Complaints

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:12/14/2024

  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.

  Greetings, on March ******, I sent a wire transfer for $5,000 to Juno to purchase crypto currency. I was able to purchase all but the remaining $3,006.46 which is owed to me. On April 2******, I received an email from Juno informing me that my account had been closed and a check had been issued for $3,006.46 and mailed to my registered address. On April 25, 2024 I received another email informing me that the check would take 20 business days to arrive in my mailbox. That never happened. I've sent over ************************************************* receiving my funds because I had a medical bill due in July, 2024 and now, it has went into collections and my credit worthiness has been compromised. Now today, December 13, 2024, I have a more greater urgency because I have been notified by my kids school institution of some unexpected accommodation fees that are due ASAP! So it's imperative that I receive was owed to me immediately. My kids health and safety is my top priority. Again and again I have continuously reached out to Juno support team. They always respond but the never give me any type of assurance or reassurance that my urgent need to resolve this ongoing issue is coming to an end. I have submitted to Juno my new bank account number and routing number since my account where the wire transfer was initiated has closed and I can't wait for a check to be mailed anymore. Please assist me in resolving this urgency immediately. Thank you

  Business Response

  Date: 12/17/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner **************** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or ******** partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds:

  1. We have informed the end users concerns to regulatory bodies such as ***** and FRB, and they are aware of the situation. The trustee is coordinating with ***** to understand their interaction with Synapse.

  2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues.

  3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well.

  4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with ******** partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22686817
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 12/17/2024

  I've read Juno's response. While I understand their situation from a business point of view, my situation is of a much greater importance and urgency! My kids living accommodations may be compromised.  Juno decided to close my account back in April of 2024, accusing me of fraudulent activities of which I had no part. Since ****** and Trust had the cyber breech, my funds have been held for 8 months, my medical blll that was due back in July of 2024 has went to collections, my credit worthiness compromised, now my kid's school institution is contemplating ousting my kids and leaving them without living accommodations unless their accommodations fees are paid by, Friday, 12/20/24. So I'm not accepting their explanation and I'm requesting further action to be taken against Juno to ensure that my closing account funds will be expedited to me immediately!

  Best regards 

  Business Response

  Date: 12/18/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner **************** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or ******** partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds:

  1. We have informed the end users concerns to regulatory bodies such as ***** and FRB, and they are aware of the situation. The trustee is coordinating with ***** to understand their interaction with Synapse.

  2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues.

  3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well.

  4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with ******** partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22686817
  
  I am rejecting this response because:
  I received a response from Juno today, 12/19/24. They gave me *********** and Trust call center number. So I called and spoke with Nequia and explained to her what happened with Juno.  Nequia informed me that since my account closing check for $3,006.46, was issued on April 25, 2024 to my registered address, of which I should allow 20 business days to receive and I never received the check. The responsibility lies on Juno because she said that sometime around May 30, 2024, Juno's parent company filed bankruptcy and since my check was issued before that time, Juno is responsible for issuing me a replacement check. So in light of all this, the negligence and all the unnecessary anxiety and stress that I've had to endure for 8 long months. I'm requesting your assistance in ensuring that a replacement check is immediately issued and mailed to the registered address on my account.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/20/2024

  A frustratingly familiar story for fintechs and end users
  : Another Synapse bankruptcy hearing. More excuses from Evolve. Still no real answers. Evolves refusal to provide clarity has left everyone stuck in an endless waiting game. Its painfully clear that their lack of transparency, ongoing delays, and refusal to answer even the most basic questions have become the new normal. Despite numerous attempts to gain clarity, both users and Juno are met with nothing but stonewalling.
  In the recent hearing on December 3, 2024, the Chapter 11 Trustee for Synapse submitted the 
  thirteenth status report
   and a hearing was held to discuss the same.
  The recent bankruptcy hearing revealed a deeply troubling reality: both the Trustee and the Judge expressed frustration over the lack of progress and regulatory action. In an emotional statement, the Trustee acknowledged that, at this point, litigation appears to be the most viable path forward for end users seeking resolution.
  In the hearing, Junos legal counsel raised 2 critical questions with Evolve regarding the distribution of user funds specifically seeking clarification about:
  Distribution of Remaining Funds: Evolves recent report claimed that nearly $24.7 million had been distributed to end users across fintechs. However, they had previously reported holding $46.9 million in end user funds. ******************** inquired as to why the remaining balance has not been distributed and what is Evolve's plans to distribute those funds.
  Reserve Funds Held by Evolve: Juno asked how Evolve plans to distribute ~$35 million held in the reserve account by Evolve, pressing for clear answers on when and how these funds will be distributed to the end users.
  Evolve has refused to address these inquiriesor any questions from usersciting their involvement in class action lawsuits, leaving both Juno and the affected users deeply frustrated. As of now, Juno is aware of three active class action lawsuits related to the access of funds issue that mention Evolve as a defendant.
  
  Key Takeaways from the hearing
  :
  Evolves lack of transparency and their tight lipped approach of not addressing any critical questions raised by Juno and end users citing their ongoing legal suits has left everybody extremely dissatisfied and irate.
  The appeals process from Evolve continues to face significant issues, including website errors and delays.
  The Judge expressed disappointment over the lack of involvement from regulators such as the **** and urged the regulators to take action in support of the users. The Judge emphasized that these regulatory bodies must step up and advocate for the rightful recovery of users' funds, as their absence so far has left many without the protection they need.
  
  In the trustees report, ****************** and ************ submitted a joint status update mentioning that they have reconciled all Synapse-related money movements in and out of both institutions. Further, they mentioned that they have also reconciled the transactions between the two institutions and are working on a combined report of Cash Flow Summaries to share with the Trustee.
  AMG, in its individual report, confirmed that it has never combined non-Synapse Brokerage funds with Synapse Brokerage accounts and that no other accounts at *** are related to or relevant to Synapse. Additionally, *** provided a summary view of reconciliation of Synapse Brokerage accounts held on behalf of its customers since *** began accepting deposits from Synapse Brokerage in August 2023. They further challenged each bank to produce a similar view, suggesting that if all banks follow suit, the underlying issues could be identified.
  The next hearing is scheduled for January 8, 2025.
  
  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************
  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22686817
  
  I am rejecting this response because:
  After speaking with Nequia at *********** & Trust call center and informed that the bankruptcy occurred sometime around May 30, 2024 long after my closing account check supposedly had been issued and Nequia gave me the number to call *************** Reconciliation and ******************* who contacted all Juno's account holder's, November 4, 2024, impacted by this via email to settle and distribute funds owed to them. So I called *************** Reconciliation and ******************* because I never received and email from them. The ******************* representative checked and I wasn't on the  list of names Juno submitted to them for distribution  of fund settlement. So again, it is obvious no matter how you look at it that Juno is clearly responsible for issuing  me a replacement check, immediately! I have waited for eight long stressful months which has caused my blood pressure to increase tremendously trying to be patient.  Now, please help me to resolve this  prolonged unnecessary unwanted circumstance. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/11/2024

  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.

  onJuno was holding $5,009.59 in an FDIC insured account in my name. ********************** has taken these funds and not returned it.

  Business Response

  Date: 11/19/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner **************** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or ******** partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.
  
  
  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.
  
  
  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as ***** and FRB, and they are aware of the situation. The trustee is coordinating with ***** to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with ******** partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.
  
  
  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22542136
  
  I am rejecting this response because: I sent my money to JUNO. I never authorized them to put this money into a Synoposis Brokerage account. ********************** presented itself as a bank, under *************** JUNO is liable for the stolen $5000 in funds.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/20/2024

  Please note that Juno does not or has never held any end user funds. To our knowledge, ****** has not involved fintechs including Juno in the reconciliation or the disbursement process. Juno has access solely to the information that is publicly available on ******'s website and in the bankruptcy court proceedings.
  
  This entire situation has been incredibly difficult and frustrating for our users and the entire team who has been caught in the crosshair of an ongoing issue between Synapse and *********** & Trust. We have had very limited visibility and information of the whole situation and our team is only communicating what we are made aware of or what is publicly available. Juno is a financial technology company, not a bank. We do not custody cash or crypto and work with regulated partners to provide these services.
  
  For more information about ******'s funds disbursals, please visit: ***********************************

• Initial Complaint

  Date:09/20/2024

  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 have about $5,490 in my Juno account. They will not let me transfer the money out. They will not close my account and write a check. They have not offered to send me any of my money! They claim that the money is held up in a bankruptcy issue.

  Business Response

  Date: 09/23/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner **************** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or ******** partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.

  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as ***** and FRB, and they are aware of the situation. The trustee is coordinating with ***** to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with ******** partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

• Initial Complaint

  Date:09/11/2024

  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 considerable funds at Juno Finance and since May 16 these funds have been frozen and are not available. This has happened because of gross negligence on Juno's part. They keep saying that they are not a bank and they dont have the funds, but we gave money to THEM and THEY ARE responsible for the funds.Their website says that "Please be aware that only USD held in your Cash Account through ********************'s partner bank, Evolve Bank & Trust, Member FDIC, is covered by ************** up to $250,000". This is completely untrue. i have a Cash Account in USD and the money is neither with Juno nor with Evolve. The above statement it leads the depositor to mistakenly think that the money is secure. They dont declare that they give the money to a third part (like Synapse) which is a sham fintech company with NO CHECKS AND BALANCES. I am attaching my statement. JUNO misguided us. they never told us that the money is send to Evolve though insecure middlemen. Synapse CEO ************** filed for bankruptcy and probably laughing on how his buddies at Juno helped cheat the depositors. This is totally unacceptable. Juno IS responsible and they MUST refund the money.

  Business Response

  Date: 09/12/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner bank *********** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or Synapses partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.

  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as FINRA and FRB, and they are aware of the situation. The trustee is coordinating with FINRA to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with Synapses partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

• Initial Complaint

  Date:09/03/2024

  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.

  Juno.finance went bankrupcy and held my money of balance $3203.75. They claimed that they are FDIC insured but they just kept my money. Recently they asked me to link my external bank account but they obviously linked the wrong one!!! I hope to get my money back and also they should CORRECT my linked account with me!!!

  Business Response

  Date: 09/09/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner bank *********** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or Synapses partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.

  
  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  
  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as FINRA and FRB, and they are aware of the situation. The trustee is coordinating with FINRA to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with Synapses partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  
  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

  
  Additionally, Juno's support team has reached out to the user and clarified that the linked account is correct. The difference in the last four digits of the user's ***** account and routing number when connected via Plaid is actually a security feature provided by *****. To protect the user's financial information, ***** generates a virtual account and routing number when linking through *****, which may result in the display of different digits. This is explained in this article by Plaid (******************************************************************************************************************************************************************************.). As mentioned in the article, this should not have a direct effect on the status of the user's transfers, or any money movement activities, and it should not be a blocker for receiving the funds.

• Initial Complaint

  Date:08/20/2024

  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.

  Juno has frozen our accounts and we cannot access our money starting on May 12, 2024. There is some issue between *********** and Synapse, and apparently Juno was aware of this before the funds were frozen. I currently have $30,000 cash in Juno and want it back immediately.

  Business Response

  Date: 08/20/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner bank *********** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or ************** at this time can only be shared by these respective regulatory agencies, ********************* or Synapses partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.

  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as FINRA and FRB, and they are aware of the situation. The trustee is coordinating with FINRA to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant interim relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with Synapses partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

• Initial Complaint

  Date:08/01/2024

  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 have tried multiple times to withdraw my balance from the Juno savings account and it has failed every time. When contacting customer support, they advise there is nothing they can do to give me MY money. Although the funds are not held in their domain, the account was opened under their domain so they should be responsible for providing the needed funds to their customers. My current balance is only $1,493.92 so this should clearly not be an issue for a business to cover. All Juno does is give me the runaround, throwing the blame on the other companies. Please help in getting my money that I put in the account with intentions of having future access to it.

  Business Response

  Date: 08/02/2024

  We apologise for the inconvenience caused to the user. There was a disruption in banking services, from our banking partner Synapse and the partner bank *********** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or SIPC insurance at this time can only be shared by these respective regulatory agencies, Synapse Brokerage LLC or Synapses partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.

  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as FINRA and FRB, and they are aware of the situation. The trustee is coordinating with FINRA to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant ******* relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with Synapses partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22078572
  
  I am rejecting this response because: The account was opened through the Juno portal and Juno should be responsible for the funds. Although the funds were kept at ************ the customer has no interface with that bank and has only dealt with Juno to open this account. This is not an inconvenience. It is withholding customer funds submitted in good faith to the Juno institution on the premise these funds would be available when trying to obtain them back. This is only a savings account (not a CD or some fund that keeps money for a specified length of time). The response is not satisfactory. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  Since Juno does not control the funds, we cannot take action on user accounts currently. The situation is part of an ongoing bankruptcy hearing, and information is available through public records. 

  Juno is collaborating with the trustee and partner banks to restore users' funds, with the trustee facilitating reconciliation and settlement payments. Users can see updates on the situation here: ***************************************************************************************

   

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22078572
  
  I am rejecting this response because: the issue has not been addressed for providing my deposited funds from Juno or the entity employed by Juno to hold my funds.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2024

  We understand your concern regarding the status of user accounts and the associated funds. Currently, Juno does not have direct control over the funds, as this matter is part of an ongoing bankruptcy hearing. Information related to the proceedings can be accessed through public records. 
  We want to assure you that Juno is actively working with the trustee and partner banks to resolve this issue on priority. The trustee is leading efforts to reconcile and facilitate settlement payments to restore users' funds.
  For the latest updates on the situation, please visit our blog: ***************************************************************************************

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22078572
  
  I am rejecting this response because: If ***** gives ***** (aka Juno) a $1500 loan (deposit), but ***** gives ****** (Evolve) the $1500 on a loan. When ***** comes to get the $1500 from *****, ***** has had no interaction with ******'s loan. Therefore, ***** is expecting the funds from *****, with whom he gave the loan to. If ***** is unable to provide the funds in a 'timely' manner the responsibility falls on ***** to provide repercussions for not being able to provide the funds on time. Therefore, I would expect some kind of bonus from Juno after I receive my funds and close my account. I will never recommend Juno to anyone, as this is the worst example of customer service from a financial entity I have ever seen.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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 have a cash account with ******************** which is affected by the Synapse bankruptcy and the subsequent freezing of funds by ******************* held on behalf of Juno. My entire cash account is currently frozen and I am unable to access my own funds, without a clear path to resolution. While Evolve is FDIC insured and I was led to believe that my deposits would be safe, it is not the case. This is a horrible situation where intuitional regulations are failing consumers and we need Evolve and Juno to be held responsible. Juno's own FAQ read as follows today: "Juno does not function as a bank or a depository institution insured by the ***** Therefore, it does not have the capacity to provide FDIC insurance on its own. The Cash Account, facilitated by Juno's partner bank *******************, Member FDIC, offers FDIC insurance coverage for USD deposits, extending up to $250,000." This is wholly misleading to the consumer, leading the reader to understand that the depositor's funds would be covered by Evolve's FDIC participation.

  Business Response

  Date: 07/17/2024

  There was a disruption in banking services, from our banking partner Synapse and the partner bank *********** and Trust who is in control of card services and issuance of the card, on May 11, 2024. However, Juno itself is not a bank and therefore, the exact applicability of FDIC or SIPC insurance at this time can only be shared by these respective regulatory agencies, Synapse Brokerage LLC or Synapses partner banks. Since Juno has not and is still not in control of the funds, it is unable to execute any actions on end users accounts at the moment.
  
  The matter is currently subject to the bankruptcy hearing and the Chapter 11 Trustee appointed therein and we are sharing information that is publicly available through the bankruptcy hearing.

  Meanwhile, we have taken the following steps to get more clarity on the prevailing situation about end users access to funds: 1. We have informed the end users concerns to regulatory bodies such as FINRA and FRB, and they are aware of the situation. The trustee is coordinating with FINRA to understand their interaction with Synapse. 2. In our previous discussion with the Chapter *********************************************************** expediting the process of end user withdrawals. Our legal counsel concurred with the trustees suggestion to grant ******* relief to end users by promptly releasing pro rata amounts, even as final reconciliation continues. 3. Our legal counsel has consistently represented the users concerns in all the previous hearings and will do so in the upcoming hearings as well. 4. We have contacted our partner banks to seek clarification on the queries reported by users. Additionally, we are in communication with Synapses partner banks to reconcile and confirm the placement of user funds, and we are currently awaiting an update from them regarding the disbursement of funds.

  Juno is working with the Trustee and partner banks to restore users funds. The trustee continues to facilitate partner banks additional efforts regarding reconciliation and settlement payments. The user can access updates on the ongoing issue here - ***************************************************************************************

• Initial Complaint

  Date:06/26/2024

  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.

  The check was supposed to be reissued because I couldn't cash the first one and have been waiting for over 2 months for it to be taken care of and have been talking to people at the company once a week since this started. I'm not okay with this

  Business Response

  Date: 06/27/2024

  We apologise for the extreme inconvenience caused to the user. However, as informed to the user by our Customer Support team, ******************** depends on our banking services provider Synapse to facilitate the transactions and *********** & Trust to issue card services and account closure checks. The users new check was issued on April 11, 2024. However, shortly after the check was issued, Synapse declared bankruptcy and soon after accounts and functions were frozen without prior notice to Juno as well.
  
  Juno has reached out to Evolves legal team regarding this issue and are awaiting a response.
  
  We are constantly providing users with timely updates of the dispute between Synapse and Evolve. We request the user to refer to our blog ***************************************************************************************. Juno is working diligently with all pivotal parties by providing  necessary support, resources, and information to facilitate quick access to funds for our end users. We will keep you informed of any significant updates in this case

• Initial Complaint

  Date:06/15/2024

  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.

  Juno (formerly OnJuno) has frozen our accounts and we cannot access our money starting on May 12, 2024. There is some issue between ******************* and Synapse, and apparently Juno was aware of this before the funds were frozen. I currently have $5,009.38 cash in Juno and want it back immediately. I have already lost money due to automatic payments being declined because of Juno. This needs to be resolved soon.

  Business Response

  Date: 06/26/2024

  We apologise for the extreme inconvenience caused to the user. However, ******************** depends on our banking services provider Synapse to facilitate the transactions.  
  
  Users funds have been frozen due the disruption in services by Evolve and Synapse and we assure the user that ******************** does not hold or control their funds in any manner.We are constantly providing users with timely updates of the hearing between Synapse and Evolve. We request the user to refer to our blog ***************************************************************************************. Juno is working diligently with all pivotal parties by providing  necessary support, resources, and information to facilitate quick access to funds for our end users.
  
  We will keep you informed of any significant updates in this case.