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:11/03/2023

  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.

  The Clair app is made to advance pay, however they do not meet their policies. After using it a few times they will occasionally say you owe a balance on payday before you can further access your pay. This can be paid from a bank to bank transfer that their app says takes 1-3 business days. Everytime this has happened for me it will clear my bank and Clair will sit on it for a week or greater, claiming they dont have it and I cannot access my pay still. They also have had repeated miscalculations of my pay rate where they have decided I get the federal minimum against what they received from my employer. This error has cost me hundreds and takes hours of arguing with them to admit any error at all. It has now been a full week since a transfer to them cleared my other bank account. I am attaching a screenshot of my account on 11/2 with the 10/26 transfer still sitting on Clairs end. I have attached a screenshot of their claim of 1-3 business days and the agents response of an extended timeline that has also been exceeded now. They need to be accountable. They are hurting people financially.

  Business Response

  Date: 11/15/2023

  Dear Sir/Madam,
  This ****** is in response to the above-referenced Clair consumers Better Business Bureau complaint regarding her experiences transferring funds into her Clair Spending Account and using the earned wage advance loan feature.

  
  Regarding her transfer of funds, Clair confirms that this consumer initiated a transfer from within the Clair App on October 26, 2023. This consumer initiated a transfer of funds from an external bank account to her ********************** Spending Account, and these funds arrived in her Clair Spending Account on November 3, 2023. When the consumer initiated this transfer, the timeline advertised within the Clair App for such a transfer to be complete was 1-3 business days. When Clair launched this transfer feature, this timeline was accurate. However, in mid-October, Clair needed to elongate this timeline to 6 business days due to internal controls and procedures. On November 7, 2023, the Clair App was updated to reflect this new timeline. We sincerely apologize that the timeline displayed in the Clair App and referenced by our support team was not accurate for this user. The ********************** App is now updated and the customer support team has been trained on the new timeline to ensure all consumers receive information that accurately matches the current transfer timeline.
  Regarding the consumers experience using the earned wage advance loan feature, let us first provide some background on this feature. 

  
  Clair integrates with payroll providers and time and attendance systems to give employees with access to these systems the ability to open deposit accounts at Pathward, N.A., an FDIC-insured institution (Pathward), and become eligible for earned wage advance loans from Pathward. The deposit account at Pathward is the consumers Clair Spending Account. Only employees who open a Clair Spending Account and direct deposit all or a portion of their paycheck into their Clair Spending Account *********************** consumers) are eligible for Pathward earned wage advance loans. If a Clair consumer has wages due from an employer, but has not yet been paid those wages, a Clair consumer can use the Clair App to request a portion of their earned wages be deposited into their Clair Spending Account as an earned wage advance loan from Pathward. Clair consumers are presented with the earned wage advance loan agreement, disclosures, and payment authorization. The loan is fee-free and 0% interest. On payday, when the employer direct deposits the Clair consumers pay into the Clair consumers Clair Spending Account, pursuant to the agreed upon payment authorization, Clair debits the Clair Consumers Spending Account for the amount advanced to repay Pathward. Neither Pathward nor Clair charge the Clair consumer for repaying the loan.

  
  In this consumers case, her employer, X Disguises, is integrated with the time and attendance system, Humanity. Through Clairs integration with Humanity, Humanity provides Clair with data regarding when the Clair consumer works a shift and how many hours were worked during that shift. Additionally, if an employer has employee-specific rates of pay entered into Humanity, Humanity will pass Clair this data as well. This data allows Clair to determine how much the consumer is eligible to advance during a given paycycle. Here, this consumers employer did not record the consumers pay rate within Humanity.  Accordingly, because Clair has no visibility into the consumers specific rate of pay, Clair defaults to minimum wage when calculating how much this consumer is eligible to advance. Clair defaults to the minimum wage in situations like this to protect the consumer from advancing more than they will be able to repay on payday when their paycheck direct deposits into their Clair Spending Account. On June 5, 2023, Clairs customer support team explained this to the consumer. We sincerely apologize for any confusion this consumer experienced when using the product. We have given this consumers feedback to our product team and will continue exploring alternative methods  of receiving pay rate data outside of Clairs current integration with Humanity.

  
  We trust that this ****** provides the information required for resolution of this matter. Should you have any questions or need additional information, please contact Clair ****************, and ask for ********* 
  

  *************************
  Vice ********** **********************

  Customer Answer

  Date: 11/22/2023

  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]

   

  In their response, they have decided to share quite a bit of my personal information. This is now publicly accessible and very alarming the comfort a bank has publicly sharing the personal details of someone who posted anonymously. Can the businesses response be taken down or modified, without of all of my personal information they decided to share with the world?

   

   

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

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

  Business Response

  Date: 01/02/2024

  Hi Sir/Madam,

  I am trying to get in touch with the BBB to edit our initial response. I have sent them an email and called and left a voicemail and the BBB has not returned my call to help with this. Until I hear from the BBB, I cannot edit our initial response message.

  I did reach out to this consumer directly from Clair's customer support team to attempt to discuss this matter but was not able to reach the consumer.

  Clair

  Customer Answer

  Date: 01/02/2024

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