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:09/15/2022

  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.

  On 8/31 I had money deposited into my earnin ******* account. Unfortunately due to the terms and conditions my *** deposit was rejected and suppose to be returned to my company so they could reissue me a new bonus check. My company has yet to receive the money and won't issue a new check, I'm missing thousands of dollars in bonus money and it's causing a great financial and emotional strain on me as I'm trying to close on a house. I've provided earnin with a trace number from my payroll department to track the funds and haven't heard anything back about my money and it's been over two weeks since the money was originally deposited. This has been an awful experience with earnin and all I want is my bonus money.

  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/09/27) */
  We thank you for being patient with us and we sincerely apologize for the inconvenience you've experienced, *****. We've reviewed the case, and one of our specialists was able to communicate with you through email and confirmed that our partnered bank had informed us there was an issue in processing the return but they were able to fix it and confirmed that your deposit on 08/31 had been completely returned to your employer on 09/19. Also, you did confirm, too, that your employer was able to reissue the funds. We are happy to know it's been resolved.
  
  We were glad and appreciative of your cooperation in getting all information needed to help us with our investigation. 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 wonderful day!
  
  
  Consumer Response /* (2000, 10, 2022/09/22) */
  Earnin sent the money back to my employer on 9/19 after finding an error in processing the *** return. My company deposited the funds into my account on 9/22. Can I please close this case it's it's been resolved fully by earnin.

• Initial Complaint

  Date:09/15/2022

  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.

  Today 09/15/2022 I emailed earnin and did chat session with ****** and *****.
  I requested them to remove my bank info. from app they both refused. I deleted my card earnin has on file. I requested to stop debit transactions. They both refused. Both requested a screenshot of my bankruptcy paperwork then ****** said needs the full document. My attorney ***** ****** will be sending notice. All you all need *************
  Info. Or you can contact my attorney. I am not sending the whole document which has my personal information on it to some app to ppl behind a computer. If the ******* is deducted from my account after I deleted my debit card yesterday I will dispute with my bank.
  Then the attorney will get involved with earnin
  Not complying with ********** stay.
  I will be getting a case number tomorrow
  I want my account deleted and closed.

  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */
  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 resolution. We're waiting for a response. If the community member would like more information about it, we urge them to check their email and reach out to us there.

• Initial Complaint

  Date:09/15/2022

  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.

  I tried opening an account for a small loan. The app refused to work properly and it took forever to get it to accept my info. Once I finally got signed up, I couldnt log in and kept getting a ridiculous error
  The customer service on Earnin is top 5 worst ever dealt with. Completely ignored what I was saying to give stock answers that didnt apply to my situation at all. I got so fed up after hours that I started asking them to delete my account to which they completely ignored my request.
  They kept telling me to log into the app to delete my account, DEPSITE ME TELLING THEM I COULDNT LOG IN. Absolutely useless CSRs.
  They STILL havent deleted the account despite me asking them MULTIPLE TIMES.
  They keep sending me emails offering me a loan even though their garbage app doesnt let me actually use it.
  Im getting super fed up with this half-assed scam of a company.
  DELETE MY ACCOUNT AS IVE REQUESTED MULTIPLE TIMES.
  I DO NOT WANT YOU TO RETAIN MY DATA ANYMORE, YOU ARE A BUNCH OF ************

  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */
  We sincerely apologize if our service did not meet your expectations, and appreciate your taking the time to share your concerns, *********. This is absolutely not the kind of service we'd like you to experience.
  After reviewing the case, it shows that your account has been closed (per your request) on the same day you reached out to us and that's 6/29/22. If you wanted to create a new one and need our assistance, please don't hesitate to reach out to us. We'll be more than happy to help.

• Initial Complaint

  Date:09/13/2022

  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.

  While using the Earnin app I saw my debits and moved money in to my account to get them taken care of as to avoid any fees from my bank account or Earnin app. After moving the money and verifying with their customer service team that all debits were taken care of another debit was taken out without my knowledge and put me in the negatives I have received multiple overdraft fees on my account because of it. While on the line with them we verified that all debits were received and I was told that if I could give them a screenshot of my debit putting me in the negative they would fix this issue. After getting the screenshot on my banking app and showing it to them I was told that it was taken out on a different day with no explanation as to why or even why it was that amount. As I had explained to them what was said to me the day before they didn't not try to help me understand or explain to me how this ********* This is the second time now that something like this has happened and it now having to be on me to get it fixed since they have decided that it's not their ******** During my calls it was verified 5 different times that the debits were paid. This is completely ***********

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for being part of the Earnin community. We really appreciate your feedback. We really don't want the kind of experience you are having in using the app and we assure you that the issue regarding the debits that were taken out from your account gets resolved as soon as possible.
  
  Looking at your account, the debits were supposedly be: ******** ******* ******* ******** ****** and were scheduled to post on 9/9/2022. But, ******* was taken from your account on 9/12/2022. The reason it was automatically rescheduled for 9/12 is that at the time we tried to debit your account on 9/9 your bank balance is not sufficient to cover all the debits. The images you sent over the chat shows the running balance to the corresponding debit/s.
  
  May we know if you are still working with ****** ************** and having the same pay schedule: Pays every other week on Friday. Holidays always pay the day before? We see here that the description of the recent direct deposit in your account changed? Do you changed employer? Please send us your recent pay stub so that we can update the payroll setup. Looking forward to your response to the email we sent you. Have good day.

• Initial Complaint

  Date:09/11/2022

  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 is going to be a long one. So apparently someone else had use my device to log into the Earnin account. When I got the device I downloaded Earnin and I made my own account. Everything seem to be going good and I was able to take out a $100 advance. A few days later I got an alert on my phone stating that earning detected that I may have another account and contact them. So I did and then they told me that because someone else with a different name a different date of birth a different bank account had used use my device before The accounts were automatically linked together. Then they told me that the other party who had previously used my device to log into the Earnin account had a debt on their account that they owed to Earnin. And because of this debt my account was now on hold and I would no longer be able to use Earnin's services until the other party resolve their debt. When I questioned the supervisor ******* that I spoke with and told him that this was not some thing that I agreed to, I did not know that they could automatically link to accounts without either account holders permission, and it was not listed anywhere in their terms of service that they could do that and also put my account on hold for someone else's debt to them. ******* said he was going to check into that for me and after seeing that that was in fact not in their terms of service he left the chat. I have been going back-and-forth with Earnin's representatives regarding this issue for the last three hours. They are freezing my account, holding account features away from me, because of somebody else's debt to them. It is not in their terms of service that they can do that and it is not some thing that I agreed with so be warned that if you buy a phone from someone and they have a Earnin account and you log into Your own earn an account with the same device those accounts are automatically going to be late and if either party has a debt both accounts will be frozen

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for being part of the Earnin community. We really appreciate your feedback. We really don't want the kind of experience you are having in using the app and we assure you that the issue regarding having a linked account gets resolved as soon as possible.
  
  I see that your account is now off hold, active and you were able to cash out after your account was off hold. By the way, the debit for the Cash Out was scheduled for 9/14/2022. If you are unable to use Earnin even after confirming the debits have been posted, please send us a screenshot showing the debits have posted to your account (not in pending state), and we will be able to update your account for you. Please include the bank balance as well.
  
  Just to let you know as well that you can only have one active account at a time with Earnin using one device to avoid this to happen again. Thank you for your patience.
  
  We are confident that we've resolved the issue. Please reach out to us if anything else comes up.

• Initial Complaint

  Date:09/10/2022

  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.

  Charged my bank early, caused me a returned fee and refused to refund me.
  

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 6, 2022/09/13) */
  Our sincere apologies for the inconvenience and how your concern was handled. It was never our intention to make you feel that we've overlooked your issue.
  
  We sent you a follow up email to provide more information regarding this issue. We look forward to your response. Thank you!
  
  
  Consumer Response /* (3000, 8, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They arent even acknowledging the fact they charged me early and I got a returned fee, I can't imagine why anyone would do business with them when they are ******** over this customers like this and not even acknowledging it when I sent them a screen shot of the fee they caused me by charging my account early.
  
  
  Business Response /* (4000, 11, 2022/09/26) */
  We are truly apologetic for the inconvenience you've experienced and this is absolutely not the kind of service we'd like you to encounter when using our service.
  
  As we've checked your case, it looks like you've communicated with one of our specialists thru 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 *** last ******** If you wish to create an account in the future, please don't hesitate to reach out to us through our live chat support.
  
  
  Consumer Response /* (2000, 13, 2022/09/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally after weeks of nonsense sent me the 29 dollars though they should owe me more after all the time and harassment.

• Initial Complaint

  Date:09/09/2022

  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.

  I loved working with Earnin previously. They have provided emergency funds to me for a long time with no problems. Out of the blue their system changed the date of my pay period. This resulted in two failed debits by Earnin to get their funds back. I contacted customer service to clarify my pay period had not changed and they tried the debits prematurely. She fixed the situation and said my account was repaired and I happily hoped to continue using the service. However, every pay period my *** has been lowered and lowered. I contacted customer service and they informed me it was because of the failed debits. I asked the failed debits that Earnin caused themselves? They told me not to worry. The system would continue to review my account and my *** would increase soon. I am happy to state that Earnin has continued to lower my *** so much that soon I won't need to use them at all!! By refusing to allow me to use their service as designed I am having to use high interest loans to help ends meet. They say they are reviewing my banking practices and that is why my *** was lowered. I have no failed debits on this account except for Earnins plus I only use the account to get paid early. How do they know what my banking practices are since they have no access to my real bank. Keep in mind their master control computer program decides everything for Earnin and they assure you that no humans are allowed to make any alterations, recommendations or corrections because of it. Since I can't get out of this financial black hole I will no longer be using their service

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Our sincere apologies for the inconvenience and how your concern was handled. It was never our intention to make you feel that we've overlooked your issue. We would like to ask for an opportunity to rectify this for you.
  
  We sent you a follow up email to provide more information regarding this issue. We look forward to your response. Thank you!

• Initial Complaint

  Date:09/05/2022

  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 have used the Earnin app for 2 years and have had more problems in the last 2 months than I ever have. This app has screwed me over multiple times, changing my max and especially taking all debits as soon as my paycheck hits my bank account. I spend multiple times a day, more than 4 times a week on chat with them (because it is the ONLY way they will communicate) trying to resolve not being able to cash out due to a problem with their "third party" banking people not receiving updated information. I feel it is not fair to have no problem connecting to my bank to take debits but then I try to cash out and NOW you say there is nothing you can do but wait until they fix the issue with my bank. Half of my paycheck is lost to them every 2 weeks and has ended up digging me into a deeper hole of debt when the purpose of this is to HELP PEOPLE! Daily, I am asked to upload a screenshot of my debits and direct deposit. I upload multiple photos multiple times a day, end up chatting with someone and they manually fix the issue and give me my cash outs. Now I am being told that they can't manually do anything and they are "so incredibly sorry for any inconvenience but we are working to resolve your issue with our third party and will reach out to you via email when it is resolved." There is no timeline when it will be fixed. So I'm expected to wait around for my money that you JUST took from my acct but now you can't connect with it?? Make this make sense to me! I see now that multiple people have this complaint. This is supposed to be a service to HELP the customer, not drag them through the dirt! If it is ever possible for me to stop using this app without losing half of my check, I will delete my acct and never return to them. They rely on algorithms of a computer to decide everything and I will provide screenshots of their very oddly generic automated like responses. I will take legal action within the week if I do not receive any resolutions and my money back.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Our sincere apologies for the inconvenience and how your concern was handled. It was never our intention to make you feel that we've overlooked your issue.We are also sorry if the bank connection issue is not yet resolved until now.
  
  Please note as well that like most financial services, we use a bank provider to connect to your bank; which means we don't have a live minute-by-minute connection to your bank; we only receive updates from your bank periodically. Our third-party bank data providers allow us to create an indirect connection with our community members' online bank accounts. This means that we're totally dependent on the updates provided by the provider. If there's an issue with the connection of your bank to the provider, our connection with your bank is also affected. And we've got news from our bank data providers that there is a known issue that's affecting other community members using the same bank as you. We don't have an exact time frame for when it will be fixed.
  
  We really wish we had better news to share, however, I'm afraid that we'll have to wait for the updates from our bank provider regarding this issue. Rest assured they're doing their best to fix the issue as soon as possible.
  
  We appreciate your patience and understanding regarding this matter. For other concerns or inquiries, feel free to reach out to our customer support. We are live through chat 24/7.

• Initial Complaint

  Date:08/26/2022

  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 requested a cash advance of **** to my bank account on August 18th 2022. I promised to have it deducted from my account on Aug XX XXXX. I never received the ***** i let them know right away and they told me to wait. I didnt receive anything but they did take out the **** from my bank account. I have my bank transactions to show they never sent me anything but did STEAL **** from my bank account.

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Our sincere apologies for the inconvenience and how your concern was handled. It was never our intention to make you feel that we've overlooked your issue. We would like to ask for an opportunity to rectify this for you.
  
  We sent you a follow up email to provide more information regarding this issue. We look forward to your response. Thank you!
  
  
  Consumer Response /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After I opened the complaint, Earnin reached out to me and sent $100 to my bank account. This deposit was received the same day. I am satisfied with the result.

• Initial Complaint

  Date:08/24/2022

  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.

  They debited money they were not owed.
  I received two credits for money from them, one was **** and one was supposed to be **** but it was only ******
  I tried contacting them via the app, sent them many screenshots of my bank account transactions showing i never received the money that was sent. The refused to refund me the **** i never received.

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Our sincere apologies for the inconvenience and how your concern was handled. It was never our intention to make you feel that we've overlooked your issue. We would like to ask for an opportunity to rectify this for you.
  
  Regarding the missing transaction, we sent you a follow up email to rectify the issue. We look forward to your response. Thank you!