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

  2814 Detroit Road Cleveland, OH 44113

• 

  FloatMe

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

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:09/26/2022

  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.

  On 09/21/22 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 whatsoever, 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.

  Business Response

  Date: 10/05/2022

  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 September 22, 2022, in regard to not receiving your float.

   

  We informed you that our records indicate that the Float was sent to the linked debit card on the day it was requested (September 21, 2022) and accepted by your bank. Furthermore, we were able to provide you with the confirmation that your bank accepted the payment from us. This is typically an issue where a member would need to reach out to their financial institution to confirm receipt of the payment, sometimes financial institutions can experience delays this would be at no fault of FloatMe.

   

  I see that you were able to successfully repay your float on September 29, 2022. Please be advised that a goodwill refund is being issued. We suggest allowing **** business days for the refund to appear on your bank statement.

   

  Thank you for being part of the FloatMe community!

• Initial Complaint

  Date:09/06/2022

  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 canceled my account with this company months ago. I emailed them in June because they were still charging me. It was handled and they stopped. Now they are charging me again. I do not use or have access to this. They are stealing my money at this point.

  Business Response

  Date: 09/25/2022

  Hello ****,

  Thank you for sharing your concerns. I apologize that your experience with FloatMe did not meet your expectations.

  Upon review, I found that agents previously attempted to assist via our help center at floatme.zendesk.com. While **************** never had an account associated with it (thus why it could not be closed), the account associated with ******************* first had a cancellation request made on 9/5/22 and was closed immediately and prior to our receipt of this complaint. An agent confirmation of this on 9/06/22 and an email with confirmation was also sent to *******************.

  Please reach out to our support team by replying to ticket #****** if we can assist further. We wish you all the best!

• Initial Complaint

  Date:08/31/2022

  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.

  08/30/2022 I was approved for a $20 instant cash advance with floatme and **** supposed to receive it within 30 min to few hours, still haven't got the money. I have contacted them through the app twice and email twice still have resolved my problem. I'm being charged a instant fee on top of the $20 advance that I still have yet to receive in my connected bank account with them. I really really need that money and it's not right to do that to people that are hard honest working and need that advance

  Business Response

  Date: 09/08/2022

  Hi *****,

   

  Thank you for reaching out!

   

  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.

   

  I see that you reached out to our Support team, and we were able to assist you there as well.

   

  For clarity, our records indicate that the requested ***** was sent to the linked debit card on the day it was requested and accepted by your bank (code 00). Please see the attached documents that show the amount you requested was accepted by your financial institution. We highly suggest reaching out to your bank to understand why the funds were not deposited into your account.

   

  Please let us know if you need any additional information, we're happy to help!

   

  Thank you for being part of our FloatMe community!

  Customer Answer

  Date: 09/14/2022

  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:08/30/2022

  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.

  Float me company continue to take money out my account. *** tried to login on the app using my credentials but I can not. I never received a float from them ever. Their actions has resulted in me paying 35.00$ twice in fees at my bank. I really want this resolved

  Business Response

  Date: 09/02/2022

  Hi Doreta,
  
  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.
  
  I see that you reached out to our support team on August 29, 2022, in regard to refunds for your account.
  
  I see that there was a typo in your email address, which is also why you experienced an issue with logging into the app. Furthermore, I am able to see that your account has been successfully cancelled, and you have been refunded for the subscription fees after your communication with our support team. 
  
  I would like to reiterate that our system uses information provided by your bank to determine whether there is enough money in your account for a withdrawal. Some banks update account info several times a day, some only do so once a day. We do try our best to lower the risk of overdraft, but unfortunately cannot guarantee it won't happen. Since overdraft or NSF fees are incurred directly from your bank, we, unfortunately, cannot refund those fees.
  
  I see that our support team provided you with some information on how to possibly get those overdraft fees refunded. We hope you were able to utilize that information.
  
  We hope to have you rejoin the FloatMe community!
  

• Initial Complaint

  Date:08/25/2022

  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.

  (Float me)continuously takes **** each month from my account ive never borrowed any money this company Ive tried contacting them through email theres not a phone number to call them

  Business Response

  Date: 08/26/2022

  Hi *******,
  
  
  Thank you for taking the time to leave feedback!
  
  
  In my review, unfortunately, I am unable to find any prior contact relating to this issue sent to our support team at ********************************** or via our support portal. 
  
  
  Could you please attach a copy of this correspondence with where it was submitted? We will be more than happy to investigate further, and get this resolved for you as soon as possible!

• Initial Complaint

  Date:08/24/2022

  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.

  This app charged my bank 30$ Labeled as over drawn but I still had money in my account before the they took it out. my next payment isnt until the 25th but it charged me a separate amount, I still have the payment due on the 25th so Im not sure where those 30$ went or why they were taken out.

  Business Response

  Date: 08/26/2022

  Hi *******,
  
  
  Thank you for taking the time to leave feedback!
  
  
  In my review, unfortunately, I am unable to find any communication relating to this issue sent to our support team at ********************************** or via our support portal. 
  
  
  However, please reach out to us at **********************************, and we can investigate this further and get this resolved for you as quickly as possible!

• Initial Complaint

  Date:08/24/2022

  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 downloaded the app for this company. I was not eligible for loans so I canceled my membership which was a trial membership and deleted the app. They have continuously charged me monthly, I have canceled my subscription three times on the app, emailed them three times, received responses confirming cancellation, and they are still charging me monthly. I will also be filing a complaint with the consumer bureau as this is clearly fraudulent activity.

  Business Response

  Date: 08/26/2022

  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.I see that you reached out to our support team on June 10, 2022, in regard to cancelling your account, and we replied with instructions on how to successfully cancel your account and did not hear from you further.

   

  After further review, I found two FloatMe accounts that match your information:

  - ******************* 
  - *************************

   

  This is why you encountered multiple subscription fee charges. Please be advised that a goodwill credit is being issued. We suggest allowing **** business days for the amount to appear on your bank statement.

  We hope to have you rejoin the FloatMe community!

• Initial Complaint

  Date:08/15/2022

  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 have been a member since 2021 and since then they have charged me each month yet will never give me an advance. There is no reason to pay for a service that I am not receiving and I want my money back but they won't refund me or cancel my account

  Business Response

  Date: 08/17/2022

  Hi *****,
  
  I

   

  Hi *****,
  
  I apologize that your experience did not meet our high standards and appreciate your reaching out to us about your concern. As a courtesy, I have issued a goodwill credit back to your bank account.
  
  First, I believe there may be a misunderstanding. FloatMes monthly membership is a platform fee that provides access to a variety of tools including account monitoring, alerts, account insights, and much more.
  
  While members are eligible to request a Float, there are additional qualifications and eligibility is not linked to being a paying member. However, we realize that some customers may not want to pay the membership if they are not eligible for Floats or do not find value in our other offerings.
  
  Therefore, all members are provided a 30-day free trial before they are first billed. This allows time to cancel their membership prior to their first billing via the in-app membership page or via our support portal.
  
  Upon review, I see that you first contacted our support team via Ticket #****** (see attachment) on Saturday 8/13/22 at 14:21 requesting assistance closing your account. An agent (*******) replied with cancellation instructions at 16:43. The agent later proceeded to directly close the account after the account owner declined to do so themselves on 8/15/22 at 00:34 (prior to our receipt of this BBB request). Further review showed that ******** were properly made.
  
  
  As a courtesy, we have processed a good-will credit back to your bank for your latest payment that should be received within **** business days. I hope that this message helps clarify this situation.

• Initial Complaint

  Date:08/15/2022

  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.

  Sign up on the app and immediantly the app takes **** out of my account on 7/20/22. I contact support in which they say after a trial period, (that i never recieved) that it clearly states **** will be charged. Well i didn't recieve a trial period and i went through the links provided and canceled my account. Figured h*** it's only **** and it's not worth fighting over so i haven't looked into any further thinking account was closed. Well today 8/10/22, mind you 21 days later, not even a full month, they are charging my account again for ****. I download the app and try to log on and it says my account is blocked. NOT BLOCKED ENOUGH TO TAKE MY MONEY. So I have no access to their services, have never used them and continue to charge me. This should be illegal. The picture i included is what i get when trying to log on. So they can't connect or let me in my account but they can take money from it

  Business Response

  Date: 08/17/2022

  Hi ********,
  
  I apologize that your experience did not meet our high standards and appreciate your reaching out to us about your concern.
  
  In reviewing, I found that our team has been attempting to assist in Tickets #****** (closed on 7/20/22 due to no response) and Ticket #****** (submitted on 8/10/22 at 20:14 and replied to on 8/11/22 at 16:09). Agents found that you had opened multiple accounts under different email addresses:
  
  Account 1: ******************** Opened 5/7/21, Closed 7/20/22 (note: once closed, an account can no longer be accessed. This is why you cannot log into this account). The first billing attempt took place on 7/28/21 (after the 30-day trial expired) but was declined. At no point was this account billed prior to the cancellation on 7/20/22.
  
  Account 2: *********************** Opened 7/17/22, Closed 8/12/22 at your request by support agent. Account never billed due to being within trial period
  
  Account 3: ******************* Opened 6/24/20, Closed 6/17/21 at your request. Account was never billed due to bank not being connected
  
  Account 4: ********************* First Opened 1/22/22, Closed 8/11/22 at your request. Account was properly billed on 6/19/22 (initially failed, past-due balance collected 7/19/22) and 7/17/22 (initially failed, past-due balance collected on 8/10/22) due to trial period having expired. This account was validated at creation via multi-factor authentication using the same phone number submitted with this BBB request.
  
  Based on the facts above, our billing team confirmed that all ******** were properly made after the 30-day trial period for Account 4 (the trial period and pricing is noted on our website and during the signup process).
  
  I hope that this helps you better understand your ********.
  
  As a courtesy, I have authorized a good-will credit for your final payment from 8/10/22; it will be received by your originating bank within **** business days. (See attached transaction report)
  
  
  
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  This scam company continues to charge my bank account $1.99 frequently. I am not a member or associated with these crooks in anyway yet they continue to charge my account somehow. Ive tried contacting their customer service (which is only through email) and receive no response. I will be filing a legal case against this scam company. Not sure how they are getting away with this as this seems to be a widespread scam affecting a lot of other people.

  Business Response

  Date: 08/02/2022

  Hi ****,
  
  Thank you for reaching out to let us know about your concern. Upon review, we have confirmed that you contacted our support team on 5/11/22 (Ticket #******) and on 6/21/22 (Ticket #******). In both cases, we provided a same-day response with step-by-step instructions on how to close your account. In neither case did we receive any further response.
  
  Our monthly includes access to all our services (not just Floats). It is clearly disclosed prior to completing signup & in the membership section of the app and comes with a free 30-day trial period. Cancellations may be done at any time in-app or via our help center at www.floatme.com
  
  As a courtesy, I have closed your account associated with ************************ for you on 8/2/22. While review has confirmed that all ******** were properly made due to your account being open and no cancellation requests made, we have authorized a courtesy credit for your membership payment originally due 7/6/22 and completed on 7/29/22.
  
  If you need further assistance, please kindly reply to Ticket #******; our agents would be delighted to assist.

  Customer Answer

  Date: 08/02/2022

  Complaint: 17652289
  
  I am rejecting this response because: Your scam company never responded to the emails or the several requests I made to stop the unauthorized charges to my bank account or close any account that *** have been associated with my name. It wasnt until I filed a complaint with the Better Business Bureau that you responded to any of my requests. In addition, you clearly dont provide any services to anyone and are operating under the pretense that there is a membership program to justify charging your illegitimate and illegal fees to unsuspecting victims (The complaints on the BBB website confirm this). Ill be reporting you clowns to the ***** attorney generals office. 
  

  
  Regards,
  
  K.B.