We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Financial Services

Step

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 28 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/25/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Hello, I brought a game called the last of us part 1 for PC and after installing it kept crashing and wouldn't let me play, I tried contacting my step bank but no luck as the app is not letting me file a dispute via the app even after updating it, so I'm on here hoping to get the help I need from customer service all details of the order in this letter game was purchased via green man gaming and on the website it says no refunds if code is ever redeemed

    Business Response

    Date: 04/22/2025

    Hi there,

    Thank you for reaching out. We want to make sure youre supported every step of the way. You can easily file a dispute right from your transaction feed - just note that youll need to wait 3-5 business days until the transaction is no longer pending. When a transaction is pending, it means it hasnt officially posted to your account yet. In some cases, pending transactions may reverse automatically, especially if you contacted the merchant and they confirm theyve canceled it.

    Were glad to see that your dispute has been submitted successfully. Our Dispute Team will keep you updated as it moves through the review process.

    If you have any other questions or need help with anything else, were here for you.

    Best,
    Step Team

    Customer Answer

    Date: 04/25/2025

     
    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

    Date:03/25/2025

    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.
    On March 19, 2025 I messaged Step customer service through the chat. I asked if I could have my virtual card replaced. I was connected to ****. After around 40 minutes of no reply I received an extremely frustrtaing message saying that my account is being closed. I am extremeley angry with **** he closed my account for NO REASON WHATSOEVER! I have been a customer for 3+ years and THIS IS HOW I GET TREATED. MY ACCOUNT GETS CLOSED FOR ASKING A QUESTION. THIS IS THE ***** OF ****. HE NEEDS TO BE FIRED AND I WILL PROVIDE ANY SCREENSHOTS OR MESSAGES REQUIRED I NEED MY ACCOUNT OPENED BACK UP NOW FIRE **** I WILL BE TAKING THIS TO SOCIAL MEDIA IF NOT.

    Business Response

    Date: 04/22/2025

    Hi *****,

    Thank you for your inquiry. Your account was closed after activity was detected that violated Steps Terms of Service and Account Agreement. Specifically, our policies prohibit the processing of gambling-related transactions through Step accounts.

    Our Safety Team communicated to you that gambling transactions are prohibited from being processed, whether lawful or not, through our accounts per our ********************** Account Agreement. As per our agreement, we may close your account if we continue to detect potential gambling transactions. 

    For reference, the applicable policies can be reviewed here:
    *************************************************
    ************************************************************

    Please let us know if you have any further questions.

    Best,
    Step Team

  • Initial Complaint

    Date:03/19/2025

    Type:Sales and Advertising 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 opened an account with ********************** and immediately transferred money to the account. Immediately after the transfer they froze my account completely and with no communication from the company. I reached out and was given an automated response that didnt address the issue and claimed I received an email from them to verify my identify but Ive yet to receive anything like that. I replied to that automated message and have not received another reply from the company for over 2 days now. I sent an email and was given the same exact automated reply and they once again ignored my follow up email. My account is still frozen and theres no way to access my money.

    Business Response

    Date: 03/31/2025

    Hi there,

    As part of our commitment to account security and regulatory compliance, your account was temporarily restricted during a standard safety review. During this process, our Safety team reached out to request supporting documentation.

    Following your subsequent request to close the account, we proceeded with the closure on March 12, 2025. All previously funded amounts have been refunded to the original payment method. Your account is now fully closed and reflects a zero balance.

    Best, 

    Step Team

  • Initial Complaint

    Date:03/07/2025

    Type:Service or Repair 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 have never in my life used step and they have taken $2900 dollars from my bank account have tried contacting them also disputing with my bank and seems like step is no help in getting my money back they have drained my entire account. I have 5 kids and expecting another I am in no position to let anyone take money from me especially when I have never receive anything services from **************************. This is disgusting and unacceptable I need a refund immediately it is not right for scammers to be able to just take from families that work hard and these companies dont care about getting it back. Please give me my money back I have filed a police report and everything

    Business Response

    Date: 03/25/2025

    Hi there,

    Thank you for bringing this matter to our attention. We understand the concern and frustration that can arise from unauthorized transactions and we take these issues very seriously.

    Our Safety team has already reached out to you with the next steps. If you believe these charges are unauthorized, we recommend following up with your primary bank to file a dispute. Theyll be able to guide you through the process of reversing the transactions and help recover any funds that may have been transferred without your permission.

    To facilitate this process, we will provide all necessary information and documentation once we receive a Letter of Indemnity (LOI) from your bank. This will help us ensure that we can cooperate fully with your bank's investigation and resolution efforts.

    We are committed to assisting you and your bank throughout this process and will do our best to provide the information required promptly.

    If you have any additional questions or need further assistance, please do not hesitate to contact our team at ***********************************************************.

    Best,
    Step Team

  • Initial Complaint

    Date:02/12/2025

    Type:Service or Repair 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.
    On Saturday 02/01/25 I went to HEB on 31st to pay for my tags for my car. When I swiped my card to pay for my tags. I was made aware that there was no money in my Account. I knew that was impossible because I had over $250 in my account. Well upon investigation I realize that a $200,$20,$30 transaction was made on my card to **************************...I had no Ideal what this company was. I'm simply asking for my money to be returned to my account. Just as quickly as it was withdrawn from my account. Without my permission. I have never had any dealing with this company. And I'm on a budget and this has made it difficult to pay my bills. And in the future there need to be something in place to stop this from happening to anyone else. Because I don't have the money to pay late charges for my rent. Now I have to because of this that was done.

    Business Response

    Date: 02/13/2025

    Hi there,

    Thank you for bringing this matter to our attention. We understand the concern and frustration that can arise from unauthorized transactions and we take these issues very seriously.

    After a thorough review, our internal team has concluded that the funding events were unapproved, and all funds have been returned to your original card.

    We appreciate your cooperation throughout this process. Should you have any further questions or require additional assistance, please dont hesitate to contact our Safety Team at ***********************************************************.

    Best, 

    Step Team

  • Initial Complaint

    Date:02/03/2025

    Type:Billing Issues
    Status:
    Unresolved
    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.
    Denied all my disputes without even considering it and saying it was my fault because it was done with the step virtual card. This is absurd as i added my virtual card to my ****** pay in then which transactions that were not authorized by me were made due to ****** play not requiring authentication before it allowed a payment to accure.

    Business Response

    Date: 02/10/2025

    Hi there,

    Thank you for your patience while we conducted a thorough investigation into your recent claims. We take these matters seriously and have carefully reviewed all the relevant details. After a comprehensive review, our internal team has determined that the correct actions were taken. Please be aware that this decision is final and not subject to further appeal. We understand that this may be disappointing, and we encourage you to review our terms and conditions for any further clarification. If you have any questions or need further assistance, please feel free to reach out to our customer team at ********************************** Thank you for your understanding.

    Best, Step Team

    Customer Answer

    Date: 02/25/2025

     
    Complaint: 22879092

    I am rejecting this response because: the incompetence regarding this matter.

    Sincerely,

    ******** Abozied

  • Initial Complaint

    Date:01/13/2025

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 December 17, 2024, at 4:04pm I was notified that $20 had been transferred from my cash app account to my ********************** account. I was confused as to why this transfer happened as I did not initiate the transfer. Over the hour and thirty minutes over $1050 was transferred into my step account from various accounts. It was then immediately transferred out to another account. Some of these accounts the money was coming out of was not my accounts. And the account the money was transferred into was not my account either. They also sent $50 to someone named ***** *. I noticed that someone had changed my phone number and email address. I reached out to step for help as this was not me doing these transactions. They told me they would look into it. They finally got back to me and said that they were closing my investigation as they couldn't clearly identify any breach with my account and I could look for a further explanation in my email. I asked to speak with a supervisor because my email had been changed and I didn't get an email. They refused to respond to me. The next thing I know is my account was closed and again I was told to look for an email. At this point I reached out to the CEO who said he would look into this situation and he would get back to me. I have yet to hear back from him.

    Business Response

    Date: 02/03/2025

    Hi there,

    Thank you for your patience as we conducted a comprehensive review of your concerns. We take security matters seriously and remain committed to ensuring the integrity of our platform.

    Our Safety Team has reached out with a detailed response regarding your case. Following a thorough investigation, we confirmed unauthorized activity on your account. As a protective measure, the account has been closed, and all original funds have been returned to the original funding source. Additionally, as a gesture of goodwill, we have extended a courtesy offering.

    We appreciate your cooperation throughout this process. Should you have any further questions or require additional assistance, please dont hesitate to contact our Safety Team at ***********************************************************.

    Best,
    Step Team

    Customer Answer

    Date: 02/28/2025

     
    Complaint: 22792147

    I am rejecting this response because: I have not received any response from this company. I see that they said they reached out to me with a detailed response but I have not received any response from this company. I told them that whoever got into  my account changed my email address they had on file and my phone number. I also sent the CEO an email about this incident, he personally responded to my email and said he would look into what happened and he would get back to me. However, he never responded back to me after that. I am extremely disappointed with the way this company treated me as a customer when I needed help. 

    I would really appreciate it if this company would actually reach out to me and give me the information about what happened.


    Sincerely,

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

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair 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 have NEVER used step. I do not have a step account. Somehow, someone with a step account was permitted to use my stolen bank card information to DRAIN MY BANK ACCOUNT on Christmas morning. The safety team has been entirely unhelpful in resolving this manner. I did not AUTHORIZE this payment/money transfer.

    Business Response

    Date: 01/24/2025

    Hi there,

    Thank you for bringing this matter to our attention. We understand the concern and frustration that can arise from unauthorized transactions and we take these issues very seriously.

    If you feel that these charges are fraudulent, we recommend that you continue to work with your primary bank to file a dispute regarding the unauthorized charges. Your bank will help you in reversing these transactions and recovering any funds that may have been transferred without your authorization.

    To facilitate this process, we will provide all necessary information and documentation once we receive a Letter of Indemnity (LOI) from your bank. This will help us ensure that we can cooperate fully with your bank's investigation and resolution efforts.

    We are committed to assisting you and your bank throughout this process and will do our best to provide the information required promptly.

    If you have any additional questions or need further assistance, please do not hesitate to contact our team at ***********************************************************.

    Best,
    Step Team

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair 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 card and a piece of paper with my pin on it was lost ********************** replaced my card and also disputed transactions that was made when my card was lost step disputed the transactions but said the transactions was authorized when they wasn't and I ask that my dispute be opened back up and looked into more because my money is gone and step seems to not care and it seems like the dispute was not looked into I ask step to help me get my funds back on my account because I work hard for my money to be taken away from me I ask that my money be put back on my account

    Business Response

    Date: 01/24/2025

    Hello,

    Thank you for your patience while we conducted a thorough investigation into your recent claims. We take these matters seriously and have carefully reviewed all the relevant details. After a comprehensive review, our internal team has determined that the correct actions were taken.

    Please be aware that this decision is final and not subject to further appeal. We understand that this may be disappointing, and we encourage you to review our terms and conditions for any further clarification. If there is new evidence to support the investigation, please reach out to our team for help in the process.

    If you have any questions or need further assistance, please feel free to reach out to our customer team at ***********************************************************.

    Thank you for your understanding.
    Best,
    Step Team

  • Initial Complaint

    Date:12/30/2024

    Type:Billing Issues
    Status:
    Resolved
    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 Friday December 20, 2024 3 withdrawals were made from my bank account from ************************** in the amounts of $100, $300,$300. I never heard of this company nor do I hold an account with this company. I have been in contact with via email at ********************************* where I was asked to send a picture of the transaction which I did. Then I was told that an investigation will be conducted within ***** hours. On December 21, 2024 a deposit from ************************** was made to my bank account in the amount of $1.60. ************************** knows that I don't have account but has not returned my money to me. That was my whole paycheck that was stolen, I didn't even get any groceries or Christmas gifts because of this situation. My bank account is now closed.

    Business Response

    Date: 01/07/2025

    Hello,

    Thank you for bringing this matter to our attention. We understand the concern and frustration that can arise from unauthorized transactions and we take these issues very seriously.

    If you feel that these charges are fraudulent, we recommend that you continue to work with your primary bank to file a dispute regarding the unauthorized charges. Your bank will help you in reversing these transactions and recovering any funds that may have been transferred without your authorization.

    To facilitate this process, we will provide all necessary information and documentation once we receive a Letter of Indemnity (LOI) from your bank. This will help us ensure that we can cooperate fully with your bank's investigation and resolution efforts.

    We are committed to assisting you and your bank throughout this process and will do our best to provide the information required promptly.

    If you have any additional questions or need further assistance, please do not hesitate to contact our team at ***********************************************************.

    Best, 

    Step Team

    Customer Answer

    Date: 01/15/2025

     
    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,

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

Step is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.