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:09/26/2024

  Type:Billing 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.

  I received a debit card in the mail with my maiden name on it. It is definitely a valid card as it has all 12 numbers, an expiration date and security code. I called the # on the card and emailed several times only to be told an account for me does not exist. They never asked for my ss# or any card details to look me up. The last time I called, I talked to ******* and she stated they have no record of an account for me, she then hung up on me. I really need to close this account and no one will help me to do so.

  Business Response

  Date: 10/15/2024

  Hello Tennille,

  We received the Better Business Bureau (BBB) complaint you submitted on September 26, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower did not assist you with closing an Empower debit card you believe was fraudulently opened in your name. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: On September 7, 2024, someone using your name, email, address, and external bank information created an Empower account in the mobile app. On September 8, 2024, the account creator opened an Empower debit card account. On September 16, 2024 you contacted Empower Support stating you received an Empower card that you did not request and asked that Support close the account. Your fraud claim was escalated and on October 2, 2024, our Fraud team closed your Empower debit card account and sent a confirmation email. Additionally, your Empower subscription was canceled and this letter confirms you were not debited any subscription fee. 

  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. If you require additional assistance, please contact our customer service team through email at [email protected]. 

  Team Empower

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22343659, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tennille Dembiec

• Initial Complaint

  Date:09/26/2024

  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.

  I have doing business with this for a couple of years now. I have closed my bank account and have a new one. They said they would send me emails to resolve this issue. Nothing changed. They use plaid but plaid does not give me enough time to put in a code. I cannot access my account. They said I could get 150 dollars. But nothing happens, I do not owe them anything. I just want to change to my new bank. I am getting so **** angry. I just want to change banks and debit card info.

  Customer Answer

  Date: 09/30/2024

  Problem:

  This is the second time I have contacted you. I log in to my Empower account and try to change banks. I get the so called connect to bank with Plaid. It doesn't allow me to change banks so I can get my advance. This has been going on for two weeks. All I have is an email and I do not get any resolution. The phone number I tried for customer service doesn't give me a person to talk to just an automated response to use their email.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Contact by the business

  
  

  Business Response

  Date: 10/15/2024

  Hello ***,
  
  We received the Better Business Bureau (BBB) complaint response you submitted on September 26, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower did not assist you with linking your new external bank account to the ********************** app. ********************** takes these complaints seriously and promptly investigated the claim.
  
  Following our investigation, we determined the following: On September 14, 2023, you created an Empower account in the mobile app and used Plaid, a third-party vendor that allows consumers to securely connect their financial accounts to apps and services, to link your external bank account for *********************** monthly subscription fee. From October 18, 2023, through September 3, 2024, you accepted and repaid 17 Empower Cash Advances. 
  On September 25, 2024, you contacted Empower Support stating you were experiencing issues with connecting your new external bank account to the ********************** app using Plaid. On the same day, Support explained there may be a connection issue between Plaid and your external financial institution, and advised you to try again at a later time. After you expressed that you were still experiencing the connection issue, Support requested a screenshot or screen recording of the issue. However, we never received the requested screenshot. Please email **************************** with a screenshot or screen recording of the issue so we can further assist you.

  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. 

  Team Empower

  
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22339154
  
  I am rejecting this response because:  I have done everything you requested I do not have a screen shot because there was none.  I have even emailed the new bank info and debit card.  crickets.  I have never ever spoken with a real person.  
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 10/22/2024

  Hello ***, 
  
  On September 25, 2024, you emailed Support stating that you were experiencing issues with connecting your new external bank account to the ********************** app using Plaid. On the same day, you provided your bank account information along with the debit card information to connect to your account. However, Support explained we are unable to manually enter your banking information and this has to be completed in the app through Plaid. There may be an account connection issue between your external financial institution and Plaid. 
  
  As previously requested, please email **************************** with a screenshot or screen recording of the issue so we can further assist you.
  
  Team Empower

• Initial Complaint

  Date:09/23/2024

  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 had hotter a cash advance loan from Empower. My due date was September *******. I had gotten an Email from my bank on the morning of September *******,stating that my account was over drawn by $****. I went online to check what happened with my bank. Empower withdrew the funds 2 days early. My bank account is now overdrawn and I will be charged a $35 late fee. I called the company and they said they can do that if you change your payments to micro pay. The micro pay is the date they are trying to say it isn't which is the 25 the of September. This company is a joke!!!!

• Initial Complaint

  Date:09/17/2024

  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.

  They charged me $8.00 for a subscription that I never signed up for. Now I have the inconvenience of closing my bank account and opening a new one. They are crooks.

  Business Response

  Date: 10/07/2024

  Hello Micheline,

  We received the Better Business Bureau (BBB) complaint response you submitted on September 17, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower debited your linked external bank account for the $8 monthly subscription fee though you did not sign up for the account. Empower takes these complaints seriously and promptly investigated the claim. 

  Following our investigation, we determined the following: On September 2, 2024, you created an Empower account in the mobile app. At onboarding, you agreed to a 14-day trial followed by an auto-recurring $8 monthly subscription fee for access to the products and features within Empower’s app, including Cash Advance, Thrive line of credit, Empower Card, credit monitoring, and spend tracking. On September 17, 2024, you contacted Support regarding the $8 subscription debit and requested to cancel the subscription and close your Empower account. On the same day, we informed you that the account has been closed and the subscription has been canceled. 

  Though Empower attempted to debit your account for the $8 subscription fee on September 16, 2024, the transaction did not process and you were not charged.

  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. If you require additional assistance, please contact our customer service team through email at [email protected]. 

  Team Empower
  

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  My account with ********************** was closed without warning for a negative balance of $9. First, i didn't even know the account could be overdrawn, it's not my primary bank. It was closed very shortly after and when I tried to pay the balance and reopen very politely over the phone, their support member, ****** ****** said they couldn't. I asked politely again to speak to a manager and he goes, "thanks for contacting Empower...and hung up as I was yelling at him to help in the background. He should be fired, this is not professional, this is disgusting and unethical. Empower is endorsing shady business practices and not helping their customers.

• Initial Complaint

  Date:09/13/2024

  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 contacted the company and wanted to submit a formal complaint as well. For the past month or so I have been having issues with this company. In the beginning the company helped me out a lot doing some hard times. Honestly, I feel like I'm in a circle but that neither here nor there. Recently they have been casing me more harm than good. At least 2 times this company has taken money from my account 2 days after me taking a loan, causing my account to be in the negative. I had plans with my daughter this weekend and because they took money too early, I have to disappoint. I have been a loyal customer and caused no issues since I joined your company. I really need you all to satisfy me. I am extremely upset. I want a credit for overdraft fees and also the fees that are charged for immediate deposit. This is too ridiculous.

  Business Response

  Date: 10/02/2024

  Hello ******,

  We received the Better Business Bureau (BBB) complaint response you submitted on September 13, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empowers processed the draw payment after you made a draw. Empower takes these complaints seriously and promptly investigated the claim.

  Following our investigation, we determined the following: On September 13, 2024, you contacted Support regarding your draw repayment being debited before the scheduled repayment date. On the same day, we informed you that the payment was scheduled for September 13, 2024, and that we couldnt cancel the payment once it was processed. 

  Upon receiving your complaint, we found that payments were initially scheduled to be repaid on September 13, *****. However, it looks like the payments were manually rescheduled to September 11, 2024. To prevent this in the future, please review the scheduled payment carefully and make edits if needed. 

  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. If you require additional assistance, please contact our Support team through email at ***************************************************.

  Team Empower
  
  

  
  

• Initial Complaint

  Date:09/12/2024

  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.

  I downloaded the empower app to re subscribe I thought I was charged the $8.00 monthly subscription and there is an outstanding advance of. I reached out to customer service and got confirmation that my account and subscription has been closed I got a response from danneill telling me that my account wasnt charged and I sent a screenshot saying that this account is currently experiencing delayed transaction data. To please try again later or try another bank account I received a response from **** that there is no fee charged to send a screenshot I sent the screenshot and I got another response from Rusille telling me that she reviewed my account and found that she was not able to start a subscription with the account I linked due to the status of that account this is based on my balance or account activity detected on the account I was trying to link please note we can only consider checking accounts to start the subscription. Email she says if youre reopening your account we dont have an option for you to link another bank And we are we We are constantly working to provide additional options and So please try again at a later time. I did not get a response and it still does not answer my question. I got another reply from Chenny and she tells me the same that she unable to provide additional details but we are not able to start a subscription with the account you linked at this time we are constantly working to provide additional options in such cases so please try again at a later time. Im beginning to lose patience I do not want to reopen my account I do not want to subscribe I want clarification that my account is closed and that nothing will be drafted and no one is giving me a clear definite answer and Im beginning to get frustrated. I just want to make sure that I wont get charged the $105.00 which is the outstanding cash advance and that I wont get charged the $8.00 monthly subscription fee I am not getting a direct answer.

  Business Response

  Date: 10/02/2024

  Hello ******,

  We received the Better Business Bureau (BBB) complaint response you submitted on September 12, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower couldnt assist you with your questions regarding your Empower account. ********************** takes these complaints seriously and promptly investigated the claim.
  
  Following our investigation, we determined the following: On November 10, 2021, you created an Empower account in the mobile app. On September 12, 2022, you contacted support to say that you would like to close your account and requested a refund for the subscription fee. On the same day, we responded to your request and confirmed that your account was closed, and we couldnt find any recent subscription debit from the account. On the same day, we informed you that the account was closed and the subscription had been canceled. 

  Upon receiving your complaint, your Empower subscription and closed your account. You shouldnt be debited for the subscription fee unless you reopen the account again. Also, your Cash Advance status has been updated, so our system shouldnt debit your account for the repayment. 

  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. If you require additional assistance, please contact our customer service team through email at ***************************************************. 

  Team Empower
  

  
  

  Customer Answer

  Date: 10/03/2024

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

• Initial Complaint

  Date:09/12/2024

  Type:Billing 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.

  I received an alert on my credit report a new account was opened from Empower *************/***********. I contacted Empower in July informed them this was a fraudulent account and I never opened it. I informed them as of March I had received fraudulent activity reporting on my credit report. I provided them my information and they stated they would look into this matter. I received no follow-up I called again in August, they informed they would look into the matter and sent me another email, same issue for September. I never opened this account and have no knowledge of this company. I am getting no help. This account is fraudulent and I am requesting this matter be resolved immediately. I have no information pertaining to this company with the exception of more than ten emails I submitted asking for assistance in resolving this matter.

  Business Response

  Date: 10/01/2024

  Hello **********,
  
  We received the Better Business Bureau (BBB) complaint response you submitted on September 12, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower debited your linked external bank account $8 for *********************** monthly subscription fee for an Empower account that you did not open. Empower takes these complaints seriously and promptly investigated the claim.
  
  Following our investigation, we determined the following: On July 18, 2024, an Empower account was opened by someone with your information. On July 18, 2024, you contacted Empower Support regarding the account and mentioned that you would like to dispute the account. Support closed the account as there might be an unauthorized individual with access to your external banking information. 
  Following receipt of this complaint,  your Empower account was closed and marked as fraudulent on July 22, 2024. Since you stated you did not open this account, we recommend you check the security of your external bank account with your financial institution.

  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 Answer

  Date: 10/02/2024

   
  Complaint: 22276588
  
  I am rejecting this response because: I never complained or alleged that Empower debited my bank account for $8. My bank account  has no connection to Empower. I received an alert in July that Empower was reporting on my credit report. I contacted Empower and informed them the account is fraudulent and I am a victim of Identity theft. They informed me it would be closed. As of today the fraudulent account is still active  being used by someone and also still showing on my credit reports. Im asking Empower to take accountability and remove my information from their system and remove this fraudulent information from my credit report with all three credit bureau.
  
  Sincerely,
  
  ********** ******

  Business Response

  Date: 10/07/2024

  Hello **********, 
  
  Thank you for your response.
  
  We apologize for the misunderstanding. After further investigation, on August 22, 2024, you emailed Support regarding your credit reporting showing that an Empower account was opened that you did not sign up for, and you would like to dispute this reporting. On the same day, Support escalated your concern for further investigation. 
  
  Given your claim that this Empower Thrive line of credit account does not belong to you, we have forwarded this to our internal credit dispute team. We will investigate this as a direct dispute and email you with the results. We'll also send you a confirmation email separately to confirm the investigation is ongoing.
  
   In the meantime, email **************************** with any other questions or concerns.
  
  Team Empower
  
  

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  On Wednesday August 22 2024 they drafted 2 payments of ****** to repay my line of credit. When I emailed them because there is no other way to get a hold of them, they told me it would drop off in a few days, but if it settled to my account, let them. I emailed them again on Saturday as well as Monday with no response other than we are looking into it after they seen that there was a duplicate charge of ****** I just get generic responses and all I want is my money back that they took twice.

  Business Response

  Date: 09/13/2024

  Hello *******,

  We received the Better Business Bureau (BBB) complaint response you submitted on August 26, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower over-debited your account for the Cash Advance repayment. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: On October 16, 2023, you created an Empower account in the mobile app. On August 21, 2024, you contacted support to let us know your bank account was debited twice for the Cash Advance repayment on August 21, 2024. On the same day, we informed you that this could be a pre-authorized transaction and that it should drop off after a few business days. 

  Upon receiving your complaint, we investigated the issue and found that there was an error on our end. As a result, we refunded the extra debit of $360.50 back to your account and corrected the status of the Cash Advance that was impacted by this. As a courtesy, we waived your next subscription fee due to this. 
  We apologize for any inconvenience this may have caused you and appreciate the opportunity to address your concern. If you require additional assistance, please contact our customer service team through email at ***************************************************. 

  Team Empower

• Initial Complaint

  Date:08/23/2024

  Type:Order 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 revoked access to my account. I deleted my card on app. I explained circumstances and said please send me other ways to pay. I see on the app that my card was saved and is to be used as repayment even after I deleted it. I sent several emails revoking this and it has not been removed from app.

  Business Response

  Date: 09/05/2024

  Hello *********,

  We received the Better Business Bureau (BBB) complaint response you submitted on August 23, 2024, and we appreciate the opportunity to respond. Your complaint alleged that Empower retained your external bank account information and debited your account after you revoked authorization. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: On August 16, 2024, you created an Empower account in the mobile app and used Plaid, a third-party data provider, to link your external bank account for *********************** subscription fee. At onboarding, you agreed to a 14-day trial followed by an auto-recurring $8 monthly subscription fee for access to the products and features within Empowers app, including Cash Advance, Thrive line of credit, Empower Card, credit monitoring, and spend tracking.

  On August 16, 2024, you accepted a $300 Cash Advance with a $9 delivery fee that was scheduled to be repaid on August 30, 2024. On August 22, 2024, you contacted Support to revoke access to your external bank account and debit card. On the same day, Support processed the request and revoked all scheduled ACH transactions. As such, your Cash Advance remains unpaid. However, please note that Empower Cash Advance is not a loan and is offered on a non-recourse basis, therefore lack of repayment will not result in collection efforts or credit impact. 

  This letter confirms that you successfully canceled your Empower subscription and closed your account on August 9, 2024. Because your bank account was previously used for transactions with Empower (Cash Advance), we have a legal obligation to retain a record of the account for compliance purposes. However, your account will not be debited for subscription fees or Cash Advances associated with your closed Empower account.

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

  Team Empower