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:04/08/2024

  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 signed up for a free basic account. Per the customer service rep, I was sent a push notification on 4/17/23 that my account was upgraded to paid pro account (charging me $9/ mo) based on their system's discretion. They have not had authorization to charge me a $9 nor was I aware that my account was even upgraded until I called to close the account. They are not able to provide any contract or confirmation that I authorized my account to be upgraded, other than that I did not respond to a push notification from the app contesting that their system upgraded my account and started charging me.

  

  Business Response

  Date: 04/24/2024

  Re:***************************** to Better Business Bureau
  
  Dear *****************************:
  
  We are responding to your April 4, 2024, complaint to the Better Business Bureau concerning monthly plan fees applied to 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 to the issues raised in your complaint below.
  
  According to your complaint, you stated that you opened a Basic, zero-fee account with **********************. You explain that you did not know your account was upgraded until you contacted Lilis customer support to close your account. You were informed that a push notification was sent on April 17, 2023, to notify you of your account upgrade from the Lili Basic to the Lili Pro plan. You explained you did not authorize the account upgrade. You are requesting a refund for the fees charged against your account. 
  
  Our records show that you opened a Lili business deposit account on September 26, 2022, under the business name AD RECO LLC. On April 17th, 2023, Lili sent you an email informing you of a trial being offered whereby your account plan would be upgraded from Basic to Pro. In that communication, we stated that we would be offering the trial upgrade without monthly plan fees for two months. Thereafter, you would be responsible for the monthly plan fee of $9.00. 
  
  We sent reminders 30 days into the trial and another 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 5, 2024, you contacted Lili customer support to request 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.
  
  After the trial period, from June 2023 through March 2024, you were charged the Lili Pro fee ten times, totaling $90. On April 5, 2024, Lili refunded you $9 for one of the monthly plan fees. A Lili customer support supervisor emailed you a confirmation on April 8, 2024, notifying you of the refund. The supervisor explained that the other monthly charges were valid since you failed to opt out of the upgrade after multiple reminders. 
  
  Moreover, you had the benefit of the Pro plan features and you did not raise the issue of the plan fees for about one year after the upgrade, despite receiving monthly statements every month that itemized the deduction of the monthly plan fee. Additionally, you logged into your Lili App numerous times, three of which were during the trial period: April 17, 2023, May 25, 2023, and June 2, 2023. So, you had an opportunity to review your account and to request a plan downgrade.
  
  Nevertheless, as a courtesy, we are refunding you the remaining $81 in plan fees.
  
  Pursuant to your request, Lili closed your account on April 24, 2024. We will issue a check for your remaining balance of $514.10 plus $81.00 (for a total of $595.10) and send it to the address on file. Please allow up to fourteen (14) business days for processing and mailing the check. 
  
  We wish you all the best in finding the right financial service provider for your business needs.
  
  Regards,
  The Lili Compliance Team
  

• Initial Complaint

  Date:04/04/2024

  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.

  04/03/2024 Lili- Bank BBB Complaint Hi, this is ***************************** checking in wanting to File a Complaint with Lili Bank,..... In regards to Lili Bank not providing me with proper Bank-statements-Recently I found an email from ******************* Project confirming with me that they first deposited money into my Lili Checking account on: January ********* of $1,000 whenever the amount of $1,000 shows up in my Lili Checking account its Labeled as: ************* AidKit, In But when I go back and look for January 2023 Lili Bank statement it only shows $3.00 being deposited into the Checking account,... Why?... why is that?....When ****** basic Income project first deposited money into my checking account on January ********* I remember seeing it threw the Lili Mobile app on my cell phone at the time but then the bank-statements say that theres nothing there??? I would like for this Issue to be looked into by Lili bank and for them to get back to me on things thanks, for your help and time,.....I am also giving BBB permission to tell me where to report Lili company to if Lili company can not resolve the issue-***************************** Cell: ************

  

  Business Response

  Date: 04/18/2024

  Re: ***************************** to Better Business Bureau 
  
  We are responding to your April 3, 2024, complaint to the Better Business Bureau concerning a missing deposit in your Lili business deposit account and your request for a proper bank statement. 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.
  
  In your complaint, you mentioned that you received an email from the ******************* Project confirming that you should have received a deposit of $1,000 on January 15, 2023, from ************ You recall seeing the deposit in your account within the ********************** mobile app, however, when you tried to confirm the deposit in your January 2023 account statement, only a $3.00 transaction was noted. Consequently, you asked Lili to investigate and return your funds.
  
  Our records show that the only transaction in January 2023 was an ACH debit for $3.00, which is properly documented in your Lili account statement for January 2023. According to the email you provided as evidence from AidKit (on behalf of the ******************* Project), you were expected to receive this recurring payment for 12 months commencing in January 2023.
  
  After reviewing your account, we found the first funds from ************ were deposited on April 14, 2023, and the last deposit was received on April 12, 2024. So, it appears that you received 13 deposits from the ******************* Project, totaling $12,050 (12 monthly payments of $1,000 and one additional payment on December  18, 2023 for $50). We simply have no record of any deposits from ************ before April 14, 2023, but it appears that you did receive 12 payments of $1,000 each from the ******************* Project. 
  
  We hope this explanation is helpful and that it addresses your concerns.
  
  Regards,
  Lili Compliance 
  

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted lili on January 13. 2024 about my account fraudently being used. I had been in the hospital during which time these charges took place. My backpack along with my wallet, tablet, and important information that would allow anyone access to my account was all in my backpack as I planned on going home and taking it in the house. However my heart gave out on me and I was later admitted to the icu of ************* hospital. During which time my backpack anD other personal items had been stolen. When I found out about these charges I was still in critical care so I had to wait until I was able to contact lili. Well once I contacted them and provided them with all and any definite proof that I couldn't or didn't make these transaction they came back and said they were denying my dispute and I would need to provide more documents then the police report, admittance to hospital, and release from hospital. So I went above and beyond and had my doctor wrote a letter as well and they said this wasn't enough for them to appeal my dispute. Now this is totally wrong and not right I'm out a good chunk of change and now almost my place to live due to these funds being stolen. My children and I can't loose my house we will be on the streets. Foe lili not to back me up and approve my dispute when I have legit proof that these couldn't be me is totally not cool and un fair. All I want is these funds returned and lili to back me up. I am close to getting **************** involved as this is totally wrong and not right. I was in the icu and couldn't have went to these stores or whatever and made these. Clearly my wallet was stolen.

  

  Business Response

  Date: 04/10/2024

  Dear ***********************:
  We are writing in response to your complaint of March 27, 2023, to the Better Business Bureau concerning alleged unauthorized charges that occurred on your Lili business deposit 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 contacted Lili on January 13, 2024 about fraudulent charges  on your account. You state that you were in the hospital during the time the charges took place and that your backpack (which contained items that would allow anyone access to your account) was stolen. You mention that you provided Lili with police reports, hospital admittance and release documentation, and a doctors letter. Despite the documentation, your dispute was denied.
  We have reviewed your account and summarize your activity and account history below: 
  You opened a Lili deposit account on July 28, 2021. 
  On January 2, 2024, you emailed Lili customer support inquiring about a missing deposit. The agent explained that, due to the holiday, it may take a bit longer to reflect the deposit in your account. Two deposits were applied to your account on the evening of January 2, 2024, and a third deposit was applied to your account on January 3, 2024. 
  On January 3, 2024, you attempted to add a business name to your account, ********************* Homecare 4 U LLC. It was not approved due to missing documentation.
  On January 29, 2024, you requested a cancellation of your debit card and the issuance of a new card, which was completed on that date. 
  On January 30, 2024, you sent an email requesting a downgrade of your Lili Premium account. You also mentioned that there were unauthorized transactions on your account. A ********************** customer support agent responded to your request and asked which plan you preferred and which transactions you were disputing. You did not respond until February 14, 2024, when you disputed 24 transactions from January 4 through 31, 2024 (the period in question), totaling $3,940.51. 
  On February 16, 2024, you were notified that your dispute was denied because you had a history of transacting with the same merchants prior to the period in question, you deposited cash in between the transactions, and your account balance was never exhausted. 
  For example, you received 11 deposits via **** Money Transfer (VMT), and you made 36 withdrawals via VMT (from and to what appears to be your CashApp account), during the period in question. During the period in question, you also withdrew money from the *** located in a 7/11 store in ************** that you used previously. You also made Uber charges that were consistent with your prior activity. In total, you executed ************************************* question, but you selectively disputed 24 of them.
  
  You replied stating that you were in the ************** Unit (***) of the hospital at the time of the transactions. You were informed that in order to appeal, you would need to provide new documentation as support. You then provided Lili with your hospital paperwork, a police report and a doctors letter.
  On March 5, 2024, you were informed that your appeal was denied due to conflicting dates provided on the documentation. 
  After reviewing your supporting documents, we have reason to believe that they are not authentic. We have noticed the following issues and discrepancies:
  You filed a claim a year ago with the same information stating that you were also in the *** and the same items were stolen. It is highly unusual that the same items were stolen under the same circumstances as before;
  The hospital report provided this year has the same encounter ID number, which suggests it is a mere copy of the former report;
  The times on both reports are the same (18:51 and 11:25 on both reports which are said to be a year apart);
  The first report notes that the patient is a 33 year old woman, however, in the Medicine Attending Attestation area it says the patient is a 30 year old woman;
  There are numerous formatting issues with the reports;
  The hospital discharge document states that you were admitted on December 27, 2023, and were discharged on February 9, 2024, yet you contacted Lili by email twice during this period, and you also logged into your account on January 3, 2024, to add a business name to your account;
  The first report from the prior year was also sent via a Word document, which would be extraordinary for a hospital report;
  The doctors letter is from **********************, not ****************************, and there are spacing, punctuation, and grammar errors in the letter;
  The police report has a formatting issue in the Location Type area;
  The Police Report date start time, end time and time reported do not align. Date End: 2/13/2024 11:00AM, Date reported: 2/13/2024 9:02AM. So, the report date is earlier than the end date of the incident;
  According to the Police Report, the area where the transaction took place states: Street of 4th avenue and ********, in front of the residents home, while the description section states that you were parked on the street at a local hospital. So, there is a location discrepancy in the Police Report;
  There is an additional page on your police report that shows it was created on 5/19/2021 11:50 AM, but on another page it states that the report was created on 02/13/2024 11:50 AM;
  There is also no specific precinct listed in the Police Report.
  In summary, you reached out regarding unauthorized transactions on your Lili account. The dispute was denied, appealed, and denied again. Due to the inconsistencies in your documentation and your pattern of transaction activity, we have reason to believe that the claims are invalid. 
  Also, you mention in your complaint that you contacted Lili about the fraudulent charges on January 13, 2024. This seems odd for a few reasons. First, we have no record of a call or email from you on January 13, 2024. Second, when you complained on February 14, 2024, you disputed $3,940.51 of transactions from January 4 through 31, 2024. So, if you were aware of the alleged fraud on January 13, 2024, you should have contacted us on that date or frozen your card on the Lili App to prevent any further transactions on the card.  Since your complaint to BBB claims disputes transactions in the amount of $1,000.00, rather than the $3,940.51 disputed in February, we are unable to determine which transactions you are now disputing.
  So, unfortunately, after extensive review, we have come to the same conclusion as we did previously; that is, the dispute is without merit.
  
  

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute On March 18th bc **** car rental took it upon themselves to take a 366 dollar payment an a payment for over ***** dollar they refunded the 366 dollar payment an not the ***** dollar one bc they supposedly didnt see it in there system it's been 19 days since I filed an I keep getting the same scripted answer when I call customer service that it takes up to 90 days which I no as well as they do that its typically fixed within a few business days an heres the big issue I got a email from **** on friday the 15th from **** saying the dispute has been fixed an my money should be in my bank that they found the problem an when I call lili they continue to blow me off an give me the same scripted answer. I cant help but to think its bc the amount is so much it's why there taking there time with paying it back but they didnt care to let **** take money randomly take my money with a quickness all they gotta do is look at my transaction history they will see that one of the transactions where they took money out has already been refunded so this one shouldn't be an issue an not to mention my account is over 400 dollars negative an they keep taking a single moms paychecks bc of this an I'm gonna just go ahead an assume I wont be getting those back bc of my account being negative. An then there just so qualified customer service keeps being extremley rude like this is somehow my fault an there tired of me asking about it an there like this everytime I call an they decided to treat me like i was completely out of line when i asked about provisional credit which 99 percent of other banks offer when they let these type of transactions happen so I didnt think it was out of line ... I just want what was taken out of my account I didnt get anything from this company an I sure didnt approve these random transactions I would never let anyone take over a thousand dollars from me considering my kids are hungry bc there no food in my house bc this plus my paycheck have all been taken please just give me my money back!

  

  Business Response

  Date: 04/04/2024

  Dear ****** *******:
  
  We are writing in response to your complaint of March 19, 2024, to the Better Business Bureau concerning disputes of debit card transactions in your Lili account. *********************************************, a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili business debit card, take your concerns very seriously and respond to the issues raised in your complaint below.
  
  According to your complaint, **** Car Rental charged $366 and $1,019 to your Lili account. The merchant refunded the $366 payment, not the $1,019 payment. Since the $1,019 was not refunded, you had a negative account balance of around $400, and funds from your child support were used to cover your negative balance. You claim these charges were unauthorized since you didnt purchase anything from the company, and Lili allowed **** to steal your funds. You believe that disputes are typically resolved within a few business days, especially since you received an email from **** on March 15, 2024, explaining that the dispute has been fixed and your funds should be available in your bank account. It has been 19 days since you filed the dispute, and when inquiring about the status of the dispute, you get the same scripted answer informing you that the dispute process *** take up to 90 days. You expressed frustration with the lack of customer support, and when you requested provisional credit, you felt that the agents were rude. You are requesting a refund from Lili for the remaining charge from ****. 
  
  We have reviewed your account and believe the charges are valid, though we continue to dispute a portion of the charges as explained below.
  
  The facts, as we understand them, are as follows:
  - On February 20, 2024, **** sent Lili a **** authorization to confirm you had $366.24 in your account to cover a charge with the car rental company. A **** authorization is an electronic request from the merchant to the financial institution to confirm sufficient funds in the customers account to cover a particular charge. Typically, the authorization is backed out when the merchant transmits the final invoice and the payment settles. 
  - On February 21, 2023, **** sent Lili a **** message to settle the transaction for $366.24. Lili understands this was a prepayment for a rental car.
  - On February 25, 2024, **** refunded the initial prepaid rental charge of $366.24 to your account. 
  - On February 20, 2024, **** sent a revised **** authorization for $ $345.67. 
  - On March 1, 2024, the **** authorization for $345.67 expired.
  - On March 1, 2024, **** sent Lili a new **** authorization for $596.20. 
  - On March 4, 2024, **** sent Lili an additional **** authorization for $420.12, which was denied due to insufficient funds in your account.  
  - On March 5, 2024, **** backed out the **** authorization for $596.20;
  - On the same day, **** sent Lili a charge of $1,016.32, which was charged to your account, causing it to be overdrawn by $419.33.
  - On March 6, 2024, you called Lili Customer Support to dispute the $1,016.32 as unauthorized. Although you admitted on the call that you rented a car from ****, you claimed that the $366.24 and $1,016.32 charges were unauthorized.
  - On the same day, Lili issued you a new debit card because you claimed the **** transactions were unauthorized.
  - On March 7, 2024, Lili processed a chargeback request to **** for $330.69
  - Between March 7 to March 28, 2024, you called Lili multiple times for an update on the dispute and to request provisional credit. The agent(s) informed you that the dispute typically takes 45 to 90 calendar days to resolve and that your dispute was not eligible for provisional credit.
  - On March 22, 2024, you provided Lili with an email you received from ****, which suggested the funds were returned and that this matter was already settled.
  

  While the dispute is still pending, **** continues to assert that the charge of $1,016.32 was authorized and valid. **** asserts that you violated their rental car agreement, and **** provided Lili with an itemized invoice of the charges you incurred. 
  The **** invoice provides, in part, as follows: 
  
  Energy Recovery Fee: $6.00
  Vehicle License Fee: $32.50
  Late Return Fee: $90.00
  Time and Mileage: $520.00
  Misc. Charges: $250.00
  Gas Charges: $53.56
  Tax: $64.26
  
  Pick up Date & Time: 20-Feb-2024 15:20 /Drop Date & Time: 04-Mar-2024 15:30
  Customer Type: Preferred / Agreed Drop Date & Time: 27Feb-2024 16:00
  Miles In: ***** / Miles **** 31427
  Total Miles:1697 / Fuel Gauge Reading: 5/8
  
  From the invoice, it appears that you picked up the rental car from **** on February 20, 2024 and returned the vehicle late on March 4, 2024. **** charged you $1,016.32 for the rental, which includes a fee for the 13 days that you were in possession of the vehicle, plus other fees and taxes listed above. You claim these charges were fraudulent and unauthorized, yet you admitted to our agent that you rented a car from ****. 
   
  Although the charges against you appear legitimate and accurate, Lili is contesting the portion of the charge that caused your account to be overdrawn because **** had a valid authorization for $596.20, not the full $1,016.32. Under **** rules, a car rental company *** submit an invoice that is 15% higher than the authorization. So, Lili is contesting the difference of $330.69. The chargeback process is ongoing, and you should receive an update by April 10, 2024. 
  
  We hope this explanation is helpful.
  
  Regards,
  The Lili Compliance Team

  
  

  Customer Answer

  Date: 04/08/2024

  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:

  [Your Answer Here]

   This is not what happened I didn't even end up renting a car from them that wasn't my rental they had me pay on there tablet an it saved my information that's what all the charges were about 

   

   

   

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

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

  

  Business Response

  Date: 05/29/2024

  Dear ****** *******:
  
  We are responding to your communication of April 8, 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 to your most recent communication below.
  
  In your reply, you mentioned that you did not rent a car from ***** You claim that **** had you pay on their tablet, which saved your information and resulted in unauthorized charges.
  
  Lili contested a portion of the charge because **** only had a valid authorization for $596.20, not the full $1,016.32. Under **** Operating rules, car rental companies may submit an invoice that is 15% higher than the authorization. So, Lili contested the difference of $330.69 ($1016.32 - $685.63 ($596.20 x 1.15) = $330.69), which was found in our favor, and a credit for the difference was applied to your account on April 10, 2024. On May 8, 2024, **** issued you an additional credit of $695.00, which was deposited into your account.
  
  In total, you received a refund of $1,025.69 from ****, which covers your initial dispute of $1,016.32. We consider this matter closed and hope this explanation is helpful.
  
  Regards,
  The Lili Compliance Team
  

• Initial Complaint

  Date:03/14/2024

  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.

  First my card was not working through cash app so I thought that maybe it was cash app so when I tried to make a purchase and entered my Lili card information it stated my cvv was incorrect. During this process I had a direct deposit to my account for ****** so seeing already Im unable to access my acct I call ********************** and rep advised I can transfer out to external acct I did that paid 7.42 for instant transfer as of now and its been 3 hours my funds are not I. My account

  

  Business Response

  Date: 03/27/2024

  Dear *******************************: 
  
  We are responding to your complaint to the Better Business Bureau (BBB) on March 14, 2023, concerning a debit transfer you initiated but did not receive. Lili App Inc. (Lili), a financial technology company, and its sponsor bank, ********************** ******************* the issuer of your Lili business debit card, take your concerns very seriously.
  
  In your complaint, you explained that your debit card was not working through your CashApp account. You attempted to make a purchase using your Lili card number but were informed that your Card Verification Value (CVV) was incorrect. During this time, you knew you had a direct deposit of $481.55 into your Lili account so you had sufficient funds in the Lili account to cover the purchase. You contacted Lili about the issue, and the customer support agent suggested transferring funds to your external account. After 3 hours, you have yet to receive your funds even after you paid a $7.42 instant transfer fee.
  
  After conducting a review of your account, we have prepared the following summary:
  
  On March 4, 2024, you attempted multiple debit card transactions, which were declined due to insufficient funds. As a result, your Lili debit card was suspended.
  
  On March 12, 2024, you received a payment from Fidelity of $481.55, so on March 13, 2024, your debit card was unfrozen. On the same day, you contacted Lili and informed us that you could not make a purchase using your debit card. You mentioned receiving a notification while making the purchase that your card and CVV information were incorrect. The agent suggested it might be related to your recently frozen card. To provide better assistance, the agent requested you provide a screenshot of the error message so that we could escalate the issue. You declined the request, expressed frustration, and wanted access to your funds. The agent suggested transferring funds to an external account. 
  
  So, you initiated an *** express transfer of $493.68 on March 13, 2024. You contacted Lili again on March 13, 2024, to check the status of your *** transfer. You explained that you paid a $7.41 same-day *** Fee to expedite the transfer, but your funds were not yet available in your external account. You believed the transaction would be instantaneous. 
  The agent confirmed that since the *** Express transfer was executed before our 3:00 pm ET cutoff, you would receive your funds later that day. The agent provided you with a Trace ID for your transfer. Our records show that  $493.68 was delivered to your external account on March 13, 2024.
  
  We would like to apologize for the inconvenience associated with this matter. Your debit card was frozen because of multiple declined transactions for insufficient funds, which resulted in your card being frozen for nine days. 
  
  Since you refused to provide a screenshot of the error message you received when trying to use your digital wallet, CashApp, to execute a transaction with your Lili Card number, our agent was unable to further diagnose the problem.
  
  Nevertheless, the agent suggested a way to transfer funds quickly, using a same-day *** transfer, which you initiated. The funds were transferred the same day. Also, a new debit card was issued and sent to you on March 13, 2024. 
  
  We hope this explanation is helpful.
  
  Sincerely,
  Lili Compliance
  

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card was charged $521 I reached out too lili for a dispute I was told they will reach out to me I called and spoke to someone and was told my dispute was denied I wasn't giving any reason why I never use ****** play and I want a refund back that was a scam someone used my information please help me

  

  Business Response

  Date: 03/22/2024

  Dear ***************************:
  We are writing in response to your complaint of March 12, 2024, to the Better Business Bureau concerning disputes of debit card transactions 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 called Lili customer support to dispute $521.00 of unauthorized transactions and you have not received a response. You add that you never use ****** Play, which was one of the merchants subject to your dispute.
  We note that this complaint raises substantially the same issues as your complaint of February 29. 2024, to the BBB. 
  Lili has reviewed your account history in light of your complaint and provides the following summary: 
  You opened a Lili business deposit account on January 25, 2022. You called and emailed Lili customer support on January 31, 2024 to dispute 156 transactions from the merchant Yue Fun totaling $614.68. The dispute was filed that same day. You claim in your complaint that you never use ****** Play, but the account has a history of hundreds of ****** charges that appear to be ****** Play transactions.
  On February 2, 2024, you were notified via email that your dispute was denied due to your extensive transaction history and no prior disputes with the merchant. We note that your transaction history with the merchant spanned about 18 months. You called Lili support a month later, on March 1, 2024 inquiring about the status of your dispute. The agent informed you of the outcome, and you requested an appeal. The agent informed you that you would need to provide further support to appeal your dispute. You have not responded to the agent's request. 
  In summary, you called Lili customer support to dispute 156 transactions over approximately 18 months, totaling $614.68. You lost, requested an appeal, but provided no further documentation to support an appeal. 
  We would be happy to reconsider your dispute, but we would need additional support for your claim. If you chose to do so, please send the further documentation to *********************************.
  Regards,
  The Lili Compliance Team
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  I have been an account holder with ********************** for around 2 1/2 years and I've never experienced this kind of problem. I was charged a bank fee of $35.00 on March 1 2024, I contacted Lili by email to inquire what the charge was for, I was told it was the fee for being a premium account holder. I was told that around January 9th2024 my account was upgraded from basic to premium, I do remember doing the upgrade after speaking with reps at Lili. But I also sent an email on January 25th 2024 to Lili requesting that my account be downgraded to standard. I have a copy of that email. But because Lili technical name for the standard account is called basic and not standard which have the same meaning they said my account was not downgraded because of the wording of standard not basic. They then proceeded to tell me that the charge occurs 30 days from account set up day which they have as 1-9. Yesterday was 3/1 that would mean I've already been charged once and this is the second charge which has occurred,and the due date would be on 3/9 if it was an accurate charge. That means they took the fee 9 days early from my account. I emailed in today 3/2 to explain I had downgraded and to ask for a refund and was told they would not refund me!

  

  Business Response

  Date: 03/15/2024

  Dear ***********************:
  We are writing in response to your complaint of March 4, 2023, to the Better Business Bureau concerning disputes of debit card transactions 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 were charged a $35.00 bank fee on March 1, 2024. You contacted Lili to inquire about the charge and they informed you that it was a fee for the Lili premium account. You mention that you remember upgrading your account on January 9, 2024, but that you sent Lili an email on January 25, 2024, requesting to downgrade your account to the standard account. You claim that the account was not downgraded per your request. You stated you emailed Lili on March 2, 2024 to ask for a refund and were told you would not receive a refund.
  You opened a Lili business deposit account on October 31, 2021 as a sole proprietorship. On January 9, 2024, you upgraded your account to ********************** Premium, which has a fee of $35.00 per month. 
  On January 25, 2024, you emailed Lili customer support to downgrade your account to the standard account. An agent replied to your email on the same day, asking you to review the attached chart of accounts and their price and benefits to confirm the plan for you. You did not respond to this email.
  On March 1, 2024, you were charged the Lili Premium account plan fee of $35.00. 
  On March 2, 2024, you emailed Lili customer support with your previous email about downgrading your account from January. The agent responded to you informing you that because you did not respond to the agents follow up email asking you which plan you were interested in downgrading to, your account was not downgraded. You asked to be refunded the fee you were charged, but were informed that you would not be refunded the fee as the metal debit card had already been sent to you.
  As a courtesy, Lili has refunded you the $35.00 fee by way of a credit to your account. We apologize for any misunderstanding about your request for a downgrade, and we thank you for being a Lili customer. 
  
  
  
  
  
  
  
  Regards,
  The Lili Compliance Team
  
  

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Money was taking off my card for 521 dollars I reached out to lili banking and I canceled my card and filed a dispute and I never heard bank from them

  

  Business Response

  Date: 03/07/2024

  Dear ***************************:
  We are writing in response to your complaint of February 29, 2024, to the Better Business Bureau concerning disputes of debit card transactions 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 called Lili customer support to dispute $521.00 of unauthorized transactions and you have not heard back since the filing of your dispute.
  Lili has reviewed your account history in light of your complaint and provides the following summary: 
  You opened a Lili business deposit account on January 25, 2022. You called and emailed Lili customer support on January 31, 2024 to dispute 156 transactions from the merchant Yue Fun totaling $614.68. The dispute was filed that same day. Our review found that you executed 340 transactions with this merchant from July 12, 2022 to March 6, 2024.
  On February 2, 2024, you were notified via email that your dispute was denied due to your extensive transaction history and no prior disputes with the merchant. We note that your transaction history with the merchant spanned about 18 months. You called Lili support a month later, on March 1, 2024 inquiring about the status of your dispute. The agent informed you of the outcome, and you requested an appeal. The agent informed you that you would need to provide further support to appeal your dispute. You have not responded to the agent's request. 
  In summary, you called Lili customer support to dispute 156 transactions over approximately 18 months, totaling $614.68. You lost, requested an appeal, but provided no further documentation to support an appeal. 
  We would be happy to reconsider your dispute, but we would need additional support for your claim. If you chose to do so, please send the further documentation to *********************************.
  
  Regards,
  The Lili Compliance Team
  
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction : February 5th , 2024 Amount of money : $163 Business committed to provide me : Money out Atm Machine Nature of Dispute : Atm Machine Down , Money was not received Business told me to reach out to my bank for a refund Account Number : ************

  

  Business Response

  Date: 02/28/2024

  Dear **********************:
  We are writing in response to your complaint of February 14, 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 ***. According to your complaint, the business where the *** machine was located told you to reach out to your bank for a refund.
  You opened a Lili business deposit account on January 12, 2024. On February 6, 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. During the phone call, the agent reviewed your account and asked you to call back once the *** transaction settled, since it was pending at that time. 
  You called back on February 7, 2024, to file a dispute for $163.00 based on funds not dispensed from the ***. 
  On February 12, 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 $163.00 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 Team
  
  

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offer WEEKEND HELP yet refuse to offer any help, tell their customers they are of "LOW PRIORITY" & IGNORE THEM!!

  

  Business Response

  Date: 02/26/2024

  Dear ********************:
  We are writing in response to your complaint of February 12, 2023, to the Better Business Bureau concerning access to your Lili account and *********************** weekend customer support. *********************************************, 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 state that Lili offers weekend help, but you were unable to receive assistance. You mention that Lili tells their customers that they are a Low Priority and ignores them when they need assistance.
  You opened a Lili business deposit account on January 10, 2020. You emailed Lili customer support on February 9 and 10, 2024 about being unable to access your account. A customer support agent responded to your email on February 10, 2024 with a suggestion that you call our customer support center so that we could better assist you. You responded that you could not call us, so we continued to assist you by email.
  After reviewing your account, the agent noted that your physical card was sent back to Lili and you needed to confirm your address so that a new card could be issued and processed for you. After confirming your information, you informed the agent that you were still unable to login to your account.
  By email on February 10, 2024, you noted that one of the emails from our customer support agent identified your request as Low Priority. On Sunday, February 11, 2024, the customer service manager reached out to you to inform you that there was a technical issue that affected multiple customers that were unable to login to their Lili accounts and that they were working on the issue since Friday, February 9, 2024. Later on Sunday, February 11, 2024, the customer service manager reached out to you again to let you know that the issue was resolved and to confirm that you could access your account.
  In summary, you reached out to Lili customer support on Friday and Saturday, February 9 and 10, 2024, regarding an account access issue. The manager contacted you twice on Sunday, February 11, 2024, to, first, acknowledge the technical issue and then to let you know it was resolved.  
  We apologize for the inconvenience caused by this brief outage and hope that our rapid response over the weekend addressed your concerns. Thank you for choosing Lili as your financial service provider. 
  
  Regards,
  The Lili Compliance Team