ComplaintsforEarnIn

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of the company since 2020. Until an app update in September 2023, I had $550 each pay period to advance to my bank account and use as needed. Since then, I now have a $100 maximum availability and the company cannot ever take their funds back on the correct pay-date despite multiple attempts to resolve it with no resolution and i'm just told "the app knows what it's doing". I believe this to be unfair lending practices and just want my account to stay the way it was...

  

  Business response

  06/21/2024

  Thanks for bringing this to our attention, **** and we apologize for any inconvenience this has caused. We understand the importance of having a higher pay period *** which is why we granted another one-time courtesy *** increase in your account. Please note that we cant guarantee our community members a specific pay period *** since ***es are re-evaluated and are subject to change each pay period.
  There are many factors that we use to determine *** amounts which allows EarnIn to serve our community and ensure the long-term viability of the service. Our general tips for maintaining a healthy Pay Period *** include maintaining a positive bank balance, spending less money than you make and avoiding unsuccessful debits. With regard to your pay schedule, weve made sure it was updated based on your actual pay dates to avoid our debits from being taken ahead of your direct deposits.
  
  For reference about how ***es work, please visit:
  **************************************************************************************************
  ****************************************************************************************************
  
  Should you have clarifications or need further assistance, please do not hesitate to reach out back to our chat support team.
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Earnin has overcharged me. Because of this overcharge and poor customer service I cancelled my account. I have since been trying to obtain my complete transaction history but they will not give me my requested information. They keep changing guidelines and reasonings behind the overcharges everytime I speak to a different rep. I deposit $300 of my paychecks to them and they still debit my bank $100 or more each pay period. I would like my funds refunded but they will not allow me to speak to a live person and purposely avoid certain questions via the chat app. I want my refund and plan to escalate if not resolved

  

  Business response

  06/05/2024

  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. After careful review and thorough investigation, we have concluded that we have debited your account correctly. As per our guidelines, every pay period, if the deposit is not enough to cover the debits that will be taken out from your Deposit Account, we will then send the remaining balance to your checking account linked in the app. You may refer to this link as a reference to the said guidelines:
  ****************************************************************************************************************************
  
  Should you need further assistance, please do not hesitate to reach back to our chat support team.
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account with ********************** and requested $100.00. I submitted my banking information and employment information. I never received the funds. In stead, I received a deduction from them on payday, just to inform me that I now have $100.00 available in my Earn In app. I closed my account because of numerous of failed attempts to reach someone at Earn In. I would like confirmation from Earn In that any further ach authorization from my backing account is cancelled. I do not want them to no longer have access to my banking account. I would also like my funds back that they withdrew from my account when I received my paycheck. It doesn't make sense to take my funds.Thank you for all that you do.

  

  Business response

  05/29/2024

  Thanks for bringing this matter to our attention, Dawnyelle. We have reviewed your case and we see the debit that you saw on payday was due to a credit that was sent to your account on 5/15/24. Weve escalated this concern to the relevant team, and a team member has contacted you directly via email to assist you further.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone is trying to make an account with ********************** using MY information. I have been trying to contact the company to alert them that I do not have their app. I do not have an account with them and to block whomever it is who is trying to open one under my name and phone number. They keep demanding I get their app and communicate via chat inside their app. I got the app as it was apparently the ONLY way to communicate only the app refuses to let me communicate with anyone until I input bank data and a slew of other private information. When I tried to explain this to them they would only refer me back to their app. I am angry that they dont have a way to truly communicate outside their very restrictive app. I am concerned there is fraud going on with my identity and they for all intents and purposes refuse to help me.

  

  Business response

  05/21/2024

  Thanks for bringing this matter to our attention, ******** and we sincerely apologize for the trouble this has caused you. Weve reviewed your case and confirmed that there are no other accounts under your info and the account youve created has been successfully closed. If you believe someone is trying to use your identity, we encourage you to visit identitytheft.gov to determine the best course of action. Please note that your security is our top priority and you can request data deletion from Earnin by visiting: **********************************************************************************************************************************
  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I downloaded EarnIn a few months ago and I thought this app would be great. Its not a good app. I took an advance out of $200 and change. I was able to get them to reschedule the repayment but I have had some unexpected bills come up and now they said that their system wont let them reschedule the payments out further. Now they have exhausted all possible options to reschedule the repayments. Im angry and upset. I feel like they are ripping off people who are struggling financially. I am going to end up on the street. I need to pay rent and cant pay rent. My landlord is on my case about rent. Im sorry to be ranting but I have had enough of people taking advantage of me.

  

  Business response

  05/21/2024

  Thanks for bringing this matter to our attention, ********. We understand that you wanted to reschedule your debits due to some unforeseen expenses. Weve reviewed your account and it shows that you were *****ed one time courtesy in rescheduling your repayments multiple times in the past 30 days. When you initially reached out to reschedule your debits, you were informed that we can only ***** one time courtesy reschedule requests once every 60 days which youve acknowledged. We understand your struggles and we are here to help which is why your recent reschedule request has been *****ed once more. Please note that this is a one-time special arrangement and the one-time reschedule request every 60 days will apply moving forward. With a little more time, we hope you'll have the flexibility you require. Should you need further assistance, please do not hesitate to reach out back to our chat support team.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been given continuous misinformation by representatives over hours and hours of ridiculous chat conversations. I was clearly told by a manager in March that I needed one direct deposit of a certain amount for the team to verbally confirm my details and activate my account. I told them I would not receive this until April. Fast forward to April, I am now being told this is not enough, per chat *******, and that I need a pay stub, of which my employer is taking time to provide. EarnIn, simply verify my account, honor what I was told multiple times including on April 30th, and simply activate my account. You verbally confirm paycheck details all the time. Treat customers consistently and please properly train nearly every member of your team.

  

  Business response

  05/09/2024

  Thanks for bringing this matter to our attention, *****. And we sincerely apologize for the inconvenience this has caused you. We are fully committed to ensuring our community advocates receive comprehensive training to provide efficient and timely resolutions. Please be informed that one of the requirements to set up your EarnIn account is a consistent direct deposit pay schedule with a minimum hourly rate of at least $4. We can set up your account with 1 direct deposit + paystub or 2 direct deposits but the deposits need to have a consistent pay schedule. Weve checked your account and it appears that the direct deposits from your employer to the checking account we are connected to does not align with your pay frequency. Also, your hourly rate is determined by getting your average paycheck deposit history and your work hours. Your payday is set using the payroll pattern from your employers direct deposit to the bank account that you linked to the app. Should you require further assistance in setting up your account, please do not hesitate to reach out back to our chat support team.

  Customer response

  05/09/2024

   
  Complaint: 21650102
  
  I am rejecting this response because:

  As mentioned, I have clearly been told by your team multiple times to meet one direct deposit, meeting the criteria of $4/hour, which I have done. Then, once meeting this criteria, your team is now adding requirements, such as providing pay stubs, etc. Nothing has changed on my side. I was very clear with the team regarding when my direct deposit would be received and very, very clear with them regarding the steps they would be able to take once that direct deposit was received. Both managers confirmed they could activate my account at that time. Again, given what I have been told in the past and for the horrible customer service, spanning over 5 hours, please honor the same. It is nice to hear that your company is changing their stated requirements and then unable to point me to where these specific requirements are mentioned in the terms I agreed to.
  
  Sincerely,
  
  *************************

  

  Business response

  05/15/2024

  Thanks for the continued communication, *****. Your account should activate automatically once EarnIn identifies at least two direct deposits in your bank account history. Occasionally, we'll ask for a screenshot of your pay stub so we can verify and debit your account properly. I understand that you were informed by the supervisors youve talked to that we can continue setting up your account when the requirements are met. However, it was also mentioned to you by the previous community advocate that one of the requirements to use our service is a consistent direct deposit pay schedule. We can see that there are indeed 2 direct deposits to the checking account we are connected to that meet the requirement of the minimum hourly rate but they are not consistent based on your pay schedule. Should you require further assistance in setting up your account, please do not hesitate to reach out back to our chat support team. 
  
  These information are also publicly available here:
  **************************************************************************************************************
  *******************************************************************************************************;
  **************************************************************************************************************************
  
  

  Customer response

  05/22/2024

   
  Complaint: 21650102
  
  I am rejecting this response because:

  1. As mentioned, I have asked specifically where these requirements are mentioned in your policies.

  2. I'm aware of what a previous "community advocate" stated, which is what caused this BBB. You had multiple supervisors directly and confidently state multiple times (even when I directly asked that they fully confirm) that I needed to meet certain terms. It took time to meet these terms, and that is why I spent nearly 6 hours on chat with your team fully confirming the terms before I met them. Once these terms were met, your team then does a rug pull, refuses to honor terms clearly mentioned by multiple agents at the highest level, and then clearly does not take concerns with misinformation, mishandling of extensive chats, etc. seriously via this complaint. EarnIn is brushing over my concerns, not taking responsibility, and not pointing out where these terms are mentioned. Clearly this is causing not only confusion for me, but for your own poorly trained team.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They keep taking the money to early out my account. They also false advertise the app. They tell people we can get an earnin card but wait til u get the app to say it's invitation only. Put restrictions on getting money that were not disclosed before transactions

  

  Business response

  05/02/2024

  Thank you for bringing this matter to our attention, *****. And we apologize for the confusion our communication has caused. EarnIn Card is designed for anyone earning a paycheck, but we do have a few additional requirements. We know how important it is for you to be able to transfer out as you work, and were here to help. As checked, it appears that a credit was processed to your bank by one of our supervisors in which you agreed to be debited on your next payday. Please note that there are factors that *** have delayed your ability to transfer out.

  To know more about EarnIn card and factors affecting your ability to transfer out, please visit our help center:
  ***********************************************************************************************************
  *******************************************************************************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hate to complain, but there is no contact information for your company on your website and there is no resolution path on my employer's website.I am contacting you because the app can not find ************** on the Statement. I took a second look and specifically to my Pentagon ********************** A/K/A Penfed Personal DDA *Checking Account" the actual words involved for the employer on the checking account are ********** U.S.AREG SALARY . I made the correction in the website. There should be no issues now. I work at Unit 1108 ************** located at **************************************. If you need to reach out to me to fix this please do so. I would offer the checking account number but the ******************** has informed me not to. When I use the app to contact your advocate team, it wants me to start a new account. But when I try that it says I already have one, which is true attached to ******************** I do not have a company email. I can use your service fine so far with the website and only have issues when I am using a ******* Android phone using chrome. I got to the point where I requested my first $50 transfer then it said - nope. Because the exact words for the payroll deposit could not be found. please revew and contact me if needed.

  

  Business response

  04/29/2024

  Thank you for bringing this matter to our attention and we apologize for the inconvenience this has caused. We have reviewed your account and it appears that we are encountering a connection issue with your bank. However, we reached out to our bank connection provider to fix the problem and theyve informed us that there's currently no timeframe for a fix.
  
  Unfortunately the only alternative right now is to use a different bank or direct your deposit to a different account. I know that might not be a practical solution but right now there is no definite time frame for when the issue will be fixed.
  
  If you don't have a different account or are unable to switch banks, we need to wait for bank connection providers to resolve the issue. We'll reach out to you once as soon as possible when we get an update. If you need further assistance, please do not hesitate to reach out to our live chat support team.

  Customer response

  04/29/2024

   
  Complaint: 21606943
  
  I am rejecting this response because: there seems to be no connection problem and I state this because your company was able t place a verification deposit of 1 ***** into my personal checking account. It looks like a valuable service too bad that I can only take up to $100 at a time. Apparently during set up there was an issue but I fixed it at the website, but the setting I changed, possibly email or phone number was changed but that information did not carry over to the app. And there is no telephone based customer service trying to get the attention of tech support and assistance on the app is not easy. Please double check the account and confirm that the bank account is confirmed so that the app can be used, if you need additional information it can be provided.
  
  Sincerely,
  
  *******************

  

  Business response

  05/07/2024

  Thank you for your continued communication, *****. We understand that you are unable to transfer out due to the connection issues we are encountering with your bank and we apologize for this inconvenience. We want to assure you that your privacy and security are our top priority and any information shared remains secure.

  
  The app schedules a deposit to your bank immediately upon being scheduled. With this, our deposit is still posted, even in light of the current bank connection issue. We have already notified our bank provider about the connection issue and they are currently working for a fix.

  
  If you need further assistance, please do not hesitate to reach out to our live chat support team.
  

  
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October of 2023 I closed my account. November 2023 I get funds withdrawn from my bank from Earnin. I had absolutely no knowledge of owing until then. They let me close my account and at the time of closing it, the app stated that I was all paid. They took $200. According to their customer service, they were working through some technical issues thats why I was never informed of owing the debts. They only offered an apology.

  

  Business response

  04/24/2024

  We sincerely apologize for any inconvenience this may have caused you. When your account was closed, an outstanding balance remained. Community Members have the ability to close an account with a balance owed; however, closing an account does not eliminate the members responsibility to repay the balance. The initial attempt to collect the balance owed was returned by your bank prior to the account being closed. Since the funds owed were not collected, another debit occurred when funds became available, which was successful. Your account is closed with a zero balance. Please contact the chat support team with additional questions.
  

  Customer response

  04/24/2024

   
  Complaint: 21591343
  
  I am rejecting this response because:

  when the account was closed, I owed nothing.  The app even showed that.  Then more money was taken that shouldnt have been taken. 

  
  Sincerely,
  
  *****************************

  

  Business response

  05/03/2024

  Thank you for your prompt response, *****. We've reviewed your account further and it appears that you were able to close the account even before the debits were confirmed that they were returned. When the debits were returned, your account was put on-hold even though it was closed. Since the debits didn't go through, the app re-attempted to schedule a recovery of the failed debits to a future date or when the app sees that you have enough bank balance to cover the failed debits. 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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company provides pay advances. I have expressed that I do not have the funds to repay at the date of 4/4 and asked for another extension. While speaking to an advocate or representative ************** he refused to provide his information or full name. This is for lower income people and the fact that they are knowingly going to overdraft my account and not work with people or customers is appalling. His lack of understanding regarding the situation and circumstances shows what a thieves they are. I have bills that are high priority and I understand that they have rules and regulations but when a customer expresses that it will negatively impact there account and there response is thats fine just let us know after it happens is unethical. The worker is unprofessional and dishonest he could not provide his name or title and continually ignored prompts when asked. Questionable ethics and they should not be able to knowingly negatively impact someones bank account without repercussions

  

  Business response

  04/03/2024

  We sincerely apologize for the inconvenience this may have caused you. We understand the urgency of this matter and we have already granted your request on rescheduling your debits. You should be able to transfer out again once all debits are posted. If you need anything else, please reach out to us again through our chat support team. 
  
  

  Customer response

  04/03/2024

   
  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,
  
  ***************************

*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. ↩