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:05/02/2023

  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.

  My son has been receiving direct deposits onto this card with no issue for approx 2 months. His employer pays on Thursdays and we get an email and the money is available. His last paycheck shows being paid by the employer and he received a paystub. However the money is not there nor does it show pending. We did not receive an email. Chat with an agent is not available and I have been unable to get help from customer service. Nobody should have to wonder where their money is especially a teen

  Business Response

  Date: 05/05/2023

  Thank you for sending this thorugh

  
  ***** came ** ****** Services. Chasing an ACH wage payment
  See case: *********************** BBB complaint case ********
  It was explained in the chat that the public holiday would extend the timeline for the payment to be processed

  
  ****** then sent and email. Received on 02/02/2023 and replied on 05/03/2023
  See attached: *********************** BBB complaint case ********
  The payment was confirmed to ****** as completed and applied to hi Go ***** account.

  
  Please see attached: *********************** BBB complaint ACH statements
  This explains the timeline that occurred and did have an impact on the customer.

  
  Thank you 

• Initial Complaint

  Date:04/12/2023

  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.

  This happened April 8th. Signed my daughter up for an account and she cant even log into the app. After multiple attempts with correct username and password, we no longer want to use this app. They charged me $4.99 for a card. I do not want it. I would like to cancel the account asap without charge. I am hoping this is not a scam company.

  Business Response

  Date: 04/14/2023

  Thank you for your email 

   

  We have canceled the account as per ****** request 
  We received an email on the 9th and due to a backlog of work we have only been able to process the closure today. 
  Please be advised we have not charged ***** the $4.99 as there is no card attached to the account to charge 
  Please see attached email to the customer
  Let us know if you need any more information 

  Thank you 

  ***** 

  MS Manager 

• Initial Complaint

  Date:03/23/2023

  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.

  I closed my account with goHenry on 2/28/23 and requested that my balance of $25.00 be credited to my credit card. It still has not been credited. I have tried their phone number, it is not in service. The chat option on their website never has representatives available.

  Business Response

  Date: 03/27/2023

  Hello BBB

  The request for closure was received on the 02/28/2023. Via email 

  The account was prcossed for closure on the 03/01/2023. Please see the attached screenshot of the email to ********* (BBB complaint, this is not the full email) regarding the time the refund will take to be processed.

  Please see the attached refund receipt of the refund that was processed for the customer on the 03/07/2023. Please see the receipt attached (refund letter)

  We paid the the refund withing the stated time for the process to be completed 

   

  Let us know if you need anyting else 

  Thank you

   

   

   

   

   

   

  Customer Answer

  Date: 03/28/2023

  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:01/30/2023

  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.

  They Been trying to get another monthly fee of $9.98 after they got it on January 1st they try January 1st 5th 9th & 13th also email me a few times saying ir was past due. I was wondering why.?? If u can't tell me why i want $20 tefund and all cards cancelled

  Business Response

  Date: 02/03/2023

  Thank you for forwarding this onto us.

   

  Our service does have a subscription fee of $9.98 if you have 2 or more children on your account and this is debited monthly.  We have collected Decembers fees, but when we attempted to collect them for ******** the payment was declined by our members bank.so we attempted for a second time on 1st January and this was successful.  However our system also incorrectly tried to debit again on the 5th, 9th and 13th January - this should not have happened and whilst these three transactions were not successful, our member would have seen the attempt to debit and become concerned.  I have checked with out technical **** and this was due to an issue we were having, however this has been rectified and so will not happen again.  As we were not successful, there are no funds to return, but I have added Feb fees into the account as a gesture of goodwill and our member has accepted this money and subsequently spent it.  I have relayed this information to our member along with an apology.

   

  I do hope this helps, but please do let me know if there is any other information that you require.  ******

  Customer Answer

  Date: 02/08/2023

  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]

   Someone that on Ssi disability 

  you not allowed to do any fees

  so I want December and January 

  fees returned please in the form of a check 

  also everyone been told and know 

  how u doing everyone 

   

   

   

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

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

  Business Response

  Date: 02/16/2023

  Thank you for your reply.

  Our system incorrectly tried to debit for membership fees on the following dates - 01/05/2023,  01/09/2023  & 01/13/2023 - whilst I do understand that this would have been concerned for our member at the time, we not not successful in collecting these funds and so our member is not owed anything from GoHenry. 

  This reason for these 3 incorrect attempts was caused by a technical error from our system and was resolved in the same month of January.

  All out standing funds have been returned to our member and his account was closed on February 6th, as our member advised he could not afford to pay for the monthly membership fees in order to continue with our service going forwards.

  I hope the above helps, but if you need anything futher, then please do let me know.  ******

  Customer Answer

  Date: 02/17/2023

  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:01/11/2023

  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 had Gohenry accounts for our kids for over a year without much incident. Recently, they added a direct deposit functionality and this is where the problems began. One son works a part-time job and gets his checks deposited weekly without any incident. Our daughter, who gets paid quarterly at her part-time job, was sent a deposit from her employer on 12/7/2022 and we have proof that it cleared on 12/8/2022. Communication has gone back and forth to no avail for over a month. This is complicated by the fact that gohenry customer service is out of ****** and open odd hours. (like 3 or 4 hours a day). Initially, they told us payment was rejected because the check was over a certain threshold. When we contacted her employer, they provided proof that the funds were indeed accepted and cashed. When confronted with proof the story changed. Now the story is that they "refunded" the money back to the employer but they cannot provide any evidence. Gohenry likes to masquerade itself as a quasi-financial institution for kids. It issues cards, allows for deposits and savings but cannot reconcile a deposit for over a month!

  Business Response

  Date: 01/18/2023

  Thank you for sending this information to allow us to look into this for you and for our customer.  We recently set up a new way of paying a direct deposit into a child's GoHenry account via ACH which allows them to have their wages paid directly into their own accounts.  There are restrictions on the amounts we can accept, due to our service being a child's allowance service for kids aged between 6 to 18 - these limits are up to $500 a day and $1200 per month.  If an amount paid in is higher than the monthly limit, then we have to send it back to source and so our systems showed that this is indeed what was attempted on the 8th December.  However it seems that the type of ACH deposit used (CTX) is not something we have received before and so the reversal of this payment failed.  As the account details were not visible to us for security reasons, we were not able to return this as a manual payment, but instead our technical team worked on setting up CTX within our system and unfortunately this took some time to complete.  I can also see that our communication with our customer was not to our usual high standard and we certainly let our member down on this occasion for which I am extremely sorry for.
  
  
  Yesterday the work needed was completed and so the wages have been returned and they should be visible to the employer in the next 2-3 working days.  I have updated our customer with this information today along with my heartfelt apology that this happened.
  
  
  If you require any further information, then please do let me know.
  
  
  ******

• Initial Complaint

  Date:12/21/2022

  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 put $155 on this card it hasnt let me use it and it wouldnt let me use the app. It always says its sending me a code and then it never does. Complete scam

  Business Response

  Date: 12/23/2022

  Thank you for sending us this complaint.  I have checked our records and ****** has signed up to 3 different accounts, the email address she has logged with this complaint is the one she tried to use for her first sign up, but she did not complete the application and so there is no account associated with this email address.  If this is the email address that ****** is trying to use to login with, then this will be the reason for her issues.  I have sent ****** an email explaining this to her and I have also followed up with another email sent using the email address associated with the account that has her deposit and I hope that this enables her to be able to log into the correct account.  I have also left our contact details so should she experience any problems, then to call us so that we can talk her through any issues she is still experiencing.  

  If you need anything further, then please do let me know.  ******

  Customer Answer

  Date: 12/24/2022

  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 was using the account that had the money on it and that they sent the email to  I was still not receiving the code. I responded with this information and they have chosen to ignore me because I was not doing it incorrectly like they wanted.

   

   

   

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

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

  Customer Answer

  Date: 01/11/2023

  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]

   I have evidence saying it shows the phone number when shes saying it doesnt. On top of being a scam and stealing my money they then took $5 out of my account. 

   

   

   

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

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

  Business Response

  Date: 02/09/2023

  Thank you for your reply.  I had sent ****** the following email on February 1st that has address her latest concerns -

  
  
  
  I am genuinely sorry that we have not been able to resolve this for you - we have tried to reach out to you, I have tried to call and I have asked you to call in so that we can try to get to the bottom of this, but without your call, we can't resolve and so our only option now is to close your account as instructed. 
  
  I can confirm that your balance was refunded yesterday and can take up to 3 working days to appear as a credit in your checking account and I have also now cancelled your account.
  
  I can see that we also debited your membership fees of $4.99 today, so I have refunded this amount back to your GH parent account and this will also be refunded back to you at the end of the cancellation period, which will be aprox **** days time.
  
  I am sorry that we have not been able to help you but hopefully with the refunds on their way this at least will give you closure to what has probably been a stressful time for you.
  

   

  
  
  Today I have checked that both of the refunds were successful and I can confirm that ****** will have had both of these in her checking account and as her account is now closed, sadly we don't feel that there is anything further that we can do in this instance.  ******

• Initial Complaint

  Date:12/13/2022

  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.

  We recently opened a GoHenry account for my son on October 19th as he just turned 9, and we wanted to start teaching him about financial literacy. I was pleased with the service until December 12 when our accounts (parent and kid) were inaccessible via the app, which gave us an error message stating that the pin was incorrect. After several attempts to access the online app, I called the customer service line as prompted on the app and the representative informed me that the account had been closed and she had no other info to share.I was told all money (around $400 total between savings and card usage and in the parent account) was being refunded to debit on the parent side but no other information could be given and there is apparently no manager or supervisor to either speak with or confirm a refund of our money was sent.

  Business Response

  Date: 12/19/2022

  Thank you for sending this over to us. 

  When an account is set up, certain information is provided to us and having reviewed all of this information we took the decision to withdraw our services on December 12th 2022.  This decision is never taken lightly, but is is necessary from time to time.  When this happens, we need to ensure that all transactions have been processed through the account and so after 7 days, we then refund the balance left in the account.  I can confirm that the balance was refunded on December 18th and our member should receive these funds in 1-3 days. 

  I have sent an email to our member to confirm the dates and amounts along with the proof of refund.

   

  Should you need anything further, then please do let me know.

   

  ******

  Customer Answer

  Date: 12/23/2022

  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:

  
  While I had received a refund, I have no way to verify the refund received was the full amount owed as I am unable to login to our gohenry account and no statements were provided. I want statements as well as all information gohenry has on my account removed from GoHenry.

  
  I want all personal information removed from GoHenry. 

  I want all correspondence to happen through BBB and I want the business to stop contacting my personal phone numbers or email. 

   

   

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

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

  Business Response

  Date: 12/28/2022

  Thank you for the update.  As we had not had a reply from our member to confirm that she had received the two refunds, I called on December 23rd, where ********* initially confirmed she had received the refunds, however she then called back to advise she was not willing to confirm this, as did not have access to the accounts to check the balances before we withdrew our services.  I then sent her a screen shot of the closing balances on both her parent account and her sons account and have also requested a full statement for both accounts from account openings to when it was closed, so that she will have a complete record and be confident that the money we refunded was the full and final amount due to her - this should be over to her in the next few days, as our full team are back from the Christmas break from tomorrow.  As yet, I have not had a reply to my follow up email to ********* on the December 23rd.  I hope this helps, but should you need anything further, then please do let me know.  ******

• Initial Complaint

  Date:11/22/2022

  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.

  My daughter has a GoHenry card and on 9/30/2022 it was hacked and $399.96 was removed. I've made several attempts (phone and email) to get this money refunded back and all GoHenry tells me is it's being investigated. I am truly disappointed that 2 months later, the money still hasn't been refunded. I will be seeking all outlets, including legal if necessary.

  Business Response

  Date: 12/07/2022

  Thank you for passing this on to us.
  
  
  I have investigated this in detail and can see these 4 transactions were via a gaming app and this is not something that we would normally see as a fraudulent transaction and so instead of refunding this upfront, we ask for the signed paperwork back and investigate first and then refund once we have the final out come.  
  
  
  However, I can see that there was an internal delay in sending the paperwork that we needed our member to complete and that was an error on our part.  Whilst we do still need to go through the whole process, we have refunded this amount upfront on the 3rd December and will continue to investigate this for our member, behind the scenes and this may take up to 45 working days to complete.  I hope that this is a better solution for our member to have the money now, rather than to wait until the conclusion.
  
  
  If you need any further information, then please do let me know.

   

  ******

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  There was over $120.00 of fraudulent charges on my 11 year old's card. No one will answer emails or return phone calls. This happened weeks ago and still has not been settled or even responded to.

  Business Response

  Date: 11/04/2022

  Good afternon

   

  I can see the customer contacted us on the 10th & 17th of October, but did not manage to speak to an agent. The customer then contacted us via phone and spoke to an agent who raised 3 transaction disputes on behalf of the customer for a total of $120.00
  
  
  Paperwork was sent to the customer for signature so we could raise the transaction dispute, however to date we have not received the paperwork back.  
  
  
  I have authorized the payments today and the refunds are now back in the customer's account, paperwork has been resent to the customer for signature. 
  
  
  I am sorry for any inconvenience caused to the customer, but no consider the matter closed 

  Customer Answer

  Date: 01/27/2023

  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:

  I did receive the refund, however, the paperwork was not physically mailed. I received an electronic copy and emailed it back the very same day. The paperwork explains that if they did not receive a response they would take the money back. I should not be liable for them not responding or missing the  email. I can attach or forward the email if necessary.

   

   

   

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

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

  Business Response

  Date: 03/07/2023

  Thank you very much for your reply so we can look into this further on the customer's behalf 
  
  
  I can see that we paid the money back onto the customer's account. The 11/04/2023 we paid $120.00 whilst we investigated and contacted the retailer on the customer's behalf, I have chased this up with the operations team to confirm this has been successful,  I am happy to confirm that it is done and the money will not be debited from the customer account moving forward. 
  
  
  We have followed up with the customer today to advise an agreeable outcome but should need any further information please let us know 
  
  
  Regards 
  
  
  ************************;
  MS Manager 

  Customer Answer

  Date: 03/14/2023

  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:10/31/2022

  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 an account for my son several months ago. 2 months ago, I went to use the account and it was empty. The account has been cleared out. It appears we had been hacked. I've emailed gohenry several times with no resolution. I've also called and waited 90 minutes on hold. I called on a Friday and was disconnected at 5pm (EST) because they were closing. I was unable to speak to someone and was told via an automated message to call back on Monday. I have yet to speak to someone or reach a resolution.

  Business Response

  Date: 11/03/2022

  Thank you for bringing this to our attention.
  
  
  I have investigated this complaint and can understand the concerns that our member had.
  
  
  At the beginning of October, our systems showed a potential fraudulent transaction and so we notified our member and asked him to get in contact with us.
  
  
  Unfortunately at the time, we received very high contact on both phones and emails and so our SLA's were affected and our usual high standard of service was also impacted. Our member did not receive any reply from us until the 15th October and I wholeheartedly apologize for this.
  
  
  I contacted our operations **** for an update and I am happy to confirm that the fraudulent txn has since been refunded back to our members GoHenry account and the correct paperwork has also been completed by our member, so that we can raise this dispute directly with the retailer on his behalf.
  
  
  Our member is happy with the outcome so far, but if there is anything else I can assist you with, then please do let me know.
  
  
  ******