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Business Profile

Financial Services

Found

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 132 total complaints in the last 3 years.
  • 64 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/30/2024

    Type:Product Issues
    Status:
    Answered
    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 a vendor that charged my card. They did not deliver on the product that was promised. I tried contacting found bank only to find out my only method was to deal with email only. I dealt with them via email and pleaded my case with them. They said they needed the permission from the vendor in order to issue a refund. I have said many times that the vendor did not give me the information required. They are now completely ignoring me along with Found Bank.

    Business Response

    Date: 05/01/2024

    Dear *****,

    Weve reviewed your correspondence with our team and have escalated your case for further investigation and will be reaching out shortly with additional information. We understand that this process can feel frustrating, but our team is working to collect all of the information necessary to make a determination on your case. Please know that the information being requested is important for resolving this matter as satisfactorily as possible.

    Thank you for your patience and understanding while we work through your claim.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


    Customer Answer

    Date: 05/01/2024

     
    Complaint: 21647221

    I am rejecting this response because:

    This is a canned message that I have received over the last couple of weeks.  Whats to look into I was there customer and they are not protecting me as there customer.  Any other bank would have provided an immediate provisional credit or at the very least 14 days then I get my refund back.  I got scammed and this bank Found is complicit 

    Sincerely,

    *******************

  • Initial Complaint

    Date:04/30/2024

    Type:Billing Issues
    Status:
    Answered
    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 have locked my account also I cant see my statements for ***** to see the correct amount of money that should be there. they give instructions to login or reactivate account and its nothing there they they state is there. They are stealing customers money! You cant contact them or reactivate your account no letter was sent in leu of the account being anything other then active. Also the amount you want me to take is not the amount in my account. I'm contacting the ********* attorney. F****** SCAMMERS!!!!!!!!!!!!!!!!!

    Business Response

    Date: 05/01/2024

    Dear ******,

    Thank you for bringing this to our attention. Weve reviewed your case and, unfortunately, are unable to provide any additional information that wasnt already shared with you by our team privately.

    With that said, there are two things we can share with you. Statements are generated monthly and are downloadable starting the first of each month, so your April statement will be available starting May 1. Additionally, if there are any remaining funds in your account, those funds can be transferred out once youve logged in.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


  • Initial Complaint

    Date:04/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 created an account with ********************** and funded it with money. I also started receiving payments from customers. I received my debit card from Found, but never activated it.Now, I am receiving many fraudulent transactions from a debit card that is still inactive according to the app.Found support can not be reached and no information is being relayed by email.

    Business Response

    Date: 05/01/2024

    Dear *******,

    Thank you for bringing this to our attention. A member of our team has reached out to follow up on your dispute inquiry. We look forward to resolving this matter with you as soon as possible.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


    Customer Answer

    Date: 05/02/2024

     
    Complaint: 21639545

    I am rejecting this response because:

    it has been more than 2 months since the initial request to investigate this issue was requested. I have been unable to connect with any individual via phone, chat, or email.

    The only communication I have received is an automatic form email after I have resubmitted the disputes after we passed the deadlines for the fraud investigation guidelines set in place by the SEC.

    At this point in time, i am considering this as no longer a business matter, but a criminal matter.

    I have filed a police report  regarding the fraud on this account.

    You may speak to the officers investigating this by calling ************** the police report is filed under 24-05115.

    I am also debating about filing a complaint with the SEC regarding the gross negligence displayed by your company.

    Sincerely,

    ***************************

    Business Response

    Date: 05/09/2024

    Dear *******,

    Thank you for your patience while we reviewed your disputed transaction. Weve followed up on the ongoing email thread with details about your provisional credit. We appreciate your cooperation as we worked to investigate this claim and push it to the next step of the process.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


    Customer Answer

    Date: 05/09/2024

    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:04/28/2024

    Type:Product Issues
    Status:
    Answered
    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.
    So this banks lack of communication and customer service is absolutely the worst I have ever experienced I have filed a few disputes months ago and not heard anything from anyone about anything this an absolutely terrible buisness they need to have a whole over haul to there customer service **** because they lack skills and communication especially with a financial institution have your money in it

    Business Response

    Date: 04/30/2024

    Dear *******,

    Thank you for your patience while we reviewed your transaction dispute requests. We are unable to share any additional details about the requests outside of what was already provided in your correspondence with our team, but can say that we take all disputes seriously and are constantly improving our process to handle these more quickly and more efficiently.

    We apologize for any inconvenience you may have experienced during this process, though, and thank you for the feedback.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


    Customer Answer

    Date: 05/01/2024

     
    Complaint: 21636747

    I am rejecting this response because: what correspondence have I recieved I have recieved no response from your company at all in regards to the disputes I filed which is why I am emailing u in the first place

    Sincerely,

    *****************************

  • Initial Complaint

    Date:04/16/2024

    Type:Billing Issues
    Status:
    Answered
    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 banked with found and I had a charge that I didnt make my information was stolen online and a charge for a blink gym membership and I requested my money back and I was told that I made the charge and sorry for the inconvenience. When I didnt create the account and provided proof. I believe this company is a scam.

    Business Response

    Date: 04/17/2024

    Dear *****,
    Thank you for your patience while we reviewed your concerns. Upon our investigation of this case, weve found that our team handled this dispute inquiry correctly based on our internal guidelines and have provided all of the information available to us that supports our decision on why we are unable to move forward with your dispute.
    If you would like any account specific information, please reach out to us via email. We apologize for the inconvenience. If you have any further questions, please refer to the ongoing email thread with our team.
    Sincerely,
    *********************
    Customer Experience Lead
    **********************

  • Initial Complaint

    Date:03/26/2024

    Type:Product Issues
    Status:
    Answered
    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 sign up for found bank , I sent a money order on March 5 , 2024 to found bank . I use the ********** address or **** address. On the 17th of this month I check to see if the deposit was made. It was not made I phoned found and was told my money order was destroyed instead of being returned. Found does not accept checks or money orders. This was not clear to me upon signing up.

    Business Response

    Date: 03/28/2024

    Dear ****,

    Were sorry to hear that you had trouble funding your Found account with a money order. Our policies state that we are unable to accept checks, money orders, warrants, or any other similar form of payment by mail.

    For the protection of our customers funds, we are unable to return these mailed payments. We recommend reaching out to the money orders maker and requesting a refund. We apologize for any inconvenience this may have caused.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


  • Initial Complaint

    Date:03/25/2024

    Type:Product Issues
    Status:
    Answered
    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 credit card was stolen and when I disputed the charges along with a police report I was told I could not be refunded due to the individual using my pin when making purchases.

    Business Response

    Date: 03/27/2024

    Dear *********,

    Thank you for your patience while we reviewed your concerns. Upon our investigation of this case, weve found that our team handled this dispute inquiry correctly based on our internal guidelines and have provided all of the information available to us that supports our decision on why we are unable to move forward with your dispute.
    If you would like any account specific information, please reach out to us via email. We apologize for the inconvenience. If you have any further questions, please refer to the ongoing email thread with our team.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


  • Initial Complaint

    Date:03/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a payment made into my account from a state contract. I checked ahead of time to see if there are any limits to avoid issues. There was none. The payment was made and since that time they have froze my account. I have provide them information multiple times on the account to them. My drivers license. Proof of the contract. Proof of the payment. I have called numerous times and cannot reach anyone. I was on hold for 20 min just to be sent to voicemail. I researched and sent emails directly to compliance and customer service reps on the web page with zero response. As a small business owner they have given me no recourse but to sit and wait while I have vendors reaching to me for payment. There is absolutely no way to talk to someone to resolve the issue and I have received zero response to the multiple emails I have sent since Friday. I went so far as to call their sister bank and asked for help. I have heart medications I need to get for my husband that I cannot get because they have done this. The customer service has been absolutely horrible and they now have my funds and expect me to sit around and wait until they get around to me. So disappointing.

    Business Response

    Date: 03/25/2024

    Dear ********,

    Thank you for bringing this matter to our attention. Weve reviewed your correspondence and apologize for any trouble that youve had in contacting our team. Our goal is to respond to our customers as quickly as possible, in the order that weve received inquiries from them. Were reviewing this with our team to ensure that our processes are supporting those goals. We apologize for any inconvenience you may have experienced.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


  • Initial Complaint

    Date:03/12/2024

    Type:Product Issues
    Status:
    Answered
    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 February 23rd 2024 my debit card from found Bank was stolen and used as a credit card transaction. My pin was never used. Anytime I've ever used the card from this bank it is never asked for my PIN and I know that this has been a problem from other customers from reading online reviews. I filed a dispute with found Bank and after 2 weeks of waiting finally heard back after hounding them, only for them to respond that my dispute was rejected due to the fact that my PIN was used during the transaction. This is impossible. I actually used my new replacement card today for the first time at a store and it did not ask me for a pin. I know that this has been an ongoing problem with this bank and they have horrible customer service and have done nothing to help me resolve this problem or to add any security to my account so that this does not happen again. The amount of this transaction was $538 and the store that the card was used at said that the bank is responsible for the resolution of this case.

    Business Response

    Date: 03/25/2024

    Dear ***,

    Thank you for your patience while we reviewed your concerns. Upon our investigation of this case, weve found that our team handled this dispute inquiry correctly based on our internal guidelines and have provided all of the information available to us that supports our decision on why we are unable to move forward with your dispute. We apologize for the inconvenience. If you have any further questions, please refer to the ongoing email thread with our team.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


    Customer Answer

    Date: 03/25/2024

     
    Complaint: 21420031

    I am rejecting this response because:

    You did not provide me with ANY Information AT ALL although I have asked for it repeatedly.  An email saying "your PIN was used" is not informative...and not true!
    Sincerely,

    *******************

  • Initial Complaint

    Date:03/05/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    14 unauthorized transactions were made from our group's business banking account for a total of $606.35. 3 were disputed early on, but turned down, No information about the merchant or invoice/acct number were provided, so I could not research them myself. Despite card changes, unauthorized withdrawals were still being made up to today. Their dispute system and customer service is dismal. I could not even get a statement and had to screenshot 12 pages of transactions and print them up. Our account has been hacked and we want reparations.

    Business Response

    Date: 03/22/2024

    Dear ****,

    Thank you for bringing this to our attention. Your transaction dispute report is currently under review by our team, who are working to investigate these transactions and how they occurred. We appreciate your patience as we complete this investigation. In the meantime, you can find the details that we have available on these transactions in your Found account by tapping the transaction and then tapping Transaction Details.
    If you have any further questions, please follow up on the ongoing thread with our disputes team.

    Sincerely,
    *************************
    Customer Experience Lead
    **********************


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