ComplaintsforVaro Money

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** suspended my account for no reason holding my social security on payday my electric got shut off they refuse to put a fraud **** or manager on the phone and said. Nothing they can do

  

  Business response

  08/06/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has emailed me about an account opened in my name and won't respond to my message. I did not open an account with them and I'm trying to figure out details on who opened this account in my name as well as have **** close this account. I've emailed Varo yet nobody has responded. I can not use their live chat as I don't know what information the person who stole my identity put in to open this account. Their phone support is no help neither as they do not have an option to speak with a live agent. My next course of action will be to file a lawsuit.

  

  Business response

  08/07/2024

  Hello *******,
   
  We are writing to let you know we received the complaint you submitted to the Better Business Bureau. We are sorry to hear you received notice of a Varo Bank account you did not apply for and understand that this has been a frustrating experience for you. Upon further review of your experience, we identified the following:
   
  An application for a Varo Bank account under the name ************************* and the address associated with this complaint was automatically approved on July 30, 2024. On August 2, 2024, the account was closed due to an internal flag that indicated the application was submitted fraudulently. You may safely dispose of the debit card received in the mail.
   
  Unfortunately, fraudsters often use stolen identity information to open accounts in their victims name. Often, identity thieves will use another persons personal information, such as a social security number, mothers maiden name, date of birth, or account number to open fraudulent new credit card accounts, charge existing credit card accounts, write checks, open bank accounts, or obtain new loans. They may obtain this information by:
   
  Stealing wallets that contain personal identification information and credit cards.
  Stealing bank statements from the mail.
  Diverting mail from its intended recipients by submitting a change of address form.
  Rummaging through trash for personal data.
  Stealing personal identification information from workplace records.
  Intercepting or otherwise obtaining information transmitted electronically. 
  Varo Bank takes fraud prevention seriously and we have closed this account. We suggest that you change the password to your email address and update any passwords to other bank accounts to further protect yourself. We don't use credit reports to approve our accounts, but you may want to consider placing a fraud alert on your credit bureau report. Please access www.AnnualCreditReport.com, where you can receive a free copy of your credit report from each major credit bureau each year.
   
  We also suggest accessing the ************************ (FTC) website below for helpful information on how to protect and recover your identity when you have become a victim of ID theft.
   
  ************************ - Report Identity Theft and Get a ************************************************************* of the *********** of the Currency (the ***** our regulator) also provides helpful brochures to assist you in protecting your identity.
   
  You Have the Power to Stop Identity Theft
  *****************************************************************************************************************************
  How to Avoid Becoming a Victim of Identity Theft
  **********************************************************************************************************************************************
  We have included contact information for the three largest credit bureaus below:
   
  Equifax - www.equifax.com
  P.O. Box 740241
  *****************-0241
  ************** 
  Experian - www.experian.com
  P.O. Box 2104
  ***************-0949
  1-888-EXPERIAN (397-3742) 
  TransUnion - www.transunion.com
  P.O. Box 1000
  *******, ** 19022
  ************** 
  We recommend that you contact the credit bureaus to request a fraud alert be placed on your credit files for your protection.
   
  Thank you again for reaching out to us. We hope these resources will help to protect and recover your identity. If you have additional questions, please feel free to reach out to us at ******************************************.
   
  We are sorry to hear that you experienced difficulty getting in contact with a live agent to assist you. Varo is working towards offering chat as our primary means of providing customer service, but we also offer limited phone servicing. Please note that phone support is limited to issues logging in to the Varo app, filing a dispute, or activating digital wallet. Reports that you received a Varo card that you did not apply for are able to be serviced by emailing ***********************************.
  If you have additional questions, please feel free to respond to this email communication or by chat support in the Varo app. You may also submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

  Customer response

  08/07/2024

  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a consumer and I use Varo banking for my financial everyday needs my paychecks are deposited there and I woke up 7/31/24 to a email saying my account has been temporarily suspended, so I thought it was a hoax as I was using my account fine for last year or so no problems same transactions etc so I try to log in and cant says account suspended we will email you in 4 days so I call and finally after hours get someone to tell me there is nothing I can do but wait for email so now I have no money and that was my life on the line , I filed a complaint with FDIC and after doing investigation on this company I see a lot of consumer are going through this same issue they are shutting peoples account down and not sending them their checks or telling them why the account is close or suspended, this is some shady business on behalf of this online banking institutionMy livelihood is at risk and I dont have any other resources .. I have since changed my direct deposit and hopefully I can get my money that is in that account back asap , but the way it is looking with the tactics they have pulled its a long shot this company definitely need investigation and shut down immediately because it seems they are effecting a lot of individuals money and ruining a lot of peoples lives they always send me emails saying someone logged into my account they dont recognize and its me from my phone so I guarantee they will use this as a weapon against me like my account is being compromised.. dont get it at all this company is scamming and needs to be stopped

  

  Business response

  08/06/2024

  Hello ***********, 
  Thanks for reaching out to **** through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  

  Customer response

  08/07/2024

  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

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 30th ********************************* the amount of $250 called a varo to varo to a user that I never sent ********************** to I call varo to dispute this transaction they dispute it and today on July 31st 2024 my account is temporary suspended and won't be unsuspended until 4 days from today I want my account back I want my money back and if they suspend this account again I will *** the c*** out of varo

  

  Business response

  08/12/2024

  Hello,
  
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
  
  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
  
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

  Customer response

  08/12/2024

  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

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** suspended my account without notice and for no reason I'm the only one that Have been using my card and my kids about to start school I can't get access to my money to buy there schoo l clothes

  

  Business response

  08/06/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Varo Bank is refusing to give me access to my son's SSI check. After Varo Bank temporarily suspended my account and I went through the process of verifying my identity, received an email from the fraud team to proceed and upon attempting to reset my password my account was immediately suspended again. I have called multiple times and have been hung up on, told that they can't be sure if **** is stealing my money, and no one anywhere can do anything until I get another email from the fraud team who apparently cannot be contacted by phone or email, only "internal communication". My son's SSI check was deposited on Friday and they are refusing to give me access to the funds or my account. l l .

  

  Business response

  08/02/2024

  Hello ******,
  
  We are writing to let you know we received the complaint you submitted to the Better Business Bureau. We understand that this has been a frustrating experience for you. Upon further review of your experience, we identified the following:

  On July 9, 2024, your account was suspended by our Fraud team for security reasons.
  
  On July 12, 2024, we reached out to you by email requesting you provide supporting documentation for verification purposes. We requested that you send in a selfie with **, a picture of your **, and a valid proof of address document.
  
  On July 19, 2024, you sent us a picture of a selfie with no **, a proof of address document, and the front and back of your **. As of the time of this response we have not yet received a selfie with ** to review as part of the requested documentation. You were advised it takes two business days to review the account for reinstatement after documentation is provided; however, the time frame does not apply until all the documentation requested is received.
  
  On July 22, 2024, you sent the selfie with the ** we had requested which started the two business day time frame.
  
  On July 24, 2024, we reviewed your documentation and your account was restored to active status. Another security alert happened immediately after which caused the account to be suspended again.
  
  On July 30, 2024, we reviewed the security flag and restored your account to active status. You were notified via email that your account was reinstated. You emailed in several times about this and we responded advising you that your account was active. You now have access to any funds deposited into your account under your name.
  
  We currently only offer individual accounts with one debit card per account and all direct deposits must be in the name of the account holder.
  
  We understand this was a frustrating experience for you. Here at **** we follow banking laws and government regulations about how we operate. We take every precaution to keep the entire ************** safe. Sometimes well suspend an account if there is something out of the ordinary happening and we need to verify more information.
  
  If you have additional questions, please feel free to respond to this email communication or by chat support in the Varo app. You may also submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the handling of my dispute and appeal concerning unauthorized charges on my Varo account. I initially filed my dispute in May 2024, but **** denied the claim. I subsequently appealed the decision and submitted a police report to support my claim of unauthorized transactions.It has now been nearly 60 days since my appeal, and I have yet to receive a resolution or a refund. The unauthorized charges amount to $1,886.98, which were deducted from my account while I am currently receiving unemployment benefits. Due to this situation, I had no choice but to halt my unemployment payments from being deposited into my Varo account, as I am unable to trust that these funds will be secure.Despite my repeated efforts to resolve this issueincluding multiple phone calls and interactions with Varo representativesI have not received any substantial update or resolution. I was assured by a supervisor that my claim would be escalated and that I would receive a response within one business day, but I have yet to hear back from your team.In addition to the inconvenience and stress caused by this prolonged situation, I would like to remind Varo of its obligations under ****s Zero Liability Policy. As a **** cardholder, I am entitled to zero liability for unauthorized transactions, provided I report the charges promptly. Additionally, under Regulation E of the *************** Transfer Act (EFTA), I am entitled to a timely resolution of disputes regarding unauthorized transactions.The failure to address this matter adequately and in a timely manner is unacceptable, especially given the financial strain I am under due to my unemployment. I am requesting an immediate and thorough investigation into this matter and a prompt refund of the stolen funds.

  

  Business response

  08/05/2024

  Hello Elan,
   
  We are writing to let you know we received the complaint you submitted to the Better Business Bureau. We understand that this has been a frustrating experience for you. Upon further review of your experience, we identified the following:
   
  On May 8, 2024, you contacted Varos phone support to file dispute Intake #**D5 as unauthorized on your checking account in the amount of $1,886.98.
   
  On May 17, 2024, after performing an investigation of the dispute in question, we determined this dispute Intake #**D5 was not in your favor and you were liable for the charges.
   
  On June 2, 2024, you sent us new documentation, including a police report through email requesting an appeal for dispute Intake #**D5.
   
  On June 3, 2024, Varo support received your email and sent you a response advising the documentation review would be completed within 10 business day, or by June 14, 2024.
   
  From June 11, 2024 to July 24, 2024, you contacted Varo support several times requesting an update about your appeal request. You were advised via email that due to high volumes, your appeal will be worked in the order it was received. Were very sorry for the delay in providing an update on your appeal request.
   
  On August 1, 2024, the appeal Intake #0B37 was investigated and based on the documentation received, we stand by our original dispute decision that no error was found.
   
  Varo strictly follows federal regulations around transaction disputes and we use industry standards for researching and investigating claims. To report issues pertaining to account security and/or disputes, we kindly ask customers to reach out to our phone support between Monday through Friday 8 AM to 4:30 PM MT at **************. For other inquiries, contact our support team by chat in the Varo Bank app; available 7 days a week from 8 AM to 4:30 PM MT.
   
  If you have additional questions, please feel free to respond to this email communication or by chat support in the Varo app. You may also submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Varo bank is totally a scam they suspends your account without notice they will not issue you any refunds my money sat into my account for 2 months and I still havent received any phone calls nor emails from Varo I reported them I have called and only was told lies!!!!!!!

  

  Business response

  08/02/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dispute# ee95 On July 4th, I made an ATM transaction and was not given my money from the **** I called ALLPOINT ATM Services and was directed to call my bank for a charge back, which I did right away. July 5th I was able to get to a rep and start a dispute. I sent in the supporting documentation and was denied the claim to have the $300 charged back that I did not receive. Upon calling ****, I started an appeal & within 30 minutes the appeal was denied, I was told to call the merchant for more information but what they needed could not be specified. After doing that, I called **** back and explained to them what was going on and asked for documentation of how they came to their decision and I was told that I would receive it in 3-5 business days THAT WAS July 16th. It is July 28th and I have been calling **** asking for said documents to be emailed and all theyve done is lie and give me the run around. If **** isnt able to do a chargeback, I understand but what I am confused about is WHY Varo is making it difficult to be helped elsewhere as well and I will not just say forget my money. I have emails, call logs and conversations recorded between myself and Varo bank that prove Ive done all I can. My card was not compromised and ALL POINT is attempting to help on their end with the cooperation of Varo bank. I am ready to retrieve my $300 back so that I can close the account and **** is emailing me about things that do not pertain to my case. It has been over 3 weeks Ive been dealing with this incident and its making my life stressful because I am currently $300 late for my rent for July because of this matter! Varo needs to treat their customers and their customers ********************** much better than they have been because if I get a lawyer Ill receive more that $300 in that lawsuit. **** is avoiding contacting me with the information I requested but they keep contacting me to tell me that my dispute was denied and I can start an appeal which is not what I need right now!

  

  Business response

  07/29/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  

  Customer response

  07/30/2024

   
  Complaint: 22058399
  
  I am rejecting this response because:
  I still have not received the money back that I lost! I will not be satisfied until I am given what I am owed! Its been 3 weeks and this is UNFAIR and unacceptable. The only response I will accept is a chargeback for compensation, I need my $300 back.
  Sincerely,
  
  ***************************

  

  Business response

  08/06/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
  In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 28th and again on July 3rd, I used Hertz rental service to pay for my rental car. I used my Varo Believe card. ***** released the authorization holds within 24 hours of the transactions. It has now been a month, and I have yet to receive either back. I cannot get ahold of anyone via telephone, and the live chat just claims to wait 32 days, and it'll automatically refund me. I explained that I am struggling this entire month, with **** holding $400 of my funds. I have receipts from ***** showing the final charges and dates, and that they've released the authorization holds. I am on a fixed income, and barely made it through this month due to this ridiculousness!

  

  Business response

  07/30/2024

  Hello,
  Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
  In order to protect your online privacy and account details, weve responded to your concern directly at the email account you have provided to the Better Business Bureau for you.
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached by responding to the email communication or by submitting the following form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

*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. ↩