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:12/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2023, I transferred $5014.82 from my Brightwell to my bank account. However, the money has not been credited, and it seems to have disappeared.I reached out to Brightwell chat on December 5, and after being informed that they escalated the case, they stopped replying to my messages. Today, I called the toll-free number, but no relevant information was provided. They assured me that they are still working to find out what is going on, and they promised to resolve the situation as soon as possible. Still, Im missing lots of money.

  

  Business Response

  Date: 12/13/2023

  Dear Value Customer

  Thank you for reaching out to us regarding the issue with your funds not being deposited into your account. We understand the importance of this matter and assure that we are actively investigating the situation to determine what happened and working towards a solution.

  We apologize for any inconvenience this may have causes you and want to assure you that we take this matter seriously. Our team is diligently looking into this matter, analyzing the situation details, and working with the relevant parties to identify the root cause.

  Rest assured; we are committed to resolving this issue as quickly as possible. We understand the impact it can have on your financial well-being, and we are doing anything within our power to rectify the situation promptly.

  In the meantime, we kindly request your patience and understanding. We will keep you updated on the progress of our investigation and provide you with a comprehensive explanation once we have identified the cause and found a solution.

  If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you and we will do everything we can to ensure a satisfactory resolution.

  Thank you for your understanding and cooperation,

  Sincerely,

  Brightwell
  

• Initial Complaint

  Date:11/27/2023

  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.

  On November 20th I did a transfert o my wheels Fargo account of $1618.23 and has been a week and they do not credit the money or respond my inquiries and now I am late with my bills and they do not care.

  

  Business Response

  Date: 11/27/2023

  *****************,

  
  We appreciate you sharing all of the details of your experience with Brightwell.  While reviewing your account, we noticed that the transfer was not successfully processed. 
  We are pleased to inform you that the bank has credited your account.  This process took longer than anticipated,and we sincerely apologize for the time it took to resolve this issue.

  
  We deeply regret any inconvenience this delay may have caused you and want to assure you that we have taken steps to prevent such delays from occurring in the future.
  

  If you have any concerns or require any further assistance regarding this matter,please do not hesitate to contact our customer support team. We are committed to resolving any outstanding issues and ensuring your complete satisfaction.

  Brightwell. 
  

  Customer Answer

  Date: 11/27/2023

   
  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,
  
  Maiara Leones

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  My salary was processed on October 26th by Brightwell to my bank account in ************, but I have not received the money.$3183.44 was sent.My bank details are correct. I have not changed them since receiving my salary the previous month.I have debit orders that could not be deducted from my account, my bank balance is in the negative.I urgently need support from Brightwell, but nobody helps you. I have sent several tickets, and nobody has answered. 12 days have passed, and I have not received my salary. Brightwell is quiet. I get the feeling they do not take crew members on cruise ships seriously is this is a real shame.

  

  Business Response

  Date: 11/14/2023

  Dear ****

  Thank you for reaching out to us regarding the issue with your funds not being deposited into your account. We understand the importance of this matter and assure you that we are actively investigating the situation to determine what happened and working towards a resolution.

  We apologize for any inconvenience this may have caused you and want to assure you that we take this matter seriously. Our team is diligently looking into the matter, analyzing the transaction details, and working with the relevant parties to identify the root cause.

  Rest assured; we are committed to resolving this issue as quickly as possible. We understand the impact it can have on your financial well - being and we are doing everything within our power to rectify the situation promptly.

  If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you and will do everything we can to assure a satisfactory resolution.

  Thank you for your understanding and cooperation.

  Sincerely,

  Brightwell Payments

  Customer Answer

  Date: 11/14/2023

   
  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:10/28/2023

  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.

  My card has expired and i need to recive a money transfer from another Brightwell card from another country. I requested a new card 3 months ago and i still didn't receive one. I spoke with customer service 3 times already and they say it's global shipping issue wich is ridiculous that it takes more than 3 months to deliver a CARD anywhere in the world. Thank you and i really hope something will be done to help my problem.

  

  Business Response

  Date: 11/02/2023

   

  Dear *************** *******************************, 

  We sincerely apologize for the inconvenience of not receiving your card and we are pleased to inform you that a new card has been sent to you. 

  We regret any inconvenience this has caused you and want to assure you that we have taken steps to resolve and prevent such from occurring in the future.      
  

  If you have any concerns or require any further assistance regarding this matter, please do not hesitate to contact our customer support team. We are committed to resolving any outstanding issues and ensuring your complete satisfaction.
  

  Regards,

  Brightwell Payments 

• Initial Complaint

  Date:06/12/2023

  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.

  22 of April i send **** dolar on my bank account at home.. almost one month and half i still didnt recive it.. no any answer from brightwell.. only answer i get is we are working on it and thats all.. i requesz swift copy from you but still nothing ????

  

  Business Response

  Date: 06/15/2023

  We sincerely apologize for the delay in processing your refund and are pleased to inform you that the bank has credited your account as of June 13, 2023. This process took longer than anticipated, and we sincerely apologize for the time it took to resolve the issue and credit your account. We deeply regret any inconvenience this delay may have caused you and want to assure you that we have taken steps to prevent such delays from occurring in the future.
  
  

• Initial Complaint

  Date:03/24/2023

  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 a ship crew member and holder of a Brightwell bank card on which I was receiving my salary while I was working. On August 8 2022 I sent 10000$ (Send to Bank on Demand) to my new account in ****** (Im from ******* and new in ****** because of war). I didnt receive my money on my ******** account what was reported to Brightwell, they offered to make recall and until now didnt recall. Its being 8 months already 8 months of empty promises from brightwel

  

  Business Response

  Date: 03/31/2023

  Hello Ievgenii,
  
  After investigating the situation and reviewing the discussions you had with our Risk and Support teams, I'd like to express my heartfelt appreciation for your patience throughout this ordeal. It is my understanding that the intermediary banks involved in facilitating your bank transfer to your ******** bank account have not cooperated with us in locating the money you transferred. I will state unequivocally that we do not tolerate inaction in a situation like yours. 
  
  We will continue to communicate regularly with our remittance partner regarding the status of your return. As we discussed in your open Support ticket, we are currently working on the logistics of providing you a provisional credit for the missing funds. Once we finalize the details and obtain all of the proper approvals, we will credit your account and communicate this with you in your Support ticket.
  
  Please accept this response as an apology from our entire Brightwell team, as this is not a common occurrence, and we sincerely apologize for any inconvenience this may have caused. 
  
  Our sincerest regard,
  
  Brightwell Payments

• Initial Complaint

  Date:02/08/2023

  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 a ship crew member and holder of a Brightwell bank card (Brightwell Payments, **** ***************************************************************** *****) on which I receive my monthly wages whilst working.On the 3rd of January during my vacation abroad I contacted Brightwell customer support due to a fraudulent transaction I had noticed on my account. - Their solution to this was blocking my card AND also blocking me from being able to access and manage my funds which means I have been unable to make any transaction ever since. It's been longer than a month and I haven't got my replacement card yet either.After complaining on a daily basis they decided to give me a 1-hour temporary access to my account so I would be able to transfer some of my funds to another account. It was on the 2nd of January when I attempted to transfer $1000 to another ** account I have.It's been a week now and the $1000 have not arrived into my other account and it's been five weeks without having ANY access to my OWN funds.On top of that, I have no access to see previous transactions in my bank statements as it does not show the merchant name!!I am unable to pay my rent, bills, or buy food as all my hard earned money is in that account.I have spoken to more than five costumer support agents and apart from politely delaying a solution, nothing else has been done. Complain Tracking number : (1291836)Please give priority to my case as I am in a very insecure situation without virtually money to live on.Brightwell Payments, *** should be contacted and made to deal with my case promptly.They must give me full access to my funds, confirm that my transferred money has not been lost (if it has, they must refund it) and issue me with an expedited new card FREE OF CHARGE due to the great damages it has caused me having to survive for 5 weeks without my money.

  

  Business Response

  Date: 03/31/2023

  Hello *******,
  
  Thank you so much for sharing all of the details of the experience you had using the Brightwell ********* mobile app. After looking into this, I can see from your conversation with our Risk and Support teams that all your money has been refunded and you have received your replacement card. In the event of suspicious or fraudulent activity on a Brightwell ********* account, it is our responsibility to restrict access to the account to prevent any further fraudulent activity. Please accept this response as an apology on behalf of our entire Brightwell team, as this is not a common occurrence and we are genuinely sorry for any troubles this may have caused.
  
  Sincerest regards,
  
  Brightwell Payments

• Initial Complaint

  Date:01/03/2023

  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 did an On demand transfer through my Brightwell app to ****** on December 19th of 562,99 USD (Banco Santander) and other on 26th of 10 USD (*******) tracking number NTR7721217 under the same recipient name. The money doesnt show up and didnt return to my account. This is a procedure that I use to do frequently. I get my salary through this account which has a debit card and an app from which I do the transfers. Two days after the first transfer one of the bank employees asked me to confirm the type of the account and the code for the purpose of the transaction. That never happened before. I answered back and since then my money simply disappeared. The same happens with the second transfer done on Dec 26th. Brightwell is not answering the ticket ******* opened about these issues. All my bill are overdue because of theses incredible problem, my Christmas and *** were seriously affected. I urgently need a solution for this case.

  

  Business Response

  Date: 04/14/2023

  Agenor,

  Thank you so much for sharing all of the details of the experience you had using the Brightwell ********* mobile app. I apologize for any inconvenience you experienced with your OnDemand Transfers. After looking into your account, I can see the full amount of both transfers have been credited to your account.
  
  While I cannot share more about your support ticket here, I would encourage you to contact our support team if you require any additional assistance. You can contact them from the Brightwell ********* mobile app, on our website, or by calling the phone number on the back of your card.  Please accept this response as an apology on behalf of our entire Brightwell team as this not common occurrence and we genuinely sorry for any troubles this may have caused.

• Initial Complaint

  Date:12/12/2022

  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.

  My name is ******************* and I am an Officer from Princess ********** ID # is ********* September 24th, 2022 I did a wire transfer with confirmation number ********, to my Wife's account in **** for the amount of $4065 US dollars. After more than 2 months until today my money has not arrived in my wife's account or returned to my brightwell account.How can this be possible???My wife has called her Scotiabank **** Bank several times and continues to receive the same response that her husband's money has not arrived.They send us an email with the answer wich I'm attaching and with all the movement and balance of her account.On August I did my wire transfer the amount of ******** us dollars (at the end the total amount on arrival was ********) and this one arrived on September 09, 2022, and took a month.The money I sent was urgent for my wife's operation but I never imagined that you my bank brightwell would take so much time and delay in my second wire transfer so I demand my money return in my brightwell account as soon as possible please.

  

  Business Response

  Date: 04/19/2023

  Hello ****, our Brightwell Support Team confirmed that your money has successfully been deposited into your wife's account. I apologize for the extended delays you experienced with your money transfer. Thank you for your patience while our team communicated with all the banks involved to locate and get your money where you needed it. 

• Initial Complaint

  Date:08/31/2022

  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 made an On demand transfer with Brightwell Navigator on August 4, 2022 AMOUNTING TO 4000$ TO my home account in ***************. Almost a month now and I haven't received it yet. They gave me un update that it is on the process of returning but up until this month for 3 weeks now it does not reflect on my Brightwell account as well.I tried to reach with them from time to time but the reply i get is that they are working on it.

  

  Business Response

  Date: 04/14/2023

  ******,
  I am so sorry about your negative experience with your recent transfer. While I know we have resolved the initial issue, I do apologize for the amount of time it took to do so. You work hard for your money, and it is important to us that we provide the best service we can. If you are still experiencing any issues with this transfer, please contact our support team. You can contact them from the Brightwell ********* mobile app, from our website, or by calling the phone number on the back of your card.