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:02/25/2025

  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.

  signed up for an account, signed up for my direct deposit, my check was supposed to post on 02/21, i did not see my check in my account until 4:00pm THAT DAY! I CAN NOT ACCESS MY FUNDS, I DO NOT HAVE MY DEBIT CARD THAT THEY SAID WOULD ONLY TAKE 5 DAYS ITS BEEN ALMOST 2 WEEKS, THE *** WILL NOT LET ME ADD AN EXTERNAL BANK TO EVEN MOVE MY FUNDS, I CAN NOT USE ROUTING AND ACCOUNT NUMBER TO EVEN MANUALLY TRANSFER MY FUNDS BY WIRE, THEY ARE HOLDING MY FUNDS THAT I NEED TO PAY RENT, UTILITIES AND LIVE MY EVERY DAY LIFE AND NO ONE HAS AN ANSWER! CUSTOMER SERVICE HAS BEEN LYING TELLING ME THEY WILL CALL ME BACK AND EXPIDITE THE ISSUE SINCE 2/21 IT IS NOW 2/25 AND NOTHING!!!!!!!!

  Business Response

  Date: 03/31/2025

   

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by our customer (complaint number ********* on **/27/2025.
  
  MoCaFi handled this complaint in the time required as per appropriate regulations and our company policy. Our response was provided to the cardholder on 03/04/2025.
  
  The customer contacted ********************** to report she could not access her funds. We started an investigation promptly, and provided her with a new access device.  ********************** then reached out to the cardholder and confirmed that she could access her funds.
  
  We thank you for the opportunity to respond to this complaint. Should there continue to be concerns, please contact MoCaFi Customer Service.

• Initial Complaint

  Date:02/11/2025

  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.

  My card was lost mocafi replaced my card and disputed transactions I didn't recognize and found no error but it seems the dispute was not looked into because it was done in a couple days and also the date might of been wrong for the last charge I made on my account because on my online account it only gives me the date the charges was posted not the date they happened on and I work hard for my money and I ask that this be reopened and my money be put back in my account because the transactions was not made by me

  Business Response

  Date: 02/26/2025

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by our customer (complaint number ********* on **/11/2025.
  
  MoCaFi handled this complaint, received by the cardholder on 01/30/2025, in the timing required as per appropriate regulations and our company policy. Our response was provided to the cardholder on 02/06/2025.
  
  The customer contacted ********************** to report fraudulent transactions. We started an investigation promptly, and after reviewing all claims, we found that no error had occurred with these transactions. MoCaFi communicated the final result to the cardholder
  
  We thank you for the opportunity to respond to this complaint. Should there continue to be concerns, please contact MoCaFi *****************

  Customer Answer

  Date: 02/26/2025

  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:

  [Your Answer Here]

  Nothing was handled my money still gone and my account was closed and my account was not credited back like I was told I just want my money back that was on that account 

   

   

   

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

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

  Business Response

  Date: 03/14/2025

  MoCaFi is in receipt of the rebuttal to our response to the complaint filed through the Better Business
  Bureau (BBB) by our customer (complaint number *********.

  
  As previously stated, MoCaFi handled this complaint, received by the cardholder on 01/30/2025, in the
  timing required as per appropriate regulations and our company policy. Our response was provided to the
  cardholder on 02/06/2025.

  
  The customer contacted ********************** to report fraudulent transactions. We started an investigation promptly,
  and after reviewing all claims, we found that no error had occurred with these transactions. MoCaFi
  communicated the final result to the cardholder.

  
  The cardholders rebuttal does not provide any additional facts or information related to their claim. They
  state that their complaint has not been resolved since they did not receive their desired outcome. MoCaFi
  has investigated the initial complaint, and communicated the final result to the cardholder.

  
  We thank you for the opportunity to respond to this complaint. Should there continue to be concerns,
  please contact MoCaFi Customer Service.

• Initial Complaint

  Date:01/23/2024

  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.

  I submitted a request to dispute charges on my account that I didnt purchase, and Mocafi didnt reverse all funds. They claimed that there was no error based on hacker using my address. This is insane!! Because hackers usually have ur personal information to commit the crime. I honestly feel like it was an inside job, because I called a couple of companies and one company said the purchase was made n Africa, so they reversed the funds. The sad part is, Mocafi concluded their investigation to reverse all monies. I contacted other companies and theres no phone number on website, so how the h*** did they contact some of these companies to get my money back? I had to start a chat online to one company, and they said they couldnt reverse funds even with proof. How r u doing ur investigation thru a live chat? U have got to be kidding me! U cant even validate anything. Some charges were credited but not all.

  Business Response

  Date: 08/23/2024

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by the customer.
  
  ********************** handled this complaint in the timing required as per appropriate regulations and our company policy.  
  The customer contacted ********************** to report fraudulent transactions. We started an investigation promptly, and after reviewing all claims, we found that no error had occurred with these transactions. MoCaFi communicated the final result to the cardholder.
  
  We thank you for the opportunity to respond to this complaint. If you continue to have concerns, please have them contact MoCaFi Customer Service.
  
  

• Initial Complaint

  Date:01/04/2024

  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 trying to get in touch with someone from the bank by chat and by phone and have not gotten a response in weeks. My messages on the chat get read and ignored and I dont understand what the problem is. I had a dispute going against a merchant and although the merchant tricked me into ending my dispute and I presented the proof to the dispute team at MoCaFi, they told me they wouldnt reopen the dispute but now Groupon is telling me they won the dispute although the money is not being reflected in my account. I cant get in contact with anyone at MoCaFi to investigate why the money isnt in my account if they won the dispute.

  Customer Answer

  Date: 01/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by MoCaFi regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 08/23/2024

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by the customer.
  MoCaFi handled this complaint in the timing required as per appropriate regulations and our company policy. 
  
  The customer contacted us to complain against the merchant.  MoCaFi investigated the issue promptly. However, the cardholder abandoned the dispute process voluntarily, so this case was closed. 
  
   We thank you for the opportunity to respond to this complaint. If you continue to have concerns, please have them contact MoCaFi Customer Service.
  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I was gifted $4000.00 from The ************************ this summer. They utilize MocaFi debit cards as payment. Everything went well, till September 2023. I save $2000.00 of that card to get a new stove. Ours has been broken for a better part of a year. The ***************** has a program called "The **** PROGRAM". it is for people below poverty adjust after the Covid Pandemic was declared over. I am %200 below poverty. When I went to purchase a new stove, over $2000 was missing from my debit card. Straight away, I cut the card up and reported the theft. It took me calling 3 times for the phone answeres to file the complaint. Even after all this, the theives tried 2 more times to steal my money. I have tried MANY NUMEROUS TIMES to be able to speak to someone in authority about this situation. This supposed person ***** in customer services (I believe is a robot). I did not steal my money. I am not lying. They request supporting documents to prove I did not steal. The only document is the one THEY sent me. It is the same one they say that I stole my money. The say because the money was withdrawn from CVS STORES up and down **********, and near to where i live, i must of stole MOCAFI cyber hack (THIS YEAR) where my personal information must have been hacked. I never loand my card or PIN number out. I bank at **** OF AMERICA, i do not shop or use the *** AT CVS. Apparently this company does not send out statements. They (MOCAFI) are calling me a liar, and suggest that i stole my own money. I told them to get the video of the *** transactions. They did not. All I want is our $2000.00 back. MocaFi refuses to replace the money. I believe it was one of their employees, because how can you use a card and the pin number without having the card to use. I saw a man just hold his phone up to an **** of America *** and use it that way. He didn't have a card, but he did have the information to use the card with.

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by MoCaFi regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 08/23/2024

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by the customer.
  
  ********************** handled this complaint in the timing required as per appropriate regulations and our company policy. 
  The customer contacted us to report unauthorized transactions. We started an investigation promptly and after reviewing all claims, the investigation showed that the disputed transactions did not meet a fraud pattern.
  
  
  MoCaFi communicated the results of the investigation to the customer. The customer also sent an appeal to **********************, which was also investigated, and the same results were found. The appeal results were also communicated to the customer. 
  
  We thank you for the opportunity to respond to this complaint. If you continue to have concerns, please have them contact MoCaFi Customer Service.
  
  

• Initial Complaint

  Date:02/07/2023

  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.

  In January I told them that I have fraudulent transactions on my credit card. I even sent them a police report and my credit card it is with a program called the big Leap program where they put $1000 on your card every month so therefore my card is also given to me by a program they helped low income families, and all my money was stolen off the card and they wouldnt they have data spirit a chance I dispute a transaction is three times. I even showed them a police report showing the fraudulent information and they refuse to let me speak to somebody from the dispute department when you called them they are from a foreign country they do not. They only give you first name is ******* not even know who you are they also give you fraudulent information to contact the fraud department I would like a refund I would like all my money back that was given to me by a program and woke up. I am stuck in my money and also they will not reach refund my money, even though I gave him a police report.

  Business Response

  Date: 08/23/2024

  MoCaFi is in receipt of the complaint filed through the Better Business Bureau (BBB) by the customer.
  ********************** handled this complaint in the timing required as per appropriate regulations and our company policy.  
  The customer contacted us to report unauthorized transactions. We started an investigation promptly and after reviewing all claims, the investigation showed that the disputed transactions did not meet a fraud pattern.
  
  
  MoCaFi communicated the results of the investigation to the customer and the case was closed. 
  
  We thank you for the opportunity to respond to this complaint. If you continue to have concerns, please have them contact MoCaFi Customer Service