Complaints and Regulator Contacts
1. What We Owe You
3 business days
Banrox aims to acknowledge every written complaint within 3 business days.
15 business days
Banrox aims to give you a substantive answer within 15 business days. Where Banrox cannot meet that, Banrox will tell you what is still being checked and when you will hear again.
In writing
The answer says what Banrox found, what Banrox did, and what Banrox will not do and why. If Banrox was wrong it says so plainly and fixes it.
Targets, not deadlines
The two time limits above are targets Banrox sets for itself. No law imposes a complaint response deadline on Banrox. They are not legal deadlines, and Banrox missing one takes away no right you have and gives Banrox no excuse.
No conditions
You never have to complain to Banrox before going to a regulator or to a court. Going to a regulator pauses nothing, waives nothing, and needs no permission from Banrox. The one place a waiting period applies is before starting an arbitration, and Section 6 of this page sets that out.
Banrox does not run a dispute service. Banrox does not investigate disputes about your credit report, does not file a dispute with a credit bureau or a furnisher for you, does not correct anything a bureau holds about you, and does not charge for dispute help. No Banrox page is a dispute centre, whatever that page happens to be called. If you reach a page on this site that offers to investigate a dispute about your credit file, or that asks for your Social Security number in order to do it, that page is wrong: do not use it, and tell [email protected] so it can be taken down. The free route for fixing an error on your credit report, which you carry out yourself and which costs nothing, is at Credit Data and Your FCRA Rights. The only Banrox complaint route is the one set out on this page.
2. How to Complain to Banrox
- Email [email protected]. Put "Complaint" in the subject line.
- Phone (888) 888-6401. Say that you are making a complaint, and follow it up in writing so there is a record of it.
- 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.
Every address on this page is monitored on business days. If a message to any Banrox address bounces, call (888) 888-6401 and say so, and Banrox will treat your complaint as received on the day you first tried.
If you are not satisfied with the answer, reply and ask for escalation. Banrox aims to have someone who was not involved in the original answer look at it and respond within 10 business days. That is another target Banrox sets for itself, not a legal deadline, and missing it takes away no right you have.
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 sends most disputes to individual arbitration rather than to court. Here is how that fits with everything above, stated here so it is easy to find.
- You never have to complain to Banrox first before going to any regulator on this page, at any time, about anything. Going to a regulator pauses nothing, waives nothing, and needs no notice to Banrox.
- You never have to complain to Banrox first before bringing an individual claim in small claims court.
- Before starting an arbitration, Section 21.1 asks you and Banrox to try to resolve the dispute informally for 60 days, after a written Notice of Dispute. That 60 day period is a precondition to starting an arbitration and to nothing else. All limitation periods are paused while it runs, and the pause never shortens any period you have.
- Section 21 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 asks you to waive nothing by complaining. Nothing on this page, and nothing you say to Banrox in a complaint, gives up a claim, a defence, a deadline, or a forum.
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
Banrox keeps a record of the complaints it receives and of what was done about each one. Banrox does not run a ticketing system today, does not issue reference numbers, does not assign a named owner automatically, and does not publish complaint statistics or run a monthly review meeting. This page says so rather than describe a process that is not built, and it will be updated, with the date, if any of that changes.
What Banrox does do is treat a complaint that reveals a defect in a page, a flow, or a disclosure as a reason to change that page, that flow, or that disclosure, and not only to answer you. If your complaint caused a change, Banrox will tell you what changed.
