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:01/05/2024

  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.

  Hi, Juno finance has been holding my wire depsit for weeks. I made a purchase through *********** I chose the wire deposit option and transak make me pay through a bank account created for me, when the wire came in juno didn't process the transaction, claiming the amount is above the limit of $5,000. I can't find my money on juno app and they kept lying they reversed the wire but it was a big lie. They kept asking for several documents which I already procrssed multiple times. They are internationally holding my funds for their own benefits. I need my finds back asap. So unprofessional

  Business Response

  Date: 01/05/2024

  On December 22, 2023, the user made a wire deposit to their ******************** account, which exceeded the daily deposit limit. Consequently, the amount was meant to be returned to the source account. However, due to a delay on our banking partner's end, the return wire was not credited back to the user's account within the usual timeframe.
  
  Our team promptly engaged with our banking partner to expedite the resolution of this delay and ensure the timely return of the wire deposit to the user's source account. As the transaction was still processing during the delay, no specific details such as ********* numbers for the return wire were generated.
  
  Subsequently, our banking partner has confirmed the successful credit of the return wire to the user's source account, and our support team has provided the ********* details for this transaction to the user.
  
  We are currently awaiting confirmation from the user regarding the credit of the return wire to the source account, and post confirmation the issue will be successfully resolved

• Initial Complaint

  Date:12/31/2023

  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've disputed several transactions with Juno. I would like to know the transaction ID, name of the merchant and the date of the transaction of my disputes that haven't settled. I have been unable to get a response from the merchant with the transaction ID, name of the merchant and the date of the transaction of my disputes that haven't settled.

  Business Response

  Date: 01/05/2024

  On December 19, 2023, the user contacted our Customer Support team to address multiple disputes filed in previous months. The user sought information on transaction IDs, dates, and merchant names associated with these unresolved disputes. In response, our Customer Support agent requested clarification regarding the specific month in question to streamline the information retrieval process. Despite our request for additional details, the user did not provide clarity on their inquiry. We assured the user that our dedicated team was diligently working to provide the necessary information.
  
  On December 29, 2023, our Customer Support team supplied the user with transaction IDs and transaction dates for two outstanding disputed transactions. Subsequently, on January 4, ****, we informed the user that the credits for these two pending disputes had been successfully settled, and there were no remaining disputed transactions. As a result, the issue has been effectively resolved.

• Initial Complaint

  Date:12/17/2023

  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 would like to retrieve my all my funds 42k dollar from ONJUNO banking and close the bank account which i have been unable to do. The bank is holding the money not allowing any transfers out or for me to make payments from the bank account. There has been 24 fraudulent charges to the bank account with a **** dollar amount or more.

  Business Response

  Date: 12/21/2023

  On December 16, 2023, the user contacted our Customer Support team, reporting difficulty withdrawing funds from their Juno account through wire withdrawal. Upon investigation, our team discovered that the routing number intended for wire deposits was, in fact, invalid for such transactionsit was an ACH routing number.
  
  Our Customer Support team advised the user to contact their external bank to acquire a valid wire routing number. Alternatively, we suggested the user proceed with withdrawing funds via ACH, which they successfully completed on the same day to their external bank account. This action resolved the issue. Should the user intend to withdraw their remaining balance, they can do so via ACH or wire transaction, provided they input a valid wire routing number for wire withdrawals.
  
  Additionally, the user had raised disputes for multiple transactions with a specific merchant. Our Dispute team has filed these disputes, and the provisional credit is expected to settle in the user's account within seven business days. The user has been provided provisional credits for other multiple transactions that have already settled in the user's account.  The user has been duly notified about this process.
  
  Several other provisional credits are pending settlement in the user's account. Once these are finalized, the user will receive notifications from us accordingly.
  
  
  
  
  

• Initial Complaint

  Date:11/22/2023

  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 got an email stating that I needed to update my information but I forgot then my Venmo told me they were closing my account snd I needed a debit card to transfer my money to well this is the only card I could find so right after the money is in my acct these ***** closed my account and told me they would send me a check for my balance mind u i had no warning to get my money out the f this account and now I have a check that does me no god dam good because I cant cash it anywhere

  Business Response

  Date: 11/27/2023

  The user didn't contact ******************** through customer support chat regarding any check cashing issues. They can conveniently cash the check at an external bank. If they encounter difficulties, we kindly ask them to contact our customer support team so we can assist.
  
  Please refer to Complaint #******** for details on the facts and resolution 

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone was hacked over this past weekend. I had to have my phone number to be changed . I did not have time to go in to my account to update my phone number. My phone service is a prepaid service, called straight talk. This bank gave me instructions , I follow this to the letter , and then come back requesting some that was not part of the original request. Here it is now 5 days since I have not access to my account. Nov the 4th was the first day this occurred

  Business Response

  Date: 11/08/2023

  On November 1, 2023, the user contacted our Customer Support team, seeking assistance in updating their phone number on their account as they were encountering difficulties logging in. In response, our Customer Support team promptly requested the user to provide verification details necessary for the manual update of the phone number.
  
  Partial information was submitted by the user on November 7, 2023; however, our Customer Support team requested that the user furnish complete and accurate verification details. As the user was unable to provide the complete verification details as requested, our Customer Support team initiated correspondence with our Risk and Compliance team. This was done to facilitate an account review, securing the necessary approval for the manual update of the user's phone number.
  
  Following the receipt of the required approval, the user's phone number was successfully and manually updated on November 8, 2023. Subsequently, our Customer Support team promptly informed the user of the update, ensuring that the user can now access their ******************** account without any further issues.

  Customer Answer

  Date: 11/09/2023

  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:11/03/2023

  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.

  Urgent Concern - Unlawful Holding of Funds for Over 160 Days Dear BBB Team,I hope this message finds you well. I am writing to seek your assistance in resolving a pressing issue I have been facing with ONJuno . For more than 160 days now, they have been holding $10,098 without any clear communication regarding the status or the future of these funds.I have diligently followed all their requested procedures, including submitting facial verification, which should have resolved any security concerns. Despite this, my funds continue to be withheld without justification. This prolonged holding of my money is causing significant financial distress and emotional hardship.I kindly request your intervention to investigate this matter and ensure that OnJuno promptly releases my funds or provides a transparent and valid reason for their continued hold. Your assistance in resolving this issue would be greatly appreciated, as I have exhausted all available channels with the bank itself.Thank you for your attention to this matter, and I look forward to a prompt resolution.Sincerely

  Business Response

  Date: 11/08/2023

  On May 26, 2023, the user's account was placed under a lock by our banking partner. Our banking partner communicated to us that an asset freeze order had been issued for the account, and the funds are presently the subject of a law enforcement investigation. We have received explicit instructions not to lift the account lock until the investigation conducted by our partner bank is concluded.
  
  On the same day, May 26, 2023, the user contacted us and promptly submitted the required verification documents. The same documents were forwarded to our banking partner for review. However, given that the account remains under investigation, it is not within Juno's authority to remove the freeze at this time.
  
  We are committed to notifying the user without delay once the investigation is finalised and our banking partner provides further directives. In the interim, our Customer Support team maintains ongoing communication with the user and consistently provides updates regarding the status of the case.

  Customer Answer

  Date: 11/13/2023

   
  I am writing to express my dissatisfaction with the prolonged holding of my funds for 171 days. Despite my efforts to comply with all requested verification processes, the extended delay is both unreasonable and unacceptable. I expect a **************** and hope that the BBB intervention will expedite the process. Your cooperation in rectifying this matter promptly is appreciated.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/14/2023

  Due to the asset freeze order issued by law enforcement, our banking partner has explicitly instructed us not to unlock the user's account. Unfortunately, ********************'s hands are tied in this matter. We eagerly await directives from our banking partner.
  
  As soon as the account review is finalized and law enforcement concludes their investigation, we shall swiftly contact the user to provide an update on their account status.

• Initial Complaint

  Date:10/28/2023

  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.

  Was notified my account was on hold until I send in supporting documents for my crypto deposits/withdrawals. I was able to still deposit USD **** no problem and even use it for purchases. They never indicated that incoming deposits would be held so I made a wire transfer to the checking account thinking it would still go through for non crypto related purchases or activities. I was then told that they will be holding the funds until their team reviews it.. I've read online about multiple people getting their account put on hold and also closed with no real explanation or proof. I am truly disappointed in this business and how they handled my money. I just want access to my funds so that I can pay rent.

  Business Response

  Date: 10/30/2023

  On October 25, 2023, our system flagged the users account for potential suspicious activity. We promptly contacted the user on the same day, requesting necessary validation documents, and the user submitted these documents on October 28, 2023. Our risk and compliance team is currently reviewing the account.
  
  According to our records, the user initiated a deposit via Wise US **** to their Juno account on October 28, 2023. This deposit was queued by our banking partner for further investigation to mitigate any associated risks. As October 28th was a non-business day, the transaction underwent manual review on October 30, 2023, by our banking partners. It was promptly settled within a few hours, and the funds became available for the users use.
  
  While the account review is still ongoing, the users access to certain features such as P2P transfers and crypto withdrawals, is restricted. However, the user can still access and withdraw their funds through ACH/Wire or use their Juno debit card as usual.
  
  Juno Resolution: Our risk and compliance team has reviewed the documents provided by the user which have proved to be insufficient. We have requested the user for additional documents and are awaiting a response. Once the review is completed and the restriction gets lifted, we will promptly notify the user about the same

• Initial Complaint

  Date:10/26/2023

  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 gave these guys everything they asked for and right after I transferred money into my acct **** closed it stating that they will mail me a check in **** days after my **** is closed and I needed my money now it was and urgent matter. And there is no phone number to talk to anyone

  Business Response

  Date: 10/31/2023

  On May 22, 2023, our system detected a user login from *****, *******, a location blacklisted on our platform. An immediate email notification was sent to the user when their account was flagged.
  
  On July 22, 2023, the user contacted our Customer Support team, who requested the necessary verification documents to restore the account. Despite our Customer Support team's diligent follow-**** the user explicitly declined to share the required documentation on August 2, 2023.
  
  Subsequently, on October 23, 2023, the user expressed a desire to reactivate her account and provided some verification details on the same day. However, these details were incomplete. Our Customer Support team requested the user to provide the missing verification details but did not receive a response.
  
  As a result, our risk and compliance team closed the user's account on October 26, 2023.
  
  Juno Resolution: The remaining account balance has been processed and sent out by check to the user's designated mailing address. The user can expect to receive the check within 10 business days from the date of account closure, and it can be cashed at any external bank.

• Initial Complaint

  Date:10/21/2023

  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 send a message thru chat 3 weeks about needing access to my account I wasn't able to login. Or nothing wel I have received plenty of emails telling it's in review with for compliance reasons but not explaining what compliance reasons and assure me my finds in my account were safe and nobody able to access. Well it been 3 weeks n still can't access my account n there been a death in my family and really need to contribute to funeral expenses and need funds. All I ever get is emails saying it's in review and it is a high priority but nothing else and never as real person. At this point I either want access to account and my funds or just release me my funds and just close account . I feel as there is a high significant cryptocurrency amount on account is why they won't let me access and fear they may try to keep

  Business Response

  Date: 10/26/2023

  On October 17, 2023, the user contacted our Customer Support team, requesting a temporary hold on her account to facilitate her regaining access. She explained that she had mistakenly updated her email address, which she could no longer access.
  
  On October 18, 2023, our Risk and Compliance team requested verification details, promptly provided by the user on October 19, 2023. As a precaution against Account Takeover (ATO) concerns, a temporary hold was placed on the account on October 20, 2023 for a comprehensive review. Despite the user's frequent follow-*** during this review, the account restriction couldn't be immediately lifted due to the ongoing holistic review.In the course of these interactions, the user requested account closure, and our Customer Support team confirmed her mailing address.
  
  In accordance with our compliance policies, the account couldn't be unflagged, as the closure request was made during the account's restriction. No changes were made to the mailing address, making the safest way to disburse the remaining account balance to the user via a check that she can easily cash or by initiating an ACH transfer to her external bank account.
  
  ******************** Resolution:
  We have informed the user of these options and are awaiting her response.

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Juno (previously OnJuno) is a horrible online banking platform. Avoid it at all costs. I've been using them since their founding, and things had been excellent until a few days ago, and what has been happening has changed everything, and I am here to share my experience as an otherwise happy and loyal customer.On the night of Aug. 8, as I was opening the App, I saw on the home page that my account is "paused", my funds, however, are safe, so it says. I got in touch with customer service the next day around noon, calling in and speaking with a representative named *******, who informed me that because of a name mismatch for my two trial deposits, they flagged my account for review and froze it. While this is understandable, I immediately asked to unlock it with whatever information they need for verification. ******* said I only needed to respond to an email he was sending for reinstatement, assuring me that my quick response would even expedite the process, as if it would be unlocked the next minute. Well, it should have been something like that. After the phone call, I immediately responded to the email with all the questions duly answered, providing crucial details of my identity, and sure enough no action has been taken on their end. I contacted ******* again later that evening and he said to allow them some time. And since then, there has been no response, not a single word. Whether I call or email or send chat message, no response whatsoever. It wouldn't have disrupted my life but all my money I have put it in this account, and I had two credit card payments due three days after my account lock. While "funds are safe", not a single ***** is accessible by their rightful and exclusive owner, me. Four days living with no money and none to pay any bill, and still not a single word. I had help from a friend, but this experience is a deal breaker. This behavior is unreasonable and inexcusable.Never again. And stay the h*** away.

  Business Response

  Date: 10/26/2023

  On August 8, 2023, the user received two micro deposits from "Target Debit." However, the metadata for these transactions indicated "NAME NOT PRESENT" instead of the user's registered name on file, which is *****************. As per our banking partners' compliance guidelines, any deposits with incorrect name or metadata are returned to the source account. These rules are in place to prevent fraudulent activity and are beyond our control. Consequently, the account was temporarily paused due to these micro deposits.
  
  We requested the user to submit verification documents, which they provided on August 9, 2023. We promptly forwarded this information to our risk and compliance team for review. Further information was requested from the user on August 17, 2023, and they provided the necessary details on the same date.
  
  Juno Resolution:
  Following a comprehensive review of the provided information, our risk and compliance team unflagged the account on August 22, 2023. There was a slight delay in requesting follow-up validation details, partly due to the weekend and the observance of an Indian national holiday. The user was promptly informed that their account was restored on August 22, 2023 itself and they expressed satisfaction with the resolution.
  
  

  Customer Answer

  Date: 10/26/2023

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