Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8 27 2024 I reached out to the company saying that I was scheduled to repay on Thursdays, but in fact which is on the 29th it said oh I get paid on the 28th which is not true and I reached out to the company and they wanted to say that oh no says here ***** get paid on Wednesday Which I knew I didnt and they still wanted to say no its fine. And that I had to reach out to them and I attached a screenshot of the conversation and then on the 28th when I looked sure enough, they took the money out of my account after I told them I wanted to change the repayment date and they wanted to argue with me so I want something done

  

  Business Response

  Date: 08/29/2024

  Thank you for your patience, ****. We apologize for any inconvenience youve experienced. We reviewed your case and found that the pay schedule was recently adjusted because the app detected that your direct deposit was posted a day earlier than usual due to the holiday. Based on our previous conversation, you mentioned being paid on Thursday instead of Wednesday. This is why we have made the adjustment to set it to bi-weekly Thursdays. Going forward, this will be followed and a note has been added to your account to alert all specialists not to update the setup.
  
  Additionally, we have refunded the overdraft charge, and it should be reflected on your account today. Regarding the debits, your bank might post or reverse them to us. If this occurs, please reach out to our chat support so we can set a rescheduled date.
  Once the payment is made, your account will be reactivated, and you can continue to use our services. Hope this clears any confusion and looking forward to hearing from you soon. Thank you.
  
  

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22207269
  
  I am rejecting this response because: your representative wanted to tell me I was wrong when I was right I knew that for a fact and I just said OK so I dont accept your apology because that is ridiculous. You shouldnt allow someone to sit there and argue with a customer. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/09/2024

  We respect your decision, ****. Were truly sorry about your experience with our representative and the frustration it caused. Its important to us that you feel heard and valued, and we apologize for any discomfort or disagreement during your interaction. We take your concerns seriously and will use this feedback to improve our service. If theres anything else we can do or if you have further concerns, please let us know.

  Customer Answer

  Date: 09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this app called Earnin to borrow money. I gave them my bank account information because you had to have direct deposit. But now that I no longer want to use their service and want remove my bank information; they will not allow me to. I even wanted to change bank account and it would not let me.

  

  Business Response

  Date: 08/29/2024

  Thanks for bringing this matter to our attention, ******. Please know that this is not the experience we want you to have. Upon reviewing your case, we have confirmed that a specialist has deleted your current bank account on file. You may now add your new bank account information on the app. 
  Should you need further assistance, please do not hesitate to reach back to our chat support team.
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to change my phone number and ran into all sorts of problems. I complied with all of their requirements. I could only connect to a bot. I had no phone number. Now they cancelled my account and I can not reactivate for 30 and can't use same bank. I only have one bank for over 20 years. I would like to talk to a real person. I want to reactivate the account as soon as possible. This is unfair when I only wanted to change my phone number.

  

  Business Response

  Date: 08/29/2024

  ***, Thank you for sharing your recent experience with us. We understand that you encountered difficulties while updating your phone number and adding your bank to a duplicate account, and we sincerely apologize for any inconvenience this may have caused.
  We see that you have reached out to our support team, and we're glad to inform you that your account has been updated. Once the pending debit is repaid from your original account, you will be able to continue using the service without interruption.
  We are committed to providing a seamless experience, and we appreciate your patience and understanding. If you have any further concerns or need additional assistance, please don't hesitate to reach out to our support team.
  
  

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I notified Earnin that I had filed chapter 13. However, payments was not stopped and I was charged $120 in overdraft fees.

  

  Business Response

  Date: 08/20/2024

  We appreciate you for bringing this matter to our attention, ******. We apologize for any inconvenience you have experienced.  Upon reviewing your case, we found that your bankruptcy request was submitted after the cutoff for debit adjustments.  However, our specialist has processed your request, and your bankruptcy request has been confirmed. Additionally, the fee you incurred has been refunded and this credit has already been processed.
  
  If you have additional questions about this matter, feel free to contact our chat support. Thank you and have a wonderful day.

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I *************************** try to get a loan online through a online company that turned out to be a scam, where they got into my bank account and had fee reversals from the earnin account which they then sent me a qr code which was read by my local ******* and the money was then taken from my joint act. When spoken to the bank the money was temp. Put back in my account but today the bank being ***** deducted the number from the act.. and we r now ******* dollars negative so chase is not covering the loss and if we cannot pay our rent we will be homeless

  

  Business Response

  Date: 08/21/2024

  Thank you for bringing this matter to our attention, *****. After thoroughly reviewing your case, we understand that your bank account was compromised due to fraudulent activity, which led to the reversal of our debits.
  We strongly recommend that you continue working closely with your bank to resolve any outstanding issues related to your bank account. Please rest assured that we are here to support you with any concerns related to our service.
  Since your bank reversed our debits as unauthorized, we will not attempt to recover the debits until you link a new account or provide authorization again. If your bank has charged you any fees related to our EarnIn debit attempt, please contact our chat support for assistance.
  Should you need further assistance or have any questions, please dont hesitate to reach out to our chat support on the app or our website.
  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22132786
  
  I am rejecting this response because:
  The bank already went negative ******* negative and it g a raised my direct deposit of ******* this week and there still is a negative 1 thousand and some change...so basically we r paying back money that we shouldn't because we were scammed how do we retrieve the money we lost.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/29/2024

  Thank you for your response. We understand how difficult this situation is, and we want to help in any way we can.
  

  To clarify, Since the unauthorized transactions were not initiated by us. We recommend continuing to work with your bank to recover any lost funds.

  Please know that we will not attempt to process any debits until you advise us to do so or if you link a new bank account.

  If you need further assistance, don't hesitate to reach out to our chat support.
  

  
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was hacked, the used a cash advance app. Got the money and I got charged for it. They wont take phone calls from my bank to verify my info

  

  Business Response

  Date: 08/09/2024

  Thanks for bringing this matter to our attention, ********. We're very sorry to hear about your experience and the inconvenience it has caused you. After thorough review, it appears that you have made transfers starting 6/27/2024 until 7/2/2024. We strongly believe that we have debited your account correctly. Also, we are still waiting for the documents from your bank. Once obtained, it will be a great help for us to proceed with the investigation in your account. You may always reach out to us once the document is ready. Should you need further assistance, please do not hesitate to reach back to our chat support team.
  
  

• Initial Complaint

  Date:07/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is supposed to provide something similar to a payday loan but the fund are not provided again and they still take what would be owed. They do not provide funds but still take funds from your direct deposit.

  

  Business Response

  Date: 08/08/2024

  Thank you for sharing your experience, ********. Our sincerest apology for the inconvenience this has caused and for the confusion of how the secured funds and earnings in your account work. As we reviewed your account, it appears that one of our specialists reached out to you through phone and was able to assist you further in resolving your concerns and clearing out the confusions. Should you need further assistance with your account in the future, please do not hesitate to reach out back to our chat support team and well be more than happy to assist you.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THEY HAVE OVERDRAWN MY ACCOUNT!!! For some reason, my pay schedule was changed to Tuesdays which ARE NOT my paydays. Therefore, all the money that was supposed to be paid back on Thursday (per usual) was withdrawn today which has in turn put my account in the negative of $500+. When I contacted the ************ I was told that because one check came early due to the 4th of July, it changed based on that information which is ridiculous! The agent I spoke to proceeded to list all of the dates that the checks had listed which are Tuesdays when payroll is completed however, that does not mean that they are in my account. My direct deposit does not post until Thursday! This practice is both deceitful and supremely lacks understanding of how this impacts someone. I have not experienced any problems with this app until now. I will be canceling my account. I would give this app zero stars after this experience!!!!

  

  Business Response

  Date: 08/07/2024

  Thanks for bringing this matter to our attention, ******. We sincerely apologize for the inconvenience this has caused you. We checked your account and we noticed that your bank has started posting your paycheck every other week on Tuesday. Posting paychecks a day or two earlier than your official payday is common for many banks. On the same day your paycheck comes in, we want to post our debits which is why the app based the update on your pay schedule on the posting date of your direct deposits with your bank. If you received fees from your bank due to our debits, please reach out back to our chat support team with a screenshot of the fees so we can assist you further.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22064428
  
  I am rejecting this response because: With the exception of July 2nd, my checks are not posted (meaning available in my account) on Tuesdays! I have said this many times to your representative. The information that you all have is incorrect. The earliest I receive my balance is Wednesday, not Tuesday. The date of the checks are on Tuesdays but the funds DO NOT become available in my account on that day. I do not know how many times I need to say this to you or how many avenues I need to go through to express this. In looking at the BBB site, it seems that I am not the only one who has encountered this problem with your company. I will be sure to continue to spread awareness about your deceitful practices. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/15/2024

  Thanks for getting back to us, ******. We're very sorry to hear about your experience and the inconvenience it has caused you. Please know that we take these matters very seriously. Employers have official pay schedules, but many banks process paychecks a day or two early. In your case, we have set up your pay schedule bi-weekly on Thursday and we strongly believe that we have debited your account correctly since 07/04/2024 is a holiday thats why you were debited a day before. If you received fees from your bank due to our debits, please reach out back to our chat support team with a screenshot of the fees so we can assist you further.
  
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22064428
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *** to borrow from Earnin was decreased by fifty dollars for the week. I wrote in to ask why. I caught the customer service representative in at least one lie. First I was told that the reason was because of failed debits. I kindly reminded them that the failed debits were in fact the fault of Earnin because they tried to debit my account on the WRONG DAY. When I backed her into a corner with this, the story suddenly changed. She suddenly told me that the reason for my *** decrease was a low bank account balance. But the bank account balance hasn't changed in the last several weeks and my *** had not decreased. Not until this week. No spending changes and I worked MORE hours, so geographically, Earnin should have known I was at work l, earning the money. I called her out on the contradiction and she went silent for about 10 minutes. Then she came back with a third completely different story. Now granted, the third story actually made sense, but because I caught her in at least one lie, I don't know what the truth is! All I know is I really needed to access my earnings this week, for something for my children, and I've got 50 less than I had counted on and I can't seem to get a straight reason why. I am seeking a full refund for every dime I have spent on this company. I don't expect to get it. I just kind of want Earnin to know it's been in a fight. And I'm willing to make life as miserable for this company as it's made it for me.

  

  Business Response

  Date: 08/02/2024

  Thanks for bringing this matter to our attention, *****. We're very sorry to hear about your experience and the inconvenience it has caused you. Please know that we take these matters very seriously. Upon thorough investigation, it appears that your *** decreased due to certain factors. The app determines community members' increase in *** using a complex formula that looks at your financial health and how you interact with the app, so there is no set timeline as to when a community member receives an increase. Furthermore, weve escalated this concern to the relevant team, and a team member has contacted you directly via email to assist you further.

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received an advanced shortly after my payroll deposit and I didnt get one the previous week later on it the day they took payment for the advanced on the same day and when I told them they were going to cause an overdraft they proceeded to tell me that I requested a advance before my payroll deposit even sent them screen shots showing them to be wrong and still refused to fix it.

  

  Business Response

  Date: 07/25/2024

  Thank you for bringing this matter to our attention, *****. We appreciate you bringing this matter into our attention. Weve reviewed your account and it appears that there are confusions with our debits. EarnIn schedules debits for the upcoming payday. However, theres a cutoff time for transfers requested the day before your payday. If you transfer out before 10 AM ET on the day before your payday, the debit will be on the following day. If the request is after 10 AM ET, the debit will be on the payday after next. Going forward, we recommend that you transfer after 10 AM ET to avoid being debited on the next day and be debited on the next payday instead.
  
  For reference, please visit: *******************************************************************************************************************************
  
  Should you need further assistance, please do not hesitate to reach back to our chat support team.