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:03/26/2025

  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.

  I am writing to file a formal complaint against Baselane and *********** regarding the withholding of my funds and the inadequate customer service I have received.On March 15, 2025, Baselane, which partners with *********** to hold customer deposits, abruptly froze my account without prior notification. I contacted Baselane to inquire about the status of my account and was informed that it was frozen due to "suspicious activity." I had no prior warning and was not provided an explanation regarding the specifics of the "suspicious activity."When Baselane informed me that my account would be closed and that I would have to wait ***** days to receive my funds via check, I expressed the urgency of my situation, as these funds are needed to pay my mortgage. This delay is putting me at risk of foreclosure. Despite repeated efforts to contact both Baselane and ************ there has been no action taken to expedite the release of my funds. ***********, as the financial institution responsible for holding my funds, has not provided a clear action plan or assisted in expediting the release of my money.I have made multiple attempts to resolve the issue by reaching out to both Baselane and ************ but there has been no resolution or satisfactory response. *********** has failed to help, simply directing me to forward my emails from Baselane, with no commitment to addressing the problem.I am seeking immediate access to my funds via wire transfer, ACH payment, or overnight check. Additionally, I request that both Baselane and *********** be held accountable for their poor practices, including freezing my account without notice and failing to promptly release my funds.I appreciate your assistance in resolving this matter and look forward to your prompt ************** Information:******* ******* **************

  Business Response

  Date: 03/26/2025

  This matter has been reviewed and resolved. Baselane operates as a financial management platform and takes the security of its users and platform seriously. As part of our standard risk and compliance protocols especially in light of increasing fraudulent activity industry-wide accounts may be temporarily restricted if high-risk indicators are identified.
  
  In this case, the account in question was flagged due to unusual activity. The user was contacted and informed that specific documentation would be required to proceed with a review on March 15th (see outreach attached on March 15th requesting more information). Unfortunately, that documentation was not provided at the time of the initial request. After the user submitted the requested documents (today, March 26th), our Risk team promptly completed their review, unfroze the account, and restored full access to the users funds.
  

  We understand that this process could be considered frustrating, but it was in line with industry standards and designed to protect all parties involved. The user has since confirmed theyve received access to the funds and are able to proceed with their financial obligations.
  
  We remain committed to transparency, security, and providing timely resolution to all users who engage with us through the appropriate channels.
  
  Thank you, 
  Baselane Team
  
  ******* ******* ******* ******* ** ******** ***********