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:04/16/2025

  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 contacted them days ago and they said they would get back with me. To straighten out their system. Up on today and receiving my daughter's debit card her pin didn't work even though the app showed the pin number this needs to be corrected immediately thank you

  Business Response

  Date: 04/23/2025

  Good Afternoon, 

  Thank you for sending the complaint through on behalf of *******.

  After thorough investigation, I was unable to locate any contact ******* made relating to the PIN issue however I was able to see her daughter had made several successful transactions using chip & PIN.

  I reached out to ******* via email to advise it appears the issue she had may have been a technical glitch but requested for her to confirm everything was working as is and to also offer her daughter $10.00 by way of apology for the inconvenience. 

  ******* has already responded to confirm everything is working as it should, she was happy to accept the $10.00 and for me to now close the complaint. 

  I have closed the complaint and case on my side but advised ******* she is welcome to reach out if there are any further issues. 

  Thank you 

  ****

  ****** ***** **** ******* 

• Initial Complaint

  Date:02/07/2025

  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 requested to close my daughters, **** ******, account in January 25, 2025. I was told it takes 5 days. It is now February 5, 2025, and no money has been returned. It doesnt take 10 days to close a minor childs account. The card does not work as of January 25, 2025. What could possibly be pending? She hasnt used it!

  Business Response

  Date: 02/28/2025

  Hi ******,
  
  I hope this message finds you well. I am writing in response to your recent complaint, which you initially contacted us about on the 25th January. We value your feedback and are committed to resolving this issue to your satisfaction.
  
  I understand that circumstances can be busy, and we respect your time. As I have not received any further communication from you since 22nd February 2025 and for the fact a receipt has been provided for the funds being returned to you on 11th February, I must consider your complaint closed. 
  
  As mentioned in my previous email, you originally contacted us due to a delay in receiving your refund.
  
  When you cancelled the account on 25th January, we advised to allow 7-10 working days to receive the funds that were in the account. This means the funds absolutely should have returned by the 7th February.
  
  Unfortunately, due to an internal error, this meant the refund was processed on 10th February for you to receive on 11th February, 2 working days longer than we had originally quoted, of which we have provided a receipt for. 
  
  I am sincerely sorry for the delay in returning these funds to you, we provide ourselves on the service we offer so to see this was not the case on this occasion is very regretful.
  
  Should you wish to revisit this issue or have any additional concerns in the future, please do not hesitate to reach out to us.
  
  I believe that we have now addressed your areas of concern and you can regard this email as confirmation of our final response. 
  
  Thank you for your patience and understanding.
  

  Warm regards
  
  ****
  
  Acorns Early Manager

• Initial Complaint

  Date:01/15/2025

  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 requested before that we have our membership fees and our balance refunded. We had issues using the service, the chores and other features werent operating as they should and we had multiple people try to send ***** money for birthdays or small chores he did for them and there were always issues. We cancelled the service and still have a balance. We have requested that balance back and we want just a paper check that we can deposit ourselves without giving them any more additional info. They state that they cannot Due to GoHenry being a financial service we do not issue checks but every financial service Ive ever had refunds balances automatically by check if a balance is left after closing. I closed this account in the summer 2024 and theyre keeping the money because I wont provide them any account info. They still need to send the leftover balance whether I give them the info or not. And Id still like our membership fees refunded. Ive been going back and forth with this company since we closed the account.

  Business Response

  Date: 01/24/2025

  Good Afternoon ******, 

  I hope you are well. I have tried calling you again today to discuss my email sent on January 21st however I was unable to leave a voicemail and haven't heard back regarding my email. I also left a voicemail on January 17th as was unable to get hold of you then too. 

  Firstly I would like to sincerely apologise for the frustration and inconvenience you have felt due to not receiving your refund back as of yet. 

  I mentioned in my initial email on January 17th that as we are an online financial service and completely paperless as well as the fact we are not classified as a 'bank', we are unable to process any cheques for funds to be returned. I appreciate you are concerned about sharing your bank account information with us however I have advised that we can take the infomation via a secure phone line and once the call is over, I can mark it as sensitive to ensure it is deleted from all platforms within our company. As we are unable to provide a cheque, the only way we can process the refund is via bank transfer. I am more than happy to call you at a convenient time for you to take this information over the phone, or you are welcome to respond to my prevoius email and once the refund is processed I will of course delete all correspondence containing senstive data. 

  As a gesture of goodwill for the fact we did not explain the reason we could not process a cheque for you I also offered to add an additional $15.00 to your account to be returned along with the funds currently awaiting action. I can assure you we are not looking to hold these funds we just need to be able to return them in the only way we can. 

  You also mentioned you have contacted us about multiple issues in the past however I have checked all communications platforms including live chat, phone and email with both the registered email on your account and the phone number we hold for you and unforutnately I cannot find any correspondence relating to the issues you mentioned. I have asked if you could provide an alternate telephone number or email address that you could have contacted us from so that I can look into this further for you. Our agents also leave notes on all accounts when hey have entered an account and cannot find any notes other than issues that had been dealt with on the call at the time. 

  I really would like to get this resolved for you and investigate further so please do get back in touch by responding to my email from the 21st Jan. 

  Warm regards

  ****

  Acorns Early, Team Manager

   

• Initial Complaint

  Date:08/12/2024

  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.

  Go ***** has canceled my account for no reason. Today I recurve an email stating "**** ********* ** *** *** ***** ******* ** ** ******** ****** ** *** ****** **** ***** ****** *** ** ******* *** *** ******** **** ** * ****** ***** ******* *** ******** *** ***** ******** *** *** ** *** **** ******* **** ** *** ******** ** ******** *** ******** ** *** ******** ******** *** ******* *** * ********************** ******** ** ** ******* *** ******** ** ****** **** *** ****** ** ***** **** ** ********* ** ****** *** ** **** *********** **** ************** ** **** ** **** ****** ******* ** **** ** ******** **** ******** ** *** *** ******************* ******* ******** *** ***** ** ********* **** ****** ** *** ******* ******* *** ** * ******* **** ******* *** *** **** ********* *** *** ***** ***** ****** ** *** ******* **** ** ******** ** *** ****** **** ** **** *** ******** * ** ***** **** ** *** ****** ** ** ** ******* ** *** ** **** ***** " my son has had this account for months with no problem. All info on the account is accurate so I don't see the problem. I called and the representative said she couldn't see a reason as to why my son's account was closed and that I would have to respond to the email. I did respond. What I find funny is all of this after go ***** sent a promotion where is you refer 3 friends your child receives some money. I think the account was $550 total. We referred the friends and verified that they did everything on their end and now before they pay us the promised amount our account gets closed with no explanation.

  Business Response

  Date: 08/14/2024

  Hi ********, 

   

  I have attempted to call you today to dicuss this further. Sadly I wasnt able to catch you. I have sent you a follow up email. As mentioned We don't take the decision to withdraw our service lightly, however, having reviewed your account, unfortunately, the sign-up didn't align with our terms and conditions. As per our Terms & Conditions, GoHenry reserves the right to terminate your access to the GoHenry website and as a result, your account has now been cancelled.Any remaining balances will return to your stored card within 7-10 working days. I sincerley apologise for any inconvenience caused. I have included the relevant T'sand C's in the email I sent to you today. 

  Thanks, 

  ****** Team Manager 

  Customer Answer

  Date: 08/14/2024

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

  [GoHenry has yet to inform me in detail about what if any part of my sign up did not meet their terms and conditions.  As stated before my son has had this card active for some months with no issue.  I firmly believe go ***** has canceled this account to prevent paying the promised $550 promotion. In addition to these investigations I will be notifying ALL persons we invited into service with go ***** of their shady dealings. I will let them make a decision as to whether they would like to continue business with such a untrustworthy worthy company especially when it is dealing with money attached to your personal account.  My desired resolution is to receive the promised amount, which is $550 or I will take further action. This is truly disappointing to have had this happenand honestly I no longer trust this company and besides receiving what they promised would like no other dealings with them business wise. 
  
  
   Here]

   GoHenry has yet to inform me in detail about what if any part of my sign up did not meet their terms and conditions.  As stated before my son has had this card active for some months with no issue.  I firmly believe go ***** has canceled this account to prevent paying the promised $550 promotion. In addition to these investigations I will be notifying ALL persons we invited into service with go ***** of their shady dealings. I will let them make a decision as to whether they would like to continue business with such a untrustworthy worthy company especially when it is dealing with money attached to your personal account.  My desired resolution is to receive the promised amount, which is $550 or I will take further action. This is truly disappointing to have had this happenand honestly I no longer trust this company and besides receiving what they promised would like no other dealings with them business wise. 

   

   

   

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

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

  Business Response

  Date: 08/15/2024

  Hi ********, 

  I understand your frustrations.

  As with any promotion there are terms and conditions that must be met and you are sadly in breach of these terms. I inculded the specific terms in the email I sent to you yesterday. To be clear, we cannot accept referrals from the same household, nor can we accept referals from a diffrent household that you are actively loading or managing. If you have any futher questions regarding this, please resepond to the email I sent you yesterday and I will endevour to answer them as best, as I can. 

  Thanks, 

  ****** Team Manager

• Initial Complaint

  Date:08/07/2024

  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.

  We tried to set up a bank account for my 16 year old. We tried using my husband's chime account to deposit the money onto the gohenry card for him to get started. They said chime was not a valid bank account. So we used my ***** Fargo account. Go ***** took the money then said they didn't. We closed the acct to get the money refunded back. They won't return the $. We have talked to go ***** They say they did not take the money. The bank says they did but won't help get it back.

  Business Response

  Date: 08/09/2024

  Good Afternoon 

  I am unable to locate an account in the name or email given. If the account is in your Husband's name we will need to have contact from him in order to investigate. Please ask him to get in contact with us and we will be happy to look into the account. 

   

   

• Initial Complaint

  Date:06/03/2024

  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.

  I went through the whole process of setting up an account. Had to enter all my information including SOCIAL SECURITY number. All of my kids information was also required. All that just so that customer service could tell me that it is better to just close down my account. I ONLY have a PO Box for mail and where I live there is 0 mail delivered to physical address due to dirt roads. They said they could not send my kids debit cards to my PO Box so that I was better off just closing my account. WORST part of all is that they have now collected all mine and my kids information which is the ONLY thing they care about so they had no reason to help me any further.

  Business Response

  Date: 06/08/2024

  Hi ********, 

  I have reached out to you via email to clairfy in more detail. As a financial service, certain infomation must be retained for a period of time However I can assurre you that the infomation we retain is minimal and will only be held for the period of time required (As outlined in my email). When this time has passed we will fully remove it from the system. I can confirm that we do not have access for your full SSN. As a UK based financial service we do not have the ability to ship cards to PO addresses. We are looking at this as bussiness, so perhaps things will change in the future, but at this point in time we will require a full residental address on all of our sign up. Apologies for any inconvience caused. 

  Kind regards, 

  ****** ** **** Manager

  Customer Answer

  Date: 06/13/2024

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

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  On 4/15/24, I contacted GoHenry to inform them that my son had experienced multiple declines when attempting to use his card in the week before. I was informed that the replacement card that had been mailed, but not received, had rendered the card inactive, despite the fact we hadn't been informed of this and the card was not yet expired. After waiting several more days, I contacted GoHenry again to request either his card be activated again, a new card be overnighted, or the account be cancelled. I was told the first two were not possible so we cancelled the account. I was told that we'd receive our money, $901.13, in 7-10 business days. I would be contacted if there were any issues. After 11 business days and no credit, I reached out again. I was told that we needed to provide our banking info again. Not wanting to do that by email, I called. I was told that the whole thing was a glitch. I was then told that it was not a glitch, we did need to give our banking info again. I asked for a check and was told that wasn't possible. I provided the info and requested a supervisor contact me. I was assured that would happen within 24 hours and . It's been 48 hours - still no money and still no contact. At this point, GoHenry is just stealing from children and annoying parents with lousy customer service. We have asked for nothing other than OUR OWN MONEY TO BE RETURNED.

  Business Response

  Date: 05/11/2024

  Hi *******, 

  I have personally reached out to you to discuss your journey in more detail. I do sincerley apologise for the delay in receiving your refund. As mentioned the delay was due to a technical issue that was idenfied on the 3rd of May and escalated to the relevant team. My Supervisor team have actioned a manual direct deposit to the details you have provided. This should be with you very soon, (it typically takes 3-5 working days). Once again Thank you for bringing this to our attention. Your Journey is important to us, we will certainly take your feedback onboard for future reference. If I can ask you to kindly respond to my email, to confirm receipt of your funds I would be most greatful. 

  Kind regards, 

  ****** GoHenry Team Manager

  Customer Answer

  Date: 05/16/2024

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

• Initial Complaint

  Date:03/25/2024

  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.

  GoHenry randomly closed an account without the required notification but allowed transactions (transfers) to go through. They would not give me a reason as to why or when this closure occurred when I reached out. They said it will take 8-10 "working" days for a refund to go back but I don't even know when the account was closed so how I am to calculate when the funds should go back?? I also originally paid to have money go into my Parent Account and it never went in but the withdrew the money from my attached banking account. This company is doing beyond shady things, they are violating consumers rights and I wish I would have read the reviews here before opening accounts for my kids. Now my son is out his birthday money that was sent for his 13th birthday. Thanks GoHenry for leaving a lasting (horrible) impression on my children and myself!

  Business Response

  Date: 03/26/2024

  Hi ********, 

  I am sorry to hear of the inconvince caused. As confirmed we have made the decision to withdraw service as outlined in our T's and C's. Any funds on the account have been returned to the card linked to the account and will be visable to you with in 2-3 working days. I will follow up with you personally  to confirm recepit of these funds in the next couple of days.  

  Thanks, 

  ***********;

   

• Initial Complaint

  Date:03/13/2024

  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.

  Gohenry canceled my account and now I can't log into the account. I wanted to move the money in my child's account to his new account with a different REAL financial institution so I asked about how to go about doing that and they took it upon themselves to cancel my account with my child's money still left in it. I also had some money left in the parent account. When I tried to reach out them I got the run around and was unable to speak to a real person I sent an email and have yet to get a response. My son had $133 and some change in his account and I had $3 in mine. We are going on a cruise and I need my son to be able to have his money before we go.

  Business Response

  Date: 03/21/2024

   

  Hi *********,

  Thank you for taking the time to speak with me over the phone today regarding the recent delay you have experienced in receiving the remaining funds from your GoHenry account. Please know that this is not the level of service we strive to provide, and we deeply regret any inconvenience this may have caused you.

  I am pleased to hear that you have received the remaining funds from your account and thank you for allowing me the opportunity to explain what happened. As discussed over the phone, your feedback regarding our processes is valuable, rest assured, we are taking proactive measures to address these issues to prevent similar issues from occurring in the future.

  If you have any further questions, please do not hesitate to contact us.

  Thanks

  *******

• Initial Complaint

  Date:02/09/2024

  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 ordered a new card to be sent,as my sons chip was working only some of the time. I got a confirmation in writing sent to my phone that completion of this would NOT 1) stop access to current card 2)change pin,and that a new card would arrive in 10 days with specific delivery date. My son went to use his card today,it was blocked by the company. After incredible attempts to get a customer service PERSON,I was informed while yes they told me it would not be blocked or changed it was. This left my son 2 cities away with no debit card or access to funds to get home. Additionally, he had a direct deposit from a new job. We were told that due to the mistake of the system on blocking the card,he also would not have access to his wages during this 10 day period,nor the money that existed on the card,and nothing further could be done. Not only after explicitly staying in writing they would not block the card,they did. Then they are set to hold wages for the duration. An immediate solution such as getting a card overnight etc was not offered,so we had to cancel the entire account so they can in 5 days release my sons wages back to his employer, so then we can begin the process of getting him repaid. This is the worst customer experience, and especially since its one that concerns our children and their safety. I cannot have a card company cut my child's card off for a mistake and completely refuse to do anything that would rectify it. I'm filing a complaint in hopes to prevent someone else's child being on the other end of this experience. You cannot know what it's like to have done everything to ensure their safety to have those set *** fail you in time of need,then refuse to do anything to help. I will never use this business again.

  Business Response

  Date: 02/10/2024

  Hi *****, 

  Your case has been passed over to our Team Managers for review, the open complaint you currently have with us will transfer to them and they wil be in touch shortly.

  Thanks ***********;

  Customer Answer

  Date: 02/13/2024

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

  [Your Answer Here]

   The issues still remain,and promised contact via email follow up for return of wages has not been had on Monday as promised. I have no resolve on any issue at this time,only promise of contact in writing that has lapsed without said contact. Thank you

   

   

   

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

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

  Business Response

  Date: 02/17/2024

  Hi *****, 

  Apologies fo rthe delay, 

  As discussed via the phone and obtaining your ACH details, we actioned this refund for you 16/02/24. It wil be with you in the next 5 days. Of course I will leave your case open until we have confirmation recepit of the funds. As agreed I will call you on Friday 23rd of Feb to make sure that this has come full circle. 

   

  Thanks, 

   

  ***********;

  Customer Answer

  Date: 02/22/2024

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

  [Your Answer Here]

   While it is true, it took over 2+ weeks to return my sons wages to him,it has been completed. On the issue of why I filed the BBB,I do not feel resolved. My resolution to how this action will be prevented from happening to another child was never answered. I was told that since I canceled due to this debacle, Im not due to explination, or follow up IF tech will rectify parents being sent written notices their child's card and use are safe,when they have deactivated the card. The customer service was generic at best,lacked kindness for our experience, lacked accountability entirely other than to return the money because they had to,and it took weeks. There will never be a resolve told to me on if they have fixed it,or if they intend to case by case run you through the same spiel when it happens again because they have no intention of fixing it. The business offered 20$ for Withholding 700+ for 2 weeks,I refused on the note I was there to ensure no other parent faced this. They refused me that resolve.This is not a business I recommend. Due to the businesses response we have canceled additional cards for grands and nieces out of concern for safety. I have no further issue and you may close this case. Please close it as no resolve had,with a warning to parents no verified fix on issue brought to BBB. Thank you,

  Best regards,

   

   

   

   

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

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