Consumer complaint received 2026-05-13 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Credit monitoring or identity theft protection services — Billing dispute for services
Company: ACIMA CREDIT, LLC
State: FL

Complaint narrative:
I opened a lease with Acima via XXXX on XX/XX/XXXX totaling at {$960.00} for various furniture items, with an initial payment of {$21.00} which was paid on XX/XX/XXXX, with another payment made on XX/XX/XXXX of {$69.00}, per the agreement which was biweekly payments of {$64.00} with interest / fees. I received an automated email on XX/XX/XXXX from XXXX stating a notice of email address change, advising that all of my future emails would be sent to ( unrecognized email XXXX. I do not have, and have never had, an outlook email address. I tried to log into my Acima app, which uses your phone number and last four of your social to log you in, and received notification that there was no account linked to my phone number. I have had only one phone number my entire life, it has been the same for 17 years. I contacted Acima via phone at ( XXXX ) XXXX on XX/XX/XXXX at XXXX. I told the associate on the phone that I did not authorize this change, and that I was concerned my account had been hacked. The associate said he could not help me, and that I needed to email XXXX to change my information. I emailed XXXX, along with XXXX at XXXX advising that my information had been changed, and that I was concerned that my account had been hacked. Then, on XX/XX/XXXX I received an email at XXXX with an authorization code to add an Acima leasing card ending in XXXX to my XXXX XXXX and another at XXXX on XX/XX/XXXX. During this same time period, I received multiple automated texts stating that my transaction could not be completed. I am a mother, and was putting my son to bed and then sleeping myself during that time frame. When I saw these texts and emails the next morning, I emailed fraud immediately, advising that I was still locked out of my Acima account, and that someone was attempting to add my account to their XXXX XXXX Shortly afterwards, I received an automated text saying my transaction was successful. I email again, stating I am still locked out of my account, that I did not perform the transaction, to no response. During the time that I was locked out of my Acima account, someone opened a {$3300.00} lease via XXXX XXXX for a XXXX XXXX, XXXX XXXX and various XXXX subscription products. I emailed multiple times, with no response in regard to the fraudulent lease. I did receive another automated email, conveniently after the fraud had occurred, stating my email was updated back to my actual address. I was able to log in to my account again once the email was updated back to my original email, which is where I was able to view the fraudulent lease, for which an initial payment was made via a XXXX XXXX XXXX XXXX account, however I do not have a XXXX XXXX account, which is only further proof that this was fraudulent activity. On XX/XX/XXXX I received another email at XXXX indicating I had given verbal consent to change my payment renewal date. I have not spoken to anyone over the phone at Acima since my call placed on XX/XX/XXXX at XXXX, when I was told they could not help me change my email address. I have only contacted via email, as I want all communication with them in writing. I have frozen all of my credit reporting, all cards, bank accounts. Acima still has not helped me to determine how this happened nor how they will fix it.

Company response to consumer: Closed with explanation