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 Banking

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

• 

  NorthOne Inc

  240 Richmond St W Toronto, ON M5V 1V6

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:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24, 2023, I contacted Northone concerning unauthorized money taken from my business account. The unauthorized took place from December ***** 2022. Northone locked my business account and made an appointment to speak with me concerning the fraud. I was informed I would receive correspondence from the fraud department. I haven't received any information on how they will rectify the situation. I haven't been able to get anyone to contact me. There is no number for the organization; you have to contact them a through a chat request. When I reach out I can only get automated messages. I am a new entrepreneur that relies on my business to pay my bills. I need BBB to assist me with having the bank refund my funds so I can close the account. Thank you for your assistance with this matter.

  Business Response

  Date: 02/21/2023

  Hi *******, 

   

  I can see that you've been speaking with our Disputes team and, as of February 13th, 2023 received confirmation that your dispute has been filed. The team also confirmed with you that dispute resolutions can take up to 90 days, and that you will receive a confirmation once your dispute resolution has been completed. 

   

  Thank you for your patience, 

   

  NorthOne Customer Care

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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.

  It took 6 months to get a debit card so they held my money hostage. Then they cancelled my account with no notice notification of this came through there messager from there website wont give reason why and over charged monthly fees ..

  Business Response

  Date: 02/03/2023

  Hi *******, 

  I'm sorry to hear that you initially experienced an issue receiving your card. I can see that you worked with our ************* team to update your delivery address, and that a new card was sent out (and received on your end) back in August 2022.

  As to your recent account closure, I can see that you've been in contact with our ******* Services team and that they've coordinated your account closure with you to allow you to first transfer out any remaining funds, before closing the account. 

  I understand this is not the outcome you'd hoped for, however 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 *******.

  Thank you, 

  NorthOne *************

  ****
  ********************** ******** ******** ** ***************** ***** ****** *****

  Customer Answer

  Date: 02/06/2023

  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]

  This is not a resaltion to the way they have and do banking. There were funds still in the account when it was closed. There were over chaged fees that never were adressed . They have blocked all ways for me to get docs from the account for taxs this is no way to do banking..

   

   

   

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

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

  Business Response

  Date: 02/21/2023

  Hi *******, 

  I can see that our ******* Services team confirmed with you on 1/16/2023 that your account would be closed on 1/23/2023, to allow you time to transfer any remaining funds in the account before closure. Your account balance was $0 at the time of closure, however you've since received a return to this account of $65.77. This balance has been sent to you by check to the address associated with your account.

  Regarding past fees, all NorthOne customers pay a flat $10 monthly account fee, which is agreed upon in the ******* Agreement during ******* sign up -- 

  ********************************************************

   

  Thank you, 

  NorthOne Customer Care

  Customer Answer

  Date: 04/18/2023

  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:01/18/2023

  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.

  The atm I attempted to get funds from did not dispense and now north one is telling me I have to wait 90days when the provisional credit should be applied in 10 business days not 90. I am a small businesss and to wait 90day is excessive when business normally are to respond to a chargeback within 30 days but a provisional credit should be applied sooner

  Business Response

  Date: 01/22/2023

  Hi *******, 

  I can see you spoke with our ************* team on January 19th regarding your ATM dispute. 

  Disputed transactions on your NorthOne Account can take up to 90 days to be resolved and we cannot provide provisional credits during the timeline of a dispute. Business bank accounts are not subject to the same resolution timelines as consumer bank accounts (under Regulation E). While I understand that 90 days is not the timeline you were hoping for, this is the timeline committed to by our processing partner.

  Should your dispute be processed before the 90 day timeline, our processing partner and our ************* team will communicate that to you via email. 

  Thank you for your patience. 

  NorthOne *************

• Initial Complaint

  Date:01/12/2023

  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.

  The VA sent my monthly compensation to the account. NorthOne refuses to tell me why they suspended my account. I have no access to almost 2k. I was barely able to pay my rent. My family has to go without food. I cant put gas in my car or pay my bills. My phone is suspended. I have a small business I was trying to run but their actions have prevented me from being able to run my business. I am a 100% disabled veteran. They are holding my federal benefits hostage without any explanation since Sunday. This is causing me untold emotional and psychological pain.

  Business Response

  Date: 01/22/2023

  Hi ******,

   

  I can see that you spoke with our ******* Services team on January 14th and that you were able to transfer the funds available in your account before confirming account closure. 

   

  Should you have any other issues, please don't hesitate to reach out to our ************* team at ************************************************************. 

  Thank you, 

  NorthOne *************

• Initial Complaint

  Date:01/10/2023

  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.

  I am a small business owner, I opened my acct with north one bank online because it was said it was so easy to deposit funds into my acct, well I deposited cash and checks but when it came to actually getting my money out that acct is was hard as ****, I had to send them messages numerous one just to get a response, well the 4 checks I deposited into my acct I never recieved any of my money they said something went wrong with the checks or something like that but I have proof they were accepted and I was to receive my money within 5 days now my acct is locked because I raised h*** asking about my money, I know for a fact on all checks deposited they recieved the money because Ive talked to my customers who showed me proof the money was taken out of their acct, so I want my money from these frauds, the total amount owed plus what was in my acct for cash is a total of ******* I want all my money and I honestly think they need shut down so this stops happening to people

  Business Response

  Date: 01/22/2023

  Hi *****, 

   

  I can see that our ******* Services team has been in contact with you regarding these check deposits and has requested that you provide some information to very some account details. Could you please respond to their latest message from January 17, 2023? Once they've received the requested information, they can proceed with reviewing your account status. 

  Thank you, 

  NorthOne Customer Care

  Customer Answer

  Date: 01/23/2023

  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]

  They closed my acct even with money they have recieved, I cant get ahold of them if my acct is frozen, they r a fraudulent bank that only steals your money and u can only contact them thru email, I just want money thats owed, then I will no longer deal with them

   

   

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

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

  Business Response

  Date: 02/08/2023

  Hi *****, 

  I can see you've been in touch with our ******* Services team. On January 9th, they reached out to you requesting you provide verification details about your account. You did not respond with the requested information. On January 17th, they requested this information again and advised that failure to provide this information by January 24th would result in your account being closed. Again, you did not respond, and so your account was closed.

  I understand this is not the outcome you are looking for, however 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 account.

   

  Thank you, 

  NorthOne Customer Care

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moment I was made aware of the unauthorized use I reached out. I was told I had to wait for the transaction to clear before I was able to report the unauthorized transaction. The transaction was through PayPal and I explained to North one business checking that I had been dealing with repeated identity theft due to my Apple/email being breached. I had sent them my identity theft report as well as all of my numerous other disputes, I had also followed up with Paypal. The charge was for ****** on August 20th 2022 the dispute was finalized on August 25, 2022 I was told it would take up to 90 days I followed up many many times, and now I'm being told that sometimes disputes take longer than 90 days but by definition the phrase "up to" is defined as indicating a maximum amount. I have all the confirmations as well as everything I submitted to them. I'm just trying to figure out why all of a sudden first it was they can take up to 90 days now it's it takes longer than 90 days I reached out just hours after I noticed the unauthorized transaction and then was told I had to wait to even file the complaint now it's past 90 days and I am being told yet again the same thing I was told just a couple days before the 90 days hit.I have submitted all documentation showing that I have been a victim of identity theft, as well as my continued follow up is only given a response of the same phrase again and again. I'm not quite sure why it is I can submit all supporting documentation be told that they will follow up they will follow up yet it's been over three months and I have not received one single follow up. North one continues to use Galileo as a scapegoat saying that until they hear from them they cannot provide me with an update however ******* has been involved in a couple of the other disputes I have had with other companies during this identity theft crisis, and I have never experienced anything longer than a couple week investigation this is purely a North one issue

  Business Response

  Date: 12/14/2022

  Hi ********,

  I can see our ************* team has responded back to you with next steps on your dispute. To reiterate, we are currently awaiting a response back from the merchant. They have until January 13, 2023 to respond, after which our Disputes team will have a resolution response to your dispute. 

  Thanks again for your patience, and stay tuned for an update on our before January 13th once we've heard back from the merchant. 

   Thanks, 

  NorthOne *************

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After getting completely locked out of our account, for absolutely no reason, we were finally able to just have them close the account out. Once we finally received a check from them not only was it not for the full amount that was left in our account, but it also BOUNCED when we tried to deposit it. It is infuriatingly impossible to get anyone on the phone with NorthOne, you get an automated message to send them an email, and then if you are lucky to get them to answer a chat they just talk in circles, and make you jump through hoops submitting everything up to the point of basically your first born child.

  Business Response

  Date: 12/01/2022

  Hi ****, 

   

  I can see our ************* team has reached out to you to help with the issue you're experiencing. Could you please respond to their latest message, sent on November 29, 2022? 

  Regarding availability, our ************* team is available seven days per week, Monday to Friday 9AM-8PM EST and 9AM-6PM EST on weekends. Please do respond back to our questions and we'd be happy to help. 

   

  Thank you, 

  NorthOne Support

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair 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.

  In August of 2022, my business bank account was drained by unauthorized purchases. Northone said a refund may take up to 90 days, due to an investigation by a 3rd party processor, even though one of their service reps said, "This is clearly fraudulent." It's been over 90 days, & still nothing. I'm done w/their deflecting & minimizing, & will be taking them to small claims court.

  Business Response

  Date: 12/01/2022

  Hi *******,

   

  I can see you've been in contact with our ************* team and that they've communicated the outcome of your dispute. Thank you for your patience while our processing partner reviewed your claim, and should you have any other questions, please don't hestitate to reach out through in-app chat or at **********************************. 

   

  Thank you, 

   

  NorthOne Support

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I called them after I posted it, & informed them I would file in small claims court on the following Monday. The money was back in my account by the end of the day. The matter has been resolved, but I'm not removing my complaint. Other small business owners need to be aware that Northone WILL NOT have your back if you're the victim of a crime. Only by involving the BBB & the looming filing in SCC did they move. Apparently "banking regulations are different for businesses." Well, considering how many people are independent contractors, & have to function as businesses, they deserve to be informed of these differences clearly & in advance. 

  
  
  
   
  

  
  

• Initial Complaint

  Date:11/04/2022

  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.

  11/2/2022 I deposited a mobile check into the account. The check was declined and my account suspended without a reason given. I've tried to contact customer service, but there is not telephone number, the chat was unhelpful and no one responds to my emails. My business is unable to receive deposits and I am unable to pay vendors. This company boasts that it's for small businesses, but it is severely hindering ours at the moment. My only asked is for access to my account so that I can close it and move my funds to another account. I don't want to incur any unnecessary charges because of this. We are going on day 3 with this issues and there's no sense of urgency on behalf of North One. It's very disheartening that this is the attitude that they have towards small businesses. I need an immediate remedy to this awful position that our company has been put in because of their inept customer service.

  Business Response

  Date: 11/15/2022

  Hello ***** and *********,

  Thank you for taking the time to write ** here. So sorry to hear about the difficulties you experienced with our team.

  We do review incoming payments from time to time for new customers and require additional detail while we review these payments. I understand that it was frustrating to not have access to your account at this time and apologies for any inconvenience caused by this. While we ****************** efficiently and assist with this review in a timely fashion, I apologize our team did not get you the info you needed quickly enough. 

  I do see the team has since assisted you with attending to your account so you could transfer your funds out prior to closing your account. Please do let us know if we can assist with anything else.
  
  Best,
  NorthOne Support

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On today 10/31/2022 I went to check my account and it was locked I contacted a couple of representatives and they said it was a system issue Next I get a email saying it been closed do to and other issue I only deposite money onto the account I asked if it was possible i could get a phone call and I was told they only take calls from exciting customers and since I was no longer a customer they would only talk to me via email I was using that money to move in my home Friday now I cant because the rest of the money is gone and they also saying they cant send the check to the new address I sent a picture of me holding my ID AND THIS HAS NOT ONLY HAPPENED TO ME ITS OTHER PEOPLE AS WELL AND THEY WAS ALL RUDE I just want the money that was left in my account $452.00 Thank you ************************* *****************************************************************************

  Business Response

  Date: 11/03/2022

  Hello ******,
  Thank you for taking the time to write to us here and we sincerely apologize for any troubles.
  
  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.
  
  In instances where we discontinue the relationship, we do mail the remaining balance to the address on file. If you need to update your address, we do require address verification with the new address on it. As your ID still has the old address, we are unable to update your mailing address until you share verification containing the new address.
  
  I do see you have been in communication with our team this week and they sent you another reply today. Please do let us know how we can further support to get your check mailed to you.
  
  Best,
  NorthOne Support