ComplaintsforEarnIn

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company lends out money based on income and they are supposed to come to an agreement with me when the money would be paid back. I was scheduled to pay 07/08/2024 but for the second time now they have taken funds our of my account multiple days prior to the agreed date. They took the money on 07/05/2024. I have been talking to their support team for 10 plus hours and gotten absolutely no where with them and they refusing to honor the agreement

  

  Business response

  07/16/2024

  Thanks for bringing this matter to our attention, *****. We're very sorry to hear about your experience and the inconvenience it has caused you. We have made a careful review and it appears that the app had the debit scheduled for 07/01/2024 and 07/08/204 since it's your next payday. With the initial debit date, the app doesn't alter the debit date from what we have your payroll setup as. We actually have seen this issue occur with some banks. In your case, the debit date was 07/08/2024 on our end but since that day happens to be after the weekend, we sent the debit request before the weekend so they'll have time to process it. However, some banks process the transactions on the day we sent the debit request and not on the date we requested the debit to be transacted.
  
  We still give your bank the set date and they're supposed to stick to that date. For whatever reason, we have seen where certain banks will begin processing our debits before the set date we give them. I believe it's definitely worth reaching out to your bank to see if they can prevent this from happening again in the future, or reimburse you for any fees received.

  Should you require further assistance, please do not hesitate to reach out back to our chat support team.
  

  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earnin pulled my $93.99 payment a day early (7/4) when it was due on 7/5. This payment cause an overdraft in my account since I get paid on Fridays and I do not get paid early even if its a holiday. I sent an e-mail to support expressing my frustration as they just overdraft my account. I sent them 2 screenshots. One of the amount my account is overdraft and the other showing that they pulled the payment. They have continued to tell me that they are investigating this matter. I would like for EarnIn to pay the $98 my account is overdraft as they have neglected to inform me that they were going to pull the payment before the due date. Their customer support team has been less than helpful at this point. After this incident, I will no longer be using the earnin app.

  

  Business response

  07/15/2024

  Thanks for bringing this matter to our attention, ****. We sincerely apologize for the inconvenience this has caused. The app schedules our debits on your payday based on your payroll setup. We send the debit transactions to your bank before the actual debit date for processing, but we also give them the set date, which they're supposed to follow. We can see that the previous debit in your account was seen pending on 7/4 but was not scheduled to post until 7/5. To avoid this from happening again in the future, weve made an adjustment with your pay schedule for holiday behavior. If you received fees from your bank due to our debit, please reach out back to our chat support team for further assistance.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Taking money and not repaying on time with auto pay and want me to pay late fees also no help with customer care

  

  Business response

  07/11/2024

  Thanks for bringing this matter to our attention, *******. We understand that you were having issues with setting up your Deposit Account. After careful review and thorough investigation, we have confirmed that your Deposit Account was not fully activated at the time you first reached out to us.  As per our guidelines, we require you to route your paycheck to the Deposit Account and it will take 2-3 pay periods to process and fully activate the Deposit Account. 
  
  You may review these links for out Deposit Account guidelines in case youd like to proceed in the future:

  ***************************************************************************************************************
  *********************************************************************************************************************
  
  Should you need further assistance, please do not hesitate to reach back to our chat support team.
  

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dark patterns and refusing to close my account after a data breach and the fact that I'm not able to use their service. I went to the website to close my account but the website said I had to install the app. I installed the app to close my account and the app said I had to reach out to customer service. I reached out to customer service and they told me to use the app. When I told them I tried they flat out ignored me and spammed me with disclaimers about the data breach. I requested six times to a rep to close my account and he just ignored me and stopped responding.

  

  Business response

  07/09/2024

  Thanks for bringing this to our attention, ******. We sincerely apologize for the inconvenience you've experienced. This is absolutely not the kind of service we want you to encounter when using our service. EarnIn is aware of a cybersecurity incident that breached the systems of our banking partner, *********** & Trust and exposed their records. Some of your personal information may have been exposed. For ongoing updates on the situation please visit *********** & Trusts website: getevolved.com/about/news/cybersecurity-incident. 
  

  There was no breach of EarnIns systems and your EarnIn account credentials were not leaked. Passwords, and, if you hold an EarnIn Card, card numbers were not compromised. Protecting the security and privacy of our customers' data is of top priority. As always, we continue to closely monitor account activity.

  Weve reviewed your account and confirmed that it has been successfully closed as requested. Should you require further assistance, please do not hesitate to reach out back to our chat support team. 
  

  
  

  Customer response

  07/09/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged on the May 17th for three different amounts. When I logged in to the earnin app to see why I was charged they had stated that my balances were never paid but I spoke to chase bank and the representative verified that they were paid to them. I got verification from my bank that it was paid to them. I contacted them through chat because that is the only way you can speak to them and all the representative kept telling me was that it was not paid and theyre gonna charge me again for those amounts and I advised them that. That is not right because then they would be charging be double for a service I never received. But they proceeded to tell me that they were going to charge me that amount.

  

  Business response

  07/04/2024

  Thanks for bringing this matter to our attention, *******. This is definitely not the kind of experience we want you to have with the app. We understand that youre having issues with the debits that were taken out of your account. After careful review, it appears that there was a failed debit on 05/17/2024. When this happens, the app automatically reschedules the debits, usually on a future payday. Furthermore, weve escalated this concern to the relevant team, and a team member has contacted you directly via email to assist you further.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These are the dates that i started the process of getting Bitcoin from Earninvesty. 05/10/204-05/22/2024. I have been given the run around every day just to receive the return that i invested with these people. And the wonderful broker that help me was, *************************. And he has lied every day doing this process. Its new fees everyday, i know nothing is free, but when i finish paying these fees it will equal out to what i invested. This is crazy. Just wanted to know all the rules up front. This is B.S.

  

  Business response

  06/26/2024

  Thank you for sharing your experience. EarnIn is not affiliated with Earninvesty as they are a different entity. EarnIn is an application designed to provide you with timely access to the pay youve earned, allowing you to receive compensation for the hours worked without the need to wait for payday. Your case has been inadvertently directed to EarnIn and should be appropriately rerouted to Earninvesty for a resolution.
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They false advertised their product won't. Reimburse me for what I'm owed even though it's not against their policy.

  

  Business response

  06/27/2024

  Thank you for your feedback, *****. And we sincerely apologize for any misunderstanding our communication has caused. I have checked your account and it appears that you need help in connecting your savings account in the app. Unfortunately, EarnIn is unable to send earnings to prepaid and savings accounts. To be part of the EarnIn community or to keep your EarnIn account active, the app requires you to link a checking account that receives the direct deposit from your employer. This information is publicly available here: **************************************************************************************************

  
  With regard to your reimbursement request, please reach out back to our chat support team so we can review this further for you. 
  

  
  

  Customer response

  06/28/2024

   
  Complaint: 21892226
  
  I am rejecting this response because:
  The page they sent does not show that information openly and they false advertised on their commercials. Plus I wasn't reimbursed 
  Sincerely,
  
  *******************

  

  Business response

  07/04/2024

  Thanks for your continued communication, *****. The public article previously attached (************************************************************************************************** ) shows the basic requirements for setting up an EarnIn account. It states that EarnIn is unable to send earnings to prepaid and savings accounts. A linked checking account is required. This means we cannot continue setting up or reactivating your account using a prepaid or savings accounts. Regarding the reimbursement you are requesting, weve escalated this concern to the relevant team, and a team member has contacted you directly via email to assist you further.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They told me my repayments could be split up over my next two paychecks since my husband lost his job. THEY LIED and took every bit of repayment today overdrawing my bank account significantly. Their customer service "reps" have to either be robots or SEVERELY INCOMPETENT. SEE ATTACHED IMAGES.

  

  Business response

  06/27/2024

  Thanks for bringing this matter to our attention, Autumn. We're very sorry to hear about your experience and the inconvenience it has caused you. Please know that we take these matters very seriously. We'll definitely investigate what went wrong and find a resolution for you. After careful review, your account should not have been debited more last 06/20/2024 since you have requested for a split payment. Weve escalated this concern to the relevant team, and a team member has contacted you directly via email to assist you further.

  Customer response

  06/28/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used Earnin for four years have always paid back advances on time no problems. Had to ask for an extension, but have always paid back result my *** was at $700. On Jun 17th received a notice that my account was suspended my *** reduced to $100 and an NSF. When I inquired the reps were very rude and even the managers were rude citing to advances that I supposedly gotten that they accuse me of reversing which I did not. When I asked for further investigation, all they wanted to do is quote their terms, nearly accusing my of trying to steal money like its theirs. DO NOT PUBLISH MY NAME DO NOT PUBLISH COMPANY RESPONSE HAVE COMPANY CONTACT/RESPOND TO ME DIRECTLY

  

  Business response

  06/26/2024

  Thanks for bringing this matter to our attention, *******. We understand that you were having issues with the debits that were taken out from your account and with your decreased pay period **** After careful review and thorough investigation, we have concluded that we have debited your account correctly and there are still pending debits that need to be settled in your account. With regards to your pay period ***, if we have trouble debiting you on payday, the app will automatically adjust the pay period *** on your account to protect you from overdraft fees. We want to make sure that we're not sending more money to your account than we're able to debit back on payday.

  You may refer to this link with regards to our guidelines for ***: 

   ***************************************************************************************************

   
  Should you need further assistance, please do not hesitate to reach back to our chat support team.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid the company , ******, to pay of a debt, due on 06/13/2024, on 06/12/2024, and the got the funds, and on 06/ 13/2024, the company tried to deduct that amount, again! Without me actually owing them, anything, I tried to bring this to their attention, I have got no where, but a bunch of chats with different csr's without any acknowledgement of wrong doing on their part, they infact have caused a chain reaction, of overdraft fees resulting in my checking account being negative 156.dollars and change, I could use some help with how to handle this thanks

  

  Business response

  06/26/2024

  Thanks for bringing this matter to our attention, **** and we apologize for the confusion our debits have caused.  Upon investigation, we have confirmed that our debits in your account are correct based on the credits you have received. The withdrawal that was posted on 6/12 is the repayment for the Transfer Out you requested on 5/30, which was initially scheduled to be debited on 6/6. On 6/6, you were able to transfer out again. This Transfer Out was scheduled to be debited on 6/13. Thus, the debit posted on 6/12 is a repayment for the credit received on 5/30 while the debit on 6/13 is a repayment for the credit on 6/6. However, it appears that it did not post successfully and was returned by your bank. You can confirm this by reviewing the credits received in your account from 5/30 to 6/7. Regarding the fees received due to our debits, please reach out back to our chat support team for further assistance.

*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. ↩