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Douugh

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 are a banking service who closed my account a year ago and won't give me the funds that are in my account

  • Initial Complaint

    Date:12/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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 received an email stating my account had been closed following a review Alleging fraud However a deposit of $2600 was sent accepted and posted to my account moments befor I received the email closing. Per the company's ownPolicy any account closing is due a refund ofThe account balance immediately however I have received no refund Nor was the last deposit sent back to the initial payer. And after requesting investigation of questionable account activity on my behalf I have not received any of the funds that have been taken during these transactions nor have I received an update on why or when I will receive my funds bac

  • Initial Complaint

    Date:09/14/2022

    Type:Billing Issues
    Status:
    Answered
    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 phone purse wallet all my cards in several other belongings were stolen when my car was broken into I have a time to get my funds back from douugh for over a month and still haven't received my provisional credits even though legally those are supposed to be provided within 10 days. Also for whatever reason they're making impossible to access any of my funds or account in general they refuse to let me have another card and their explanation of why was so they can preserve my funds which I think is ridiculous on itself

    Business Response

    Date: 09/28/2022

    Douugh strives to assist customers when they are the victim of theft or error. Additionally we comply with all federal regulations and provide credit if we require further time to investigate the complaint. 

    We understand these matters do cause significant stress to customers. We require the time stipulated by Regulation E to ensure that every credit issued leads to a successful dispute resolution. As Douugh, we want to ensure the customer's funds stay with them.

    In this circumstance Douugh provided provisional credit within 10 business days and issued a check for the balance of the account

  • Initial Complaint

    Date:06/28/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 hoping to receive account bonuses for referrals. I emailed them and asked why I wasnt receiving my $20 bonuses. They replied: **** ******,In order to receive the reward, there's a few steps to complete, these differ dependent on whether you've referred someone or have been referred. Make sure to read carefully! ??If **you've referred people**, you'll need to;? Share the code! That's it!Rewards will post within 30 days of the fifth transaction settling, so keep an eye out!Let me know if you have any questions!Best,********* That was over 30 days ago. Ive made a high amount of referrals and I have yet to see any bonuses post to my account. They misled me and others. There is a **** account fee after a 28 day free trial. I would not have opened an account otherwise. I am very dissatisfied with my experience.

    Business Response

    Date: 06/28/2022

    Our referral campaign aims to encourage customers to introduce their friends and family to Douugh. These referrals are then rewarded when friends and family sign up to Douugh and transact. 

    The rules are as follows, the referred user must enter the referrer's code during sign up and then make five successful purchases. Rewards then post 30 days after the fifth transaction is settled. This is clearly displayed in the screen where customers can find their code. Screenshot attached.

    In this way we hope to make clear the rules for the campaign prior to customer's sharing the code. Further information can be found on our *********** and Terms and Conditions.  As much as we'd like to reward simply sharing the code, we do need to validate that sharing the code has resulted in a new customer, hence the conditions. 

     

     

    Customer Answer

    Date: 07/06/2022

    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:

     

    I have had some of my referrals make the 5 purchases and I havent received the bonuses. I am not happy with them. After I didnt receive my bonuses I also tried to close my account and it stayed open. 

     

     

     






     

    Business Response

    Date: 07/18/2022

    While Douugh would strongly prefer to pay the reward, we cannot do so in situations where the conditions have not been met. The purpose of the referral program is offer customers an opportunity to refer friends and earn rewards. This is dependent on potential referees entering a referrals code on sign up and making five purchases. 

    If these steps are not completed, we can not prove that a customer has successfully referred a new user as opposed to the new user signing up of their own volition. 

    The customer's account has since been closed. 

Douugh is NOT a BBB Accredited Business.

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