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:12/17/2024

  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 am writing this letter to express my urgent concern and frustration regarding the difficulty I have faced in recovering my money from your platform. Despite my numerous efforts to seek assistance through your website and social media channels, I have not received any meaningful response or resolution to my issue.I have attempted to contact your support team through the designated channels, including submitting requests on your website and reaching out on social media platforms. However, these efforts have been met with silence or automated responses, leaving me without clarity or assistance. The lack of communication has caused significant inconvenience and stress, as I rely on these funds for essential *********** a loyal user of **********************, I trusted your company to provide seamless access to my earnings. However, this experience has left me questioning the reliability of your services and the commitment of your customer support team to resolve urgent issues.I kindly request that you address this matter immediately and take the necessary steps to resolve my case. Please provide a direct point of contact or escalation process so I can work with someone who can ensure a swift resolution.If I do not receive a response 5 business days, I may be forced to escalate this issue further by filing a formal complaint with relevant consumer protection agencies or exploring other legal avenues to recover my funds.

  

  Business Response

  Date: 12/20/2024

  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 12/11, the same day we received your paycheck. 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 fee you incurred due to insufficient funds.  We would like to confirm that your $255.95 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:12/10/2024

  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.

  I have been using pay day app and paying exorbant fees for months. The app consistently misleads me with incorrect information. I get messages saying I have been approved for a larger payday loan, then the numbers change with explanations which are not reasonable or do not apply. Please investigate the false misleading messages promising higher limits.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out and sharing your concerns. We understand how frustrating it can be when your Max changes unexpectedly, and were here to clarify how it works.
  Wed also like to mention that EarnIn offers a standard option with no fees, and Lightning Speed fees or tips are completely optional.
  Please note that Max increases are app-generated based on your overall financial health and are reviewed every pay period. While we cannot manually adjust your Max, you can improve it by maintaining a positive bank balance, spending less than you earn, and signing up for Balance Shield to get alerts when your account balance is low. Additionally, make sure EarnIn is connected to your main checking account with stable or increasing direct deposits and ensure we can debit your account on payday after a transfer. Keeping your bank balance above $100 can also help prevent reductions in your Max. Please remember that Max increases are not guaranteed and may change without notice.
  We appreciate your feedback regarding the messages youve received, and we will share this with our team to ensure were providing clear and helpful communication.
  If you have further questions or need assistance, please reach out to our in-app support.
  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22665486
  
  I am rejecting this response because: Again I am being shamed about my bank balance, if I didnt need money I wouldnt be using this crappy app. The free function to transfer doesnt work and Earnin even charged fees for instant transfers which werent sent instantly the entire time using the app. I have already earned the credit on the app and always paid it back. I think their saying they cant adjust the max amount is a lie. As a paying customer I should have some control over deciding how I want to handle my finances.

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 12/20/2024

  Thank you for sharing your concerns with us, *******. We hear you, and we genuinely understand your frustration. Its never our intention to make you feel blamed or shamed, especially as a paying customer.
  Using ********************** is about getting access to your earned wages when you need them, and we truly appreciate your continued use of the app. We're sorry to hear that the free transfer option hasnt been working for you, and that youve had issues with the timing of Instant Transfers. Were always looking for ways to improve, and your experience will be shared with our team to address these issues.
   While we cant manually adjust your Max at this time, please know that we are committed to improving your experience, and we understand how important it is for you to have more control over your finances. We know youve earned the credit on the app and have always paid it back, and that dedication should be recognized.
  We want to ensure you feel heard and supported, and were grateful for your feedback. Your concerns will be passed on to help improve communication and functionality moving forward. If you have any further questions or need additional support, please dont hesitate to reach out to our chat teamwere always here to help.
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Today I was overdrafted 120$ by Earnin for repayment. Theirs reimbursement is only every 180 days. However this practice is very exploitive. This company only offers to cover damages by their company TWICE A YEAR. I get it, companies need to keep their money but this is highly exploitive. I was also given FOUR different overdraft fees because they didnt compound the repayment, they set it individually. Id also like to add that other people using this have experienced the same exploitive tactics. When told they should look into fixing this problem, they ignore it.

  

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and sharing your concerns. We understand how frustrating it can be to face unexpected fees, and we want to provide clarity on the situation.
  Weve reviewed your account and see that in the past, weve issued credits to assist with overdraft fees related to timing discrepancies between direct deposits and our debits. We also adjusted your payroll setup to align better with your deposit timing.
  Most recently, our records show that the debits in question were processed according to your updated schedule. However, it appears that the funds allocated for the debits may not have been available at the time, which led to the overdraft. While weve worked to address timing concerns in the past, it is ultimately important to ensure there are sufficient funds in your account to cover scheduled debits.
  To help avoid this in the future, we encourage you to review your upcoming debits in the EarnIn app under the Activity Tab, which can help you stay ahead of any scheduled transactions.
  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.
  
  

• Initial Complaint

  Date:12/09/2024

  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 took an payday advance out over 5 months ago. I paid it back around September 16th, 2024 this s***** company swears that I NEVER PAID MY BALANCE AND MADE A DUPLICATE ACCOUNT

  

  Business Response

  Date: 12/16/2024

  Hi Ahlandra,
  
  Thank you for bringing this to our attention, and we sincerely apologize for any confusion this has caused. After reviewing your account, we noticed that you created an EarnIn account on August 25, 2024, and made a transfer shortly after. Unfortunately, the debit failed, and the account was closed on August 31, 2024.
  
  It looks like you've created a new EarnIn account on November 9, 2024, but its still on pending status as there is a duplicate account issue due to the failed debit from the previous account. You can confirm this by checking the transactions in your bank account or statements from September.
  
  To resolve the failed debit, we recommend reaching out to our chat support team, where we can assist you in settling the failed debit. Once the previous debit issue is settled, we will be able to assist with completing the setup on your new account.
  
  We truly appreciate your patience and understanding as we work to resolve this. If you have any other questions or need assistance, were here to help!

• Initial Complaint

  Date:12/02/2024

  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 reached out to EarnIn to ask for a reschedule of my repayment date due to breaking down out of state and needing the funds to fix our vehicle and get home to our family. I was first told no, that it wasnt within the 60 day request period to reschedule, then I asked to speak to a supervisor. I was directed to someone via the chat who then said the same thing. I pulled up a screen shot from a previous conversation from an agent saying I could request a reschedule after 11/15. The agent said it was a typo. I again said I was wanted to speak to a supervisor, at which point I was told I was being transferred to one. 15 HOURS LATER an agent comes back to the chat saying they are a supervisor and said they would be able to help me with my reschedule. I said great thank you, yes proceed with the reschedule, and it is now almost 7 HOURS LATER and I still have yet to receive a response in the chat and my repayment date still hasnt been rescheduled. This is completely ridiculous and unacceptable. Such terrible customer service to make your customers wait for hours on end for something with such a quick and simple solution. I JUST WANT MY REPAYMENT DATE MOVED! This feels intentional, as my pay day is approaching, and I feel they are going to get back to me when its too late on purpose, which should not be allowed to happen.

  

  Business Response

  Date: 12/05/2024

  Hi, ******. Thank you for bringing this to our attention and for your patience as we reviewed your case. We sincerely apologize for the delays and the confusion caused by the incorrect information you received regarding your reschedule request. We understand how frustrating this situation must have been, especially given the urgency of your circumstances.
  Upon review, your debits were successfully rescheduled by one of our supervisors. Please note that reschedule requests can only be granted every 60 days, which means youll be eligible to request another reschedule after February 2, 2025, in line with this policy.
  We value your feedback and are taking steps to ensure clearer communication and more timely responses in the future. Should you have any questions or need further assistance, please dont hesitate to reach out to our chat support. Were here to help.
  
  

  Customer Answer

  Date: 12/06/2024

   
  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:12/02/2024

  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.

  So I borrowed $450 plus tips and fees which amounted to about $470. They only debited my account for $267 and decided they'll take the rest when it was convenient for them. They were supposed to take the full amount but admitted that they made a mistake and will take it on another date. After a few attempts to fix it, they are still messing up the dates and can't get it right. I told them to fix it or I will file a complaint and yet again it's all over the place. All I want is for this issue to never happen again cause this cut into my finances and have me all over the place. I see others have gone through the same issues and this is absurd and very inconvenient and stressful. We are not rich and therefore it's the reason we use this app. They shouldn't be playing with our money cause this can back us up more than we already are. Please help!

  

  Business Response

  Date: 12/06/2024

  Hi *******,
  Thank you for reaching out and sharing your concerns. We deeply regret the inconvenience and stress this situation has caused and understand how important it is to have your finances handled accurately.
  After reviewing your account, we noticed that the issue was linked to an update to your pay schedule, which caused a mismatch in the timing of debits. We sincerely apologize for this mistake and the impact it has had on your financial plans.
  To address this, weve rescheduled the debits to the date you preferred and are taking steps to ensure this doesnt happen again. Please know that were committed to improving our processes and providing a better experience moving forward.
  If you have any further questions or need additional assistance, please dont hesitate to contact us. Your trust is important to us, and were here to help.
  Thank you for your understanding as we work to resolve this.

• Initial Complaint

  Date:12/02/2024

  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 sent out a promotion about do direct deposit with them and you can get up to $1000 max borrowed. I switched my direct deposit to them and now my benefits are lower than before I had direct deposit. Benefits were supposed to better and it got worse. They lied.

  

  Business Response

  Date: 12/06/2024

  Hi *****,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience and confusion caused by this situation. We understand how frustrating this experience must have been for you, and we truly appreciate your patience. We are happy to confirm that the issue has been resolved and appreciate the opportunity to address your concerns.
  
  Upon review, we identified that after switching your direct deposit, you received a paper check for one pay period. This temporary situation impacted the evaluation of your account and contributed to an adjustment in your Max.
  While weve resolved the initial issue, we want to clarify that the calculation of your Max considers several factors, including your account activity, repayment history, and other indicators. These factors are reassessed every pay period, so your Max has the potential to adjust as these elements evolve.
  We value your feedback and are committed to improving our communication to ensure a smoother experience moving forward. If you have any further questions or need additional support, please dont hesitate to reach out to our chat teamwere always here to help.
  
  

• Initial Complaint

  Date:11/25/2024

  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 bank is refusing to distribute my direct deposit funds. They had annoyingly to my knowledge authorized a direct deposit to come to them and they also then attempted to send it to a close **************** account that I had on fire with them from 2 years ago. Now I did not authorize them to accept any direct deposit yet the closed account for **************** was not even authorized for any banking information the direct deposit .Somehow they got into my ADP account and routed the funds for them as they tried to deposit it into the closed account now they are refusing to return my funds stated it is no way to distributive funds until I say open up another checking account and Link it to them I am refusing to do that and then they offering me a personal paper check that will take 30 to 40 days meanwhile I've been waiting over a week for the funds to be distributed and text chatting them every single day since Wednesday the 20th of November 2024 still maybe fuse and will not address my concerns.

  

  Business Response

  Date: 12/02/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused. We understand how important it is to have timely access to your funds, and we deeply regret the challenges youve faced.
  After we received your direct deposit, we attempted to send it to the bank account on file. However, the transaction was returned because the account appeared to be closed. Unfortunately, this prevented us from rerouting the funds directly back to your employer. To address this, we provided alternative options, including linking a new checking account or accepting a paper check for processing.
  Were pleased to confirm that, after you linked a new account, we were able to resend the funds successfully, and they were deposited the same day.
  We truly regret the difficulties youve encountered and appreciate your patience as we worked to resolve this issue. Should you have any additional concerns or need further assistance, please dont hesitate to contact us. Your satisfaction is our priority, and were here to support you.
  
  

• Initial Complaint

  Date:11/25/2024

  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 had earnings for probably about a year or so set up my checking account with santander and earnings kept taken money every single month from me and when I had maybe 50 bucks in account they would take it from me making me go negative and wouldn't let me take my money back then charging me monthly membership fee on top making it worst so sometimes making me over 100 dollars and just 2 months ago now I got my checking account closed because I couldn't get it postive or the money back from earnings over the times because they didn't care so my checking account got closed so I switched to chime and they still deny to give me my 50 bucks so after I could just cancel my account and I see alot of reviews that are bad about them I feel like they scam alot of people and don't care about anyone but themselves they shouldn't be around they should be closed since they are scamming people and my estimate amount is prob about 1000 all together over the past year of 2023 till 2024

  

  Business Response

  Date: 12/02/2024

  Hello, ******. Thank you for bringing your concerns to us, and we sincerely empathize with the challenges you're facing. We understand how stressful this situation must be, and we are here to support you with any issues related to our service. We are committed to resolving this as quickly as possible.
  After reviewing your case, we can confirm that your transfer of $50 was successfully processed on 10/15/24. However, we attempted to process a debit on 11/1/24, but unfortunately, the transaction could not be completed as your checking account had already been closed. Please also note, whenever a customer receives a credit, we need to debit this amount back from your account before we can close it.
  We would like to investigate this further with you. Please reach out to one of our specialists at **************************** If our debits attempts caused overdraft fees on your account, we want to make things right and issue a refund.
  To move forward, could you kindly provide a copy of your bank statement from October to latest showing the debits and any overdraft charges? You can send it to our specialist via email for further review, and we will take immediate action to resolve the issue.
  We are committed to helping you through this, and we appreciate your patience as we work on a solution. Thank you again for your understanding.
  
  

• Initial Complaint

  Date:11/18/2024

  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.

  This business pulled two transactions. $82 and $61 and their authorization to my account ending 0069 was revoked. They refused to do anything. A dispute was also created through my bank.

  

  Business Response

  Date: 11/27/2024

  Thanks for bringing this to our attention, *******. We truly appreciate your time and patience, and we sincerely apologize for any inconvenience this situation has caused.  Upon reviewing your case, it appears that your request to revoke authorization came after the required timeframe. As per our policy, we need to receive such requests at least before 8 a.m. PT (11 a.m. ET) on the business day prior to the scheduled debit date to ensure cancellations are processed in time. Unfortunately, because of this, the debits were still processed to your Truist account.
  
  We also reviewed and checked that you've updated your bank to *************** a day after you transfer.  Debits are  sent to your bank a few business days before the debit date to ensure that you are debited on the correct payday. So, we recommend notifying us of any bank changes so we can manually change the banking info as to where the debits will be sent.
  
  Regarding the failed debits, we can proceed to reschedule these for you to post on your *************** account and once all the debits are settled, the  hold on your account will be lifted and you can continue to enjoy using the service again.
  
  Should you need assistance in doing so or for any other reason, feel free to reach out to our chat support at any time. Thank you and have a nice day.