Complaints

This profile includes complaints for FloatMe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FloatMe

  454 Soledad St San Antonio, TX 78205-1554

• 

  FloatMe

  110 E Houston St Fl 7 San Antonio, TX 78205-2991

• 

  FloatMe

  106 E 6th St Ste 900 Austin, TX 78701-3665

• 

  FloatMe

  2814 Detroit Road Cleveland, OH 44113

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:01/11/2023

  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.

  So I have signed up with this app Float Me a year ago . Have been noticing that they have been pulling money from my bank account In the amounts of $1.99 and some other small amounts . When I go to the app to see if I have a float me advance I see nothing not approved the app is very miss leading and not only downs it show them taking money from my account but that also throws me into Overdraft fees which now with that $1.99 I have an additional $30 added to my negative balance already I have about 4 to 5 $1.99 charges on addition to 4 or 5 $30 overdraft charges added. I want all my money refunded back the $1.99 but more so the -$30.00 fees that were applied to them as well . Please shut this account down now asap and stop taking my money if u are not going to help me

  Business Response

  Date: 01/18/2023

  Hi ***,

  Thank you for reaching out about your concern. We never want one of our members to experience this kind of situation! I looked into this for you and found that we hadnt previously received any messages through our support channels about this matter- an easy way to contact our support team is to email us at ********************************** or in-app; we want to help.

  After reviewing, I found that your account associated with ********************** was opened on 9/4/22 and the first cancellation request was made on 1/11/23. Your account was immediately closed same-day and a confirmation email was issued. The billing activity on your account was verified to have been properly run based on your monthly membership due dates. As a courtesy, I have issued a $1.99 goodwill credit to your original payment method.

  Please contact us at ********************************** or via our website if you need further assistance, were happy to help!

• Initial Complaint

  Date:12/29/2022

  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 never qualified for your service. Canceled your $1.99 monthly fee months ago and yet somehow you're still deducting it from my account. Now I want my money back ALL OF IT. This is unacceptable. I'm on SSDI. I don't have money to give away. Give me my money back.

  Business Response

  Date: 01/04/2023

  Hi *******,

  Thank you for reaching out about your concern. Unfortunately,we have not received previous correspondence regarding this matter. We recommend reaching out to us via our support portal at floatme.com or emailing ********************************** to receive direct assistance in the future.

  After review, we found that you have an Active account created under ************************* that was never canceled. (You previously created and closed an account under ************************** Since the account has remained Active, it has subsequently been properly billed for the monthly membership. However, we have issued a goodwill credit for the December 2022 payment made on 12/31/22 and closed your account for you.

  Please contact us directly through one of the methods above if you need further information orif we can assist further.

• Initial Complaint

  Date:12/27/2022

  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.

  Ive messaged them numerous times to cancel my membership and stop all charges they continue to charge my checking account $1.99 a month.

  Business Response

  Date: 01/03/2023

  Hi ****,

  Thank you for reaching out and being part of our community. After reviewing your concerns, I found that you reached out to our support team for the first time regarding your concern on 12/26/22 and received support from our agent, Johenil, within 24 hours. Johenil reviewed your information and found that while you had previously closed a FloatMe account associated with ********************* on 11/11/22, an additional account associated with ******************* opened on 9/27/22 had not previously been cancelled by the account owner and was the source of the ********. ******* proceeded to close the account for you and has not received any further request (please see the attached ticket for your reference) to avoid any future membership payments on your account.

  We hope you had a happy holiday and please let us know if you need further assistance!
  

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  They have never charged me a fee for having them nor have I ever used a float for help. Next thing I know I wake up and theres $1.99 taken from my bank. Not a lot I know except I never authorized it and theyve never charged me in the however many months Ive had them. There was no warning, no email no nothing. And now Ive been contacting them trying to get it refunded and get no answer. I want my money back so I can cancel my account before it happens again. Ill never use them EVER now.

  Business Response

  Date: 01/09/2023

  Hi ***,

  Thank you for being a part of our community and reaching out about your concern. I investigated this and found that you first contacted us about this billing concern on 12/20/22 and were assisted within a day by a member of our team prior to our receiving this complaint.
  I apologize that information was not presented as clearly as it could have been; your case was complex due there having been multiple opened accounts and a past-due float. The accounts were created under:

  ******************** (Opened on 11/2/21, closed by agent at your request)
  *********************** (Opened on 7/02/22, closed by agent at your request, defaulted balance)
  ************************* (Opened on 8/20/22, closed by agent at your request)

  Prior to your contact on 12/20/22, these accounts had not previously been cancelled either in-app or via our support portal. Due to this,the memberships have remained active until our support team was contacted on 12/20/22.

  Regarding your billing inquiry, FloatMe strives to provide clear and transparent membership information. We do this by clearly disclosing the monthly membership up-front prior, during, and after sign-up on our website, in-app, and on the app store.

  If you have any further questions, please contact us by responding to the ticket from 12/20/22. As a courtesy, I have processed a refund for your most recent membership payment. We wish you all the best.

• Initial Complaint

  Date:12/01/2022

  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 dont want to hear any fake apologies or anything, I see you do this to just about everybody and your one more away from a nice lawsuit, my account has been literally deleted for months now, and your slipping into multiple of my bank accounts and trying to charge multiple fees, Idc if its **** stay the h*** out of my accounts, that is called STEALING, FRAUD, which is ILLEGAL. Refund all the unauthorized transactions and dont touch my account AGAIN

  Business Response

  Date: 12/19/2022

  Hello ****,
  
  Thank you for sharing your concern. We deeply regret that your experience did not meet the high standard we set for ourselves.
  
  Upon review, we found that you initially contacted our team on 11/10/22 via support ticket #****** indicating that you had been being billed a monthly membership. An agent promptly replied same-day and explained that you had an open account under a different email ************************** that had never had a member-initiated cancelation request. The agent proceeded to provide instructions on how to cancel the account and offered further assistance. Unfortunately, the agent received no further responses, and the ticket was subsequently closed out due to inactivity. A copy of this ticket has been provided for the BBBs reference.
  
  Based on this BBB request, we have proceeded to close your active account associated with ************************ (please note, we have not received any prior cancellation requests for this account).
  
  If you need further assistance, please kindly reply to ticket #******, we would be delighted to help you further! Thank you for being a member of our community.

• Initial Complaint

  Date:11/29/2022

  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.

  Poor customer support I have been locked out of the account I opened due to me changing the phone number I repeatedly asked for my phone number to update to log in I kept being charged fees but I was not able to access the account days later a representative name ***** responded I asked her to update the phone number and gave her all my Information 3 times she ignored my messages for days I then messag3s her and asked for a supervisor she ignored me again when I allowed my Anger to get tbe best of me and left her an email and then I gave the company 1 star due to her unprofessional customer support she then email claiming the message was threatening and abusive I don't care that the account was closed I want my fees back and since this company give their representative the authorization to close an account after multiple cordial attempts to have the issues at hand resolved i will blast this company to anyone I know telling me tbe account is permanently closed because I cursed get out I will file complaint about floatme to tbe ftc fcc attorney General and any other agency

  Business Response

  Date: 12/19/2022

  Hello,
  
  Thank you for reaching out about your concerns. Our team strives to provide the highest level of support for our members and we deeply regret that we did not meet your expectations.
  
  We referred your concerns to the head of our Customer Support team, who reviewed the case and determined that account closure was properly made.
  
  The account closure was based on the highly unsavory messages sent to our agents over the course of several days, beginning with the very first message. While FloatMes agents conducted themselves in a cordial manner, they were met with escalating abuse that made it clear that further engagement would not be productive in resolving your request. As a courtesy, we have refunded your final $1.99 payment that was originally due on 10/21/22 and paid on 11/23/22.
  
  We have attached records of the engagement for the BBBs reference.
  
  We sincerely hope that you find another business better suited to your unique needs.

• Initial Complaint

  Date:11/29/2022

  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.

  On 11/24/22 I requested a $20 Instant Float and it was allegedly sent to my card/bank on file. I did not receive this. I reached out to support and was informed that the amount was successfully sent, and that I should check with my bank. I reached out to my bank right away and informed there was no credit/transfer of $20 and that nothing is pending. It has now been three days and FloatMe Support has stopped responding after I informed them that my bank indicates this was not received. I am now expected to pay back this $20 amount, plus fees, at the end of next week, despite not receiving this at all. As the application has access to my account, they should easily be able to see the amount was never posted. I hope that they'll be able to either send the amount successfully, or cancel my pending repayment. I provided a screenshot of my bank transactions and nothing is there.

  Business Response

  Date: 12/19/2022

  Good afternoon,
  
  Thank you for reaching out about this matter, FloatMe takes all member concerns seriously and we apologize that your experience did not match the high standards we set for ourselves.
  
  We thoroughly reviewed the events described in your message and verified that you contacted our support team via ticket #******* on 11/24/22 about your concerns regarding a float not being received in your bank account. An agent promptly replied within 24 hours and investigated the matter. Upon review, we are happy to confirm that the agent provided records confirming receipt of funds by your financial institution via the card on file ending in ****. The proceeded to politely recommend contacting your financial institution to determine why funds had not yet been released to your account.
  
  Due to the funds having been confirmed as received by your financial institution, you will need to contact them directly to assist further. Please kindly reply to ticket #******* with any further questions regarding this matter. Your paid membership has been canceled at your request.

• Initial Complaint

  Date:10/14/2022

  Type:Product 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.

  Today Floatme charged me **** with no history of other charges in the past 18 months. I terminated my subscription MONTHS ago, and never made ANY connections on the app or receive ANY loans, and yet I received an unwarranted, unauthorized charge. I will be initiating a chargeback with my bank if this is not resolved within the week. This is fraud. I am 100% sure I terminated my subscription MONTHS ago, because I was unsatisfied with the app and NEVER received any money or services from them.ProcessingACH HOLD FLOATME DB DIRECT PAY ON 10/14 Debit-$****

  Business Response

  Date: 10/26/2022

  Hi ******,

  
  We here at FloatMe take supporting our members seriously, and we're sorry to hear that you had a less than ideal experience with our app.

   

  In our review, I see that you reached out to our support team on October 14, 2022, in regard to unauthorized charges.

   

  We then advised that after further investigation, you had three FloatMe accounts and only two of them had been cancelled, which is why you were still being charged a subscription fee for the active account. As mentioned, we have now successfully deactivated all accounts.

  A refund has been issued. We suggest allowing **** business days for the refund to appear on your bank statement.

   

  We hope to have you rejoin the FloatMe community!

  Customer Answer

  Date: 10/27/2022

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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 downloaded the float me app about a year or two ago to possibly get a pay day loan. I did not accept the loan because it was only $20, so I felt like it was not worth my time. I deleted the app and as I stated before I did not accept any money from them. They have been taking $1.99 out of my account every month for the last 24 months. I never accepted any money from them and next I will seek a lawyer.

  Business Response

  Date: 10/14/2022

  Good afternoon,
  
  We take all member concerns seriously at FloatMe,particularly those related to billing. I apologize that your experience was not to your satisfaction.
  
  Our billing team was first made aware of Ms. ******* concerns on 10/7/22 when a BBB complaint was submitted at the same time as a support request. An agent promptly replied within 4 hours of the initial support request on 10/7/22. We ask that members address their concerns initially to our support team and provide an opportunity to resolve their concerns as we are not able to offer support via the BBB portal.
  
  Upon review, billing specialists confirmed that **************** knowingly set up a FloatMe account on 12/21/20 and cancelled her account on 10/8/22 after reaching out for the first time about account cancellation. FloatMe clearly discloses our membership pricing during signup, in-app, and prior on our website.
  
  FloatMes $1.99 membership provides access to a variety of services including account monitoring & low balance alerts, budgeting tools & insights, and other resources. While Floats are a feature utilized by many of our members, eligibility is contingent upon a variety of factors and being a member does not automatically qualify an individual for a Float; members are able to utilize all other benefits of membership regardless of Float eligibility.
  
  While we regret that **************** was dissatisfied with her experience, our billing team confirmed that she was properly billed in accordance with the agreements she accepted during signup on 12/21/20. However,we have issued her a goodwill credit to her original payment method.
  
  We wish **************** all the best in the future. For further assistance, please kindly respond to Ticket #****** as we have not received further information.

• Initial Complaint

  Date:10/03/2022

  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.

  Today, 9/30/22, I noticed an unauthorized charge to my debit account. This charge was from a company which I had never heard of. I have spent a good amount of time looking for a phone number, email address or any other quick contact information for this company and have not been able to find any way to contact them.I am frustrated because I've never even heard of this company so they clearly hacked my bank account. This issue will be reported to the bank yet because its still a pending transaction, nothing can be done until its out of pending status.I'd appreciate if this company would quit hacking people's bank accounts and stealing from them and I'd also appreciate if they would actually have contact info available. Clearly there's no contact info because its a fraudulent business.

  Business Response

  Date: 10/10/2022

  Hi *****,

  
  We here at FloatMe take supporting our members seriously, and we're sorry to hear that you had a less than ideal experience with our app.
  In our review, I see that this FloatMe account was created on Aug 29, 2022 using the following information:

  
  - ***************************************************************************** 16101

  
  - Tel: 724-498-63xx

  
  - Email: *********************

  
  Please be advised that in order to have a FloatMe account, members need to provide personal information, as well as sign in with the banking credentials of the bank they want to link (not just the account number).

  
  This account has now been cancelled, and a refund in the amount of $1.99 has been issued. We suggest allowing **** business days for the refund to appear on your bank statement.

   

  Thank you for reaching out to FloatMe!