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:04/04/2025

  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 am filing this complaint against Found ***************************** They are not a bank or a credit union but they are backed by *************. I have had this type of situation occur with this company numerous times and this is the final straw. I have had a transaction that was charged against my account for $ 6.00. I have supplied the company with my information numerous times at leas 3 times and they seem to loose the information or throw it away. I am fed up with the lack of follow through on promised calls and pending resolutions. I have attempted to resolve the issue with no resolution that is acceptable. I want my money to be refunded to me. Period!

  Business Response

  Date: 04/14/2025

  Thank you for your patience while we reviewed your complaint and your correspondence with our team. Unfortunately, we are unable to provide any additional information about this specific claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this forum.
  
  What we can share is that our team is here to assist in disputing unauthorized transactions, but often require documentation showing that the transaction was unauthorized. We aren't able to proceed with a dispute claim without that information.
  
  If you have any further questions, please follow up on the thread with our team.
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23159450
  
  I am rejecting this response because: I provided the Found company with all of the documentation that was required. They are still refusing to resolve this matter. I am extremely dissatisfied with this decision.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/28/2025

  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 was in a business meeting conducting business and i kept receiving notifications on my phone saying i just changed my password. When i havent. This was 3/26/25 around 2:45pm. I was hacked starting with my found debit account and then the hackers went to my yahoo bc that email was connected with my found and they changed all my info and added theirs. It happened so fast, as i was trying to lock my card i got logged out of the app and was no longer able to log back in. I had $280.86. I sat on hold having an anxiety attack for a hour for help from a customer care representative and he gave no concern about my situation. He told me this hacking stuff happens a lot. I cried. Im a mother of 3 and i trusted this company with my business money and now its gone and im being questioned as if i have done when they all know this happens within there company. I was just able to get back into the account yesterday 3/27/25 because a woman named ***** sent me an email. She never called me and eventually she stopped responding back to me. Now Im lost and confused bc normally banks call to talk about fraud and stuff but i have to explain myself through email. I told them both i received calls from Paris numbers France numbers and whats app numbers then texts from ***** saying i changed my password when i didnt. I took a sceeenshot of the number they used and googled it and nothing came up. Its not a real number. I sent them all the information and heard nothing back. They even tried to send $100 my cash app but bc the card was already locked it didnt work. The card they sent the money too ending in ********************************* them numbers. I do not own that account. I have made numerous deposits into this account and i have been robbed of my money

  Business Response

  Date: 03/28/2025

  Thank you for your patience while we reviewed your complaint and your correspondence with our team. Unfortunately, we are unable to provide any additional information about this claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this forum.
   
  We take reports of bad actors impersonating members of our team seriously. Please know that our team will never ask you for your account password, two-factor authentication codes, or your full social security number. Our team does not need this information to assist Found users. We know this is not the resolution you had hoped for and apologize for any trouble you may have experienced.
  

• Initial Complaint

  Date:03/27/2025

  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 was charged multiple times ,I did not authorize any purchases. I even verified that with the company that there were no purchases . They told me they were communicating with found and would get it taken care of. Found is lying to me telling me that they have verified proof of order and shipping ,and it's impossible as none were made. Are lying and helping for me to be stolen from.

  Business Response

  Date: 03/28/2025

  Thank you for your patience while we reviewed your complaint and your correspondence with our team. Unfortunately, we are unable to provide any additional information about this claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this forum.
   
  We apologize for any inconvenience this may have caused. If you have any questions, please follow up on the ongoing thread with our team.
  

• Initial Complaint

  Date:03/27/2025

  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.

  Found banking system will not unfreeze my account when I have a return coming from a furniture store as well asa payment from social security for my disability Im so upset because this is the absolute worst time to play with my money Its mine and I need it now

  Business Response

  Date: 03/28/2025

  Thank you for bringing this to our attention and for your patience while we reviewed your responses. We arent able to share any additional details about your account or transaction, but can share that for the protection and security of our customers, we sometimes require some additional information about your business and use of Found.
   
  We know that this can be disruptive, but appreciate your understanding and apologize for any inconvenience this may have caused. If you have any questions, please feel free to follow up on the email thread with our team.
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23124573
  
  I am rejecting this response because: no compensation for the money I lost because of their process of verification due to their suspiciousness of fraudulent activity. Never did I receive anything stating what was fraud . Other than the money this company help me lose
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/26/2025

  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.

  Someone from the Found company phone number called me to tell me that they detected fraudulent activity on my account after texting me from a different number about it stating that they would give me follow up calls from a customer service **** and told me that my account was locked and needed to be reset and to provide my password to verify my identity. There was an internal contractor transfer, which I do not even use or know how to use, out of my account for $80 and the banking app did not give me the option to dispute that type of transaction, of course. I clled and emailed the bank and I didn't get an email reply about this for about a day, at which point they emailed me that they locked my account and to enter in a new password. I haven't done this yet, just because I already did this on my own when it was an immediate issue.Customer Service Risk told me that this is my fault because I fell victim to phishing, even though I emphasized that someone from their company phone number called me about this.

  Business Response

  Date: 03/27/2025

  Thank you for your patience while we reviewed your complaint and your correspondence with our team. Unfortunately, we are unable to provide any additional information about this claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this forum.

  We take reports of bad actors impersonating members of our team seriously. Please know that our team will never ask you for your account password, two-factor authentication codes, or your full social security number. Our team does not need this information to assist Found users. We know this is not the resolution you had hoped for and apologize for any trouble you may have experienced.

  
  

• Initial Complaint

  Date:03/21/2025

  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.

  **************************, a partner of *************, has provided me with a business bank account for about 2 years now without any problems. Out of the blue, I received a message from the *************** stating that they are closing my account and that I need to transfer any remaining funds out of my account. I asked why they were closing my account and they refused to give me any information on why it was closed nor would they tell me who I could contact in order to find out. I would like to know why my account was closed.

  Business Response

  Date: 03/27/2025

  Thank you for your patience while we reviewed your account details. Unfortunately, we are not able to share specific details about your account in this public forum, including reasoning for decisions made relating to your account status.

  With that said, accounts may be closed for a number of reasons, outlined by policies in our account terms. For account security, we aren't able to share details on why a specific account may have been closed.

  We apologize for any inconvenience this may have caused.

  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23100653
  
  I am rejecting this response because:
  

  I am deeply disappointment regarding the recent closure of my account, which I have maintained in good standing for almost two years. This decision, made without any prior warning or explanation, has left me bewildered and frustrated. As a loyal customer, I expected a certain level of communication and transparency from your institution, yet I received neither.

  The lack of clarity surrounding this abrupt action has eroded my trust in your bank. I am left with numerous unanswered questions about the reasons behind this closure and what led to such a sudden decision. It feels as though my loyalty and good standing have been disregarded, and I find it difficult to reconcile this experience with the service I believed I would receive.

  I urge you to reconsider your approach to customer relations and communication. A simple explanation would go a long way in restoring my faith in your institution.

  
  ***** *****

• Initial Complaint

  Date:03/19/2025

  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.

  Dear Better Business Bureau,I am filing a complaint against ************************** for mishandling fraudulent transactions, lack of support, and unjust account closure.Incident Summary:In March 2024, my Found account was compromised, and unauthorized transactions were made using a digital wallet. Despite having a secure device, I never received a two-factor authentication (2FA) notification, yet my Found debit card was added and used fraudulently.I promptly disputed the charges, expecting a proper investigation. Instead, Found denied my claim, stating I was responsible for my credentials and security. They claimed 2FA was requiredyet I never received any notification. When I questioned this, I was ignored.Unjust Account ************** Support:Shortly after disputing the charges, Found closed my account without warning, forcing me to transfer my remaining funds ************** investigation into the fraudulent *************** explanation for how my card was added without my ********** customer supportonly abrupt dismissal.After raising concerns, Founds co-founder and CIO, ****** ****, viewed my LinkedInyet no one contacted me.Desired Resolution:A full refund of fraudulent transactions.A formal explanation of how this security failure occurred.Accountability for Founds negligence and unfair practices.Found.coms failure to protect customer funds and support small business owners is unacceptable. I urge the BBB to investigate and hold them accountable.Sincerely,******** ********

  Business Response

  Date: 03/27/2025

  Thank you for your patience while we reviewed your complaint and your correspondence with our team. Unfortunately, we are unable to provide any additional information about this claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this public forum. We apologize for any inconvenience this may have caused.
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23088736
  
  I am rejecting this response because: I have not received credit in my account for the lost funds due to unauthorized access to my account.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/28/2025

  As previously stated, we are unable to provide any additional information about this claim and our reasoning for its resolution outside of what has already been shared with you on the email thread with our team in this public forum. Please refer to that thread for our team's decision and reasoning.
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23088736
  
  I am rejecting this response because: I have not received credit in my account for the lost funds due to unauthorized access to my account.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/11/2025

  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 signed up for the $125 new account promotion reward and Found insisted I signed up for another incentive that I didnt even know of and will not apply the correct promo that I signed up to my account. I took screenshots when I clicked on the offer page at 3:30pm on 2/9 and account was created and approved at 3:48pm. And I have since deposited $5000 to my account to satisfy the requirement of the new account promo. ********************** is refusing to honor the offer I signed up for and made up lies that I signed up for something else. If they did not want to pay they should not have advertised the promotion. I wasted my time opening the account and have transferred money into my account for nothing. I feel scammed and I will not recommend anyone to bank with Found and will continue to warn others of their shady tactics.

  Business Response

  Date: 03/20/2025

  Thank you for your patience while we reviewed your concerns and previous conversations with our team. Unfortunately, we are not able to provide specific information about your account or its eligibility for promotional offers in this forum.
  With that said, we can share that in order to receive a promotional bonus for completing the terms of an incentive, new customers must sign up through the promotion's landing page and meet all eligibility requirements. If a user were to sign up through the normal process, they would be automatically enrolled in the platform deposit incentive alluded to in your comment.

  We understand that this is not the resolution you had hoped for, but we are required to adhere to strict guidelines around promotions and incentives. Regrettably, we are not able to extend the benefits of incentives to all accounts if all eligibility requirements are not met. We apologize for any inconvenience this may have caused

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23052489
  
  I am rejecting this response because: I received an email on 2/27 but only $1 was applied not the $50 as stated. Please see pasted email below:

  
  
  $50 is yours to spend 
  Great news! Weve deposited your $50 Refer-a-Friend reward 
  We just added $50 to your GO2bank account as your reward for receiving a qualifying direct deposit.
  
  Log in to your account to see your reward. 
  
  Earn an extra $50!
  You and your referring friend each get an extra $50 deposited into your accounts when you receive a qualifying tax refund direct deposit between now and 3/31/25.1
  
  Get Started
  In order for both the referred individual and the referring GO2bank accountholder to each qualify for and receive the referral reward, the following conditions must be met: The referred individual may not have previously opened a GO2bank Deposit Account ("Account"); they must open a new Account by December 31, 2025; they must open the new account using the referring GO2bank accountholder's unique referral (share) link directly or as shared through email or social post; and they must receive in the new Account a qualifying direct deposit of $200 or more within 45 days of account opening. The qualifying direct deposit must be made by the referred individual's employer, payroll provider, government benefits, or unemployment benefits payor by ************************ (ACH) deposit. **** ACH transfers, debit card transfers, verification or trial deposits from financial institutions, tax refund deposits, mobile check cashing, and cash deposits are not qualifying deposit activities. Referring GO2bank accountholder and referred individual GO2bank accounts must both be in good standing to be eligible for and receive a reward. The reward is paid to each party within 48 hours after qualifying funds are first deposited into the referred individual's new Account. New and referring ******* accountholders may earn no more than $1,500 in referral rewards across all Refer a friend campaigns per calendar year (January 1 - December 31). Referred individual acknowledges that payment of the reward will result in the referring GO2bank accountholder's knowledge of the individual's new Account. ******* reserves the right to cancel or modify the terms of the referral reward offer or terminate the member's eligibility at any time with or without prior notice. All referral rewards are reported on form 1099 to the IRS.
  
  1. After receiving the $50 Refer-A-Friend reward, a federal or state tax refund direct deposit of $5 or more must be received by the referred individual into the new Account on or before March 31, 2025 to be eligible for the tax bonus of $50. After the referred individual has received a qualifying tax direct deposit, both the referred individual and referring GO2bank accountholder will receive the $50 tax bonus credited to their GO2bank account within 48 hours. All referral rewards and bonuses will be reported on form 1099 to the IRS.
  
  GO2bankTM cards are issued by **************, Member FDIC, pursuant to a license form **** ************ **** is a registered trademark of ***************************************
  
  ************** also operates under the following registered tradenames: GO2bank, GoBank and ***************. All of these registered trade names are used by, and refer to, a single FDIC-insured bank, **************. Deposits under any of these trade names are deposits with ************** and are aggregated for deposit insurance coverage up to the allowable limits. ******* is a trademark of *********************. All rights reserved.
  P.O. ***************************************
  
  2025 GO2bank. ********* is a trademark of *********************. All rights reserved.
  
  Unsubscribe  |   Terms and Conditions  
  Powered by Extole
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/24/2025

  The email that you provided appears to be for a different financial technology company. Found is unrelated to GO2bank or **************. If you're having trouble with an incentive for one of these institutions, please reach out to their team for assistance.

• Initial Complaint

  Date:03/05/2025

  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.

  Found bank wont respond back to emails so I can withdraw my funds they sent me and email and now they wont respond so I can take my money out mind you they been holding my money for over a year

  Business Response

  Date: 03/10/2025

  Hi ****, thank you for your patience while we reviewed your correspondence with our team. Members of our Customer Experience and Risk Operations teams have attempted to reach you, but your email inbox is full.
  
  Please reach out using a different email address, or free up space in your inbox. We'll be happy to assist however we can.
  

  Customer Answer

  Date: 03/10/2025

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

• Initial Complaint

  Date:03/05/2025

  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 am filing this complaint against Found due to their unprofessionalism, lack of communication, and unjustified freezing of my business account, which has caused me significant financial and operational distress.Nearly two weeks ago, Found froze my account without warning, citing suspicious activity. I have been a customer for only a month and a half, and instead of reaching out to verify any concerns beforehand, they simply locked my access to my own funds. This has crippled my business operations, as I have been unable to access money critical for running my business, paying expenses, and fulfilling obligations.From the moment they froze my account, I have been stuck in an endless cycle of unanswered emails, delayed responses, and lack of urgency from their support team. They claim to have reached out in separate emails, which is false because I have checked my inbox repeatedly, and the only responses I have received are automated messages or vague replies that fail to address the issue. They take days to respond, leaving me in the dark with no clear timeline on when this situation will be resolved.Their customer service is non-existent, there is no phone number to call (Only if you pay a monthly fee) no way to escalate the issue, and no real human engagement that could bring a swift resolution. I have repeatedly emphasized the urgency of the situation, yet they continue to show complete disregard for the impact this is having on my business.What kind of financial institution operates this way freezing a businesss money with no due process, no real support, and no resolution in sight? This experience has been a nightmare, and I strongly urge others to think twice before trusting this so-called bank with their finances.I demand immediate action to unfreeze my funds, a clear explanation of their unjustified actions, and accountability for the severe inconvenience and financial harm they have caused me.

  Business Response

  Date: 03/10/2025

  Thank you for bringing this to our attention and for your patience while we reviewed your conversation with our team.

  We arent able to share any additional details about your account in this public forum, but can share that for the protection and security of our customers, we sometimes require some additional information about your business and use of Found.
  

  We know that this can be disruptive, but appreciate your understanding and cooperation in providing the requested documentation. We do apologize for any inconvenience this may have causedif you have any questions about the requested documentation, please don't hesitate to follow up on the email thread with our team.