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:08/24/2022

  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.

  Frequently contacting customer support in order to fix an ongoing issue that hasn't been resolved with no answers whatsoever on how to fix with being told someone would be in contact with me on my last issue on 8/24 that an agent would be in contact with me within 24 hours. No one has been able to help me and it's extremely frustrating saying engineering department would look into it.

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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.
  
  Our engineers were able to find a fix to your concern, however. we were saddened as we can see that you've closed your account. 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:08/24/2022

  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 applied for a loan but same day not long after doing so I changed my mind and canceled the account and terminated it and I did type asking for my bank account not to be used at all and I see a few days later that they attempted to deposit 1 cent into my account using my bank account without my consent or authorization and have caused my account to be in a negative. I would like for them to please obey my wish respect my wish and not touch my account anymore and restore anything they have taken out of my account.

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */
  We sincerely apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns. This is absolutely not the kind of service we'd like you to experience.
  
  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: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.

  I have been barrowing money up to 100 every pay period which is every 2 weeks when the deduct they payment on my payday it's deducted so the next following day they deduct the same payment but it show as miscellaneous til the following day it show up saying earning so 1 day I left 104 dollars in my account after they have already deducted the payment then boom they did it again as miscellaneous I keep trying to tell them they system or something charges me repayment twice they act like the can't see it so I had to catch it on my own it's been going on over 11 months now the 2 picture that I sent is the latest ones my bank wanted me to shut my account down but I got to much going on to be doing that

  

  Business Response

  Date: 09/14/2022

  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!

• Initial Complaint

  Date:08/19/2022

  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.

  My experience with Earnin' started out great. However, in the past four weeks they have managed to take **** from me. My Max Cash Out ********* by *** each pay period. When contacting them to resolve, they told me that it was because either I was not paying them back on time, I was spending more than I make, or my account has been overdrawn. That's all fine and well, but I have NEVER overdrawn my account. Not even once. I have ALWAYS paid them back on time - the money is taken out automatically. I have never requested a payback extension. And I do not spend more than I make - ****************************************** There is ALWAYS money left in my bank when payday rolls back around. So since they keep decreasing my MAX, I am losing $50 to them EVERY TIME my paycheck rolls around. It may be okay for other people, but it is not okay to me. I will contact my attorney if need be. Earnin has already been sued once, surely they would not like to go through it again.

  

  Business Response

  Date: 09/14/2022

  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.
  
  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, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While they stated in their response that they would like to "rectify" my issue to make themselves look good to the public, the email they sent told a completely different story. Not only did they copy and paste literally what every other advocate has said, the information they sent me is the exact information I listed in my prior complaint. Very *************** very unhelpful, and I am even more sorry that I decided to do business with this company in the first place. Please, take it from me. It may start off as a good thing, but you WILL lose money on this App. It is only a matter of time and no one will help you to understand why. And even if you meet their requirements, there will always be an additional requirement that they throw in to make SURE that you are incorrect and they are right. Pathetic. You should be ashamed of yourselves. No wonder your company has already been sued once before.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  We don't mean for you to feel that way. As you may already know, all Earnin community members may start with a Daily *** up to ***** Your Pay Period *** can range from ******** based on your use of the app, spending, and the health of your bank account and any adjustments are only temporary. The app evaluates pay period *** around each pay cycle and it checks your financial health and transaction history each time you cash out funds.
  At Earnin, we care for our community members and encourage healthy financial behavior in our community. Setting Maxes helps us make sure that Earnin app community members don't go overboard and ensure that everyone still has a paycheck come payday.
  No worries, our system does reevaluate your *** each pay period. So, if you make more money than you spend, stay out of the red, pay us back on time and use the app responsibly, you should see an increase soon. We hope this message gives you a different perspective on how our ***** work.
  For further information on how the app works, please visit our TERMS OF SERVICE that you can access here: **********************************

• Initial Complaint

  Date:08/18/2022

  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' set up my account incorrectly. I get paid weekly every Wednesday, and they set up my account to say that I get paid every Tuesday. As a result, their debits post before my paycheck and I am left with a negative account for a whole day until my paycheck is posted. I have contacted support SEVERAL times about this, including the Tuesday that the debits occurred, and they refuse to adjust their dates to correct their mistake, leaving me *********** to *********** I have provided ample proof that I am paid every Wednesday, including my stubs which are dated as such.

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/30) */
  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.

• Initial Complaint

  Date:08/17/2022

  Type:Order 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.

  This is a service who provides access to your in the future pay checks/income. They refuse to work with people who receive social security disability, or people who receive a guaranteed monthly pension payment. This is ***************** as this is guaranteed income every month. Inflation has us drowning in debt, and they refused to allow us to use their service

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/27) */
  We sincerely apologize if our service did not meet your expectations, and appreciate your taking the time to share your concerns. We would like to ask for an opportunity to rectify this for you.
  
  We understand you wanted to use the app but currently, we're unable to pay out earnings from Social Security, disability, and other government benefits, including Unemployment benefits, a feature we've decided to sunset just recently. To use Earnin, we need you to receive direct deposits from your employer to a checking account.
  
  Per our Terms of service, under Signing Up With Earnin, to create an account, you must be a resident of the United States or one of its territories, be at least 18 years old or the age of majority in your state of residence, have a Verified Source of Income, a Bank Account and use a cellular/wireless telephone number and/or email address that you own. Here are things you need in order for you to use the app:
  
  1. that has a fixed work location in which you work out of and has an online/electronic timekeeping system, or is verified by any other means that we may permit;
  2. is paying you on a regular pay schedule (weekly, bi-weekly, semi-monthly, monthly); and
  3. is paying up to 50% of your earnings into your Bank Account.
  
  Also, by saying you need a verified source of income means either:
  
  1. paychecks you receive from a Verified Employer; or
  2. anticipated income that may include, but is not limited to certain government-sponsored benefits (as determined by Earnin) and(2) other cash distributions that you have not received.
  
  As much as we would like to help you be part of our community, however, you must meet the above requirements in order to be eligible in using the app. 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 24/7 through chat/social media.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have deposits guaranteed and backed by the federal government, on the same days each month. Can't get anymore guaranteed than that...as well as, verifiable. In today's economy, it is vital to have this service, just to survive any upsets to a household budget. Shame on you for not allowing people on severely restricted budget to access this service. It could mean the difference between losing a utility, or worse.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  We don't mean for you to feel that way. I understand that you are receiving monthly deposits from the government, however, one of the requirements in joining the community is to have a verified source of income which means that you are receiving paychecks from a verified employer.
  Even though we would love for you to join our community, in order to use the app, you must be eligible according to the requirements earlier mentioned. In this matter, we really appreciate your understanding and patience.
  For further information on how the app works, please visit our TERMS OF SERVICE that you can access here: **********************************
  
  
  Consumer Response /* (2000, 11, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will be sure to notify everyone that I know, that this company refuses to help alot of people in need, whom are the older population, and disabled. My complaint still stands

• Initial Complaint

  Date:08/16/2022

  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.

  Contacted their support to correct the repayment date so that I will actually have money in the bank as this is a loan company. Changed three times from the 16th to the 19th. Upon being billed again on the 16th after asking 3 times and even taking screenshots of the chat. Fourth rep tells me that the billing date has not been changed. This is completely a lack of support from EARNING. They are okay with billing when you havent gotten paid (which is the whole point of this company, payday loan advance). Another rep just got on and said the complete opposite of what I was given previously. The previous rep accepted the date change and the next one just said that its not allowed. I cant get straight answers and I cant get my problem fixed.

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */
  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.

• Initial Complaint

  Date:08/11/2022

  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.

  On July 29th my debts for this company came out, but they put my account on hold. They are saying I owe them debts still when the debts already went through on the 29th. I provided documentation & a statement showing those debts being taken out, and they sent it to a specialist to be reviewed, and they gave me a 24 hour turn around time to get back to me. 3 days went by and since then I've taken to managers, because I REFUSE to have money taken from me when I have no debts with them. This last time speaking with them on 8/11/22 I asked to speak to a amanger after she *********** everything I said. I told her everything. Then requested a manager because she did not understand what I've went through already. At which point she ended the chat ubruptly and I was pushed back into a que. This IS RIDICULOUS IF MONEY IS TAKEN FROM MY ACCOUNT I WILL ***.

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/25) */
  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.
  After reviewing the case, it shows that your bank reversed the debit request last 7/29/22 that's why it didn't push through. However, it got settled after you were able to provide the needed document last 8/16/22 that shows it was posted to your account successfully. Now, we are happy to see that you continue to enjoy 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.

• Initial Complaint

  Date:08/10/2022

  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 changed my payday without verifying it with me first. My payday is every other Friday and they changed it to Wednesday without contacting me about the change. They withdrew funds two days earlier than the date I set with them resulting in my balance going negative.
  
  I contacted customer service and they stated that "your direct deposit date is Wednesday." This was an unacceptable response. My paystubs always state that the check is dated for Fridays. Sometimes the bank posts early and will go in VERY LATE on Wednesdays. This does not mean my payday is Wednesday. It is Friday, has always been Fridays,and apparently if the system shows a direct deposit on a different day they will automatically change it without checking with the account owner.
  
  I am seeking a written statement from Earnin that they will change this policy to keep the payday that the account owner states and not change the payday. They should not be changing people's paydays without verification, permission, or notification. I also would like an actual apology, not a "we're sorry this upset you" apology. They are at fault and should not be giving me an apology that pushes the blame on me.
  
  To summarize, the only acceptable resolution here is a written statement of a change in policy that the paydate stated by the customer is the correct paydate, not the one they 'think' it is. The apology is optional but would go a long way in improving their relationship with me.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 8, 2022/08/25) */
  We humbly apologize for the inconvenience you've experienced and we appreciate your patience with us, ********. Your pay cycle was initially saved as Pays every other week on Friday. Holidays always pay the day before automatically since your previous direct deposits posted on Fridays. It was until June 2022 that your direct deposit posted on 06/15/2022 which falls on Wednesday and has been posting on Wednesdays since then. On the same day your paycheck comes in, we want to post our debits and since the app noticed that there are changes with your direct deposit, your pay schedule was adjusted based on the new posting date.
  
  As for the notice of the change, the app shows when you'll be debited for each cash out that you make. If you want real time updates, I highly suggest turning on notification settings for Earnin app. It looks like you reached out to us via our Chat Support early this month and the Community Advocate who handled your chat was able to resolve your concern.
  
  If any issue occurs in the future with your account, we always recommend reaching out to us through our live chat support.
  
  
  Consumer Response /* (3000, 10, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No. This is not acceptable. My pay date is Friday. It has always been Fridays. It sometimes posts late in the day on Wednesday, but that does not mean the pay date is Wednesday.
  
  But there's more! Even after playing by YOUR rules, it's still not fixed. Even after chatting with your help team, sending a shot of my pay stub, and getting confirmation that you corrected the date, my date continuously changes back to Wednesday.
  
  This is completely unacceptable.
  
  
  Business Response /* (4000, 12, 2022/09/07) */
  Our apologies for the inconvenience. It seems that you've reached out to us through our Chat Support and your pay cycle has been updated to Pays every other week on Friday. Holidays always pay the day before.
  
  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 24/7 through chat/social media.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 am in the process of getting a mortage and the underwriter needs written documentation from the company that no further balance is owed. I have contacted thier customer service multiple times and I was assigned a case number XXXXXXXX and was told I would be contacted in 2 business days. This was over a week ago. There was no response and all further attempts to contact have yielded no results. I want the document requested in order to close on the loan.

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 8, 2022/08/25) */
  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 checking this case, we can see that your documentation request has been sent out last 8/10/22 through email. If you happen not to receive it still, kindly reach out to us and we'd be glad to send it again.
  
  Thank you for your patience and understanding.