Complaints

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

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  Lili App Inc.

  15 W 18th St Ste 6E New York, NY 10011-4605

  
• 

  Lili App Inc.

  PO Box 238 New York, NY 10014-0238

  

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:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My **** business account was recently closed on June 24, 2025, due to my account being beyond their risk appetite, but **** ******* would not specify which activity triggered the closing of the account. On June 23, 2025, I initiated an $18,500 wire transfer from ******** account to **** account ending in ***** I submitted the required documentation such as photo ID and proof of eligibility to receive funds via the secure link provided in support ticket #*******. I was unable to provide an invoice for the wire transfer because ******** only provides invoices for incoming wire transfers, not outgoing wire transfers, and the **** wire transfer funds were on hold and therefore were not yet posted in the account. I genuinely believe that I acted in good faith because I genuinely did not know that the large wire transfer would be put on hold when I initiated the transaction. I also initiated a $38.48 wire transfer from ******** to *** on June 24 during the hold on the $18,500 wire transfer. I am unsure if this triggered the automated closing of my account or not, but I just wanted to clarify that because my business account was active and I could log in to my account, I was under the assumption that it was okay to wire transfer during the hold on the large wire transfer. I tried explaining this situation to ****, However, they refused to listen to my explanation and kept sending the same automated message. This implies that the account was automatically closed by ****'s security system and a human support agent did not review my document submissions nor my responses that I have sent to them in the support ticket via email. I would like to formally request that my account be reviewed by the compliance and/or risk team as soon as possible.

  

  Business Response

  Date: 07/10/2025

  July 10, 2025
  
  Re: Better Business Bureau (BBB) ************************************************************* (****) is responding to your BBB complaint dated June 27, 2024. ****, a financial technology company, along with its sponsor bank, *************, N.A. (Sunrise), which issues your **** **** debit card, takes your concerns seriously and addresses the issues raised in your complaint below.
  
  In your complaint, you state that your **** business account was closed on June 24, 2025, without **** providing a reason for the closure. You explained that, before the account was closed, you initiated an $18,500 wire transfer from ******** to your **** account on June 23, 2025, and provided most of the requested documentation. You're unsure if this was the reason for the closure but believe you acted in good faith, unaware that the large transfer would be placed on hold. You attempted to explain this to the **** *************** only to receive automated responses, leading you to believe the account was closed automatically without human review. You requested a review of your account by the compliance or risk team.
  
  As you have requested, we performed a thorough review of your account activity and summarize our findings below:
  
  On June 23, 2025, you received an ACH transfer of $18,500.00 from your businesss Bluevine ******** ***************
  
  On June 24, 2025, a **** representative contacted you and asked for documentation because the recipient's name did not match your or your business's name, as reflected in our account records. To verify the deposit, the representative requested a copy of a valid *** a selfie of you holding the *** and proof of eligibility for the funds to be deposited into your **** ******** such as transfer details or an invoice.
  
  Later that day, you submitted a copy of your driver's license to verify your identity. You also provided an email confirmation from ******** for the transfer and a screenshot of the transfer from your Bluevine ******** but you failed to provide all the information requested. The **** representative then informed you that, after reviewing the documentation, they were unable to process your transfer. The funds were returned to the originating account on the same day.
  
  On June 25, 2025, your account was closed, and a confirmation email was sent informing you of our decision. You inquired about the specific reason why **** couldn't accept the funds and why the account was closed. The representative explained that your account exceeded our risk appetite. 
  Given your failure to provide all the information requested, as well as our review of your ******** which revealed predominantly cryptocurrency related activity, we determined that the account was beyond our risk tolerance. 
  
  We hope this explanation was helpful and wish you the best in your future endeavors.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:05/23/2025

  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.

  I have been using **** for a few years. I have done some research in regards to my direct deposit and although they advertise early deposits, I am always the last employee to get paid when my employer submits payroll. My colleagues all get paid the same or next day and my deposit doesnt hit for at least 3 day, and in some cases up to a week AFTER payday. Im not sure how they process payments but it takes forever and its getting to a point where I have to wonder if it is deliberate. How is it that although all of my colleagues and my pay is sent at the same time, yet I dont see my pay till days later? Its very sketchy and unreliable and does not reflect what this bank advertises whatsoever. If you want to wait for your pay and enjoy being late on your bills because you cannot rely on anything about this bank being early, then this is the bank to go with. They specialize in holding money as long as possible and making you wait for what you worked so hard for.

  

  Business Response

  Date: 06/05/2025

  June 6, 2025
  
  Re: Better Business Bureau (BBB) ***************************************************************** (****) is writing in response to your BBB complaint of May 23, 2024. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your Lili **** debit card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  You question the hold times of your payroll deposits and express frustration that your deposits are not available to you promptly, as advertised by ****. We strive to make direct deposits available to customers promptly and as advertised. We are reviewing your account and your recent direct deposits in light of your complaint. Once we complete our review, we will provide you with a detailed response. 
  
  Kind regards,
  
  Lili Compliance
  

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Re: Better Business Bureau (BBB) Complaint Follow-***************************************************************** is further responding to your BBB complaint of May 23, 2024. In your complaint, you question the hold times of your payroll deposits and express frustration that your deposits are not available to you promptly, as advertised by ****. 
  
  We reviewed your two most recent direct deposits, including the deposit that you claim was late and caused you to miss your friends wedding. The first May direct deposit was initiated on May 7 by IHSS2 State of California for $357.09. The settlement date, which is when the *** payment transaction is finalized and the funds are transferred from the sender's bank to the receiver's bank, was May 9, 2025. We made the funds available to you two days earlier than the settlement date, so they were accessible in your account on May 7, 2025. The second May direct deposit was on May 22 for $1,271.55. It had a settlement date of May 27, 2025. We made the funds available to you two days earlier than the settlement date on May 25, 2025. So, as has been our general practice, we made the funds available to you timely and, in fact, earlier than the settlement date.
  
  We hope this explanation is helpful and clarifies our process.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:05/16/2025

  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.

  The state of California does not have record of this court-ordered debt collection. And the probation payments referenced I only owe $379.26. which I pay and are almost payed off. If the ****** was in my bank it would be taken care of. Where did it go? SLO COUNTYS ACCOUNT IS UNDER ***** *** ***** NOT ***** * **********.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  Re: Better Business Bureau (BBB) ************************************************************ (****) is writing in response to your BBB complaint of May 10, 2024. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your Lili **** debit card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  You explained that the State of California does not have a record of a court-ordered debt collection and you only owe a probation payment of $379.26, which is almost paid off. You state that if the $622.66 was in your bank the debt would have been paid. You suggest that such funds are missing from your *******.
  
  We have reviewed your ******* and summarize the issues as follows:
  
  You believe there are missing funds from your *******. We have reviewed your ******* and the charges appear consistent with your prior activity. We do see a payment to the ************************** ******************** on April 23, 2025, in the amount of $21.82, but we see no other such transactions in your *******.
  
  We have noticed a considerable amount of activity that appears to be consumer in nature. Your Lili ******* is a business deposit *******, not a consumer *******. So, unfortunately, we will be closing your ******* as of July 31, 2025. This should give you sufficient time to notify your payers of your new bank routing and ******* number. We wish you the best of luck.
  
  Kind regards,
  Lili Compliance
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Billing 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.

  Im filing a formal complaint against *********** for denying a fraud dispute on my business checking account.On March 16, 20**, **** emailed me (subject: "Unusual Activity Detected On Your Lili ******* VRM") alerting me to suspicious activity. I had already called them that day at 1:38 PM after discovering my account was locked. At 2:01 PM, I emailed (subject: "Fraud charges, account hacked") to report two unauthorized pending charges: $347.49 and $451.14 to OPPO Mobiles India Pri. At 2:23 PM, I confirmed my card was compromised and requested to stop the charges, freeze the card, and issue a new one.On March 17, **** ****** sent dispute instructions. That same day, Den replied that they couldnt stop the pending charges and asked if I had possession of the card. I explained I was tricked by a scam toll text on March 14 and used my card. That charge never posted. **** unfroze my account and sent a replacement card without informing me of a $20 express fee.On March 19, after the charges cleared, I filed a dispute and received confirmation (Dispute ID: *************. On March 24, I followed up (Request #*******). ****** responded (Request #*******), stating the process could take up to 45 days.On April 16, I received an email saying my dispute was denied in a letter dated April 4, which I never received. The letter said: No Error Occurred. I called and spoke to Liez, who advised submitting additional info. That evening, I emailed (Request #*******) my FTC complaint, IC3 report, screenshots, and a written statement. On April 28, ****** confirmed receipt (Request #*******).On May 8, I got another denial email with identical reasoning. Again, I never received the prior notice. On May 9, I filed a police report (Peoria PD Case #*******) and emailed **** with all supporting documents. **** said nothing more could be done by phone and I must go through email.

  

  Business Response

  Date: 05/23/2025

  *** *** ****
  
  Re: Better Business Bureau (BBB) **************************************************************** (****) is writing in response to your BBB complaint of May 10, 2024. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your **** **** debit card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  You explained that on March 16, 2025, you received an email alerting you to unusual activity after you noticed your account was restricted. During this time, you reported two unauthorized charges ($347.49 and $451.14) to "OPPO Mobiles India Pri", confirmed your card was compromised, and requested to freeze the card. **** later unfroze your account and sent a replacement card without informing you of a $20 fee. After the charges settled, you filed a dispute and followed up with multiple update requests. On April 16, you were informed that your dispute was denied. You submitted additional documentation various times to support your claim, but your appeals were all rejected. 
  
  We have reviewed your account activity in light of your complaint and summarize our findings below:
  
  On March 16, 2025, you were notified of unusual activity on your ******** leading to its suspension. We requested information to confirm whether you initiated the transactions. You told **** you believed your card was compromised, resulting in two unauthorized transactions. You mentioned receiving a text message from E-ZPass about a pending payment. You accessed the link and paid the fee with your **** debit card, but you now suspect it was a smishing scam targeting E-ZPass users. You asked to cancel the transaction; however, the **** representative stated they could not cancel a pending transaction. The agent suggested filing a dispute once it is settled in your account. 
  
  Your card was canceled, and a new one was issued and sent to you as a fraud prevention measure. 
  
  On March 19, 2025, you emailed **** customer support and notified us that the unauthorized charges had settled in your account. A dispute totaling $798.63 was filed on your behalf, and a confirmatory email was sent to your registered email. 
  
  On April 2, 2025, you were informed that the dispute claim was denied. Our dispute team determined that you were negligent, and the merchant received a complete and valid authorization for the transaction.
  
  On April 16, 2025, you contacted **** customer support to check on the status of your dispute. The **** customer service agent informed you that your dispute was denied and new supporting evidence would be needed for an appeal. At your request, our disputes department resent the correspondence of April 4, 2025 regarding the dispute outcome.
  
  On April 24, 2025, you contacted **** customer support to file an appeal and provided a claim you filed with the ******************************* (IC3) as supporting documentation. 
  
  On May 2, 2025, your appeal was filed, and on the same day, you were informed that your appeal was denied. 
  
  Between May 8 and 14, 2025, you contacted **** multiple times to inquire about the status of your appeal. The customer service representative informed you that your appeal was denied. During this time, you expressed concern that you'd never received a notice of your appeal decision and contested the outcome. 
  
  On May 16, 2025, ****s **** ** **** ********** contacted you to discuss your dispute. We informed you about the dispute process and explained why your dispute was ultimately denied. You disagreed with the decision, arguing that you never authorized the transaction. We clarified that you did authorize the transaction since you voluntarily provided your card information and executed the payment. As a courtesy, we offered to reimburse you $500 to resolve your dispute.
  
  On May 19, 2025, we sent you a confirmatory email requesting your confirmation of this agreement. You agreed to this resolution, and your account was credited $500 on the same day. 
  
  We consider this matter to be resolved. In the future, please be cautious of text messages that contain links or attachments, as they may be part of a smishing scam aimed at stealing your personal information. 
  
  To protect yourself from smishing scams: 1) Never share personal information; 2) Always verify the source of any message asking for information; and 3) Report suspicious messages to your mobile carrier. Regarding your **** ******** always log in directly to our app and only contact us at our official email address, which is **************** It is unfortunate, but we must all be skeptical and cautious in a time when fraudsters are trying to steal our personal information. 
  
  Kind regards,
  **** Compliance
  

  Customer Answer

  Date: 05/27/2025

  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:05/04/2025

  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.

  On 4/9/25 I received an email from ************* saying that a micro deposit of .13 cents was deposited into my business checking account by ********. I checked with ******** and they said they made no such deposit. I contacted **** customer service on 5/3/25 telling them that Fundrise did not make that deposit and I asked if it was possible that this was a hacker. I received a response in 5/4/25 at 9pm that they are closing my account due to my account is beyond their risk appetite. No answer to my concern about a possible hacker. No reassurance that my personal information was safe with their institution. They were not my main business account so Im not really upset that the account was closed, but the process was extremely unprofessional. It seems like someone tried to possibly hack my account and instead of dealing with my information being stolen they decided to close the account before any further action could occur. I will definitely not be banking with them in the future and I encourage anyone thinking of opening an account to read through all of these complaints on the BBB.

  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  Re: Better Business Bureau (BBB) *********************************************************** (****) is writing in response to your BBB complaint of May 5, 2025. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your *************** Card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  In your complaint, you indicate that you received an email from ****, which informed you that Fundrise had deposited $0.13 into your business checking account. After speaking with a Fundrise representative, you reached out to **** on May 3, 2025, to notify us that Fundrise did not initiate the deposit, expressing concerns regarding a potential compromise of your account. The following day, you received an email notifying you that your account had been closed because your account exceeded our risk appetite. You expressed frustration about the lack of professionalism and inadequate response to your concerns.
  
  We have reviewed your account activity in light of your complaint and present our findings below:
  
  On January 4, 2025, you opened a **** business deposit account in the name of A ******************
  
  On January 11, 2025, you deposited $10.00 by electronic transfer, and on the same date, you made a debit card purchase for the same amount, leaving your account with a zero balance. The account remained dormant until it received a deposit of $0.13, about three months later.
  
  We understand your frustration, and we apologize for your negative experience. We have no evidence that your account was compromised and, in any event, no further activity can be conducted in the account. 
  
  We wish you the best in finding a financial services provider for your business needs.
  
  Kind regards,
  **** Compliance

  Customer Answer

  Date: 05/22/2025

  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. The only thing I was concerned about was that my personal information was secure and they have advised me of such. I have no further concerns. 
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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 created a banking account with **** online banking. I'm a small business and I thought that they would be a good fit for me. I submitted all legal documents required of me and followed all compliance with them as stated in their terms and agreement. However, I've come to find out that as of today 4-21-25, my bank account was closed due to an investigation by their internal team that I was not aware of. When I contacted them for more details they told me that the reasoning is a security risk and no information could be released to me, nor would they allow me to appeal their decision as it was "final". I had approximately 300+ dollars deposited into that account and now I'm no longer able to access it. On top of that im unable to get my transactions history for taxes as my account is banned. When I reached out **** said that I would have to wait 7-14 business days to recieve a check with my funds, but this is way too long and I have expenses and business costs I had linked to my card to pay in about 3-4 business days. This is unethical, I wasn't given any notice just immediate termination, I got no details as to why I was banned, and now my business will suffer for this.

  

  Business Response

  Date: 05/05/2025

  May 2, 2025
  Re: Better Business Bureau (BBB) ****************************************************** (****) is writing in response to your BBB complaint of April 21, 2025. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your **** **** Debit Card, take your concerns very seriously and respond to the issues raised in your complaint below.
  In your complaint, you explained that you opened a business banking account with **** for your small business. However, on April 21, 2025, you discovered that your account was closed due to an internal investigation, and you were not allowed to appeal the decision. You have over $300 in the account and cannot access the funds or retrieve the transaction history for your taxes. **** informed you that receiving a check for your funds would take seven to fourteen business days, which is concerning since you have upcoming business expenses linked to the ******** You believe this situation is unethical due to the lack of notice and details regarding the account closure, which puts your business operations at risk. 
  We have reviewed your account activity in light of your complaint and summarize our findings below:
  
  On March 31, 2025, you were approved to open a **** business banking account under the legal entity name ************. You provided your EIN letter and Articles of Organization as proof of ownership.
  
  On April 1, 2025, you initiated an *** transfer totaling $330.22 from a *********** account to your **** ******** An *** hold was placed on your transfer, which expired on April 7, 2025.
  
  On April 17, 2025, you initiated another *** transfer totaling $200.23 from a *********** account, and an *** hold was placed on the transfer.
  
  Your account was closed on April 21, 2025. The pending *** was ultimately returned to the originator on April 23, 2025, due to an R05 return code (unauthorized debit to a consumer account).
  
  You contacted **** customer support on April 21, 2025, to ascertain the reason for the closure and requested your transaction history. A **** representative responded to your inquiry and informed you that they could not provide the specifics; however, the representative provided a copy of your account transaction history.
  
  We understand you are looking for specifics related to your account closure; unfortunately, we cannot provide details about the closure. However, we can tell you that we monitor account activity closely and have determined that your account is beyond our risk appetite.
  
  Your account balance was $245.47 after the return of the *** transfer and closure of the ******** However, on April 17, 2025, you authorized a **** Debit Card to Toss (Day 1 Company), a South Korean-based financial technology company, which settled on April 26, 2025.
  
  After the Toss transaction, your remaining balance was $91.03. We initiated a refund check, which is being sent to your registered address. We anticipate that you will receive your check by May 9, 2025.

  
  We wish you the best in finding a financial services provider for your business needs.
  
  Kind regards,
  **** Compliance

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  04/15/2025 ********* Dispute On February 14th 2025 *************** company Charged my bank, $61.92 and $8.99 from products I bought online totaling up to: $70.84 I then later on Filed a bank dispute with these charges with **** bank on: 02/28/2025 Saying the following: 02/28/2025 I would Like to file a Bank-Dispute with Lili ********* For an Investigation to be conducted for the charge of: $61.92 and $8.99 from *************** totaling: $70.84,.... I would please like a refund back,.....from when I purchased things on: February 14th 2025 / ** I will be providing a bank statement from March 2025 that shows these charges for this complaint********************************* I purchased a set of Bath Bombs from this company on: 02/14/2025 according to the above website the Items were supposed to come here within 2-5 Business days the Items never came today on 02/28/2025 I still do not have the items I purchased online,....*************** did later on email me and told me I had to download an app called: shop app where I can see what's happening to my order it kept saying preparing shipment now it doesn't say anything in the mobile app other then, I ordered the products nothing of when its supposed to be delivered,.... On 02/20/2025 I emailed a Refund notice to the following emails: ***************************************, ****************************** **************************** and ****************************************************** Which they never responded to,....Also filed a BBB dispute related to them on: Submitted BBB Complaint on: 02/24/2025 which ******* ******** still have not responded yet,.... ******* ******* Cell: ************ On March 5th ************************************* the mail from the ******* ******** company for the original online purchase I made back in: February 14th 2025 for: $70.84, Shortly After March 5 2025 I call into ********* ** Please See attched documents for full Complaint**

  

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  Re: Better Business Bureau (BBB) ************************************************************** (****) is writing in response to your BBB complaint of April 23, 2024. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), the issuer of your *************** Card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  You explained that on February 14, 2025, you purchased a set of bath bombs from ******* ******** for $70.84. According to the merchant's website, your order should have arrived within two to five business days. On February 20, 2025, you contacted the merchant and requested a refund; however, you did not receive a response, and as of February 28, 2025, you still had not received your order. 
  
  We have reviewed your account activity in light of your complaint and summarize our findings below:
  
  On February 28, 2025, you emailed **** customer support to dispute two transactions totaling $70.91 with ******* ******** that occurred on February 14, 2025 (the first ******* ******** dispute). You explained that you did not receive the merchandise after paying for it. Your dispute was filed the same day, and a confirmation email was sent to you.
  
  On March 13, 2025, you called **** customer support to inform our agent that you received the merchandise related to the first dispute and wished to withdraw your claim. Your dispute was canceled the following day, and a confirmatory email was sent to you.
  
  On March 17, 2025, you contacted **** to file another dispute regarding two charges: $69.94 to ******* ******** (the second ******* ******** dispute) and $14.18 to Prime Video Channels. You explained that you had not authorized either charge. You believe ******* ******** stored your debit card information when you purchased from the online store previously. Based on your claim, a new debit card was issued to you.
  
  On April 8, 2025, you were informed that the second ******* ******** dispute was denied because the information provided by the merchant matched the details in our records. However, an error was identified concerning the Prime Video Channels transaction, and a credit of $14.18 was applied to your account on April 15, 2025.
  
  On April 13, 2025, you contacted **** customer support to appeal the second ******* ******** dispute decision. You provided a copy of an email correspondence you had with the merchant as evidence.
  
  On April 22, 2025, an appeal was filed on your behalf, and on the same day, you were informed that the appeal was denied. Our dispute analyst received documentation from the merchant, detailing proof of delivery sent to your registered address, which we have on file. Additionally, the supporting documentation you provided revealed that the purchase you made with ******* ******** on February 28, 2025, was a recurring transaction that matches our internal records. According to the merchant, you subscribed to recurring purchases of bath bombs.
  
  On the same day, you responded to **** that you had not ordered a subscription, threatening to file a small claims court case if the issue was not resolved. Our support agent informed you that your matter had been escalated on April 23, 2025. 
  
  We conducted a review and concluded that you authorized the second charge from ******* ******** because you signed up for a monthly subscription. Nevertheless, we processed a refund for the disputed amount on April 23, 2025, and your issue is now resolved.
  
  Lastly, during our account review, we noticed that you have been conducting transactions of a consumer nature that are inconsistent with a business deposit account. In light of your account activity, we made the difficult decision to close your account effective May 23, 2025, which will give you sufficient time to find another financial services provider.
  
  We wish you the best in the future.
  
  Kind regards,
  **** Compliance
  

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:

  Everything is good here **** Bank helped me with these issues long ago we can cloe out the BBB complaint now 

  
  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:03/30/2025

  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.

  **** bank app charges me $35 everytime i upload money to my account i never agreed to a $35 plan at first i was paying $9 monthly then it went up to $20 which i never agreed to the $35 it took $35 out my acount twice in one month before then im trying to switch over to zero monthly it wont let me just wants me to upgrade to a $50 monthly plan no i never agreed to this

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  Re: Better Business Bureau (BBB) *********************************************************** (****) is writing to respond to your March 30, 2024, BBB complaint. **** is a financial technology company that acts as the program manager for **** accounts, which are held with our sponsor bank, *************, N.A., Member **** (Sunrise). We are responding on behalf of **** and Sunrise.
  
  In your complaint, you explained that you were charged $35 every time you deposited money into your **** account and, in one instance, you were charged $35 twice in the same month. You stated that you started paying $9 monthly, then $20 monthly, and now $35. You request a refund for the fees and a downgrade to ****s free Basic plan.
  
  We have reviewed your account history in light of your complaint and summarize the issues as follows:
  
  You opened a **** deposit account in the name of ************************* on July 12, 2022. We understand that you were dissatisfied with the **** ***** plan and requested a refund for the fees you incurred while on that plan. After you contacted **** on March 31, 2025, your plan was downgraded as you requested from the Smart to the Basic plan, which has no fee. 
  
  In your complaint, you pointed out instances where we charged you twice within a month. The additional charges you mentioned, which occurred in December 2023 and August 2024, were imposed because we could not collect the prior monthly fee due to insufficient funds in your account. At no time were you double charged for a monthly fee. In fact, you did not pay for some of the monthly charges that were incurred. 
  
  As a gesture of goodwill, we refunded the $35 monthly fee you paid for March 2025. Based on our review of your activity, we noticed consumer-type transactions that are inconsistent with a business deposit account. For this and other risk management reasons, we are closing your account as of April 30, 2025. 
  
  We wish you the best in finding a financial services provider for your needs.
  
  Kind regards,
  
  **** Compliance

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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.

  On Friday Dec 20th I was feeding my 11 month old son in my home in ********** NJ when I saw a notification on my phone about two charges on my lili app, for $175 and $174.55 from ********************. I immediately called them to advise that I did not authorize those charges, I was in my home and had my card with me so no one would have had it anywhere else. I only had one debit card. They told me I had to wait until it was posted to officially dispute the transaction. Once it posted on 12/23 I called and filed a dispute. Told them the same things I said on the first phone call. (IF they truly record all call like they state, there should be record of this) I then received a decision that said "No error found" a few weeks later... I couldn't believe it and I asked for the documentation that they came to the decision on and the ** *** said I would have to provide documentation... I then called the Wawa and asked them to pull the receipts for the transaction amounts on that date... They sent me the transaction logs showing it was for Diesel fuel... I don't own a diesel truck, nor anyone I know that would need $350 in fuel. The manager at **** said there was cameras but they could only release footage to police. I then when to my local police station and filed a ***ort for the theft knowing it was not me who had those charges. I am a mother of 4 kids under 7 and was home just getting them situated after school. It is now 3+ months and every time I call to check the status I am dismissed and today I demanded a supervisor or escalation and was told there was noone and they could put a request in for someone to reach out in 48 hours. I then got an email saying they understand I am frustrated but they are still denying my appeal. I have been a customer of theirs for years and haven't ever overdrawn, had fraud or anything. I want my money back in my account, money that they claim to be fdic insured so I don't know why it's such an issue.

  

  Business Response

  Date: 04/10/2025

  April 9, 2025
  
  Re: Better Business Bureau (BBB) **************************************************************** (****) is writing to respond to your March 28, 2024, BBB complaint. **** is a financial technology company that acts as the program manager for **** accounts, which are held with our sponsor bank, *************, N.A., Member **** (Sunrise). We are responding on behalf of **** and Sunrise.
  
  In your complaint, you explained that on December 20, 2024, you were alerted to two unauthorized charges of $175 and $****** from Wawa in ************, **. When the debit card charges were made, you were at home in **********, **********, and you immediately contacted **** to dispute the charges. 
  
  **** denied your dispute of the charges. You then contacted the Wawa store where the unauthorized charges occurred, and they told you their log indicates the purchases were for diesel fuel. The store manager informed you they had video footage but could only release it to the police, prompting you to file a police report. You then contacted **** and requested to speak to a supervisor. Our agent informed you that one would contact you within 48 hours. You received an email denying your appeal. You expressed frustration and requested a refund. 
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On December 20, 2024, you contacted **** to dispute two charges of $175 and $ ******, which were made on the same day at a ******************* in ************, **********. You informed the agent that you were at home during the time of the incident, did not authorize anyone to use your card, and that you were in possession of your debit card. The agent informed you that the transactions were still pending and advised you to contact us once they settled. Due to the nature of the dispute, your card was replaced, and a new one was sent to you. 
  
  On December 23, 2024, you called **** customer support and informed the agent that the unauthorized transactions had been completed. A dispute was filed on the same day, and a confirmatory email was sent to you.
  
  On January 10, 2025, you were notified that your dispute was denied. Our dispute analyst determined that the charges were valid. It was found that the purchase lacked any denial codes, other purchases were made in the same vicinity, and the transaction was a card-present transaction, meaning someone swiped a debit card in the fuel center. 
  On the same day, you contacted **** to contest the decision, asserting that you were at home during the incident and that the **** location was an hour from your home. The agent requested that you provide new evidence that had not been previously used in the dispute investigation. 
  
  On January 12, 2025, you provided a copy of the receipt for the charges and pointed out that the purchases were for diesel fuel. You stated that you drove a Kia ********* which is not a diesel vehicle. 
  
  Your supporting documents were forwarded to our dispute team on January 13, 2025, and an appeal was filed on your behalf. Later that day, you were informed that your appeal was denied. 
  
  On February 3, 2025, you contacted ****' s dispute team and provided a copy of a police report you filed with the *******************************************. Your appeal was filed on February 6, 2025, and a confirmatory email was sent to you. On the same day, your appeal was denied.
  
  We have reviewed the evidence that you submitted, as well as your entire account history, and have decided to grant your appeal and credit your account for the full amount of the charges. We also have credited your account $25 as a courtesy. 
  
  We apologize for the delay and the multiple steps needed to resolve this dispute.
  
  Kind regards,
  **** Compliance
  

  Customer Answer

  Date: 04/15/2025

  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:03/21/2025

  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.

  Yes I asked for them to file the dispute on my behalf of $393.95 which was filed and when it came back as the adjustment because it was from Lily banking I had one to dispute of 393 but they came and did a adjustment for the same amount of $393.95 and I'm inquiring about why they went back and took the money and they will not answer. They keep hanging up. It's this alternate changes on my account as well and now my account is sinking to be closed due to me calling about the disputes at hand. Now I have no problem with them closing my account cuz obviously it's not a well-trusted bank that it seem like y'all just asking me documents and taking my money. So that being said, I have none recorded each phone call which I am willing to provide my call notes for and also a screenshotted everything that helps my potential Case I would dispute showing the transactions that was made on my account to be accurate of what I'm saying. How do I get help obtaining my money before they close my account? They say do the personal it wasn't a business for it to be around a business account or before they even came out with the business plan. I was already a customer. When I inquired about it they told me that it's not necessarily. I have to have a business everybody who was already receiving the banking before they had changed it in 2022. Had all got switched down to Lily ******** now. I don't care how y'all run it. I just know how y'all pertain with my money and this is when my exercise statement goes. So with that being said, it's like y'all understanding my money before the gummy gives you. Like I said, every time I call to inquire about it, they hang up in my face and it's legit questions that any person will ask about that banking account. I'm tired of dealing with this matter. I just want what is the disputes to be corrected and my money back and y'all can close this account. I don't care it's always something going on with this account. I never can win a dispute.

  

  Business Response

  Date: 04/04/2025

  April 4, 2025
  
  Re: Better Business Bureau (BBB) ************************************************************* (****) is writing to respond to your March 21, 2024 BBB complaint. **** is a financial technology company that acts as the program manager for **** accounts, which are held with our sponsor bank, *************, N.A., Member **** (Sunrise). We are responding on behalf of **** and Sunrise.
  
  In your complaint, you explained that after filing a dispute for $393.95 with ****, you noticed an adjustment for the same amount debited from your account. Despite multiple inquiries, you state the representatives have been unhelpful, often hanging up during calls. You expressed frustration over the situation and explained that your account is at risk of being closed. You are requesting a refund for the dispute you filed.
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On February 4, 2025, you initiated four debit card transactions at Family Dollar in ***********, *****. The first transaction was for $393.95; however, it failed because you did not correctly enter your PIN. You initiated the transaction again, and it was authorized and completed. Following this transaction, you initiated another transaction for $106.95, which was authorized but not completed. Finally, you initiated another transaction, also for $106.95, but it was declined due to insufficient funds in your account. So, the only transaction that was completed was the transaction for $393.95.
  
  A **** risk analyst suspended your account on the same day and contacted you to confirm whether you authorized the Family Dollar transactions. You responded the following day, confirming that you initiated the transactions and provided documentation as evidence. On February 5, 2025, your account was reactivated. 
  
  Your transaction for $393.95 settled on February 7, 2025. The second transaction for $106.95 did not settle because the **** authorization expired and **** did not transmit a final charge to us. 
  
  On the same day, you contacted **** customer support to dispute the $393.95 purchase. During the call, you explained that your debit card did not allow the payment to go through at the time of the purchase, so the purchase was paid by other means.
  
  A dispute was filed on your behalf on the same day, and you received a confirmatory email. While the dispute was under investigation, you requested provisional credit, but it was not granted.
  
  On February 11, 2025, the dispute analyst requested details on how the purchase was made and a receipt for the purchase that was paid by other means. You responded to the inquiry on February 14, 2025, explaining that the purchase had been made using the card. You mentioned that the transaction should not have gone through since your account was suspended at the time of the transaction. 
  
  On March 5, 2025, you were informed your dispute was denied because the merchant received a complete and valid authorization for the transaction and the merchant provided a signed copy of the receipt of the transaction. 
  
  On March 7 and 27, 2025, you contacted **** customer support several times and informed **** you planned on filing an appeal and requested to speak to a supervisor. During the calls, the agents asked for new evidence not previously used in the dispute investigation to file an appeal. Regarding the supervisor contact, the agent informed you that a supervisor would give you a callback within 24 to 48 hours; however, you refused due to the timeframe.  
  
  In your complaint, you mentioned that a **** chargeback for the disputed amount was credited to your account; however, this was immediately followed by an adjustment that debited the same amount from your account. Before the dispute decision, a chargeback was requested on February 26, 2025, and the credit was applied to your account on March 5, 2025. However, your dispute was denied due to the evidence provided by the merchant, confirming that you initiated the transaction using your debit card. Therefore, the chargeback was reversed from your account.
  
  It is unclear why you filed the dispute. When you initially notified **** of the transaction, you indicated it was a duplicate because it had already been paid through other means. During the investigation, you told the dispute analyst that the transaction occurred due to an error, as your debit card had already been suspended. Your account was suspended after your last attempted transaction, not before it. Two transactions had already been authorized before your account was suspended. Finally, the chargeback credit applied to your account was reversed because your dispute was denied. Your explanation of the events seemed inconsistent with the facts and changed over time.
  
  Finally, after reviewing your account activity, we believe it is inconsistent with a business deposit account. For this reason, we are closing your account as of June 6, 2025. Please contact any direct depositors as soon as possible to provide them with your new bank routing and account number to prevent an interruption of your direct deposits. We wish you the best in finding a financial services provider for your needs.
  
  Kind regards,
  **** Compliance