Complaints

This profile includes complaints for North One's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  North One

  401 Park Avenue South New York 10th Floor, Office 823 New York, NY 10016

  
• 

  NorthOne Inc

  240 Richmond St W Toronto, ON M5V 1V6

• 

  NorthOne Banking

  44 Montgomery St Ofc 3-105 San Francisco, CA 94104-4602

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:08/07/2024

  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.

  NorthOne opened an account without running my credit report. All 3 of my credit reports are locked. They just sent me a credit card today. I have been trying to talk to someone about this for 3 days and only say to send an email. They keep saying looking into it but now a credit card has been sent out

  Business Response

  Date: 08/07/2024

  Thanks for reaching out about this and sorry to hear about issue. Id love to take the opportunity to elaborate on the precautions we have in place since we first became aware of someone applying for a North One Account using your information.

  First, let me clarify that North One offers business accounts with ********************** Mastercard Debit Cards, not credit cards. This means that signing up for a North One Business Account does not affect your credit score, as no credit checks are performed.

  Your concern was first reported on August 2nd, 2024, shortly after the account was opened, and on that date, we fully disabled the account in question to prevent any further unauthorized activities. However, the card shipment process begins immediately upon account opening, so unfortunately we are unable to halt the shipment process once it starts, which is why you received the North One Mastercard Debit Card even after the account was blocked on August 2nd.

  I understand youd like to discuss this over the phone, but at this time, phone support is reserved for current and active account owners. Were happy to continue with the ongoing email conversation you have with our **************** team. Rest assured, we have taken the appropriate action to prevent any further unauthorized activities on the fraudulently opened account.

  If you have not already, we strongly recommend that you contact your current Banks to notify them that your identity may have been compromised. We also advise that you contact your local police department in order to receive a police report. North One does work with law enforcement and if a subpoena or other legal documentation is provided, North One will cooperate.

  You might find it useful to visit the Federal Trade Commissions website. This is the nations consumer protection agency. It provides streamlined checklists and sample letters to guide you through the identity recovery process.

  Customer Answer

  Date: 08/08/2024

  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:

  [Your Answer Here]

   North One opening a business account without running a credit check is not acceptable. North One will try to go after me for any charges and I did not open the account. I have sent several emails and from North One denying an account was active to denying there was any debt or cards issued has all been a lie. There was an account. There was a debit card mailed to me. North One did a wire transfer out of my ************ and there response is that is past the *** return timeline and contact my bank is not acceptable. I ask several questions on the emails but only get one answer. I need to known what all information they used to open this account so I can protect myself. This game with emails only is not working and wasting my time and yours. I could of got all this settled the first day with talking to someone and getting all of my quest answered instead of just one per email and ignoring my other questios

   

   

   

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

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

  Customer Answer

  Date: 08/09/2024

  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:

  [Your Answer Here]

   

  You keep saying you will talk to account owners. The account is in my name so why will you not talk to me 

   

   

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

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

  Business Response

  Date: 08/14/2024

  We are unable to discuss the specifics of the Account unless we can verify the true identity of the individual we are speaking with. I do see that the police report and ID have been requested by ***************** but not yet provided to them. In order to review those specifics on the Account as requested, I recommend providing that documentation to our **************** Team. Once provided, they can then review as needed. 

  Thank you.

• Initial Complaint

  Date:02/29/2024

  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.

  Have not been able to access my account since the money was deposited in my account. The need to close my account and send me a check or give me access to my account so I can withdraw the money

  Business Response

  Date: 02/29/2024

  Hi there *****,
  
  Thank you for sharing your experience, I certainly understand your frustrations with being unable to access your *******. Looks like our ******* Services Team is still awaiting additional information, and I can elaborate on this below.
  
  All financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships.
  
  I can see on my end that our ******* Services Team requested information for their review regarding a third party ACH Credit on 01/26/2024. I also see that they mentioned your ******* login access would be temporarily locked until the review can be completed. I do not see any documentation sent to our ******* Services Team for their review up until this afternoon on 02/29/2024.
  
  I can confirm that our ******* Services Team has received your email response. However, additional information is still needed in order to complete their review. The ******* Services team has responded for what information still needs to be provided. 
  
  I recommend reviewing the email response from our ******* Services Team and responding with the requested documentation as needed. 
  
  Thank you for your understanding here.
  
  NorthOne *************

• Initial Complaint

  Date:11/27/2023

  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.

  Nothone failed to provide good customer service and failed to submit disputes or chargeback of transactions when requested

  Business Response

  Date: 11/27/2023

  Hi ******,
  
  Thank you for your review and Im sorry to hear about these frustrations regarding disputes.
  
  I do see an ongoing conversation with our disputes team. Throughout the dispute conversation, our team will inquire with you about the transaction(s) you are looking to dispute. This is to ensure that NorthOne is making the best case for you on your behalf. If there is not enough sufficient information to be able to file the dispute, NorthOne will not file the dispute until all requirements are met. 
  
  In this case, I can see that there is an ongoing conversation regarding disputes from Meta, specifically ********* I can see on my end that conversations were shared from chats with Metas Support Team, however only a few parts of the conversation with Meta Supports team was shared. In order to file the dispute, the full conversation with Metas Support Team must be shared so it can be included in the dispute as additional documentation that helps your case. I can see on 11/26, a new attachment was sent from Meta and this will serve as sufficient information for the dispute.
  
  In that messaging, I see that **** shared that no information was compromised and therefore theyre unable to issue a refund. We will certainly file a dispute using the information we have, but please be mindful of Metas findings and outcome that no information was compromised. Unless our Dispute Team needs further information from you regarding the dispute, you can expect a confirmation from our Disputes Team shortly.
  
  Thank you for your understanding here *******
  
  Best,
  NorthOne *************

• Initial Complaint

  Date:11/14/2023

  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.

  NorthOne And Chime Operated under Bancorp and US Bank stole 200 from me. It's been a year since the incident and I have received no refund. I sent money on NorthOne before they had Secure ACH and had to type everything in manually and accidentally entered info for the account number for another account at a different bank but the routing was correct. They had their partner ******* look into the transaction and found nothing wrong. Complete BS! You guys operate under Bancorp, you can't clearly see I sent to an account not even mine? Look into this transaction again for me. How do you get away just stealing money? I was expecting them to find out this money was lost in their ACH system somehow and send me a check by now. First off most banks don't even allow ACH to go to someone elses account if the names dont match on both so I don't even know how it didn't just decline and I get my money back. When I submitted this to the **** Chime claims I received the money. It was a completely different transaction and ACH # and was a legitimate transaction I sent to my actual account, not the one that wasn't mine. These pictures have some of the conversations with Chime and NorthOne, i'm asking for this transaction to finally be resolved and to be mailed a check of my stolen $ + interest you have collected on my money. $200 This will be sent to NorthOne, US Bank, Bancorp, to find this transaction and see that I never received it, some random person probably got it in their account. Again, I owned a Chime account, and I sent money once, but the 2nd time I sent to the wrong account number, yet they claimed otherwise. They said contact Northone, then Northone said to contact Chime and its on them. It was total incompetence across the board. Just give me my money back, thanks! They keep looking at a transaction of $200.47, no, that one was correct. Sent to the right account. $200 was lost in limbo since a year. Look up my name and find this info you will see. i dont have many photo

  Business Response

  Date: 11/17/2023

  Hi there,

  Thank you for sharing this experience. I apologize for the frustrations that have been caused with your ACH transfer. Happy to dig into this further.On my end, I see there were three ACH transfers initiated within your NorthOne Account to Chime. The transfers are listed below:

  1. $510 to Chime on 07/27/2022
  2. $200 to Chime on 07/27/2022
  3. $200.47 to a different Chime Account on 08/05/2022
  

  Based on the information youve shared here and in reviewing the conversation with our Support team, it appears transfer #2 is missing. Because ACH Transfer 2 went to the same destination (and Account) as ACH Transfer 1, we typically would expect to see both transfers processed and settled around the same time of day. Transfer #3 is to a destination that has no prior history.

  In reviewing your conversation, I do see that we filed a dispute for the missing transaction in an attempt to recoup those funds, but it was deemed that the dispute was found with no error found.It would appear that Chime accepted a transfer without verifying a matching account. And as payment and ACH disputes are handled with the receiving institution, I advise filing a dispute with Chime.

   Thank you for your understanding with this circumstance.

  NorthOne Customer Care

  Customer Answer

  Date: 11/24/2023

  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]

   

  Correct it was $200.47. So how are they allowed to just steal money though you guys should have my back especially since you operate under the same bank. I let it go for awhile but with no check received and bills piling up I had to reach out. So what can you guys do? I asked before but since I was a customer under you cant you issue me some kind of payment under insurance? The problem was you guys didnt have a way to link banks it was just manually typing in account number and I had multiple bank accounts so it was my fault but I still dont get how it wasnt declined and just returned I mean its my money and they get to just collect interest on my money when times are hard as it is? Just makes no sense. If BBB reads this I cant issue a claim with chime since its been over a year but I already did a claim and they didnt help before so if you can issue a new claim or if north one wants to somehow pay me or gets in contact with chime and just gets them to issue me a check for money that is rightfully mine then that works too. If you can have your team try and get that money back or can contact Bancorp or whoever for me I would appreciate the help. 

   

   

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

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

  Customer Answer

  Date: 05/16/2024

  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:

  [Your Answer Here]

  Idk, these banks still haven't refunded me my money, i've opened CFPB cases against both. Could only imagine if this was thousands of dollars i accidentally sent. ***** says its up to them to refund. I'll attach a few more images. From what I can tell now it was ****** i sent wrongfully using the wrong account number but *****'s routing number and then it was sent and neither party wanted to cancel or send it back still. When they investigated before they brought up that I sent $200 and that was sent successfully. I was basically doing a bank account bonus and the ****** was the original that was lost and then they mentioned $200 and found no fault. There's almost no way to talk to someone at NorthOne higher up in their chat so hoping this can reach someone that can do something about it this time with another investigation. Let me know of any other agencies that I might be able to open a complaint with if you know as well, thanks.

   

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

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

  Business Response

  Date: 05/24/2024

  Hi ****. Thank you for this information, and were sorry to hear about this experience. 
  

  Typically the receiving institution must verify the transfer prior to accepting the funds. As previously mentioned, it would appear that ***** accepted a transfer without verifying that the information on the transfer matches the receiving account. In these situations, we recommend filing a dispute through Chime, if you have not already.
  

  I also understand that the payment was previously disputed through North One back in 2022. While no error was found in the dispute, the only way to re-open this case is to provide new documentation regarding the transfer that was sent to the incorrect Account. Keep in mind that your recent conversation with Chime can be used as additional documentation for your dispute. Even with this information though, we still would recommend filing the dispute through Chime due to the fact the transfer was accepted on their end. 
  
  I can see from my end that no communication has come from the email associated with your Account since a conversation December 2023. If you have any further questions regarding your Account or this situation, please contact ********************************** from the email address associated with your Account. Our team is available Monday-Friday from 9:00am-6:00pm ET. 

  Best,
  North One Customer Care

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service 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.

  I opened an account for my newly formed business with North One as a business banking agency on 21 Sep 2023. I funded the account with $1500.00 initially on that day. I received this email and was locked out of my account. I didn't not receive any first contact email they stated on 9/27. as such, they suspended my account and I have no access to the app, website, my debit card or any of my funds. see below.Hello ****,We reached out on 9/27/2023 and have not heard back. As such, your Account has been locked. Kindly reply back by 10/11/2023 or your Account may be closed:Can you please attach 2-3 invoices or contracts within the last 3 months from clients or suppliers for services that you have provided?How do you usually obtain your customers (for example, online advertising, word of mouth, fliers, etc)?Where can we find more information about your business (for example, business website, social media, etc)?Is there anything else we should know about your business?All financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships.We appreciate your assistance!The *************** Team at NorthOne *** The customer service phone number on the website is not valid, and does not even ring to a phone, it just gives an error and can't be completed as dialed. I have emailed the support and CEO email addresses with no replies.There are multiple complaints that are in line with my situation that I have found. This company needs to be held liable for fraudulent handling of customer information, ********************** finances, and customer service.----

  Business Response

  Date: 10/06/2023

  Hi ****,

  Thank you for reaching out here. I am sorry to hear about your experience with opening your Account at **********************. Happy to clarify this further.
  
  All financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships. I can confirm that a message was sent on 09/27 via in-app chat. If you still do not see this message, please contact **********************************.
  
  In your messaging regarding the phone number, we noticed that the incorrect phone number was posted to our website due to a typo in the area code, thank you for calling this out ****. Weve gone ahead and updated the website to the proper phone number. 
  
  In reviewing your Account, I can confirm that you are now able to login as the review has been completed based on the information provided and I see the suspension lifted. If you are still unable to login or if you have any further questions, please do not hesitate to contact our team at **********************************.
  
  Thank you,
  NorthOne Customer Care

  Customer Answer

  Date: 10/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  **************
  
  
  
   
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  8/25--Northone account frozen and access denied; my account was open for exactly one year, Aug-Aug 8/30--account unlocked after ambiguous requests for information that required multiple back and forth emails for clarification. They have no phone line for contact despite attempts to request a number via the help chat and email.9/5--I attempt to pay a contractor and transfer out the remaining funds (usually ACH transfers hit immediately from Northone). I email Northone to indicate that I would like "instructions for closing the account". I did not request that they do it, yet.9/5--before funds are received in my other bank account, my account is again locked and I am notified by email that my account has been closed and "if there are funds in your Account, after review, we will return any funds that are deemed valid to you by check to the mailing address we have on file." No date or other information provided. Missing funds--$7486.37 including the payment to a contractor that has not been received

  Business Response

  Date: 09/07/2023

  Hi *******,
  
  Thank you for your message. Im sorry to hear that your experience at NorthOne didnt work out as you envisioned. 
  
  ?All financial service companies are required to evaluate their products, services, and customers periodically. Based on our review, we may choose to discontinue certain products, services, and, in some cases, customer relationships. I can see on my end that the review was cleared by our ******* Services Team on 08/30. I then see a motion and request to close the ******* on 09/04. This request was actioned and confirmed on 09/05, as any ******* closures cannot be actioned on the customers end. 
  
  As for the phone line, we are only able to connect over the phone through pre-scheduled phone calls. Since the ******* was temporarily blocked while the review was being completed, we could not complete a scheduled call at the time. 

  I can confirm that our ******* Services Team provided trace IDs for your ACH transfers, which are essentially a tracking link for the transfers. These were provided on 09/06 via email. If these transfers are still not received by your External *******, we recommend taking the provided Trace IDs to your receiving bank and they can help locate the transfers. Please keep in mind that ACH transfers take 1-3 business days to process. 
  
  Please let us know if you have any further questions. 
  
  Best,
  NorthOne Customer Care

• Initial Complaint

  Date:07/07/2023

  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.

  As many others are saying, this company will shut down your account and not refund any money left in the account. They dont tell you why they shut it down or even that its been shut down, I just tried to log in one day and I couldnt.

  Business Response

  Date: 07/10/2023

  Hi *******,

  Thank you for reaching out. We are sorry to hear about this frustrating experience. 
  
  All financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships. As stated in the Deposit Account Agreement, the decision to exit your relationship is based on the overall evaluation of your Account.
  
  Our Support Team has sent a message to your email on file regarding your remaining funds and how to access them. Please respond to that email accordingly and we can then review and support as needed.
  
  Looking forward to hearing from you there.
  
  Best,
  NorthOne Customer Care 

• Initial Complaint

  Date:07/05/2023

  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.

  hope this letter finds you well. I would like to take a moment to address some of the delightful issues that have arisen in our interactions thus far. It seems that your company's impeccable timing has led to a rather fascinating situation. Your request for information about my business, which should have been asked prior to opening the account, has arrived fashionably late. Bravo! I must applaud your knack for asking basic underwriting questions after the account has been established. Such an unconventional approach truly adds a touch of excitement to the process.Ah, and let us not forget the sheer brilliance of utilizing my funds as a means to extract information from me. It's almost as if your company has mastered the art of subtle coercion. I must admit, I find it quite thrilling to be on the receiving end of what some might call a gentle form of blackmail. Kudos to your creativity in demanding information to evaluate whether you want to move forward. Who needs to consider these questions during the account opening process, right? After all, spontaneity is the spice of life!But let us delve into the heart of the matter. I must confess my bewilderment at the audacity of these inquiries that have surfaced after funds have already graced the account. These funds, which hold the key to the successful execution of my company's contracted services, have become a mere trifle in the grand scheme of things. How fascinating! It's almost as if they are mere playthings to be toyed with at your leisure.Oh, the joys of teamwork and the beauty of a small business! My three to four team members, including the illustrious *******************, our logistics team coordinator, have embarked on a thrilling adventure to ensure the smooth movement of equipment for veteran concerts. It's truly a spectacle to behold. And how can I forget the magnificent ACH payments that were initiated? They were the perfect catalyst to set things in motion. I mean, who needs old-fashioned checks when one can embrace the wonders of modern technology and unique payment ***********, let's talk about the buffet. Ah, the buffet! A bastion of honesty and truthfulness in the world of culinary delights. Your bank's advertising, much like the allure of an all-you-can-eat feast, promised a branchless experience. How delightful! It led me to believe that my deposit options might be somewhat limited, but fear not! Your ingenious marketing efforts convinced me that your company could compensate for the lack of physical branches by adding some extraordinary payment options. I eagerly awaited this feast of possibilities.And here comes PayPal, our esteemed merchant service provider. What a joy to witness your puzzlement about my knowledge of this well-known company! It appears that your company might be blissfully unaware of this global sensation. Allow me to enlighten you: PayPal is a magical land where invoices are sent in confidence and customers can pay with an array of options. You see, they can add funds to their PayPal accounts and pay with the elegance of cash. For those with grander aspirations, a line of credit or even a PayPal credit card awaits! But fear not, for PayPal graciously accepts various debit and credit cards as well. Oh, and let's not forget their payment protection for online purchases. Quite the wonder, wouldn't you agree?

  Business Response

  Date: 07/10/2023

  Hi *****,
  
  Thank you for your message and I am sorry to hear about this experience from our *************************************** financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships. As stated in the Deposit Account Agreement, the decision to exit your relationship is based on the overall evaluation of your Account.
  
  Thank you for your understanding here.

  Best,
  
  NorthOne Customer Care

• Initial Complaint

  Date:06/15/2023

  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.

  NorthOne has locked me out of my account twice now. The first lasted nearly a week and they had no explanation. This time they sent an email from what looked like a spam address and unprofessional formatting requesting all kinds of info about my business, contracts with customers, info about various transactions. They then locked my account when I didnt send it. I provided the requested info and now theyre asking for TEXT MESSAGES with my customers before they will do anything. I cant call them, chat tells me they cant help, they barely reply over email (even copy/paste and used the WRONG NAME) and now I cant access my business money!

  Business Response

  Date: 06/16/2023

  Hi ******, thank you for reaching out regarding this and were sorry to hear about this frustrating experience. 
  
  All financial service companies are required to evaluate their products, services and customers periodically. Based on our review, we may choose to discontinue certain products, services and, in some cases, customer relationships. As stated in the Deposit ******* Agreement, the decision to exit your relationship is based on the overall evaluation of your *******. Note that if there are funds in your ******* at the time of the closure, after review, we will return any funds that are deemed valid to you by check to the mailing address we have on file.
  
  As part of the review mentioned above, certain information may be requested by our ******* Services Team to confirm the activity on the ******* and make sure that it is for business use only. This is due to NorthOne being a Business Bank *******, meaning all transactions must be business related, per the Deposit ******* Agreement.
  
  While our ******* Services team does not have an inbound phone number to connect over the phone, all email responses will be returned within one business day. 

  I know this wasnt the experience you were hoping for with NorthOne, and we appreciate your understanding here. 
  
  NorthOne Customer Care

  Customer Answer

  Date: 06/16/2023

  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 methodology used during this entire process was completely unprofessional and concerning.

  1- The initial email requesting confidential information about vendor & customer contracts came from this email:  ***********************************************************.  Any reasonable person would hesitate to provide anything to that address.

  2-The company then locked my account until I provided the requested info, but when I did, they requested ADDITIONAL info including TEXT MESSAGE CONVERSATIONS with clients.  This additional request for info was a copy/paste by the company and they even copied the wrong name into my email.  These mistakes further increased my suspicion (though a quick ****** search can do that easily as well)

  3- When I wouldn't provide client-confidential info, they sent an email saying they were closing my account and I had 3 ********************** days to get my affairs in order.

  4- After this final email, they unlocked my account and I upon logging in I was immediately met with "this password has been involved in a leak, change it immediately" message ... so I have no idea what is at risk now.

  5- Their repeated use of "we're a financial tech company who regularly requests info etc etc" was no excuse for how insanely unprofessional they were and how clearly they mishandled confidential information.

  This matter is by no stretch resolved as they should be BANNED from providing services to ANYONE. 

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

  Business Response

  Date: 06/16/2023

  Thank you for your response here, ******. The email for our ******* Services team is account-************************************ Our third party messaging service (Intercom) automatically creates the email that was shared in the previous message with each unique email conversation. This is created based on the conversation details and on the agents information. We can confirm this is a legitimate email. Any responses to the email mentioned and also account-*********************************** will be received by our ******* Services team and returned within one business day. 
  
  I do apologize for the misinformation from the agent regarding addressing your first name. This feedback has been provided to the agent and we appreciate you addressing this. 
  
  As for these text message requests, all information is stored internally and never shared with any third party. This information is asked for only to help with the completion of the internal review. We also understand that any personal medical information cannot be shared through the ***** Policy. Our team is not asking for any of your clients personal information including medical history, only conversations and invoices that confirm the transactions on the ******* are ********************** related since NorthOne is primarily a Business *******. 
  
  In addition, any message regarding the risk of a data leak would be coming from your personal device, meaning Apple or Android in most cases, and not from NorthOne. Should there be any concerns on NorthOnes end regarding your personal information or any data, our team will manually email you and never send an automated message regarding this. 
  
  I can confirm the closure of your ******* has been extended to allow you to remove your business funds as needed. On my end, I can confirm that all funds have currently been removed from your *******. 
  
  Please let us know if you have any further questions.
  
  NorthOne *************

• Initial Complaint

  Date:04/24/2023

  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.

  Better Business Bureau:I opened my NorthOne business checking account on 11/26/21. I used this business checking account every month without any issue. On March 3, 2023. I received email from Northone and told me that my business account was closed. After review, we have decided to close your account. All financial service companies are required to evaluate their products, services, and customers periodically. Based on our review, we may choose to discontinue certain products, services, and, in some cases, customer relationships. As stated in deposit account agreement, the decision to exit your relationship is based on the overall evaluation of your ****************************** did not state what reason to close my account. Anyway, it is fine with me. However, I still have $120 in my Northone Checking account. I need my money back.That is starting of the problem, After I contacted Northone for refund my remaining balance. I was requested to provided Please provide a picture copy of your unexpired State ** or Drivers License. (Front/Back and Showing all 4 corners)Additionally, please provide a picture of yourself holding the ** document, with the picture and your own face clearly visible along with a separate piece of paper stating, "For NorthOne Selfie Verification" with the current date and signature The utility bill within 60 days These are very odd requirements. I am not opening an account with **********************. They closed my account. In order to receive my remaining balance, I need submit all these info. I dont see any bank in ** has this requirement.I told Northone that I have submitted my driver license when I opened my account in Nov, 21. I just submitted my latest utility bill to Northone on 3/20/23. I dont understand why Northone need me to take a picture hold my ** in order to receive my refund. This is beyond normal requirement without any base. Northone claims that they provide financial service and Banking services provided by ***************** N.A., Member FDIC. But they cant provide to any clause in their banking rule to hold my money after closing my business checking account. Moreover, ********************** didnt provide any reason to close my account.What I request is to refund my remaining balance in my Northone business Checking to my home address.Sincerely *************************

  Business Response

  Date: 04/24/2023

  Hello ********,
  
  Thank you for sharing your experience here, we apologize for the difficulties youve encountered with this final refund check. 
  
  In taking a look at the conversation with our ******* Services Team, I can confirm that your utility bill was received and verified on 03/20/2023. However, not all pieces of the required verification have been provided and this is why your final refund has not been issued yet. 
  
  Federal law requires all financial institutions to obtain, verify, and record information that identifies each person who has an *******. This means we may ask to see a copy of your drivers license or other identifying documents. In this case, this verification has been requested and is required in order to issue the final refund from your *******. 
  
  We understand this end result is frustrating and not what you expected when you opened up a NorthOne *******. As stated in the Deposit ******* Agreement, the decision to exit your relationship with NorthOne is based on the overall evaluated risk, and not necessarily a reflection of you, or your *******. We are unable to share additional information at this time.
  
  Once the requested verification documents are provided, our team will be able to issue a refund to your verified address right away. You can respond directly to the same email thread with this information. The most recent email from our team was on 03/31/2023.
  
  While I know this wasnt the experience you were hoping for, we appreciate your understand here.
  

  --
  NorthOne Customer Care

  Customer Answer

  Date: 04/26/2023

  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:

  [Northone bank mentioned in their response "Federal law requires all financial institutions to obtain, verify, and record information that identifies each person who has an Account. This means we may ask to see a copy of your drivers license or other identifying documents. In this case, this verification has been requested and is required in order to issue the final refund from your Account."

  My Northone checking account was opened on 11/26/21, I used it every month since then. I submitted my driver license when I opened my account. Why do you need I submit my driver license again to get refund of my money? Can't you find the copy of my driver license? Did you follow the Federal law to obtain, verify, and record information that identifies each person  over one year period? Please tell me what happened to my driver license record. Do you have legitimate way to store all customer's personal information? Again, my account was closed without any reason. I need my refund back.

  ]

   

   

   

   

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

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

  Business Response

  Date: 05/09/2023

  Without this ** verification, we are unable to have a refund issued as we must confirm that you are in fact the owner of the Account. As stated in the Deposit Account Agreement, the decision to exit your relationship is based on the overall evaluation of your Account. 
  
  Ive included the *** for our Deposit Account Agreement that is listed on our website: ********************************************************.
  
  I see on my end that there has not been any communication to our team requesting ** since the end of March. Our team will be able to review and then send those funds once the ** is sent in as requested.

  Customer Answer

  Date: 05/14/2023

  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:

  [Are you saying that Northone bank opened my checking account without verifying my ID for over a year? Did you follow your own account agreement?]

   

   

   

   

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

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