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:01/03/2025

  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 am writing to formally file a complaint against Earnin due to their failure to process my paycheck and their complete lack of responsiveness to my urgent inquiries.I have been using Earnin for about four months to route my paycheck to my USAA account. I am a disabled veteran, and I rely on timely access to my paycheck to cover essential expenses, including medical needs, rent, food, and support for my family. However, my most recent paycheck, amounting to $2,600 (minus an advance from the previous pay period), was not forwarded to my account as it should have been. Earnin is withholding my funds, and as a result, I am unable to pay for my medical needs, medicine, rent, or other critical necessities.I have a pay stub and voucher from my employer to confirm the payment (Voucher Number: *********DD). Despite this, my funds have been withheld, leaving my family and me in an increasingly desperate situation.I have reached out to Earnin through email, phone, and their in-app chat support. However, over 20 hours have passed without any response. Emails remain unanswered, phone calls go to voicemail with no callback, and their in-app and online chat support has failed to address my concerns.This lack of communication and failure to process my paycheck has placed my family and me at severe financial risk. We are on the verge of losing our housing, and I cannot afford critical medical expenses. I am deeply concerned that this situation represents more than just negligence but possibly unethical business practices.I am requesting your assistance in addressing this matter urgently. Earnin must release my paycheck and ensure timely processing moving forward. Additionally, I ask for an investigation into their practices and policies to prevent others from experiencing similar harm.Thank you for your attention to this matter.

  

  Business Response

  Date: 01/08/2025

  We sincerely apologize for the inconvenience and distress caused by the unexpected delay in processing your paycheck, *********. Its completely understandable that this delay in processing your paycheck is causing significant stress. The issue was due to a delay on our bank partner's side, which led to your funds being posted later than expected. While we strive to provide timely service, the current high volume of inquiries during that time has led to longer response times than usual. We deeply regret the impact this has had on you and your family and are committed to improving our service moving forward.  However, after reviewing your account, we can confirm that your paycheck has been successfully deposited into your account. 
  We fully recognize how crucial it is for you to receive your deposits on time, and we sincerely appreciate your patience and understanding as we worked to resolve this issue. Please rest assured that we are taking your feedback to heart and are actively working to prevent similar issues from happening in the future.
  
  If you encounter any issues on your end or have further questions, please don't hesitate to reach out to us via our in-app chat support.
  
  

• 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.

  On January 3, 2025, I had my paycheck deposited into my Earnin account, specifically to the routing number and account number they provided on their direct deposit form. I have not received my paycheck. I've reached out to Earnin but it seems as if no one there is willing to assist me. I live paycheck to paycheck and I cannot afford to have a missing pay check. They push in their website to have your paycheck direct deposited to get it 2 days faster but that is a complete distortion of the truth. I switched from my regular bank account and went with ********************** which it seems now was a big mistake. I just want my $1029.45 return to me. I have proof that the money was deposited by *** in the account they provided to me. I will later today file a police report because at this point, this is fraudulent. I've been reaching out in my Earnin app and I'm being ignored. It is a shame that this app is conducting business this way because I really liked it... very disappointing.

  

  Business Response

  Date: 01/06/2025

  Were grateful you brought this to our notice, *****. We sincerely apologize for the inconvenience you experienced while waiting for your direct deposit. Your feedback is important to us and we are committed to providing you with excellent service.
  
  Due to delays on our bank partner's end, your direct deposit was posted later than expected yesterday. However, we have confirmed that it was successfully sent to your account. Additionally, we have reviewed your conversation with our support team and we noticed that you experienced difficulties transferring out. We have updated your account and you should now be able to transfer out again.
  
  If you encounter any issues on your end or have further questions, please don't hesitate to reach out to us via our in-app chat support.
  
  
  We appreciate your trust in us and we look forward to serving you better. Have a wonderful day!
  
  

• Initial Complaint

  Date:01/03/2025

  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 have been using earnin for about a month everything seems fine until now I am missing my whole paycheck and it was ******* I don't know what to do

  

  Business Response

  Date: 01/06/2025

  Thank you for sharing your concerns with us, *******. We sincerely apologize for the unexpected delay with your direct deposit. A issue on our bank partners side caused it to be posted later than anticipated. However, after reviewing your account, we can confirm that the full amount has been successfully deposited.
  
  We truly understand how important timely deposits are and appreciate your patience and understanding as we worked through this. If you have any further concerns or questions, please dont hesitate to reach out, 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.

  I currently have an account with **********************. When I created my EarnIn account, I set up my paycheck to where $1000 of my paycheck would first go through EarnIn through the direct deposit service, as I wanted to be able to take advantage of the potential $750 before payday transfer, if I needed it. When I signed up for that service, it said that it had to be a minimum of $500. I wanted to test the waters first with part of my paycheck and if it worked out, I was planning on putting my whole paycheck through the EarnIn Direct Deposit. Today is my actual payday. I have received the part of my paycheck that was to go through my bank. However, I have still not received the $1000 that was to go through EarnIn. I need this money for bills and if I knew that I wouldnt be getting that money at least on the day I am paid, I would not have bothered setting direct deposit with EarnIn. I also would like to file a complaint against one of the community advocates, ***** *. I had chatted with them this morning to get it figured out. This person was helpful at first, but then, after saying they may need to transfer me over to another department. That was at 7:00am. I have asked for an update and no response. As of this email, it has been almost an hour since this person has last responded. This is highly unprofessional, especially when a customer is very stressed because if they do not get that money in their bank account today, they will be late on bills that they have never been late on. This is not a very good look. I have attached images of the conversation. I am not looking to get this person fired or anything. But I hope they receive training on how to deal with customers.

  

  Business Response

  Date: 01/07/2025

  Thank you for sharing your concerns with us, *********, and for your patience as we work through this matter. We completely understand how important it is to receive your paycheck on time, especially when its tied to bills and other commitments. We deeply empathize with your situation, and we're truly sorry for the stress this delay has caused.
  We also appreciate your feedback regarding your experience with our community advocate. While we're glad the initial assistance was helpful, we understand how frustrating the lack of follow-up can be. We take your feedback seriously, and we will be sure to address this to ensure that all of our team members are equipped to respond promptly and professionally, especially in situations as urgent as yours.
  Upon investigation, we found that your employer has sent a test deposit to your Deposit Account. Until your employer verifies the connection to the Deposit Account, your paycheck will continue to be processed as usual. Typically, your next scheduled paycheck should be sent to your Deposit Account once the verification is complete. We recommend reaching out to your employer or HR to confirm the payroll information, ensuring there are no spaces or errors, and that the account number is the correct 16 digits. In the meantime, your transfers and tips will still be repaid through your linked checking account or paper check until the switch is finalized.
  Please know that were here to help and will do everything we can to assist you. If you have any other concerns, please dont hesitate to let us knowwere committed to resolving this for you. Thank you for your patience and understanding!
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  This account is linked to my financial information, the company refuses to close out my account, I keep getting the run around from agent to agent, and getting them to respond is difficult at best.

  

  Business Response

  Date: 01/03/2025

  Were grateful for your feedback on this matter, *******. We sincerely apologize for the inconvenience you experienced while attempting to close your account. Your feedback matters to us and we strive to provide you with excellent service.
  
  We are pleased to confirm that your account has been successfully closed as requested. We have ensured that both your EarnIn account and ********************** Card account have been fully and securely closed.
  
  If you decide to use our service again in the future, we would be delighted to assist you in getting started. Please feel free to reach out to us via our in-app chat support for any assistance.

• Initial Complaint

  Date:01/02/2025

  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.

  I signed up for direct deposit through. EarnIn so I could receive my paycheck early. I understood there was a $2.99 fee which was deducted upon transferring to my primary account. I havent had a problem until yesterday when my employer deposited my paycheck and EarnIn took most of it claiming I owed some sort of $220 fee which is impossible. I am demanding a refund of my $220.00

  

  Business Response

  Date: 01/03/2025

  Thank you for reaching out and for bringing this matter to our attention, ****. We sincerely apologize for the frustration and inconvenience you have experienced while trying to recover the remainder of your paycheck.  It is never our intention to leave our customers feeling unsupported or without answers.
  We have reviewed your account and can confirm that the remainder of your paycheck was transferred to your bank account on 12/31/2024. You should be able to verify this transaction in your bank statement, where it will appear with "EarnIn" in the description. Weve also confirmed that our specialist has processed a refund for the Lightning Speed fees as a courtesy to your account. We would like to confirm that your remaining debits will not be re-attempted unless you reach out to us to reschedule them. We encourage you to contact us at your convenience to discuss the next steps, and we will be happy to assist you in ensuring everything is processed smoothly.
  Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.
  
  

• Initial Complaint

  Date:01/02/2025

  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 used Earnin to assist me and they made the mistake of putting my pay date as Thursday instead of Friday which caused me to go to negative. I found the mistake and tried to get rectified but was told that all businesses pay early which is a lie. I spent 2 hours on the line with them just to be told they found the mistake but would not do anything about it. They finally admitted the mistake and was going to to put the money back in but immediately take it and another $571 out on Friday which would take out over $1000. Earnin is trying to s**** over it's customers and not own up to the mistakes.

  

  Business Response

  Date: 01/06/2025

  Thank you for bringing this to our attention, ******. We understand how frustrating this experience has been, and we sincerely apologize for the inconvenience it caused.
  We can confirm that your bank has returned the debits, and we understand that you have chosen to close your EarnIn account. Since your account is now closed, there will be no further automatic debits from your account.
  If you would like to address the remaining balance in the future or have any questions about your account, please dont hesitate to reach out to us at ******************************* Were here to assist you and provide any clarification you may need.
  Thank you for bringing this matter to our attention, and we sincerely apologize for any frustration this situation may have caused. We appreciate the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22755848
  
  I am rejecting this response because: I had to close the account as you were trying to once again debit the account that I stated due to the mistake, was not goin to be taken again.   
  
  I expect more than just the "no further action" statement.   This Mistake on Earnin's part cost me $30 for the stop payment and refunding,  The Fees that will come at the end of the month as a maintenance fee plus, the complete negative account which caused us not only suffering until the money was corrected but also caused unneeded pain and suffering that we had to go through and Earning needs to not only make right by offering more than "nothing more you can do"  I expect a better offer than what has been offered.   The *** and AG has already been contacted but I would rather handle this without having to deal with either and we can settle this ourselves.  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/13/2025

  Thank you for bringing this matter to our attention, ******. We sincerely apologize for the inconvenience caused by the issues with the debits. Your feedback is incredibly valuable and we are committed to ensuring you receive the excellent service you deserve.
  
  We regret to hear about your decision to close your account and we want to assure you that we are taking steps to address your concerns. To help prevent inconsistencies with the posting of your direct deposits, we have updated your pay schedule to biweekly on Fridays. We acknowledge that you have placed a stop payment option with your bank and we guarantee that no debit will be processed unless the stop payment is lifted.
  
  Should you wish to reschedule the debits in the future, please let us know. We will guide you through the process and present the available options for your consideration.
  
  Please also inform us if you have incurred any charges from your bank due to the debits and we are prepared to take appropriate action to resolve this issue for you.
  
  You can contact us at ****************************** or through our in-app chat support. We greatly value your trust and we look forward to an opportunity to serve you better in the future.
  Thank you for your patience and understanding. Have a wonderful day!
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22755848
  
  I am rejecting this response because: I have already explained now twice and have gotten the same explanation but nothing about what is going to be done.  I have already stated that I am looking for more than just the $571, I am looking for the suffering and loss that we had to endure due to your mistake.   I have been already in contact with the ** and FTC.   I will not accept this answer and will not accept anything than the $571 plus and extra suffering that has been caused.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/02/2025

  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.

  Have used earnin for a long time however there are instances where you will process my repayment before my paycheck comes. I reached out asking for my repayment date to be schedule to my actual payday of the 6th and 21st to avoid this issue moving forward. Was speaking to a manager ******, about this but he disconnected on my during mid conversation. I need someone that is a part of the management team that knows how to professionally de escalate customer issues to reach out to me. ******, has absolutely no clue about customer de-escalation. He has merely pushed my problem on to one of his peers because he doesnt want to deal with it. Not sure if thats a really good manager to have on your team. An agent, yes he could probably be a good agent. When the issue becomes too much for him he could transfer it off to a supervisor. However as a supervisor he should be able to discuss the issue until both parties come to an agreement, he clearly cannot do that, so why is he a manager?What I am asking is ********* official paydays are on the sixth and the 21st of the month, however like many other banks I can be paid up to two business days early. However at times holidays and weekends make those paydays extremely inconsistent. So there are instances where EarnIn will debit their money before I am paid causing my account to be overdrawn. This has been ongoing for over a year and I think that the best resolution in this case is to change my debit date to my actual payday. In that sense you will receive your money with no issue, and you wont have to pay any money for overdraft fees that I receive. And I will no longer have to deal with an overdrafted account due to your payments. I feel like what Im asking is very simple and can resolve the issue. Please forward me to a manager who is able to have a productive and professional conversation, as stated ****** has absolutely no idea how to manage anything therefore please do not have him contact me again.

  

  Business Response

  Date: 01/06/2025

  Thank you for sharing your feedback, ****. We sincerely apologize for the frustration youve experienced. We take your concerns about customer service and communication seriously, and we understand how important it is to have a productive and professional conversation with the right person.
  We want to assure you that weve reviewed the situation, and the issue regarding your repayment schedule has been fully resolved. Your repayment date has now been adjusted to match your actual payday, as you requested. We also want to thank you for bringing this to our attention. We will address your concerns regarding the supervisor interaction and work to improve our support process moving forward.
  If you have any further questions or need assistance, please dont hesitate to reach out. We truly value your long-time use of EarnIn and are here to help.
  
  

• Initial Complaint

  Date:12/31/2024

  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.

  The loan company approved the loan and said to update the payday if wrong. I attempted to do so and was given the run around. I provided details on how I'm paid and offered the official state of California pay schedule and site. They refused to listen and told me that sometimes banks post early so I need to accept an overdraft and ask them for the money if this happens. This negatively affects credit and standing at a credit union. They continuously refused and then said, oh we just missed the time to adjust I believe they are predatory. They have said in writing they assume an early posting and refused to see how I'm actually paid. I am afraid more people have experienced the same and had negative changes to their credit reports or overdraft fees. I truly believe this can be a class action suit and their underwriting should be looked into.

  

  Business Response

  Date: 01/02/2025

  Hi, LaFatima. We truly appreciate your patience and we sincerely apologize for any frustration or inconvenience this situation has caused. We understand how important it is for your pay schedule to be updated. Your concerns are valid, and we want to assure you that we take them seriously.
  After reviewing your case, we can confirm that your direct deposits consistently post on the 30th, which aligns with your current pay schedule. 
  While employers have official pay schedules, many banks process paychecks a day or two early. Your posting history shows that your paychecks typically post on the 30th Hence, your pay schedule is set to once a month on the 30th. Holidays always pay the day before.
  We understand how frustrating this situation has been for you and noticed that your account is already closed. If youve encountered any overdrafts related to your pay schedule from your recent payday, please dont hesitate to contact our chat support so we can address this promptly. Once again, we sincerely apologize for any inconvenience caused and genuinely appreciate your understanding.
  
  

• Initial Complaint

  Date:12/30/2024

  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 am a member of the Earnin Community and borrow money each week. Each week ai have to go back and forth with this company to receive the agreed upon amount of earning. My weekly max for my pay period is $200. Earning want to divide this amount into 2 or more payments, which incurs a fee each time to withdraw. This is a disservice and not agreed upon. Earnin wants me to accept $93. For initial withdraw, then $56 for the following withdraw and then another $50 for the final withdraw, all incurring a fee which causes more hardship. This is not fair that I have to contact support repeated before they finally make it fair by allowing $150 for first fee and $50 for the final fee. This is not fair, agreed upon, nor acceptable.

  

  Business Response

  Date: 01/02/2025

  Hi, ******. We completely understand your frustration with the way your transfers have been divided into multiple amounts, each with different Lightning Speed fees. We want to clarify what's happening and why youre seeing this change.
  Your earnings will accumulate on a daily basis, and on your payday, youll be able to access three days worth of earnings. This means that youll see less available on payday, as it's based on your paycheck and only includes the earnings for those first three days. We hope this clarifies your concern. 
  Additionally, the Lightning Speed feature is optional. You can always choose the Standard Speed option for your transfer, which does not incur any fees.
  We value your feedback and are here to assist if you have further concerns or questions. Please dont hesitate to reach out to our support team for additional help.