LendUp

Initial Business Response /* (1000, 5, 2015/12/07) */
In general, the State of Florida employs the use of Veritec, a third-party database that regulates lending. With this particular case, there were issues resolving the payoff date with the database, but we have been able to close the loan. We...

have since spoken to Ms. [redacted] and it has been resolved. She should be able to sign in to her account and see that there are no current blocks on the account.

Initial Business Response /* (1000, 6, 2015/10/09) */
Unfortunately as this is a public forum, we are unable to discuss the specifics of your account for privacy purposes. Please send us an email at [redacted]@lendup.com and we will be happy to discuss your account in more detail. In general, we do not...

run hard credit pulls during the application process so a decision will not affect the credit score. We look forward to hearing form you directly to discuss further.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already emailed the help line before I filed a complaint with the Revdex.com. They were not helpful and didn't resolve my issue just like whoever responded to this didn't do anything but waste my time.
Final Business Response /* (4000, 10, 2015/10/19) */
Thank you for providing your concerns. As this is a public forum, we would be happy to discuss your issue directly by sending us an email to [redacted]@lendup.com. Note that LendUp does not do a hard credit pull during the application process so your credit score is not affected. A soft pull does not affect the credit score and we do not run this each time an account is logged in to. In general, if an applicant is declined for a loan, they will receive an email notification when they are eligible to reapply. Until this point, we are unable to alter any information entered on the application for auditing purposes.

July 31, 2017
 
[redacted]
[redacted]
 
Re: Case Number - [redacted]
 
Dear [redacted],
 
Flurish, Inc., dba LendUp (“we,” “us,” “our”) received your complaint dated July 18, 2017.  In your complaint,...

you state that you submitted an application for a small loan with LendUp around June 19th 2017; after you provided your personal information, you were asked to verify your email address.  You also indicated that subsequent to verifying your email, when you logged back into the account, you were provided a message indicating that LendUp’s website was having technical issues and would be back online momentarily. You state that your account has still not been fixed and you would like an explanation. We have completed our research into the concerns you raised in your complaint, the details of which are outlined below.  
 
On June 13, 2017, you submitted an application for a single payment loan.  Typically, when loan applications are submitted to LendUp, data providers used by LendUp verify the information submitted in order to process a loan. Unfortunately, it appears that there were technical difficulties during your loan processing, and our engineers were asked to identify the cause.  Since then, and unrelated to your application, LendUp had to make some difficult business decisions relating to its loans; and as of July 19, 2017, LendUp no longer offered loans in the State of Indiana.  As a result, we were required to decline your application.  We sincerely apologize for the technical problems that prevented your application from being processed, and our subsequent news relating to loans in the State of Indiana. 
 
Please know that LendUp did not perform a credit pull with credit reporting agencies, and LendUp abides by laws and regulations requiring personal information to be kept private.
 
Again, we sincerely apologize for the circumstances relating to your application and hope that you are able to secure the loan you wanted.
 
 
Sincerely,
 
/s/
 
Compliance Department
Flurish Inc. dba LendUp
[redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
The individual has contacted LendUp by email and has submitted an incomplete document to us. On 9/30/15 and 10/5/15, we attempted to reach this person by phone with the number provided on their documents - we were unsuccessful. However, we were...

able to leave a call-back number with a woman who promised to pass [redacted] message and phone number requesting a call back to us. Since those attempts, LendUp has been waiting to speak with the customer to assist in their situation. Today on 10/9/15, we have emailed this person with the information needed to proceed with their dispute filing. We'd like Mr. [redacted] to email [redacted]@lendup.com or to call us at (XXX) XXX-XXXX anytime Monday - Friday 9am-5pm Pacific Time as we'd be happy to help.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/30) */
We have since spoke with the the customer and have discussed that we will be investigating the issue further. As this is a public forum, we are not able to provide any more specific information regarding the customer's account, however we will...

be reaching out to them directly as soon as we have more information.

Initial Business Response /* (1000, 15, 2015/10/13) */
[redacted] Hixon: On 4/13, a single payment loan was initiated with a due date of 05/15. On 5/11, the user completed a debit card payment successfully through her dashboard. On 5/23 we received a chargeback notification through our bank for the...

5/11 debit card transaction. In order to receive a chargeback notification, any payment/purchase has to be disputed by the cardholder and no outside party. When a chargeback dispute is created, the cardholder receives a temporary credit to their account while an investigation is pending. If the dispute is won (on the cardholder's behalf), the temporary credit will remain in the cardholder's favor. We did not win the dispute, so the funds were never retrieved by us. We've attempted to explain this to the user, but she has insisted that she never created a chargeback dispute. Again, the only way we receive notification from the cardholder's bank is from the account holder, no one else. Financial Institutions typically are unable to create a dispute without the account holder's authorization. We advised her to contact her bank for further details since we were unable to provide any other information regarding the dispute. The user can contact us at [redacted]@lendup.com to discuss the issue further.
Initial Consumer Rebuttal /* (3000, 17, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already contacted my bank twice. THEY HAVE NO KNOWLEDGE OF A CHARGEBACK. I've stated this to Lendup over and over as they have said but there is no way My bank can cancel a charge I never initiated!!! I never hear that they have tried to troubleshoot this issue technically or with their own bank. I've also emailed them and called numerous times so this response has not offered any new resolution at all.
Final Business Response /* (4000, 20, 2015/10/22) */
We have spoken with the customer today and done a three way call with the bank. The issue is the final stages of being resolved and we will reach out to the customer directly with further steps.
Final Consumer Response /* (2000, 22, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This issue has been resolved, Lendup offered to do a conference call with my bank and the issue was discovered that my debit card details were entered incorrectly. I am satisfied with the resolution though I wish this option would have been offered to me sooner.

Initial Business Response /* (1000, 5, 2015/08/12) */
The customer contacted LendUp directly and, while praising the quality of our product, brought this issue to our attention. We have investigated the matter and discovered a technical glitch. We are working diligently to remedy the issue. In...

addition, we have contacted the customer and advised him of our efforts. We would like to thank the customer for his kind words and assure all of our customers that their satisfaction is our top priority.

Initial Business Response /* (1000, 5, 2015/12/02) */
When choosing the 'Instant Funding' option to receive funds, we send the credit transaction to the debit card that is entered on the application. This allows us to send the transaction immediately without needing to wait the standard processing...

period associated with ACH bank account transactions. The customer is given this option but it is not a mandatory step on the application.
In this case, Ms. [redacted] provided her debit card information and went on to fully complete the application. Once the agreement is signed and completed, we send the funds to the card on file. Unfortunately we have no way of knowing if the account tied to the card is being investigated by the bank or if there is a hold placed on the account. Once the transaction is sent, we cannot reverse it.
We have advised that Ms. [redacted] follow up with her bank to have them release the funds. She has stated that the bank did see the credit transaction come through but that they put a hold on it. As we cannot reverse the transaction on our side, it is on the bank's side to release the funds.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Whether or not the correct bank card number was on my file or not, the correct bank account number was and if the card that LendUp sent it to does not go to that bank account then the advance should have been sent to the bank account on file. As I stated, I called Custer service immediately after not being able to change my card number on the website and they do not answer and will call you back at their convenience which in this case was after 6 p.m. when the bank had closed and they had already completed the loan process. I tried to give them the correct card number and because they don't respond til hours later, is the reason they were not aware of the card number changing. The bank account should have been used. The account it was sent to will not give me the funds that LendUp put in there because the account has had fraudulent activity and has been frozen for over 2 months. They will not allow any transactions from that account. Common sense...if the bank account number was changed by me then the bank card number would be different too but because they will let you change one on their website but not the other one, I am having to pay for the mistake. Why would you be able to change your account number on the website but not be able to change your card number? Then by the time customer service calls back hours later, it's too late. That's not fair to me!
Final Business Response /* (4000, 9, 2015/12/14) */
As stated previously, the credit transaction was sent immediately once Ms. [redacted] had chosen the method of funding (by debit card) and signed the loan agreement. We sent the credit transaction to the debit card entered and we are not alerted to the status of the bank account tied to the card. If the bank account was frozen, it is the jurisdiction of the bank to release the funds to the consumer. We are not able to reverse a transaction once it is sent. If Ms. [redacted] would like to a hold a three-way call with the bank, we would be happy to do so.

Initial Business Response /* (1000, 5, 2016/01/13) */
We spoke to [redacted] on 1/11/15 to discuss his account. He requested to change his bank account which we explained could impact the decisioning on his loan but was an option. The user decided not to move forward with the loan application at...

that time. If at anytime he should wish to continue, [redacted] may contact LendUp Support at [redacted].

We appreciate you reaching out to us and would like to discuss the matter further, please contact us directly by emailing [redacted]. We look forward to resolving the issue quickly.

Initial Business Response /* (1000, 16, 2015/08/20) */
We would be more than happy to discuss your issue in more detail. Please contact the support team by sending us a message from the 'Contact Us' page after signing into your LendUp account. Alternatively, you can send an email explaining your...

issue to [redacted]@lendup.com.
Initial Consumer Rebuttal /* (3000, 18, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did what they have asked already which is why I made the complaint in the first place, they ignored my complaint and said there was nothing they could do for me. They are scammers, and they have false info about me. Their security questions are false, they asked which questions were true about my home loan, and I have NEVER had a home loan!!!!!!!!! This company refuses to work with me!!!!!!
Final Business Response /* (4000, 29, 2015/10/19) */
Again, we advise the user to sign in to their dashboard to view the Adverse Action notice which will give the consumer information regarding the loan decisioning. The notice will provide contact information for any data providers used to decision on the loan and these providers will be able to provide additional information regarding verification.
Final Consumer Response /* (4200, 31, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no response here that is any different from when I first opened the case to the Revdex.com. I will just leave it alone. This has gone on far enough. That company is stupid, and their security is false [redacted], and if a company can not give loans based on past history of paying back loans, or SS# and D.O.B. and other private info, then screw them!

Initial Business Response /* (1000, 5, 2015/09/22) */
Thank you for describing your issue. Please send us a message to [redacted]@lendup.com and a representative will follow with you as soon as possible. For the quickest response, you can send your message from the 'Contact Us' form after signing in to...

your account.

Initial Business Response /* (1000, 5, 2016/01/08) */
We appreciate Ms. [redacted] reaching out. Unfortunately we do not currently have an open line for individuals who do not have any account with us. Based on our records, I see that we have been in email correspondence regarding her issue and have...

followed up with the next steps.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)Please present any contract you have stating I have any accounts with your business

Initial Business Response /* (1000, 5, 2015/10/28) */
We apologize for any difficulties in speaking with a representative. We see that we attempted to call numerous times (including today) but have only been able to leave a voicemail. We have also requested that [redacted] request a call-back, however...

we are not seeing any requests coming in recently. Though we do service over email for most issues, this particular issue will need to be discussed over the phone as it pertains sensitive information.
In general, we are not able to delete any application that is started in our system for compliance purposes, however a customer can decide to discontinue it at any point should they choose. It will remain inactive in our system under bank level security and no action will be taken on the account. We hope that this information helps.

Thanks for the follow up, unfortunately we are unable to discuss details on a public forum. If you would like to resolve this issue please contact us at [redacted]

Initial Business Response /* (1000, 5, 2015/09/22) */
If [redacted] would like to discuss this matter in more detail, she may send us a message from the 'Contact Us' form or send an email to [redacted]@lendup.com. Note that we have been in contact with her on multiple occasions and have explained all of the...

next steps required on her end in detail.

August 14, 2017
 
[redacted]
 
 
Re: LendUp Case #:[redacted]
 
 
Dear **. [redacted],
 
Flurish, Inc., dba LendUp (“we,” “us,” “our”) received your complaint dated August 9,...

2017.  In your complaint, you indicated that you have been approved for a single payment loan in the amount of $240.00; however, you have not received the funds.  You also mentioned that you were not able to reach customer service, and they would not call you back.  We have completed our research into the concerns you raised in your complaint, the details of which are outlined below.
 
First, we regret that you feel you were not able to reach customer service.  Our records do show that our customer service representative attempted to reach you in response to your calls on both August 7th and 8th, 2017, and left messages.  On August 8, 2017 we note that you were able to speak to our customer service representative who researched your account.  It was determined that you had entered incorrect bank account information. The bank account information provided on the application must be accurate in order for us to fund the loan.  Unfortunately, since you provided incorrect account information, we cancelled your loan transaction in accordance with our policy. You are not responsible for the loan.
 
We apologize for the inconvenience and for not being able to complete your request at this time. You will receive a notification from us via email once you're eligible to re-apply and request another loan.
 
 
 
 
 
 
Sincerely,
 
/s/
 
Compliance Department
Flurish Inc. dba LendUp
[redacted]