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:04/14/2025

  Type:Billing 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.

  transfers from 3/28 to 4/11 went to a bank account that someone hacked into my account and replaced mine with. This is unacceptable and they never even contacted me about any changes to my 6 year old account. I am seeking to be reimbursed the amount stolen from me in full due to their negligence.

  

  Business Response

  Date: 04/15/2025

  Good Morning Ben,
  

  I see where you have a support ticket in with our team to further investigate this. Please allow us time as we investigate this and we will respond to you as soon as possible.
  

  Thank you,
  Instant Support

  Customer Answer

  Date: 04/15/2025

  I am waiting for them to resolve my complaint, I want to keep this open

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 11th, 2024, a fradulent transfer was completed via my instant financial account. A scammer was able to somehow access my account, add their debit card and complete the bank transfer to their account in the amount of $720.00. An investigation was done on my account and ****************** was able to retrieve limited information regarding the account in which my funds were transferred to. I was then told that since the funds has already been transferred out of my instant financial account that ****************** would not be able to assist me with retrieving the funds. I was then advised to contact that banking institution is which the scammer transferred to the funds to (The ************). I am unable to speak with anyone at this banking institution, instead I am automatically transferred to chime. Chime is unable to help me as I am unable to complete the verification process, seeing that I am not the account holder. In fact, during one of my calls to Instant Financial, a representative by the name of ****** laughed as I explained the situation to him. I requested to speak to a supervisor on several occasions and the representatives pretty much refused to transfer me over. I have not received any assistance at all whatsoever. Instead, I keep receiving the run around as far as who I should contact to resolve this issue.

  

  Business Response

  Date: 12/18/2024

  Ms. ******, Instant is in receipt of your complaint and has been corresponding with you via our messaging system. At this time, we are awaiting some additional action from you to be able to close your case. Please reach out to Instant Support via chatting in our mobile app or calling the number on the back of your card.

  Sincerely,

  Instant Support

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22685910
  
  I am rejecting this response because: I am now being told that I have to request a new bank card through instant financial, which takes 7-10 days to arrive by mail, plus an additional 2 business once I have received the card successfully activated it. We are looking at the date of January 8th, before I am able to receive my funds. 
  
  Sincerely,
  
  T ******

  

  Business Response

  Date: 12/23/2024

  Ms. ******,

  Instant's Support team will be in touch with you shortly regarding the next steps in your dispute process. We appreciate your patience. 

  Happy Holidays,

  Instant Support

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm getting the run around I asked the same question that is not hard to answer but it's not get answered all I want to know is when will I get my money put back on my card because my card was stolen and used

  

  Business Response

  Date: 11/29/2024

  Mr. *********,

  We are showing where you disputed transactions on Sunday, November 24th. The investigation was started on Monday, the 25th. As explained to you in the chat with our Support team, legally, dispute resolution can take ***** days, however, we strive to complete them within 30 days. If applicable, you may qualify for a provisional credit, which is determined after 10 business days, which has not been hit yet. I am only showing one open ticket for you so if you are receiving contradictory information, please reach out to our Support team via chat in our mobile app.

  Sincerely,

  Instant Support

  Customer Answer

  Date: 11/29/2024

  That's what I wanted was a real response they wouldn't reply back to me

• Initial Complaint

  Date:11/08/2024

  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.

  Instant card has the worst customer service and their agents has always lied to me about refunding me whenever there's an issue with my delivery. Ordered groceries several times and there was an issue with the delivery and their drivers. Instant card assured me a refund but they never did. Their excuse was due to too many issues which doesn't make sense because if they are admitting that there was too many issues then they should fix them

  

  Business Response

  Date: 11/08/2024

  Hi *****, 
  

  We do not see where you are participating in the Instant program. We are NOT Instacart, we are Instant Financial. If you are having an issue with Instant Financial, please call the number on the back of your pre-paid **** card and we can assist you. 
  

  Sincerely,
  Instant Support

  Customer Answer

  Date: 11/08/2024

   
  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

  Date:09/09/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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

  Date:09/01/2024

  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.

  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

  Date: 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

  Date:08/07/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/09/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 07/10/2024

  Hi ****,

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

  Sincerely,
  

  Instant Support

  Customer Answer

  Date: 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,
  
  *****************