Figure: most-reported complaints
Automated analysis of 467 public Trustpilot reviews published 2026-02-21 to 2026-09-23. TrustScore 4.7 from 5,478 total reviews — see the Trustpilot page. Quick answer: is Figure legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 48 out of 81 identified complaints citing this issue. A significant number of users also describe support as unreachable, accounting for 19 of the complaints. Additionally, some reviewers mention misleading pricing and other concerns, though these represent a smaller portion of the total feedback.
How to reach Figure
These are the contact details Figure publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 888-819-6388, email [email protected], address 5200 77 Center Drive, Suite 400, Charlotte, 28217, US.
The company claimed its Trustpilot profile on 2018-11-02, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 2 of 15 in Mortgage Broker. We last checked this profile on 2026-09-24 and found 13 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Live service status: status.figure.com.
TrustScore over time
4.7 → 4.7 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (98%, 3.5d) · 2026-08-24 (99%, 3.5d) · 2026-08-27 (95%, 3.5d) · 2026-08-30 (98%, 3.4d) · 2026-09-02 (99%, 3.3d) · 2026-09-08 (100%, 3.3d) · 2026-09-11 (100%, 3.2d) · 2026-09-14 (100%, 3.2d) · 2026-09-17 (99%, 3.3d) · 2026-09-20 (100%, 3.3d) · 2026-09-24 (100%, 3.2d).
Severity: 28% of this company’s 81 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In February 2023, 90% of 10 one-to-three-star reviews were 1★; in August 2026, 79% of 14.
Counted from February 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (274 reviews record both dates).
Measured reply time: across 324 negative reviews that received a public reply, the median wait was 4.9 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 324 company replies to negative reviews analysed, 27% engaged with the specific problem and 50% were generic templates.
Review provenance: 380 company-invited reviews in the recent window average 4.87★, while 23 organic (uninvited) reviews average 2.22★.
70% of its 354 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 59% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 1,748 of this company’s 5,478 Trustpilot reviews (32%) were written in the last 12 months.
What are the most common complaints about Figure?
Support unhelpful
48 reports · 59% of complaintssteady“one account showed a balance, and as of today, STILL DOES!”
The company replied on 2026-04-08: “Thank you for bringing this to our attention. We take this matter very seriously and are working to get it resolved as quickly as possible. We apologize for the negative experience, and appreciate…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they can't count as verification and I'm stuck unable to prove income”
The company replied on 2026-06-25: “Thank you for your feedback. Because your review was anonymous we were unable to look into your concerns. Please reach out to us directly so we can answer any questions.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I have been trying for MONTHS to get an issue straightened out”
The company replied on 2026-07-20: “We appreciate your feedback, and we apologize for any inconvenience you've experienced. We take this matter seriously and have reached out to you directly to help you solve this issue.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
19 reports · 24% of complaintsfalling“Reached out to my contact as well as to online chat service. When I did get an answer (never from the broker)”
The company replied on 2026-06-25: “Thank you for your feedback. Since your comment was anonymous, we were unable to locate your application. We would like to address your concerns and recommend that you reach out to us directly so…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They DO NOT ANSWER their phone lines.”
The company replied on 2026-06-25: “Thank you for your feedback. We apologize for the hold times as we have been experiencing higher than expected volume. We will reach out to you directly to address your questions. Thank you!”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Once you have a loan it is impossible to contact them. I waited on the phone for over an hour with no answer and have sent multiple emails with no response.”
The company replied on 2026-06-22: “Thank you for your feedback. Since your comment was anonymous, we were unable to locate your application. We would like to address your concerns and recommend that you reach out to us directly so…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
11 reports · 14% of complaintssteady“they still haven’t even pulled my credit”
The company replied on 2026-05-07: “Thank you for your feedback and we apologize for any frustration you have experienced. Since your comment was anonymous, we were unable to locate your application. We would like to address your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they don’t actually do a drive by appraisal”
The company replied on 2026-05-07: “Thank you for your feedback. We use an automated valuation model in order to get home values quickly without needing an appraisal and this model is what allows us to process our HELOC so quickly. We…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“they do NOT honor there PROMOTIONAL OFFERS if you receive any E-MAILS about GIFT cards”
The company replied on 2026-04-14: “Hello! Since your comment was anonymous, we are unable to address any of your concerns or refer to your application specifically. We recommend you reach out to us directly and we can look up your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
9 reports · 11% of complaintsrising since 2026-08“They sold my information on the dark web and millions of other people's information as well.”
The company replied on 2026-07-24: “The safety and security of consumer data is our highest priority. We are implementing additional safeguards and training to further strengthen our defenses and offered complimentary credit monitoring…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Do not trust your personal information to be secured…just received a notification that my email was accessed on the dark web via Figure.com”
The company replied on 2026-03-30: “The safety and security of consumer data is our highest priority. We are implementing additional safeguards and training to further strengthen our defenses and offered complimentary credit monitoring…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Requiring me to close my current HELOC and wait 45 days before I am able to apply for a new one”
The company replied on 2026-09-04: “We sincerely apologize for the frustrating experience you had. Please feel free to reach out to us directly to discuss the decline reason that you received.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
6 reports · 7% of complaintsrising since 2026-08“my loan payment has gone up $250 a month”
The company replied on 2026-06-08: “We appreciate your feedback, and we apologize for any inconvenience you've experienced. We take this matter seriously and have reached out to resolve this matter. If you have additional questions or…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“We never received the 5.8K as promised.”
The company replied on 2026-09-17: “Thank you for your feedback. We take matters like this very seriously and are actively investigating your account. We will reach out to you directly to address further. We apologize for any…”
Our classifier read this reply as a template response.
“The loan terms changed the last minute”
The company replied on 2026-08-28: “Thank you for your feedback. We pride ourselves on having a fast process so we take this feedback very seriously. We will be looking into your account to find ways to improve going forward. We…”
Our classifier read this reply as a template response.
Account/app problems
6 reports · 7% of complaintssteady“no one seems to know how to fix this and no one is giving me any real answers.”
The company replied on 2026-04-17: “Thank you for your feedback. Being an entirely virtual company, we occasionally experience technical difficulties and delays. Our team has been advised that this issue is resolved and we will reach…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“The worst part is the lack of response to my calls and/ or emails.”
The company replied on 2026-04-20: “Hello, we were unable to locate your application using only the name attached to your review, and we did not receive a response to our request for additional information. We would like to address…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Appraised wrong house! Took them almost 3 weeks to do a "drive by valuation" and then they DID THE WRONG HOUSE”
The company replied on 2026-08-06: “Thank you for your feedback. We take these matters seriously and would like to learn more but, unfortunately, we were not able to locate your account. Please reach out to us directly to address this…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.