ComplaintsforInstant Financial

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Long story short, I got a letter in the mail for unclaimed funds. Tried transferring and everything, didn't work out so customer service chat told me to submit the form that was on the letter. I did. I went to the post office and dropped it off on Wednesday, August 14, 2024. Since then, I've contacted them twice about seeing if there was any kind of update about my form. Whether it was received or if it was being reviewed or anything about it. Mind you the ** box they had me send it to is in *******, and I know **** well it should have arrived by this point. The only thing that customer service can say is admin is the one who processes that. Okay, "Can I speak to someone in admin so that I can get some kind of update about this?" No direct answer, just call support. I call, again no direct answer, just "it's through admin, you'll receive a letter or email giving an update." That was on the first or second of September, 2024. It's now 7 days after trying to contact someone about an update. I am unbelievably ******. I have not received a letter OR email about anything from Instant. I tried asking support what's the range of time I should expect anything about this. Kept telling me they can't give an exact amount of time, and I kept specifying I don't want an exact, I want a range of days on how long I should expect to wait. My thought process is I can't be the first ****** to have unclaimed funds, so how long has this taken in the past? Cannot get ANY kind of direct answer. Very infuriating. I want an update, NOW, about my money Instant made seemingly urgent that I need to claim and is now not helping whatsoever. **************** is terrible. Once resolved, I will be closing the account and never EVER using again. I would not recommend businesses to work with Instant, in fact I encourage you to stay away from their incompetence. So, in conclusion, I want an update of SOME KIND about this. Not exact dates unless they CAN be provided, but instead a range (ex:2-3 months)

  

  Business response

  09/09/2024

  Hi ******,

  I apologize for the confusion and frustration. This is a process that is handled by a 3rd party and they receive the letters back, not Instant. It does state in the letter that funds will be remitted either back to you or the state (however you indicated on the letter) but it will take a few months for that process to complete. We are required to remit by the end of October and checks would be sent around that same time. We certainly wish we could speed up this timeline, but there are other requirements to this process that take some time to complete.

  Depending on how you responded, if you do not see your name/information on the state's unclaimed property website or you have not received a check by mid-November, please reach back out to us.

  Sincerely,

  Instant Support

  Customer response

  09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine. I'll wait. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 1, 2023, I initiated a transfer of $706.32 from my Instant account to my ***** bank account in error, as I had closed the account and had not updated the information in my Instant account. I waited over a week, expecting an automatic reversal of the transfer since the ***** account no longer existed. When that did not happen, I contacted Instant customer service live chat on November 21 and December 22. I let them know that ***** **** gave me a printout, showing they had returned the funds on November 2, 2023. They said they would escalate the situation and look into it. I received an email on December 26 stating that Instant did not have the funds and referred me back to ***** ****. It's been over 10 months that Instant has held my money. This is my last attempt to recover my deposit before contacting an attorney.

  

  Business response

  09/05/2024

  Hi *****,

  We appreciate you notifying us of this situation as the last time I am showing we heard from you was November 2023. We were unaware that this was still an issue.

  Nevertheless, we have returned funds to you, please let us know if you need anything else.

  Sincerely,

  Instant Support

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company has pay dates in correct and is messing up my pay checks. Have contacted support many times on this issue now have a case number but no updates. case # **********?

  

  Business response

  09/03/2024

  Hi *****,

  We appreciate your patience as we continue to look into why you are not receiving IP offers. We do see where you reached out on 8/29 and 8/31 as the issue occurred again. We had to reach out to your employer for assistance on this and will now work with our Engineering team to get this resolved. Our support team will be reaching out to you with an update.

  
  Thank you!

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Instant Financial is the company my employer uses to pay our tips. I attempted to transfer $1032 from Instant to my bank account on 7/30/2024 (I use the app - there is a debit card but I have never used it and it expired last year). On 8/1/2024 I checked my bank account and the money was not there. I looked at my Instant account and it said the transfer was still pending so I cancelled it, thinking the money would be returned to my Instant account. Instead, there was a record from 7/30/2024 stating there was an "adjustment" due to a purchase, for the same amount of $1032. I called Instant and they said the matter was escalated. I received an e-mail on 8/2/2024 from ************** (Customer Success Specialist) telling me they were reviewing the notes of the case and to reply to the e-mail with any questions (ticket number **********). I replied with all of the details of what happened (no reply). On 8/3/2024 I followed up with another e-mail with no response. I received a reply on 8/5/24 telling me there was an error with the processor when my transfer failed and that they would return my money. Today is 8/7/24 and I still don't have my money and no additional word from the company. At this point, this should be considered criminal activity since they stole my money and have not given it back. I have bills to pay and they don't seem to care.

  

  Business response

  08/07/2024

  Hi *******,

  If you check your account, the funds have been loaded back onto your card. Thank you for your continued patience as we worked through this.

  
  -Instant Support

  Customer response

  08/07/2024

   
  Complaint: 22106676
  
  I am rejecting this response because:

  They did in fact return my money. But it took 6 days to return my $1032 that instantaneously disappeared from my account. There needs to be some accountability on their part for putting me through this horrible experience. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30, 2024, an ATM withdrawal of $403.25 was made from my account without my knowledge. I discovered the fraud the next day and filed a report with Instant. I filled out the required paperwork in addition to the report filed via phone and the only response I received was the initial automated email that my report had been received. After weeks of silence, I contacted the support chat and was informed that "they concluded there was no error and my funds would not be credited." I was not present for the transaction in question and my card never left my possession. I have since called customer service and have still not been given any substantial assistance or answers.

  

  Business response

  07/17/2024

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

  Information regarding your dispute was mailed to your address on file. As a result of this BBB filing, we did review the specifics of your dispute and stand behind our original decision. You can request specifics of your case and the determination by responding to the address in the letter that was mailed to you. **********************. 

  -Instant Support

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My card was hacked and information stolen in order for someone to make a transaction withdrawal at ATM in the amount of $243.25. My dispute was declined even though I was at a funeral during the date/time for a police officer for that matter. Disgusting that they possibly did not do any kind of investigation.

  

  Business response

  07/10/2024

  Hi ****,

  We certainly understand your frustration and appreciate you reaching out to us. We have reviewed your specific situation and the outcome of the investigation and we stand by our original decision. There was an email in the letter sent to you where you could request the investigation outcome and we encourage you to request that should you wish to do so.

  Sincerely,

  Instant Support

  Customer response

  07/10/2024

   
  Complaint: 21962063
  
  I am rejecting this response because:

  My information was stolen. I was at a funeral during that date and time the withdrawal was made. I did not make that transaction. 
  

  I have requested your investigation report twice and have not received it. 

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

  

  Business response

  07/10/2024

  Hi ****,

  We will follow up to ensure the results are sent to you.

  Sincerely,
  

  Instant Support

  Customer response

  07/10/2024

   
  Complaint: 21962063
  
  I am rejecting this response because:
  It was not me. I was at a funeral during date and time.

   

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today money as taken out of my instant financial account. Total amount was 483 dollars. I did not authorize this transaction at all. It was taken out at a ATM that's far from were I live. My card was in my possession at all times someone must of stole my card info or something. I did not make this transaction. I contacted Instant Financial and they say it will take 45 to 90 days for them to investigate. I think they should refund the money while it is investigated. I did not make this transaction. I live n ********* and the money was taken at a address in ***********. Attached is my dispute form sent to Instant Financial today. With all info about the dispute sent to them.

  

  Business response

  06/10/2024

  Good Morning Max,

  We sincerely apologize for this inconvenience. We have begun the investigation of your claim and see that you have submitted the written confirmation to the team. We will keep you advised of the process as more information is obtained. We appreciate your continued patience.

  Thank you!
  

  Customer response

  06/10/2024

   
  Complaint: 21819174
  
  I am rejecting this response because: I understand you guys are investigating. I'm not concerned about that because I didn't do this transaction. I know you will see it wasn't me that withdrawal the money.But I need my money I have bills to pay and it's been 2 prior times this has happen and I can't wait 45 to 90 days till you investigate this. My bills don't wait. That's my hard earned money. Most banks will give you the money back while they investigated the fraud. You guys want me to wait 45 to 90days business days before I get my money back. That's not fair. I didn't take that money out and my bills need to get paid.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/12/2024

  Hi *********,

  We have a minimum of 10 days to research your dispute and your claim was just filed on the 7th. Please allow us time to research this claim and we will be in touch with you once we have more information.

  Thank you.
  

  Customer response

  06/13/2024

   
  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 for the time being.i will allow time to investigate.  Thank you
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24 money was taking out of my atm card for the amount of 759 I 3 different transaction. I did make these withdrawal. My card was in my wallet the whole time. I explained to Instant what happened and filed a dispute with them. Been about 2 weeks and I have not heard back from them and my money has not been refunded. My dispute number is ********. I just want a refund as my while check was taken and I did not authorize these transactions. We something is investigated they should reverse the money while they investigate and we should not have to wait 45 to 90 days with no response or update from them. I have filed the complaint with ********************** as Instant finanacial asked. But have not heard back. Thanks hope there can be a more timely resolution to this.

  

  Business response

  06/06/2024

  Good Morning *****, 

  I understand your frustration and apologize for any inconvenience this is causing. Instant is following the dispute process and required timelines as defined by regulators and your dispute claims are being investigated. We appreciate your continued patience and we will be in touch as soon as your claim is thoroughly investigated.

  Thank you!

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have the instant card and the last few months the job has been emailed telling them I unenrolled, saying that I still owe a balance and taking extra money, disconnected my job from the account, and then today we switched to a new pay period so it turned off my instant offers again. I have called customer support and have not been able to get any help and have ask about 5 times to talk to someone higher up and am always told I will get a call back that never comes.

  

  Business response

  03/18/2024

  Hi *****,

  I see where you have reached out to our Support team and the supervisor did call you back and walk you through why you are not receiving Instant Pay offers. We will close this case as our team has walked you through what the issue is. 

  Sincerely,

  Instant Support

  Customer response

  03/18/2024

   
  Complaint: 21444951
  
  I am rejecting this response because the supervisor did not have any resolution to the problem and was not much help and the amount stated that was owed now has increased over 250 dollars from what was stated the previous day. Also there has been no response on how my job location keeps getting removed from the application. 

  
  Sincerely, *********************;
  
  *********************

  

  Business response

  03/18/2024

  Hi *****,

  You will need to reach out to your payroll team to ensure that you are toggled to pay via Instant. We understand that others you are speaking with *** not be incurring the same challenges but we have outlined next steps for you and the system will need to process through the next payroll before a resolution can be further investigated. 

  Thank you,

  Instant Support

  Customer response

  03/23/2024

   
  Complaint: 21444951
  
  I am rejecting this response because: they are not addressing any of my concerns. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint on 10/06/23 about unauthorized transactions through the Instant Pay card. I work at a McAlisters in *****, *****. I got paid the night before at 11 pm. The next day I went to retrieve my money and it said I had no funds on the card. Once I checked the app I realized that there had been multiple unknown transactions and all my money was gone with the exception of $2 that they could not take out. Apparently the morning I got paid someone made three different transactions retrieving all my paycheck, for a total of $1018. I went to my employer to see if they could help and they reviewed everything and there was nothing wrong on their end. I immediately called instant pay customer service number on the back of the card that day and I was informed by an employee of the company that the transactions were made in a city 4 hours away and I would have to file a dispute and the problem would be solved. I froze the old card and got a new one, I changed passwords, and followed through with the dispute and filled out the paperwork they asked for. I sent the email with a read receipt which I received a week later. After to weeks 10/23/23 of struggling and waiting another company who is in charge of the dispute Incomm sent a letter stating there was no error and that the case was closed. They dont have a number to call and everything has to be done through email. There was no way I could have done the transactions and be at work in an hour. The company states that money is backed up and protected and I believed I would not have a problem. I believe they failed to investigate the properly, a simple look to the accounts could reveal the problem. I have a read a lot of threads where they ghost people who email them and I am afraid Ill be the next to suffer the consequences. They did not provide any reasons behind their decision, just a simple statement. I am really struggling and having a hard time and its not fair that they dont do their job properly.

  

  Business response

  10/25/2023

  Hi *****,

  We appreciate your frustration with this situation. We have reviewed the facts of your case and are in the process of issuing a credit to your account. Additional correspondence surrounding this decision is being sent to you. We apologize for any inconvenience this has caused and appreciate your loyalty to Instant.

  Sincerely,

  Instant Support

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩