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:06/03/2025

  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.

  Tell us about your problem:I am filing this complaint against Vola Finance Inc. for initiating an unauthorized ACH withdrawal from my bank account after I made multiple requests to revoke their access.I contacted Vola on three separate occasions, starting on May 29th 2025, to revoke their ACH authorization. Despite clearly requesting that they no longer withdraw funds from my account, my requests were either ignored or denied. Then, on June 3rd 2025, Vola withdrew $120 from my account without my consent.This charge was unauthorized and made after I had already communicated my intent to revoke permission. Under the *************** Transfer Act (EFTA), I have the right to revoke ACH authorization, and Volas actions are a violation of that right.I am seeking the following:A full refund of the 120 that was withdrawn without consent.Written confirmation that Vola has fully revoked my ACH authorization.A guarantee that no future withdrawals will be made from my account.I hope the ******************** can assist in facilitating a resolution and ensuring that Vola complies with consumer protection laws.

  Business Response

  Date: 06/09/2025

  Dear *****,
  Thank you for bringing this matter to our attention, and we sincerely apologize for any frustration or inconvenience this experience has caused. At Vola Finance, we take your concerns seriously and are committed to ensuring transparency, respect for your preferences, and full compliance with consumer protection laws.
  We have carefully reviewed your complaint and the history of your communication with our support team. Based on your request, we have taken the following immediate actions:
  Full Refund: A refund of $120 has been approved and is being processed. You should see the funds returned to your account within 57 business days, depending on your bank.
  ACH Authorization Revoked: We have fully revoked Vola's authorization to initiate any future ACH withdrawals from your account. You will not see any further charges from us moving forward.
  Confirmation of Action: This message serves as your written confirmation that your ACH authorization has been revoked and that your request has been honored in full.
  At Vola, our goal is to empower our users with tools to manage their financial wellbeing while maintaining the highest standards of service and integrity. Were continuously working to improve, and your feedback plays a crucial role in that process.
  If you have any further questions or require additional assistance, please dont hesitate to reach out to us directly. We're here to help.
  Warm regards,
  The Vola Finance ************************* ****************************************************************************

• Initial Complaint

  Date:05/01/2025

  Type:Delivery 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 out an email to vola to revoke authorization for them to stop debiting my account. I received an email with a form for me to fill out to put my name and email address in order to revoke it. Well that was weeks and weeks ago and I have yet to hear anything! I have checked my spam and there is nothing from them! I see I am not the only one having this issue!

  Business Response

  Date: 05/05/2025

  Hi *****,
  Thank you for reaching out, and Im truly sorry for the inconvenience youve experienced. We absolutely understand how frustrating this situation must be and appreciate your patience.
  First and foremost, weve reviewed your case, and I want to assure you that you will be refunded for any incorrect charges that may have occurred during this period. Our team is currently processing this, and youll receive a confirmation as soon as the refund has been issued.
  Regarding your request to revoke authorization for ACH debits:
  We sincerely apologize for the delay in response after you submitted the revocation form. That is not the experience we aim to deliver, and were taking your feedback seriously. Ive escalated your case to our support lead, and your revocation request is now being prioritized. You will receive a confirmation email within the next 2448 hours confirming that all debits have been halted.
  Were also working on strengthening our communication processes, especially for sensitive requests like yours. As our user base continues to grow, we are enhancing our support systems with AI-driven case tracking and automated confirmation updates to prevent lapses like this in the future.
  If you have any additional charges, screenshots, or dates you'd like us to double-check, please feel free to reply to this emailwere here to make sure everything is made right.
  Thank you again for bringing this to our attention and for being part of the Vola community.
  

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never had any issue with this until this month. Been using vola for long time but now they decided to change my subscription from Diamond to shooting starts and I never requested this. I paid ***** every month to have access up to 500. Last month I was able to get 400 and I paid back. Now my advanced is lower. I been trying to contact customer service creating multiple tickets with not luck or any answer. I try to change back to my Diamond tier an I'm not able to do it. I need this to be fix. I'm a loyal customer but customer service is the wrost here. I want to have my account back the way it was before that I was able to get 500 or 400 not 280

  Business Response

  Date: 04/16/2025

  Thank you for reaching out and letting us know about this issue. We sincerely apologize for the inconvenience and the frustration youve experienced. We understand how important it is for you to have the Diamond tier with the correct advanced amount.
  Weve reviewed your account and will take the following steps immediately:
  Restore your subscription to the Diamond tier, so you will once again have access to the 500 (or 400) advance limit, just like before.
  Issue a refund for one months subscription fee to compensate for the unexpected change to your account.
  We value your loyalty and want to make sure you can continue enjoying Vola without any further trouble. If you have any additional questions or concerns, please reply to this message or call our support line at [Contact Number]. Were here to help and will do our best to ensure this situation is fully resolved.
  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:02/26/2025

  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 signed up for vola finance the very beginning of January. I applied for an advance once my score was high enough. Nothing about this app is clear. You need a virtual card in order to get an advance. Which requires you to change your tier subscription. I applied for said card and I received the verification link. I put in my information CORRECTLY - I always triple check. And I got denied. I reached out to their intermittent support, or lack there of. And theres a long back and forth thread of useless information. I was told It appears that the bank rejected your Vola card application because you did not provide the additional documents.They would have sent you an email explaining why your application was ************* flash. I never received ANY email asking for additional documents. Ever. All it tells me is you may apply again. The verification link only asks for personal information - not documents. I sent a screen recording of the process I go through to apply, so that they were able to see that I do not receive an email requesting additional documents, NOR do I receive an email stating why I was denied. I didnt then- and I still havent to this day - received any follow up email after applying. Ive sent countless emails and have received no response. I call their support number listed on their terms and conditions - ************** - and whatta ya know? DISCONNECTED. They clearly dont care about how they represent themselves as a business considering I told them I was reporting this more than once, and they just havent replied. .Attaching documentation showing the several times Ive reached out with no response.

  Business Response

  Date: 02/27/2025

  Im really sorry to hear about your experience and I appreciate you taking the time to share your concerns. Please allow me to provide more context to clarify some points:
  Virtual Card Requirement & Application Process: We understand that the process could have been more transparent, and were committed to improving clarity around our services. The virtual card is required for securing advances, but our agents do not have any control over the Vola score or the approval processthose decisions are made through automated systems. This is why agents cannot modify the score or influence the bank's decision. We strive to make the process as seamless as possible, and I apologize for any confusion caused by the lack of clear guidance.

  
  Application Denial and Lack of Communication: I want to emphasize that Vola agents are not involved in the decision-making process of the Vola score or the rejection of applications, as these are processed through automated systems. I understand that not receiving a follow-up email can be frustrating, and we are investigating why this communication didnt reach you. However, please note that we strive to respond to all customer inquiries within 24 hours, and we are actively working on improving our response times and ensuring that every customer is fully supported.
  Support Accessibility: I apologize for the disconnected number you reached out to. Were currently in the process of improving our support infrastructure, and we are working to ensure that all contact information is up-to-date and functional. We value our customers time, and were committed to resolving this issue for you as quickly as possible.
  Additionally, I want to highlight that if you're looking for an advance without needing to change your tier subscription, you can email us directly at ******************************** with all your details, and we'll process your request for a free advance.
  To make this right, Id be happy to escalate your case to our support team for further investigation and offer you a refund for any charges incurred. Thank you for your patience and understanding as we work to improve. Please let me know how youd like to proceed, and well get this resolved for you right away.

  Feel free to contact me directly at *************************************************************

• Initial Complaint

  Date:02/14/2025

  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.

  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 was not refunded like they said I would be. I did not accept the resolution right away to see if they would do as they said they would in their message to me here, but I have yet to receive my refund.

   

   

   

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

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

  Business Response

  Date: 02/14/2025

  Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you've experienced. We understand how frustrating it can be when unexpected charges occur.
  After reviewing the situation, we have initiated a refund of $40.97 to your account. We truly appreciate your patience as we resolve this matter, and we are committed to ensuring this does not happen again.
  If you have any further questions or concerns, please feel free to reach out. Thank you for your understanding.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the frustration and inconvenience this situation has caused you. At Vola Finance, we strive to provide the best possible experience for our customers, and we take your concerns seriously.
  We appreciate you bringing this to our attention, and we understand how important it is for your billing preferences to be honored. While we continuously work to improve our processes, we regret any errors that may have led to these unexpected charges.
  Regardless of the circumstances, we want to make this right. We have processed a refund of $40.97, which should be reflected in your account soon. Additionally, we have taken extra measures to ensure that no further charges occur on your account moving forward.
  If you have any other concerns or require further assistance, please dont hesitate to reach out. Your satisfaction is our priority, and we appreciate the opportunity to resolve this for you.

  Customer Answer

  Date: 03/05/2025

  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:02/13/2025

  Type:Product 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,
  
  ******* *******
  
  
  
   
  
  

  Business Response

  Date: 02/14/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience and confusion this situation has caused. We want to clarify that Vola Finance does not purchase or obtain any personal or banking information from third parties.
  We have reviewed your situation and have initiated a full refund for the charges you mentioned. Additionally, we will ensure that your banking information is securely removed from our database, as requested.
  We truly value your trust and will take steps to prevent any further issues. If you have any further questions or need additional assistance, please dont hesitate to contact us. Thank you for your understanding.

• Initial Complaint

  Date:01/03/2025

  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 have tried revoking Vola Finances right to charge anything to my bank account and they are ignoring me and wont help me over the phone. Im a type 1 diabetic in need of insulin during financial hardship and they still wont answer me about the revocation

  Business Response

  Date: 01/03/2025

  *****,

  I am sorry to hear you had trouble using our app, our customer service team was saturated over the holidays and experienced some delayed in getting back to users.

  I have taken a look at your account, revoked ACH authorization and issued you a refund for the last charge, this should reflect in your bank account in a couple of days.

  Please let me know if I can help you with anything else.