ComplaintsforUqual, LLC

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Uqual credit services, it's a monthly payment where I pay and they offer the service. The payment is always in advance, if no payment, no service. I requested to cancel the subscription over the phone and I didn't receive a confirmation, based on that I locked my credit card and they tried to charge on my card. They called when the transaction didn't go through and they are saying they can only cancel if I stay one more month with the service, I dont want that and I want immediate cancelation as I requested before. I will no pay and I want the cancelation, could you please assist with that?

  

  Business response

  10/15/2024

  We were able to contact the client in this matter on 10/15/2024. He was sent a closure email prior to his complaint stating his account is closed and there is no further billing, it is unfortunate he did not see our email before filing his complaint. As a courtesy we have waived the final payment for Mr. Dias and invited him to reach out to us if he has any other questions about his account. The client confirmed he did receive our closure email on 10/14/2024. To our understanding the client is satisfied with this resolution. Our employees do try hard to explain our arrears billing policy to every client during enrollment and when they request to shut down their account. We always hope our clients retain the billing details but also understand there is a lot of other information they are trying to pay attention to during enrollment, and for this reason our billing policy is on the first page of every agreement each client signs when enrolling at Uqual.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22420006, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Everton Dias

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to utilize this service for a home loan through New American Funding. After only a few weeks, I decided to cancel the service as the people responsible for coaching were not communicating well. I received several calls, but when I answered the call would disconnect. I shared this frustration with customer service which also was not easy to get in contact with. They advised they would cancel the account. I called and sent an email to cancel services in August 2024. I was informed that Uqual would charge my account in September as the final bill. How? I was not provided any information or direct coaching from anyone. The associate told me they back bill for services and my initial payment was just for membership. I am not happy. They are now trying to charge a late fee and refuse to cancel the account until they receive a payment. So essentially they are going to run up a tab for services not provided and demand I pay for them? Very poor business practice. I will never work with this company again. Think twice before you do. There are cheaper services and you won't be strong armed for payment.

  

  Business response

  09/13/2024

  We started reaching out to the client the same day she filed her complaint on 9/11. We were able to connect with her on 9/13. We appreciate her taking the time to explain in detail the problems she was encountering during the month that she was enrolled in our program. We do try hard to make sure our clients understand our arrears billing when they enroll at Uqual, However, we also understand the amount of information covered during enrollment can at times feel overwhelming and the billing details may not have been retained as well as we had hoped. For this reason, this is why our billing policy is on the very first page of the agreement each client signs and a copy found in their client portal. As a courtesy we have waived Mrs. ******** final payment, and our relationship manager personally offered some free consulting should they need it in the future. From our understanding she has found this resolution satisfactory.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The associates provided the wrong information which is a credit repairer. Informed to stop making payments on an account. The supervisor ********* stated to me what are you not able to make the account current. What have I been doing with the money I was saving. My credit score has dropped tremendously due to information they provided. He told me that all they can do is credit my account with the membership. He is very unprofessional and he told me there was no one above him that I could speak with.

  

  Business response

  05/03/2024

  Our relationship manager spoke with the client on 5/1/2024 and he was very appreciative for the client explaining the problems she was encountering with our program. We offered a resolution that we understand the client has found satisfactory and she will be working closely with our relationship manager while in our program for the time being. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My first report stated: I signed up for Uqual with the promise that they would increase my credit score quickly. It's been three months and they have only been able to increase my score by five points. Waste of money. Then when I try to cancel the program, they make it so difficult that it is almost impossible. No one answers the phone at their offices, and they decided to charge me an additional month after I requested service to be cancelled even though their so-called disputes are not having the promised effect on my credit score. This was not worth the hassle and there are companies that cost MUCH less and do MUCH more. I want the final payment cancelled and not charged to my account. Especially since I told them I need to use the funds to pay off debt faster since their program costs entirely too much to not have made a difference. I don't want them charging me any more and will also be filing a stop payment at my bank. And once I finally got an associate on the phone to cancel, after sending multiple emails and messages, he had the nerve to have a bad attitude with me and provided poor customer service after I had already explained multiple times I didn't want to pay for the program anymore and wasn't seeing any benefit. Second Report: I was convinced to cancel my BBB complaint with the promise of free credit repair from Uqual. They told me that they would not charge me again. I informed them I lost my job, and that I wanted to cancel the program. They told me again that they would not charge me and made it extremely difficult to cancel by continuing to sell me on their program and what they were allegedly doing for my credit (NONE OF WHICH I HAVE SEEN EVIDENCE OF).I was charged $69 on 4/13/2024 WITH NO NOTICE OR WARNING. I AM UNEMPLOYED AND TOLD THEM AS MUCH. I am filing this complaint because they charged my account without authorization AGAIN. Consumers need to be aware of their fraudulent and misleading practices.

  

  Business response

  04/19/2024

  This client already filed a previous complaint at the end of last year:  complaint 21067381

  Clearly there is work to be done with once again attempting to resolve this client's issues but it is my understanding a consumer isnt able to file multiple BBB complaints.

  Let me know what is needed from us on our end.

  

  Business response

  04/19/2024

  When the client filed her first complaint on 12/28/2023 we immediately reached out and came to a resolution, which the client found satisfactory at that time. We would never ask a client to cancel their BBB complaint in lieu of free service as there is no option for the consumer to delete their complaint once submitted to the BBB; her original complaint can still be publicly viewed.

  
  The resolution the client agreed too outlined how we would be assisting her from January 2024 to April 2024. We sent the resolution to her in writing via email to make sure there would be no confusion moving forward. The resolution outlined that our relationship manager would personally reach out to her on a monthly basis. She was also given the manager's direct contact information in case she had any questions or concerns before our relationship manager reached out for the next update. From January 2024 to April 2024 our relationship manager reached out multiple times each month.

  
  In March 2024, we started losing contact with the client. Even though we tried at varying times of the day; our calls, emails and texts were unsuccessful in reaching the client. It's possible the client is very busy which is why she didn't respond to any of our attempts to reach her. We were shocked when the next communication we received was her reopened BBB complaint on April 15th. We would love the opportunity to resolve the client's concerns. We've attempted reaching out 3 different times since she reopened her complaint and unfortunately have not heard back from her.

  
  We've honored the request in her reopened complaint and have shut her account down with no future billing. 

  Customer response

  04/23/2024

   
  Complaint: 21575803
  
  I am rejecting this response because I have not been refunded the amount charged to my account. I need these funds AS I AM UNEMPLOYED.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/01/2024

  This client already filed a previous complaint at the end of last year:  complaint 21067381
  Clearly there is work to be done with once again attempting to resolve this client's issues but it is my understanding a consumer isn't able to file multiple BBB complaints on the same service.
  Let me know what is needed from us on our end.

  This is my 2nd notice to the BBB regarding this.

   

  

  Business response

  05/06/2024

  After our 5th attempt to contact the client on 5/3/2024 via email we have finally heard back from her. We understand, as she has explained multiple times in her responses to the BBB, that she is unemployed and we have been trying to get her a refund as quickly as possible. Part of making sure the refund is quick and successful is confirming with the client if the refund can be made electronically or if a refund check needs to be issued instead. The client explained the reason we have had a difficult time reaching her is because she is traveling abroad.

  We have initiated the refund requested to the client's specifications. She is always welcome to discuss the details of her account when she returns from her travels and we consider this matter, as well as her account, closed

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am indeed unemployed at this time. However, for the record, it needs to be reflected that I am overseas due to a family emergency. My mother had to have emergency surgery in *********

  I did not ignore the company's messages, and as a matter of record I have searched my email and have only one correspondence from Uqual. I am unable to receive phone calls or voicemails due to another issue with my mobile service provider and cannot verify they have attempted to call me.

  
  Sincerely,
  *****************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly canceled this service - I have several emails of discussions and they are still trying to take payments.They currently are taking a payment of another ***** and I don't even know how they got my banking info.I want this payment reversed immediately. It defeats the purpose of their company if they cause my checks to bounce and damage my credit. They are frauds and never have done anything but just taking my money

  

  Business response

  04/15/2024

  We were able to speak with the client on Monday, 4/15, and really appreciate the time she gave us today. We were able to clear up the confusion surrounding her request to shut down her account and how our arrears billing works for our clients. After our relationship manager reviewed everything in detail with her and she explained her current situation, we offered a resolution which she felt was satisfactory and she determined she would like to remain as a current client with UQUAL and work closely with her account supervisor for the time being.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company was recommended by someone at 360 mortgage company. I paid an initial fee and then wanted to cancel the account. They said I had to make a second payment on April 1st. I wanted cancel but they kept saying on the phone they would but never sent me a confirmation email nor contacted me confirming that. Today I called them 3/15/2024 and wanted to cancel my account immediately but the guy kept avoiding the topic. If they charge me effective this day and moving forward, I shall seek professional legal help. STAY AWAY from this company!!!!!! They are criminals!!!!

  

  Business response

  03/19/2024

  Our relationship manager did reach out to the client and attempted to resolve his complaint, review his results and make sure he had no questions about the agreement he signed when he enrolled in our program. This program is not for everyone and he decided it wasnt the program for him. We respect his decision and have honored his request to shut down his account. It is our company policy that our billing structure is explained on every enrollment call and the arrears billing is also explained on the very first page of the agreement each client signs so there are no surprises when they are requesting to shut down their account. As a courtesy we wanted to inform Mr. ****** that we have waived his final payment and closed his account in good standing, however, our relationship manager was met with expletives and wasnt given the chance to explain anything to the client before the client abruptly hung up. Even though his account is shut down, he is still welcome to call us for any information about his account at any time.

  

  Business response

  03/20/2024

  We were not given the opportunity to resolve the issue and our manager was met with hostile language upon calling. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a **************************************** late February 2024 with UQUAL at the recommendation of our potential mortgage lender. Since filing "disputes" with credit bureaus through UQUAL our ********** husband) credit scores have dropped SIGNIFICANTLY (20-30pts EACH). As there was no guarantee of increase, I simply decided to cancel services. I was put through to **** and he proceeded to berate and insult my decision to cancel and then escalated to personal and hurtful insults. He said things such as "It makes sense that you didn't pay your debts if this is the type of person you are" "this is an ignorant decision but with this credit history that makes sense". He continues to hurt insults as I requested multiple times to simply cancel my account and send me a confirmation email! He then refused my request to speak with his Supervisor. Then he informed me that I would be charged an additional fee due to the "disputes being filed on my behalf not yet being resolved". I stated that I was still within the initial 30 days, that they had in fact only provided approximately 15 days of service and that I do not owe them anything more fees, etc. He said I did, they WILL take it out of my account and it didn't matter if I liked that or not & then proceeded to hang up on me. I am simply requesting that my initial fees paid for 30 days service for 2 individuals (my husband and myself) stand as the full amount owed and PAID IN FULL. Threats and insults are against the law and if needed I will pursue further action with our attorney **************** New of ******* *************.

  

  Business response

  03/19/2024

  We reached out to the client the very same day as the complaint. Our relationship manager was able to have a conversation with the client about her experience and resolved their complaint. We have honored the clients request to shut down their accounts and are extremely appreciative for the clients feedback so that we can continue to improve our services. Even though our billing policy is explained during enrollment and is also written on the first page of the agreement every client signs, arrears billing can be confusing at times. As a courtesy we have waived both of their final payments and have offered further consultation at no cost for the next few months should they have any questions or concerns.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Uqual was recommended by a realtor company. I only inquired about a property I was thinking of purchasing. Next thing is the realtor said you can inquire with Uqual they look over your credit to see what a professional may see that you would miss. Sure I said OK....Soon I realized this was a mistake. I called to cancel and got screamed at and insulted. I was then transferred to someone else who proceeded to schmooze me into buy in another month. Again no change and was worried what it was doing to my credit. I called again to inquired and again was yelled at and transferred to the 'nice guy'. He said he would not pull anymore but had to bcz they bill in the rear.....I just to try applied for a small loan. I was denied with reason being I had 'credit counseling' NO! It wasnt supposed to ruin my credit but did. How long does this now affect my personal life? I think they are criminals.... I think the realtor is part of the scam. I canceled the credit card they pulled 89 from.... they promptly cancel my subsc. The scary part about it is they have been in my credit and who knows what they have done... I think they should be put out of business. They should be added to the scamming network trying to overtake this country.

  

  Business response

  03/14/2024

  We were able to connect with the client and appreciate her taking the time to explain the problems she was experiencing. After our conversation with her she has decided to continue in our program for a period of time and she will be working closely with her account supervisor while she remains at Uqual.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Uqual with the promise that they would increase my credit score quickly. It's been three months and they have only been able to increase my score by five points. Waste of money. Then when I try to cancel the program, they make it so difficult that it is almost impossible. No one answers the phone at their offices, and they decided to charge me an additional month after I requested service to be cancelled even though their so-called disputes are not having the promised effect on my credit score. This was not worth the hassle and there are companies that cost MUCH less and do MUCH more. I want the final payment cancelled and not charged to my account. Especially since I told them I need to use the funds to pay off debt faster since their program costs entirely too much to not have made a difference. I don't want them charging me any more and will also be filing a stop payment at my bank. And once I finally got an associate on the phone to cancel, after sending multiple emails and messages, he had the nerve to have a bad attitude with me and provided poor customer service after I had already explained multiple times I didn't want to pay for the program anymore and wasn't seeing any benefit.

  

  Business response

  01/04/2024

  Upon receiving the complaint we reached out right away and resolved the issue. We greatly appreciate the client taking the time to speak with us and for giving us the opportunity to resolve her concerns.  One of our supervisors spoke with the client on 1/2/2024 and resolved the issue. We will continue working with the client to help her achieve her desired results. 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to by a real state agent to this company so they could help build my credit score up 10 points so I contacted them and was told for the first month it would be 59 dollars then ********************************************************************************************************************************************************* they said that would jump my score up almost immediately but it didn't after three months I did not see anything different on my credit report so I sent them a message saying to cancel my service with them right after I sent that message not even 30 minutes later they took 79 dollars out of my bank account I sent them a message asking why they took money after I cancelled my service they told me I would have to call them to fix it so I called them they gave me a big run around about how much they did not me on my credit report got this removed and that removed even my bankruptcy I told them I still wanted to cancel my service so then he told me that the 79 was because they back billed so I told him I was never told that and he said the guy that set my account up would have told me but no one did ever tell me that and even if that was true they still shouldn't have took out the money it wasn't time for it to be taken out and I only used them for three months and already made three payments so why was another one taken out so after that I went and had my credit pulled and everything even the bankruptcy that he said was removed from my credit is still there they did absolutely nothing but take my money it is a fraudulent company that takes peoples money and does nothing at least in my case that is what happened and I hope the bbb can get this resolved and put a **** against this company for committing fraud because I'm not just going to let it go I am in touch with a news station now to do a full report on how this company is committing fraud and I plan to put it out all over social media

  

  Business response

  11/02/2023

  We reached out to the client as soon as we received his complaint. We were able to speak with the client this afternoon (11/1/2023) and greatly appreciated his input as to the frustrations he was experiencing. We had a very calm and rational conversation and by the end of the discussion, we both agreed no refund was necessary. He has decided to keep his account open and work closely with our relationship manager over the next few months. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩