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:04/22/2025

  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.

  Unable to cancel subscription, continuously chargers subscription fees. Refused to cancel. I never used service, I reached out to company numerous times. Subscription have added up and now owe a generous amount.

  Business Response

  Date: 04/25/2025

  Dear BBB Team,

  This email is in reference to Complaint ID ********, with respect to  Beem users concern on subscription charges.

  Subscription Start Date: 24 July, 2023 
  Last Everdraft Taken: No Everdraft taken till date.   

  The user has been a valued subscriber of ********************** (formerly Line) since 24 July, 2023, and has utilized the Everdraft featurea benefit that provides early access to verified deposits. The user accessed Everdraft five times as part of our bundled subscription services. We appreciate the users engagement with our platform. 

  The subscription remained active through this period, which resulted in accumulated charges totaling $66.87, consisting of $51.87 in subscription fees and $15 in late fees. 

  The user contacted our support team on April 22, 2025, requesting the cancellation of their subscription and a waiver of the outstanding dues. Our team responded, clarifying that the charges were valid, as the user had not initiated a cancellation previously. To proceed with cancellation, the user was advised to first clear the outstanding balance and was also provided with steps to cancel the subscription through the app.  

  We would like to clarify that all charges applied to the users account were valid and in accordance with our Terms of Use, specifically : 
  Section 8.4 Subscription Fee
  Section 8.5 Late Fees for Non-Payment of Active Subscription 

  These sections clearly outline the recurring nature of the subscription and associated late fees, which the user agreed to at the time of sign-up. 
  We can see that the user has been actively using the app and has accessed multiple sections, including the Withdraw feature. The user also viewed the Pending Dues screen but did not make a payment or attempt to cancel in 2024. 

  As a gesture of goodwill, we waived $49.58 covering the period from July 2023 to March 2024, as well as January 2025 to April 2025. However, user is required to clear the outstanding of $17.49 which is for the months where app was used actively by the user.  User can choose to pay this through this link (****************************************************) or via Beem app. Once the outstanding amount is cleared user can go ahead and cancel the subscription from the app or reach out to us for cancellation.

  We hope this provides the necessary clarification. Please let us know if any additional information is required.

  Best regards,
  Beem Support Team

• Initial Complaint

  Date:04/20/2025

  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.

  Several years ago, I briefly used their service but found it was not suitable for my needs. I attempted to cancel my account, but there was no clear option to do so within their app. After searching without success, I uninstalled the application under the assumption that this would end any further billing or service ************** my surprise, I recently discovered that Beem has continued to charge me for years of service I have not used. At no point did I receive meaningful notices or reminders of these charges, and I was unaware that the account remained active. When I contacted them to resolve the issue, they insisted I am responsible for the full amount of accumulated fees, despite the fact that I have not used their platform since uninstalling the app.I believe this is an unfair billing practice and a failure on the companys part to provide a clear and accessible method of account cancellation. I am seeking a full waiver or refund of the charges accrued after my attempted cancellation and immediate closure of the account.

  Business Response

  Date: 04/23/2025

  Dear BBB team,

  This email is in reference to Complaint ID ********, with respect to  Beem users concern on subscription charges.

  Subscription Start Date: April 11, 2022 
  Last Everdraft Taken: July 31, 2022, for $30 via instant transfer to the debit card associated with the Chime checking account ending in 0545 

  The user has been a valued subscriber of ********************** (formerly Line) since April 11, 2022, and has utilized the Everdraft featurea benefit that provides early access to verified deposits. The user accessed Everdraft five times as part of our bundled subscription services. We appreciate the users engagement with our platform. 

  The subscription remained active through this period, which resulted in accumulated charges totaling $94.51, consisting of $79.51 in subscription fees and $15 in late fees. 

  The user contacted our support team on March 8, 2023, requesting the cancellation of their subscription and a waiver of the outstanding dues. Our team responded, clarifying that the charges were valid, as the user had not initiated a cancellation previously. To proceed with cancellation, the user was advised to first clear the outstanding balance and was also provided with steps to cancel the subscription through the app. 

  We would like to clarify that all charges applied to the users account were valid and in accordance with our Terms of Use, specifically:
  Section 8.4  Subscription Fee
  Section 8.5  Late Fees for Non-Payment of Active Subscription. 

  These sections clearly outline the recurring nature of the subscription and associated late fees, which the user agreed to at the time of sign-up. 

  However, in alignment with our commitment to customer satisfaction, and as a one-time exception, we have waived the full outstanding balance of $94.51 and permanently closed the users account. The user will not incur any further charges. 

  We hope this provides the necessary clarification. Please let us know if any additional information is required. 

  Best regards,
  Beem Support Team

• Initial Complaint

  Date:04/17/2025

  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.

  I had a subscription with this company years back dating back to my last address which is why my last address is on there to this day becauseI havent used it since I lived there and I had no idea that the subscription was still there. I thought Id canceled it, but apparently theyve been billing me this whole time and then when I asked them to deactivate my account, I dont want this account. I dont use it. Ive never used it since I moved. And they refused and say I owe even though Ive never used it in years Im not gonna pay for something I never ever use and that I thought I had canceled years back. They wont even allow me to just cancel the subscription. They will just continue to bill for something I dont want or use. This is fraud clear and simple!

  Business Response

  Date: 04/25/2025

  Dear BBB Team, 

  This email is in reference to Complaint ID ********, with respect to  Beem users concern on subscription charges. 

  Subscription Start Date: 30 July, 2022 
  Last Everdraft Taken: , 19 March, 2024  for $20 via instant transfer to the debit card associated with the Chime checking account ending in 0722

  The user has been a valued subscriber of ********************** (formerly Line) since 30 July, 2022, and has utilized the Everdraft featurea benefit that provides early access to verified deposits. The user accessed Everdraft five times as part of our bundled subscription services. We appreciate the users engagement with our platform. 

  The subscription remained active through this period, which resulted in accumulated charges totaling $87.66, consisting of $72.66 in subscription fees and $15 in late fees.

  The user contacted our support team on April 16, 2025, requesting the cancellation of their subscription and a waiver of the outstanding dues. Our team responded, clarifying that the charges were valid, as the user had not initiated a cancellation previously. To proceed with cancellation, the user was advised to first clear the outstanding balance and was also provided with steps to cancel the subscription through the app. 

  We would like to clarify that all charges applied to the users account were valid and in accordance with our Terms of Use, specifically :
  Section 8.4 Subscription Fee
  Section 8.5 Late Fees for Non-Payment of Active Subscription. 

  These sections clearly outline the recurring nature of the subscription and associated late fees, which the user agreed to at the time of sign-up. 

  However, in alignment with our commitment to customer satisfaction, and as a one-time exception, we have waived the full outstanding balance of $87.66 and permanently closed the users account. The user will not incur any further charges. 

  We hope this provides the necessary clarification. Please let us know if any additional information is required.

  Best regards,
  Beem Support Team
  

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Customer Service 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.

  Have been unable to use the service I PAY A SUBSCRIPTION FOR for weeks now. Beems customer support has been supposedly working on the issue, meanwhile I havent heard a word from them since April 1, all the while still charging me their subscription fees, which they refuse to refund. Impossible to get a supervisor or anyone who speaks English on the phone. I want my subscription fees refunded for the months I have been unable to use these services.

  Business Response

  Date: 04/17/2025

  Dear BBB Team,

  This email is regarding Complaint ID ********, related to a Beem users concern regarding issues faced with the app.

  Subscription Start Date: December 29, 2024
  Last Everdraft Access Date: April 15, 2025

  The user has been a valued subscriber of ********************** since December 29, 2024, and has utilized the Everdraft feature, which offers early access to verified depositsa total of five times as part of our bundled subscription services. We appreciate the user's engagement with our platform.

  The user had previously reached out to our support team on March 28, 2025, regarding a bank linking issue. At that time, our banking partner was experiencing technical difficulties related to account linking, which led to a delay in resolving the users concern. We sincerely apologize for the inconvenience this may have caused.

  The issue has been successfully resolved as of April 14, 2025. We can confirm that the user was able to withdraw $55 to their bank account ending in 2075 via instant transfer on April 15, 2025. Moving forward, the user should be able to use the Everdraft feature without any issues.

  We understand the users concern; however, were unable to process a refund for the subscription charges, as the user has actively engaged with the app and utilized the Everdraft feature during the current billing period. We would also like to clarify that all subscription charges applied are valid and in accordance with our Terms of Use Section 8.4 (Subscription Fee) (*******************************************) which explain the recurring monthly charges that apply to active subscriptions.

  Regarding the users concern about not being able to speak with a supervisor, we sincerely apologize for any confusion caused. Wed like to clarify that our team supervisor did speak with the user over the phone and addressed the issue on March 28, 2025.

  We remain committed to providing timely support to all our customers and resolving their concerns promptly.

  We hope this provides the necessary clarification. Please let us know if any further information is required.

  Best regards,
  Beem Support Team

• Initial Complaint

  Date:03/09/2025

  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 paid beem $9.99 for a one year subscription on 3/9. I immediately tried to access the everdraft function. I was unable to because kept getting an error message. I reached out to customer support after multiple attempts using multiple checking accounts. Their reply was account linking was not available on the app and to send acreenshots. I then posted a review on the ****** playstore that was almost immediately replied to saying to reach out to them again. Which I did. You will see by the attached email chain that they say it is not possible to link an account. Without the ability to link an account the whole app is rendered unless not just the everdraft function. It is for this reason I am requesting an immediate refund. If the app ever does what it claims it does I will consider resubscribing at that time

  Business Response

  Date: 04/01/2025

  Dear BBB Team,
  
  This email is in response to Complaint ID ********, concerning a Beem user's subscription and bank linking issues.
  
  Subscription Start Date: March 7, 2025
  
  We have investigated the user's account and confirmed their subscription to our $9.99 annual Lite plan. After subscribing, the user experienced difficulty accessing the $10 Everdraft funds due to a bank connection issue we faced with our banking partner end. We do apologize for the inconvenience caused to the customer.
  
  We are pleased to report that the bank linking issue has been resolved and user can now link their bank account without any issues in future.
  
  As a customer-centric organization committed to a positive customer experience, we have processed a full refund of the $9.99 annual Lite plan to the user's original payment source. The refund should reflect in their bank account within 5-7 business days. Additionally, per the user's request, we have unsubscribed them and canceled their subscription.
  
  Now that the issue with our banking partner has been resolved, the user can link their bank account seamlessly if they choose to resubscribe. They may reconsider and subscribe to the Beem app again to access ********* funds based on their eligibility.
  
  We sincerely apologize any inconvenience this may have caused. We are committed to providing a positive experience for all our users and appreciate the opportunity to address this issue.
  
  Regards,
  Beem Support Team

  
  

  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  
  

  Looking forward to your support in this case. Let me know if you have any questions.

  
  

  Thanks!

  --

  ** ***** ********* Head of CX Experience Beem - #1 Smart Wallet App

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 an e-mail on 2/1/25 from Beem saying that I had overdue Beem dues of *****. I dont have an account with **********************, have therefore never used Beem, much less even knew who/what they are. I sent them a message asking for details (when was it opened, and just overall clarity), and received a response that I should check the app, uninstall, then reinstall. I dont have the app. When I replied with that, I was again told to check the app to see if my issue had been resolved. I dont have an account, an app, or any knowledge of the company.

  Business Response

  Date: 03/07/2025

  Dear BBB Team,
  
  This email is regarding Complaint ID ********, related to a Beem users concern with subscription charges.
  
  Subscription Start Date: 14 January, 2022
  
  Last Everdraft Taken: 14 January, 2022 for $20 via Instant transfer to the Debit card associated with ***** fargo checking bank account ending with 3873.
  
  The user has been a valued subscriber of ********************** (formerly Line) since 14 January, 2022, and has utilized the Everdraft feature - a benefit that provides early access to verified deposits. The user accessed Everdraft once as part of our bundled subscription services. We appreciate the users engagement with our platform.
  
  The user initially subscribed to ********************** on January 14, 2022, under the $1.97/month plan, which was later upgraded to a $2.47/month plan. The subscription remained active until March 2025, with charges totaling $86.39 over this period.
  
  The user reached out to our support team on February 1, 2025, stating that they were unaware of the Beem app and had never used it before. They requested to ****** their subscription and waive the pending dues. Our team reviewed the request and informed the user that the charges were valid, as the subscription was not previously canceled. To proceed with the cancellation, the user would need to clear the outstanding dues. We also recommended logging into the app to review the subscription details for further clarity.
  
  We would like to clarify that all subscription charges on the users account were valid as per our Terms of Use. User can refer to Section 8.4 ( Subscription Fee ) and Section 8.5 ( Late Fees for non-payment of active subscription ) of our Terms of Use (******************************************* ), which clearly state about recurring monthly charges for subscription and which the user agreed to during signup as well.
  
  However, keeping with our mission and being a customer-centric organization, as a one-time exception, we have waived all of the outstanding balance $86.39 for the user and closed the users account. As a result of account closure the user will not see any further charges on their account.
  
  We hope this provides the necessary clarification. Please let us know if further details are required.
  
  Best regards,
  Beem Support Team
  

  Customer Answer

  Date: 04/08/2025

  I received an e-mail on 2/1/25 about charges to an account I do not have. I filed a review/complaint here on 2/27/2025, they responded 3/7/2025 stating that they have taken care of it on their end and I will receive no further contact. Since that day, I have CONTINUED to receive e-mails about the account and settling the "Overdue Beem Dues" on an account that I did not have, but they "waived fees and closed the account". If I'd had an account from 2022, why am I first hearing about it in 2025? And if they did what they said, why am I still receiving e-mails about it?

  Business Response

  Date: 04/14/2025

  Dear BBB Team,

  We hope this message finds you well.We are writing to follow up on a recent concern regarding emails sent to a user about pending dues. 

  After reviewing the matter, we have reconfirmed that the user's ********************** account is indeed inactive and closed. Due to an isolated technical issue, the user mistakenly received these communications. We sincerely apologize for this. The issue has now been fully resolved, and the user will no longer receive any further emails from our end.

  We understand the importance of clear and accurate communication and deeply regret any confusion this may have caused. Our team remains committed to ensuring a seamless experience for all users.

  Should you require any additional information or clarification, please dont hesitate to reach out.

  Warm regards,
   Beem Customer Experience Team

  Customer Answer

  Date: 04/14/2025

  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

  Date:02/16/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 opened a Line account in 2022 and had requested to cancel multiple times since then. I had never given my information or permission to Beem. Since 2023 they have attempted to charge my account and continued to bill their service fee and late fees for an account that has not been used in 3 years. The customer service response has not been helpful and there is no way to escalate issues to a supervisor. This account needs to be closed immediately and I do not owe any fees, or subscription fees

  Business Response

  Date: 02/26/2025

  Dear BBB Team,

  This email is regarding Complaint ID ********, related to a users concern with Beem subscription.

  Subscription Start Date: 17 July, 2022
  Last Everdraft Taken: 14 November 2022 for $20 via bank transfer for the bank account ending with 4624.

  The user has been a valued subscriber of ********************** (formerly Line) since 17 July 2022 and has utilized the Everdraft featurea benefit that provides early access to verified depositsa total of seven times as part of our bundled subscription services. We appreciate the users engagement with our platform.The users subscription remained active until February 2025, which resulted in subscription charges being accumulated and showed a total due of $79.22 (including $15 late fees for subscription).

  On February 15, 2025, the user contacted our support team regarding their subscription cancellation and requested a waiver for the pending dues. Our team explained that the charges were valid since the subscription was not canceled by the user. To complete the cancellation, the outstanding dues must be settled.

  We would like to clarify that all subscription charges on the user's account were valid as per our Terms of Use. User can refer to Section 8.4 ( Subscription Fee ) and Section 8.5 ( Late Fees for non-payment of active subscription) of our Terms of Use (*******************************************) which clearly state about recurring monthly charges for subscription and which the user agreed to during signup as well.

  However, keeping with our mission and being a customer-centric organization as a one-time exception we have waived all of the outstanding balance $79.22 (including $15 late fees) for the user and closed the users account. The user will not see any charges on their account and as the account is closed all bank details are also unlinked from our platform.

  We hope this provides the necessary clarification. Please let us know if further details are required.

  Best regards,
  Beem Support Team

  Customer Answer

  Date: 02/26/2025

  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,
  
  Briechelle *******

• Initial Complaint

  Date:02/03/2025

  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 first received an email from BEEM, regarding a past due balance on 2/1/2025. In the email it stated that I had a past due balance for 150.61$ for subscription fees. And 15$ for a late fee. Ive not used this app in over a year, even though payment didnt process they have been adding subscription fees. I contact them via email on 2/2/2025 and now the amount they stated changed (within one day) and it was now for 230.46$ for subscription fees and 15$ late fee included. They told me they can keep charging me every month for subscription fees, even if payment doesnt go through and I havent used app. I then asked for a validation letter of the amount due and asked where it says that they can do that. The next email they avoided answering those two questions, and reiterated the same information. They will not provide me of validation and will not tell me where it says they can do that. Not only that, looking back months ago I see that there was emails that say expired subscription, renew today and I received multiple of those emails. So if Im being told to renew and expired that must mean I dont have a subscription any longer. They will not provide me with information I am requesting, and I am not comfortable paying a debt that is inaccurate. There is discrepancies in the information Im being provided with no proof of this. I am kindly requesting that this debt be cleared and my subscription as well as account is closed with them. And after this, I would like my data removed from there database. And I would like formal proof of this. Ive provided emails from over a year ago about an expired subscription, and the only time I received any contact regarding a past due amount was on February 1st, and the next day they contacted me back and oddly enough that amount changed to a higher amount. Within one day. I would like this cleared and my account closed. With writing of this. Thank you.

  Business Response

  Date: 02/10/2025

  Dear BBB Team, 
  
  This email is regarding Complaint ID ********, related to a Beem users concern with subscription charges. 
  
  Subscription Start Date: September 20, 2022
  Last Everdraft Taken: June 4, 2023 (Paid on June 16, 2023)
  
  The user has been a valued subscriber of ********************** (formerly Line) since September 20, 2022, and has utilized the Everdraft featurea benefit that provides early access to verified depositsa total of three times as part of our bundled subscription services. We appreciate the users engagement with our platform. 
  
  The users subscription remained active until February 2025, which resulted in subscription charges being accumulated and showed a total due of $243.43 (including $15 late fees for subscription). However, due to technical issue, the initial email to the user mentioned about $150 dues for which we do apologize for the inconvenience caused to the user. We are committed to ensuring a smooth experience for our users and have taken measures to prevent such issues from reoccurring. 
  
  We would like to clarify and also provide proof as requested by the user that all subscription charges on userss account were valid as per our Terms of Use. User can refer to Section 8.4 ( Subscription Fee ) and Section 8.5 ( Late Fees for non-payment of active subscription ) of our Terms of Use (******************************************* ) which clearly state about recurring monthly charges for subscription and which the user agreed to during signup as well.
  
  However, keeping with our mission and being a customer centric organization as a one time exception we have waived all of the outstanding balance $243.43 (including $15 late fees) for the user and closed the users account. The user will not see any charges on their account and as the account is closed all bank details are also unlinked from our platform. User can consider this as a confirmation proof from our end. 
  
  For your reference, below is the subscription fees breakdown which reflected on users account and is accurate:
  Total Subscription Fees: $228.43
  $9.97/month from August 2023 to January 2024 (6 months) ? $59.82
  $12.97/month from February 2024 onwards (13 months) ? $168.61
  Late Fee: $15
  Total Dues: $243.43 
  
  Additionally, due to an issue, the user may have received an incorrect email stating that their subscription had expired and needed renewal. We sincerely apologize for any confusion this may have caused. 
  
  We hope this provides the necessary clarification. Please let us know if further details are required. 
  
  Best regards,
  Beem Support Team 
  
  
  
  

• Initial Complaint

  Date:01/16/2025

  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.

  This company is continuously charging my account for services I have not used. I was charged $265.46 for subscriptions and everdraft fees that I never used or accessed. They refused to cancel my subscription unless I paid these fees. Reached out to customer support, both the phone line and email, with no response.

  Business Response

  Date: 01/31/2025

  Dear BBB Team,
  
  This message is in reference to complaint number 22822397.
  
  We are writing in response to the complaint filed regarding services accessible via our software as a software subscription bundle delivered via our Beem App on the appstore. Our investigation reveals a clear timeline of events that demonstrates our commitment to transparent service delivery and fair business practices.
  
  Service Overview and Initial Engagement: On June 4, 2023, the customer subscribed to our Pro tier service plan after reviewing all plans and services accessible via those plans on our app.
  
  Our Pro tier includes access to our Everdraft feature, which provides early access to verified deposits. During the signup process, the customer acknowledged our terms of service, which explicitly state that Everdraft is an early access to verified service that requires an active subscription for continued use.
  
  Pattern of Service Usage: Between June 4, 2023, and August 11, 2023, the customer utilized the Everdraft feature ten times, accessing $30 each time. For the first nine instances, funds were successfully replenished through verified deposits as outlined in our terms. However, the final withdrawal on August 11, 2023, remained outstanding until January 16, 2025, despite our numerous attempts at replenishment.
  
  Replenishment and Communication Efforts: Our system made sixty-five documented attempts to replenish funds from the customer's linked bank account between August 2023 and January 2025. We triggered alerts of the pending balance to the customer account. 
  
  The customer's app activity logs show regular engagement during this period:
  February 22, 2024:
  Customer attempted cancellation at 12:41:30 PM
  Received clear notification about pending balance
  Selected "I'll do this later" option at 12:41:38 PM
  Continued to browse other app features
  
  June *****, 2024:
  Multiple documented attempts to cancel subscription
  Explored various app sections including help resources
  Attempted to unlink and relink bank account
  Viewed pending payment screens multiple times
  
  Customer Access to Support: Throughout this period, our help section remained accessible through the app, providing:
  24/7 email support at ******************************************************************
  Direct phone support at ***************
  In-app help resources
  
  The user reached out to our support total of 4 times on January 16, 2025, 2 times through email and 2 times through phone support regarding refund and explanation of $265.46, our support team addressed the query by providing information regarding the replenishment of $265.46 and refund process and policy and mentioned that we processed refund of $27.97. Before this user explored the help section on June 23, 2024.
  
  Account Resolution: On January 16, 2025, when funds were finally replenished, the total balance of $265.46 comprised:
  Original Everdraft amount plus transfer fee: $32
  Accumulated subscription fees: $205.49
  Late fees: $15
  Advance subscription charge: $12.97
  
  Further breakdown of accumulated subscription fees of $205.49 is as follows:
  
  Accumulated Subscription fee: $205.49 which included subscription amount from September 2023 to January 2025. The individual had a pro subscription of $9.97 which later was upgraded to $12.97. Breakdown is: $9.97 for September month due on 7th Sep 2023, $9.97 for October month due on 7th Oct 2023, $9.97 for November month due on 7th Nov 2023, $9.97 for December due on 7th Dec 2023, $12.97 for January due on 7th Jan 2024, $12.97 for February due on 7th Feb 2024, $12.97 for March due on 7th Mar 2024, $12.97 for April due on 7th Apr 2024, $12.97 for May due on 7th May 2024, $12.97 for June due on 7th Jun 2024, $12.97 for July due on 7th Jul 2024, $12.97 for August due on 7th Aug 2024, $12.97 for September due on 7th Sep 2024, $12.97 for October due on 7th Oct 2024, $12.97 for November due on 7th Nov 2024, $12.97 for December due on 7th Dec 2024, $12.97 for January due on 7th Jan 2025.
  
  As a demonstration of our commitment to customer satisfaction, we have processed a refund of $27.97, covering both the late fees ($15) and advance subscription charge ($12.97). The core subscription fees remain valid as:
  The service remained continuously available
  The customer maintained active app engagement
  All charges align with our terms of service
  The subscription was required to maintain the outstanding Everdraft balance
  
  Service Model Clarification: Our business model is subscription-based, providing various financial services including early access to verified deposits. This is clearly communicated during signup through:
  Detailed terms of service
  Clear pricing displays
  Explicit subscription acknowledgments
  Transparent replenishment terms
  
  When customers maintain outstanding Everdraft balances, we continue providing service access while attempting replenishment, incurring operational costs throughout this period. This ongoing service provision justifies the subscription fees charged during the period of outstanding balance.
  
  The individual always had the option to cancel their subscription and close the account if they do not have any pending dues on their account. Our Terms of use (*******************************************)  outline this process, and is referenced in Section 8, Part 8.7:Closing a Beem account specify that you may close your account and terminate your relationship with us without cost, but you must clear all amounts or fees due to us, including subscription fees
  
  /The subscription fees, which are aligned with the terms of use agreed upon at the time of subscription, were processed. Consistent with our terms, a total of $265.46 ( which includes: Original Everdraft amount plus transfer fee of $32, accumulated subscription fees of $205.49, late fees of $15 and advance subscription charge of $12.97 ) was replenished from the user's linked bank account. Our Terms of use (*******************************************)  outline this process, and is referenced in Section 8, sub-section 2 (Settling your Everdraft) Section 8.4 (Subscription Fees). In addition to the terms of use, Beem users are presented terms in large print on Beem's app screens while signing up that (a) they are subscribing to a monthly service, (b) there will be automatic deduction of funds towards early access to verified deposits via Everdraft as and when the deposits arrive into their account 
  
  Supporting Evidence:
  
  Complete user activity logs- Between 4th June 2023 till January 16, 2025 user interacted on our app a total of 2034 times exploring multiple sections of our app including early access to verified deposits, job loss protection feature, pending dues screen, bank account linking/unlinking steps etc
  
  Documentation of all replenishment attempts: We made total 65 attempts to replenish funds from users bank account on *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, ********, ********, ********, ********, ********, ********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, ********, ********, ********, ********, *********, *********, *********, *********, ********, ********, ********, ********, *********, *********, *********, *********, *********, *********, *********, *********, ********, ********, *********, *********, *********, *********, *********, *********, *********, *********, *********, ********, *********, *********, ********* however all attempts were unsuccessful
  
  In-app notification history- We sent a total 32 notifications to the user regarding having pending dues and our inability to replenish funds from the user's account between January 12, 2024 to January 13, 2025. Please refer to the timelines of communication shared with the individual. Its as per UTC timelines: January 12, 2024, 4:34 AM, January 26, 2024, 4:23 AM, February 2, 2024, 5:08 AM, February 3, 2024, 4:25 AM, February 3, 2024, 2:27 PM, February 15, 2024, 4:20 AM, February 16, 2024, 4:13 AM, February 17, 2024, 6:00 AM, December 13, 2024, 11:16 PM, December 13, 2024, 11:16 PM, December 13, 2024, 11:16 PM, December 13, 2024, 11:16 PM, December 13, 2024, 11:16 PM, December 24, 2024, 11:27 PM, December 24, 2024, 11:27 PM, December 24, 2024, 11:27 PM, December 24, 2024, 11:27 PM, December 27, 2024, 11:26 PM, December 27, 2024, 11:26 PM, December 27, 2024, 11:26 PM, December 27, 2024, 11:26 PM, December 28, 2024, 12:40 AM, January 9, 2025, 11:26 PM, January 9, 2025, 11:26 PM, January 9, 2025, 11:26 PM, January 9, 2025, 11:26 PM, January 9, 2025, 11:41 PM, January 12, 2025, 11:25 PM, January 12, 2025, 11:25 PM, January 12, 2025, 11:25 PM, January 12, 2025, 11:25 PM, January 13, 2025, 7:10 AM
  
  Terms of service acknowledgment records: User checked box on Terms of use agreement screen on app on June 4, 2023 at 04:20:54 PM and subscribed at 04:21:09 PM
  
  Detailed transaction history: User successfully accessed early access to verified deposits on 04 June, 2023, 08 June, 2023, 19 June, 2023, 23 June, 2023, 06 July, 2023, 17 July, 2023, 23 July, 2023, 29 July, 2023, 03 August, 2023, 11 August, 2023 and funds were replenished against these withdrawals on 07 June, 2023, 15 June, 2023, 22 June, 2023, 28 June, 2023, 13 July, 2023, 21 July, 2023, 27 July, 2023, 02 August, 2023, 10 August, 2023, 16 January, 2025. For the withdrawal taken on August 11, 2023 and accumulated subscription amount we made total of 65 attempts to replenish funds from users account on *********, *********, 13-Jan-24, 13-Jan-24, 26-Jan-24, 26-Jan-24, 26-Jan-24, 26-Jan-24, 27-Jan-24, 27-Jan-24, 27-Jan-24, 27-Jan-24, 2-Feb-24, 2-Feb-24, 3-Feb-24, 3-Feb-24, 3-Feb-24, 3-Feb-24, 10-Feb-24, 10-Feb-24, 15-Feb-24, 15-Feb-24, 16-Feb-24, 16-Feb-24, 17-Feb-24, 17-Feb-24, 24-Feb-24, 24-Feb-24, 24-Feb-24, 24-Feb-24, 2-Mar-24, 2-Mar-24, 4-Mar-24, 4-Mar-24, 16-Mar-24, 16-Mar-24, 16-Mar-24, 16-Mar-24, 3-Apr-24, 3-Apr-24, 4-Apr-24, 4-Apr-24, 14-May-24, 14-May-24, 15-May-24, 15-May-24, 16-May-24, 16-May-24, 31-May-24, 31-May-24, 1-Jun-24, 1-Jun-24, 13-Dec-24, 14-Dec-24, 15-Dec-24, 24-Dec-24, 25-Dec-24, 26-Dec-24, 27-Dec-24, 28-Dec-24, 29-Dec-24, 9-Jan-25, 10-Jan-25, 11-Jan-25, 12-Jan-25.
  
  
  We also wanted to inform that our records indicate that last time user accessed ********************** app in June 2024, and visited the cancellation page, where details of their subscription charges and steps to cancel were available. However, no further action was taken at that time, and there was no additional activity on user's account after June. Since the subscription remained active in line with our Terms of Use, the charges continued as scheduled.
  
  
  However, as the user did not visit the app after June 2024, as a gesture of goodwill, the management has decided to refund subscription charges for last 7 months (July 2024- January 2025) and we have processed a refund for last 7 months (July 2024- January 2025) subscription charges for the amount of $12.97 X 7 = $90.79. This is exclusive of the previous refund we made towards users account for late fees and advance subscription fees of $27.97, making the total refund to be $90.79 + $27.97 = $118.76 . The refunded amount should reflect in users account within 7-10 business days. We have also closed your account to prevent any further charges.
  
  We hope this provides clarity, and we're here to support with any further assistance needed.
  
  Best regards,
  Beem Support

• Initial Complaint

  Date:12/26/2024

  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.

  July 31, 2024 I paid $5.97 for membership fees to be able to withdraw $40 from the Beem app into my checking account where I receive direct deposit. On a monthly basis, my checking account is billed for the membership fees, but I have been unable to use the service and withdraw the quoted available $40 due to bugs in the app and technical issues that present only when it's time to withdraw money from the app. The Beem app has taken more money from me over the course of 5 months than I have been able to use the service. I have filed complaints with their customer service with no success in closing the membership, stopping the charges to my account, and returning the membership fees to me due to unfair practices and unrendered services.

  Business Response

  Date: 01/03/2025

  Hi BBB team,

  Thank you for bringing this to our attention and for your patience as we work through this matter.

  We understand the urgency of the issue and want to assure you that our team is actively working towards a resolution. While we are making progress, the complexity of the matter requires additional time to ensure a comprehensive and accurate resolution. 
  
  We aim to resolve the issue or provide a detailed update by Wednesday, 8th January 2025. Please be assured that we are prioritizing this escalation and are taking all necessary steps to address it promptly.
  
  If you have any additional information or concerns in the meantime, please do not hesitate to reach out.

  Regards,
  Beem support team 

  
  
  

  
  

  Business Response

  Date: 01/13/2025

  Dear BBB Team,
  
  This message is in reference to complaint number 22730973.
  
  

  The aforementioned individual signed up on the Beem app on July 31, 2024, exploring its features and did not subscribe to any of the offered paid plans. The individual revisited the app multiple times between August 1, 2024 and October 22, 2024. The individual then logged into the app on October 23, 2024 and subscribed to a bundle of services facilitated via our Beem app including $40 worth early access to verified deposits, and chose the plan with a $5.97 monthly fee. The individual then requested us to facilitate early access to verified deposits via our ****************** part of the services subscribed by the user, and attempted to withdraw $40 through instant transfer option but was unsuccessful as their debit card was not verified yet. The option to withdraw the amount through ACH was available but this feature was not utilized by the individual. On 29th October, 2024 the individual attempted to withdraw $50 (including $10 cash boost) again using instant bank transfer as the option and this time we facilitated the same via our partners as their debit card was verified and the funds were replenished as they arrived into the linked account on November 1, 2024.
  
  For early access to verified deposits, Beem works with trusted partners to facilitate bank connections and debit card verification. On October 10, 2024, the individual encountered challenges linking their bank account due to a technical issue on the banking partner side. During this period, the individual was exploring the app, and no charges were applied or charged. On October 24, 2024, the individual contacted our support team regarding an unsuccessful debit card verification. We work with trusted partners to verify a debit card when the user signs up and for most of the cards, the verification is completed immediately within a minute. However, for certain scenarios depending on the technical capability of the bank involved this can extend between 5 mins-48 hours. The individual returned to the app on October 25 and 26, 2024, attempting a withdrawal through instant transfer but was unsuccessful as the debit card verification was not completed yet. The option to withdraw the amount through ACH was available from the beginning of the subscription activation however the same was not utilized by the individual. On October 29, 2024, the user logged into the app and the card verification was successful by then and went on to successfully withdraw $50.
  
  The subscription fees, which are aligned with the terms of use agreed upon at the time of subscription, were processed as follows: October 23, 2024 (initial subscription), November 10, 2024, December 25, 2024 (regular monthly fee), and December 25, 2024 (advance subscription for the next cycle). The advance subscription fees processed on Dec 25, 2024 for the upcoming month is as described in the terms of use reviewed by the individual when choosing to subscribe which state that to help users keep their Beem services in active status and avoid late fees for subscription, their subscription for the immediate future month is collected in advance as soon as we detect excess funds in their account and this is available for refund if user doesnt plan to continue with their subscription. Consistent with our terms, advance subscription was processed from individual linked bank accounts. Our Terms of use (*******************************************)  outline this process, and is referenced in Section 8.4. In addition to the terms of use, Beem users are presented terms in large print on Beem's app screens while signing up that (a) they are subscribing to a monthly service, (b) to help you keep your Beem services in active status and avoid late fees for subscription, your subscription for the immediate future month is collected in advance as soon as we detect funds in your account and (c) there will be automatic deduction of funds towards early access to verified deposits via Everdraft as and when the deposits arrive into their account.
  
  On November 10, 2024, the individual tried to access early access to verified deposits using the instant transfer option, which was unsuccessful due to a technical issue faced by our partner. We apologize for any inconvenience this may have caused to the user.
  
  

  In line with our terms of use, subscription fees were processed, and the individual successfully utilized the early access to verified deposits feature. We incur out of pocket charges to maintain an active user account however, as a gesture of goodwill and commitment to customer satisfaction, we have refunded $17.91, which includes the November and December 2024 subscription fee ($5.97) and the advance subscription fee ($5.97). This refund has been processed to the individuals debit card ending in 8890 in two parts (one refund of $11.94 and another refund of $5.97) and should reflect in their account within 7-10 business days. The individuals account has also been closed, and no further charges will be incurred.
  
  

  We hope this provides clarity, and we're here to support with any further assistance needed.
  
  

  Best regards,
  Beem Support Team
  

  
  

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  Looking forward to your support on this case. Let me know if you have any questions.

  
  

  Thanks!!

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  ** ***** ********* Head of CX Experience Beem - #1 Smart Wallet App