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:01/21/2025

  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 is a cash adance app where you pay the money back on your set payday. After using this app to get a cash advance, i was charged 4 days before i was set to pay the money back and it overdrafted my chase ******** The date of repayment was January 21st and in the amount of $155.99. Was debited January 18th, making my account overdrafted. Due to there payment system i am stuck with overdraft fees.

  

  Business Response

  Date: 01/24/2025

  We truly apologize for the inconvenience you're facing, ****. We understand how frustrating it can be when funds are withdrawn earlier than expected and affect your account balance. To provide more context, when your payday is close to a weekend or holiday, we prepare your debit deductions a few days in advance to make sure everything is handled on time. This is why we send the request to your bank earlier to give them a heads-up about the upcoming debits.
  We align our debits with the day your paycheck is deposited. When we submit the requests to the bank, they are informed of the planned date. However, due to some banks' policies on pending holds, they may process the request sooner, especially during weekends or holidays.
  We completely understand how upsetting and stressful this situation must be for you. Were more than willing to look into the fees you've incurred because of this and work to have them corrected. We also want to ensure this doesnt happen again in the future, and well take steps to make sure everything is in order moving forward. Please reach out to ****************************** or to our 24/7 chat support for assistance with a screenshot of the fees you incurred, and well get this sorted for you. 
  Thank you for your patience and understanding as we work to resolve this for you.
  
  

• Initial Complaint

  Date:01/21/2025

  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.

  EarnIn has been stealing money out of my ***** ******** They never put any money but the 0.1 cent. I gave them the screen shots and the bank statements showing them even though i didnt receive anything they still keep trying to take money from my ***** account and think its funny

  

  Business Response

  Date: 01/24/2025

  Hi, Chance! Thank you for bringing this to our attention and sharing your concerns. Were sorry to hear about the confusion regarding the transactions on your accountits understandable how frustrating this situation must be.
  After reviewing your account, we see that transfers of $100 were sent on 1/06/25 and 1/16/25, but the debits for those transactions did not process successfully. We also received the **** statements you shared, but it seems they are from a different account than the one linked to the app or where the transfers were routed to.
  To help us investigate further and resolve this for you, well need a copy of your January **** statement from the account linked to the app. You can send this via email to ****************************** or reach out to our 24/7 chat support for assistance.
  We truly appreciate your patience and cooperation as we work to address this issue. Please let us know if you have any other questionswere here to help.
  
  

• Initial Complaint

  Date:01/16/2025

  Type:Product 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 normally use ear-in to get cash advance and they deduct it automatically from my bank account every payday. The last transaction was $150, come payday they took two $150 transactions from my bank account in the same week and when I tried to call the customer service to ask for a refund they told me that I cannot get it because I already used the money. This is a WRONG! Thats why I decided to deactivate/close my account to prevent them from taking money from my bank.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this to our notice, *****. We sincerely apologize for the inconvenience you have experienced with the debits. Your feedback is important to us and we are committed to providing you with excellent service.
  
  Upon further checking, there were two Transfers sent to your account within the pay period of your 12/20 payday. One was sent on 12/12 and the other was posted on 12/16. Since your Transfer on 12/12 was sent after the cutoff, this should be debited on 12/20 along with your 12/16 Transfer.
  
  If you were unable to receive one of these two transactions, please let us know by reaching out to our in-app chat support or send us an email at ****************************** and well thoroughly investigate this. Rest assured that we will provide you with the resolution you need.
  
  We appreciate your trust in ** and we look forward to serving you better. Have a wonderful day!
  

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Hosea **** ********

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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.

  Over the weekend I ***aid my advance to Earnin. A few days later I wanted to request a new advance but was having issues. I contacted customer service and they let me know I wouldnt be eligible for another advance due to the daily deposits I was receiving in between my pay dates. This I understood but since I wasnt eligible anymore then I requested my account to be deleted. The ***resentative then tried to offer to rearrange my dates but at this point I was no longer interested in using the app any further so I asked again for my account to be deleted. The *** then asked if my direct deposit is funded through Earning to which I let them know it is not. I also expressed the reasons why I wanted to delete my account at this point and the ***resentative then responded, letting me know they would be escalating the concern to a specialist. I kept responding, telling the *** I dont want to speak with anyone else and I just want my account deleted. At this point I felt like the *** was purposely ignoring my requests and as I type this, still has not responded to my request or even gotten back to me about them escalating the issue to a specialist.

  

  Business Response

  Date: 01/21/2025

  Thank you for reaching out to share your experience with us. First, we want to sincerely apologize for any frustration or inconvenience this situation has caused you. Your concerns and requests are important to us, and we truly understand how upsetting it must have been to feel that your request wasnt being acknowledged right away.
  We completely understand your desire to have your account closed, and we want to assure you that your feedback has been heard. We always strive to provide clear and responsive communication, and we deeply regret that this wasnt your experience.
  Your debits have cleared, and your account has been fully closed. Please note that once your EarnIn account is closed, we are unable to reopen or reactivate it. If you wish to use EarnIn again in the future, you will need to create a new account, and your banking information will not be able to be reused for 7 days.
  While we understand your decision to no longer use the app, we want to reassure you that we are here should you ever decide to return or need further assistance in the future. If there's anything we can do to help, please dont hesitate to reach out.
  We truly value your feedback and appreciate you bringing this to our attention. Once again, we apologize for the inconvenience, and we thank you for being part of the community!
  
  

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/14/2025

  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.

  Yes I have been having trouble with my banking connection with ***** havent been fixed and still they are taking money out my account they took ****** from me on 1/14/2025 that was my light bill money how they take that much and my banking account not connected to my account. I contact them by customer service **** ****** told me he was go transfer me to a manager didnt come back to help at all left me on hold didnt say nothing this is rude and ridiculous I want my money back this site isnt right

  

  Business Response

  Date: 01/17/2025

  Were truly sorry to hear about the difficulties youve encountered with your bank connection and the frustration caused by the unexpected debit. We completely understand how upsetting this must be, especially as those funds were set aside for your light bill. Its also concerning to hear about your interaction with our customer service, and we sincerely apologize for any inconvenience or disappointment youve experienced.
  Wed like to clarify why the debit was posted to your account despite the current bank connection issue. When you transfer out, the app instantly schedules a debit with your bank to ensure the funds are debited on the correct payday. This debit is sent to your bank a few business days before the scheduled date, which is why it still posted even with the bank connection issue.
  Please rest assured that weve already filed a ticket with *****, our bank provider, to address the connection issue youre encountering. Were actively working on this and will keep you updated.
  We genuinely value your feedback and want to ensure your concerns are addressed. If theres anything else we can assist you with, please dont hesitate to let us know.
  Thank you for your patience and understanding as we work to resolve this for you.
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  First off let me say this. When I first signed in to earnin everything was great. Back in 2023 I used them for a few months and eventually I closed my account because I didn't need any more loans. Fast forward to 2025, I sign up for earnin again and I changed all of my information including updating my bank account. It proceeds to tell me that I am to get a loan for $100, which was fine until they verified everything. Shortly after applying for that loan it tells me there is an issue with my account. I went to look at my bank account and I noticed 2 charges from earnin for $106.99 each taken out. No warning now keep in mind that account was from 2023 and it's now 2025 and I closed my original account because I paid off what I owed. Now this *** that I chatted with tells me that they tried to take 4 payments out of my account for $106.99 each but my bank denied 2 of them for fraud attempt. I asked this *** for proof that I owed this amount and she tells me that she cannot show me proof and that they will keep up with attempt to take the other 2 payments when it sees enough money in my bank. I don't see anywhere on my earnin account that I owed them any money. They fraudulently took money out of my account and I cannot get a straight up answer or proof. Back when I did have earnin I could only take a $100 loan at a time. Not sure where these 4 payments comes from ..

  

  Business Response

  Date: 01/21/2025

  Thank you for reaching out, and we truly appreciate your patience, *****. We understand how concerning this situation must be, and were here to assist you. Upon reviewing your case, it appears that we were able to send your Transfers on March 25 for ($100.00 + $6.00 tip + $3.99 fee) and March 26 for ($100.00 + $6.00 tip + $3.99 fee). We attempted to debit these on Mar 29, 2023 but bounced back due to insufficient funds. We reattempted the debits but still to no avail.
  We recommend contacting your bank to request a bank statement for March 2023 in PDF format. This will allow us to investigate further if the debits successfully posted. Once obtained, you can share the document with us through our chat support within the app for review.
  Rest assured, once the outstanding debits are resolved, your account can be fully reactivated, allowing you to use EarnIns services again. We are committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and please know that were here to support you every step of the way.
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22800188
  
  I am rejecting this response because: they are not still showing proof of what I really owe.  Last representative that I spoke to say that she doesn't have access to that information.  Those 2 payments that were mentioned has already been taking out of my bank account, and they are now saying that I have 2 more payments to process but they cannot show me proof of exactly how much the payday loans were for from back in 2023.  I do not owe $400+ to Earnin.  The response that you received was the exact response that I have received without proof of exactly how much I owe and I honestly do not believe that I owe them what they say that I owe them.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/27/2025

  Thank you for reaching out to us, *****.
  We understand how frustrating this situation must be, especially when the information youve received hasnt provided the clarity you need. We sincerely apologize for any confusion caused and are here to help.
  After reviewing your account, we can confirm that two debits of $106.99 each (totaling $213.98) were successfully processed on March 29, 2023. The remaining four debitstwo $106.99 and two $109.99 transactionswere unsuccessful due to insufficient funds.
  The app rescheduled these debits automatically, which is why youve seen additional debits posted to your account on January 11, 2025. While two of those debits were processed successfully, the remaining two were declined by your bank due to insufficient funds.
  The app will continue to reschedule the declined debits. However, if you prefer, we can manually adjust the dates to better suit your needs.
  We hope this provides clarity and resolves your concerns. If you have further questions or need assistance, please dont hesitate to contact us. You can also review your upcoming debits in the Activity tab of the EarnIn app.
  Thank you for your patience, and were here to support you through this process.
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  This company will request ACH funds two days (if not more) early resulting in a negative bank account. I have found a pattern that on several occasions EarnIn Will be scheduled to take funds out on a NON holiday and will send or request for the funds up to TWO days early resulting in a negative bank ****************************** seems to be SO extremely concerned that they will not get their money from customers that they are ok requesting the money EARLY resulting in the funds being HELD up in the customers account . If you have customers who are borrowing in the first place. What makes you think we can afford for money to be HELD up early in our accounts?

  

  Business Response

  Date: 01/17/2025

  We sincerely apologize for the trouble you're experiencing with the debits, ******. We completely understand how frustrating this situation must be, especially when the funds are held up early and impact your account balance. To explain it further, a few days before your payday, we prepare your debit deductions, which is why we send the request to your bank account in advance to notify them of the upcoming debits.
  We understand how our debits can create uncertainty, especially if they post before your direct deposit. Weve scheduled our debits to align with the day your pay is deposited.
  When we send our requests to banks, they are fully aware of the process date weve set. However, some banks, due to their policies around pending holds, may process the request early, especially around weekends or holidays. 
  We truly understand how inconvenient and concerning this can be, and we  appreciate your feedback. Were always looking for ways to improve and your experience is valuable in helping us do so. 
  We look forward to serving you better. Have a wonderful day!
  
  

• Initial Complaint

  Date:01/09/2025

  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 had a repayment due on the 27th of December for $755.99. My account was debited the amount on that same day with 2 charges of $27.50 for insufficient fees. When I contacted them, they refunded me $55 because it showed up being paid in full. Which after that my payment date got changed to every other Monday instead of Friday by their representative. I reached back out on 12/28/24 because $150 was taken again from account from this place as a repayment. When I reached back out to them, they claimed my 1st repayment wasn't paid in full. I sent over my bank info proving otherwise, and nothing was done. On 12/30/24 another $150 was taken out from account for a repayment. I reached out again to them, and they claimed the same thing.. it was from the 12/27/24 repayment. I sent my bank info to them again, and nothing was done, just them saying to send a PDF copy of my ************* statement. So today 01/08/25 I sent over my PDF ************* statement to still be sitting here waiting on chat for them to resolve the issue. But they aren't! They're still trying to say it was from 12/27/24! Which my bank statement shows clear as day that, that is not the case! I paid everything back on 12/27/24!

  

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and for providing detailed information about your situation, Jnai. We sincerely apologize for the frustration and inconvenience this has caused you. We understand how important it is to resolve this matter promptly.
  After thoroughly reviewing your account, were pleased to confirm that the issue with the debits has been fully resolved. Additionally, **** updated your pay schedule to reflect payments every other week on Friday. Everything should now be in order with your account.
  If you have any further questions or concerns, please dont hesitate to let us know. Were here to help!
  
  

• Initial Complaint

  Date:01/06/2025

  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 using the Earnin app for years for money in between pay days. The repayment has always been withdrawn on my pay day. I am paid bi-weekly, Ive always been paid bi weekly. I was last paid on 12/27 By my employer ***************** which Ive been with for 8 years. The repayment for that would be 1/10. Today is 1/4 my account was overdrawn by $192 as the direct result of Earnin debiting my account early. Again my payday isnt until day isnt until 1/10. I reach out to their in app chat feature because when I call the system doesnt recognize my phone number (thats also strange) I chatted with ******. He was unhelpful. He explained that I get paid weekly and his records showed that I was paid on Dec 16, 23, and 30th. I then sent a screenshot of my last few pay checks 11/29, 12/13, 12/27. I then requested a manager b/c I didnt feel as if ****** was assisting. My 1st request was ignored. ****** had no response to if my account has been hacked. How my payday isnt until cycle could be switched to weekly w/o my consent and no answer for why the automated phone system does not recognize my phone # (Ive been using earnin for years!) I requested a manger a second time and Havet said he would be transferring the chat to a managerNo one ever responded after

  

  Business Response

  Date: 01/10/2025

  We sincerely apologize for the inconvenience youve experienced, ****** and we truly appreciate your long-term loyalty to EarnIn. We understand how frustrating this situation must be, and we want to assure you that were taking it seriously.
  A manager has already corrected your pay schedule to reflect your bi-weekly payroll. Additionally, if our debit was posted on the wrong day, or we had your payroll setup incorrect, we'd be happy to take care of overdraft charges for you.
  Were also investigating why your phone number isnt being recognized, and well ensure this issue is resolved as quickly as possible. Thank you for your patience, and if you have any further concerns, please dont hesitate to reach out to us via our in-app chat support. Were here to help!
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Product 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 is an online payday loan company. They base your loans and payback times based on your payday schedule. I get paid every 2 weeks and Fridays are my paydays. Over past two weeks, EarnIn took money out of my account 2 days early which left my account in the negative and left me without money for 2 days. The first time was on 11-26-24 a day before thanksgiving which was a Wednesday. I complained and they promised it wouldnt happen again. Then on Christmas Eve, which was just last week was also on a Wednesday and they took money out of my account early again and completely ruined my Christmas. They apologized and once again said this will never happen again. Well today is Friday but I get paid every 2 weeks and they took money out of my account again. After they just took money last week on Xmas eve. Theyre a week early and now the company will not respond in the help chat and its no number to call. This is the third time they have done this to me. For thanksgiving, **** and now new years week. Each time they overdraft my account and take out money before our contracted day of repayment.

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out and sharing your concerns with us. We deeply regret the frustration and inconvenience this situation has caused and want to assure you that we are here to support you.
  Our team is actively working on this matter, and one of our supervisors is already in contact with you to ensure a resolution is reached as quickly as possible. At this time, were awaiting your response to proceed with the next steps.
  We appreciate your patience and understanding as we work to make this right for you.