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:08/15/2022

  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.

  My funds are being held fornno reason and I have been sleeping on an airport floor for 4 days. Can someone please help? The airline never charged my card, and Lili is refusing to release my money back to me. I just want to get back home to my family! They told me if I submitted proof the airline cancelled ticket, the would expedite my funds. They refuse to after all proof was submitted. The airlines never even charged my card. ********** is withholding my funds for absolutely no reason but emotional abuse.

  

  Business Response

  Date: 08/15/2022

  Dear ***************************, 

  We have received your correspondence filed with the Better Business Bureau on August 15, 2022. Please note that we take matters of customer service seriously. 

  Based on the matter you have raised, we understand that you were inquiring about a merchant refund from American Airlines as result of your canceled flight. According to our records, the merchant credit in the amount of $508.10 was applied to your account on August 15, 2022 at 06:22:24. 

  Whenever a refund is issued, we have no control over when it is actually sent. It's entirely up to the merchant. We post the funds to your account as soon as they are transmitted to us. A merchant has 30 days from when they inform you of the refund to return the funds, otherwise we can initiate a dispute or chargeback. However, we acknowledge that incorrect information was provided to you by our support team initially and we sincerely apologize for the inconvenience this may have caused.

  If you have any further questions and/or concerns, please contact Lili directly. 

  Sincerely, 

  The Lili Compliance Team

• Initial Complaint

  Date:08/10/2022

  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 July 21 ***** I went to purchase a car down payment was $1000.00 On July 26, 2022 the car lot told me I didnt qualify for the car so I return the car. I contacted Lili Bank to dispute the charges of $1000.00 at that time ***** told me that I would be able to get a provisional credit within 10 business days. I called Lili customer service today to check on my dispute and was told I was denied for the provisional credit without telling me why then they tell me I have to wait ***** days to hear back about my claim. How is this possible when it's my money and I didn't get the car so I should be able to get my money back? Lili Bank is supposed to back its customers but fails to do so. Instead, we are being told different lies by whoever answers your call. I have been contacting Lili Via phone and email with no resolution to my problem. This is not how a bank is supposed to treat its customers. I just want my money back and I will never do business with Lili Bank again.

  

  Business Response

  Date: 08/10/2022

  Hi ********,
  
  We have received your correspondence filed with the Better Business Bureau on August 10, 2022. Please note that we take matters of customer service seriously. 
  

  Our Dispute investigation team is doing their best to resolve your Dispute Claim, filed on 07/26/2022 as quickly as possible.
  
  Please be advised that the dispute investigation and merchant chargeback process *** take up to 90 calendar days to fully resolve your claim.  
  
  If eligible, a provisional credit (PC) is generally provided within 10 business days from the date the claim was filed.  
  

  If you have any further concerns, please contact Lili directly. 

  The Lili Compliance Team 

  Customer Answer

  Date: 08/12/2022

  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 don't agree with Lili the way the company treats its clients is not ok. I am a small business owner who is trying to get my company back running. So to tell one thing and do another is not ok when I first filed my dispute on the On 7/26/2022 four days after the money was taken out of my account I was told I would get a provisional credit within 10 business which didn't happen so I call to check on my dispute I get told I was denied for the provisional credit. I don't understand why I don't when it's my money that is due back to me. I just want the money that is owed to me and I will never do business with Lili again.

   

   

   

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

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

  Customer Answer

  Date: 09/30/2022

  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 do not agree with ********** I have documentation of Right Way Auto Sales Proving That I Was Turn Down For An auto Loan. They took my money off my debit card and won't refund it. My bank which is ***** says that they cover up to $250.000 so I don't understand why they will not work yo get my money back. It's almost 90 days and I have yet to get help.

   

   

   

   

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

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

  

  Business Response

  Date: 10/27/2022

  Hi ***************************,

  
  We have received your correspondence filed with the Better Business Bureau on August 31, 2022. Please note that we take matters of customer service seriously.

  
  Based on review of your concerns and previous correspondence, we understand that you are inquiring about the status of your dispute claim. According to our records, we do not currently have an update for you. An update will be provided via email once the investigation is complete.

  Currently, Lili does not have a policy of returning $250.00.

  We apologize for any inconvenience.

  The Lili Compliance Team 

• Initial Complaint

  Date:08/04/2022

  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.

  I submitted a dispute to Lili on 7/18/22 in regards to two transactions on my account back on 1/2/22. I was asked for the basic information about my transaction and that if my claim couldn't be resolved in 10 business days I would receive a provisional credit. I have received the same initial email 4 times asking for the same information I submitted on 7/18/22. I have never received an update when calling and never received a credit. I have banked with Lili for 2 years and will discontinue my banking relationship with them because there is no resolution.

  

  Business Response

  Date: 08/04/2022

  Dear *******************************, 

  We have received your correspondence filed with the BBB on August 4, 2022. Please note that we take matters of customer services seriously. 

  Our Dispute investigation team is doing their best to resolve your Dispute Claim, filed on 07/18/2022 as quickly as possible.
  
  Please be advised that the dispute investigation and merchant chargeback process *** take up to 90 calendar days to fully resolve your claim.  
  
  If eligible, a provisional credit (PC) is generally provided within 10 business days from the date the claim was filed.  
  

  If you have any further questions, and/or concerns, please contact Lili support directly.

  Best, 

  The Lili Compliance Team 

  Customer Answer

  Date: 08/04/2022

  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]

   

   I have received the same response and well past my 10 days for the credit  

   

   

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

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

  

  Business Response

  Date: 08/05/2022

  Dear *******************************, 
  

  We have received your correspondence filed with the BBB on August 4, 2022. Please note that we take matters of customer services seriously. 
  

  Our Dispute investigation team is doing their best to resolve your Dispute Claim, filed on 07/18/2022 as quickly as possible.
  
  Please be advised that the dispute investigation and merchant chargeback process *** take up to 90 calendar days to fully resolve your claim.  
  
  If eligible, a provisional credit (PC) is generally provided within 10 business days from the date the claim was filed.  
  
  If you have any further questions, and/or concerns, please contact Lili support directly.
  

  Best, 
  The Lili Compliance Team 

• Initial Complaint

  Date:08/02/2022

  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.

  So my check went inside my husband account which they locked it which is fine but its been 2 years and i still havent received my funds they said they sent it out but according to bbb they told yall that the remaining funds is going back to the original owner which is myself see now what lili dont understand is yhey have hold government funds for over a period of time which i could *** for false information saying you released my funds and its still not in my hands now you closed the account but my money is still inside Im the owner of the fund my husband has called and writing YALL for over a year now and no answer bbb please can you get them to release my funds before i take legal action

  

  Business Response

  Date: 08/02/2022

  Dear *******, 

  
  We have received your correspondence filed with the BBB on August 2, 2022. Please note we take matters of customer service seriously. 

  Based on the matter you have raised, we understand you are inquiring about funds that were sent to your husbands account here at Lili. While we are unable to share any information as you are not the account holder of that account, please note that the remaining funds of that account will be returned to the address on file which has been initiated as of today. Please allow **** business days for receipt of that check. 
  

  If you have any questions and/or concerns, please contact Lili directly. 
  

  Thank you. 
  

  Sincerely
  The Lili Compliance Team 
  

  
  

  Customer Answer

  Date: 08/05/2022

  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]

   

   

   One your not even doing the right thing you havent message him to ask if he still at the same address now you sent a check to an address we are no longer at . 

   

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

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

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Correct and my husband has contacted yall and still havent gotten a respond were can he go to take legal actions at this point 

   

   

   

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

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

  

  Business Response

  Date: 08/16/2022

  Dear ******** 
  
  We have received your correspondence filed with the BBB on August 16, 2022. Please note we take matters of customer service seriously. 
  
  Based on the matter you have raised, we understand you are inquiring about funds that were sent to your husbands account here at Lili. As we communicated in our last response, while we are unable to share any information as you are not the account holder of that account, please note that the remaining funds of that account was returned via refund check to the address on file. Unfortunately, there is no further information we can provide.

  If you have any questions and/or concerns, please contact Lili directly. 
  
  Thank you. 
  
  Sincerely
  The Lili Compliance Team 

• Initial Complaint

  Date:08/01/2022

  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.

  I had filed unauthorized transactioa d thns totaling close to a thousand dollar to a merchant I have no business with. When reaching into to said merchant they could not help me since I am not the account owner of said account. Stil lili denied my dispute and refused my appeal. They told me to get evidence to reopen my case. I asked if they matched the my name around to said account and was giving the cold shoulder. Please help

  

  Business Response

  Date: 08/01/2022

  Dear ***********************, 

  We have received your correspondence filed with the BBB on August 1, 2022. Please note we take matters of customer service seriously. 

  In order to appeal the recent dispute decision where a formal "No Error found" determination was made, you will need to submit new evidence not already used in the dispute investigation. 
  
  This means any additional document and/or evidence not previously submitted upon filing the initial dispute in an effort to reopen the dispute claim investigation. This could include receipts, contracts, police reports, etc.  
  
  It is important to note, though you may appeal there is no guarantee the decision will change. 
  
  Thank you. 

  Best, 

  The Lili Compliance Team