Complaints
This profile includes complaints for Lili App Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 230 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 7th 2024 Lili Bank allowed my account to be hacked for over $4000 My small company's funds have been completely wiped out.I contacted them on June 7th and was told by automation that is have to wait until Monday to report.I was able to freeze my card and report stolen through app. BUT, it's a separate number to dispute the transactions. After waiting ************************************************************* line. I finally hung up and called back and waited as 5thin line.14 transactions were allowed and took my whole account while this bank did nothing to prevent.Now they want me to wait up to 90 days to return my money. UNACCEPTABLE ********* needs to be held responsible for their lack of security that allowed my business to be wiped out in their care.I want my money returned for all 14 transactions immediately.
Business Response
Date: 06/25/2024
Re: ********************************* to Better Business Bureau (BBB)
Dear *********************************:
Lili App Inc. (Lili) is writing in response to your complaint to the Better Business Bureau (BBB) of June 10, 2024, which was forwarded to Lili by its sponsor bank, ********************** ******************* We understand that this situation has been distressing for you, and we want to assure you that we take customer service and regulatory compliance matters very seriously.
In your complaint, you expressed frustration with the service, stating that Lili allowed more than $4,000 of unauthorized transactions in your account. You contacted Lili on June 7, 2024, and were informed through an automated message that you would have to wait until Monday to report your issue. You explained that you froze your card through our app; however, when you reported it stolen through the app, you needed to contact a separate number to file a dispute.
After contacting Lili, you waited 15 minutes to be able to report the unauthorized transactions, and you were notified that you had to wait up to 90 days for the dispute to be resolved. You state that Lili did nothing to prevent the fraudulent transactions, and Lili should be held responsible for our lack of security.
Lili has reviewed your account history in light of your complaint and provides the following summary:
You opened a Lili account on March 13, 2023. On Friday, June 7, 2024, you attempted to contact Lili at 8:07 pm, which was after our working hours.
On June 8, 2024, you sent an email to Lili, stating that you wanted to dispute all transactions except one conducted on June 7, 2024. A customer service representative responded to your request on the same day and asked for additional information about your claim, including the name of the merchant, date, and amount for each transaction. In response, you explained that you preferred not to discuss the disputed transactions over email. The agent then requested that you contact the customer service department between Monday and Friday, from 9:00 AM to 7:00 PM.
On June 10, 2024, you called Lili to report 13 unauthorized transactions at Smile.One and Salla Volcanstore, totaling $4,207.48. Lili submitted two disputes, one for $713.30 based on the Smile.One transactions and another for $3,494.18 based on the Salla Volcanstore transactions.
On June 14, 2023, you contacted Lili and threatened to report us to the BBB and various agencies if we did not address your concerns. A customer support agent responded to your inquiry and explained that our dispute team was investigating your claim.
We apologize for the delay, but we will contact you with an update as soon as possible. We understand that this matter has been frustrating for you, and likely worrisome, but we are committed to working as quickly as possible towards a resolution.
Best Regards,
Lili Compliance TeamInitial Complaint
Date:06/04/2024
Type: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.
Date of transaction : February 22nd , 2024 Amount of money I paid : $323.00 This atm machine did not dispense my cash but gave me a receipt and still took the funds out of my account. I could not report this to anyone because it is an ATM machine located in a parking lot with no one to contact the problem to. Me & a few others were also frustrated & upset that we did not receive our money.Business Response
Date: 06/06/2024
Dear **********************:
We are in receipt of your latest complaint to the BBB, which appears to be an exact duplicate of your prior complaint of April 14, 2024.. We have attached and are incorporating by this reference our prior response, which has not changed. We are still waiting on a response from the *** operator, and we expect a response by July 18, 2024, as we noted in the attached response.
Sincerely, Lili Compliance
We are writing in response to your complaint of April 23, 2024, to the Better Business Bureau concerning certain debit card transaction disputes in your Lili account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your complaint.
According to your complaint, you filed a dispute for funds that were not received after using an ***. Since the *** was not in a bank, you state you were unable to alert bank staff of the failure of the *** to dispense your cash.
Our records show that you opened a Lili business deposit account on January 12, 2024. On April 19, 2024, you called Lili customer support to report that funds were not dispensed from an *** that you used to withdraw money from your Lili Account. Your dispute totaling $323.00 was filed that same day.
On April 29, 2024, you called Lili to inquire about the status of your dispute, and the agent informed you that the dispute was under investigation and could take between ***** days to be resolved.
On May 25, 2024, you emailed Lili customer support inquiring about your dispute. The agent informed you that there is an anticipated resolution date of July 18, 2024.
In summary, you have submitted a dispute totaling $323.00 for funds not dispensed. It is currently being investigated and pending a chargeback response from the *** Operator, which could take between ***** days for resolution and has an anticipated resolution date of July 18, 2024.
Once the dispute is resolved, we will reach out to you to inform you of the outcome. We hope this explanation is helpful.
Regards,
The Lili Compliance TeamInitial Complaint
Date:05/14/2024
Type: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.
Every time I have tried to contact this bank it has been a horrible experience. I transferred $200 to an external account and paid the extra money to do a same day transfer. I waited for the money to come in and it never did. I called them to inquire and they said it would either come in at 6PM that day (I did the transfer at 9am) OR it would come in the next day. Either way, its after 6pm and, in terms of banks, thats the NEXT business day. They are straight up lying. When i called about possible getting the funds released sooner they told me they could not help. When asked to be transferred to a supervisor they said it was not possible and supervisors dont have phones, YET somehow they would call me back within 48 hours to provide the resolution which obviously does not help at all. And how could they call me if they dont have phone? They are terrible. Do not use them. Youre much better off using literally anybody else. ***** and H are terrible and refused to help.Business Response
Date: 05/30/2024
Dear *******************************:
We are writing in response to your complaint of May 14, 2024, to the Better Business Bureau concerning a same day ACH transfer you made from your Lili account to an external account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your complaint.
According to your complaint, you transferred $200.00 to an external account and paid ********************** a fee for a same day transfer. You waited for the money to transfer, but it never did. You stated that you called Lili customer support multiple times to inquire about the status of the transfer but you were not assisted.
After conducting an investigation, we have prepared the following summary:
Your Lili account was opened on September 1, 2022 as a sole proprietorship account. On May 14, 2024, you initiated a same day ACH transfer to an external account in the amount of $200.00. That same day, you called Lili customer support to inquire about the transaction as it was not in your account yet. The agent informed you that the transaction should post after 6:00 PM ET if the transaction was initiated before 3:00 PM ET. You called Lili again later that same day to inquire about the transfer and requested to speak with a supervisor. The agent informed you that a call with a supervisor has to be scheduled and it would be within ***** hours.
The following day, on May 15, 2024, a supervisor attempted but was unable to reach you. They followed up with an email providing you with the same information that was provided to you during the previous phone calls.
Our records indicate that the funds were transferred out of your Lili account on May 14, 2024, the day you initiated the transfer.
In summary, you initiated an ACH express transfer on May 14, 2024 and called Lili customer support to inquire why the funds were not deposited into your external bank account within the time frame provided to you. Lili initiated the transfer on the date of your instruction. Any delay was the result of your receiving bank not making the funds available to you on May 14, 2024.
We hope this explanation is helpful.Initial Complaint
Date:05/03/2024
Type: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.
For the past year, Lili Bank has taken $9 out of my account without my consent. I signed on for a FREE account with them, then they upgraded me to a PAID account without sufficiently notifying me. After refusing to refund me, an agent told me that he downgraded me back to the free plan. When a deposit was made after being downgraded to a free account, they continued to charge me.Business Response
Date: 05/22/2024
Re:*********************** to Better Business Bureau
On May 3, 2024, you complained to the Better Business Bureau regarding an account upgrade fee. As a financial technology company, Lili App Inc. (Lili), and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, we take your concerns very seriously and are committed to addressing them.
In your complaint, you explained that you opened a free Lili Basic account but were upgraded to a paid account without sufficient notice. After being denied a fee refund, you were notified that your account was downgraded to the Basic plan. However, you were still charged the monthly fee after a deposit was posted to your account.
Our records show you opened a Lili business deposit account on January 31, 2023 as a sole proprietorship. On April 17, 2023, Lili sent you an email informing you of a trial being offered whereby your account plan would be upgraded from the Basic to the Pro plan. In that communication, we stated that we would offer the trial upgrade without monthly plan fees for two months and you would be responsible for the monthly plan fee of $9.00 thereafter.
We sent reminders 30 days into the trial and when the trial was coming to an end, to give our customers the option to opt-out and downgrade their plan. Since you did not do so, Lili believed you were satisfied with the Pro plan and wished to retain it.
Approximately one year later, on April 3, 2024, you contacted Lili customer support to request the closure of your account and a refund of all the plan fees charged to your account. The agent informed you that the fees were due to the plan upgrade in April 2023. You contested the upgrade since you did not sign or authorize it, and you asserted that you should never have been charged a monthly plan fee. You explained that you never wanted to upgrade the account and that you used the account to hold emergency money.
After the trial period, you were charged the Lili Pro fee for nine months, totaling $81. Although your account was downgraded on April 3, 2024, you were charged a monthly service fee on May 1, 2024, due to a delinquent payment prior to the downgrade.
On May 3, 2024, you contacted Lili to request an account closure. ********************** closed your account on May 5, 2024.
In summary, you called Lili customer support for a plan fee refund and downgrade of your account. The agent informed you of the multiple emails sent to you about the account upgrade and the option to opt-out. It was our assumption that you were happy with the upgraded plan because we did not hear from you until about a year after the upgrade was made.
We are sorry that you did not make use of the Pro plan or enjoy its features. As a courtesy, we have issued a check to you for $36 (four months x $9 per month). We wish you the best in finding a financial services provider that meets your business needs.
Regards,
Lili ComplianceCustomer Answer
Date: 05/23/2024
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:Emailing me and not hearing back is not sufficient enough to pull money from my account for a service I did not want. You should have required verbal or written consent on my end. I do not always check the email attached to my Lili account and when I see Lili I assume it's marketing. Regardless, that is not how business should be transacted. I gave no consent to withdrawal funds from my account. Being non-responsive to a request does not give you the right to transact on my behalf. This is wrong and $36 as a courtesy feels like a slap in the face. I still feel as if these funds, $90, mind you, were stolen from my account by **********************. I demand restitution.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
Date:05/03/2024
Type: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 lili acct for almost 3 years. Ive had problems with fraudulent charges quite a few times. Ive had my card replaced by lili yet i would see wierd charges from time to time. 2 days ago my acct was hit aprox 73 times i included screenshots of these transactions. My acct was completely drained. Lili then closed my acct and i am unable to access the money i had in my savings. I am completely wiped out of money. I have rent due and im being told 60 tob90 days to investigate...its clearly fraud ..i dont understand why lili would even let these transactions go through...why werent they caught and flagged. I am going to lose my apartment.i am the victim here i just dont know what to doBusiness Response
Date: 05/22/2024
Re:******************************* to Better Business Bureau
On May 3, 2024, you complained to the Better Business Bureau regarding a transaction dispute and account closure. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and are committed to addressing them.
In your complaint, you state that you previously observed fraudulent transactions in your account. You continued to see unusual charges occasionally and most recently had approximately ***************************** your account. You notified ********************** of the unauthorized charges and were informed that the dispute could take 60 to 90 days to investigate. Lili closed your account, and you have asked how these transactions were not caught.
On May 2, 2024, you contacted Lili to dispute several transactions with MetaPay. The customer service representative explained that a dispute could only be filed for settled transactions. At the time, 43 successful transactions totaling $137.50 were available to be disputed. Your account was closed on May 2, 2024.
On May 3, 2024, you received notification that your dispute was denied. Later that day, you contacted Lili to assert that the transactions were unauthorized and that you did not have an account with MetaPay. This matter was escalated to a senior manager who reviewed and resolved the dispute in your favor.
On May 6, 2024, a credit of $137.50 was applied to your account, and you were notified accordingly, and on May 7, 2024, you were notified that your account was reinstated.
The remaining 52 MetaPay transactions, totaling $272.00, which had not settled and were not reviewed during the initial dispute, have now been reviewed and resolved in your favor. MetaPay refunded $68.00 on May 9, 2024, and Lili credited $204.00 to your account on May 22, 2024.
We hope this explanation is helpful and that it addresses your concerns.
Regards,
Lili ComplianceInitial Complaint
Date:04/24/2024
Type: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 February 22,2024 I made a transaction at the *** located at *************************************** , which was not successful. I was still charged the full amount of $323 for money I did not receive. Me & a few others were worried and stressed because our money did not come out the *** machine. We couldnt report this to anyone due to the fact it is an atm located outside & not in a bank.Business Response
Date: 05/07/2024
Dear **********************:
We are writing in response to your complaint of April 24, 2023, to the Better Business Bureau concerning certain debit card transaction disputes in your Lili account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your complaint.
According to your complaint, you filed a dispute for funds that were not received after using an ***. Since the *** was not in a bank, you state you were unable to alert bank staff of the failure of the *** to dispense your cash.
Our records show that you opened a Lili business deposit account on January 12, 2024. On April 19, 2024, you called Lili customer support to report that funds were not dispensed from an *** that you used to withdraw money from your Lili Account. Your dispute totaling $323.00 was filed that same day.
On April 29, 2024, you called Lili to inquire about the status of your dispute, and the agent informed you that the dispute was under investigation and could take between ***** days to be resolved.
In summary, you have submitted a dispute totaling $323.00 for funds not dispensed. It is currently being investigated and pending a chargeback response from the merchant, which could take between ***** days for resolution.
Once the dispute is resolved, we will reach out to you to inform you of the outcome. We hope this explanation is helpful.
Regards,
The Lili Compliance TeamCustomer Answer
Date: 05/22/2024
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 never received my funds back that were not dispensed out of the atm & it has been months
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**********************
Business Response
Date: 06/06/2024
Dear **********************:
We are responding to your communication of May 23, 2024, to the Better Business Bureau, which was in reply to our response to your recent complaint. Lili App Inc. (Lili), a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your most recent communication.
According to your complaint, you state that you have not received your funds back and that it has been months.
On April 19, 2024, you called Lili customer support to report that funds were not dispensed from an ATM that you used to withdraw money from your Lili Account. Your dispute totaling $323.00 was filed that same day.
On April 29, 2024, you called Lili to inquire about the status of your dispute, and the agent informed you that the dispute was under investigation and could take between ***** days to be resolved.
On May 25, 2024, you emailed Lili customer support inquiring about your dispute. The agent informed you that there is an anticipated resolution date of July 18, 2024.
In summary, you have submitted a dispute totaling $323.00 for funds not dispensed. It is currently being investigated and pending a chargeback response from the ATM Operator, which could take between ***** days for resolution and has an anticipated resolution date of July 18, 2024.
Once the dispute is resolved, we will reach out to you to inform you of the outcome. We hope this explanation is helpful.
Regards,
The Lili Compliance TeamInitial Complaint
Date:04/19/2024
Type: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 would like the bank to expedite the delivery funds that are due to ******************* LLC following the closing of my business account ****** Realty LLC. The request to close my account was on April 4th, 2024.On 01 /10/2024 I funded a business account for ****** Realty LLC. I have requested to close the account for the following reasons.I opened the account with ********************** bank under the pretense that I would be earning 4.25% interest on my deposit. I later learned that to earn this interest, I must open an associated savings account to earn the interest and that there were limits on how much I could fund the savings account and that fully funding the savings account would require an extended period of ti**** then attempted to wire funds to a bank CD. I then learned that I could not wire money.I attempted to move funds to an investment account with a check, I then learned that even though I had purchased checks to write checks from my checking account, that ********************** did not allow checks to be written from the checking account.- I attempted to move money to another account through their ETF process, which is the only way to move money with this bank, I then learned that you can only move $100,000 in a month. Given that my initial deposit was $510, **************************************************************** interest-bearing account asap, I decided the best thing to do was close the account and have a check with my remaining balance mailed to **** contacted a Lili representative on April 4,2024 and requested that the account be closed.The account was closed. I received a check on Tuesday, April 16th for the remaining balance in the account. The check was dated April 8th, 2024. Although the account was opened as a business account, the check was written to me personally. I am unable to deposit this check into the new business account that I have opened. I cannot cash the check because of tax implications. I contacted Lili and requested that they reissue the check on April 16th. The representative I spoke with could not answer my question and indicated that the question would escalate to someone who could answer the question.They indicated it could take up to 48 hours to receive a response. Today I received a response, the response was that your issue is being looked into.************************* Sincerely,*******************Business Response
Date: 05/06/2024
Dear *************************:
We are writing in response to your complaint of April 19, 2024, to the Better Business Bureau concerning a refund check sent to you when you closed your Lili Account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your complaint.
According to your complaint, you closed your account due to *********************** daily and monthly funds transfer limits, lack of outgoing wires, and interest only paid on the savings account, not the checking account. After you closed the account, you received a check for your remaining account balance, but it was made out to you personally, rather than your business, which was the account holder. You claim that you are unable to deposit this check because of tax implications. You contacted Lili to request that we reissue the check in your business name.
You opened a Lili business deposit account on January 6, 2024 in the name of ****** Realty LLC. Due to your concerns about the limits and features of the account, you requested closure of your account on April 4, 2024. Lili did so and sent you a check for the remaining balance, payable to you.
You reached out to Lili on April 16, 2024 asking why the check was made out to you and not your business, and our customer support agents informed you that the check could not be reissued to your business.
On April 29, 2024, Lili informed you that we could cancel the original check and manually issue a check to your business. We are waiting for your confirmation that you did not deposit the original check so that we can cancel it and issue you a new check payable to ****** Realty LLC. Once we receive your confirmation, we will stop payment on the original check and issue a new check.
We apologize for any inconvenience this may have caused you and look forward to resolving this matter shortly.
Regards,
The Lili Compliance TeamCustomer Answer
Date: 05/08/2024
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 have yet to receive an update on the status of my reissued check and I have not received the check as promised. Please see attached document, which is the email I sent requesting that they cancel the check and reissue a new one.
Sincerely,
*************************
Initial Complaint
Date:04/19/2024
Type: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.
**** issued a "refund check" for work my son did in the past. My son is now deceased. He lived with me and I claimed him as a dependent. He had no Estate. He had nothing. I have asked them REPEATEDLY to reissue the $595 check in my name. They are ignoring my calls/emails. I need this check reissued. Thank you.Business Response
Date: 05/08/2024
Dear *********************************:
We are writing in response to your complaint of April 19, 2024, to the Better Business Bureau concerning the refund check issued to your son who we understand has passed away. First, let us say that we are terribly sorry for your loss. We cannot imagine your grief.
Lili App Inc. (Lili), a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your sons Lili debit card, take your concerns very seriously and respond below to your complaint.
According to your complaint, you received a refund check for the remaining balance in your sons Lili account. The check was made out to your son. You mention that he did not have an estate and that you have asked Lili repeatedly to reissue the check in your name. You state that Lili is ignoring your calls and emails.
Lili has reviewed your sons account and provides the following summary:
On February 14, 2022, you sent us a copy of your sons death certificate by email. Unfortunately, it was not legible, so on Mar 8, 2022, Lili requested a legible copy, as well as a court document evidencing your appointment as the executor of your sons estate and a government-issued ID.
On March 9, 2022, you provided us with a copy of your drivers license to confirm your identity. You explained, however, that your son did not have any estate and there was no court appointed executor. Since we did not have evidence that you were the beneficiary of the estate or had the power to direct the funds, we took no further action.
You reached out to Lili customer support via email on March 17, 2022 to request that any Social Security payments deposited to the account after your sons death be returned to the ******************************* You have reached out multiple times via phone requesting that the check for the remaining funds be made payable to you.
In February 2024, we erroneously issued a check in your sons name. Lili sent you an email on February 15, 2024, explaining that a stop payment was placed on the check and requesting that you destroy it.
Since the ****************************** (SSA) made an SSI payment to the account on December 28, 2021, in the amount of $841.00, which was shortly after your sons death, we will be returning the remaining balance of $585.89 to SSA. As no funds will remain after SSA is reimbursed, we will not be issuing you a check.
We understand your frustration with this process, and we apologize for the length of time it took to resolve this matter.
Sincerely,
The Lili Compliance TeamCustomer Answer
Date: 05/09/2024
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 am ok with the check not being reissued. What made me upset was I was IGNORED REPEATEDLY. And I was NEVER notified that the Death Certificate was not legible. Never. I just this it's poor customer service to ignore potential customers.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Initial Complaint
Date:04/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a business account with ********************** on their premium plan which cost $55.00 a month and it comes with a really cool metal card. When I received my card in the mail, I received a plastic card which is for their basic plan. I downgraded my plan to basic and I was hoping I could be refunded the $55.00 monthly fee since I didnt receive a metal card. I was then told that they send out the metal cards once the first payment is received. I was then told they dont even have any metal cards in stock and I wont receive one until the middle or end of May. Its April 17th. I asked why they cant cancel the metal card since they cant even ship one out, and Ive already downgraded my plan. They are refusing to refund the $55.00 when they dont even have any in stock at the moment. I could totally understand if the card was already shipped or in process of being made once they charged me the $55.00, but no. They are refusing the $55.00 refund of the monthly fee when I already downgraded my plan, and never received a metal card. Id like to request being refunded $55.00 since I no longer have a premium plan, and the company does not have any metal cards to ship out until the end of May.Business Response
Date: 04/30/2024
We are writing in response to your complaint of April 18, 2024, to the Better Business Bureau concerning the Lili Premium fee charged to your account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond below to the issues raised in your complaint.
According to your complaint, you opened a Lili Premium Plan deposit account, which requires you to pay a monthly fee of $55.00 and comes with a metal, rather than plastic, debit card. When you received your card in the mail, it was a plastic card, which comes with the lower cost plans. You downgraded your account and was hoping to be refunded the fee since you did not receive a metal card. You state that the agent you spoke with told you the metal cards get sent out once the first payment is received and that another agent told you there were no metal cards in stock and that you would not receive one until the middle or end of May. You state that Lili is refusing to refund you the Premium Plan fee, even though you did not receive a metal card and are no longer subscribed to the Premium Plan.
Lili has reviewed your account history in light of your complaint and provides the following summary:
You opened a Lili business deposit account on March 9, 2024. You were charged the Lili Premium monthly fee of $55.00 on April 16, 2024. You called and emailed Lili customer support on April 17, 2024, to inquire about downgrading your account and having the fee refunded because you did not receive the metal card. After speaking with the agents via phone and email, they informed you that your account was downgraded to the basic plan per your request, but that the fee could not be refunded. You mentioned that you did not receive the metal card and you did not want the metal card anymore, you just wanted the fee to be refunded.
On April 18, 2024, the agent escalated your concern to a supervisor and your account was credited the $55.00 fee.
In summary, you called and emailed Lili customer support to downgrade your account and obtain a ********************** Premium fee refund. After your concern was escalated, the fee was refunded to your account.
We apologize for the inconvenience caused by this incident. Typically, our metal cards are mailed quickly after a Premium Plan account is opened. In this case, due to high demand, there was a delay and, for that, we are deeply sorry. We hope you enjoy your Lili Basic Plan and consider our other plan options as your business grows.
Regards,
The Lili Compliance TeamInitial Complaint
Date:04/11/2024
Type: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 balance in **** has been mostly in my savings account and typically in an amount between $5 and $7. I received absolutely no notification about a late payment for my so-called "account fee". I received a transfer from my PayPal to my lili checking account and the amount of $15.97 this morning around 1:00 a.m. when I checked my account around noon I was rather surprised and very upset to see that there was a $9 charge from **** and they took it from the $15.97 I had transferred. I completely understand that Lili charges a monthly fee. Taking the fee from the first balance over $9 that I've held since the supposed "due date" with absolutely no notification to me on the due date or at all in regards to this matter is unacceptable and not a fair business practice.If you haven't noticed by the very small dollar amount that I hold in my account, I really don't have much money. Taking half of everything that I have is really quite devastating to me financially. if I had known I had missed a fee payment ( or rather, several fee payments, considering I don't have money in the account most of the time) I would have either closed my account or found a way to at least pay a buck or two here and there until I was caught back up because $9 is really quite a chunk of change to me to be honest. The other part I'm quite unsure of is the fact that I had no balance for several months of my time with **** and I was not told about a fee, and I was not charged a fee as well. This is very nice of them to not overdraw my account for their monthly fee. However suddenly taking the fee the second my account has enough for it without any notification to me is not very nice.Business Response
Date: 04/30/2024
Dear *****************************:
We are responding to your April 10, 2024, complaint to the Better Business Bureau concerning your monthly plan fees. Lili App Inc. (Lili), a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili debit card, take your concerns very seriously and respond to the issues raised in your complaint below.
According to your complaint, you initiated a PayPal transfer for $15.97 to your Lili account. Later that day, you noticed a $9 service fee debited from your account. You understand that Lili charges a monthly fee, but you feel it is unacceptable that Lili did not notify you that a payment was due. You explained that if you had known that you missed a payment, you would have closed the account or found other means to pay the monthly plan fee. In addition, you stated you were not aware of the fee, nor were you ever charged a monthly plan fee. You are requesting a fee refund.
According to our records, you opened a Lili deposit account as a ********************** Pro customer on November 24, 2021. You were charged a monthly service fee on January 18, 2022, July 20, 2022, August 27, 2022, and May 27, 2023. While plan fees are due monthly, as noted in the customer agreement, ********************** will only withdraw account funds to satisfy the fee when sufficient funds are available, which is why the fee was not withdrawn every month from your account. We observed that you were an active user of the account, as evidenced by your login record. You logged into your Lili Account more than 150 times between January 1, 2022, and April 10, 2024. So, you knew or should have known what activity was transpiring in your account.
Regarding your claim that you were never charged a monthly plan fee, we note that you were charged and paid a monthly Pro Plan fee four times previously.
We hope this explanation is helpful to you. For more information regarding your account plan, please review our Terms and Conditions, which may be found on our website at ********************************************************;
Regards,
The Lili Compliance Team
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