Complaints

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:05/09/2025

  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.

  This app supposed to be bank closed my account and stole my direct deposit and now refuse to give it to me.

  Business Response

  Date: 05/20/2025

  Hello ******* ******,

  Thank you for bringing your concerns to our attention. Below is One Finance, Inc.'s (One) response to the complaint received on May 9, 2025.
  
  We acknowledge your concerns regarding the recent closure of your OnePay account. After careful consideration, your account was identified for closure due to activity that was inconsistent with the terms outlined in your account agreements. This determination followed a comprehensive manual review of your account and related activity. Please note that, for security and compliance reasons, we are unable to disclose additional details about our internal review process.
  
  With respect to your inquiry regarding direct deposits, our records show that the two most recent depositsApple Cash on May 2, 2025, and ************** on April 30, 2025have been fully utilized. No further direct deposits have been received in your OnePay account since those dates. If you believe a deposit is missing, please provide the relevant details so that we can investigate further.
  
  To assist with your inquiry, we encourage you to contact our customer service team at **************. Representatives are available from 9:00 a.m. to 9:00 p.m. Eastern Time, seven days a week. You may also reach out via our chat support, which is available 24 hours a day, seven days a week.
  
  We appreciate your patience and understanding throughout the process.
  Sincerely,
  One Finance, Inc.
  

  
  

• Initial Complaint

  Date:05/06/2025

  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.

  On 4/23 I initiated an instant debit transfer for $300 using my external debit card in the one pay app. The funds were immediately withdrawn but nothing in my account! Fast forward two weeks and I still dont have my funds! One pay says they dont have any funds and to contact my external bank but multiple people are going through the same situation!! You all need to look into this eternally!! This is very stressful!!! I just want my money back!!

  Business Response

  Date: 05/20/2025

  Hello ****** *******,
  
  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint, received on May  6, 2025.
  
  We sincerely apologize for any inconvenience this issue may have caused. We have reviewed your complaint regarding the missing funds ($300), and according to our investigation, the funds were returned to the external bank on April 23, 2025.
  
  We kindly request that you contact the external bank to confirm the receipt of these funds.
  
  If you have any further questions, please feel free to contact our customer service team at ************** from 9 AM to 9 PM ET, seven days a week. You may also reach us via chat support, available 24/7.
  
  We appreciate your patience and understanding throughout the process .
  
  Sincerely,
  OnePay

• Initial Complaint

  Date:05/06/2025

  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 had my account compromised my card was canceled I still have not received my money for this transaction I have been waiting since 03/11/2025 for my money back and keep getting the run around I file a dispute and they closed the dispute they didnt even contact the merchant to resolve the issue so if they needed to investigate they should have at least provided a provisional credit which I still havent got

  Business Response

  Date: 05/20/2025

  Hello ***** *****, 
  
  Thank you for bringing your concerns to our attention. Below is One Finance, Inc.s (One) response to the complaint received on May 6, 2025.
  
  We want to assure you that your dispute is currently under active investigation in accordance with our established guidelines. A chargeback has been initiated, and we are presently awaiting the merchants response. Our team is closely monitoring the case and will promptly provide updates via email as soon as additional information becomes available.
  
  Regarding provisional credit, we have reviewed the recent updates to the claim. The changes made to the narrative, specifically indicating that merchandise or services were not received, render the claim ineligible for provisional credit under our policy.
  
  If you have any further questions or need assistance, please do not hesitate to contact our customer service team at **************. Representatives are available from 9:00 a.m. to 9:00 p.m. Eastern Time, seven days a week. You may also reach out through our chat support, which is available 24 hours a day, seven days a week.
  We appreciate your patience and understanding throughout the process.
  
  Sincerely,
  One Finance, Inc.
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OnePay is refusing to close online access to my account, despite me closing my account with them. I had my personal information stolen recently and I'm trying to close all of my secondary financial accounts.

  Business Response

  Date: 05/14/2025

  Hello ***** *******,

  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint, received on May 5, 2025.
  
  We sincerely apologize for any inconvenience this may cause, but we wish to inform you that online access to the Onepay account has been disabled and will no longer be available moving forward.
  
  Also, to protect your personal information from unauthorized access and use, we use security measures that comply with federal law. These measures include computer safeguards and secured files and buildings.
  
  For further assistance, you may contact us at ************, available from 9:00 AM to 9:00 PM ET, 7 days a week, or via in-app chat, available 24/7.
  Thank you for your patience and understanding throughout this process.
  
  Sincerely,
  OnePay

  Customer Answer

  Date: 05/16/2025

  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:05/01/2025

  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.

  One bank allowed a gas station to decline my transaction for almost $40 but still allowed to merchant to "hold" that money to illegally make interest on the held amount. Said in app that it would be 1-2 DAYS it's been 5 total, 3 of those business days. I am fed up with the runaround. I am not longer settling for the held amount. It has taken far too long and this will not be resolved until I receive the total amount of ******. that includes a one hundred dollar fee for the nonsense I've had to put up with.

  Business Response

  Date: 05/09/2025

  Hello ****** *******
  
  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint, received on May 1, 2025.
  
  We sincerely apologize for the inconvenience you experienced in contacting OnePay multiple times regarding the $39.28 hold and not being informed promptly of its release.
  After reviewing your concern about the ******* transaction hold of $39.28, our records confirm it was released on April 25, 2025, making the funds immediately available to you.
  
  Gas stations often place an authorization hold larger than the final transaction amount. Once the transaction is processed, the hold adjusts to reflect the actual purchase, releasing any remaining funds back to your account.
  
  If your card is declined at the gas pump, please complete the transaction directly with the cashier for a specific dollar amount within your available debit balance.
  We have credited your account with $10 as a gesture of goodwill. Thank you for your understanding.
  
  Also, if you have any additional questions, please do not hesitate to contact our customer service team at ************** from 9 AM to 9 PM ET, seven days a week. Additionally, our chat support is available 24/7.
  
  Thank you for your patience and understanding throughout this process.
  Sincerely,
  OnePay

  Customer Answer

  Date: 05/12/2025

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

  $10 does not fix the fact that you guys let me down security wise because the store itself was closed the pumps were the only option for direct payment so your previous reply does not fully articulate how to solve the problem. My suggestion for solving the problem would be to not allow a company or store to place a hold on my card when it's been declined that is an issue only y'all's end. I feel as if though $10 is not adequate compensation for the amount of trouble that having those funds missing from my account caused.

   

   

   

   

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

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

  Business Response

  Date: 05/22/2025

  Thank you for bringing your concerns to our attention. Please find below OnePays response to your BBB complaint, received on May 13, 2025.
  
  We have carefully reviewed your concerns, including your dissatisfaction with our earlier response and the goodwill credit already provided.
  
  As part of our review, we confirmed that while a temporary authorization hold was placed in an amount greater than the final transaction total, that hold was released on the same day. As a friendly reminder, gas stations often authorize a hold that exceeds the actual purchase price. Once the transaction is finalized and posted, any unused portion of the hold is released back to your account, typically within a few business days.
  
  We understand how this may have caused confusion or inconvenience, which is why a $10 goodwill credit was issued as a gesture of apology. At this time, we have not identified any error on our part that would warrant additional compensation. However, if you experienced a fee as a direct result of the hold, please share supporting documentation so we can review further. Additionally, we have noted your suggestion regarding "not allowing holds on cards" and will consider this recommendation for future enhancements.
  We appreciate your patience and understanding, and thank you again for giving us the opportunity to address your concerns.
  
  Sincerely
  OnePay
  
  

  Customer Answer

  Date: 05/23/2025

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

  They merely repeated the same thing they did the first time when I rejected their response. I've sent proof of the total amount of the transaction and stuff not received my compensation for this issue. 

   

   

   

   

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

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

• Initial Complaint

  Date:04/26/2025

  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 have a bank account with **********************, the email address attached to my account is ******************* I have multiple disputes with this company due to unauthorized charges, i will be linking all the case numbers because i found that disputing these transactions with this business has done me no good, I'D *** THEM EITHER REDONE. OR MY MONEY BACK. I'd like my money back in the end, here they are below:*********** *********** *********** *********** *********** *********** ***********

  Business Response

  Date: 05/09/2025

  Hello ********
  
  Thank you for bringing your concerns to our attention. Below is One Finance, Inc.s (One) response to the complaint received on April 26, 2025.
  
  We understand that you are dissatisfied with the outcome of one or more claims, and we want to assure you that your concerns have been taken seriously throughout the review process. Below is an update on each of your dispute claims:
  
  Claim ID: *********** Amount: $14.52 ************* Fam & Eleven) Status: Denied Reason for Denial:
  No attempts were made to drain the account following the disputed transactions.
  No changes to Personally Identifiable Information occurred during the disputed timeframe.
  Only known devices accessed the account during the disputed timeframe.
  An account takeover investigation was conducted, and no fraudulent patterns were observed.
  
  Claim ID: *********** Amount: $58.28 ***** Eats) Status: Reopened on May 1, 2025 Notes: This claim was reopened on April 2, 2025, and is currently under review. We will reach out to you as soon as an outcome is available.
  
  Claim ID: *********** Amount: $53.39 (DoorDash, ************ Fam & Eleven) Status: Denied Reason for Denial:
  No attempts were made to drain the account following the disputed transactions.
  No changes to Personally Identifiable Information occurred during the disputed timeframe.
  The transaction was executed via a digital wallet.
  Only known devices were logged during the transaction.
  
  Claim ID: *********** Amount: $10.99 (Shipt) Status: Reopened, in progress Notes: The claim was previously withdrawn but is now queued for reopening and currently under review. We will reach out to you as soon as an outcome is available.
  Claim ID: *********** Amount: $31.95 (Discord & Apple) Status: Denied Reason for Denial:
  The disputed transaction was executed via a digital wallet.
  The customer has a history of digital wallet creation.
  The transaction history indicates the customer had an undisputed transaction using the same token.
  
  Claim ID: *********** Amount: $21.95 (Instacart) Status: Denied Reason for Denial:
  No attempts were made to drain the account following the disputed transactions.
  No changes to Personally Identifiable Information occurred during the disputed timeframe.
  Only known devices were logged during the transaction.
  The disputed transaction was executed via a card on file.
  
  If you have additional information, such as receipts, a police report, or communications with the merchant, you may submit these documents to request that your dispute be reopened. Without new documentation, we consider this matter closed.
  
  If there is anything else we can assist you with, please contact our customer service team at **************. We are available from 9:00 AM to 9:00 PM ET, seven days a week. You may also reach out through our 24/7 chat support for your convenience.
  
  We appreciate your patience and understanding throughout this process.
  Sincerely, One Finance, Inc.
  
  

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously held a savings account with *********************************************, account number ***********, which was closed on April 5, 2025. After the account was closed, a $300 cashback reward was deposited into the account. However, since the account had already been closed, I was unable to access or withdraw the funds.I have contacted One Finance multiple times to request that the $300 be transferred to my ********************* account. Each time I called, I was informed that the matter needed to be reviewed by their internal control team. It has now been nearly two weeks, and my request remains unresolved.During my most recent call, a representative assisted me in creating an urgent follow-up request (reference number: *******), yet I still have not received any updates or resolution.

  Business Response

  Date: 05/06/2025

  Hello **** ****,
  
  Thank you for bringing your concerns to our attention. Please find below OnePays response to your complaint received on April 24, 2025.
  
  We regret any inconvenience you may have experienced during the process of transferring your remaining balance to your linked account. Our goal is always to ensure requests like these are handled promptly and accurately.
  
  Upon review, we identified that an internal oversight delayed the completion of your request. Weve since resolved the issue, and the funds were successfully transferred to your **************** account on May 3, 2025.
  
  We appreciate your feedback and have provided additional guidance to the team involved to help prevent similar issues in the future.
  
  If you have any further questions, please feel free to contact our customer service team at ************** from 9 AM to 9 PM ET, seven days a week. You may also reach us via chat support, available 24/7.
  
  Thank you again for your patience.
  Sincerely
  OnePay

  Customer Answer

  Date: 05/07/2025

  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:04/22/2025

  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.

  On April 7th, Onepay withdrew $300 from my bank account. I don't have an account with ********************** and have never had any business dealings with them. I notified my bank, then called the number my bank gave me for Onepay. I told them that they took $300 out of my bank, and I'd like for them to return it to me. They refused to talk to my bank. They told me they needed to get some information from me then send my claim to their review team. I received an email from them telling me that I don't have an account with them, so therefore, they're closing my claim. I told them in the first place that I don't have an account with them, yet they took money from my bank account. I'm stuck fighting, along with my bank, to get my own money back from a company that's unwilling to work with me.

  Business Response

  Date: 04/28/2025

  
  Hello **** ******** 
  
  Thank you for bringing your concerns to our attention. Below is One Finance, Inc.s (One) response to the complaint received on April, 22,2025. 
  
  We understand how concerning it is to see an unexpected charge on your account and are sorry for the inconvenience this situation has caused you.
  
  After reviewing the information you provided, we could not locate any accounts or transactions associated with your name, phone number, or email address in our system. As you are not a customer of **********************. We unfortunately do not have access to your banking information or the ability to reverse the transaction directly.
  
  Because of this, we would request that you contact your bank or card issuer as soon as possible to initiate a formal dispute for the $300 charge. All banks have established procedures in place for handling unauthorized transactions and can investigate.
  
  While were unable to assist further on our end without an associated customer record, were happy to cooperate with your bank should they need any information from us during their investigation.
  
  We thank you for your understanding throughout the process. 
  Sincerely,
  One Finance, Inc.
  
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent court documents to establish me as executor of my father's estate and requested hos assists from the institution I was told to send email via support after contacting the company via 800 number I was dismissed and asked to send documents via email it is not 7day later and no reply nothing my father is dead and now I

  Business Response

  Date: 04/28/2025

  Hello ****** ********,
  
  Thank you for bringing your concerns to our attention. Below is OnePays response to your complaint, received on April 16, 2025.
  
  We received your Certificate of ************************ and confirmed its receipt by email on April 16, 2025. All documents have now been fully verified.
  On April 28, 2025, you provided your mailing address for the check covering the remaining balance.
  
  Our internal teams are completing their final checks. Once these are finished, the check for the remaining balance will be mailed to the address you provided.
  In the meantime, if you have any additional questions, please do not hesitate to contact our customer service team at ************** from 9 AM to 9 PM ET, seven days a week. Additionally, our chat support is available 24/7.
  
  Thank you for your patience and understanding throughout this process.
  Sincerely,
  OnePay

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a one pay account number for 2 years called 100s of times for various reasons now they say my last 4 of my social are wrong. When I set it up it was verified by social security now my accounts locked. Now I have hundreds in unauthorized charges but I can't speak to any one because they can't verify my last 4 any more

  Business Response

  Date: 04/28/2025

  
  Hello **** ******,
  
  Thank you for bringing your concerns to our attention. Below is OnePays response to your complaint, received on April 15, 2025.
  
  After a thorough review, we identified two reasons your account information was not updated:
  We did not receive an image of your Social Security card.
  An image was later provided, but the verification process ( ID & Photo) was not completed.
  
  Following your additional request and submission of the required information, we re-examined the documents you provided and completed additional internal checks. Your Social Security information has now been successfully updated. An email confirming this update was also sent to you on April 25, 2025. We sincerely apologize for any inconvenience this may have caused.
  
  If you have any additional questions, please contact our customer service team at **************, available seven days a week from 9 a.m. to 9 p.m. ET. You can also reach us via 24/7 chat support.
  
  Thank you for your patience and understanding.
  Sincerely
  OnePay