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:10/24/2022

  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.

  I opened a "GoHenry" account with a credit card for my son *******, who is a minor. This is a card where you have money that is sent from your checking account loaded onto the card and your child can then use it like a credit card. I had put a few hundred dollars into the account for my son to use, and he used the card a bit this summer.I received an alert that there was fraudulent activity on the account. I immediately logged in and it appears that someone accessed my online account fraudulently and pulled $60 from my checking account, and then transferred $100 from my GoHenry account to some other account that was not mine. The email said: "We also want to assure you that you will be reimbursed for any money lost due to this fraudulent activity." I was told to fill out a form and I did, and now they sent me an email that they are "investigating" and will let me know about the resolution in 120 days but I may not get my money back. This is not acceptable, and if they were able to flag the fraud they should not have let the transaction go through!!!I asked them to cancel the account, which they did, but I am still waiting for my money to be returned on this fraudulent transaction! I have sent multiple emails to them and am very frustrated as I have not been able to reach a person on the phone. Please help!!

  Business Response

  Date: 10/27/2022

  Thank you for advising us of this complaint.
  
  
  I have fully investigated our members' concerns and can see that we did indeed send an email to ***** to advise of potential fraudulent activity on her account and asked her to complete some paperwork so that we could set up a chargeback on her behalf.  We have two different routes to take depending upon the reason for the Chargeback and due to the type of activity, this should indeed have been refunded once we received the paperwork back and not advised that we would need to investigate first.
  
  
  I have followed this up with our *************** and can confirm that these funds have now been credited back to *****'s GoHenry account.  Unfortunately ***** has subsequently cancelled her account with us and so the complete closing balance will be credited back to her checking account by the middle of next week, when the cancellation completes.
  
  
  I have also followed up with ***** to advise her of the above updates and am now awaiting her reply.  

   

  I do hope that this helps to resolve the situation, but if there is anything else you may need, then please do let me know.  

   

  ******

  
  

• Initial Complaint

  Date:10/12/2022

  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 is the worst, most unreliable debit card you could dream of. Dropped my daughter off somewhere last night, she ordered food where she was, it came, she tried to pay and couldn't. She called me, I went to the app and she had more than she needed, but I still thought I should try to add more...that wouldn't work either. So the app and card were not working and would not do the one thing they were supposed to do...make payments. I tried to call or chat, but their customer service is ***** only. Even if it was open it wouldn't have mattered because I am on hold while typing this and have been for 45 minutes and only gone from 12 to 2 in the queue so I would have had to pick her up before I got someone on the phone if they were even open to support their customers. Beyond that every *************************************************************** to use the chat, email or FAQ so they don't have to answer my call.This is not the first issue I have had with them (and sounds like a common issue based on similar complaints I saw on here). I have had a problem where my daughter couldn't pay her sit down restaurant meal (you know...when they bring you a check after you have already had your meal and incurred the cost) because they consider that an "alcohol establishment" and don't allow them to use the card. So it is really comforting knowing that they are protecting my child by putting her a potentially dangerous situation when she can't pay for the food she ate. I didn't ask her not to be able to pay at "alcohol establishments" but what I, as her parent, want is superseded by what GoHenry thinks would be best for my child.Please do not reach out to me, GoHenry. I do not want to hear from you if the only way you are responsive is when someone complains. I see everywhere how responsive you are to complaints. You should be as responsive to your customers and they won't file complaints.

  Business Response

  Date: 10/13/2022

  Thank you for passing this on to us.  I have located our members account to see what happened.   We had a very long wait time for members to get through to us yesterday and our messages to encourage other methods of contact are there to try to help in busy times, so I am so sorry to read that our messages caused further distress.  There does seem to have been an issue with how the spending limits were displayed, which was the cause of the card not allowing the transaction. 

   I have called our customer this evening, to discuss what has happened and I have also shown him some areas within the app that would be helpful in the future, so that he will be aware of why a transaction would decline.  **** did not have a good experience yesterday - I am so sorry for any upset that was caused, we always strive to give the best customer service experience that we can and so it is upsetting when we get it wrong - I will certainly talk to the Agent involved and discuss how this could have been improved. 

  I sincerely hope that my phone call today has gone some way to help put ****'s at rest and to feel confident in continuing to use our service going forwards.  ******

• Initial Complaint

  Date:08/01/2022

  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.

  A fraudulent company placed over $75 worth of charges on my daughters account. GoHenry refunded part of the money, but told me the rest would have to be escalated to their Finance Team for dispute and it could take up to 120 days for full refund and I would have to submit paperwork to get MY money back. So a company claiming that is FDIC backed allows another company to steal money from me and WE have to file paperwork and wait to get OUR money back??? Thats bad business if you ask me!

  Business Response

  Date: 08/03/2022

  To Whom It May *************** ****************** *************
  Thank you for your email.
  
  
  We have reached out to ****** regarding this and as explained, It is true that we are FDIC insured which means that in an unlikely event where GoHenry as a financial institution fails, FDIC can cover funds deposited into a GoHenry account up to $250,000.
  
  
  The FDIC insurance, however, is separate from our in-house dispute process. Our dispute process can take up to 120 days, however, it does not necessarily mean that it will take up all that time. This common place time frame and process can also be observed with other traditional banks and financial services. We also have to liaise with the merchant which is one of the reasons why there is a time frame of ****************************************************************************************************************************** addition to giving authorization and acknowledging that all information given to us is correct and true.

   

  I hope that provides more insight regarding our process and we appreciate your patience during this.

   

  Kind Regards,

  *****