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:02/20/2025

  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 completed the requirements for the $300 bonus, including holding $5,000 for the required time and completing 5 debit card transactions. However, I have not received the bonus even though I was supposed to over a week ago. I have tried emailing about this issue and calling, but the representatives have not helped me.

  

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  Re: Better Business Bureau (BBB) ************************************************************ (****) is writing to respond to your BBB complaint of February 21, 2024. ****, a financial technology company, and its sponsor bank, *************, N.A. (Sunrise), take your concerns very seriously and respond to the issues raised in your complaint below.
  
  In your complaint, you explain that you met all the requirements to qualify for the $300 sign-up bonus but have not received it. You expected to have received it already, but it was not resolved when you contacted **** about it. 
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On November 29, 2024, you opened a **** business deposit account as a sole proprietor customer. On December 2, 2024, you initiated an ACH transfer of $5,000 from your external account to your **** ******** and on the following day, you initiated another ACH transfer of $20. On December 14, 2024, you initiated five debit card purchases totaling $19.04, all made at a Target store in ******, ***********
  
  Between February 11 and 20, 2024, you contacted **** customer support multiple times inquiring about the promotional bonus. The customer service agents escalated your issue for further review. 
  
  On February 24, 2025, the $300 bonus was applied to your account. 
  
  We hope this explanation is helpful and look forward to serving your business.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:01/31/2025

  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.

  ********* is by far the worst banking experience I have ever encountered. This company is a complete joke. They failed to properly investigate fraudulent activity on my account, leaving me with financial damages that I will now have to recover through legal action.Despite multiple attempts to resolve this issue, **** showed no accountability or concern for their customers financial security. Their refusal to properly investigate or reimburse fraudulent charges demonstrates complete incompetence.I strongly advise anyone considering **** to stay far away. There are much better, more reliable banking options available. I will be pursuing legal action to recover every dollar owed to me. This is the most unprofessional, dishonest company *** ever dealt with.**** needs to be held accountable for these unacceptable practices and should not continue to operate in this manner.

  

  Business Response

  Date: 02/14/2025

  February 14, 2024
  
  Re: Better Business Bureau (BBB) ********************************************************************* (****) is writing to respond to your BBB complaint of January 31, 2025. **** 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 expressed frustration and believe **** did not properly investigate your disputes, which resulted in financial damages. You contacted **** multiple times to resolve your issue, but you feel **** refused to properly investigate your claim or reimburse you for the fraudulent transactions. 
  
  Based on the little information in your complaint, we do not know which dispute you are referencing, since you filed an unusually high number of claims since your account was opened about four months ago. Specifically, you have filed seven disputes related to 17 transactions totaling $2,760.96. Given your lack of specificity, we discuss each dispute below:
  
  Dispute #1 (Claim ID *************:
  On November 24, 2024, you contacted **** customer support to dispute three transactions totaling $861.61. You explained that you lost your card while shopping on November 22, 2024, and did not authorize the charges. You informed the agent that the purchases made at ******************, ******** Jewelers, and ***** Assembly Row were unauthorized. Your dispute was filed on November 27, 2024, and a confirmation email was sent to you. Your card was canceled as a fraud prevention measure, and a new one was issued. 
  
  The following day, you learned that your claim was denied. The investigator believed you were aware of the disputed transactions since you frequently accessed your account, continued to fund it, and repeatedly froze and unfroze your debit card. Additionally, the dispute analyst noted that the disputed purchases were card-present transactions that overlapped with undisputed charges, which were also card-present transactions, meaning the card was in the possession of the user for both the disputed and undisputed charges during this timeframe. 
  
  On November 29, 2024, our dispute team provided you with a copy of the documents we used to determine the outcome. On the same day, you appealed and provided a copy of the receipt from ******** Jewelers, which you explained did not match your name or signature. The receipt is odd for a few reasons. First, it lists the charge as a Mastercard charge (spelled incorrectly on the receipt) and, second, it lists a different customer. We question whether this was the correct receipt for the charge. On December 9, 2025, you were informed that your appeal was denied.
  
  Dispute #2/3 (Claim IDs ************ & ************)
  On December 3, 2024, you contacted **** customer support to dispute three transactions totaling $317.14 with *****, ********, and ********. You explained that the charges from ***** and ******** were related to canceled subscriptions. On December 11, 2024, two claims were filed - one for the ***** and ******** charges and another for *********
  
  On December 12, 2024, for your ***** and ******** subscription claims, our dispute analyst requested additional information to support your claim that you canceled your subscriptions, and you responded with documentation on December 24, 2024. On December 26, 2024, you were informed that your dispute was denied. The dispute analyst received and accepted the merchants evidence. ***** and ******** submitted documentation that included a transaction receipt showing acceptance of the terms and conditions, stating that the membership was not canceled. Additionally, the supporting documentation you provided did not specify the cancellation date for either membership.
  
  You requested an appeal and were informed on December 27, 2025, that the initial decision was upheld. The dispute analyst noted that no new information or documentation was provided to support your appeal.
  
  You were informed that your dispute concerning ******** was resolved in your favor on December 31, 2024, and a credit of $49.99 was applied to your account on the same day.
  
  Disputes #4/5 (Claim IDs ************ and ************)
  On January 6, 2025, you emailed **** to dispute two charges: one from ***********, totaling $668.68, and another from Appcessories Electronics for $169. You explained that *********** was for an ****** rental, from which you could not access the apartment. You attempted to resolve the issue with the merchant but to no avail. Regarding Appcessories Electronics, you stated that you were charged $170 when the correct charge should have only been $1. Due to the timing of the transactions, two separate disputes were filed on January 9, 2025.
  
  On January 16, you were informed that your dispute with *********** was denied. The merchant provided a copy of the transaction receipt, indicating that the services had been rendered. Additionally, the merchants terms and conditions specified that the transaction was nonrefundable. On January 20, 2025, we supplied you with copies of the documents we used for your dispute. On January 23, 2024, you appealed and were notified the same day that the appeal was denied.
  
  On January 10, 2025, our dispute team requested additional information, such as a receipt or credit voucher, to verify the correct amount you should have been billed for the Appcessories Electronics dispute. However, you did not respond to our request. On February 3, 2025, you were informed that the dispute was declined after we reviewed the merchant's supporting documentation and explanation. The merchant provided a sales slip showing the transaction amount, date, and the last four digits of the card used, which matched our records. Additionally, a further review of the Appcessories Electronics website revealed that they offered electronic products and cell phone repair services but did not list any products or services priced at $1.00. 
  
  Disputes #5/6 (Claim IDs ************ and ************)
  On January 29, 2024, you notified **** of eight unauthorized transactions totaling $494.53 associated with your allegedly lost card on November 22, 2023. These purchases were made at retailers including **** ******, Business *************, **** ***** **** *** ******* *** ***** *** ******** ****** **** ******** and ********* **** ***** We question not only the timing of these disputes but also their validity, since you claim to have lost your card on November 22, 2024, yet these transactions all took place before that date when the card was in your possession. 
  
  For example, you claim to have lost your card on November 22, 2024, yet you are disputing a charge at ******* on November 8, ************************************************* your possession (since we have no evidence that your card was lost or stolen at that time). 
  
  Moreover, you made a charge at ****** ****** ***** on November 9, 2024 at 7:47 pm with your card (a charge which is not disputed) and then two other charges later that evening at *** ******** *** at 10:11 pm, and at the Harp at 11:13 pm, both of which you contest. 
  
  The next day, on November 10, 2024, you made a card present charge at **** ** ****** *** at 11:03 pm (contested charge), and on November 11, 2024, you made a card present charge at ******** at 10:24 pm, which you did not contest. It is hard for us to reconcile the card present charges during this timeframe, since you dispute some of them, but not others.
  
  Additionally, our terms provide that you acknowledge that you have **************************************************************************************************** unauthorized transactions related to transactions on the statement. Your claim of eight unauthorized transactions was well beyond thirty days from the date of the October and November statements in which the transactions appeared. 
  
  Nevertheless, the dispute is still under investigation, and we typically resolve disputes within 45 days of the filing of the dispute.
  
  Dispute #7 (Claim ID *************
  On January 29, 2024, you contacted **** regarding an additional dispute related to a $250 ACH transfer to Wealthfront. This dispute is also under investigation.

  We hope this explanation regarding your disputes is helpful.
  
  Kind regards,
  
  **** Compliance

  
  
  

  Customer Answer

  Date: 02/26/2025

  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:

  Lili, this is a blatant lie. I have uploaded the receipt, which matches the card number and time of charge. Also, ********** is not misspelled. Now, we question your reasoning ability 

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

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

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a business act with ****, I had a dd sent to my **** act and jan 12 2025 starting at 12:50pm charges from random targets in ******** was initiated from my act. There were six charges made from 12:50pm to 6:12pm. I called **** and filled a dispute, was told by *** there's been activity of people using credit card machines to retain people personal info. I called **** at 1:40 pm to check my dispute and was told that the charges made are valid. Problem is **** know these charges are fraudulent i never in my life been to any of these places and at my job have numerous cameras/video of me at work in another state. **** is untrustworthy and will not ***lace funds or even thoroughly investigate identity fraud. I thought the company was great at first but if they can't handle a obviously security issue like this with honesty and refunding what was illegally taken from my act, they can't be trusted as a company. I recently started a trucking company where thousands would potentially be going into this account but due to the dishonesty I will be taking my business elsewhere. Also will be filling a police ***ort and a complaint to the ***. Due to similar issues like this that I read **** will most likely close my act to hide from any wrong doing. I hate to get a consumer fraud lawyer involved with something so obvious or contact the attorney generals office but this company has left a sour taste in my mouth and truly disappointed. Also their responses to customer concerns like this involving their money is nasty and concerning as a company. The amount taken from me added up to be ****** and although not thousands I will go the distance off principle. Next stop CFPB, all I want is my money returned to me that's it that's all.

  

  Business Response

  Date: 02/13/2025

  February 13, 2024
  
  Re: Better Business Bureau (BBB) *************************************************************** (****) is writing to respond to your BBB complaint of January 30, 2025. **** 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 explain that after transferring funds into your **** business account, you noticed six unauthorized transactions from various sources in ********. You reached out to **** customer support to file a dispute. Later, you called **** to check on the status of your dispute and were informed that it had not been resolved in your favor. You expressed dissatisfaction with the outcome of the dispute, believing that **** did not conduct a proper investigation. You clarified that you had never visited any of the target locations in ******** and worked in another state when the transactions occurred.
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On January 8, 2024, you received an ACH deposit from Cellular Sales for $2,125.88.
  
  On January 12, 2025, you emailed our customer support regarding six unauthorized debit card purchases totaling $580.03 at various ****** locations in ********. You confirmed that your card was neither lost nor stolen and that you have never visited those locations. The agent informed you that pending transactions must be settled before a dispute can be submitted.
  
  Your dispute was filed on January 13, 2025, for six transactions totaling $580.03 at various Target stores in **********, **********, *************, *****, and ***********, ********. That same day, you received a confirmatory email notifying you that a dispute was filed. Additionally, your debit card was canceled as a fraud prevention measure, and a new one was sent to you. 
  
  On January 16, 2025, you were informed that your dispute was denied. 
  
  On January 28, 2025, you called **** customer support to appeal. The agent informed you that to file an appeal, you would need to provide new evidence that was not previously used in the dispute investigation.
  
  Following your call to **** customer support on February 7, 2025, regarding the submission process for your appeal documentation, a representative reached out via email to request that you provide the necessary supporting evidence by replying directly to that email.
  
  We havent heard from you since our last communication. **** conducted a supplementary review of your dispute, which revealed that on January 12, 2025, you logged into your account using the ****************** at 10:13 PM ET from **********, ********, where one of the disputed transactions originated. This login event contradicts your claim that you never visited any cities where the disputed transactions took place. Furthermore, the other disputed transactions are all within a 20-mile radius of each other. 
  
  **** believes that you authorized these transactions since you were placed in **********, ********, and did not claim that your account or login credentials were compromised. 
  
  If you still wish to appeal our decision, we are happy to consider new information. Please respond to our email of February 7, 2025, with the documentation you would like to use as evidence for your appeal. 
  
  Kind regards,
  **** Compliance
  

  Customer Answer

  Date: 02/13/2025

  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:

  [Your Answer Here]

   Such i lie i work in madison *** yes at cellular sales and was at work when these transactions happen. You're just making up anything now. I will sue your company and use this as evidence of u lying on my name. My business has video cameras of me at work the whole day also I have children i pick up after work that is also on video. Your company do this to anyone disputing fraud such a shame 

   

   

   

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

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

  

  Business Response

  Date: 02/26/2025

  February 26, 2024
  
  Re: Better Business Bureau (BBB) ********************************************* are writing in response to your January 30, 2025, reply to our response to your BBB complaint. Your account was held with our prior sponsor bank, ********************** (****************), before migrating to *************, N.A. (Sunrise). We are responding on behalf of **************************, and Sunrise.
  
  In your reply, you explain that you were at work in *******, ********* when the unauthorized transactions occurred. You threaten to sue ****, believing us to be dishonest. You mentioned that your company has cameras and should have a video recording of you at work. You also offered to provide us with your timecard for the dates in question.
  
  We summarize the dispute below:
  
  You disputed six Target Store debit card charges that took place on January 12 and 13, 2025.
  
  On February 11, 2025, you provided us with a police report that you filed with the ************************* as evidence for your appeal of the denial of the disputed charges. You also provided a screenshot of your schedule on January 12, 2025. 
  
  Your appeal was filed on February 12, 2025; however, it was denied. We retain a record of every login to our customer accounts. Our records show that you or someone else (perhaps an acquaintance) logged into your account on January 12, 2025, at 10:13 PM ET from **********, ******** (IP ***************), a location close in proximity to the Target Stores where the disputed charges were made. Since we require confidential personal credentials to log into a customer account, we believe that you logged in using your credentials. Other than the charges, you have presented no evidence that your login credentials were compromised. 
  
  The login places you in the area where the disputed transactions occurred and seemingly contradicts your statements that you never visited any cities where these transactions took place. Nevertheless, if you can provide us with a copy of your official timecard from your employer showing that you were at work in ********* on the dates in question, we will credit your account in the amount of $580.03 to resolve this dispute.
  
  Kind regards,
  
  **** Compliance
  

• Initial Complaint

  Date:01/27/2025

  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.

  Ive had this account for over 6 months and really hadnt done anything with it as I was trying to get my business off the ground. Never was charged a fee, ever. I transferred $40 over a week ago as they held onto it for as long as they possibly could. I was at a time I really needed access to MY money, only to see this morning it finally posted to my balance. EXCEPT, I was also charged $35 for banking fees! SERIOUSLY!! This is a crooked bank. Stay clear of them! They are corrupted as they come! Please heed my warning, theres a plethora of other banks much better than these thieves!!!

  

  Business Response

  Date: 02/10/2025

   February 10, 2024
  
  Re: Better Business Bureau  (BBB) ************************************************************** (****) is writing to respond to your BBB complaint of January 27, 2025. **** 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 explain that you opened a **** business account over six months ago and have not used it. You expressed frustration after being charged a fee of $35.00, especially since you were not charged previously. 
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  You selected a **** ***** plan and opened a **** account on June 9, 2024, in the name of ******************* 
  
  Your account had minimal activity between June 9, 2024, and January 22, 2025, including a $25 ACH deposit from a linked external account and nine debit card transactions. On January 23, 2025, you transferred $40 from your linked external account; on the same day, your account was charged a monthly service fee of $35.
   
  When you applied for a **** business account, you selected the **** ***** Plan, which has a monthly fee of $35. The monthly plan fee was not collected before January 23, 2025, because your account did not have enough funds to cover the fee. 
  
  The $35 fee that was collected from your account was done so in accordance with your account agreement and the plan you selected. If you wish to pay a lower fee, you can downgrade to our Pro plan, and if you wish to pay no fee, you can downgrade to our basic plan. Of course, the features we offer are commensurate with the plan you select. If you are not taking advantage of the Smart plan features, we do recommend that you downgrade your plan by contacting our official support center at **********************. 
  
  We hope this explanation was helpful, and we wish you the best with your business.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:12/17/2024

  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.

  They closed my account cause I bought cryptocurrency

  

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Re: Better Business Bureau (BBB) ************************************************************* (****) is writing in response to your BBB complaint dated December 17, 2024. Your account was held with our prior sponsor bank, ********************** (****************), before migrating to *************, N.A. (Sunrise). We are responding on behalf of **************************, and Sunrise.
  
  In your complaint, you state that you believe your **** business deposit account was closed due to cryptocurrency purchases. We understand that you may be seeking a specific reason for the closure of your account. Unfortunately, we can only inform you that your business account exceeded our risk tolerance. You were notified of this decision on December 9, 2024.
  
  The following day, you contacted **** customer support to inform us that you were expecting a refund and that the merchant would not release your funds to any other account. In response, **** complied with your request and accepted two deposits from ***********, totaling $50. After your refunds were deposited into your account, **** issued a check for your remaining balance of $51.71 on December 18, 2024, and sent the remaining balance to your registered address. If you have not received it already, you will receive the check shortly.
  
  We wish you the best in finding a financial services provider for your business needs.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:12/17/2024

  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.

  Im suppose to be receiving *** to my account that Ive been using all year for the same company to get my payments from, and they changed the *** at some point?!?!? I now have a transaction denied 3 times from them via email but the ************** says it was completed! It is not in my account I have a trace number and everything.

  

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  Re: Better Business Bureau (BBB) ************************************************************ (****) is writing in response to your BBB complaint dated December 17, 2024. Your account was held with our prior sponsor bank, ********************** (****************), before migrating to *************, N.A. (Sunrise). We are responding on behalf of **************************, and Sunrise.
  
  In your complaint, you state that a $65.00 ACH deposit to your **** ******* was rejected three times, but the merchant has informed you that the payment was completed.
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On December 13, 2024, you contacted **** customer support to inquire about an ACH deposit of $64.58 from Twitch. Our agent informed you that the deposit was returned to the originator because it was sent using ****s old routing number, which is associated with ***************** not Sunrise.
  
  Before the transfer of **** accounts from **************** to *******, customers received several email notifications about the change. The first and second notices were sent to all customers on September 9 and 27, 2024. A third notice was sent by email, text message, and in-app popup on October 8, 2024. We used multiple communication methods to ensure customers were aware that their routing numbers would change.
  
  These notifications provided important information about the transition, including the transition date, what to expect after the migration, and the necessary actions for ***** customers, such as notifying payors of the new routing number.
  
  We can confirm that your deposit was returned to the originator because the merchant used the routing number of our prior sponsor bank, ****************, not our current sponsor bank, *******. Please notify the merchant of the new routing number to ensure your deposits are processed correctly.
  
  Kind regards,
  **** Compliance

• Initial Complaint

  Date:12/05/2024

  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 have been a user of the Lili ********* platform for several years beginning in 2022 and on December 3, 2024 my account was closed with no explanation. I received several repeat emails with support ticket numbers saying that my request was received and because of my request my bank account was reviewed and closed but I never contacted support or had any issues with my account. I reached out to support because I thought that the emails were fraudulent but it turned out that my account was in fact closed and when I asked why I was directed to section 1.3 of the terms which is basically just a generic catch all statement that doesnt actually answer the questions as to what occurred. I had approximately $370 in that account and had been able to initiate an outgoing transfer prior to finding out my account was closed but **** didnt let the transfer go through so now I have to rely on them actually sending a check. I would like my funds as quickly as possible as well as a legitimate explanation as to what happened with my account because on my end I didnt have any complaint or issues. Reading through some of the complaints listed on BBB it appears as most often accounts were closed because of false disputed transactions, returned checks, chargebacks etc but I didnt have anything like that with my account so Im genuinely confused and dont appreciate the generic response from Premium Customer support. I paid $55 per month for several years and to have an account terminated for no reason is terrible customer service. Please refund my last 2.5 years of $55 payments which equals $1650.

  

  Business Response

  Date: 12/18/2024

  December 18, 2024
  
  Re: Better Business Bureau (BBB) *************************************************************** (****) is writing in response to your BBB complaint dated December 5, 2024. ********************** (****************) was the sponsor bank and debit card issuer for your account, and **** acted as program manager. We are responding on behalf of **************** and Lili.
  
  In your complaint, you explained that you were a tenured ********* but you were abruptly notified that your account had been closed. You contacted **** customer support to inquire about the reason for the closure, and you were directed to section 1.3 of Lilis Terms and Conditions. You explained that you had initiated an account transfer for approximately $370 before the account closed, but ultimately the transfer was canceled. You expressed frustration with the lack of customer support since no reason was provided for the closure, and now you have to wait to receive your remaining funds. You explained you had been paying $55 per month for several years as a Lili ******* account member, and you are requesting a refund of all the monthly fees you have paid, which you calculated to be $1,650.
  
  Regarding your monthly service fee, you opened an account with **** as a Pro customer in January 2022. ****** Smart and ******* account plans were first introduced in April 2023. During our promotional marketing campaign, your account plan was upgraded from Pro to Smart on April 17, 2023. On June 12, 2023, you upgraded your plan from Smart to *******. As a Lili ********* you have paid $838.42 in monthly service fees.
  
  We understand you would like a specific reason for the closure of your account. Unfortunately, we can only tell you that your account exceeded our risk tolerance. You were notified of our decision on December 2, 2024, and, at the time of closure, your account had an available balance of $352.74. We expect that you have now received your funds or you will receive them within the next few days. As for the plan fees, we are unable to reimburse them because you had use of the account and your plan features during the term of the account.
  
  We wish you the best in finding a financial services provider for your business needs.
  
  Kind regards,
  Lili Compliance

• Initial Complaint

  Date:12/03/2024

  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.

  12/02/2024 Hello my name is ******* ******* I am wanting to file a complaint with the BBB in regards to ********* company and Unauthorized-Charges the Unauthorized Charges I wanted to dispute are as Follows: November 27th 2024 $20.66 / Hulu November 27th 2024 $11.96 / Prime video channels December 1st 2024 $7.62 / WPlus Inhome Bentonville Subtotal: $40.24 Cents owed back to me,... I am also providing photo proof of the Unauthorized charges in this complaint as well thank you all for your help and time,...******* ******* Cell:************

  

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  Re: Better Business Bureau (BBB) ************************************************************** (****) is writing to respond to your BBB complaint dated December 3, 2024. Your account was held with our prior sponsor bank, ********************** (****************), before migrating to *************, N.A. (Sunrise). We are responding on behalf of **************************, and Sunrise.
  
  In your complaint, you explained that your account had three unauthorized charges to ****, Amazon Prime, and WPlus Inhome, totaling $40.24. You provided screenshots of your account history as proof of the charges. 
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On December 2, 2024, you emailed **** customer support to file a dispute for three charges: a $20.66 charge to Hulu, a $11.96 charge to Amazon Prime Video, and a $7.62 charge to WPlus Inhome. The customer support agent replied to your email requesting additional information, such as the reason for the dispute. You informed **** that the charges were not authorized, that you never heard of Prime Video or WPlus Inhome, and that **** should have never charged you a recurring subscription fee. You mentioned that you signed up for a 30-day free trial, but they should not have charged your account after the trial.
  
  On December 3, 2024, Lilis dispute team sent you a confirmatory email stating that your dispute was filed and informing you that our investigation could take up to 90 days to complete. Additionally, **** issued you a new debit card on the same day due to the dispute.
  
  On December 15 and 16, 2024, you contacted **** to request an update. We notified you that the dispute is ongoing. Once the dispute is resolved, we will contact you to inform you of the outcome.
  
  Kind regards,
  **** Compliance
  

  Customer Answer

  Date: 01/10/2025

  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:

  [Your Answer Here]

   12/29/2024
  
  As Iv explained to ****** threw **** bank in my Yahoo email,.... 
  
  If Lili  **** does not give me a response/ answer for the Unauthorized Charges by January  17th 2025,...and refund me a credit of: $40.24 Then I will be reporting Lili ******* to: The ************************************ for ****-Fraud because according to there website its not Legal for any bank in the *** to make someone wait 3 months for Unauthorized-Charges,.....
  
  According to: The ************************************ no bank in the *********************** is supposed to wait over 45 Busniess days for Unauthorized charges to there Checking accounts,... With ****s 
  
  I have a checking account with **** Not a Business account and if I do have a Business account thats something I dont know about and should not be happening,... 
  
  ******************************************************************************************************************************************************************************************************************************************************************************************
  
  So Either way, But Just know if I you all don't respond to things by January 17th 2025,... then I will be reporting Lili **** to higher authorities,....
  
  Sincerely,....
  
  ******* ******* 
  
  

   

   

   

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

  
  
  
  
  
  
   
  

  

  Business Response

  Date: 01/30/2025

  Dear *** ************************************ (****) is writing to respond to your BBB complaint of December 3, 2024. **** 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 stated that you have a checking account with ****, not a business account, and, if true, you were unaware that your account was a business account.
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  As of December 15, 2022, **** transitioned to supporting only business accounts, and an email was sent to all customers on November 15, 2022, to notify them of this decision. **** allowed customers to opt out of this change. However, if a customer continued to use their **** account after December 15, 2022, the account was contractually a business deposit account. You did not opt out and, therefore, your account was transferred to a business account.
  
  Regarding your initial issue regarding three disputed debit card charges, we are pleased to inform you that they were found in your favor. On January 27, 2025, you received partial credit of $32.62, and on January 28, 2025, you received a final credit of $7.62. We sent a confirmation email informing you that all three disputed transactions were resolved in your favor, and the funds were applied to your account.
  
  Since you have indicated to us that you believed your account was a consumer checking account, not a business account,we suggest that you open a new consumer checking account with another financial services provider. To give you time to transfer your remaining balance, we will not close your account until March 1, 2025. At that time, we will terminate our relationship with you.
  
  We wish you all the best in finding a financial services provider for your banking needs.
  
  Kind regards,
  **** Compliance

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  

  ** **** **** was able to do, everything I requested for them to do so I am asking the BBB to please close down this initial complaint please, thanks you **

  
  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:10/30/2024

  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.

  Made payment to *** for services. Initial payment says processing. After initial payment *** tried to do 2 more payments that were declined. *** says they have no record of payment but shows via banking app. Had **** from both *** and **** on conference call to resolve issue but because *** shows no record of payment both **** say there is no action can be taken. Funds were verified to be in account during initial transation. Basically a waiting game until the initial funds show up somewhere to either be released back into may account or to *** which can take 3-5 days. Now I officially have no services and without the funds initially taken until this is resolved. This has put a stop to any business that needs internet access. Unacceptable. ********* is being filed against both parties.

  

  Business Response

  Date: 11/13/2024

  November 13, 2024
  
  Re: Better Business Bureau (BBB) ************************************************************* (****) is writing in response to your October 30, 2024, BBB complaint. Your account is held with our sponsor bank, *************, N.A. (Sunrise). **** serves as program manager, so we are responding on behalf of **** and Sunrise.
  
  In your complaint, you explained that you made multiple payments to ****, one of which was processed, and the other two were declined. You initiated a three-way call with **** and **** to resolve the issues, during which the merchant explained they had no record of the payment and no action was taken. You requested **** to provide compensation due to the payment affecting your business. 
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On October 29, 2024, **** sent **** a **** Authorization to deduct $169.99 from your account. Following our standard procedure, **** set aside those funds subject to a final settlement instruction from ****. Since **** did not send **** a final settlement instruction, the initial authorization expired on November 7, 2024. Again, following our normal procedure, **** reapplied the $169.99 to your available balance. 
  
  On October 29, 2024, you reached out to **** to check on the status of your **** payment. You explained to the **** customer support agent that your transaction appears as pending in the Lili app, but you received two notifications stating that your payment was declined due to insufficient funds. The agent informed you that your payment is currently being processed and that they are waiting for **** to accept it. 
  
  You then initiated a three-way call with **** to discuss the issue with the merchant. However, the **** representative could not find any record indicating that the payment had been processed. The **** representative requested an email confirmation from ****, stating that the funds had not been received or that the pending transaction had been declined so they could release the funds and resolve your issue. Unfortunately, the **** representative mentioned that they could not provide any information from their end. As a result, we advised you that the transaction would need to expire or fall off before we could release the funds.
  
  In summary, our records indicate that  **** submitted a **** Authorization for $169.99 on October 29, 2024 (we would be happy to provide you with the authorization ID upon your request, but rest assured we have a record from **** of the authorization request from ****). A **** authorization is an electronic request from the merchant to the financial institution to confirm the customer has sufficient funds to cover a specific charge. As with other financial institutions, **** deducts the amount of the authorization from the available balance so the funds are available when the merchant submits the final invoice for settlement. Typically, the authorization is reversed when the merchant submits the final invoice, and the payment is processed. On occasion, a merchant does not submit a final invoice so the authorization expires and the funds are re-applied to the customers account. Such was the case here.
  
  We sincerely apologize for any inconvenience this issue may have caused. We hope that the explanation is helpful.
  
  Kind regards,
  **** Compliance
  

• Initial Complaint

  Date:10/17/2024

  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.

  On 10/07/2024 & 10/10/2024, I noticed the following transactions that I did not authorize:************* #*** ***** $106.95 10/10/2024 ************* #*** ***** $320.85 10/07/2024 ************* #*** ***** $506.95 10/07/2024 ************* #*** ***** $506.95 10/07/2024 ************* #*** ***** $506.95 10/07/2024 ************* #*** ***** $506.95 10/07/2024 ************* #*** ***** $506.95 10/10/2024 ************* #*** ***** $506.95 10/10/2024 ************* #*** ***** $506.95 10/10/2024 OVER $4000 SCAMMED AND NOT A SINGLE DIME REFUNDED AS OF 10.16.2024 These charges are not only unauthorized but also unacceptable. I demand that you investigate this matter immediately and reverse these charges. It is your responsibility to protect my account from fraudulent activity, and your failure to do so is unacceptable. I am prepared to take legal action and report this incident to the relevant consumer protection agencies. I will not tolerate any further delay or inaction on your part.I expect prompt confirmation of the steps you are taking to resolve this dispute. My patience is limited, and I urge you to treat this matter with the urgency it deserves.ON BOTH DISPUTES THE COMPANY REFUSED ANY REFUNDS AND STATED I AUTHORIZED ALL PURCHASES WITHOUT ANY ********* state you investigated this matter thoroughly but have not provided proof of said statement.Where was the charge made? How was the charge made? What goods were purchased? Did you contact the merchant directly and have video evidence of me Purchasing these goods?Did you request a receipt from the Merchant? All transactions can be tracked.

  

  Business Response

  Date: 10/31/2024

  October 31, 2024
  
  Re: Better Business Bureau (BBB) complaint
  
  Dear *** ********************************* (****) is writing in response to your October 17, 2024, BBB complaint. Your account was held with our prior sponsor bank, ********************** (****************), prior to the migration to Sunrise, so we are responding on behalf of **********************, and Sunrise.
  
  In your complaint, you contacted **** to report unauthorized transactions of over $4,000. You explained that you filed two disputes, which were denied, and you requested that **** provide proof you authorized the charges. You state that **** has failed to safeguard your account from fraudulent activity and request an explanation of how we will resolve the disputes in your favor.
  
  We have reviewed your account in light of your complaint and summarize the issue below:
  
  On October 10, 2024, you contacted **** customer support regarding nine alleged unauthorized transactions totaling $3,976.45 that were made at two different Fry's Food and Drug stores in ***** and *******, *******. The customer service representative informed you that a dispute would be filed for five of the nine transactions, amounting to $2,348.65. Since the remaining four transactions were still pending, the agent requested that you contact us once the remaining transactions settled.
  
  As a fraud prevention measure, the card you had in your possession was canceled that same day, and a new card was issued and sent to you.
  
  On October 15, 2024:
  A dispute was filed for your four remaining transactions totaling $1,627.80.
  You were notified that the dispute you filed on October 10, 2024, was denied. The dispute investigator determined that you had frequent authenticated access to view your account activity, and the merchant received complete and valid authorization for the transaction.
  
  On the same day, you reached out to **** customer support to file an appeal regarding the recent dispute decision. The customer support agent informed you that you needed to provide new evidence that had not been previously considered in the dispute investigation. For your appeal, you submitted a written statement detailing the fraud, along with a voice recording of your phone conversation with the merchant.
  
  Following your call, a **** operations analyst contacted you and informed you that we could not accept the supporting documentation as evidence for your appeal. 
  On October 18, 2024, a **** operations analyst contacted you to request additional information and ask for a callback time. You responded to the request and asked **** to contact you at 2 p.m. that day. 
  
  During your call with ****, you explained that someone pretending to be a **** representative contacted you about activity in your account. During this call with the impersonator, you mistakenly provided them with your multi-factor authentication (MFA) code. Although you were responsible for providing confidential information to the fraudster, **** offered you a courtesy settlement of $2,400 to resolve both disputes, which you accepted.
  
  On October 21, 2024, Lili applied a credit of $2,400.00 to your account.
  
  Please be very careful with information about your **** ******** or any financial account. Fraudsters know that people are busy and they try to trick them into revealing confidential information. Unless you call **** directly and we are authenticating you by phone, **** will never solicit confidential information from you by email, text, phone or other means. When in doubt, please contact us at our official support email, which is **********************.
  
  Additionally, you should take steps to protect your privacy and identity, and we recommend the following: 
  
  You may obtain a copy of your credit reports from each of the major national credit reporting agencies for free each year at **********************.  We suggest that you order copies of your reports from the major bureaus and review them to ensure there is no other suspicious activity.  You can contact the national credit bureaus and place fraud alerts on your reports with the various credit bureaus and may be able to block unapproved use of your credit information.
  
  Visit the *** ***************** website.  This site provides helpful information on how to prevent potential damage when you have been a victim of ID Theft. This site provides:
  ************* contact links and phone numbers
  Sample letters
  Warning signs related to ID Theft
  Information on building a recovery plan
  Links to community resources on ID Theft prevention and how to protect your identity
  
  The FDIC provides a helpful booklet regarding ID Theft, When Bad Things Happen to Your Good Name.  We recommend you take some time to review it. *******************************************************;
  
  Thank you for choosing **** as your financial service provider for your business needs.
  
  Kind regards,
  **** Compliance