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:08/24/2022

  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 tried to mobile deposit a check and never 1 time informed that after taking photos, I had to void it and upload a 3rd photo. There was no option to do so and this step was never made clear by the app, email, or other communication. No bank I have ever used has required this step either. I paid the $5 fee to be deducted for quick access to the money within 10 minutes. After almost 2 hours, I called to see why funds were not there yet and since It took to long to deposit, have the $5 fee refunded. The agent explained the step of voiding the check but refused to refund the fee. Since this step was never explained and now, the reason I needed the funds quickly to begin with is too late and no longer needed, I refuse to pay a fee and demand the transaction be cancelled.

  

  Business Response

  Date: 08/30/2022

  Ingo Money has investigated this consumer's account. We were able to communicate with the consumer and resolve their issue.

• Initial Complaint

  Date:08/23/2022

  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 an account with SMI 1. They work together with Ingo Money, Inc. I have tried to deposit a check (an insurance draft) to the account in the amount of $783.19. When I try to deposit, then that&#**;s when H3234**34373130**3638H takes over and they got the guarantee of payment but they won&#**;t deposit it. I have tried calling them, speaking to a manager after 57 minutes. They said that I am a "high risk" and they told me to try it again and the same thing happened. When I try to deposit it someplace else, because I have already received the "guarantee of payment" it won&#**;t deposit, I can&#**;t get another one.

  

  Business Response

  Date: 09/06/2022

   Ingo Money has investigated this account. After further investigation of the account, it has been determined the account will remain inactive. We really wish there was more we could do. Unfortunately, there are policies and procedures we must follow. After escalating, we received a refusal response. We sincerely apologize, but your check will not be accepted. All attempts to contact the customer were not successful.

• Initial Complaint

  Date:08/20/2022

  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 wanted to cash an important check to pay off my college debt, i use the app PayPal but ingo is in charge of cashing check process, I sent a check for $100 they charge me $5 then after 3 hours I get a response, this check has been deny due to inactivity. I look up on ****** and hundreds of people have this problem, but no solution I call PayPal they send me to ingo, ingo operating system ***** they make you wait hours unlike PayPal you press 1 and theyll call you back. This company is really badly effecting PayPal negativity the amount of ****** post about ingo forcing people to shut down there PayPal is sad. I hope INGO can come to a conclusion and realize they are also effectively ruining my chances of paying off my debt.

  

  Business Response

  Date: 08/30/2022

  Ingo Money has investigated this consumer's account. Unfortunately, we were unable to cash the consumer's check. The consumer is still able to attempt other check submissions. All checks are subject to approval. All attempts to contact the customer were successful.

• Initial Complaint

  Date:08/19/2022

  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.

  Ingo money... where to start. They have thousands of negative reviews regarding the same issue so I'm not sure how they have not been investigated already. My issue is the same as all the other complaints. I was able to deposit a check one time using mobile check deposit. The next time I tried, account was locked because I needed to verify my identity. I did that as requested and spoke to a supervisor today who stated my submission was successful to identify my identity. She stated she did not see any reason why they would put my account as "risk" when my identity matches the name on my paychecks I have tried to submit. This has been escalated to risk management and I'm told it will take ***** hours but that there is no way to contact them and its in their hands if my account is reactivated. My question is, how can they choose not to reactivate if my identity has been verified as requested and my checks match my identity? How can that be a "risk." The supervisor was very helpful today but the fact that my fate is in the hands of a team I cannot even contact is worrisome considering they still do not believe I am who I say I am because I'm not sure they know how to read a name in a check or drivers licenses. I'm very concerned and I do not know why this company is still allowed to control people's money after so many complaints regarding the range exact issue. At this point in tempted to just go to their building to prove my identity in person.

  

  Business Response

  Date: 08/30/2022

  Ingo Money has investigated this consumer's account. We were able to escalate the account to *************** for review. **** can accept transactions from this consumer. All checks are subject to approval.

  Customer Answer

  Date: 08/30/2022

   
  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:08/19/2022

  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 use Venmo and ****** services. Both of these entities use Ingo Money as cash a check vendor. I had a money order to cash. I did the process. then nothing happened until late that Friday night when I received an email saying : Checks may not be approved for a variety of reasons, including: Check was not endorsed Check images are illegible Check was not written to you as your name appears on your account A properly voided image of the check was not received. I went in to the app which gave a completely different message claiming i had to wait 48 hours. this company's terms and conditions does not differentiate between a money order vs a check. i waited until Monday. 1st the app told me it could not detect my location. then i had to retake the front & back photos at least 4 times then submit, only to get the same message. i called & spoke with ******* and she told me the pictures were blurry to try again. i did. then got the same decline message. after 2 more attempts trying to get this done, the person who issued it to me took it back and got a new one in compliance with the litany of reasons why this did not get approved. he got one with my name PRINTED on it . i followed the list of instructions THEY gave as to why it was denied. then they declined it again. i called waited 37 mins & 49 secs only for the rep to pick up & hang up. called again and spoke with ***** she said i altered the money order and therefore closed my account. now i am stuck with the money order because the issuer refuses to go back and change it yet again. i don't have the ability to out and do this Plus seeing the other complaints and reviews filed shows it is the same generic message sent to everyone then claims high risk on a verifiable money order. They give falsehoods when they claim they contact the banks/ institutions.

  

  Business Response

  Date: 08/24/2022

  Ingo Money has investigated this consumer's account. Unfortunately, we were unable to cash the consumer's checks. The consumer is still able to attempt other check submissions. All checks are subject to approval. All attempts to contact the customer were not successful.

  Customer Answer

  Date: 08/25/2022

  Someone called yesterday to say they re-opened the account. Their explanation makes absolutely no sense but it is a partial "victory".They now claim that I was the person who bought the money order and I couldn't cash a money order I made out to someone else.  The photo clearly shows I was the receiver and the issuer was someone else. It will be a waste of time trying to get them to fix the error that is clearly on their end but they need to do better. It was nonsensical for me to buy a money order to myself to cash it on an account I could add paper money to. Their "review " team needs to be trained better to lessen complaints. 

  

  Business Response

  Date: 08/26/2022

  Ingo Money has investigated this consumer's account. Unfortunately, we were unable to cash the consumer's checks. The consumer is still able to attempt other check submissions. All checks are subject to approval. We were able to communicate with the consumer.

• Initial Complaint

  Date:08/18/2022

  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.

  On many occasions I have used the mobile check cashing feature on the Venmo app (powered by Ingo). The most recent time I attempted to cash a check I received a message that read after careful review of your most recent transaction, we have determined that your account exceeds our risk criteria and we are closing your Ingo Money Account.I contacted **** through chat and the agent was not able to help. Then I called (which took me hours to actually reach an agent). The agent said they could not see why my account was closed and that there is nothing they can do and my account will remain closed. I have since learned that **** also powers PayPal check cashing feature and I am unable to cash checks there either. I would like my account to be reopened as Ii have done nothing to warrant it being closed (especially considering Ingo cannot even tell me why its closed.

  

  Business Response

  Date: 08/22/2022

  Ingo Money has investigated this account. After further investigation of the account, it has been determined the account will remain inactive. We really wish there was more we could do. Unfortunately, there are policies and procedures we must follow. After escalating, we received a refusal response. We sincerely apologize, but your check will not be accepted.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17732760
  
  I am rejecting this response because:

  I have used the check cashing option through Venmo many times without issue.  The last time my account was closed by **** with absolutely no explanation.  Even after the BBB steps in on my behalf **** responds that my account will still remain closed. Again, no explanation of wrongdoing on my part, just a vague regurgitation of policy. If **** would look at my history of usage they would see there is nothing out if the ordinary.  Honestly not surprised this outcome as there are so many other customers complaining of the same issue. Just a terrible business practice. 

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

  

  Business Response

  Date: 08/23/2022

  Ingo Money has investigated this account. After further investigation of the account, it has been determined the account will remain inactive. We really wish there was more we could do. Unfortunately, there are policies and procedures we must follow. After escalating, we received a refusal response. We sincerely apologize, but your check will not be accepted.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17732760
  
  I am rejecting this response because:

  I did nothing wrong to have my account closed. Until Ingo informs me exactly what I did to warrant my account closure I reject their response  

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

• Initial Complaint

  Date:08/17/2022

  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 tried to take picture of my payroll check to be deposited into my Go2bank account and my **************** Bluebird account. Each time I was denied and all they say is after review they find they are closing my ingo money account (a10). I have done NO fraud or anything that would cause this. I have emailed them and their answer is only after review my recent transaction bull. If I cant get this resolved I will file Federal Court lawsuit for discrimination, and finacially causing me and my family undo harm. I took my Union to court 3 yrs ago, ******, and won. 2 yrs ago I took a title loan company to Federal court prosay and won. I am not going to sit back and allow them to finacialy destroy our lives

  

  Business Response

  Date: 08/31/2022

   Ingo Money has investigated this consumer's account. We were able to escalate the account to *************** for review. **** can accept transactions from this consumer. All checks are subject to approval.

• Initial Complaint

  Date:08/10/2022

  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.

  Ive been using them for years. I recently received two checks from my retirement. One was cashed with no problem. The other was said to violate the terms and conditions. Theyre from the exact same company. Received an email stating that my account is frozen due to issues with the check. They refused to resolve this.

  

  Business Response

  Date: 08/17/2022

  Ingo Money has investigated this consumer's account. We were able to escalate the account to *************** for review. **** can accept transactions from this consumer. All checks are subject to approval.

• Initial Complaint

  Date:08/09/2022

  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 attempted to cash a check on VENMO on August 4th a few times from my grandmother, thinking the date might not be written correctly or I didn't submit the picture correctly, and I had two separate checks one for 100 dollars and one for 60 dollars. I attempted to cash each one. I then cashed a child support check that was successful. So, I attempted to cash my grandmothers check for 100 dollars once more and this raised "risky behavior suspicion" and my account was closed. I have attempted to contact them to explain my situation with both checks in hand and they have just given me the run around and in one email just saying " nothing we can do, your account is closed." Because my bank is an online bank that uses Ingo money as a way to cash checks, I have absolutely NO WAY for checks to get into my bank account now. I am already on hard *************** as a single mother and now I have checks sitting here and can't get them into my account because I am "risky". Also, they said they would get back to me within 48 hours from when I called them on Friday, August 6th, and have not. I am in a huge bind and this business is doing something sketchy but not allowing me to cash my checks to a perfectly fine account.

  

  Business Response

  Date: 08/17/2022

  Ingo Money has investigated this consumer's account. We were able to escalate the account to *************** for review. **** can accept transactions from this consumer. All checks are subject to approval.

• Initial Complaint

  Date:08/06/2022

  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 tried cashing a check which they initially approved. Then they had me to put void big as day on the front of my check which now theyre making a reason that they cant approve it for no valid reason. I also requested check in mins and they still made me wait over an hour to decline my request when it was already approved. Now Im stuck with a check, bills due and no money I have kids etc..

  

  Business Response

  Date: 08/17/2022

  Ingo Money has investigated this consumer's account. We were able to communicate with the consumer and advise the steps needed to resolve their issue.