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:06/03/2025

  Type:Product 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 switched my account to ****************** and I'm trying to login but I can't because I don't have access to that number but I asked them to unenroll me so I'm not sure if they received my paycheck because I didnt I've been overly stressed and the support isn't helping me

  

  Business Response

  Date: 06/12/2025

  Hi Keyashia,

  Thank you for bringing this to our attention. We sincerely apologize for the stress and frustration this experience has caused. We have carefully reviewed your account activity and support interactions to ensure we address your concerns thoroughly.

  Our records show that you requested the closure of your EarnIn account on May 23, 2025, and you confirmed with the agent that your direct deposits are no longer being sent to this deposit account. After the closure, there was an attempted deposit to your EarnIn account on May 30, 2025. Since your account had already been closed, our system automatically returned the payroll deposit to the originating account. Specifically, we recorded a successful ACH return of $283.16 processed on May 30, 2025, at 9:01 AM.

  You reached out to our support team on Monday, June 2, and we understand that during that interaction, you were unfortunately given incorrect information regarding the status of your deposit. We sincerely regret this miscommunication and recognize its impact on your experience. As a result, the agent involved received additional coaching and direct feedback to reinforce the importance of verifying account status and routing details before advising customers. Furthermore, on June 6, 2025, our support leads proactively issued a team-wide reminder to double-check bank account information when addressing similar concerns. This incident was taken seriously, and appropriate measures were adopted to ensure accuracy and consistency moving forward.

  We are using this as an opportunity to reinforce training and improve the quality of our support. If you have any further questions or need additional assistance, please reach out to us at **************************** Thank you again for your feedback.
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising 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 fraud on my *************** account on 4/21/25, so I had to open a new account. I tried to connect my new **** account to ********************** through Plaid, and it is not working. When I click the "Share my Data" tab, nothing happens. I have been trying since April. This needs to be fixed ASAP for the sake of customers like me who had to open a new account because of fraud. This was not my fault and I was a very good customer before this happened. I rely on this app.

  

  Business Response

  Date: 06/02/2025

  Hi *****, Thank you for taking the time to share your experience with this bank connection issue. We have reviewed your account and it appears that we are encountering a connection issue with your bank. However, we reached out to our bank connection provider to fix the problem and theyve informed us that there's currently no timeframe for a fix.
  
  Unfortunately the only alternative right now is to use a different bank or direct your deposit to a different account. I know that might not be a practical solution but right now there is no definite time frame for when the issue will be fixed.
  
  If you don't have a different account or are unable to switch banks, we need to wait for bank connection providers to resolve the issue. We'll reach out to you once as soon as possible when we get an update. If you need further assistance, please do not hesitate to reach out to our live chat support team.
  
  

• Initial Complaint

  Date:05/27/2025

  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 have been with EarnIn for a while. I never missed a payment. They decided to randomly change my debit date which will disrupt all of my bills coming out of my account. I agreed to get debits every other Friday when I get paid for any advances I receive. This is fine. However, since I got paid early but after 8pm on Wednesday a couple times they want to debit on Wednesday which comes through early Wednesday morning before I receive my paycheck. I have things coming out of my account in the morning that will get ****** causing my bills not to get paid and charged by my bank and/or the money will not be there when they debit goes though and I will get overdraft charges. When I tried to inquire with chat in a respectful way and was told that I could not change it, I asked to speak with a supervisor. The chat agent( Rusciel Leih) blocked my ability to chat. I have not had a response to my request after I asked for a supervisor. I would like my dates to be changed back to my pay date of every other Friday instead of Wednesday. And whatever was done by the agent listed above to block my ability to chat to be checked on. We use this service because we are struggling and need the help. Apparently this company doesnt care about its customers even if they pay on time and are an upstanding customer

  

  Business Response

  Date: 06/02/2025

  Thank you so much for reaching out and sharing your experience, *********. Were truly sorry to hear about the frustration this situation has caused, especially given how important it is to have your finances run smoothly and avoid any unnecessary disruptions or fees. We understand how upsetting it can be when something impacts your ability to manage your bills, especially when you've always made payments on time.
  To clarify, the change in your pay schedule was based on your recent deposit history as reflected in the app. The app automatically sets your pay schedule according to the most consistent deposit pattern it sees. That said, we completely understand your concern and how this shift may have affected your budget and upcoming transactions.
  We reviewed your previous chat and want to assure you that you were not blocked at any point. Rather, your conversation was successfully transferred to a supervisor as requested. Furthermore, your pay schedule has been updated to Thursdays, as agreed, since this adjustment aligns more accurately with your actual payday by setting the debit date to the day after your deposit is received.
  We truly appreciate you being a long-time community member and for your continued trust. Please dont hesitate to reach out again if you need anything further, were here to help.
  
  

• Initial Complaint

  Date:05/20/2025

  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.

  Earnin has refused for the last 4 years to acknowledge the fraud that occurred on my account. I did not make a withdrawal, however, my ex roommate apparently did and sent it to our joint account. Not long after we parted ways and I no longer have access to the account. ********************** keeps saying I have to provide a bank statement showing that I didnt receive the funds but thats literally not the problem. The funds were received but not by me. This is fraud. Every few months I reach out to them again but they just keep saying they need a bank statement showing I did not receive the money.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out and sharing your experience. Were truly sorry to hear about the difficulties you've faced, and we understand how upsetting this situation must be.
  We acknowledge your concern regarding the unauthorized transfer and that the funds were deposited into a shared account you no longer have access to. While our policy typically requires a bank statement to investigate disputed transactions, we understand this case involves unique circumstances.
  Please know we want to support you as best we can. If you're able to provide any documentation or context regarding the joint account closure or loss of access, we may be able to escalate this for further review. You can email us directly at ****************************** to securely share any relevant details.
  We appreciate your patience and hope to resolve this matter with you.
  
  

• Initial Complaint

  Date:05/08/2025

  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.

  This company took money out of my account prior to my payday. They admitted that happened and then promised to make it right. After reaching out to CS the next day, I started getting the run around. Tonight, they openly refused to reimburse me for the theft of my money on a day that was NOT my payday after overdrawing my account. Instead of making it right (after proving screenshots of the posted debits) they tried to refuse to reimburse me. They are stealing money and causing overdraft fees and Id avoid at ALL COSTS

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out and sharing your concerns, *****. We understand how frustrating this situation has been, and we sincerely apologize for the inconvenience its caused.
  Weve already credited the amount that was debited on the incorrect date to your account. However, as for the overdraft fees, we are unable to proceed with reimbursement at this time due to the lack of transaction proof. We understand that this is frustrating, and we're more than happy to help further if you can provide us with any screenshots or documentation showing the overdraft charges. Please send this information to ****************************** so that we can assist further. 
  Were committed to making things right, and we appreciate your patience as we work through the details. Please dont hesitate to reach out with the necessary information, and well be glad to assist you as quickly as possible.
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  The company is used to get payday loans. You tell them the hours you work and how much you get paid and they lend you the money to payback next check. I have been doing this for years with them. However they have calculated my earnings incorrectly. I make 22 an hour 40 hours a week and they "calculate it" as 6 an hour... They have adjusted my earnings twice but have yet to correct this issue. I reached out today 5/4 and they won't adjusted to the correct pay per hour. I've included a chat convo with a customer service *** who adjusted it on 5/3 with ***** Also the convo with the *** today 5/4

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out and sharing the details of your experience, *******. We truly understand how important it is for your earnings to be reflected accuratelyespecially as a long-time user who has consistently trusted our service and taken the time to reach out for support.
  We're glad you were able to speak with one of our specialists and come to a resolution, even while the issue with your earnings is still being worked on. Please rest assured that our engineering team is fully aware of the earnings discrepancy and is actively working on a fix.
  Regarding your hourly rate, the app calculates your estimated after-tax hourly rate based on the payroll deposits made to the bank account linked to the app. The hourly rate we calculate for you may be lower than expected if you work part-time or split your check between two bank accounts. 
  If we can be of any further assistance, please don't hesitate to contact us.  We appreciate your patience and continued trust as we work to resolve this as quickly as possible.

• Initial Complaint

  Date:04/25/2025

  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 recently lost my job waiting on unemployment and small pay check from new job. My bank account was already overdrawn and they took ****** out of my accountvans i got two overdraft fees. It says that they will not overdraft your account thay actually took from already overdrafted account. They are making it impossible to recover from this set back. I know I owe but they are violating their own policies overdraftinh

  

  Business Response

  Date: 05/01/2025

  Thank you for sharing what youre going through were really sorry to hear about the financial difficulties you're facing right now. We completely understand how stressful and overwhelming this kind of situation can be, especially while waiting on unemployment and managing a smaller paycheck.
  We want to clarify that when you initiate a transfer out in the EarnIn app, you'll see the date we plan to debit your account for repayment. By completing the transfer, you're authorizing EarnIn to debit your account on that scheduled date as well. This is intended to provide clarity and help prevent any unexpected withdrawals. While EarnIns intention is to provide clear visibility and avoid unexpected debits, the app instantly schedules a debit to your bank as soon as you transfer. The debit is then sent to your bank a few business days before the debit date to ensure that you are debited on the correct payday. Because of this process, our debits were still posted despite your account being overdrawn. 
  That said, we know things dont always go as planned. While we arent able to reverse the full amount, weve already sent a $40 credit to your account for the bank feesyou received. We truly hope this helps even in a small way.
  If theres anything else we can do or if you need more support, please dont hesitate to reach out were here for you.
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23248863
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Schnotzer

  

  Business Response

  Date: 05/08/2025

  Hi ******,
  Thank you for sharing your feedback, and we appreciate the chance to address your concern. A specialist has already reached out to you directly to assist with your concern.
  Should you have any further questions or need additional help, please dont hesitate to connect with them for further support.
  We appreciate your understanding and are here to assist you whenever you need.
  
  

• Initial Complaint

  Date:04/21/2025

  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 have dealt with earnin since 2015. The issue is regarding my PAYDATE. I have asked earnin occasionally since 2015 to fix my PAYDATE from Thursdays to Fridays. On April 19th, since 10:12pm when I reached earnin via chat, representative **** *** , has chose to give me backlash , HARRASS me , and failed to accept my request despite providing her with my old account and proof of my paystub. I have stressed the need for PAYDATE change for four hours straight to no avail. This representative consists to harassment me by failing to change my ******* when asked with proof. As a result this particular representative gave me heartache, pain, stress. This is not the first time I had chatted with this company I have asked them in the past to correct the date with no issue until now

  

  Business Response

  Date: 04/24/2025

  Thank you for bringing this to our attention, and were truly sorry for the frustration and stress this situation has caused you. We understand how important it is to have your pay date reflected accurately in the app, and we sincerely apologize if your experience with our support team felt unhelpful or dismissive.
  To clarify, employers have official pay schedules, but many banks process paychecks a day or two early. Based on your most recent pay history, your last three paychecks were posted on 4/10/25, 3/27/25, and 3/13/25. Thats why your pay schedule is currently set to **** every other week, 1 day before Friday. Holidays pay before.
  However, if our debits are posting ahead of your paycheck due to an unusual situation, please let us know so we can review it further. And if your bank has charged you any overdraft or NSF fees related to this pay schedule and they are not fully refunded, please reach out to uswed be happy to take a closer look.
  Again, we truly value your loyalty to EarnIn and appreciate your patience. Let us know how we can best support you moving forward.
  
  

• Initial Complaint

  Date:04/17/2025

  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.

  EarnIn has repeatedly got the dates wrong that my direct deposit posts. It posts Thursday mornings and always has. They take the repayment before my direct deposit is actually posted to my account and overdraw my accounts every week like clockwork. I want to be reimbursed for all the overdrafts.

  

  Business Response

  Date: 04/21/2025

  We sincerely apologize about the trouble you've been experiencing with the timing of your debits and the impact it's had on your account, *****. We understand how upsetting it must be to face overdraft fees each week, and you absolutely deserve a smoother, more reliable experience with your finances. Thank you for bringing this to our attention were here to help sort it out with you.
  The EarnIn app schedules debits based on your pay pattern, and if theres any mismatch with the original setup, it may result in early debits and potential overdraft fees. To help us better understand your actual pay schedule, could you please send a copy of your pay calendar or any documentation from your employer that confirms your official pay dates and pay cycle? Wed also like to take a closer look at any fees youve incurred so we can assist further.
  You can send the details to us at **************************** We're committed to resolving this for you and making sure your experience with EarnIn is a positive one. If there's anything else you need, dont hesitate to reach out.
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23216418
  
  I am rejecting this response because:

  I have brought this to their attention multiple times, they give me the same run around answer instead of trying to correct the problem. Look back to when I first started using the app and you will see I emailed them and they basically told me I was wrong and continued to overdraw my account and I had no choice because financially I needed the weekly advances to keep food on the table during tough times. Earnin has only offered to look at it and has taken no action. I want to be reimbursed. That is my only acceptable response at this point, Im asking for $105 which only covers the last 3 weeks of overdraws, Im not even asking for all the overdrafts which comes to $385 total since July of 2024. 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to share your experience, *****. We're truly sorry for the frustration this situation has caused. We completely understand how difficult it must be, especially when youre doing your best to manage financially and have had to deal with ongoing overdraft fees. This is not the experience we want you to have, and we deeply apologize for the inconvenience.
  We want to assure you that we take your concerns seriously and are committed to resolving this. Regarding your request for reimbursement of the $105 for the last three weeks of overdraft fees, well need to review your account in detail. To help us do that as efficiently as possible, could you please send us the details of the overdraft fees you've incurred to us at **************************** Once we have that information, we can thoroughly assess the situation and work toward a resolution.
  Once again, we apologize for the repeated issues you've faced, and were here to help get this sorted. Please dont hesitate to reach out with any additional details or questions.
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23216418
  
  I am rejecting this response because:

   

  there are photographs of my account attached to the complaint. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/05/2025

  Hi *****, We truly appreciate your feedback and the opportunity to address your experience.
  Weve had a specialist reach out to you directly to assist with your account. If you have any further concerns, please feel free to connect with them for additional support.
  We truly appreciate your understanding, and were here to support you. 
  
  

  Customer Answer

  Date: 05/05/2025

   
  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:04/16/2025

  Type:Product 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.

  Used their platform to withdraw a lightening speed charge of $150 with the $5.99 debit. This charge was never credited to my account. I provided bank statements to their chat department in which they had no explanation and randomly transferred me to a new specialist that did not respond for over 45 minutes despite my multiple attempts to see if anyone was in chat.

  

  Business Response

  Date: 04/18/2025

  Thank you so much for letting us know, Tawny. Were truly sorry for the delay you experienced with your Transfers and any trouble this caused.
  Weve confirmed that the credits you transferred on 4/14 and 4/15 have posted successfully on the following day, 4/15 and 4/16. Could you please check with your bank to see if the other Transfer was delayed or blocked on their end? Once your debits have been posted, let us know so we can refund the two Lightning Speed fees for the Transfers that didnt post instantly by reaching out to your ticket or by emailing us at *************************************************.
  Were committed to making things right and ensuring your experience with EarnIn is smooth. If you have any other questions or concerns, please dont hesitate to reach out.