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:07/23/2022

  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 using the Earnin App for about 2 years. I have never had an issue up until 2 months ago. After my payments were deducted I would try to borrow and I would be told to upload screenshots of my account. I would do this and wait with no results. In the beginning I would contact support and an advocate would manually clear up the issue so I can borrow again. I was told that my bank and their bank are having issues updating and that they are "working hard to fix the issue". It has been 2 months of this. I, unfortunately, rely heavily on this app. I am now being told that it cannot be cleared up manually, as it was before because of their bank and my bank and AGAIN they are working hard to fix this issue. How hard are they really working if it's already been 2 months with no change? And why am I now having this issue after using the app and the same financial institute for the past 2 years. I do not get email updates, like I am told, and it doesn't feel like I'm talking to human anymore because I same pre-written responses. I'm sure they have a record of my multiple chats with customer support.

  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hello *******! Our apologies for the inconvenience this has caused you. Please know that this is never the experience that we want you to have.
  
  We already reached out to our third party bank providers about this matter and we are just awaiting for the fix. No worries, we'll update you as soon as the bank connection issue is resolved.
  
  Please see the follow up email we sent you. Thank you!
  
  We appreciate your patience and understanding regarding this matter.

• Initial Complaint

  Date:07/22/2022

  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 RECENTLY CHANGED OCCUPATIONS AND MY FIRST CHECK I TRIED TO USE EARNIN TO DEPOSITE IT VIA ONLINE TO MY BACK ACCOUNT AND IT GOT *************** 3 TIMES AND GAVE THE CHECK BACK TO MY NEW EMPLOYER AND WAS CUT A NEW CHECK WITHOUT ANY ISSUES. MY EMPLOYER IS NOW SAYING THAT THE ****** CHECK HAS BEEN TAKEN OUT OF THE COMPANY ACCOUNT AND WAS NEVER ISSUED TO ME. THAT CHECK SHOULD OF GONE BACK INTO THE COMPANY ACCOUNT BUT DID NOT. I NEED THIS RESOVED ASAP.

  

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/22) */
  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.
  
  We sent you a follow-up email so we can discuss this further especially since we're unable to find any account associated with your account information. Thank you for your patience and understanding. We look forward to your response.
  
  
  Consumer Response /* (2000, 7, 2022/07/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/21/2022

  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.

  ****** ********** **** was ********* from my bank account from ******* I revoked my ************* in *** **** but they have still taken money from my account and now will not refund me. Every chat agent I spoke with has been very **** and ******* to *** the ****** This was my last **** to buy my ******* baby girl ********

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Please accept our sincerest apologies if we haven't been able to offer you a resolution through chat. Upon a closer look at your account, the debit that was automatically processed in your bank account was from the Cash Out that you received on 05/18/2022. Because the Cash Out was received, our system will need to take it back together with the tips and Lightning Speed fees (if applicable). The debit was supposed to be scheduled for 05/25/2022, however, it failed due to insufficient funds. When this happens, the app will automatically reschedule the debits, usually on a future payday. However, if the app sees that you have a high enough bank balance, the debits may occur before your payday. Hence, the debit worth $100 was automatically scheduled last 07/20/2022. Regarding your revoke authorization request, we've sent you a follow-up email to better explain things. We greatly appreciate your patience and understanding regarding this matter.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked for a refund for my 100$ and this company keeps giving me the round around. I clearly said I revoked my access so give me refund already. This business is so thirsty and shady with their practices, it is honestly ridiculous.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  Hello ********! Our apologies for the inconvenience this has caused you. Please know that this is never the experience that we want you to have.
  
  We reviewed your account further and verified that there was no request made last *** to ****** *************** Since our app noticed that you have a sufficient balance to cover the debits, it tried to process the unsettled debits last **** ***
  
  However, we can see here that the transaction failed again and was reversed back to us. Please see the follow up email we sent you so we can discuss this further.
  
  We appreciate your patience and understanding regarding this matter.
  
  
  Consumer Response /* (4200, 11, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked for my **** year refund. It's either that or I will be going to my local news reporters and my social media platforms to let others know of issues caused by Earnin. If I am not refunded my ***** I will also be moving forward with recommended legal action.

• Initial Complaint

  Date:07/19/2022

  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.

  I closed the account on ********* and received email confirmation but my pay was and still being *********** to ******* On ********* my paycheck was grabbed by ****** and I had contacted them via **** on ********* with **** then transferred to ******* ** which had to be escalated to ****** got fixed and a check mailed to me- which I did receive. On ********* I received another email confirmation that my paycheck by ******* I contact ****** right away on ********* chatted with **** *** ** and again on ********* to ******** C told both times account is closed and the funds was transferred back to my employer and to allow 3 business days (I still have all my emails and ************* they sent me new closed email notifications- (which I feel like they never closed the account because all of the ***** are for the time of chatting). I have discussed the situation with my employer already ** and they have not received the ****** The last time I got a 3 day notice now I am at risk of my lights being turned off and unable to take care of my daughter. I work paycheck to paycheck and don't get government assistance I can't delay and keep getting ******* every time. I need my paycheck. I contact ****** **** again on ********* and ******* with ******* C and then transferred to a specialist *** ** still got same response. No one can find my paycheck or give me a timeline. I don't understand why ****** took funds when I didn't owe any funds to them and they have told me that my new bank account can not be supported in their system. So if no linked bank accounts and no funds owing, why is my paycheck being ****** when I requested to close an acct.

  

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/22) */
  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.
  Once an Earnin account has been closed while being a member of Earnin Express, any funds being deposited to the Earnin Express virtual account will be rejected and sent back to the linked employer. However, in your case, it seems that your two most recent deposits still went through the virtual account. We've reported this issue to our engineers and they have been investigating this issue very thoroughly and with the utmost urgency.
  Regarding the remaining paycheck, we'll be sending this through a paper check. Our specialist has sent a follow-up email today to continue assisting you with this and to resolve this for you as soon as possible.
  We greatly appreciate your patience and understanding regarding this matter.
  
  Consumer Response /* (3000, 11, 2022/08/08) */
  I have received contact from Earnin, advising they are going to mail me the check and provide the address to mail to, however I have not received it yet and tried contacting but no response confirming if they have mailed it to me. So I am still waiting. at this time.
  
  
  Business Response /* (4000, 15, 2022/08/23) */
  We appreciate your patience with us, *******. As you've communicated with one of our specialists, they did process the paper check that day (8/5/22) and you should have received them last week as it will normally take 7-10 business days. If you happen not to receive it still, we urge you to contact us through our chat support so we'll be more than glad to assist you in a timely manner to get this all resolved.

• Initial Complaint

  Date:07/19/2022

  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.

  So I use earnin on a regular basis. I recently had a family emergency and couldn't work. I told them I needed them to not take repayment from account I wouldn't have enough money to cover. They took the money now my account overdrafted 388.00 and I have no access to money. That not even including the 4 overdraft fees coming. I try to get them to return the money or let me access what I have earned. They gave me the same runaround can't do anything I didn't give them enough time. They always withdraw before my deposit hits but they aren't suppose to overdraft and they are suppose to return any fees or overdrafts if they do. I want the overdraft fees and the 400.00 plus dollars for the transactions returned. I can't live without money. I need them to do what they promise when you use them. Not make excuses

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Hello ******! Our apologies for the inconvenience this has caused you. Please know that this is never the experience that we want you to have.
  
  We wish you could have reached out to us sooner so we'll have ample time to reschedule the debits for you. Please note that the debits are set on **** ** and we need a notice of at least 3 business days prior in order to reschedule your debits.
  
  we sent you a follow up email so we can discuss this further. Thank you for the patience and understanding. We look forward to your response.
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because they say they refund overdraft fees if they cause them. And they didn't even try to help me stop the transaction from coming out and I still sit overdrafted with no money cause they Also won't let me access anymoney
  
  
  Business Response /* (4000, 9, 2022/07/26) */
  We understand that you acquired fees due to our debits that we are not able to postpone.
  
  We sent you a follow up email so we can further discuss the reimbursement procedure for the fees acquired.
  
  We look forward to your response. Thank you!

• Initial Complaint

  Date:07/17/2022

  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 had been using Earnin for a while but they kept lowering my pay period max without warning and causing me to be ** ******* short every other paycheck because I was stuck in a cycle of having to borrow the money back or lose my pay. I decided to ****** their access to my bank account and pay them back in my own time so I could get out of that loop every pay cycle. After spending and hour and being *********** multiple times I finally got them to revoke access. This morning I attempted to log in and remove my banking and employment ************ There's no way to do it yourself and customer service kept trying to set my account back up to auto debit. I explained very clearly that my intention was to remove my information and they do not have permission for access, and she acted like she didn't understand and sent me ************ on how to set it up instead. I want to be sure they will not ***** my account and I want them to remove my linked bank account and employer information as the do not need updates anymore from *******

  

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Hello *********! Our apologies for the inconvenience this has caused you. Please know that this is never the experience that we want you to have.
  
  Please be informed that the decrease of your Max limit is based on the overall financial health of your account and it is auto evaluated by the app. As for your Revoke Authorization request, please do not worry about it since the request was approved and granted last ********
  
  Kindly see the follow up email we sent you so we can discuss this further. We look forward to your response. Thank you and have a great day!
  
  
  Consumer Response /* (2000, 7, 2022/07/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I was aware that my pay period max was subject to change, I was informed that I was supposed to receive an email before it happened and I never did. Despite that, I'm satisfied with the resolution as I just wanted to be sure you would not debit my account any further and you answered that for me.

• Initial Complaint

  Date:07/15/2022

  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.

  I had initially tried to ****** my ************* for this company to automatically withdraw funds from my account. The company didn't take my request seriously, and authorized debits regardless. Their means of communication are limited, and their live chat ************ tried giving me the runaround. My decision to ****** ************* should be considered final, and should be honored.

  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Hello *******! Our apologies for the inconvenience this has caused you. Please know that this is never the experience that we want you to have.
  
  Please note that We need 3 business days' notice before your current debit date to reschedule/stop your debits. If we miss this window, we won't be able to reschedule them because it will have been sent to your bank for processing by that time.
  
  We appreciate your patience and understanding regarding this matter. Kindly see the follow up email we sent you so we can discuss this further. Thank you!