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:08/27/2024

  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.

  My payment stuck in this bank My mortgage stuck Just for **** fraud my bank account frozen I cant understand if you wrote check and money is available and bank debt just for bank stuck my account

  Business Response

  Date: 09/09/2024

  We appreciate the opportunity to address the concerns raised by ***************************** regarding their account with **********************.

  Javed A Bakhrani's account was temporarily restricted due to an account profile change that occurred on August 11, 2024. Subsequently, on August 12, 2024, the member contacted us to report potential fraudulent activity on their account. As part of our standard procedure, and in order to protect the integrity of the account, both incoming and outgoing transactions were temporarily placed on hold pending a full investigation.

  On both occasions, ***************************** was promptly informed of the restriction and the reasoning behind it.
  The investigation concluded on August 28, 2024, and as a result, the account was fully unrestricted. ***************************** was notified of this resolution via email.

  Despite our best efforts to clarify the situation, ***************************** remains dissatisfied and believes that their funds were unfairly retained by our institution.

  
  We regret any inconvenience this process may have caused and remain committed to providing transparent communication and financial protection to all our members.
  

  
  

• Initial Complaint

  Date:08/14/2024

  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.

  Hi I used this bank to buy something off Amazon ...****** cancelled my order and said they been sent the money back I call cogni and still no response after I open a dispute cause it's the only way in supposably getting my money back

  Business Response

  Date: 09/09/2024

  Tell us why here...Thank you for bringing ******* ****** concerns to our attention.
  
  On July 30, 2024, ******* ***** contacted us regarding a merchant refund related to an Amazon order. At that time, they were informed that Cogni does not hold refunds and that the processing time for refunds is dependent on the merchants timeframe. We assured the member that once the refund was processed by the merchant, the funds would be reflected in their account.
  
  On August 8, 2024, ******* ***** reached out again to inquire about the status of the refund. Once more, they were informed that the timing of the refund depends on the merchants processing procedures. Additionally, they were advised that if further communication with the merchant was unsuccessful, they had the option to file a dispute through the Cogni app for further assistance.
  
  Despite our best efforts to explain the situation, ******* ***** remains unsatisfied and attributes the perceived delay in receiving their funds to our institution.
  
  We remain committed to providing clear and helpful communication, and we value the opportunity to resolve any concerns our members may have.
  
  

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 used cogni credit card to buy items from ************* then ************* refund me for the items the funds were then sent back ti the card i used which was cogni. Cogni decided to close my account while my refund money is in there system which totaled to $3687.90 all i want is for them to release my funds but yet they are just not doing that and lying about having the funds when the merchant provided me with full proof that cogni has my funds and is not releasing it back to me

  Business Response

  Date: 04/13/2024

  I am writing to provide clarity on the recent closure of ***** ******************************************** account with **********************, which occurred on April 10, 2024, due to suspected irregular activity. Concurrently, an account associated with **************************************** was also closed for similar reasons.
  *************************** initiated her account with us on March 12, 2024. After the account's establishment, she received two deposits: the first, was a sum of $3,000 from *** ******************************** on March 15, 2024, followed by an additional deposit of $1,000 on March 29, 2024.
  On March 29, 2024, *************************** executed two transactions on *************, each amounting to $1,843.96, totaling $3,687.92. These transactions were promptly reversed on March 31, 2024, resulting in a credit of the same amount. Notably, *************************** proceeded to repurchase identical items immediately upon receiving her refund on the same day. This cycle repeated itself on April 1, 2024.
  Prompted by a fraud alert, our team initiated a temporary restriction on ******************************* account, suspending all incoming and outgoing transactions pending an investigation. Upon completion of the investigation, her account was permanently closed due to confirmed irregularities. A manual check was issued to ***************************, amounting to the remaining balance of $312.08.
  *************************** contacted us regarding an anticipated refund from *************. We were compelled to inform her that, due to the closure of her account, any refund would be unprocessable. Despite our recommendations to liaise directly with *************, *************************** expressed dissatisfaction, insisting that her remaining funds were being withheld.
  Following our correspondence with *************, it was established that *************************** must engage directly with them to resolve the matter. Despite our best efforts to clarify this, *************************** remains unsatisfied, attributing perceived funds retention to our institution.
  Please rest assured, we remain committed to transparency and ethical conduct in all our dealings. We trust that this communication provides comprehensive clarification regarding the sequence of events and actions taken. Should you require any further information or assistance, please do not hesitate to contact me directly.

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company informed me that Cogni is holding the funds and that they need to release the funds in the amount of $3,687.92 no second transaction was ever made there was two transactions and the funds were both refunded as stated by the merchant. They also confirmed it today that Cogni needs to release the funds totaling $3,687.92. Cogni also admitted to rejecting the refund which means my money is in there system still.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/19/2024

  I hope this email finds you well. I am writing to address the recent concerns regarding the status of funds belonging to ***** **************************************** held with Cogni.
  After thorough investigation, it has been confirmed that Cogni is not in possession of any funds belonging to ***** ****************************************. As per our records, we have disbursed a check to her for the remaining balance in her account, totaling $312.08. It is important to note that despite repeated attempts, the anticipated refund from ********** never reached *****'s Cogni account.
  Throughout this process, we have diligently communicated with *****, advising her on the necessary steps to resolve this matter. We strongly recommended that she directly contact ********** for assistance, emphasizing the limitations of their online bot service in addressing such issues effectively. Additionally, we have made numerous inquiries to ********** on *****'s behalf. According to **********'s response, ***** will need to await the return of funds and request a new refund, as the original funds never reached her Cogni account. They have also suggested that ***** visit or contact her nearest ********** store to further discuss the refund.
  It is imperative to clarify that Cogni does not retain any funds upon closing an account. Our policy mandates the complete disbursement of all funds held in a customer's account upon closure, leaving no provision for retaining or withholding any amount. Consequently, we are unable to accommodate any requests to hold funds beyond account closure.
  In light of the above, I trust that the situation regarding *****'s funds has been clarified. Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to us.
  Thank you for your understanding and cooperation in this matter.
  
  

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  on 4/1/24 both orders was refunded back to the card. since then the workers over at Cogni by the names of *** and **** ****. Have closed my account and decided to keep my funds from both refunds in the amount of $3687.90 they have been provided proof that the money was refunded from both me and the merchant. It’s been over a month and they are ignoring emails of proof that was sent and then when I call the racist white lady **** **** hangs up the phone when she recognize my voice. They are both refusing to look up the transaction authorization codes that was provided because it shows proof that the money is in their system terrible company need to release my funds. I provided both receipts that was given to me by the merchant, directly that shows proof that both orders were refunded, if cogni look up both authorization codes, it will show that the money is in their possession.  

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/10/2023

  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 had about 400$ in Cogni, I was using the service and then they asked for ID. I provided it and they deactivated my account which I truly do not care about. However my remaining balance is still in the account and they say they will send a check in that full amount. They said that a month and a half ago. Im a student and $400 is truly the world to me. Cogni is quite literally withholding me from the little money I do have. I reached back out to them via email and was told that they would deal with the issue and respond to me in 1 business day. Its been a full week and they ignored my follow up. I am out of options.