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:11/15/2024

  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.

  Made an unauthorized charge on my account... I did not approve AT ALL and they are refusing to refund me.

  

  Business Response

  Date: 11/18/2024

  Thanks for sharing your concern with us. Were sorry to hear about this experience and understand how frustrating it can be to see what feels like an unauthorized charge on your account. Please rest assured, were here to help.
  After thoroughly reviewing your account, weve confirmed that the debits in question were originally scheduled for 06/27/24 but failed to post due to insufficient funds. When this happens, the app automatically reschedules the debits for a future payday. If your account shows a sufficient balance before your next payday, the debits may process earlier than expected.
  Currently, the debits are in a pending state. We recommend contacting our support team in the app once the transaction posts to your account. At that point, well be able to assist further based on the status confirmed by your bank.
  We hope this explanation helps, and were here to support you if you need further assistance.

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising 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 service is suppose to allow one to do a cash advance on their pay check and return the funds on the pay date. The company sends an email to correct if the repayment date is not correct. When reaching out to the customer service they do not honor the check stub as they should as the service is based on your pay date and not bank statement. They will not correct even after I advised that they have overdrawn my acct multiple times for withdrawing before my pay date.

  

  Business Response

  Date: 11/09/2024

  Thank you for reaching out to us about your pay schedule concern. We understand how disruptive it can be when payments process earlier than expected, and were sorry for any inconvenience this has caused.
  After a review, we noticed your bank typically posts your paycheck on Wednesdays. While we set up the pay schedule based on when funds are usually available, some banks post paychecks earlier or later. In this instance, our debit was processed just before your paycheck on 10/30/24. Weve updated your pay schedule to better align with your banks processing time, so this shouldnt happen again.
  Were committed to making sure you always have access to your funds when you need them. If our debits are ever processed before your paycheck or if you incur any fees related to these transactions, please let our support team knowwere here to help resolve any issues and review any bank fees you might have incurred.
  Thank you for your understanding, and please reach out if theres anything else we can assist you with.
  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22527708
  
  I am rejecting this response because:

  I have filed a previous complaint that did not get resolved. They started this would not happen again yet here I am AGAIN because they withdrew funds out of my account BEFORE my pay date. They did not resolve the matter and in fact have my account negative again.

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

  

  Business Response

  Date: 12/02/2024

  Thank you for bringing this to our attention, and we apologize for the inconvenience. Weve reviewed your account and found that your bank posts paychecks on Wednesdays. Our debit occurred just before your paycheck, causing a negative balance. To prevent this, weve updated your pay schedule to align with your banks timing: "Pays every other week on Thursday. Holidays always pay the day after."
  If you have any further issues or fees, please reach outwere here to help. Thank you for your patience as we work to improve your experience.
  
  

• Initial Complaint

  Date:11/06/2024

  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.

  EarnIn is a business that lends money until your pay date. I get paid on Thursday morning at 4 am. When I selected borrow the funds I saw the repayment date a day earlier. I reached I out to them and let them know that I don't get paid until the following date. They did not change the date. Now my account is in the negative and they're saying that the payment may be reversed since my account was already in the negative but it was not until they deducted the money without the funds being there.

  

  Business Response

  Date: 11/09/2024

  Thank you for reaching out, Tyleeha. We understand how concerning it can be when a repayment is processed earlier than expected, and we apologize for any difficulty this has caused.
  After reviewing your account, weve confirmed that, based on our records, your bank typically posts your paycheck on Wednesdays, even if it is intended to be available Thursday morning. Many banks sometimes process paychecks a day or two in advance, which can impact the timing of repayments if not aligned with your actual payday.
  Our goal is to make sure your payroll schedule reflects your exact pay timing to avoid these situations in the future. We've now updated your pay schedule to better match your Thursday pay date. If you have any questions or notice any further issues, please reach out to us via live chat supportwere here to help.
  Thank you for your patience and for allowing us to resolve this with you.

• Initial Complaint

  Date:11/04/2024

  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.

  Earnin is a SCAM and should be reported to the **** for fraudulent lending practices. I got paid a day early on for the 4th of July week and missed only payment but they were able to receive the payment the following pay week as scheduled. Ever since I went from a 300 borrow limit down to 100 or 50. They changed the payment date from Thursday to Friday without my acknowledgement and have the nerve to say you limit is lowered due to low amount in bank account or negative bank balance which is a lie and cant show proof. Long as they get there money as scheduled why does my bank account activities matter? Of course my account has lower funds when u move the payment date out, I have bills to pay and they don't wait until the following day. Then on October 19th I received an notice stating that my max had gone up to 150 just to get paid on the 24th and my limit went back to 50 and the agents can't explain why they base everything on the app like someone is not controlling the app or they come up with a dumb reason like missed payment from almost 4 months ago or claim negative account bank account balance. I want my max back to ***************************************************************** file a lawsuit since I work in banking and have through knowledge of fair lending practices

  

  Business Response

  Date: 11/06/2024

  Hi ********, we understand how frustrating it must be to see changes in your Max and we know the importance of having your Max increased. Were here to help clarify and ensure you feel supported.
  Upon reviewing your account, we can confirm that your pay schedule has been set to every other week, one day before Friday since the accounts creation, with adjustments for holidays based on when your direct deposits post. We also noted an update to your Max in July following a failed debit.
  To help keep your Max consistent, we review factors like overall bank account stability and the regularity of your paycheck deposits. This approach ensures we can process payments without interruptions and helps prevent issues if pay dates or account balances fluctuate.
  If you believe there was an incorrect debit or an early debit last July that affected your Max, please reach out directly to **************************** and wed be glad to investigate further to ensure everything is accurate on our end.
  Thank you for sharing your concerns, and please know were here to assist in any way possible.
  
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22500399
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 11/07/2024

  Hi ********,
  We understand how important it is to feel confident about changes to your Max. We're here to provide clarity and support.
  Upon review, weve noted your pay schedule and adjustments made for holiday deposits. While some changes to your Max were recorded in July, were happy to investigate any specific concerns. If you believe there was an unexpected debit that affected your Max, please reach out to us at **************************** and we'll ensure everything is accurate on our end.
  Thank you for reaching out, and please know were here to help.

• Initial Complaint

  Date:11/04/2024

  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.

  10/30/2024 $161.99 This is not my payday They used my bank account deposit to link my payday to someone elses payday and employer.When all my information is in the app for tracking and verified.

  

  Business Response

  Date: 11/09/2024

  Thank you for reaching out, *****. We sincerely apologize for the frustration and inconvenience this situation has caused, and we understand how important it is to have accurate and reliable account information.
  If you decide to return to EarnIn, youll need to create a new account, as your previous account is closed. Our team is here to support you through every step of this process, and wed be glad to answer any questions or concerns you may have. If you incurred any bank fees due to our debits, please reach out to our support team through the 24/7 in-app chat, and wed be happy to assist further.
  
  

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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 10/22 I borrowed $150 from EarnIn to be repaid on 10/30. Later, I was notified that EarnIn had updated my pay schedule. On 10/24, six days before the 10/30 mutually agreed repayment date, EarnIn debited $155.99 (including an express fee) from my account. This charge was unexpected and unplanned as I originally agreed to repay on 10/30. Due to EarnIns mistake, I was charged a $36 overdraft fee. Prior to receiving the fee, I reached out to EarnIn and was assured they would cover the fees due to their mistake. Because my account still was not brought current, I was charged an additional $108 in fees. EarnIns premature debit caused a domino effect. I reached out to EarnIn and st first they wouldnt accept responsibility. Now they are accepting the $36 fee but wont cover more. Staying they only caused the $36 fee. What they have failed to realize is that by taking money from an account prior to the agreed upon date, I incurred additional fees as I wait for payday. I am requesting the full refund of $36 and $108 in fees charged.

  

  Business Response

  Date: 10/31/2024

  Thank you for your patience as we resolved this issue. We understand the frustration this caused and want you to feel supported.
  
  After reviewing your case, our team has addressed the fees related to early debits, which should now be posted. Weve also updated your payroll setup to ensure alignment with a bi-monthly schedule, with payments on the 15th and the end of the month, or the day before a holiday if needed.
  
  We appreciate your understanding and are dedicated to improving our service moving forward. If you have any further questions or concerns, please dont hesitate to reach out to our chat support team or email at us *************************************************  were more than happy to assist you.

• Initial Complaint

  Date:10/28/2024

  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 am writing to address an issue with Earnin a payday loan company, regarding a recent transaction from my bank account. On October 25, 2024, my bank was charged $166.99 twice, totaling $333.98. This transaction was for a loan payment that was not due until Monday, October 28, 2024, yet was withdrawn from my account three days early.I contacted Earnin via chat and spoke with a customer service agent who informed me that the funds should not have been withdrawn until the 28th. They also stated that my bank, ******************, was aware of this and should not have withdrawn the money until the due date. However, my bank explained that they have no contract with Ernin for withdrawals at any time and that withdrawals are processed immediately upon receipt. Earnin continues to blame my bank for this.The primary concern is that the funds debited from my account were not mine to use. They were donations intended for a presentation luncheon on domestic violence. I had to obtain a loan from a loan company to cover the unexpected withdrawal, which has resulted in additional financial obligations, including interest payments.I have requested documentation from Earnin customer service indicating where it is stated that funds would be withdrawn three days earlier than the due date and for my signature authorizing this action, but I have not received any response or documentation. I have also requested the contract that they say my bank is under to be responsible for funds to be taken out on any due date that Earnin has with them. But i have yet to see anything.This situation has caused me significant financial hardship, and I believe it is imperative that Earnin address this issue promptly. I kindly request your assistance in resolving this matter.Thank you for your attention to this matter.Sincerely,**** *****

  

  Business Response

  Date: 10/30/2024

  We understand the challenges youre facing with this situation, ****. It sounds incredibly frustrating to deal with unexpected withdrawals, especially when the funds were meant for an important purpose. We understand how this has led to significant financial strain, including the need for additional loans. Your efforts to communicate with EarnIn and seek clarification are completely valid and we appreciate it. 
  Upon carefully reviewing your case, we can confirm that your pay schedule was saved as Pays once a month on the 28th. Holidays always pay the day before. We see that your debit was scheduled on 10/28/24. With the initial debit date, the app doesn't alter the debit date from what we have your payroll setup as. However, we actually have seen this issue occur with some banks.
  
  Earnin will send the debits with enough time for your bank to post them on your payday. Though we choose the date the debits are sent, your bank actually determines when the transaction posts to your account.
  In situations where a debit is scheduled near a holiday or weekend, we send the file to your bank the business day prior to ensure they have enough time to process the transactions. For your case, since the debit date in the app is 10/28/2024, we submitted the request before the weekend to allow for processing time. However, some banks may process these transactions on the day we send the debit request rather than on the scheduled date.
  We appreciate your understanding and patience as we work through this matter. If you have any further questions or incurred fees due to 10/28/24 debit, please dont hesitate to reach out to our chat support team and well be more than happy to assist you.
  
  

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22483683
  
  I am rejecting this response because: I do understand that Earnin needs to work to resolve this issue, however that doesn't help those who have had early withdrawals. As I had explained, this put a financial strain on me.  Nothing really devastating but when you are on a fixed income the $58.00 interest on the new loan and the 5,00 charge from your bank adds up. I spoke to the chat, they had no clue what I was talking about.  Asking them to help with these charges. I am glad that Earnin is taking responsibility and trying to resolve this issue. I have nothing but positive feelings about Earnin they have helped me out of some tight times.. Please resolve the issue of the charges I have due to this issue. Thank you for your response.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 11/07/2024

  We understand that this has been a challenging situation, and we're here to support you. While we're able to offer a refund for any overdraft fees directly caused by our debits, we're unable to cover charges from other merchants.
  We encourage you to continue working with your bank to explore ways to prevent similar situations in the future. Thank you for your understanding.
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  After a change of jobs, went into their app and changed my work information, their app doesn't allow you to change your payday. So this week my acct was debited the full amount of the loan which was $450.00 and their fees. My paycheck is direct deposit but goes in on Wednesday. This caused my acct to go negative, after chatting with customer support my problem was left unresolved and I was told nothing would change, seemed like the only thing that was cared about was changing my payday, obviously so they can continue to get their money. After previous support had helped me with a similar problem and restored my lost money was told that wouldn't happen.

  

  Business Response

  Date: 10/22/2024

  Hi ***,
  Thank you for reaching out. We understand the impact of your debit schedule not aligning with your payday, and we sincerely apologize for any inconvenience this has caused.
  After reviewing your account, we confirmed the debits on 10/15/24 were based on your previous payroll setup. When you change employers, it's important to contact EarnIn support to ensure your pay schedule is updated, as the app continues to follow the old setup unless notified. Once debits are sent to the bank, we cant adjust or reschedule them, with a cutoff time of 11 a.m. ET (8 a.m. PT) at least one business day prior.
  Your new pay schedule is now confirmed as "Pays every week on Wednesday. Holidays always pay the day before." All future debits will follow this.
  If any fees resulted from the 10/15/24 debit, please reach out to our in app support team for assistance.
  Thank you for your patience, and please dont hesitate to reach out, were always here to help!
  
  

• Initial Complaint

  Date:10/15/2024

  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 had two debits come out of my account that were not repayments. They are not credited to my account and they are not able to provide an explanation of the charges. One of the $150 charges did refund however the other charge is still outstanding

  

  Business Response

  Date: 10/22/2024

  Thank you for bringing this to our attention, and we appreciate your patience while we investigated the matter. Upon further review of your account, it appears that your bank may have posted an extra credit of $150 to your account on 10/9/24, which subsequently led to the reversal of two debits on 10/10/24. One of these reversals seems to have been processed to correct the extra credit, but the second debit appears to have been reversed in error.
  We recommend contacting your bank to clarify why two reversals were made instead of just one and to understand the reason behind the extra credit posted on 10/9/24.
  If you have any further questions or need additional assistance, please don't hesitate to reach out to our in-app support team or email us at **************************** Were happy to help!
  
  

• Initial Complaint

  Date:10/14/2024

  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.

  The company has debited repayments twice now a week earlier than contract agreement states. When trying tonget then to resolve the issue they say I have to contact my bank because they send a payment request with a post date. My bank states they don't allow post date payment request and that the payment comes out as soon as it's requested. Earnin refuses to uphold their contract agreement and debit payments on agreed dates or refund a debit that they took a week to early causing me financial hardship when already dealing with a financial hardship.

  

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention, ********. We recognize how it is important for our debit schedules to align with your financial plans, and we sincerely apologize for any inconvenience this may have caused you. 
  Upon carefully reviewing your case, we can confirm that your pay schedule is saved as Pays twice a month on the 15th and the 31st or the last day of the month. Holidays always pay the day before, and we strongly believe that we've been debiting your account correctly based on this schedule. 
  For whatever reason, we have seen where certain banks begin processing our debits before the set date we give them. Posting transactions in your account is at your bank's discretion and we don't have control over it. We post our debits on the day your paycheck comes in to ensure that there are enough funds in your account to cover the payment(s).
  We think it's definitely worth reaching out to your bank to see if they have actually posted our debits earlier than our scheduled payday date since it's showing as pending on the screenshots you provided us and also prevent this from happening again in the future, or reimburse you with any fees you received. 
  We appreciate your understanding and patience as we work through this matter. If you have any further questions or need assistance, please dont hesitate to reach out to our chat support team and well be more than happy to assist you.