Consumer complaint received 2025-07-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Climb Credit Inc.
State: NJ

Complaint narrative:
I am submitting this formal complaint regarding Climb Credits failure to honor its refund processing and account adjustment commitments, which has resulted in credit damage, financial confusion, and an unresolved dispute over my loan repayment terms. I'm now receiving mail from a collection agency, and I am not being notified of this when I call Climb nor are they able to provide any information about this. 
I withdrew from my educational program on XX/XX/year>. I was informed that the refund process would take approximately XXXX weeks for Climb to receive the returned funds from the school. Had this timeline been met, I would have been able to maintain my monthly payments without penalty or delinquency. 
Instead, I had to follow up multiple times over the course of months. On XX/XX/year>, I was forced to email both my school and Climbs Accounts Payable department because each party blamed the other for the delay. Once everyone was included on the same email thread, the refund issue was resolved within days, demonstrating that the prior delays were avoidable and due to miscommunication or lack of accountability. 
Climb had previously assured me that once they received the refund from the school, they would : 1. Bring my account current ( removing any past-due status ) 2. Update my monthly payment based on the adjusted balance On XX/XX/year>, I called and was told that a ticket would be opened to initiate this process. During that call, the agent ran a potential estimate and said my new monthly payment should be {$26.00}, but it couldnt be finalized until the ticket was officially approved. Despite that, the agent collected a {$26.00} payment from me during that same call. 
I also made another {$26.00} payment in XXXX to show good faith while waiting for the resolution to be finalized. However, as of today, my account still has not been brought current, and XXXX now being told that I am responsible for paying a past-due balance over 90 days, which is unacceptable. 
On XX/XX/year>, I followed up and was told the ticket was still pending. Oddly, the only part of the process that Climb acted on was applying the {$26.00} monthly payment, despite originally stating that this amount couldnt be confirmed without the ticket being resolved. The more important portionbringing my account currenthas yet to be honored. 
On XX/XX/year>, I spoke with escalation representative XXXX ( XXXX ID : XXXX ) who informed me that there is now no guarantee my account will be brought current. She also said that customers can not directly contact the resolution team and that I had to submit another ticket just to request a supervisor call me backwhich I still have not received. 
I requested that all my prior calls be reviewed, as Climb 's system states all calls are monitored and recorded. Below is a timeline of key interactions : XX/XX/year> Withdrew from program XX/XX/year> Emailed school and Climb to resolve refund XX/XX/year> Spoke with agent XXXX ; Climb stated refund not received XX/XX/year> Ticket opened; {$26.00} payment collected XX/XX/year> Called to follow up ; ticket still pending XX/XX/year> Spoke to escalation rep XXXX, Agent ID XXXX To date, I have : XXXX standard support ticket XXXX complaint ticket XXXX escalation ticket None have been resolved. 
Despite doing everything I was instructed to do, and making XXXX good-faith payments, Climb is still attempting to hold me responsible for a large past-due amount that does not reflect the adjusted loan balance after the schools refund. Their handling of this matter has been unprofessional, inconsistent, and damaging to my credit. 
I am requesting the following actions be taken immediately : That Climb pull and review all recorded calls from XXXX through XXXX That my account be brought current as originally promised That my credit report be corrected to remove any derogatory marks caused by this issue That Climb review its internal resolution process, which currently lacks transparency and accountability Climbs mismanagement of this situation has caused avoidable financial harm and undue stress. I am requesting urgent attention and resolution to close this matter.

Company response to consumer: Closed with explanation