Complaints and Regulator Contacts
1. What We Owe You
3 business days
Every written complaint is acknowledged within 3 business days, by a person, with a reference number and the name of who is handling it.
15 business days
A substantive answer within 15 business days. If we need longer we tell you why, what we are still checking, and when you will hear again.
In writing
The answer says what we found, what we did, and what we will not do and why. If we were wrong we say so plainly and fix it.
No conditions
You never have to complain to us before going to a regulator or a court. Complaining to us does not pause any legal deadline, and we do not ask you to waive anything.
2. How to Complain to Banrox
- Email [email protected]. Put "Complaint" in the subject line.
- Phone (888) 888-6401. Ask for a complaint reference number and write it down.
- Mail Banrox Inc., Attn: Complaints, 40 N Altadena Dr, Ste 105, Pasadena, CA 91107.
Tell us your name, the email address on your account, what happened, when, and what you want done. Attach anything relevant. If you would prefer someone else to complain for you, send written permission or a power of attorney.
If you are not satisfied with the answer, reply and ask for escalation. A person who was not involved in the original answer reviews it and responds within 10 business days.
3. Specific Routes for Specific Problems
| Problem | Fastest route |
|---|---|
| Billing, a charge you did not expect, a refund | [email protected], and see Subscriptions and Billing |
| Privacy, a data request, or an appeal | [email protected], and see State Privacy Rights |
| An error on your credit report | The bureau and the furnisher, free. Route at Credit Data and Your FCRA Rights. Banrox cannot correct a bureau file |
| A call, text or email you did not consent to | [email protected], and see Calls, Texts and Email |
| A security issue or suspected account compromise | [email protected], and call us |
| An accessibility barrier | [email protected] |
| A community post or moderation decision | [email protected] |
| Copyright or trademark | [email protected], and see Copyright, DMCA and Trademarks |
| A lender, bank, card issuer or insurer you found through Banrox | That company first, then the CFPB. Banrox is not a party to your agreement with them |
4. Regulators You Can Go To Instead
You do not need our permission and you do not need to tell us. All of these are free.
| Regulator | Best for | How to reach them |
|---|---|---|
| Consumer Financial Protection Bureau | Banks, lenders, card issuers, credit bureaus, debt collectors, credit reporting problems | consumerfinance.gov/complaint, (855) 411-2372, or CFPB, PO Box 27170, Washington, DC 20038 |
| Federal Trade Commission | Non-bank companies including Banrox, deceptive advertising, subscriptions, identity theft | reportfraud.ftc.gov, identitytheft.gov, (877) 382-4357 |
| Federal Communications Commission | Unwanted calls and texts | fcc.gov/complaints, (888) 225-5322 |
| California Department of Financial Protection and Innovation | Financial services companies operating in California | dfpi.ca.gov/file-a-complaint, (866) 275-2677, DFPI Consumer Services, 2101 Arena Blvd, Sacramento, CA 95834 |
| California Privacy Protection Agency | California privacy rights and data broker matters | cppa.ca.gov |
| California Department of Consumer Affairs | General consumer complaints, under Civil Code section 1789.3 | (800) 952-5210, or 1625 North Market Blvd, Suite N 112, Sacramento, CA 95834 |
| Your state attorney general | Any consumer protection or privacy matter in your state | naag.org lists every state attorney general and its complaint form |
| Your state insurance department | Anything involving an insurance quote or policy | naic.org has the directory |
| Better Business Bureau | An independent record of the complaint and our response | bbb.org |
5. Credit Bureaus
Equifax, (800) 685-1111, equifax.com. Experian, (888) 397-3742, experian.com. TransUnion, (800) 916-8800, transunion.com. Free reports from all three at annualcreditreport.com, which is the only site authorised by federal law. Freezes are free at each bureau. Banrox charges nothing for any of this and cannot do it for you.
6. How This Fits With the Arbitration Clause
Section 21 of the Terms of Service requires most disputes to go to individual arbitration after a 60 day informal resolution period. Three things that section does not do, stated here so they are easy to find:
- It does not stop you complaining to any regulator on this page, at any time, about anything.
- It does not stop you bringing an individual claim in small claims court.
- It does not apply at all if you opted out within 30 days of accepting the Terms, which you may still do if you are inside that window.
Banrox pays the arbitration fees for consumer claims under 75,000 dollars, so arbitrating a small claim costs you roughly what filing in your local court would.
7. What We Record
We log every complaint, its category, the resolution, and the time taken, and we review the pattern monthly. A complaint that reveals a defect in a page, a flow, or a disclosure results in a change to that page, a flow, or that disclosure, not only an answer to you. If your complaint caused a change, we will tell you what changed.