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:10/10/2024

  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 depositing my checks into the EarnIn because of the benefits they offer. However, this pay period, My EarnIn stopped working and my debit card is not linking to my account. I tried calling the company, but I was unsuccessful. I loaded my entire pay check to EarnIn, and now I have no access to my money.

  

  Business Response

  Date: 10/15/2024

  Hi ******,
  Thank you for reaching out and bringing this to our attention. We understand your concerns about not receiving your pay early, as well as the issues you faced when linking your debit card.
  Upon review, we can confirm that your debit card was successfully verified on the same day it was linked. Since youre enrolled in Early Pay, we recognize that you were expecting to receive your paycheck up to two days early. However, we received your paycheck from your employer on 10/11, which matches the payday listed on your pay stub.
  EarnIn processes funds on the day they are received. As a result, your paycheck was processed on 10/11, with the necessary debits deducted and the remaining balance transferred to your checking account the same day. Since we were unable to receive your pay early, no Early Pay fee was charged for this paycheck.
  Please note that early direct deposits depend on the timing of when your employer or HR provides the payment details. If they do so early, we can process the deposit sooner.
  We appreciate your patience and understanding. If you have any further questions, feel free to reach out to us via in-app chat support.
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a text message this morning at 10:15am from a short code number with a verification code for an ************************** account. I do not have an account. I do not want an Earnin account and I did not authorize this company to have access to my phone number or bank accounts. I attempted to report this as fraud because it seems someone is trying to open accounts with my information but there is no way to contact the company without downloading an app or creating an account.Please advise how I can protect myself from whoever's trying to fraudulently start an account with my information. I refuse to download the Earnin app because this company seems extremely suspicious and feels like a scam.

  

  Business Response

  Date: 10/09/2024

  Dear ****** ********,
  
  Thank you for reaching out to us regarding the One-Time Password (OTP) message you received from EarnIn. We understand your concern and want to assure you that, after investigating, we have verified that no account is registered using your phone number in our system.
  For your safety, we always recommend the following precautions:
  We will never call, text, or email to ask you to share the 6 digit security code you received. 
  Do not share any personal or private information with anyone requesting it online, via phone, or in person, unless you are certain of the recipient's identity.
  
  Ensure your personal information, such as account details and passwords, are secure and only known to you.
  Be vigilant about any unsolicited requests for personal information, as these may be attempts at fraud or identity theft.
  If you notice anything unusual or receive any other suspicious notifications, text messages, or emails, please dont hesitate to contact us at *************************** or via chat support [add link here]. We are here to assist you promptly and will verify any concerns on our end.
  Thank you for your attention and for bringing this to our notice.
  Best regards,
  
  

  Customer Answer

  Date: 10/09/2024

   
  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:10/07/2024

  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 have no clue who this company is but they are texting my cell phone with a verification code. I am trying to find out how they have my information and why they are contacting me, as I am concerned about possible identity theft. They will not answer my calls or return my emails. I can't get any resolution.

  

  Business Response

  Date: 10/09/2024

  Dear Ellis Wheby,
  
  Thank you for reaching out to us regarding the One-Time Password (OTP) message you received from EarnIn. We understand your concern and want to assure you that, after investigating, we have verified that no account is registered using your phone number in our system.
  For your safety, we always recommend the following precautions:
  We will never call, text, or email to ask you to share the 6 digit security code you received. 
  Do not share any personal or private information with anyone requesting it online, via phone, or in person, unless you are certain of the recipient's identity.
  
  Ensure your personal information, such as account details and passwords, are secure and only known to you.
  Be vigilant about any unsolicited requests for personal information, as these may be attempts at fraud or identity theft.
  If you notice anything unusual or receive any other suspicious notifications, text messages, or emails, please don’t hesitate to contact us at [email protected] or via chat support [add link here]. We are here to assist you promptly and will verify any concerns on our end.
  Thank you for your attention and for bringing this to our notice.
  Best regards,
  
  

• Initial Complaint

  Date:10/07/2024

  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.

  On 10/7/24 I received a text message with a verification code for logging in--- however I have not and have never signed up for service with EarnIn and therefore believe this is a fraud attempt. EarnIn does not have any phone number to contact them- and the only route they offer for direct communication with them is by downloading their app, creating an account with them, and then their website states you can chat with support. This is predatory - and does not provide me with an avenue to report fraudulent attempt of someone using my information to establish services with them. I would like someone from EarnIn to contact me so I can rectify the situation and ensure they do not perform services linked to my personal information.

  

  Business Response

  Date: 10/09/2024

  Dear ******* ******,
  
  Thank you for reaching out to us regarding the One-Time Password (OTP) message you received from EarnIn. We understand your concern and want to assure you that, after investigating, we have verified that no account is registered using your phone number in our system.
  For your safety, we always recommend the following precautions:
  We will never call, text, or email to ask you to share the 6 digit security code you received. 
  Do not share any personal or private information with anyone requesting it online, via phone, or in person, unless you are certain of the recipient's identity.
  Ensure your personal information, such as account details and passwords, are secure and only known to you.
  Be vigilant about any unsolicited requests for personal information, as these may be attempts at fraud or identity theft.
  If you notice anything unusual or receive any other suspicious notifications, text messages, or emails, please dont hesitate to contact us at *************************** or via chat support [add link here]. We are here to assist you promptly and will verify any concerns on our end.
  Thank you for your attention and for bringing this to our notice.
  Best regards,
  
  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22390492
  
  I am rejecting this response because: the service Earnin used to send out verification SMS codes is a valid company. The message I received was not a phishing attempt. 
  
  Therefore, somehow this company obtained access to my personal information and has used it within their systems to initiate some sort of service- or attempted to. 
  
  I do not accept the response provided and would like an explanation to the how my specific number was targeted from their systems to feel safe that they are not trying to open an account on my behalf as the industry they operate in is a large target of fraud and nefarious actors. 
  
  Sincerely,
  

  

  Business Response

  Date: 10/10/2024

  Thank you for your response.
  
  It appears a third party may have attempted to create an account using your phone number.
  We have thoroughly investigated the matter and can confirm that no account was created, and there has been no security incident within our systems.
  If you need further assistance you can contact us at ****************************

  Customer Answer

  Date: 10/10/2024

   
  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:10/04/2024

  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.

  This company keeps changing the agreed upon debit dates, which is messing up my budget and accounts. I am disabled and on a limited income so I can't have these kinds of surprises. I have contacted them several times and they don't know what they are doing. Now I am trying to close my account and I cannot because their app doesn't work. Please delete my account and data.

  

  Business Response

  Date: 10/07/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused. Upon reviewing your account, we noticed that your reschedule request was initially approved but later canceled due to the closure of your account.
  
  Please note that any unpaid debits must be repaid before you can use EarnIn's services again. Unfortunately, closed accounts cannot be reopened or reactivated. If you require any further assistance, our chat support team is available to help.
  
  
  
  

  Customer Answer

  Date: 10/07/2024

   
  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. They, as always, don't have the basic understanding of their contract terms, as they rescheduled this without my permission. However, the account is closed.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/05/2024

  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.

  Their payday calculation is way off, the people on the other end are no help. Help. I had an issue due to having being out of work for medical reasons where I fell back on my bills and I've been using earning to try to catch up. Well September 3rd after I got out of a 8-hour shift, My account never updated then I got overdrawn by my bank. I tried to avoid the fee so I went and did another 8-hour shift on September 4th And my earnings still never updated. When I contacted support they told me that there was nothing they could do to help and when I got a little upset about that they told me to calm down or they couldn't help me which is funny cuz they weren't helping me anyways

  

  Business Response

  Date: 09/10/2024

  Thanks for sharing your experience with us. We understand that you encountered difficulties with how your earnings are being calculated and we sincerely apologize for any inconvenience this may have caused.
  
  We reviewed your account and noticed that your recent paychecks were lower than expected. Your earnings are updated daily based on the value of your last three paychecks. However, since your recent paychecks during that period had been lower, your accrued earnings were lower. Additionally, GPS earnings only tracked a few of your listed work addresses, with some points appearing outside the expected area. Please ensure you follow the necessary steps for GPS tracking when at work and aim for higher paychecks to increase your earnings in the future.
  We are dedicated to ensuring a smooth experience and appreciate your patience. If you have any further questions or need additional help, please feel free to contact our support team.
  
  

  Customer Answer

  Date: 09/10/2024

   
  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:09/04/2024

  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.

  The last time I used Earnin's service was over 5 years ago, I do not currently have an account with them. Yesterday (3 September 2024) I was charged $111. The bank account that the money was withdrawn from was never connected to Earnin during the time I did have an account with them. The only ways to contact customer support were by online chat (i do not have an account so this was impossible) or to leave a voicemail for their call center which says they will respond in 3 days. I have already called their call center and received no answer despite calling during normal business hours.

  

  Business Response

  Date: 09/10/2024

  Thank you for reaching out to us. We understand your concern regarding the recent charge of $111 on 3 September 2024, especially given that you mentioned not using our service in over five years and that the bank account was never connected to EarnIn.
  A specialist from our team has reached out to you directly to further assist with resolving this issue. We appreciate your patience and apologize for any inconvenience this has caused.
  
  

• Initial Complaint

  Date:09/03/2024

  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.

  I have no clue who this company is but they have my banking information and have taken money from me unauthorized they will not answer my calls or return my call I've been trying to get my money back from this company and can't get any resolution

  

  Business Response

  Date: 09/09/2024

  Thank you for bringing this matter to our attention. After reviewing the charge you mentioned, we can confirm that it does not originate from us, as it is listed as ********* rather than EarnIn.
  We suggest reaching out directly to the company mentioned in the transaction details or contacting your bank for further assistance.
  If you have any questions about your recent transfer completed on September 3rd, please do not hesitate to reach back to our chat support team.

• Initial Complaint

  Date:09/03/2024

  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.

  When I borrow money until payday, the funds I receive are supposed to be withdrawn from the following paycheck. On 2 separate occasions, they have charged me twice for the same transaction, citing that the funds would be withdrawn from the NEXT paycheck. So what happens is that they withdraw the funds from the next TWO paychecks.

  

  Business Response

  Date: 09/09/2024

  Thank you for bringing this to our attention and we understand your confusion, ****.
  We reviewed your account and confirmed that all Transfers were correctly aligned to the debits on 8/15 and 8/29. Therefore, there were no duplicate debits.
  To ensure clarity when transferring out, the following policies determine the debit date of Transfers requested on the day before the payday:
  1. If the time the Cash Out was made is before 10:00 am EST, the money will be debited the next day.
  2. If the time the Cash Out was made is after 10:00 am EST, the money will be debited on the payday after next.
  If theres anything else we can do or if you have further concerns, please reach back to our chat support team.
  
  

• Initial Complaint

  Date:08/30/2024

  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.

  Company went into my bank account and deducted 400 dollars for their mistake. They claim my bank account was credited extra credit when this was not the case. They claimed the error happened almost 30 days ago.

  

  Business Response

  Date: 09/03/2024

  Thank you for bringing this matter to our attention, ******. We apologize for the inconvenience you experienced.
  After thoroughly reviewing your case, we determined that the discrepancy was caused by multiple transactions sent to your account on 8/5, which led to an additional debit on 8/29.
  
  To resolve this matter, we have credited the amount debited on 8/29 back to your account and have rescheduled the transaction for 9/13, in line with the agreement you reached with our previous representative.
  We appreciate your patience and understanding. If you have additional questions about this matter, feel free to contact our chat support. Thank you and have a wonderful day.