ComplaintsforNerdwallet, Inc.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against NerdWallet due to their refusal to stop debiting funds from my account. I closed my account in early May and ceased all dealings with their NerdWallet card, which I initially obtained for credit reporting purposes. Despite this, the company continues to withdraw money from my account.I no longer have access to their dashboard or the card. In fact, I never even received the physical card, which cannot be used for any transactions, either online or offline. Recently, I received an email from what appears to be the only two representatives at NerdWallet, stating they are unable to stop a scheduled debit.This situation is extremely frustrating and leads me to believe that NerdWallet might be operating a scam. I have informed the company that I would report them to the BBB and seek legal counsel, but my warnings have been ignored.I demand a full refund of all unauthorized debits and an official closure of my account.Thank you for your assistance.***************************

  

  Business response

  07/09/2024

  Thank you for bringing this matter to our attention. Our customer service team has been in contact with ******************** since her initial request to close the account on June 3, 2024.  Her request has been processed and the account is now closed. ******************** should continue to speak with our customer service representatives if she has any additional questions or concerns.

  Customer response

  07/11/2024

   
  Complaint: 21923865
  
  I am rejecting this response because: Inability to resolve the issue efficiently.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/26/2024

  We regret that ******************** is unhappy with the timeliness of her secured credit card account closure. All secured credit cards, such as NerdUp by NerdWallet, require that cardholders open cash security deposit accounts which are equal to the credit limit on the card. ******************** authorized automatic deposits to her secured card to replenish the funded credit limit on the card. According to our records, ******************** asked us to close her account on June 3, 2024, after automatic payments had been initiated from her secured card. This also triggered an automatic transfer from the deposit account to fund the card. These transfers were in process at the time she requested account closure. We cannot stop ACH transactions in progress, nor could we close the account before the funds were deducted for those auto payments that she had previously authorized. Once those payments were complete, the remaining balance was returned to her and the account closed on July 8, 2024. While these processes may seem inefficient to ********************, they were conducted per ACH transfer rules and the auto-payment/auto-deposit permission she set up on her NerdUp account. As a result, we consider the matter resolved.
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account has been blocked since May 22, 2024 due to some type of fraud yet no correspondence has been made on their behalf. I have called everyday for the pass almost 30 days I have more than 1k in the account. which has put be behind on rent and unable to pay my bills. When I call I am told some will contact within ***** hrs that time has pass. It has been 30 days plus. To hold someone funds and give no update nor a chance to help speed the process

  

  Business response

  07/09/2024

  We appreciate ************** concern over this situation. Our customer service team has communicated everything it is able to with ************** through private channels. Please be assured that we will continue to keep ************** informed with new information as it becomes available.
  
  

  Customer response

  07/09/2024

   
  Complaint: 21905901
  
  I am rejecting this response because: I have been emailing the company and calling for the last almost 90 days and yet no one has responded in any form. I havent been giving any updates since I my account was blocked May 23, 2024 I have called more then 20 times regarding my account is told to wait 24-48hrs still no response. Please unblock my account or close my account and mail me my funds. This is unacceptable. No help at all from the company. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Today, I was contacted by a firm, they wouldn't give their name but they said they had a client named Easy Money that claimed I owned them money. This is news to me but I asked more questions. This person said I had borrowed $900 in 2015!This is the first time I have heard of anything like this. The person claimed their client, Easy Money was claiming I had defrauded them. When I said I have never heard of them, he said, it could be one of their loan companies but didn't know which one. I said it sounds like a scam.I am a senior citizen and we are constantly attacked by scammers to give money! I looked up this company and found out their parent is NerdWallet. I have heard of in advertisements. Location is ****************************************. However, the situation doesn't sound legitimate and the person could not tell me any more. In fact when I accused him of a scam, he just said "good luck and goodbye". However, he had also said something about sending this to the county of ****** in ***********. I don't know what that is about either. But the claim I have been fraudulent with this so called loan doesn't make sense. Especially when it was 2015, 9 years ago and no communication that I know of since then. I have been in and still am in a financial hardship with many creditors. Mostly credit card companies and banks. However, my track record shows I am or have paid off any debts I have owed. So the claim I am committing fraud on this company for such a small amount, does not even make sense when I am paying on much much larger loans and credit cards. I have worked out hardship situations with all of them. There is not a single account, I have not paid. Except this one that has never contacted **** would like the BBB to contact them and get to the bottom of this. It still looks illegitimate to me but I trust the BBB. You have been very helpful to me in the past. Like I said, we senior citizens are always the target of scams or improprieties.

  

  Business response

  06/12/2024

  Dear **************, 

  We are sorry to hear about the call you received and can understand how stressful this has likely been.
  
  Please be assured that NerdWallet is not associated with an entity called Easy Money. From your description, the call sounds like it came from a bad actor trying to defraud money from you. It also appears that this party has access to your personal information.  Here are steps we suggest to consumers who *** be concerned about a compromised identity:
  

  1. Contact your bank and inform them of this issue.
  2. Report your case to www.stopfraud.gov, and file a police report with your local police department. We're happy to cooperate with any investigation initiated by the authorities.
  3. Freeze your credit. You'll need to do this with all three credit bureaus: TransUnion, Experian, and Equifax. This will prevent anyone from opening any new lines of credit.
  4. Check your credit reports from all the three credit bureaus to identify any errors. You're entitled to one free credit report from each bureau per year, by law. You can submit a request here.
  
  NerdWallet has several resources that *** be helpful, including articles on the following topics:
  Protecting Your Credit and Identity
  What to Do If Your Identity Is Stolen
  How to Stay ******************* Scams
  
  Feel free to reach out to ******************************** with any additional questions or concerns.

  Kind regards,

  NerdWallet, Inc.

  Customer response

  06/12/2024

  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nerdwallet.com required Two-factor authentication be added to the account, so I used a Two-factor authenticator app to scan their qr code.After I logged into my account I deleted the message in the Authenticator app. I was led to believe everytime I logged in I would have to scan a qr code, as it said one-time code But when I went to security settings in my account, an Authenticator screen popped up asking for a one-time code sent to the Authenticator app, but I did not receive any code I emailed customer support and whatever the guy did I now can't login to my account They have not responded to me saying I can't no longer login to the account I don't even want their account anymore, I want to delete it, but I can't login to the account to delete it Even when I installed the NerdWallet app, it is still asking for a one-time Authenticator code that I am not getting I'm not requesting a refund but for the company to reset my account so I can login, or delete my account

  

  Business response

  04/17/2024

  Thank you for making us aware of this situation. Our customer service team has been in contact with ************** to confirm that her account has been deactivated and her data will be handled according to our Privacy Policy and Terms of Use.

  
  

  Customer response

  04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and on 4/9/24, one of their customer service agents said the account was deactivated (still not sure if that means permanently deleted as I requested). Also, on 4/10/24 a "privacy" request was completed, so I guess that means they permanently deleted my data? I have attached email screenshots to my response.

  Not sure why this company didn't reinstate access to my account when I first encountered the problem logging in, so I could have deleted the Account myself from the security settings.
  
  Thank You,
  
  ***************************

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have never heard of this company before, but I received ************************************************************************ These were sent to my personal email; I am unable to unsubscribe from this company. This indicates some sort of fraud to me. I've since received 2 more emails regarding information for the best new bank cards and management of my personal accounts. I would like the account deleted, all my personal information expunged from their records, and for me to stop receiving emails from this company.

  

  Business response

  04/11/2024

  Thank you for bringing this to our attention. Our customer service team has contacted **************** directly to confirm that she has been unsubscribed from emails and will not receive further correspondence from us.

  Customer response

  04/12/2024

  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

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recieved a transactional email from nerdwallet yesterday April 7th at 10:40 am. It was basically an email saying they updated the privacy policy terms of use and security protocols. At the bottom of the email it says this is a transactional email and thats why there is no unsubscribe button and to close my account to log in to do so, I have never created an account with nerd wallet iv been on the website reading articles but thats it, I want to know where nerdwallet got my info from who created the account what info is on the account and when the account was made!! I also want the account deleted aswell as my info deleted from there database!!

  

  Business response

  04/10/2024

  Thank you for bringing this to our attention. Our customer service team has contacted ****************** directly to confirm that he has been unsubscribed from emails and will not receive further correspondence from us.

  Customer response

  04/10/2024

  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

  04/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am receiving emails from NerdWallet saying that I signed up for their company. I did not sign up. I am getting solicitations from them that I really dont want.

  

  Business response

  04/10/2024

  Thank you for bringing this to our attention. Our customer service team has contacted ************** directly to confirm that he has been unsubscribed from emails and will not receive further correspondence from us.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I never signed up for Nerd Wallet and now I'm getting security emails from them. Their site is not set up to deal with this issue. Has my information been compromised?

  

  Business response

  04/10/2024

  Thank you for bringing this to our attention. Our customer service team has contacted Mr. ********* directly to confirm that he has been unsubscribed from emails and will not receive further correspondence from us.

  Customer response

  04/11/2024

  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

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have never heard of this company before, but I received an email stating that I have signed up for an account and welcoming me. these were sent to my personal email. This indicates some sort of fraud to me. *** attempted to sever and close the said account and it lead me to a page where I had to enter my googlo account # and password. I was suspicious and did not login. I would like the account deleted, all my personal information expunged from their records, and for me to stop receiving emails from this company. Nerdwallet.com

  

  Business response

  04/09/2024

  Thank you for brining this to our attention. Our customer service team has contacted ******************** directly to confirm that he has been unsubscribed from emails and he will not receive further correspondence from us.

  Customer response

  04/11/2024

  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.
  
  ***************************************************

• Initial Complaint

  03/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nerdwallet making it impossible to close my account. *** followed the link to do so and get nowhere. I cant get to Settings because of some link error by nerdwallet. Nerdwallet is making it confusing and frustrating to close my account.

  

  Business response

  04/10/2024

  Thank you for bringing this to our attention. Our customer service team has contacted ************************** directly to confirm that he has been unsubscribed from emails, his account is closed, and will not receive further correspondence from us.

  Customer response

  04/11/2024

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

*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. ↩