ComplaintsforEmpower Finance, Inc.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a persistent issue I have been experiencing with the Empower app for several days now. Firstly, my bank balance has not been updated since May 29th, despite numerous attempts to refresh the app and sync with my bank servers. Additionally, the app frequently disconnects from the bank servers, hindering my ability to resolve the issue effectively. Moreover, there is a designated tab within the app for issue resolution, but unfortunately, it is unresponsive and not clickable, rendering it impossible for me to address the problem independently. Despite my efforts to seek assistance, I have not received any response from Empower customer service for the past three days. Furthermore, previous attempts to contact support via phone on X were unsuccessful, as the contact information provided has not been updated since 2023. Similar challenges have been encountered with reaching out through ********* where I have also received no response. Given the critical nature of this matter and its impact on my financial management, I urge you to prioritize the resolution of this issue immediately. I kindly request prompt attention and effective support to rectify the problems with my Empower app account.

  Business response

  06/21/2024

  Hello ********,
  
  We received the Better Business Bureau (BBB) complaint you submitted on June 2, 2024, and we appreciate the opportunity to respond. Your complaint alleged that you experienced persistent technical issues with your Empower account on your mobile device preventing you from accessing Empowers Cash Advance product. 
  

  Following an investigation, we determined the following: On August 16, 2023, you opened your Empower account. On the same day, you accepted your first Empower Cash Advance which you repaid, and continued to use our Cash Advance product. From August 2023 through May 2024, your linked external Navy ******************** checking account was the primary account for Cash Advance eligibility and payments. 

  On May 14, 2024, you reached out to Support asking why the Empower app lost connection with your external financial institution. On May 16, 2024, after reviewing your account and finding that the connection was resolved, Support responded that the connection issue was resolved and that you should be eligible for a Cash Advance. On May 17, 2024, you were able to accept a $250 Cash Advance with an $8 instant delivery fee, which you repaid on May 30, 2024. On May 31, 2024, you reached out to Support stating that there was another connection issue between your external linked account and the ********************** app, preventing you from using Cash Advance. On June 3, 2024, Support reviewed your account noting the connection issue, advised you to reconnect your bank account, and provided instructions on how to reconnect your bank account. 

  On June 5, 2024, you linked a different external account (USAA) to be your primary Cash Advance account and were able to accept a Cash Advance on the same day. After repaying this Cash Advance on June 18, 2024, you accepted another on June 20, 2024. 

  We apologize for the inconvenience and appreciate the opportunity to address your concern. If you require additional assistance, please contact Empower Support by emailing  ****************************.
  
  Team Empower
  

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used empower finance from Feb 2023 through June of 2023. I cancelled my account in June of 2023. I've uploaded the email from empower cancelling the account. On May 28th, empower finance transferred 75 dollars to me unsolicited and charged me 8 dollars for it. I don't seem to be able to get this company to stop sending me money and charging me money for it. I want them to delete the account permanently and leave me alone. I no longer use payday loan apps because they are predatory by nature.

  Business response

  06/11/2024

  Hello *****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 31, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower charged you the $8 monthly subscription fee and unsolicitedly sent you $75 after you had previously closed your Empower account. 

  Following an investigation, we determined the following: On October 23, 2022, you created an Empower account using the email associated with this complaint. You closed the account on December 5, 2022, then reopened it on February 23, 2023. You closed the account again on April 5, 2023, then reopened it on April 17, 2023. You closed the account again on April 28, 2023, then reopened it on May 28, 2023. You closed the account again on May 29, 2023, then reopened it on June 5, 2023. You closed the account again on June 9, 2023, then reopened it on May 26, 2024. Finally, you closed your Empower account again on June 3, 2024. 

  Each time above that you reopened your Empower account, you took a Cash Advance and repaid them. On May 26, 2024, you took a $75 Cash Advance with a $4 instant delivery fee and agreed to a repayment date of June 7, 2024. The $75 was deposited into your external linked account on May 26, 2024, and your $79 payment processed on June 3, 2024. Considering this Cash Advance was requested under an Empower account opened under your name and funded into a linked checking account under your name and information, this activity appears to be authorized.  

  We apologize for the inconvenience and appreciate the opportunity to address your concern. If you require additional assistance, please contact Empower Support by emailing  ****************************.
  
  Team Empower
  

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an advance on May 24, that was set to be due May 31. I paid this advance back early on May 29. At this time, May 29, I was offered an advance for $150 with $156 to be repaid on June 30. However, I received an email today, May 31 stating that my account is overdrawn. I contacted the company and was told that since I took the second advance within the month of May they advanced the money for only 2 days. As stated above, when I agreed to accept the payback day was June 30. I logged in several times to make sure that was the day. I am 100% disabled, so only get money once a month. Since they took the payment today, I can no longer access the screen showing the original repayment date on their app showing June 30. I can only access a page showing it is in repayment status. The first lady I spoke with said they had problems with it showing repayment the next month, even though their company policy was to take it out within the same period I was on in May, so I should contact them if it ever showed a date that was the next month. I only want the charge reversed so that I will have money to eat this month. As stated previously, I am 100% disabled & have no extra money. I will happily repay the advance on June 30, as the advance page stated before accepting it. I never would have paid the first advance early, or taken the second advance had I known that they have an odd policy on repayment that doesn't match with the date their app states that it is due. I see this as predatory lending. I was not aware that their "policy" was that any advance would be taken from my account if it was within the same few days before I receive my disability deposit. Especially when they have an issue with their app stating that the repay date is coming from my next month's disability payment. I literally have no money to buy food past Sunday June 2, and now I'm overdrawn over $120 with my bank which puts me in a terrible situation next month as well. Thank you for your time.

  Business response

  06/11/2024

  Hello *****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 31, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower debited you for a Cash Advance payment earlier than the agreed-upon due date. 

  Following an investigation, we determined the following: On September 23, 2022, you created your Empower account, which you closed on October 8, 2022, and reopened on May 24, 2024. On May 24, 2024, you took a $50 Empower Cash Advance with a $3 instant delivery fee and agreed to a repayment date of May 31, 2024. However, you repaid the Cash Advance early on May 29, 2024. On May 29, 2024, you took a $150 Empower Cash Advance with a $6 instant delivery fee and agreed to a repayment date of May 31, 2024. We reviewed the records in our internal system from the Cash Advance you accepted on May 29th and it reflects a repayment date of May 31st. This aligns with the design of our Cash Advance product since Cash Advance payments are scheduled for the users next predicted paycheck date (based on historical data). 

  Please reach out to our Support team through email at **************************** to change your repayment date and avoid overdraft fees. Your Cash Advance is currently in late status as the debit attempts failed. However, please note that Cash Advance is offered on a non-recourse basis. Once your Cash Advance is repaid, you will be able to continue use of the product.  

  We apologize for the inconvenience and appreciate the opportunity to address your concern. 
  
  Team Empower
  

  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have canceled with this company multiple times and for some reason the cancellation never works. The have attempted to charge me over 7 times and which my credit union charged me $30 each failed transaction.When reaching out to them they told me to contact my credit union myself and wouldnt discuss the issue with me.

  Business response

  06/11/2024

  Hello ******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 31, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower continued to attempt to debit your account for the monthly $8 subscription fee even after you closed your Empower account and canceled your subscription, resulting in overdraft fees. 

  Following an investigation, we determined the following: On February 6, 2024, you created an Empower account and started the Empower monthly $8 subscription for access to Empowers financial products and services within the app. On March 2, 2024, you canceled your Empower subscription and closed your account in the mobile app. 

  On April 5, 2024, you reopened your Empower account, restarted the subscription, and reviewed your eligibility for an Empower Cash Advance within the mobile app. However, you did not take a Cash Advance. Your linked external account was debited on April 5, 2024, for the $8 monthly subscription fee. On May 5, 2024, the $8 monthly subscription fee was attempted however the attempt failed. On May 24, 2024, you provided screenshots of two overdraft fees, each $30, with a transaction description Empower Service Charges/Fees, and Support advised that you contact your financial institution to understand the cause since they debited the funds. On May 27, 2024, you closed your Empower account and canceled your subscription fee. On May 31, 2024, you reached back out to Support claiming that your financial institution said these were overdraft fees related to Empowers attempts to debit your external bank account for the $8 monthly subscription fee. On June 3, 2024, Support requested evidence of this communication and the transactions leading to the $30 overdraft fees, however you did not respond. 

  As a courtesy, we have credited $60 to your linked NIH ************************* account to cover these two overdraft fees for which you sent screenshots to Support. The funds should arrive in your account within 1 to 2 business days. 
  If you are requesting reimbursement for the remaining five overdraft fees you claimed to have been charged due to Empower, please email **************************** or upload here screenshots of the correspondence from your financial institution stating that Empowers monthly subscription fee was the cause, along with screenshots of your bank statements evidencing the fees. We appreciate the opportunity to address your concern.
  
  Team Empower
  

  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent $1200 to my empower account and once the funds cleared my account is now locked. I've done everything they asked for via email, called 4 times, emailed 3 times and although tmthey say that there's a 3 minute wait time, after 3 minutes of not being their phone system automatically hangs up. This is clearly theft and I'll be following up with this with my attorney.

  Business response

  06/11/2024

  Hello *****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 29, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower locked your Empower Checking account held at nbkc bank after you transferred $1,200 into this account. 
  Following an investigation, we determined the following: On March 3, 2024, you created an Empower account using our mobile app. On the same day, you took a $250 Empower Cash Advance, which you repaid on March 15, 2024. After multiple Cash Advance deposits and repayments, you most recently took another Cash Advance for $75 on June 10, 2024, and agreed to a repayment date of June 20, 2024. 
  On May 19, 2024, you opened an Empower Card (Checking) account held at nbkc bank. On May 28, 2024, you transferred $1,200 from your linked external ************* account to your ********************** Card account. On the same day, this transaction was flagged and Empowers Fraud team reached out via email requesting proof of source of funds. On the same day, you responded with screenshots of the source of funds. On May 30, 2024, Empower sent you a Persona identity verification link to verify your identity, which you completed on the same day. On May 30, 2024, after you completed the Persona verification, Empower unlocked your Empower Card account. On June 2, 2024, you transferred the funds out of your Empower Card account. 
  As of June 11, 2024, your Empower Card account remains open and active with a $6.82 balance. 
  If you require additional assistance, please contact our customer service team through email at ***************************** We appreciate the opportunity to address your concern.
  
  Team Empower
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Empower/ Thrive loans I thought was an honest company. I borrowed and paid back on time every month. I ran into an issue when I had to redo the app because of errors in the app. They didn't make it easy to get back into my first account with them using the original cell #. I told them that I dint have access for the old number and was trying to give them my new cell. Anyway, long story short. I paid the amount from the first account. The second account I never received at all. But on 5/3/2024 they pulled what I owed, plus what I didn't receive. I had emailed them multiple times to close both accounts after I paid them what I owed. They agreed, but lied. I cut up the card. something told me to check yesterday and they have $165 and some change that they had said was going to be reimbursed. in short, please do not do business with this company, unless you want to loss your money in the end

  Business response

  06/11/2024

  Hello ******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 23, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower overcharged your external bank account related to your Thrive line of credit. 

  Using your phone number, we identified two Empower accounts under your name.

  1. We found the following based on our investigation of your first account opened: On January 1, 2024, you created an Empower account and began using our Cash Advance product. Then, on January 6, 2024, you applied and were approved for the Empower Thrive line of credit. Additionally, on January 21, 2024, you opened an Empower Card (Checking) account and an ********************** ******** ********* account, both held at nbkc bank. 

  On January 6, 2024, you took a $250 draw on your Thrive line of credit and agreed to a $12.50 instant delivery fee and a repayment date of February 2. On February 2, 2024, you repaid this loan for $262.50, including the instant delivery fee. On February 7, 2024, you took another $250 draw on your line of credit and agreed to a repayment date of March 1, 2024, which you repaid in full on the due date. On March 6, 2024, you took another $250 draw on your line of credit and agreed to an $8 instant delivery fee and a repayment date of April 3, 2024. Then, on March 30, 2024, you took an additional $25 draw on your Thrive account and agreed to a $2 instant delivery fee and a repayment date of April 3, 2024. Additionally, on March 30, 2024, you updated your previously scheduled payment amount from $258 to $200. 
  On April 3, 2024, this $200 payment along with the $27 payment was processed as scheduled. Additionally, on April 3, you disabled MinPay (our optional pre-authorized recurring automatic payments) within the Empower mobile app. As of April 3, 2024, following these draws and payments, there was an outstanding balance of $58 on your Thrive account.

  On April 7, 2024, you took a $200 draw on your Thrive line of credit and agreed to a repayment date of May 3, 2024. On April 10, 2024, you took an additional $42 draw on your line of credit and agreed to a repayment date of May 3, 2024. However, when the scheduled payments attempted to be processed on May 3, 2024, they failed with ACH return code R08, indicating that a stop payment was applied to these two payments with your financial institution.

  Given the above, your Thrive line of credit has an outstanding balance of $303.53 (including a $3.53 late fee) and is in delinquency. On June 3, 2024, Empower Support reached out to you to remind you that your Thrive account was overdue 13 days and informed you how to complete a payment. As stated in the email, at 90 days overdue, your loan may be charged off and sent to collections. To avoid further negative credit reporting, we advise you to log in to the mobile app and make a payment on your Thrive line of credit. 

  Further, please be advised that your Empower ******** ********* account and ********************** Card (Checking) account remain open, though the balances in each (totaling $152.81) were transferred to your linked external Netspend account on May 24, 2024. Please reach out to Empower Support at **************************** if you wish to close these accounts. 

  2. We found the following based on our investigation of your second account opened: On March 16, 2024, you created another Empower account using a different email address. On April 22, 2024, you took a $100 Cash Advance including a $5 instant delivery fee, which you agreed to repay on May 3, 2024. You linked your Empower Card account created through your first Empower account, and on April 22, 2024, the $100 Cash Advance was deposited into your Empower Card account. Please see the attached screenshot evidencing this transaction. On May 3, 2024, your $105 Cash Advance repayment was debited from your external linked account as scheduled. You then closed this duplicate Empower account on May 3, 2024. 

  On May 24, 2024, you transferred $102.81 from your Empower Card account and $50 from your Empower ******** account into your external ************* account. Weve attached two screenshots evidencing these transactions. Given the above, it appears that you did receive your $100 Cash Advance. 

  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower
  

  
  

  Customer response

  06/12/2024

   
  Complaint: 21749794
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************, You cost me a lot of money; you did get your money. DO NOT PUSH ME, I'm NOT THE ONE TO MESS WITH. i'M NOT A MILLENNIAL. I DO NOT HAVE TO ASK MOMMY PERMISSION. NOR TO I CARE. TIME OUTS ARE FOR YOU KNOW LET'S KEEP IT CLEAN. i'M THE ULTIMATE A$$&(&%! i DO NOT TAKRE NO FOR AND ANSWER. Its YES **** ***** ALL I WANT TO HEAR

  Business response

  06/18/2024

  Hello ******, 

  As included in the initial response, your last Thrive payment was processed on April 3, 2024, and your most recent two draws on your line of credit were initiated on April 7 and April 10, 2024. This letters confirms that your Thrive loan account has an outstanding balance of $303.53, of which $70.50 is overdue. Please reference our last response for further details. 

  Team Empower
  

  Customer response

  06/18/2024

   
  Complaint: 21749794
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I'm not sending anything to empower and Thrive. They deducted the money in question. they at 1st deducted the $150, wihich I sent numerious emails to them that asked them not to. I had to rest my phone at one point, which erased most of my accounts. I had to go as far as open another account. which I did apply on the 2nd account, but never received. To back up for a second, I had to reset my phone which eventually just stopped. So when i eventually was able to go to another phone, now keep in mind I didnt have access to it any further. I contated them I told them this ample times, but ignored that fact.Now nind you, after you become a customer, you no longer had the option for entering youre user and password. theere was a quick code which were numbers. I contacted them again. my opinion, they just dont have the customer service skills, nor do they care. I was in retail for many years, and even with my temper and strict wiork ethic, I still stop and gave customer service, and defused many customer complaints porfessionally in store, baecuse it was part of my job. I kept it real, and spoke my mind at all times. I do not play games, nor do I lie EVER!! I'm exhausted with this ***** situation. advise them that a cease and assist is in place, and any more correspondence will result in something that is not nessary. 2nd they think I'm playing. If they "DO NOT" get off my credit report, you ask them waht I said

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a charge pending on my bank account for $8 that I never authorized. I do not know what this company is and I never used this company.

  Business response

  05/28/2024

  Hello *****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 21, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower attempted to charge you $8 which you did not authorize. You further alleged that you had never had any relationship with Empower. 

  Following our investigation, we determined the following: On May 6, 2024, an Empower account and subscription were created by a person using the name ********************* and an email address almost identical to the one related to this complaint. When you created your account on *********************** mobile app, you agreed to a two-week trial for access to Empowers financial services and products, and an $8 monthly subscription fee to be automatically debited thereafter. Since account creation, your linked external bank account was charged one $8 monthly subscription fee on May 20, 2024. 

  Following receipt of this complaint, on May 28, 2024, Empower closed your account for you and canceled your Empower subscription. Further, as you did not utilize any of Empowers financial products, as a courtesy, we have also refunded the $8 subscription fee you were charged. Please allow 1-3 business days for the refund to process. 

  We apologize for the inconvenience this has caused you and appreciate the opportunity to address your concern. Please email Empowers Support team ****************************** with any further questions or concerns. 
  
  Team Empower
  

  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 9,2024 I canceled my subscription with Empower Finance as I was no longer in need of their services. On May 16, 2024 they charged my checking account for a subscription fee. I emailed the company to get it refunded several times during the day and each time I got a separate agent. Some would try and explain it was for their subscription and others tried to tell me it wasn't done through my previous Empower account. They all refuse to refund my money.

  Business response

  05/21/2024

  Hello *******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 16, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower charged your external linked account $8 for the monthly subscription fee after you canceled your Empower subscription. 

  Following our investigation, we determined the following: On June 25, 2023, you created an Empower account and started the monthly $8 Empower subscription for access to Empowers mobile app and the financial products and services offered therein. On May 9, 2024, you closed your Empower account and canceled your subscription. The last $8 subscription fee associated with your Empower account was debited from the linked *********** account on April 9, 2024. 

  However, it appears that there is an Empower account opened by ***************************** which is also linked to your external bank account. The linked *********** account appears to be a joint bank account shared between you and ******************. The $8 monthly subscription fee charged to the linked *********** bank account on May 15, 2024, was associated with Mr. ******** Empower subscription. 

  We apologize for the inconvenience this has caused you and appreciate the opportunity to address your concern. Please email Empowers Support team ****************************** with any further questions or concerns. 
  
  Team Empower
  

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Empower repeatedly takes money from my account for a ***** loan from over a year ago. That has been repaid. I have called, talked to them to no avail. I havent had that email for close to (3) years but they are still coming to my account at will. It needs to stop! They have been paid.

  Business response

  05/21/2024

  Hello ******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 14, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower has been debiting your linked bank account for a $25 Cash Advance that was paid over a year ago. 

  Following our investigation, we determined the following: On March 5, 2024, you created an Empower account using the email associated with this complaint. However, you never linked your external bank account and there has been no activity on the account since account opening. 

  To locate the Empower account referenced in your complaint, we searched our records using your first and last name but did not identify another match. However, we did identify an Empower account opened under a similar name (Linley Pickety) on June 18, 2023. To confirm this Empower account does indeed belong to you and is the Empower account referenced in your complaint, can you please confirm the name of the linked financial institution and the last four digits of the account number?

  We apologize for the inconvenience this has caused you and appreciate the opportunity to address your concern. 
  
  Team Empower
  

  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I notified empower about someone named *************************** and empower doing a ach transaction against my account which I do not know who *************************** is empower doesn't do their due diligence and allows criminals to use their system for what ever reason or what ever business empower is their business practices are not for the good of the people but for the profitability of them selves if the name using your business does not match the account holders name then we all know it's a red flag and the account holder should be notified and asked b4 any transactions take place but as I said this company supports criminal activities and makes it impossible to get them to stop I will be contacting the attorney General of my state I'm a disabled veteran and they are stealing from me

  Business response

  05/24/2024

  Hello ****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 8, 2024, and we appreciate the opportunity to respond. Your complaint alleged that someone fraudulently used your checking account to create an ********************** account and monthly subscription, and as a result, your account has been debited $8 monthly since the account was opened in June 2023. 

  Following our investigation, we determined the following: On June 17, 2023, someone opened an Empower account under a different name than yours but linked your Navy ******************** checking account, to be the primary account for the $8 monthly subscription fee. Following receipt of this complaint and further investigation, on May 14, 2024, Empower closed the above-referenced Empower account as fraudulent and refunded all subscription fees that were charged to your linked Navy ******************** account. 

  We apologize for the inconvenience this has caused you and appreciate the opportunity to address your concern. Please email Empowers Support team ****************************** if you did not receive the refunds or with any further questions or concerns. 
  
  Team Empower
  

  
  

  Customer response

  05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩