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:08/06/2022

  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.

  I use this app to help with being short on money. I like the app generally but I have been charged more money than I took. There is a daily limit of $100 but was charged $164.44 to pay back. When I went to the customer care they could not give me an explanation as to what that charge is out why it's more than I could take out. They are stealing money from people and doing nothing to help when they are called out! I work hard for my money so when I am paying my credit back, I expect it to be what I took not extra with no explanation as to why! Times are not easy right now so having anything over what I expect to pay hurts me! I added screenshots of the chat and the charge in question.
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 8, 2022/08/24) */
  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 8/9/22 and one of our community advocates was able to give the needed information. We are glad that it clears any confusion and we hope you're still enjoying the service while using the app.
  
  If additional assistance is needed in the future, we always recommend reaching out to us through our live chat support.
  
  
  Consumer Response /* (2000, 10, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was finally given the reason for the charges and I was satisfied.

• Initial Complaint

  Date:08/05/2022

  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.

  I have the secured credit card with having the Earnin Express account. I have not been able to withdraw my funds from the card to my primary bank account for 3 days now. I've contacted them multiple times and been told repeatedly this has been escalated and the engineering department needs to handle this matter to get it resolved. In the meantime, all my automatic payments have bounced back and are continually being returned. I have no access to cash at all. I can use the card to make transactions but I also have bills that I am unable to pay. Not only can I not access my money, with every transaction, they are deducting the money from the secured account and the steamed earnings they advance me access to every pay period. So for every transaction, I am essentially paying twice. I am beyond livid and there has been no urgency with resolve. I am demanding this matter to be resolved and given some additional compensation for the inconvenience and fees I will ultimately be charged for every returned payment I accrued during this week.
  

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/26) */
  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.
  I understand the confusion this caused you and I would love to help you understand better how Earnin Card works.
  
  Earnin Card is a partially secured charge card that works like a credit card. Your Earnin Card is powered by the available credit from the Secured account and available credit from your Streamed Earnings. The way it works is that every time you purchase or take cash advances we extend an amount of credit to settle the transaction then we will secure the same amount from any available funds in your Secured Account. The secured funds will stay in your Secured Account until you manually make a payment from your Secured Account. In the same manner, secured funds will not be available for any transactions and this also means that your available credit in your Secured Account decreases.
  
  Let's take a closer look at your card spending and secured funds to understand how transactions work for Earnin Card. For example, from 06/21/2022 to 08/04/22, which you can check in your Earnin Card statement, we've extended a certain amount of credit for ********* for your card purchases. For every spending you make, we reserved the same amount which we call Secured Funds that will be used to pay your card spending on your due date. In your secured account, you received a total of ******** (remaining paycheck from your Earnin Express account) in the span of 4 pay periods in which you withdrew a total of ***** from your paycheck. You won't need to pay your Earnin Card withdrawal since that is your money but you will need to pay for your card spending. Note that for every card spending, any available funds in your Secured Account will be recognized as Secured Funds up until it equals the card balance amount. This means that the remaining funds in your Secured Account of ********* were used to cover your card spending that reached the amount of **********
  This is the reason why you were no longer able to withdraw on *** since you have used up all of your earnings from the Secured Account. With that, you are left with your available credit from your Streamed Earnings. With earnings accruing, you should still be able to use the card for card purchases and cash advances.
  
  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/social media.

• Initial Complaint

  Date:08/04/2022

  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.

  Hello. I did three cash outs on June 13, 2022 totaling $260.97 ($103.99, $103.99, & $52.99). They attempted to collect these advances on June 24, 2022; however, due to insufficient funds they did not clear successfully back to the company. I received an email from them and my bank about the insufficient funds. Here comes July 25, 2022, Earnin debited my account that total amount in the three separate transactions. It cleared successfully through my bank, however, I currently still have a hold on my Earnin account as it is August. It states I still owe $52.99 from 6/24 and that is not the case. So, I contacted the chat support multiple times and all the agents were saying the same thing about the $52.99 and asked when I would like to reschedule the payment debit. I then escalated the issue to a supervisor on August 4, 2022 and got connected to a ******** and he accused me of falsifying my bank information immediately. I sent screenshots of the debits Earnin made on 7/25 from my bank account to him which I received straight from Bank of America's app. He also suggested that I was not the actual customer of the account and then lied and said a Zelle transaction of $50 is what I mistakenly sent him which is not the case. The screenshots I provided had no Zelle transactions in them and he refused to tell me what happened to the money that was taken out of my account on 7/25. He lastly stated Earnin will be requesting a copy of my July bank statement for security purposes. I was very appalled by this interaction as I've been using Earnin for awhile now and never experienced such accusations and refusal of assistance. I will wholeheartedly no longer be using this service after this settled.
  

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 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.
  
  Your account was put on a temporary hold because our debits failed to post. The reason we asked for a bank statement is for us to view all your transactions including reversals because the screenshot you sent shows that all our debits are posted, but based on the updates we received from your bank, there is a reversal on 06/27/2022. The debits are now posted and the temporary hold has been lifted.
  
  If any issue occurs in the future with your account, we always recommend reaching out to us through our live chat support.

• Initial Complaint

  Date:08/03/2022

  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 signed of for this service because I needed a loan I accepted a cash out but after seeing the money was gonna be pulled from account earlier then I got paid I cancelled the cash out immediately, hours later they sent the money anyway when I found out I contacted them they were no help. Today my account is overdrawn and they are telling me it's not because of them my account is overdrawn. I want my overdraft fee paid for and why wasn't my request cancelled on their end but cancelled on mines obviously it's issues with the system because it also states that my account needs to be resolved when it's be m resolved. I will never use this service again

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/25) */
  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:08/01/2022

  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 sent a money order to cover the outstanding debt on July 20, 2022, and to date they have not credited my account. On July 29, 2022 (seven days after I mailed the money order), they attempted to take the money out of my checking account and I got an insufficient fund (NSF) charge. I have since closed my account and there is no way to communicate with them except thru Chat on an account.
  
  I want them to process the money order and refund me the *** NSF charge.

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/24) */
  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:07/30/2022

  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.

  Hi! I recently got my card and phone ****** and I have never used a cash out option with earnin since I recently got it. I was just charged my account when I never even used the app before I just had it downloaded. It was a fraud transaction and they won't even help me dispute it. I had high hopes for this company but they just fail you in the end. I lost my card and electronic devices and I'm already going through********** hardship. So to have them not even cooperate with me while I was being nothing but polite to them is wrong.

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/24) */
  We apologize for the inconvenience you've experienced and we appreciate your patience with us, ******. As a reminder, the first Cash Out you will experience after creating your Earnin account is not automated. It is only processed after you manually choose and confirm the Cash Out amount (plus tip amount if applicable) and we have successfully verified and set up your Earnin account, that's why you received the funds. Also, we reviewed your chat conversations with our representatives and account and it looks like both parties came up with a resolution.
  
  If any issue occurs in the future with your account, we always recommend reaching out to us through our live chat support.

• Initial Complaint

  Date:07/28/2022

  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.

  This business is a ****** Weekly they will take your money, and then when you go to get it back they tell you that can't give it to you because the same information you have been using is all of a sudden ********** Weekly they give you the run around and make you feel like you're being ******* out of money you worked hard for. Save yourself the ********* I certainly should of. I want my money back. I'm sick of these *** and their back words ********** They're happily ******** from *** and offer ********** customer ********

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 8, 2022/08/22) */
  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 awaiting 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:07/25/2022

  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 use the app regularly for cash advance on my ********* I noticed there was a transaction posted to the app but was not reflected in my bank. The app was stating that my next ************** Friday) that monies are owed to them. I reached out to Earnin via chat because that is the only possible way to talk to any customer service. I spend about 4 total hours on the chat on 5 different occasions over the span of a week. I was told every time after a ******* *********** process that the money would be in my account by next business day. After that didn't happen I'ver several days I decided to thoroughly ****** the terms of service agreement and it states that you can ****** your ************* from them to debit your account immediately and without risk of being reported to credit agency. When I attempted to do that via chat I had people leave the chat without responding or say they are ********** my request and someone would reach out to me ********** I already have ********** that were ********* and have heard ******** The ********** request needs to be made 3 days before next ****** I am within that window but no one I was able to speak with would confirm my request. I have screen shots of several exchanges with them regarding this matter available upon ********
  I am getting this matter on the record now to ensure that my account will not be ******* again ******* in the future per my request and in line with there terms **********

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 10, 2022/08/22) */
  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 the same day you requested it and shows that your request has been granted and your account was tagged as such. That means, your account will not be debited in the future not unless you give us your permission to do so. You may check your email for more information.
  
  If additional assistance is needed in the future, we always recommend reaching out to us through our live chat support.

• Initial Complaint

  Date:07/25/2022

  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 had 2 debts to pay on earning it was 52.99 and 103.99 the deal was I paid one of those debts to get my account off hold I paid the 52.99 and they still have my account on hold even after I paid my debt of 52.99 and it's not right I just want access to the almost 300 dollars I earned

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello *******! Our apologies for the confusion. We understand that you wish to cash out and lift the hold in your account.
  
  Please be informed that you have to settle all the remaining debits that was returned to us due to insufficient funds before we can lift the temporary hold on your account.
  
  Note that the app will only allow for your account to be activated once all the debits are settled.
  
  Please see the follow up email we sent you. We appreciate your patience and understanding regarding this matter.
  
  Thank you!

• Initial Complaint

  Date:07/24/2022

  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 used the earnin express feature from the earning app. The feature requires you to transfer your direct deposit to earnin for them to deduct your borrowed amount and then pass on to you. I never received any of my paycheck and customer service can't tell me where my money is or when I'll receive it.
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 10, 2022/08/22) */
  We humbly apologize for the inconvenience you've experienced and we appreciate your patience with us, ****. After reviewing the case, it shows here that we were able to send you updates through email regarding your paycheck.
  
  The account and routing number we received from your employer that was supposed to be linked to your Earnin Express account were invalid that is why the funds were returned back to your employer's account last 7/25/22. We also can confirm that the paycheck amount you're expecting was credited to your account last 7/28/22. You may check the said email for more information.
  
  If you need additional assistance in the future, we always recommend reaching out to us through our live chat support.