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:07/15/2025

  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.

  So I was approved for an advance on 6/25/2025, I purchased the amount I needed at the cornerstone in order to get my advance. It gave the option of instant with a debit card, or transfer directly to bank. After spending the ***** on the store I wasn't able to recieve the advance. Told me my card couldn't be verified when it showed me It was verified. I reached out to support. They were not helpful and said my card wasn't verified. Sent the proof no response. Reached out again 3 weeks later about the update about my products that was already repaid from my bank account. Never recieved a update. Talked with the chat again said they would put a ticket in and id have a update within 24 to 48 hours, that was over a week ago still nothing. Refuses to give me a refund. Or any update on my products purchased. After reading reviews it seems I've been scammed because many people state they never recieve their items or is able to use their advance. Iwas even emailed that I was allowed for instant transfer. Which was a lie. I tried to disconnect my bank, wont allow me to do that. This is crazy I spent almost ******************************************** get an advance, on top of not recieveing my products or any information about them almost a month later. I want my money back and account deleted.

  Business Response

  Date: 07/16/2025

  Hello,

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  We sincerely apologize for the frustration and inconvenience this has caused you. To clarify, our card verification process is an important step to ensure that we are connecting a valid debit card so we can securely process your cash advance and avoid any repayment issues. Once your card is partially verified, you are able to start shopping through Cornerstore or *********. However, you can only transfer a cash advance to your bank once your card is fully verified. This is disclosed on the app.

  Per our review of your account, we did see that you reached out to us regarding your card verification, and we were ready to help resolve this. However, we did not receive a response to our follow-up requests until the ticket was closed. We also saw multiple other attempts to reach out, but unfortunately, it did not reach an available representative in time, which led to tickets closing before they were handled properly due to delayed response to the chatbot.

  As a one-time exception, we have granted your request to cancel the order and have refunded you the amount paid for the order. This issue should be resolved now however, if you have additional questions, please let us know and we'd be happy to help.

   

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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.

  they are scammers they advertise one thing but give you another and expect you to pay them for services never received. They do not communicate or resolve issues

  Business Response

  Date: 07/17/2025

  Hello,

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Regarding your order, unfortunately, the fulfillment of this order has been delayed hence it was shipped late. This is due to several reasons, such as the item being sold out or our supplier experiencing issues in fulfilling it. We have retried to fulfill it and it was finally shipped and delivered on July 7th.

  We're also truly sorry if we were unable to issue a refund as the fulfillment of the order was underway already. Please rest assuredwere working double time to get everything back on track and ensure all orders are shipped out as quickly as possible.

  I have also seen responses to your reach outs except for the duplicate reach outs that were closed so we can stay in one thread. If you need further assistance if with your service with us, feel free to reach out. We're committed to improving our service.

• Initial Complaint

  Date:06/11/2025

  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.

  June 4, I attempted to use the Gerald app to get a cash advance as they advertise. In order to do so, I was required to make a substantial purchase from the app. When I made the purchase, the app stated I was not eligible for a cash advance and after contacting the company several times, they refuse to refund my money. I would never have made a purchase if they were not able to give me an advance. This is criminal bait and switch!

  Business Response

  Date: 06/12/2025

  Hello,

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding your order, we're truly sorry if we were unable to issue a refund on your initial request. Please note that, as stated in our terms and conditions at the time of purchase, orders are generally non-refundable and cannot be canceled once placed.
  Upon review, we see that you were approved for a cash advance and used a portion of it to make a purchase from Cornerstore. However, because your card was not fully verified, you were unable to transfer the remaining advance amount. Once your card is partially verified, youll be able to shop on Cornerstore. Full verification is required to enable transfers of your cash advance.

  That said, weve made a one-time exception and have canceled and refunded your order. This issue should now be resolved, and a confirmation email has also been sent to you.

  If you have any further questions or need assistance, please dont hesitate to reach outwere happy to help.

• Initial Complaint

  Date:06/09/2025

  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.

  I signed up with them because they advertise themselves as a cash advance app. I had to upload my bank account and social security number before they initially offered me $50.00. After my bank account was approved, they changed their minds and said I had to use $26.38 from their convenience store to activate the remaining balance as a cash advance. After I used that at their store, they withdrew $26.38 from my bank account, and said I no longer had the option to borrow the remaining $26.32. I requested a refund because they did not make this clear whatsoever. I have tried to get a refund from them for a week and a half. They refuse to give me money back, delete my bank account information, or delete my account with them.

  Business Response

  Date: 06/11/2025

  Hello,

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  
  Regarding your order, we have canceled it and refunded the repayment made. We have reached also out via email to inform you of this update. Per checking, your account is also showing as deleted already and your issue should be resolved already. 

  Please let us know if you need additional help and we are truly sorry if this did not work out for you.

• Initial Complaint

  Date:05/29/2025

  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.

  The app told me I have to purchased first from cornerstore so I can transfer the remaining to my account.i downloaded it because Im in need of money.i got kicked out of the house so i really need it like right away.i thought i can buy food and buy some part of the car i use..missed 1 day of work because of this!

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Were truly sorry for the inconvenience youve faced. Our app combines Buy Now, Pay Later and ************ services. It does require a portion of the advance to be used in the Cornerstore before the remaining funds can be transferred to your bank. In your case, although you already did make a purchase, which should have enabled the cash transfer. However, your card remained unverified, which prevented the transfer from going through. For security reasons, a fully verified card is required to complete the cash advance process.

  We also noticed that you reached out to our support team, but we havent received a response to our follow-ups. Please respond when youre able were here to help and want to make sure this gets resolved for you as quickly as possible.

• Initial Complaint

  Date:05/27/2025

  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 order to be able to transfer your cash advance in Gerald Wallet, you have to spend a specified amount out of the advance in the Cornerstore. I didnt have a problem with this, and my first order went smoothly and arrived in a timely manner. I have 2 orders now that I placed on May 14th, 2025 and May 17th, 2025 that are now past the expected delivery date and are stuck labeled as pending. The total cost for the orders are $50.38 (5/14) and $54.94 (5/17). There is no option to cancel these orders, only a reorder option. The funds were deducted from my bank account as agreed upon, but there is no information about when the orders will ship or be delivered. There have been no updates regarding the expected delivery date for either order. I would honestly just prefer a refund for both orders. Further, I have a notification on the app stating: 09:45 AM, May 24, 2025 *********** You've received a $66.70 advance. To activate your cash advance, just spend at least $35.96 from your approved advance at ***********. but my cash advance balance shows $0.00 and I am unable to use any of these funds to shop the Cornerstore either. I am not necessarily looking to resolve the issue with the $66.70 advance, as I will not likely continue to use this app. Just wanted to inform about the issue.

  Business Response

  Date: 06/03/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding your orders, we are truly sorry for any delay and for the lack of updates. Typically, users receive an email notification once the order has been shipped and another email when it's delivered. Per checking your order from May 14th has been delivered on May 29th. While your order from May 17th has been delivered on June 1st. See attached tracking information.

  Please let us know if you have any other pending orders that you have yet to receive and we'll gladly check.

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  

  The complaint was resolved between the time of my original complaint and the time of the company response. I am satisfied with how it was resolved. 

  
  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:05/05/2025

  Type:Delivery 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 opened up a Gerald Account in hopes of getting a very small cash advance after finding myself in a very small financial burden. Essentially, I needed a small amount ($20) to get some small items from the store. The moment I began navigating through the app, I quickly realized that it would be much more involved than expected. But because I needed a few bucks to get me by until I got paid, I felt I had no choice. In order to get a cash advance from Gerald Wallet, you are required to purchase items from a store they provide. But again, in order to get the advance, this step is required. Example: I needed a $20 cash advance and was then required to purchase $31 in items from their store called the "Cornerstore." I would then pay the advance back plus the cost of the items.The items I purchased were supposed to be delivered on May 3rd. However, the items I purchased never showed up. My profile shows that I made the purchase and that I am supposed to receive 2 different items. I have an order number as well for the purchase and it says "fulfilled" next to my order number. Whether that means it's been fulfilled by a warehouse or??So after my order never showed up on the day it was supposed to be delivered, I contacted Gerald Wallet. They state they are open and online for live chat Mon-Sun 9:15am-5pm Central time. I had called in the early afternoon around 11am Pacific time so they should have been available. I was then left to email them. I have literally contacted 3 reps from Gerald to find out about my order, but to no avail. A girl named ******* finally reached out to me and asked for my order number and said she would check on my items. She never sent any update about my items. I am now having to reach out AGAIN because my items have still not been delivered. I held up my end of the bargain by purchasing the items they required in order to get the cash advance, yet they have failed to deliver the items nor have they looked into where my items are at.

  Business Response

  Date: 05/08/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.
  
  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  With regards to his order/s.  We see that you reached out 4 days ago to check the status of your two orders. At that time, we informed you that there was a slight delay in shipping due to a brief issue in our fulfillment process. We did not receive a follow-up from you after that message.
  
  However, we continued to monitor the order status internally. As of today, when your order shows as fulfilled, we have sent you an update via email including the tracking number. We're truly sorry for the delay and the inconvenience it causedwe understand how important it was for you to receive those items promptly.

  If you have any additional questions please reach out to our support team, our team is available and happy to assist further. We want to ensure this is resolved to your satisfaction.

• Initial Complaint

  Date:03/26/2025

  Type:Delivery 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 received a cash advance of or I was approved of a cash advance of $55.20. They made me place an order in their corner store. I want that order canceled and I want an ACH block from funds being pulled from my account but before the block is placed see if they can remove the payment date till April 18 and I should be able to repay it back then but if they cant move the payment date, I need an ACH block Long story short I need the repayment date moved to April 18 and if that cant be done, I need an ACH block to be placed on my account.

  Business Response

  Date: 03/26/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding the request to cancel the order, The user contacted us today, and we provided clarity on our refund policy, which he acknowledged and understood. We also want to note that he successfully used our cash advance service and transferred an instant cash advance. Additionally, he requested an extension for his repayment date, and we were happy to accommodate that request. No request made to revoke ACH authorization. As of now, his issues have been fully resolved. If he need any further assistance, our support team is happy to help.

• Initial Complaint

  Date:02/26/2025

  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 2/9/25 4:26pm EST I download the Gerald app to apply for an advance. At 4:26pm I ws approved after my personal checking account was linked for $66.93, it was said I had to spend a minimum of $36.08 in their in-app Cornerstore to transfer the cash advance to my checking account. I still had to wait minimum 4 business days for my debit card to be fully verified to transfer the cash amount. On 2/16/25 I made a purchase in the Cornerstore totaling $36.08, therefore having $22.12 of the cash advance to transfer to my checking. There were multiple issues on having my debit card getting fully verified. I had to keep reconnecting my debit card, making the 4 days process tart jver again, an additional 2 more times. On 2/21/25 I was notified that my debit card was finally fully verified. I had to wait until 2/24/25 to make the cash transfer due to my bank being in the middle of a financial institution update. The morning of 2/24/25 I open the Gerald app and it says I have to reconnect my checking account again. I tried multiple times, sent screenshot ls through chat and emails showing it was not connecting. My debit card is still on file. **************** kept saying they would get back to me and never gave any updates. They finally started speaking after I told them I was making this report, and till they *** they will look into it and get back to me. I am highly upset because I shouldn't have to pay for the Cornerstore purchase when I can't get my cash advance which I have been needing for my medication. I feel like I'm being scammed.

  Business Response

  Date: 03/05/2025

  We appreciate the opportunity to address this concern. We take all complaints seriously and ensure they are thoroughly investigated.
  
  The card verification process typically takes one business day but can extend up to four business days if there are issues. Unfortunately, there were difficulties capturing the pre-verification charge for this user, which delayed the process. Once resolved, the user then encountered an issue connecting her bank, which we have also been actively investigating.

  Due to these unusual issues, resolving the concern has taken longer than expected as we work to identify and address the issues. The card verification issue has now been resolved, while the bank connection issue is still ongoing. We have informed the user that we will provide updates as soon as there is progress.
  
  While our customer support team has been handling a high volume of inquiries which led to delays in responding to the user sometimes, we have assured the user that we are actively working on her issue and will notify her as soon as a resolution is reached. We remain committed to fully resolving this matter and appreciate her patience as we continue to work on it.

  Thank you.

  Customer Answer

  Date: 03/05/2025

  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:

  I spoke with my bank multiple times and it was nothing in their end. All these issues were and still are on Gerald's end. It has been just about a month since the advance request and I still cannot transfer the funds to my checking account. I want compete reimbursement from Gerald. They still have not resolved anything.

   

   

   

   

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

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

  Business Response

  Date: 03/26/2025

  We appreciate the feedback and understand the user's frustration. Our team has made multiple attempts to follow up with the user to see if she is still experiencing the issue, but we have not received a response. After reviewing her account, we can confirm that it is now successfully connected to a bank.

  Regarding her order, we regret to inform that we are unable to cancel fulfilled orders. As stated in our terms, which were agreed to at the time of purchase, orders are non-refundable and cannot be canceled once processed. The user has also made recent reachouts to us and we have assisted her promptly.

  If she is still facing any issues, we encourage her to reach out so we can assist further.

• Initial Complaint

  Date:02/25/2025

  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.

  On Febraury 16, 2025, I downloaded the Gerald Wallet app to get a short cash advance. I received notification that my bank account was linked successfully on the 16th. The app said, "You just received a $73.60 advance. To activiate your cash advance, simply spend a minimum amount of $39.68 on Cornerstore or ****************** This already was a bait and switch, because I did not realize I would have to use more than half of my "advance" to purchase goods or services that I did not require or want. However, I (stupidly) tolerated the annoyance and purchased two overpriced items for my dog for $43.90 in their internal store on February 17, 2025. I was already dissatisfied, but the most egregious component of their scheme is that over the next week I have been unable to "verify" my card to get the remaining (measly) cash advance. I tried to jump through their verification loops, but they kept coming back with circular requests or "errors." Additionally, I know there are not truly bank issues, because if I go to pay off the internal store purchase, I am able to use my bank and card information that they now have stored in their app.Two more points to make here. First, I still have not received the items I purchased for my dog. I do not know if those will ever arrive and I cannot speak to the quality or lack thereof at this time. Second, I reached out through multiple avenues to try and get support, and was asked for redundant information from the separate sources, and ultimately, I never received a resolution. In summary, this app is AT BEST a bait and switch, and much more likely, an outright scam. I encourage you to read the other reviews here on the BBB's page, and avoid the app entirely, unless you are prepared to pursue legal action.

  Business Response

  Date: 03/05/2025

  We appreciate the opportunity to address this concern. We take all complaints seriously and ensure they are thoroughly investigated.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding card verification, the process typically takes one business day but may take up to four business days if issues arise. In this users case, the card was successfully verified within four business days, and we informed the user of this update. However, we have since stopped receiving responses from them. We also see that the user was able to access and transfer their advance to their bank account.

  As for the concern about an undelivered order, we have not received any prior outreach regarding a missing order. Upon checking, the order status shows that it has been shipped and is currently in transit hence he has not yet receive it. Users receive an email notification with tracking details so they can monitor the delivery status of their order.
  
  We have reached out to the user to confirm if he need further assistance with their order and will continue to assist him until all concerns are fully resolved. If he has any additional questions, we encourage them to reach out to our support team for further assistance.

  Thank you.