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:04/21/2025

  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.

  After having my account closed for a year, a charge of $5.99 appeared out of nowhere..I contacted customer service and was told I needed to put the app on my phone in order to close mt account and not be charged any longer. Clearly my account has been closed for a year and this is a fraudulent charge. I want my money refunded and I'm contacting the police..my account should have been investigated and my money refunded.

  

  Business Response

  Date: 04/23/2025

  Greenlight has investigated the concerns presented by Ms. ***** and it is our hope to provide clarity. Ms. ***** initially reached out to our customer support team via email on June 14, 2024, requesting to close her Greenlight account. At that time, our support team responded with detailed instructions on how to securely close the account, either through the Greenlight app or by calling our customer service team directly. These procedures are in place to protect our users privacy and account security, and we are unable to close accounts via email or direct message due to these safeguards. As no further action was taken by Ms. ***** following our response, the account remained open and active.
  
  On April 21, 2025, Ms. ***** contacted our team again via SMS, stating that she had noticed a $5.99 charge and considered it unauthorized. Our agent promptly verified that Ms. ****** Greenlight account was active, which is why the monthly service fee was applied. The agent reiterated the account closure process and provided step-by-step instructions for cancellation through the app, along with the option to cancel via phone.
  
  Ms. ***** stated that she did not wish to download the app and requested that her account be closed immediately. She also questioned the reactivation of her account and expressed concerns about the charge being fraudulent. To resolve the matter promptly, our agent apologized for the inconvenience and issued a refund for three monthly charges totaling $17.97. Ms. ***** accepted the refund, confirmed her payment method remained valid, and her account was successfully closed as of April 21, 2025.
  
  We regret any confusion or inconvenience experienced by Ms. ***** and believe this resolution fairly addresses her concerns. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service.
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  Greenlight shows that if you refer people to them you get 50 dollars. Its on their website. Its on the app. When I asked why I only got 30 dollars they said they changed their terms on 3/3/2025. Currently looking at their website and it shown as still 50 dollars. How can they claim its 30 but advertise it as 50?

  

  Business Response

  Date: 04/29/2025

  See response attached. Thank you

• Initial Complaint

  Date:04/09/2025

  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.

  I have had a Greenlight Account for years with no problems. Past 2 months the funds disappear and within ***** half reappears. When you call, the people yell at you if you ask a question not on their talk page. There is something going on and I cant access my money.

  

  Business Response

  Date: 04/11/2025

  Greenlight has investigated the concerns presented by ******** ******, and it is our hope to provide clarity and answer any questions that may remain. Based on our review, it appears that ******** transferred funds from their Greenlight Wallet to their childs card and into a custom spend category that they labeled Clewiston City Utilities. Once a purchase is made within a spend category, any remaining balance is returned back to the Parents Greenlight Wallet based on settings that are chosen by the Parent.
  Following the card spend transactions that were completed on February 5, 2025; February 7, 2025; February 8, 2025; March 7, 2025; and April 4, 2025, unspent funds were returned back into the Parent Wallet. 
  Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. Based on our review, it appears that the Secondary Cardholder did reach our Customer Support team however, the information we are permitted to provide to a non-Parent is limited. A member of *************************** will be in touch with ******** directly in hopes to answer any additional questions or clarify concerns that may exist. We would also welcome ******** to call our Customer Support at ************.
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Order 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.

  Signed up using a referral code, expecting a $30 credit. It never showed up. I called customer service, they said as soon as I made a transaction, it would appear. I made a transaction and it never appeared. Called customer service again and was told I had to have the account for a month before the credit would appear. I waited a month, still no credit. I called customer service a third time and was left on hold, on and off with an agent for more than half an hour while she "escalated my concern." **************** also asked for me to spell the name of the mom who gave me the referral code... shouldn't that be embedded in the referral code? When I was told I would be filing a complaint with the BBB, I was magically transferred to their "escalation team."Further, the mom who gave me the referral code was also supposed to receive a credit, and when I asked if she had, I was told she would also have to call customer service! Still no credit. Would like the $30 credit that they advertised and would also like confirmation the credit was given to the woman who shared the referral code.

  

  Business Response

  Date: 04/01/2025

  Greenlight has investigated the concerns presented by Ms. ******* and it is our hope to provide clarity and answer any questions that may remain.
  
  
  On 2/28/25 and 3/11/25, Ms. ******* contacted our **************** team for clarification regarding monthly fees and referral bonuses. During these calls, our representatives explained the subscription and associated monthly fees, ultimately waiving two of them. Additionally, the referral bonus eligibility was also explained. In order to be eligible, it was shared with Ms. ******* that she needed to activate her childs card and complete one settled transaction. Our representative explained that Ms. ******* had not yet been a Greenlight customer for 35 days, which was the final requirement she had not met to qualify for the referral bonus. 
  
  
  On 03/28/25, Ms. ******* called again, expecting the referral bonus to be applied to her account. Our **************** team confirmed that the referral credit had been applied to her account right before the call, and both Ms. ******* had received her respective credit. Our Customer support team also provided clarification on the requirements for the referral bonus, apologized for the confusion, and the delay. Ms. ******* acknowledged the explanation and appeared to be satisfied with the outcome. 
  
  
  We regret any confusion or frustration Ms. ******* experienced and will follow up with our **************** team to ensure that they are addressing all questions and concerns in a clear and timely manner. We take customer feedback seriously and have reviewed the matter internally to ensure that our representatives provide consistent and accurate information. We are pleased that the referral bonus was ultimately credited to Ms. ******** account and hope that this resolution addresses her concerns. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We would be happy to answer any additional questions Ms. ******* may have.
  
  

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  

  While I disagree with their characterization of my phone calls, I did get the credit, which was my initial complaint. But it shouldn't necessitate 4 phone calls, with 4 different answers and expected timelines to reach a resolution.

  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:03/24/2025

  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 am filing this complaint regarding an extremely frustrating experience with Greenlight Finances customer service and their refusal to issue a refund.I initially contacted Greenlights customer support regarding a refund for my membership fee, the cost of a custom card, and my original deposit. Unfortunately, the representative I spoke with, *****, was extremely rude and unhelpful. Despite repeatedly requesting a refund, I was denied because Greenlight claimed they could not verify my account.I am very upset with how this situation was handled. As a customer, I expected professional service and a fair resolution, but instead, I encountered poor customer support and an unwillingness to assist. Given that I provided all necessary information, I see no reason why my refund request should have been denied.I am requesting that Greenlight Finance issue a full refund to my card ending in 0947, including:The membership fee The cost of the custom card My original deposit If this issue is not resolved promptly, I will escalate my complaint further. I appreciate your immediate attention to this matter and look forward to a resolution.

  

  Business Response

  Date: 03/26/2025

  On Friday, March 14, 2025, Mr. **** contacted Greenlights Customer Support team to add his childs card to Apple Pay. ***** Pay provisioning is completed by a specific team and we are following up with that support members management to understand what occurred and provide additional coaching as needed. We are sorry that Mr. **** had a negative experience and that this matter was not escalated internally to provide guidance and correct the issue sooner. Mr. **** deactivated his account already; however, we can confirm that a $10 refund has already been processed as of today, 3/26/25 and should post to his Funding Source within 3-4 business days according to bank processing timelines outside of Greenlights control. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. A member of management will be contacting Mr. **** directly to discuss further in hopes that we may understand what went wrong and what we can do to correct it.

  Customer Answer

  Date: 03/26/2025

   
  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,
  
  ******* ****

• Initial Complaint

  Date:03/21/2025

  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.

  My account and all of my childrens cards were randomly frozen due to suspicious activity. The only activity that had been used was a gas station purchase of $6. I was not notified that the cards were frozen until trying to use them. Then when I called to verify my identity they said I couldnt do it over the phone that I had to wait on an email. This was yesterday and I am still waiting. My kids cannot access the money on their cards and need to pay for things. I have called, texted, and emailed with no solution. I have over $1,000 on the account that is unusable.

  

  Business Response

  Date: 03/25/2025

  On Thursday, March 20, 2025, Ms. ******** contacted Greenlights Customer Support team to ask about a temporary hold that was placed on her account while it was undergoing evaluation. Ms. ******** was advised that the matter would be escalated to the Risk team. That same day, the Risk team contacted Ms. ******** via email to determine if a large transaction that was observed was in fact authorized by Ms. ********* The Risk team also requested that Ms. ******** provided a copy of her photo ID. Ms. ******** unfortunately did not respond to the email until the following day on Friday, March 21, ****************************************************************************** question was authorized. The hold was removed on the same day we received the clarity. We apologize for this inconvenience however, our internal controls are implemented with the best intentions and to protect our valued Customers. ******************** makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. Should Ms. ******** have any additional questions, we would be more than happy to answer them.

• Initial Complaint

  Date:02/26/2025

  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.

  Greenlight allowed fraudulent charges to come through on my daughters card for over three months even though we put a freeze on the card. They also allowed someone to trigger multiple transfers from my personal bank. This is not the first time this has happened and when we told them they were fraudulent they needed over 180 days to return a portion of the money. This app is not have good security and at this point I would like all of my personal information deleted and they said they cannot do that for at least 5 years.

  

  Business Response

  Date: 02/27/2025

  Greenlight has investigated the concerns presented by Ms. ********** and it is our hope to provide clarity surrounding the events that occurred. On 10/06/25, Greenlights Fraud team reached out to Ms. ********** via email to confirm whether a series of card transactions were authorized or unauthorized. In the email, Ms. ********** was provided with instructions on resetting her childs password, enabling biometrics, and an offer to ship out a new card if the transactions were to be confirmed as unauthorized. Greenlights Fraud team placed a temporary hold on the account, but we unfortunately did not receive a response to this email from Ms. ************************ 02/26/25, Ms. ********** called Greenlights Customer Support team to deactivate her ******************** account and notify us of the unauthorized transactions occurring on her childs card. Our Customer Support team offered to dispute these transactions; however, Ms. ********** declined and insisted on proceeding with deactivation along with the removal of her personal information. Although, our Privacy Policy does state We may retain your personal information for as long as it is reasonably needed in order to maintain and expand our relationship and provide you with our Services; in order to comply with our legal, regulatory and contractual obligations; or to protect ourselves from any potential disputes, our customers may submit a request to clear their personal data at any time by filling out the form on our Privacy page (*******************************************************) under the section titled How to Submit a Request.

  
  As of 02/27/25, Ms. *********** personal information was removed per her request and her account has been deactivated as requested. We do apologize for any inconvenience this may have caused. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. ******************** does consider this matter resolved, but if Ms. ********** would like to return to Greenlight in the future, we would be happy to have her back and waive 3 monthly fees on her account.
  

  
  

• Initial Complaint

  Date:02/20/2025

  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 have transferred money to my Greenlight account with a bank account and have closed this account. ******************** will not allow me to transfer money out to my other accounts however they are happy to transfer money into Greenlight from any account. They are making it unreasonably hard to transfer money out so they can hold on to my money.

  

  Business Response

  Date: 02/24/2025

  See response attached. Thank you.

  Customer Answer

  Date: 02/27/2025

   
  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:02/02/2025

  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.

  Set up an account for my children with this company and never received the cards after depositing money in their accounts. Time lapsed, and they deactivated the parent account. When called to reactive the account, they put me through a series of security questions, each of which was answered, and then after waiting 30 minutes they asked for me to send a host of additional information including a copy of a social security card, a copy of a drivers license, a copy of a utility bill - all just to reactive a card a pay as you go debit card that I already had setup, and had already answered their dual factor identification for. This is a fraud operation that has $40 of my money. I can set up an account at the local bank for my kids.

  

  Business Response

  Date: 02/05/2025

  Greenlight has investigated the concerns presented by Mr. ***** and it is our hope to provide clarity.

  
  On 8/5/23, Mr. ***** opened a Greenlight Account. Shortly after the account was opened, ********************* Customer Support team was contacted by an unknown individual on 8/11/23 and 8/14/23, advising Greenlight that they had received Mr. ****** Greenlight Card in their mail. As a result of this notification, Greenlights Customer Support team contacted Mr. ***** on 8/14/23 to verify his information. We left a voicemail and we emailed him, both outlining the steps required in order to complete our review and fulfil our compliance obligations.

  
  To help the government fight the funding of terrorism and money laundering activities, Greenlight is required to obtain, verify, and record information that identifies each person who opens an account. When you open an account, we will verify your name, address, date of birth, and other pertinent information that will allow us to validate your identity. Although we strive to maintain a seamless onboarding experience, there may be times where we are required to ask for your drivers license or other supporting documentation in order for Greenlight to comply with the regulation(s).

  
  We did not receive a response from Mr. ***** after several attempts to contact him. As a result, we deactivated his account on 8/16/23. We returned any money he had loaded onto our platform by way of ACH on 8/22/23 in the amount of $30.02. As of this writing, Greenlight is also returning an additional $19.98 which was the cost of two custom cards that he had ordered.

  
  Should Mr. ***** wish to reactivate his account in the future, we would require the initially-requested documentation that was not received. He may also contact our Customer Support team for additional guidance. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We apologize for any inconvenience.
  

  
  

• Initial Complaint

  Date:12/26/2024

  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 closed my greenlight account in October 2024 at which time they sent me a refund check of $284.40. Since then, they continue to service charge me $9.98 per month for October, November and December 2024.I have tried to call the ************ number and it just hangs up. I tried chat and to have it call me back and it is not working.

  

  Business Response

  Date: 01/07/2025

  Please see our response attached. Thank you.