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:05/03/2024

  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.

  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,
  
  ***********************
  
  
  
  
   
  

  

  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 Compliance 

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 do

  

  Business 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 Compliance 
  

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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: 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 Team
  
  

  

  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 Team
  
  

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  *************************
  
  
  
  
   
  ********* 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 Team
  
  

• Initial Complaint

  Date:04/19/2024

  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.

  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,
  
  *********************************
  
  
  
  
   
  

  

  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 Team
  
  

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Team
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  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
  

• 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.

  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,
  
  ****** *********************
  
  
  
   
  
  d 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.