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:10/05/2022

  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 service lends you money before your paycheck comes and then debits the money from your checking account after you've receive your paycheck. This company has repeatedly changed the day that they take money from me because they try to watch my account and take the money as soon as possible. I have been debited MANY times (my bank statements can prove it) before I have been paid resulting in a negative bank balance. They have a policy that says they will correc this if it happens but when I have contacted them in the past, they say that they can only do something if I can provide a bank statement showing my account has been negative for a whole month. That doesnt make sense because I get paid twice a month so in 2 weeks, I would just get paid and they would never have to correct what they did to me. TODAY my account was being debited early AGAIN and when I contacted them, they refused to do anything. The representative even tried to prevent me from speaking to a manager by telling me he would help me more and then just repeated that he couldnt help me. They have refused to change the dates that they debit my account to match my pay dates on my pay stubs because they claim that they should get to take the money out 3 days early if I've been paid 3 days early in the past. Well, it doesnt work like that because I get paid when my company processes payroll. This should be ******** what they're doing. Just taking money from my account without my consent before I've even been paid. What's the point of them asking me my pay period schedule if they're going to take the money out 3 days early when they havent even seen me get paid yet. I tried to request the transcript to my customer service communications but the app will not allow it. I can forward it along if it ever shows up in my email.

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */
  We apologize for the inconvenience this has caused the community member. We have reached out to this community member for more information and to provide a resolution. If the community member would like more information about it, we recommend them to check their email and if additional assistance is needed, kindly let them know to reach out to us there. Thank you and have a nice day!
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a generic customer service response to waste your time. Notice how it does not offer a direct resolution. Notice how they make it seem as if they will offer you a resolution. When I check my email, they just apologize and ask if there's anything else they can help me with... But they never did anything to help in the first place.
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  We heard you, *******. We did send you the email informing you that we did thorough checking of your account and found out that you recently have a new employer. It was updated last 9/3/22. This new employer has a different pay pattern and that's bi-weekly. Talking about the pay dates reflected in your account, for the past three (3) direct deposits, it always posts on a Wednesday. Our system will need to set it to when you'll receive it in your account and not base them on what date it'll show in your pay stub (paycheck date).
  
  We understand that you want it to be debited after your paycheck will be posted (which you prefer on a Friday) so it won't charge you any extra bank ****** While doing a deep investigation, it shows that some of the Earnin debits were posted ahead of your paycheck. We apologize for that. As a resolution, what we did, was move it to the next business day which it's going to be set as "Pays every other week on Thursday. Holidays always pay the day before". Going forward, this is the pay schedule our system will follow.
  
  Apologies for not following your request to have it debited on a Friday (in a bi-weekly pattern) as we need to set it to the next business day from when your direct deposit will post, which it post every other week on Wednesday. If any issue comes up in your account, please don't hesitate to reach out to us. We recommend utilizing our live chat support so we can assist you in a timely manner.
  
  
  Consumer Response /* (4200, 11, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a revision by the company but they didn't actually do anything. I had to contact customer service on a separate occasion to complain that my account was INDEED debited too early. This person confirmed with me that FRIDAY would be the day of my debits but I can't prove that because your company refuses to provide me with transcripts of the conversations even though it's offered to me. Your company strong-hands people and refuses to help. DO NOT PRETEND THAT YOU DID ANYTHING TO HELP. If I had not contacted you to complain over and over again, nothing would have changed. I WILL NOT BE SATISFIED WITH THIS RESOLUTION UNTIL YOU DO EXACTLY AS I HAVE ASKED. My money, my rules. I am being reasonable and you are making your company look manipulative, deceitful, and purposely trained poorly. And by 'look' I mean 'you are'.

• Initial Complaint

  Date:09/30/2022

  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 violated its own agreement by taking repayment funds from my account prior to the date set (10/03/22). I have a transcript where they acknowledge it is their fault, but have done nothing to cure the issue, nor return funds or recompensate the fees incurred from their action. they are requiring a paystub from my next paycheck before taking action. I want my money back

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/10) */
  We humbly apologize for the inconvenience you've experienced and we appreciate your patience with us, *******. After reviewing the case, it shows here that you were able to reach out last 10/03/22 and one of our community advocates was able to give the refund. Your account is good to go and you may enjoy cashing out whenever you're able. If additional assistance is needed in the future, we always recommend reaching out to us through our live chat support. Have a wonderful day!
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received no messages from them
  
  
  Business Response /* (4000, 9, 2022/10/11) */
  Apologies for the confusion and thank you for your time. Please be reminded that you did reach out to us through chat last 10/03/22 and were able to communicate with one of our community advocates. A refund of *** was credited to your linked account ending in *** on the same day. If you haven't received it, kindly reach out to your bank so they can check it for you. Rest assured, it was credited that day. Let us know if you need additional assistance through our chat support so we can help you in a timely manner. Thank you!

• Initial Complaint

  Date:09/30/2022

  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.

  I have been an Earnin customer for a long time. I am a rural mail carrier. I am not paid hourly, I am paid salary. My timesheets are usps forms in office and we have to write our start and end times. We do not have virtual time cards. Only city mail carriers have virtual time cards.
  Recently something happened where my days worked weren't showing up on my Earnin account so I could not cash out. When I contacted them to see if they could correct this and sent photos of my time sheets, I was told they cannot accept handwritten ones. The United States Postal Service rural mail carriers timesheets should be accepted. Earnin has known what kind of timesheets rural mail carriers have. This is unacceptable. The timesheets have all the typed info on them of my info, employee ID, route info, etc. Rural carriers do not have electronic or virtual time cards.
  Because of their policy I can not get a needed cash out.
  I can understand why they don't generally take timesheets with times handwritten in, but these timesheets are through USPS, we are federal employees, and they should not have it a general sweeping rule.
  Earnin was always well aware of the type of timesheets I have and that those are my record of days/ hours worked.
  This lack of service from them was unacceptable. I've been a customer for a few years now, and my information has never changed.

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/10) */
  We appreciate your patience with us and we apologize for the inconvenience you've experienced, ****. This is absolutely not the kind of service we'd like you to experience.
  We've checked your case and completely understand the confusion if it appears that no earnings were seen at all at that time. That happened because your pay cycle has rolled over to your new pay period since you got paid (09/30/22). On your payday, our app will update to reflect the hours for your new pay period. This is why the earnings from the past pay period are no longer available and we are waiting at that time, too, for the app to reflect the new data gathered from your GPS. Unfortunately, our policy doesn't allow us to add handwritten timesheets for now. Also, it shows here that the earnings were reflected early in the morning on the following day.
  
  Your account shows that you're able to Cash Out. We're glad to see that you're enjoying using the app again. If any issue occurs in the future with your account, please don't hesitate to reach out to us through our live chat support. Have a nice day!

• Initial Complaint

  Date:09/29/2022

  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.

  On September 22, 2022 I requested a cash advance from Earin. When I looked at my bank statement it showed 5 transactions from Earin which I thought was weird. The was a withdrawal in the amount of ******* which was payment for the prior advance. Then though there were 2 deposits in the amount of **** each along with 2 additional **** withdrawals. These are separate from the ******* which is correct. So, the advance was deposited then taken back, then deposited and finally taken back again. So in all this mess I actually never received my advance. I contacted customer support right away on the 22nd. Stated what had happened, provided screenshots and a printout showing active with my name at the top and last four of my account number since that was what they requested. After providing all this proof the proceeded to tell me I received the advance. I stated numerous times no it was taken back immediately. Then I was told to wait a couple of days and it would fix its self. Nope! I just got done chatting with customer support since there is no phone number. At least that is what I was told when I asked on multiple uploads. I provided same proof and they once again continued to deny it and stated I had an active advance. Then I was told I need a actual statement which from my bank won't be available until Sept. 30. I asked why I provided pictures, that they obviously are not looking at since it is pretty evident. I stated that I will contact my bank and any withdrawal that is ********* will be considered fraud and theft and I will have rejected since it is **** not ***********

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/06) */
  We apologize for the inconvenience this has caused the community member. We have reached out to this community member for more information and to provide a resolution. If the community member would like more information about it, we urge them to check their email and reach out to us there. Thank you and have a nice day!

• Initial Complaint

  Date:09/29/2022

  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 have used Earnin off and on for many years now. I am paid on Fridays. My new bank credits my check, sometimes, on Thursday AFTER 10 am. Earnin has taken to withdrawing any money I borrow on Thursday by 6 am! This is unacceptable. They want me to borrow and run the risk of overdrawing my account. I will not do that. These people are shady in their business practices and should not be doing business the way they are.
  I had to shift money around on 9/1 when they withdrew before my check hit my account because I did not want that overdraft fee. It's absurd they can be allowed to dictate when THEY think you will always be paid. They claim you will pay back on your payday. MY paydays are every other Friday. Not Thursday. Never Thursday. They fraudulently advertise that you will pay back on your pay day.

  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/06) */
  We humbly apologize for the inconvenience you've experienced and we appreciate your patience with us, ****. After reviewing the case, it shows here that you were able to reach out last 9/29/22 and one of our community advocates was able to give the needed information.
  
  Please be reminded that your pay schedule is based on when you'll receive your direct deposit to your bank. We were able to check that after you changed your bank, all your direct deposits were posted on a Thursday (bi-weekly). We understand your claim that our debits were posted ahead of your paycheck, however, after checking the screenshot you've sent, it shows that it was posted after your direct deposit hits. We will be more than happy to make the necessary changes as long as we can see that it did post ahead (Earnin debit/s).
  
  If that happens due to some unusual situation, we recommend acquiring a screenshot of your bank transaction showing that. Kindly send it to us, and we'll surely review it immediately and make the necessary changes if need be. Please don't forget to reach out to our chat support so you'll be assisted in a timely manner. Thank you.

• Initial Complaint

  Date:09/27/2022

  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've been using Earnin for a couple of years with no issues, but this month it's has been nothing but problems. I used 3 cash outs last week, and they deducted the money on Tuesday when I don't get paid until ******* I saw that this was going to happen and I contacted them last week asking my pay date be changed to ****** and they would not change it. Now my bank account is overdrawn and I have *** in ********* ***** I contacted customer support again today and they said they can't assist me until my direct deposit comes through in 3 days. Meanwhile my account is still overdrawn and accruing fees because of their mistake.

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We apologize for the inconvenience you've experienced and we appreciate your patience with us, ********.
  
  As we've checked your case, it looks like you've communicated with one of our specialists through email. We appreciate your patience and cooperation in providing us with the needed documentation to complete our investigation.
  
  We can also see here that we were able to credit the requested reimbursement of $75 last 9/27/22. If additional assistance is needed in the future, we always recommend reaching out to us through our live chat support. Thank you and have a nice day!

• Initial Complaint

  Date:09/22/2022

  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.

  Earnin should have debited me ******* on Friday ******** as I am paid every other Friday. The Earnin app (screenshot attached), the three emails I received from ****** when I cashed out a total of **** (attached), and the live agent I spoke to today all confirmed I should have been debited on Friday ******** I was incorrectly debited on Thursday ******** which caused a *** overdraft fee. I reached out to ********* Live **** to have the incorrect debits reversed and instead taken out on Friday 9/23/22, and I wanted the *** overdraft fee refunded. The first agent I spoke to said my payroll setup was changed for some reason, and that is why the debit incorrectly came out on Thursday (attached photo of conversation with ******* *** Why are changes being made to my payroll setup in the system? For the past few months Earnin has debited on every other ******* no problem. I then spoke to another agent who refused to refund the *** overdraft fee because he claimed he couldn't tell it was caused by Earnin. The ******* in debits from ****** are what caused my bank account to overdraft. If the ******* hadn't debited on the wrong day, I would have had sufficient funds in my account. He also told me that I'm paid on Thursday, despite me explaining that my paycheck funds aren't available until **** I've had this issue in the past with Earnin where they think I'm paid on Thursdays, just because my paycheck shows up in my bank account on ********** My bank and I have explained to Earnin that the paycheck shows up on Thurs, but it is not available to use until ******* You can tell because the direct deposit transaction says "Eff. Date: _____" and then lists the date of ****** (bank screenshot attached.) I've had ****** supervisors confirm I am paid on Fridays. So why was my payment date randomly changed this week? What kind of company that connects to your bank account makes mistakes like that? Their system doesn't seem very secure if anyone can go in and make changes.

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We apologize for the inconvenience experienced with this community member. After reviewing the case, the account has been updated accordingly and we've reached out to the community member to provide information that we were able to credit the requested reimbursement of **** If additional assistance with the said account is needed in the future, we always recommend reaching out to us through our live chat support. Thank you

• Initial Complaint

  Date:09/17/2022

  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.

  On 09/02 Earnin took money out of my account causing it to go into the negative though they weren't supposed to take it until **** I informed them of the issue & was basically told they'd correct the dates (even though the dates were already correct in the system considering I've never changed my payroll date after the first change in Jan) & this wouldn't happen again. Yet my money was taken again on ***** This time a worker gave me different reasons why it would've done that. One reason being that it was because holidays I get paid early, which made no sense considering there's no holiday coming up. He also said that it was because the original transaction was before my payroll date was updated yet he began by saying he saw that it was correct on that exact date (screenshot) So again my account was sent to the negative without a real explanation as to why. Customer service rep was almost no help & was just copying & pasting generic responses. They told me my bank would have to fix it when my bank (& I agree) said that that was actually an Earnin error not theirs. They refuse to refund my money & just block you from the chat when they realize they get caught ************* *********** I have proof of my payroll date never being changed but they can't tell me why they keep messing up my account.

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/28) */
  We apologize for the inconvenience this has caused the community member. We have reached out to this community member for more information and to provide a resolution. If the community member would like more information about it, we urge them to check their email and reach out to us there. Thank you!

• Initial Complaint

  Date:09/17/2022

  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.

  This company has access to my full paycheck. After my paycheck was downloaded to my Earnin account and available via my card associated with the account, they ****** out all of my available money based on an issue with my bank account. Again, my money is deposited directly to Earnin , so they have ALL of my money. It doesn't touch my bank account at all. I've contacted customer support over 10 times and they will not release my funds! My car note of **** was ******** when I'm supposed to have **** available

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */
  We appreciate your patience with us and we apologize for the inconvenience you've experienced, ******. After reviewing the case, one of our specialists was able to reach out to you through email and was able to explain what happened and why you're not seeing any Streamed Earnings. If you'd like to know more about the details, kindly check your email as it was sent last 9/20/22. If additional assistance is needed in the future, we always recommend reaching out to us through our live chat support. Have a nice day!

• Initial Complaint

  Date:09/17/2022

  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.

  On 09/03/22, I got my first $100 cash advance with Earnin. I paid $11 for their tip. On 09/14, I received my paycheck two days early-got it on Wednesday instead of Friday, through Capital One. I paid back Earnin. On the same day, I cashed out a second advance with them. Two days later, 09/16, my bank account was charged $111. That's 12 days earlier than my next payment due date. I spoke to two reps, and they said I can't be refunded. Which makes no sense because even if my employer paid me every other Wednesday, if I cashed out on 09/14, my next payment wouldn't be due until 09/28. I want a refund.

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */
  We humbly apologize for the inconvenience you've experienced and we appreciate your patience with us, ********. This is absolutely not the kind of service we'd like you to experience.
  
  We did check your case, and allow us to inform you that it shows here that you were able to Cash Out last 9/3/22 with the old setup of your pay schedule which was "Pays every other week on Wednesday. Holidays always pay the day before". You then reached out last 9/14/22 (after your account was debited of $111) to inform us that you were paid two days earlier than usual from the linked bank. One of our community advocates was able to update your payroll setup to "Pays every other week on Friday. Holidays always pay the day before." so the new payday has been set as (9/16/22).
  
  After the adjustment, you did Cash Out on the same day, which the system set to debit on the nearest payday and that's 9/16/22. That's why it happened. Another thing, you were able to reach out last Friday and were informed that your pay schedule has been updated at that time back to "Pays every other week on Wednesday. Holidays always pay the day before" as we've confirmed that your bank has been consistently posting your paycheck on every other week of Wednesday.
  
  We hope this clears any confusion on this matter. We also can see here that you're enjoying cashing out and this will come out from your account on the next pay date which will be tomorrow, 9/28/22. If any issue occurs in the future with your account, please don't hesitate to reach out to us through our live chat support. Have a nice day!