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:12/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 The 13th of December Was Contacted Via Email By Fansly Compliance Team For Verification On A Video. This Came Only After , Someone Reported My Page After Close To If Not A Year Of Usage. The Banner On My Profile Brandish ****** Which Was Against There Policy Despite. Being Asked Upon Signup What Would The Account Be Used For , Disclosed That It Would Be For Said Use. Amongst That , My Account Funds THAT WERE ALREADY IN THE PROCESS OF BEING WITHDRAWN. Canceled And My Account Put on Hold Because Of Missing Verification . Provided Verification Via My Only Other Performer, @ The Time Of Violation NO MEDIA CONTAINING THIRD PARTY BUT WHAT WAS VERIFIED WAS PRESENT ON PAGE . After Speedily Providing Documentation, Was Then Told Now There Is A Media Which Contains Two Others And Only One Person Out Of Three Needed To Be Verified . This Video Or Media Was Never An Issue .. Wasnt What Needed To Be Addressed Or Cleared . Magically After Ive Provided All Documentation And Everything , Now Theres More Media Thats Needs Verification. I simply Want My Revenue (34.40$) that was already in the process and my account canceled . I have no media or anything . Enclosed Is Proof That This Seems To Be A Bias With This Because Multiple Performers Have ****** In There Banners And Pics, As Well As The Fact They Claim The Video is ********* but has three females ? I have provided Fansly With Screenshots And To No Reply . Again Just Desire My Cashout And Cancellation From This Company

• Initial Complaint

  Date:05/03/2024

  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.

  I made an account to be able to connect with my fans and grow my platform I got my first Tips and my account has been on hold ever since Iv reached out by email several times Iv contacted them on ******* multiple times and I called the phone number listed multiple times. This is the worst customer service I’ve ever experienced I haven’t been able to access my money for almost 2 months and no matter how many times I reach out I am ignored

  Business Response

  Date: 05/13/2024

  Hello BBB,
  
  Thank you for your urgency in this matter. We have been actively investigating this situation based on the user's activities. This is a necessary measure to protect against potential issues such as fraud. We apologize for any inconvenience to the user, but our priority is to keep our community safe. We are handling this internally, following our company's policies and Terms of Service. The customer will be contacted and informed accordingly.
  
  We greatly appreciate your understanding.
  

  Customer Answer

  Date: 05/13/2024

  
  Complaint: 21659415
  
  I am rejecting this response because: I have not received help from support yet, they refuse to take the hold off my account and it's been 3 months. If you haven't verified after 3 months the hold should be dropped because you are holding my funds for no reason also preventing me from getting tips from other fans or sell content because my account is in hold. It's simple I sell content just like every other model on the site. Case will remain open until issue is resolved 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/25/2024

  Dear BBB,
  
  We prioritize user privacy and cannot discuss account details externally. Our internal review process manages all account matters. Some cases may take longer due to complexity or the time needed to gather information. Cases involving potential fraud may require additional measures to ensure community safety.
  
  Rest assured, our dedicated team is actively working to address and resolve any pending issues directly with the client. Thank you for your understanding.

• Initial Complaint

  Date:04/17/2024

  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.

  ·Date of the transaction March 22, 2024, April 10, 2024, and April 11, 2024 ·The amount of money you paid the business Sales, not payments, are $2,160, $300, and $680, respectively. There may be some errors as it is difficult to verify the amount of sales as I am currently unjustly barred from logging into my account, but they are not significantly different. ·What the business committed to provide you Fansly promises creators that it will collect 20% of their sales as a commission and remit the remaining 80% to a bank account of their choice. I have a corporate account in the U.S., so I submitted proof of my corporation and was approved by Fansly. However, when I applied for withdrawal, my account was suddenly suspended yesterday. ·What the nature of the dispute is: I was the creator of a fan club website called Fansly. I have about $3000+ in sales, but suddenly yesterday my account on the site was suspended without any notice or confirmation. It was just after I had submitted a withdrawal request to the US corporate account, so in effect, Fansly has stolen my sales. To be more precise, it is an unjustified confiscation of my creator earnings. Fansly informed me that they suspended my account because my account violated the following prohibitions. "attempt to defraud the Company or our Users (e.g., working together with a member or "hacker" to accept payment with stolen credit cards)." However, we have not done anything to break the terms of the agreement or even Fansly's terms and conditions, and suspending our account at the time of the withdrawal is the worst thing we could have done. The situation seems as if they have been working as a creator for the purpose of stealing sales from the beginning. ·Whether or not the business has tried to resolve the problem The Fansly side has not responded with anything. They never bothered to confirm any details. ·Account / order / tracking number ****************

  Business Response

  Date: 04/24/2024

  Thank you for bringing the recent complaint to our attention. We have thoroughly investigated the matter based on the information provided in the complainant's report. However, after an extensive review of our records, we regret to inform you that we were unable to locate any account, active or inactive, associated with the details provided.
  
  We wish to emphasize that as per our Terms of Service, which can be accessed at ****************, we retain the right to close any accounts that we have determined to have violated our terms. While we understand the importance of addressing customer concerns, without further information or verification of the complainant's account details, we are unable to proceed with addressing this specific matter.
  
  We remain committed to upholding the highest standards of service and accountability. Should the complainant wish to provide additional details or clarification, we encourage them to reach out to our customer support team at [email protected].
  
  Thank you once again for your assistance in this matter.

  Customer Answer

  Date: 04/27/2024

  
  Complaint: 21586422
  
  I am rejecting this response because:

  The party at issue in this case, the wrongfully suspended Fansly account, said it could not be identified.
  
  The account URL(s) in question is(are) below.
  
  ****************
  USER ID:**********

  ****************
  USER ID:***************

  We are providing the above two URLs because the user ID must have changed in the middle of March or April of this year, and they are the same person.
  
  First of all, since Fansly replied that they could not identify our account, we have provided the account ID and URL more strictly.
  
  Please tell them to confirm the wrongful suspension and have the account restored, along with the said account information and our original claim.
  
  Thank you in advance for your cooperation.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/07/2024

  We appreciate the opportunity to address the recent complaint filed regarding the suspension of a creator account on our platform. As a company committed to maintaining transparency and integrity in all our operations, we take complaints seriously and strive to address them promptly and thoroughly.
  
  After receiving the complaint and conducting a comprehensive review, including the recent addition of further information, we were able to locate the account in question. However, our investigation reaffirmed our decision to suspend the account due to its involvement in fraudulent activity. This decision aligns with our Terms of Service, which all users agree to upon creating an account. The Terms of Service explicitly prohibit fraudulent behavior, and we reserve the right to suspend accounts found in violation of these terms.
  
  We understand the importance of ensuring a safe and trustworthy environment for all users on our platform. By upholding our policies consistently, we aim to protect both our users and the integrity of our platform. We remain committed to addressing any concerns raised by users or third-party entities.
  
  Thank you for your consideration.

  Customer Answer

  Date: 05/11/2024

  
  Complaint: 21586422
  
  I am rejecting this response because:
  

  Fansly said we were banned because we might do the prohibited activities as the following topic of their terms of use;

   

  ¦¦¦

  4.that  Acceptable Use
  c. Additional Prohibited Uses for Creators:
  attempt to defraud the Company or our Users (e.g., working together with a member or “hacker” to accept payment with stolen credit cards).

  ¦¦¦
  

  However, we never do such a thing so far, and Fansly never show us the proof of what we violated their guidelines.

  Fansly must not be able to show the proof to us because we never do it.

  We continue to demand the return of confiscated sales proceeds and the presentation of evidence for wrongful account suspension.

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

  Business Response

  Date: 05/24/2024

  Our fraud investigation team conducted a thorough review of the activities associated with ****** ********'s account. The investigation revealed substantial evidence of fraudulent transactions. Specifically, the account received funds from sources identified as fraudulent beyond a reasonable doubt. This is a clear violation of our platform's Terms of Service, which are outlined and publicly available here.
  
  As stated in our Terms of Service, Fansly reserves the right to close any user's account and forfeit any earnings in the account at the time of the offense or deletion, should there be involvement in fraudulent activities. This policy is in place to protect the integrity of our platform and the interests of our legitimate users.
  
  While we understand ****** ********'s dissatisfaction with the outcome, we must enforce our policies consistently to ensure a safe and fair environment for all users. Therefore, the decision to terminate ****** ********'s account and withhold the earnings stands firm.
  
  We hope this explanation clarifies the situation. Should you have any further questions or require additional information, please feel free to contact us.

  Customer Answer

  Date: 05/28/2024

  
  Complaint: 21586422
  
  I am rejecting this response because:The explanation given by Fansly is that they are receiving funds from fraudulent sources beyond reasonable limits. However, I am only selling videos by exchanging DMs on the Fansly website. How can I determine that the customer side has a fraudulent funding source? I still don't know how past customers have earned the funds to pay me, and I doubt any creator will ever know. No one will ask me about my clients' professions. Even if the client is a wrongdoer, why should the creator be blamed? The only one who should be punished is the wrongdoer, not the creator. Please take this seriously.
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/30/2024

  Hello,

  We understand your concerns, but due to privacy and internal policies, we cannot disclose specific details. Our dedicated team thoroughly investigated the issue, and based on our findings, we determined that the action taken was appropriate. We take various steps to keep Fansly a safe place for everyone, and the action taken was deemed necessary. We hope this clarifies our position. Thank you for your understanding.

  Customer Answer

  Date: 06/02/2024

  
  Complaint: 21586422
  
  I am rejecting this response because:

  You say you can't disclose details due to privacy concerns, so why don't you just send me an email directly, and even if you can't disclose through the BBB, you can still notify me directly. I have three points to reiterate my argument.
  
  (1) That there is no wrongdoing.
  (2) Suspension of the account is unjustified.
  (3) Forfeiture of sales is also unfair.
  
  These are the three points. Even if disclosure of (1) and (2) is impossible, if there is no disclosure of (3), which is the confiscation of sales, it would be the same as fraud from my side. The creators were forced to work for free, and then the sales were fraudulently confiscated without disclosing anything. At the very least, detailed data and evidence should be disclosed regarding (3).
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Paid $100 in credits to the account and contacted support to ask for refund and they said these funds have been sent but I have screenshots showing that their system had an issue and I was in advertently charged and requested a refund prior to my account being cleared of those funds. Completely unethical business and should be immediately Looked into. I have communication from representatives, stating that they explicitly told me to not use the funds while they looked into the investigation of this, and I followed up and asked them for updates, and they told me the funds have been used. The whole premise of their initial response to my inquiry was to state to not use the funds indicating that the funds had been in my account prior to them being in their system error

• Initial Complaint

  Date:11/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 emailed this websites support as I needed help cashing out my earnings before I could completely close my account out due to the balance not meeting the minimum payout balance. They have refused to help me with the very simple request of granting a payout and I want it done immediately so I can close my account.

• Initial Complaint

  Date:11/01/2023

  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.

  Fansly gave me a refund and said they can credit my credit card, but the card they were sending the money too has since been cancelled due to my bank account being hacked, bank had to issue a new card.Fansly says they can only issue money back to cancelled card, they are giving me no other options and told me the money will just have to be used on the site they cant do anything else to help.

  Business Response

  Date: 11/08/2023

  This customer purchased an amount of site credit that can be used to purchase content on our platform. The customer applied the credit to a purchase, then later requested a refund for the purchase. We provided the refund back to their site balance, and offered to return the funds to the purchasing card if they prefer. They requested a refund to their card. However, we were unable to issue the card refund because due to an invalid card error response from their bank. Then, the customer requested the refund to a different card, and we informed the customer that it's only possible for us to refund to the purchasing card. This is a limitation of our payment processor. The customer can still use the funds that were returned to their site balance to make purchases within our platform. Furthermore, our terms of service (**************************************) which all users agree to when creating an account, states that all purchases are final and non-refundable in section 3h.

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello,Fansly refuses to help remove my credit card from my ex-husbands account. He is no longer an authorized user, and has not been for some time. He says that Fansly will not get back to him, and since he has a new phone he does not have access to the old **************************** wanted my ID and credit card numbers (first four, last four). Plus screenshots of the transaction. I provided that information and never received a proper response back other than they were forwarding it to the correct ********** Fansly is claiming this account is mine and the purchases are correct. They are not. I never made an account, and the person who put my credit card in is no longer authorized on my account. My cards company says I can just file for disputes and that is all I can do.I have the e-mail chain noting their replies. They dont have a contact phone number on their website.