ComplaintsforBeem

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the SECOND time I have file a plan at his business. Back in feb of this year they charged me $77 unauthorized .They said it was my fault for not canceling my subscription, but I had been trying to cancel it for months prior. You guys resolve my issue, and assured me that my account was closed. Two days ago BEEM debited another $43 for a subscription they said was closed. They have refused once again to refund me. This is the original complaint # from Feb ********. I have attached the screen shot from The original complaint. I also attached a screen shot from June 24th where they are claiming I STILL have an account even though they assured me it was closed during the first complaint I filed.

  Business response

  06/28/2024

  Dear BBB Team,

  This is in reference to the complaint number ********.

  Thank you for bringing your concerns to our attention regarding the explanation of the billing from Beem (formerly known as Line). We understand your concern and would like to provide you with some clarification.

  Account Created Date: March 30, 2022
  Subscribed Date: July 16, 2023
  Last Everdraft Taken Date: N/A
  Overall Pending Dues: $0 

  The line was rebranded as Beem in June 2023.The user's subscription has been active since July 2023. 

  The user approached the support team for the first time on July 17, 2023, mentioning that they were unable to withdraw funds and wanted to downgrade the plan from $9.97 to $2.47. Our support team checked with our internal team and informed the user to downgrade to the Plus plan. Once done, the user will be refunded for the Pro plan on July 20, 2023. There was no further communication from the user, and the chat was closed on July 20, 2023. A reminder email was sent to the user on August 1, 2023, but we received no response until July 22, 2024.

  The user approached our customer support team for the second time on February 27, 2024, requesting a refund of the subscription fees collected by Beem from September to February, totaling $62, plus a $15 late fee. Our support team explained that since the subscription was active, we collected the fee for the last 6 months and informed the user that we could not initiate a refund as per the terms of use. We requested the user cancel the subscription via the app or website (email screenshot attached). The subscription has not been canceled to date.

  The user approached the ******************** on February 28, 2024. We received an email from the BBB and explained the subscription fee charges. We also mentioned that we could not refund the subscription fee and that the subscription was canceled. We apologize for any inconvenience caused. Due to unforeseen reasons, the subscription was not canceled in March 2024. Therefore, we are processing the refund of $69.85 (charged from March 2024 to June 2024) and have successfully canceled the users subscription. The funds will take 3-5 working days to reflect in the bank, as per banking standards.

  Thank you for your cooperation.

  Regards,

  Beem Support Team

  Customer response

  06/28/2024

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

  Customer response

  06/28/2024

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beem has been charging my bank account numerous times for their services when I have never used the services and are trying to charge me over 40 dollars just to cancel the service. I would like my financial information removed from them and canceled because I never used this service

  Business response

  06/26/2024

  Dear BBB Team,

  This is about complaint number ********. Thank you for bringing your concerns to our attention regarding the Explanation of the Billing from Beem (formerly known as Line). We understand your concern and would like to provide you with some clarification.

  Subscription Details:
  Subscribed Date: November 17, 2022
  Last Everdraft Taken Date: November 25, 2022, for $20 via instant transfer to a debit card ending with 6425
  Overall Pending Dues: $49.58
  Subscription Dues: $34.58 (from March 2023 to June 2024)
  Late Fee: $15

  The Line was rebranded as Beem in June 2023. The user signed up for Line and took multiple Everdrafts in 2022 (Details in the attachment) . The user did not cancel the monthly subscription. 

  The customer availed the instant cash product (Everdraft) in the Line app (formerly known as Beem). To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing of this product, the customer agreed to the Terms & Conditions, authorizing Line (Beem) to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay the incurring late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  This user approached the support team on June 9, 2024, to cancel the subscription, stating, "I don't recall signing up for this." Our support person explained the user had an active subscription from March 2023 to June 2024. To cancel the subscription, there should not be any outstanding dues. The user mentioned they do not want to pay this amount and requested a refund of the $2.47 transaction initiated on June 4, 2024.

  As a customer-centric organization, we would like to offer a waiver of the late fee of $15 as an exception. The user needs to pay the pending subscription fee of $34.58 (from March 2023 - June 2024) via the app or using the payment link: ( *****************************************************)

  Regards,
  Beem Support Team

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The beem app stole my subscription fee on the basis that they would offer me a withdrawal/everdraft of $20+ .. yet the app continued to take me to the transaction list when i hit everdraft, and said no withdrawl amount when i hit withdraw.. i paid for this stupidity to not happen, and reached out to ***** at customer support but she rebuked me and i have not been refunded my subscription fee

  Business response

  06/22/2024

  Dear BBB Team,

  Thank you for bringing this matter to our attention.

  We appreciate the opportunity to clarify the situation regarding Consumer Complaint ********.

  As per our records, the customer initially subscribed to Plus plan by paying $5.97 and withdrew $5. After 2 hours, the user attempted to unsubscribe, at which point the subscription boost was unlocked. The user paid dues of $5 on their own on the app and continued with the unsubscription process on the app. Even though a subscription boost became available during the unsubscribe process, the user went ahead and unsubscribed from the $5.97 plan. This unsubscription resulted in available balance being reduced to $0.

  Also, subscription boosts are unique to each subscription period. If the user subscribes later on, the user will not receive a boost again and this policy is in place to ensure fair usage and maintain the integrity of our subscription benefits.

  The user reached out to the support team to seek support on 18th June 2024. The user withdrew $5 at 9:00 am and paid back the $5 at 9:03 AM. After this the user reached out to support mentioning that she is unable to use the given everdraft benefit and our support team raised the issue internally to be looked into and asked the user to wait ***** hours for the issue to be resolved. However, in the meantime the user unsubscribed at 11:14 AM and requested a refund of the subscription fees. As the user unsubscribed the available benefits including boost changed to $0.

  Now if the user re-subscribes the boost will not be available however the user can avail everdraft basis the limit assigned while re-subscribing. As the user initially utilized the product by withdrawing an amount from everdraft we will be unable to refund the subscription fees.

  We apologize for any confusion or inconvenience this may have caused the customer. We are committed to providing clear communication and excellent service to all our users.

  If there are any further questions or if additional information is needed, please do not hesitate to reach out.

  Thank you for your understanding and cooperation

  Regards,

  Beem support team 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a subscription for $5.95 and suddenly the amount of m money they offered me dropped from $10 to $5. So I accepted the $5 after they took the $5.95 from my checking account and dropped my offer amount. Then I never receive the $5 that showed on their end I received it. Mines you I just placed this subscription less than 12 hours ago so I chat with support and not only are they advertising false claims I all her to cancel my description and she tells me no that cant happen until next month and Im still responsible for the $5.95 fee. So I try to cancel myself and it wont let me until I repay the $5 I never got and pay the subscription fee as well. It wont let me remove my checking account either. Its only $10 so not that big of a deal but if they do this to multiple people they are fraudulently taking peoples money!

  Business response

  06/18/2024

  Dear BBB Team,

  Thank you for bringing your concerns to our attention regarding the explanation of the billing from Beem. We understand your concern and would like to provide you with some clarification. 

  Subscribed date: June 16, 2024
  Last Everdraft taken date: June 16, 2024 for $5 via bank transfer
  Everdraft dues: $5
  Overall pending dues: $5 

  The customer has availed the instant cash product (Everdraft) on the Beem app. To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing this product, the customer agreed to the Terms & Conditions, authorizing Beem to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay the incurring late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  This user approached the support team on June 16, 2024. Our support team reviewed the user's account and mentioned that the user was qualified for an Everdraft balance of $10. To access these funds, the user needed to choose a Pro subscription plan for $12.97, whereas the user selected the Plus plan for $5.97. User can access $5 with Plus plan  Additionally, with this plan, the user receives Job Loss and Disability protection, covering up to $1000, identity theft protection upto $1Mn , monitor credit score , send money respectively.

  The funds withdrawn by the user for $5 via bank transfer take 3-5 working days to reflect in the bank account. In case the user doesn't want to continue, they need to pay the pending dues of $5 via the app or via a payment link (*****************************************************) and cancel the subscription.

  We are happy to help with any further queries. 

  Thank you,
  Beem Support Team

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  App will not allow me to cancel my subscription and continues charging me a monthly fee though I have asked multiple times to stop the subscription.I understand that I have "dues owed" but I do not consent to a monthly subscription any longer. I will pay what is owed as soon as I'm able to but I do not consent to any further charges being added to my account and want my subscription canceled immediately.

  Business response

  06/18/2024

  Dear BBB Team,

  Thank you for bringing your concerns to our attention regarding the explanation of the billing from Beem (formerly known as Line). We understand your concern and would like to provide you with some clarification.

  Subscribed date: December 27, 2021
  Last Everdraft taken date: November 19, 2022
  Last Everdraft partially paid date: January 18, 2023
  Subscription dues: $19.76
  Everdraft dues: $26.86
  Overall pending dues: $46.62

  The customer availed the instant cash product (Everdraft) on the Line app, which was rebranded as Beem in June 2023. To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing this product, the customer agreed to the Terms & Conditions, authorizing Line (Beem) to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay the incurring late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  This user approached the support team on June 16, 2024, to cancel the subscription. Our support team informed them that to cancel the subscription, there should not be any outstanding dues. The user acknowledged the dues owed and expressed intent to pay when able but did not wish to continue the subscription. Since the subscription is active, only then is the user able to withdraw funds. 

  The user need to pay the outstanding dues of $46.62 via app or with payment link (*******************************) to proceed further with cancellation of subscription.

  We are unable to waive the subscription fee as we were alreadywaived $15 late fee on June 15, 2024.

  We are happy to help with any further queries.

  Thank you,

  Beem Support Team (Formerly known as Line)

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beem (formerly Line) is a Android/iPhone app that offers financial monitoring and cash advances through a subscription plan. When you log into the app, it will say that you have a certain amount of money available for an advance IF you pay for a subscription. Once you pay the subscription, it says you are ineligible for the advance, making the subscription purchase fraudulent.

  Business response

  06/18/2024

  Dear BBB Team, 

  Thank you for bringing your concerns to our attention regarding the explanation of the billing from Beem (formerly known as Line). We understand your concern and would like to provide you with some clarification. 

  Subscribed date: June 20, 2022
  Last Everdraft taken date: September 7, 2023
  Last Everdraft paid date: January 19, 2024
  Unsubscribed date: June 12, 2024

  The customer availed the instant cash product (Everdraft) on the Line app, which was rebranded as Beem in June 2023. To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing this product, the customer agreed to the Terms & Conditions, authorizing Line (Beem) to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay the incurring late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  
  This user approached the support team on June 13, 2024, stating they were unable to withdraw funds, and left the chat while our support person was assisting. The support person sent a reminder message and closed the chat. 

  As we see, there are no issues from our end. The user should be able to re-subscribe and access the funds. We are happy to help with any further queries.

  Thank you,
  Beem Support Team (Formerly known as Line)

  Customer response

  06/18/2024

   
  Complaint: 21842265
  
  I am rejecting this response because:

  (1) I kept Beems support chat open for 3 days. A support agent didnt reply until Day 4. My original request was for a reversal of subscription fee due to an undelivered product (Everdraft cash advance) which I never received.

  (2) Beem claims if I reopen the app, and pay *another* subscription fee I will have access to funds that is absolutely untrue. Beem is currently making most if not all of their funds from fraudelent subscription fees with no product rendered. 
  

  (3) To disguise this scam Beem is also creating fake reviews on Android and Apples App Store.

  (4) I have since also disputed this with my bank.

  Sincerely,
  
  *******************************

  Business response

  06/19/2024

  Hi BBB team,

  This is in reference to Consumer Complaint 21842265.
  
  Here are the responses to the points raised by the user with the ******************** team
  

  Point 1: The user approached the support team on June 13, 2024, at 3:48 am, stating that they qualified for $40 but were unable to access it and requested a refund of the subscription fee. Our associate responded to the user at 3:50 am with an introductory message. The customer mentioned that they needed a refund as they were unable to withdraw the $40 at 3:57 am. Our support person responded at 4:05 am with an apology, stating that since the subscription was already canceled by the user, we are unable to refund the subscription fee. After that, there was no response from the user (From 13th June 4.05 am) . Our support person sent a CSAT and closure message, then closed the chat on June 15, 2024, at 10:57 pm.

  Point 2: The subscription was canceled on June 12, 2024, and is now inactive. To access the Everdraft, the user needs to have an active subscription. The user needs to pay the subscription fee of $2.47 to access the $40, along with other benefits provided with this plan, such as sending money, credit monitoring, and identity theft protection. We will also extend the renewal date for 30 more days from the day the user re-subscribes.

  Point 3: We appreciate your feedback and want to assure you that we take all reviews seriously. We would like to clarify that we do not control the reviews posted by customers. Each review reflects the individual experiences of our users, and we encourage them to share their honest opinions. While it is possible that some customers may choose to use similar wording, please rest assured that these reviews are voluntary.

  Point 4: Our Risk team will review and respond to the dispute raised with your bank.

  If you have any additional concerns or need further clarification, please let us know. We are committed to resolving this matter to your satisfaction.

  Thank you,

  Beem support team.

   

  Customer response

  06/20/2024

   
  Complaint: 21842265
  
  I am rejecting this response because:

  1. Still took over 48 hours for an agent to respond to the inital help request, by your own records and testimony, which is unacceptable for any reputable business.

  2. No consumer is paying another subscription fee for a product not rendered the *first* time they paid for a subscription. Wholly fraudulent.

  
  Sincerely,
  
  *******************************

  Business response

  06/24/2024

  Hi BBB Team,This is in reference to complaint ID - ********.

  We understand the importance of timely communication and strive to resolve customer issues promptly. In this user's case, our support team kept the chat open for 48 hours as we did not hear back from them. We keep the chat open because if in case user replies back its on the same thread and we can action it accordingly. We closed the chat after 48 hours because there was no response from the user end.

  Regarding the re-subscription, we are suggesting the user to re-subscribe however it's completely up to users discretion to re-subscribe or not. However, we want to clarify that an active subscription is necessary to access Everdraft and other benefits.

  As a customer-centric organization, we would like to offer an exception and refund the subscription fee of $2.47. The user can then re-subscribe to continue using Beem. The refund process typically takes 3-5 business days from the initiation date.

  We are committed to helping our users and are happy to assist this user further.

  Please let us know if you have any questions or require additional information.

  Thank you for your understanding.

  Best regards,
  Beem Support Team

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a subscription with beem formerly known as line cash advance and at first they offered good services but they recently changed something to their services and in October 2023 I was no longer able to use the app they continued to take the subscription fees out of my bank and I continued to try to use their services but still was not able to so I took my banking information off the apptheyre continuing to charge me for this service and now theyve added a 5.00 fee even after I asked them to cancel this subscriptionI was told Id have to pay these fees before they can cancel my account.i will not pay fees for services I was not able to use

  Business response

  05/31/2024

  Dear BBB Team,

  Thank you for bringing your concerns to our attention regarding the billing explanation from Beem (formerly known as Line). We understand your concern and would like to provide some clarification.

  Subscribed date: May 21, 2022
  Last Everdraft taken date: October 30, 2023
  Overall pending dues: $2.47 (Subscription dues for the month of May 2024)

  The customer has availed of the instant cash product (Everdraft) on the Line app (rebranded as Beem). To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing of this product, the customer agreed to the Terms & Conditions, authorizing Line (Beem) to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  The customer approached our support team on May 27, 2024, and requested to cancel the subscription due to an inability to withdraw Everdraft funds. Our support person asked the user to reconnect their bank account since our banking partner recently changed from Plaid to MX. Once the bank is reconnected via the MX flow and the debit card is verified, the user should be able to withdraw Everdraft funds.

  The user mentioned they would not pay the dues and asked to stop charging from the the bank (this policy applies only to accounts with no outstanding dues. For accounts with outstanding dues, customers can request a temporary pause on ACH payment processing by providing a valid reason. However, the ability to pause ACH auto-debits temporarily is limited. Each account is allowed to temporarily pause automatic ACH payment processing three times. During the pause period, the customer will still be billed for the monthly subscription to access other services included in their plan) and refund the subscription fee charged in the past (Feb to Apr $7.41). The user also stated they would report this issue to the Better Business Bureau. 

  Now, the pending dues of $2.47 (May 2024  have been waived, and the subscription with Beem has been canceled. We are unable to initiate a refund of $7.41 (2.47*3) for the subscription fee for the last 3 months, as the user did not approach the support team regarding the bank connection issue in the past three months. 

  Thank you for your understanding.

  Sincerely,
  Beem Support Team

  Customer response

  05/31/2024

  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

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 19th 2024,Currently in a financial situation, I need extra funding hence why I downloaded the Beem app. I looked at their services and decided to go with the highest your plan and put $150 down on a credit line. I made my purchase, money was taken out of my account, But somehow and for whatever reason when I re-open the app did not show my subscription and kept telling me to subscribe. I contacted their support system and had to pull teeth to not talk to a bot. I gave them $172.for a service that I did not have or receive and they told me that it will take 24 to 48 hours to make my benefits accessible , mind you this website promises you instant funds. I feel like to capitalize on people in hard situations and just rob people blind. I dont understand how a business can offer services and then not deliver, or expect me to wait 48 hours knowing Im in a tough spot. I decided I no longer wanted to do any business with this company and requested a refund which they also told me would be another 24 to 48 hours. I had to do some searching on the Internet to find a phone number to call to actually talk to a person. Coincidentally, it was the same person that I was talking to over chat. Thats odd? Right? Nazneen try to help me several hours prior but to no avail. I called the phone number I found for Beem and ******* is who Im talking to? What a small business promising such big things. Another major red flag is that they havent updated the website. They still have the agreements at the bottom of the webpage and their app under 2023. So this is obviously a set of scammers that somehow finagled their way into the App Store to take a vantage of vulnerable people. They have no resources for people in financial crisis right now, they are here does it take further advantage of those people already in hard times. Never in my life have I ever had a representative, specifically the same one Ive been talking to send me an email telling me that ive been refunded, she lied.

  Business response

  05/24/2024

  Dear BBB Team,

  We appreciate the opportunity to address the concerns outlined in complaint number ******** regarding the Explanation of the Billing from Beem.

  On May 21, 2024, the user subscribed to our service and attempted to access funds. Unfortunately, due to unforeseen technical issues, they encountered difficulties in accessing the funds. We promptly resolved the issue on the same day and advised the user to access the funds.

  Subsequently, the user requested a refund for both the subscription fee and the deposit for the grow credit feature. In response to this request, we processed a refund of $172.96 on May 22, 2024. As is standard procedure, refunds typically take 3 to 5 working days to reflect back into the user's debit card account. We ensured that the user was informed of this timeline promptly. 

  We want to assure you that Beem (trybeem.com) is trusted by more than 2 million users globally. We pride ourselves on providing reliable services, including emergency funds through Everdraft, for qualified users in need. We understand the importance of trust and transparency in financial services, and we strive to uphold these values in every interaction.

  We apologize for any confusion or inconvenience caused during this process. Our customer experience associate diligently followed up with the user, providing updates on the refund status and the expected timeframe for the funds to reflect back into the user's debit card account. We are committed to providing excellent customer service and ensuring that our users' concerns are addressed promptly and effectively.

  We trust that this explanation provides clarity on the situation at hand. Should you require any further information or assistance, please write to us.

  We are dedicated to resolving any outstanding issues and ensuring the satisfaction of our users.

  Thank you for your attention to this matter.

  Sincerely,

  Beem support team 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around March 14, 2024 I unlinked a bank account that i had in the Beem app and added a different bank account instead. I had been trying to delete my Beem account but it would never let me.The last time I used the app was on or around March 14th when I linked a different bank account. On April 24th, 2024 I noticed a $5.97 debit in the account that I had unlinked from Beem. I was confused because I didnt know how they were able to still use the account I had unlinked. I messaged Beem support 3 different times and chatted with 3 different representatives on April 24th to get this credited back to the unlinked bank account. All three times, after going into detail and length about this charge and how I wanted it credited back to the bank account that they were not authorized to debit anything out of, I get kicked out of the app. And they kept telling me that subscriptions were non refundable and thats the problem I have. They took it upon themselves to debit an unlinked bank account and thats illegal. I want my bank account credited $5.97 and I want my Beem account deleted. They also kept telling me that this bank account was showing that it was linked but on my end it was not linked and should not have been linked.

  Business response

  04/26/2024

  Dear BBB team,

  This is in reference to the complaint number - 21621682

  Thank you for bringing your concerns to our attention regarding the Explanation of the Billing from Beem ( Formerly known as Line)  We understand your concern and would like to provide you with some clarification.

  Subscribed Date: 17  February  2024
  Last Everdraft Taken Date: The user took a $5 everdraft on 14 March 2024 for a Bank transfer
  Everdraft Pending dues: $5 (Everdraft)
  Monthly Subscription Fee: $5.97 

  A bank account ending in 0092 was linked to Beem on February 17th, 2024, through Plaid, our banking partner at that time. The transaction history associated with this account allowed the user to qualify for **********************'s Everdraft feature with $10 limit, facilitating a successful $5 withdrawal from the Beem app to users bank account.

  During a recent system update to a new banking partner (MX) in March 2024, unlinking previously connected accounts was temporarily unavailable for all our users. The user added new bank account ending in 3393 and that was successfully linked through MX. We asked our users to link the same bank account through our new banking partner MX which was linked in the past as that is what had made user qualify for Everdraft(screenshot of the MX screen which was shown to all users is attached). The user linked a different account ending with 3393 instead of same 0092.

  The unlinking process was not successful and user connected account remained also as 0092. As our partner changed the same is not reflected in the app to the user. It's important to note that eligibility for Beem's Everdraft feature is based on the initial linked account ****** and doesn't carry over to newly connected accounts like the one ending in 3393. Therefore, making 0092 as qualifying account in our systems.

  In order to remove 0092 completely, user need to unsubscribe from ********************** app and then resubscribe using 3393 account and then Everdraft qualification will be provided based on 3393. The recent everdraft which was taken by the user on 14th March 2024 was deposited to account ending with 0092 and as this was the account with verified debit card, subscription dues of $5.97 were debited from the same account. The unlinking from users end was not successful on 14th March 2024.

  As per the screenshot provided by the customer and our internal systems debit card is not linked for the account 3393 and in order to successfully withdraw/qualify debit card linking is required. The previous account ending with 0092 has its debit card linked with our app and we collected subscription fees of $5.97 from account ending with 0092 and not 3393 as all the qualification are based on account ending with 0092. 

  The customer has availed of the instant cash product (Everdraft) on the Line app (rebranded as Beem). To keep this product active, the customer must pay a monthly subscription fee, enabling them to withdraw cash as needed, especially during financial emergencies. Upon availing of this product, the customer agreed to the Terms & Conditions, authorizing Line(Beem) to auto-debit and credit transactions on the bank-issued debit card linked to the app. Additionally, the customer agreed to pay the incurring late fees of $5 every month for every missed subscription, capped at $15 in aggregate late fees. Consequently, any dues, including emergency cash availed and subscription fees, are auto-debited whenever there is an inflow of funds to the account.

  The transaction of $5.97 collected for the pending subscription fee is for the month of March 2024 and we cannot refund the same back to users bank account 0092. All of the users qualification on Beem is based on 0092 account and not 3393. Currently, there is a pending dues of $5 (Everdraft) and once the user pays the existing dues they can unsubscribe and then resubscribe with account 3393 on **********************.

  We hope this helps.

  Thank you,
  Beem support team

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got an email today April 10 about a fee I was getting from Been. I didn't know what beem was or why I was getting charged. So I downloaded the app today. Entered my email address they sent the email too and signed in. I went in and all my info was in this app i never used or downloaded. So I 1st try and delete my bank info and it won't let me. Then I try to delete my account as a whole and it says I have dues. So I go to customer support and talk with A guy and he tells me how to delete my account. I try it it doesn't work. So then he tells me I have fees due. I told him I've never used your app you can see that and I didn't sign up for this app can he please delete my account. He then just stops responding to me.

  Business response

  04/15/2024

  Dear BBB team,

  This is in reference to the complaint  21559004. 
  
  We appreciate you bringing your concerns to our attention regarding the billing clarification with Beem ( Formerly known as Line).  We understand your concern and would like to provide you with some clarification.

  Subscription Date: December 12, 2021
  Last ********* Date: August 17, 2023, for $20 via instant transfer to a debit card ending with 0653 
  Pending ********* dues: $20 and $4 instant transfer fee
  Pending subscription dues: $7.41 ( For the last 3 months )
  Late fee dues: $10

  The user created an account with this email and phone number ************************ and ************  respectively.

  Beem is formerly known as Line. Rebranded from Line to Beem in June 2023 and after rebranding user logged in to the ********************** app on August 17, 2023, and withdrew ********* of $20 Via instant transfer fee. The user was able to link the bank account ending with 5811 on 04 December 2021 and the debit card ending with 0653 and verified post that the user qualified for ********* and has taken funds to the Debit card.

  The user's last login to the app was on April 10, 2024 Before this user logged in to the app on March 12, 2024.

  We have also sent communications to user as mentioned below :
  
  Rate & Review Campaign - July 2023
  MediaAlpha(SMS) - 23/08/23
  Card Collection Failure(SMS): 22/07/23, 25/07/23, 29/07/23, 06/01/2023
  App Down - android(SMS): 24/07/23
  Line to Beem Migration (SMS & PN): 27/06/2023, 14/08/2023, 23/08/2023
  Subscription due pending(SMS): 06/08/2023, 05/09/2023, 05/10/2023, 04/12/2023
  Tax emails: 18/01/2024, 27/01/2024
  Optin emails: 31/01/2024
  ACH Initiated: 08/02/2024

  The user approached the support team on April 11, 2024, regarding the billing and deactivation of the Beem account. Our customer experience team explained about the billing and there are pending dues That need to be paid before deactivating the beem account. Our support team requested to share the bank statement of the bank to which the user was linked at the time of sign-up (Chime checking account ending with 5811 linked in 2021)  but the user sent **** of America statement ending with 0908. 
  
  Also, the user claims to not be using the **********************  app, however we found an account with an email  ( ************************) and and phone  number (************
  ) and customer  used ********* services on August 17, 2023, and Also added a new bank (**** of America ending with 0908 )  on April 14, 2024 and tried to remove old bank accounts linked to the Beem app on April 10, 2024. 

  As of today, all pending dues are $41.41 ( Which includes the last 3 months' subscription fee, ********* dues of $20, a $4 instant transfer fee, and a $10 late fee.The user may cross-check the chime checking bank account statement ending with 5811 for August 2023 and repay the dues via the payment link - ************************************;

  We hope this is helpful. 

  Thank you, 

  Beem support team (Formerly known as Line) 

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