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:03/29/2024

  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 did a Varo pay anyone transaction. When you do this you can input the phone number or the email address to the person you are sending it to. I put in the phone number of the contact I have I contacted her later to see if she received it and she had gotten nothing. I looked at the transaction details and it sent it to an email address that I don't even know to a totally different person so I called to dispute it and informed **** of this. This is their error I did not enter the email address. The money got sent to a person I don't even know by their email which I did not input and I called and customer service told me there was nothing they could do about it. Gave me no option whatsoever to get this resolved except to contact the person that got sent to and I asked them how am I supposed to do that when I don't even know who this is and I have no way to contact them. He just offered no resolution whatsoever and this is their error. I have the phone number to which the money the money was sent from me, I did not send the money to the email address that is on the transaction, **** did that

  

  Business Response

  Date: 04/06/2024

  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

  Date:03/28/2024

  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 submitted a dispute to **** in regards to refund I was supposed to receive from ******** ******* was supposed to refund me $162.09 because they damaged my food order. I never received it so I sent a dispute to Varo. I provided Varo them with a screenshot conversation with ******* which included the date, time and order number. The screenshot stated that ******* would refund me in 7 to 10 days. Around the first of February they placed a $162.09 credit hold locked on my account, which did not go into my balance and I could not use. Basically this credit was in space and it would either physically be added to my account when the dispute was over or would just fall off. They did not complete my dispute correctly because they did not look at my documentation I sent them. Not only that that actually deducted $162.09 from my account and claim that is was the provisional credit. Mind you this credit was never received because it was locked on the card, its was basically in space, The correct action would have been to remove the locked credit hold and not remove my actual money from my balance!! I am considering sueing them, because I called and appealed this action to be settled and refund me my money! This is unfair practices and I do not have additional money to just give them!!! No one listens to them and they do not have an actual compliant department just an appeals and intake department. THEY STOLE MY $162.09 and I want it back!

  

  Business Response

  Date: 04/05/2024

  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

  Date:03/28/2024

  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.

  On March 11, 2024, I used my Varo Money debit card at a hotel in ********* ********, to cover incidental charges that were required by the hotel. I was told by the hotel that the charges would be reversed/refunded within 3-5 days after the conclusion of my stay. This transaction went as a pending transaction, or preauthorization hold, on my card on March 11, 2024. I checked out of the hotel on March 14, 2024. The pending transaction is for $100. According to the hotel, the hold should have been released by March *****, as per their 3-5 day guideline. It is now March 28, 2024, and the hold of $100 is still pending on my debit card through Varo Money, which is 8-10 days after I was told that the money would be returned to my card. When I contacted Varo Money about this situation, I was told that the money should go back on my card when the merchant reverses the hold. That hold was reversed in March 14th according to the hotel. When the money did not go back on my card, I again called the hotel about 3 days later, and they said that they were manually reversing the hold again, and I should see it in my bank account within 24 hours. As stated above, the hold is still pending at this time, 8-10 days after the transaction should have been credited back. I again contacted **** about this situation, and they then told me that it could take up to 31+1 days (32 days) for the transaction to be credited back, and that this was per **** guidelines. I need access to this money, and the fact that Varo is still holding it up to 32 days is ridiculous. I am filing this complaint because I can not seem to get any resolution through dealing with Vary by myself, and I am hoping that the BBB can assist me in getting resolution for this issue. Noone can seem to give me a clear answer about where my money is or how long its going to take to be returned back to me.

  

  Business Response

  Date: 04/05/2024

  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

  Date:03/28/2024

  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.

  Today is March 24th 2024 I just lost my ENTIRE direct deposit because varo Bank cannot get their app fixed.THE APP WENT DOWN AND NO ONE WAS NOTIFIED They're going to try to say that I spent all $1,160 and that did not happen. I just got the deposit at 9:00 and the app went down.I want this fixed I want every last dollar that was taken from me on March 24th and that is $1,161.61 I use that to pay my rent I just got out of a homeless shelter located on ********************* I do not want to go back because I have a bank that breaks all the time. I don't want to be homeless I don't want to be homeless make varo bank give me back all of my money back IM SCARED I'VE ONLY PAID MY RENT LATE ONCE I WILL NOT BE LATE AGAIN.My varro believe account has ******************************************************************************************************************************************************* I am beyond upset SCRAMBLING and breaking things in my apartment I'm very very upset.

  

  Business Response

  Date: 04/03/2024

  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 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.
  

  
  

• Initial Complaint

  Date:03/28/2024

  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 am getting emails from you all about a verification code and welcoming me to your bank. I never signed up for these emails or this bank. Im reading things online and its giving me pause to email because I dont want to be hacked. Im worried my credit *** have been compromised. *** tried to call and been unsuccessful. This whole bank is giving me vibes of scamming. Im not leaning solely on communicating through electronic channels if Im already worried about my identity. I need to know why and who opened an account and why you are not cracking down on this? I need the account closed asap.

  

  Business Response

  Date: 04/12/2024

  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.
  
  

• Initial Complaint

  Date:03/27/2024

  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.

  Varo Bank is down with no warning or explanation.. haven't been able to access my money today or get gas to go to work this evening???? i would like to be reimbursed for a days work.. smh AS SOON AS THIS ISSUE IS RESOLVED, I'M GOING TO **** OF AMERICA??

  

  Business Response

  Date: 04/02/2024

  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

  Date:03/27/2024

  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.

  Ever since varo bank reinstated my account my zelle app does not work I keep telling them there a problem and there not looking into the issue im telling them and it say my account is not eligible to use zelle and I've been fighting with varo for weeks to get this resolved and still nothing if this is not fix and I can't use my zelle account im calling my lawyer and sueing varo bank and they also made my account limited and I dont know why so my resulting to this is to let me use my zelle account again without it saying I'm not eligible

  

  Business Response

  Date: 04/05/2024

  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 Answer

  Date: 04/06/2024

   
  Complaint: 21496862
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/25/2024

  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 received a welcome to Varo e-mail regarding a debit card in my name in February 2024. I immediately try to contact the company via ***** number to fix the situation because I did not open this account. I could not reach anyone unless I opened an account and chatted thru app messenger, which I did so I could remedy this situation. I explained to the staff thru the app what had happened. Instead of closing the hacked account, they closed the account I personally opened. I could not contact them thru the app after my account was closed. I sent 3 emails explaining the situation and the urgency to contact me personally thru the phone.I got an email response 1.5 months after(the email stated within the automatic response to my first email that company response within 2 business days) saying the situation had been fixed since I had an account closed already. This business does not have an easy way to contact customer service, a customer should be able to talk to someone physically on the phone to remedy any situation, especially when it comes to stolen identity.

  

  Business Response

  Date: 04/03/2024

  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 www.varomoney.com/support.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21485987
  
  I am rejecting this response because:

  with a severe case like this I should have received this informational email before I was forced to make a complaint on an engine like this. The email I sent asked for the last 4 digits of each phone number opened with my name for documentation purposes. I also asked for the dates and times the accounts were open and closed. All understandable requests for such severe case; all requests were not completed and the email reported all accounts under your name were closed. With no explanation, account numbers or any real documentation. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/12/2024

  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 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

  Date:03/25/2024

  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.

  In February, 2024 I opened both a new Varo Checking and Savings account through a referral with the terms specified from website: "New customers will: Register your email with the unique referral link your friend gave you and open a new Varo Bank Account. Make a qualifying deposit into your new Varo Bank Account totaling at least $20 using external sources. Make qualifying purchases totaling at least $20 using your Varo Debit Card within 30 calendar days of when your new account was opened." I successfully registered my e-mail through referral link. I made two $500 deposits into my savings account from external sources on 2/17 and 2/19. And I used my Varo Debit on 3/10, which was within 30 days of opening my accounts. I never received bonus. When I tried looking for customer service phone number, I only found e-mail address on website. I composed e-mail with complaint and sent, but that was a waste of time because response was that they were not accepting e-mails and to contact them via chat. I did so, explained above, and was promptly told I didn't qualify for bonus and then they disconnect without giving me a chance to respond. After connecting with another agent, I re-iterated situation and they told me I did not qualify because I did not deposit money into "checking account". I told them website did not specify "checking account" it only said "bank account". My savings account is indeed a "bank account". After connecting with a supervisor I was assured they would try to resolve this, but waited for 45 minutes. When I mentioned I would go to BBB.org to resolve, I was promptly disconnected. This company is demonstrating deceitful wording in their offer and horrendous customer service, especially to an elderly individual who doesn't often bank online. I want my promised $30 bonus, as well as the $30 bonus to go to my referrer (referrer e-mail: ********************

  

  Business Response

  Date: 04/03/2024

  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 www.varomoney.com/support.
  
  

• Initial Complaint

  Date:03/25/2024

  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.

  In February, 2024 I opened both a new Varo Checking and Savings account through a referral with the terms specified from website: "New customers will: Register your email with the unique referral link your friend gave you and open a new Varo Bank Account. Make a qualifying deposit into your new Varo Bank Account totaling at least $20 using external sources. Make qualifying purchases totaling at least $20 using your Varo Debit Card within 30 calendar days of when your new account was opened." I successfully registered my e-mail through referral link. I made two $500 deposits into my savings account from external sources on 2/17 and 2/19. And I used my Varo Debit on 3/10, which was within 30 days of opening my accounts. I never received bonus. When I tried looking for customer service phone number, I only found e-mail address on website. I composed e-mail with complaint and sent, but that was a waste of time because response was that they were not accepting e-mails and to contact them via chat. I did so, explained above, and was promptly told I didn't qualify for bonus and then they disconnect without giving me a chance to respond. After connecting with another agent, I re-iterated situation and they told me I did not qualify because I did not deposit money into "checking account". I told them website did not specify "checking account" it only said "bank account". My savings account is indeed a "bank account". After connecting with a supervisor I was assured they would try to resolve this, but waited for 45 minutes. When I mentioned I would go to BBB.org to resolve, I was promptly disconnected. This company is demonstrating deceitful wording in their offer and horrendous customer service, especially to an elderly individual who doesn't often bank online. I want my promised $30 bonus, as well as the $30 bonus to go to my referrer (referrer e-mail: ********************

  

  Business Response

  Date: 04/03/2024

  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 www.varomoney.com/support.