ComplaintsforVaro Money

Financial Services

Additional Complaint Information

Customer Complaint:

BBB’s file for Varos Money was created in November 2017. A review of complaints was completed in March 2024. Complaints on file concern issues with account suspensions.

BBB encourages consumers to review the company’s links below that details the company’s account agreement specifically number 6. Amendment and cancellation.

https://www.varomoney.com/wp-content/uploads/2022/04/Varo-Bank-General-Terms-Agreement-4_1_22-1.pdf
https://support.varomoney.com/hc/en-us/articles/21991755876116-Non-Customer-Support

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Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We contacted a company to do some paving and striping in one of our locations. We received an invoice asking for a deposit. The wording on the invoice was all messed up and weird. I contacted the guy that was doing the work and the said it was a scam and happened before. The invoice Had the following bank information and needs to be looked into:Bank **************************** Name: Varo Bank Bank Address: ***************************************** Account Name: ************************* Account Number: ******** Routing Number: *********
Business response
10/04/2024
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 ********************************************************************.

Customer response
10/04/2024
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
09/25/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing in response to your recent correspondence regarding the $500 disputed transaction dated April 17, 2024, at B&H PHOTO. Let me reiterate in no uncertain terms that I did not authorize or perform this transaction. I have already informed you that my personal information, including my drivers license and debit card, was photographed by a representative at ***. Despite notifying **** of this serious breach, you failed to promptly shut off my card or issue a replacement, allowing fraudulent activity to occur. This negligence is unacceptable.The documentation you provided as so-called "evidence" does not support your claim that I completed this transaction. In fact, the documents state that authorization was not performed, or there was a problem preventing verification. This clearly indicates an issue with the transaction, further supporting my case that this was unauthorized. Its alarming that despite this clear evidence, VARO has chosen to wrongfully deny my claim.Additionally, it is troubling that CVS unlawfully scanned my drivers license, capturing my personal information without my consent, which I have also highlighted in my previous communications. This practice is a breach of privacy and only exacerbates the concerns regarding this *************** are now in violation of the time frame legally required to resolve this dispute. ***** handling of this issue has been neither timely nor competent, and I will not allow you to unjustly take my $500. Your failure to act on the evidence presented, along with your delayed response, is both irresponsible and unacceptable.I demand that you immediately reverse this decision and credit my account the full amount of $500. I will not hesitate to escalate this matter through the appropriate legal and regulatory channels if a resolution is not provided promptly. Your company's disregard for customer protection and transparency will not be tolerated.
Customer response
10/05/2024

Complaint: 22337958

I am rejecting this response because:Dear Better Business Bureau,
I am writing to inform you that I do not accept VARO's response regarding my disputed transaction. Despite multiple attempts to resolve this matter, VARO continues to deny my legitimate dispute and ignore the facts I have presented. Their refusal to investigate the matter properly, despite clear evidence of an issue, is unacceptable and a failure of their responsibility as a financial institution.
In particular, **** has failed to acknowledge their own system documentation, which clearly shows a verification problem with the transaction in question. Additionally, their customer service has been unresponsive and uncooperative, offering no valid explanation for why they have not rectified the situation. This demonstrates a clear lack of compliancewith standard banking dispute processes and customer protection policies.
I have provided VARO with ample evidence and detailed explanations, yet they continue to dismiss my claims without proper investigation. Their actions are not in line with acceptable business practices, and their repeated disregard for my concerns leaves me no choice but to escalate this matter.
I respectfully request that the Better Business Bureau intervene on my behalf to ensure that **** is held accountable for its failure to address my dispute and that they take the necessary steps to resolve this issue fairly.
Thank you for your assistance in this matter. I look forward to your guidance and support in ensuring **** complies with their obligations.
Sincerely,
********* ******

Sincerely,

********* ******
Business response
10/11/2024
Hello,

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

In order to protect your online privacy, weve responded to your concern directly. If you are a Varo customer, we have responded directly to the registered email account we have on file for you. If you are not a Varo customer, we have responded directly to the email associated with your complaint.

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 **************************************************************************;
Initial Complaint
09/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
So I got this check in the mail. I have called the number I was provided. Only wants to correspond on their website. I can not get ***** of customer *** through their 800 number. Is this a scam? Its weird that you cant talk to anyone through 800 number or **********. Both phones will not allow you talk to them. Varo address P.O. Box 108 ****** it *****
Business response
10/01/2024
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 ********************************************************************.
Initial Complaint
09/24/2024
Complaint Type:
Billing Issues
Status:
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.
On 6/11/2024, in my Varo secured believe credit account. A charge if $1208.98 was processed without my permission. I dispute it and they resolved in my favor. However they credited my account only what they wanted despite my funds in my secured account. Which should allow only transactions up to the secured amount right? Well this did not take place. Ive sent numerous emails and called customer support who just lie every time I am sick of this I want my money now.
Business response
10/03/2024
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 ********************************************************************.

Customer response
10/03/2024

Complaint: 22330617

I am rejecting this response because: Varo Bank is not willing to make this right and are trying to credit what they think I should get not what I am sending in proof of the amount I am seeking and have yet to receive they are claiming that the amount they credited was final. Well this is not for them to decide they are to go by what I say, what I authorized. Never what they feel. How dare they, its as if they are trying to make sure the money I had in there before is spent making it so I owe them ****** how does that even happen. I am demanding my full amount back and my account restored and my $255.00 back in my account. Until then I will continue seeking the right support. This is unbelievable!

Sincerely,

***** *****
Business response
10/09/2024
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 ********************************************************************.

Customer response
10/09/2024

Complaint: 22330617

I am rejecting this response because:
Varo Bank is still not acting in favor of my account or are they being fair. Yet they are being deceptive and misleading. They will not fix their error in returning my money and funny thing about this all is due to an unauthorized transaction Varo Paid the unauthorized amount and what they think I owe this merchant and now I owe Varo 70 $ and they are not they have nada it clear that they are not giving me back my money and are reason for my repossession. They must be held responsible and return all my money as directed and mandated by law. My money is not negotiable.

Sincerely,

***** *****
Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a debit card in the mail from this company that I NEVER applied for. I'm not sure how this happened but I want the account closed because it was opened without my permission. And if this is on my credit report, I want it removed.
Business response
10/02/2024
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 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 ********************************************************************.
Customer response
10/03/2024

Complaint: 22328657

I am rejecting this response because:

i have not received an email from your company and I just checked my spam folder and there was no email there.

Sincerely,

******* *******
Business response
10/09/2024
Hello,

Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint rejection 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 ********************************************************************.
Customer response
10/10/2024
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
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The first time I heard of Varo was when I received an email from them on July 30 thanking me for updating my email address. I disregarded it as a phishing attempt and didnt think anything else about until I received another email the next day welcoming me to Varo Bank. At that point I started to become concerned about identity theft and attempted to contact this online only bank via their support system. I received no acknowledgment of my submission but did receive another email 8/1 telling me my debit card was on the way. My concern increased and I tried calling them but they apparently have no humans that you can converse with. Their phone system just provides email addresses for contacting them. So I tried emailing their identity theft email. Again no response. I finally reported them to the *** for questionable business practices. I did receive a debit card in the mail which I did not activate but am retaining for evidence. The emails then stopped and I thought that maybe they finally got my messages. Then today I received a check from Varo in the mail for 34 cents! No explanation for what it was for - just the note that for best results I should take it to a ********** branch to cash it. Im now assuming **** is affiliated with ***** and is somehow trying to trick me into lending some legitimacy to an account they created in my name. Varo/***** can keep their 34 cents. The check will be added to my file of evidence in case its needed for future litigation. For now I want them to close any account they created without my permission and cease any further contact or future solicitation.
Business response
09/30/2024
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 ********************************************************************.
Customer response
10/01/2024
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
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is the second time my account was placed on a hold and I was unable to access my funds until varo decided to contact me with further information. The result this time was to close my account and hold on to my social security deposit until varo decides to send me a refund check. They have 14 days to do so meanwhile my landlord and the power company won't wait and I've received an eviction notice and late fees for both. Contacting customer service as well as sending emails gives no results and the fraud department which they refer to as the back office has no contact besides through email which they refuse to give and email address but offer to contact on my behalf. I want evidence of what prompted this financial institution to suspect fraud both times the day I received the only deposit that this account was used for a check directly deposited from the ******************************. Secondly after closing my account the only remaining access I have is to view statements or update my address. There was no update made to my login information after regaining access and I was allowed to update my address however I question if my account was under review it seems odd that no extreme measures were taken to update the address where my refund check will be mailed
Business response
10/01/2024
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 ********************************************************************.
Customer response
10/01/2024

Complaint: 22324508

I am rejecting this response because:
I do not except this explanation. I understand that an account may be closed at the discretion of the bank but I don't understand why when asked to provide information about the activity all I received was generic information. I want specific activity that apparently was suspicious. I find it suspicious that I receive a direct deposit once a month the 3rd Wednesday of every month available for early withdrawal the Friday before because that's what this bank offers and I immediately withdraw it the same day with no ************** until the next month with the same activity. At what point was there suspicious activity? This should not be a difficult question to answer. Further more it's more suspicious that this "suspicious" activity is discovered the day before my direct deposit is to be available for withdrawal.

A timely response with accurate information will be appreciated.
Sincerely,

***** *****
Business response
10/08/2024
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 ********************************************************************.

Customer response
10/08/2024

Complaint: 22324508

I am rejecting this response because:
I received the same email as before. I still can't understand why varo will not provide proof of suspicious behavior. It appears this financial institution is the culprit behind this behavior since I have stated that there was no activity prior to my check deposit. This is just a way to hold my funds for the bank to collect interest on. This will be the information I provide to anyone I warn against staying away from this bank. I have contacted an attorney and they are interested in pursuing. I'm out around $400 in late fees from both times my deposit was held from me plus the gas I used to drive over an hour to another state to cash the check for my refunded balance after the account was closed since I was unable to cash anywhere else other than the bank the check was issued from because no other bank could get customer service to verify the check since the agent didn't have access to a closed account. Completely bizarre business practice in my opinion.
Sincerely,

***** *****
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I received a phishing email asking me to unfreeze my account for the ability to borrow from ****. I unfroze it and my money was stolen. different varo to varo transfers were made to 2 people I do not know. I never authorized this. Varo gave me the run around, asking me to email them which then gave me a different email address. The phone number for disputes never gave me a live person like they claimed. The chat people were useless as well, they did nothing to get my money returned except tell me to file a claim which I did. I have been a customer for years. I am very dissatisfied with how this has been handled. This was all the money in my account and they don't care. I want my money returned and I will NEVER do business with Varo Bank again.
Business response
10/02/2024
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 ********************************************************************.
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
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.
I received an email from **** stating that I had opened an account, which I have not done. I have sent multiple emails and have never received any response. I have also called this company, but they do not have a system that allows you to speak to anyone or leave a voicemail. There is no other means to get a hold of anyone at this company to verify or discuss anything. I would just like to confirm that there is no account under my name or email. I have had issues with identity theft in the past, so its important for me to hear back. Im disappointed with their lack of communication and response to my issue. Im also concerned for any of their customers that are unable to reach them.
Business response
10/02/2024
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 ********************************************************************.
Initial Complaint
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I received a debit card in the mail to be activated but I have never attempted to open a Varo account.
Business response
10/01/2024
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 ********************************************************************.

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