ComplaintsforGreenlight Financial Technology, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I transferred a large sum of money into the Greenlight account to put into my kids' accounts. Of course I had to break it up into parts, as it only let's you put a limited amount a day. Today, they wiped out all of the funds in two of the child accounts checking. They withdrew $265 out of the account. They told me it was a bank reversal. They told me one of my $800 deposits didn't go through. I have proof from my bank statements that it did. Also, my bank would not have made a partial payment and they only took the $265 out of the account and didn't try for "the rest." They told me that even though it shows it was paid that it wasn't. Now what was left in savings from my kids' accounts is locked and the only way to get it back is to wait a week for it to be put in my bank account.

  

  Business response

  07/26/2024

  Greenlight has investigated the concerns presented by **************** and it is our hope to provide clarity. **************** transferred $265.00 from her bank account to the ******************** account on 07/19/24. When transferring funds via ACH, these funds can take up to 5 business days to fully settle, similar to an electronic check. Greenlight will front the funds to the customer immediately so they do not have to wait for the funds to fully settle with their bank. The $265.00 transfer was scheduled to fully settle with ****************** bank on 07/23/24, however, Greenlight was denied receipt of these funds which resulted in the reversal of $265.00. 

  
  We do apologize for any inconveniences this may have caused. ****************** Greenlight account is now closed upon request, but in the event she would like to reactivate her account we would love to offer to waive 6 months of fees. Please reach out to us directly if you have any additional questions or concerns.
  

  
  

  Customer response

  07/27/2024

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've had a greenlight account for a while. A year ago I changed my phone and contacted greenlight to give them the new phone number so I could access my account and be able to deposit funds for my kids. I got a text saying I no longer had a greenlight account and that was why i couldnt access it. I didn't care to continue with greenlight and accepted that it was a closed account. I notice a few months later, that I was still being charged for an account that I was told was closed. I emailed greenlight to ensure it was canceled and get my money back. A few months later it happened again. I'd get a text or email saying I have no account, yet they continued to withdraw money from my bank account. In ever correspondence to greenlight, i provided my name, my old phone number, new phone number, date or birth, name of 2 kids on the account. I provided plenty of information for an agent to be able to access my account. They always told me that I had no such account. It's been dormant for about a year and they kept charging me and telling me I had no such account. I finally called to ensure it was canceled, though I prefer everything be in writing, like all the previous correspondence. I am not sure if it was actually canceled this time. I know i got no refund. They offered a partial refund but only if I kept the account opened. I don't want it, nor need it, after a year of having no access. I've found other means to transfers my kids money because this greenlight account just didn't work, regardless of house many times I reached out.

  

  Business response

  06/28/2024

  Greenlight has investigated the concerns presented by ************************* and it is our hope to provide clarity. On April 24, 2023, ****** reached out to our customer support team via email and requested their phone number be updated so they can log in to their account. Our team responded and advised that ****** would need to call into our support center to make any updates to their account as these updates cannot be processed by email or text. This policy is in place to protect the security of our customers information and to combat fraud. We did not receive a phone call from ****** that day. 

  
  On August 26, 2023, ****** contacted our customer support team via text stating they are unable to access their account due to their phone number changing. Our team responded stating we were unable to locate an account from the phone number they were messaging from and requested they provide us with a phone number or email address that is attached to their Greenlight account. ****** provided these details and our team responded with a message asking ****** to call into our support center to update their phone number so they can gain access to their account. We did not receive a phone call from ****** that day.

  
  On December 7, 2023, ****** contacted our customer support team via email informing us again that they have been unable to access their account due to their phone number changing. They also stated in this message that their account has been charged for the monthly fee even though they cannot log into their account. Our customer support team responded and asked ****** to call in to our support center to deactivate their account. We did not receive a phone call from ****** that day.

  
  ****** called in to our support team on June 27, 2024 and requested their account be closed and refunded. Brandis account was deactivated and our team was able to refund 7 months of monthly fees totaling $34.93 back to the funding account on file which they should receive within 5-7 business days. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. Thank you very much for your attention to this matter.
  

  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The card was great when you use it. That all ends when you try cancelling the card. As soon as my sons received their own debit cards from our credit union, I called Greenlight to cancel their cards. I had the cards destroyed. I thought it was done deal. Not! A year later I see a transaction come across at our credit union for the annual membership fee. I contacted support and asked them to refund the money as the account had been closed. They told me the account had not been closed and that there was actually a transaction on the account within the last 30 days! I explained that the cards had been destroyed so we could not have made a transaction.Despite my references to the account being hacked and a lack of security on the card, they ignored it and did not reply. They said the amount could not be refunded. I replied numerous times and once again, they never addressed the security issue.It's a scam. They keep your money and make up excuses as to why they cant refund the money. They offer know proof and ignore and inquiries.Not a very good, reliable or secure company.

  

  Business response

  07/01/2024

  Greenlight has completed a full investigation into the concerns presented by the customer. Records show a conversation between the customer and ******************** **************** in June 2023, where the customer advised he was deciding to close his account. ******************** asked the customer to confirm the last four digits of his funding source so a refund could be processed back to the correct account but the customer never responded. On June 27, 2024 when the customer reached out again, ******************** initiated a refund for the last 12 months of fees that had been charged, as well as the transactions being disputed by the customer. ******************** confirmed the customers mailing address and issued a check for the refund amount. The customer was advised of this and the timeframe to expect the check. At this time, the customer's account is closed. ******************** makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We hope this resolution is satisfactory and consider this matter closed.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/03/2024 I tried to transfer my daughters life savings of $1475 into her Greenlight account. It made me transfer it in 2 transactions. One $675 and one for $800. The money cleared my bank account that evening. Three days later it was showing as pending on my Greenlight account. I inquired about it and they said it could take 3 more business days. Today the $675 cleared but the $800 is not even showing as pending anymore. When I asked them about it they said the transaction failed (even though it cleared my account a week ago) and that it will take 5-7 to resolve itself. This means theyre holding my money for over 2 weeks with no explanation whatsoever. I want my money credited back to my account immediately and a refund for whatever fees were charged for this insane account upgrade they sold me to get the better savings rate.

  

  Business response

  06/17/2024

  Greenlight has completed a full investigation into this complaint. On 6/3/24, the customer initiated two loads in the amounts of $800 and $675. These transactions can take up to 3-5 business days to process. The loads settled on 6/10/24 but only the $800 load was released to the Greenlight account because of the daily load limit of $800 disclosed in Greenlights load limits table (agreed to during registration and found at **************************************************************). The $675 load was rejected and sent back to the initiating bank account, which will post within the banks processing timeframe. A screenshot of the loads is attached for reference. The customer contacted our customer support on 6/10/24 and this process was explained to him. The upgrade requested on 6/3/24 will not go into effect until the next billing cycle so he has not been charged for any upgrades at this point and can downgrade in the app if he would like. 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 and hope this resolution is satisfactory. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sons birthday was last week so he received several money gifts. We were never told there was a $300 gift limit. There are 2 separate $100 gifts that were sent they we are not able to retrieve. I called customer service 3-4 times. The first time I called was 5/30 in which I was told we had to wait 7 days since we were over the $300 limit and this would be available 6/3. I tried 6/3 and 6/4 and still were not able to receive the money. I spoke to customer service twice provided the gift codes for both transactions (7833d8) and (81d2ea). I keep getting the run around and was on the phone a total of 2 hours with no resolution. I want my sons $200. I will take this how ever far I need to because that is stealing and he is a kid.

  

  Business response

  06/11/2024

  Greenlight has completed a full investigation into the concerns presented by the customer. The customer redeemed ******************** Gifts of $10 and $100 on 5/25/24 and $91.43 on 5/26/24 respectively. The customer contacted ******************** on 5/30/24 and was advised of the $300 rolling 7-day limit. The Greenlight Gift Terms of Service state Limits on the Use of the Greenlight Gift. For security or other reasons, we reserve the right to impose limits on the Greenlight Gift, including limits on the amount of purchase, subject to applicable law. We impose limits for various reasons, including as risk controls and to maintain the security of our customers and their accounts. Our help center discloses the various limits for our Gift of Greenlight feature, as seen at *****************************************************************************************************************************************************. Once the rolling 7-day limit has passed, the remaining gifts can be redeemed, meaning as of 6/2/24 the remaining $200 can be redeemed by the customer by going to Settings > Gifts and subscription credits > Greenlight gift and entering the Greenlight gift code in the box. As seen in the attached screenshots, the remaining gifts are available for redemption.

  Customer response

  06/11/2024

   
  Complaint: 21805331
  
  I am rejecting this response because:
  
  I went through those responses and prompts with customer service several times after this complaint. Provided screenshots and emails. We were told the $200 would be refunded, but we still have not received the refund. We keep getting the run around and no solution.

   

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

  

  Business response

  06/12/2024

  As requested, Greenlight has refunded the two remaining gifts to the senders, and they are no longer available for redemption in the app. We have communicated this to the customer. We hope this is a satisfactory resolution and consider this matter closed.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Greenlight allowed access to my checking account and i do not have an account nor do I have children. When contacted they said they too many accounts and could not help me. I reported them to my bank and blocked all transactions, but have to close the account.

  

  Business response

  05/31/2024

  Greenlight has completed a full investigation into this complaint. We attempted to locate an active account in our systems using the contact information that was provided by Ms. ******************** we were unable to locate them as a Parent or Secondary Approver. We were also not provided with ******************** bank account and routing number in order for us to attempt to locate an account. ******************** makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. In order for us to continue our review, we kindly ask that Ms. ******************* us and provide additional identifying information so that we may review further. Given the sensitivity around customer information and the security of our accounts, we do hope this resolution is satisfactory and apologize for any inconvenience it may have caused. It appears that **************** has taken the appropriate action with her Bank in disputing the unauthorized ACH debit(s) she observed on her bank account. We would be happy to investigate further, but we are unable to locate an account with the information provided.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to check on my pending deposits to see why they werent posted to my account. **************** could not give me an answer why. Immediately after I ended the call I received a email stating my account was deactivated. I called to ask why and the rep stated that because they dont think Greenlight suites me. They refused to reactivate my account. My money has not been returned.

  

  Business response

  05/30/2024

  Greenlight Management has reviewed Ms. ****** concerns and it is our hope to provide clarity. As a result of our review, we can confirm that ************** has been issued the full amount of her wallet balance ($180.08) which was issued to her via ACH to her *************** on 5/29/24, a day after her account was closed. We have attached a receipt showing the $180.08 credit that was sent back to the *************** on file. The funds should settle in Ms. ****** bank account according to bank processing timeframes that are unfortunately outside of Greenlights control.  During our review, we did note that Ms. ****** account was closed on 5/28/24. Although ************** was notified of the account closure, she did continue to initiate wallet load attempts on 5/29/24 that were denied. ************** contacted our Customer Support team on 5/29/24 to request that her account be reactivated, but we made a difficult business decision to maintain the closure status.
  
  During our review of the closed account, we did note that the activity on the account presented increased risk to Greenlight in the form of over 70 failed wallet load attempts in a short period of time from her *************** ***** account) due to insufficient funds.
  
  We did observe that ************** was unable to reach a team member during a call transfer to our Risk team and she called back. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We are sincerely sorry for the phone call experience and have coached the staff member that interacted with ************** to ensure that Customer calls are transferred correctly and in a timely manner.

  Customer response

  05/30/2024

   
  Complaint: 21772073
  
  I am rejecting this response because: I was refunded the $180. I also had two transfer after that one for $100 and one for $50. Spoke to a representative he confirmed those two transfers and said I would be refunded for those as well. Still no refund. Contacted them again now they are saying I never made those transfer but in the recorded call with the agent he confirmed the transfer. They are stealing customers money and acting like the transfer failed when I clearly see my bank statement that says they received the funds
  
  Sincerely,
  
  Page *****

  

  Business response

  05/30/2024

  Greenlight has reviewed the two transactions referenced and both transactions did not settle and were ultimately declined and sent back to ****************** financial institution. ****************** account was closed on 5/28/24. Greenlight has attached two transaction records showing the attempted transactions ($100 and $50) that were not settled. Please refer to files "$100 Decline" and "$50 Decline." It is recommended that ************** contact her bank to investigate further as Greenlight does not maintain any funds of ************** beyond the $180.08 that was returned to her Funding Account on 5/29/24 as previously provided.

  Customer response

  05/30/2024

   
  Complaint: 21772073
  
  I am rejecting this response because:
  No refund was issued on 5/29/2024
  Sincerely,
  
  Page *****

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday May 12,2024 I made a call to this business on behalf of my two daughters who had a debit card with them through their father who is now deceased, I called to get a balance only a balance so my daughters would be able to use their cards. I explained to the customer representative that the account was under my deceased ex husband and gave her the phone number for the our girls account. Once the representative gave me the balances she on her own started a refund on one of my daughters account, as she started to explain what she was doing I stopped her and explained that I did not ask for a refund we only needed a balance so that they could use their cards she then proceeded to explain that it was already started and she could not reverse the transaction. The customer representative then explained that I had to send in is death certificate and out IDs for documentation, I did exactly what was asked of me. The problem is They will not refund my daughter her money because of a mistake on their end. Their sending the money back to his account and he is deceased and I am not Head of his estate because we were divorced but out now my daughter is out of her ****** dollars because of a mistake on their end and it will be either going to a closed account or someone else. I never asked or told the representative to refund anything just a balance so they could use their card. in the process my one daughter account she did not touch, but my other daughter money is gone now.

  

  Business response

  05/31/2024

  Greenlight Management has reviewed the concerns presented and it is our hope to provide further clarification. ********************* is not a Customer of ********************, but she did contact our Customer Support team on 5/12/24 to notify us that her former spouse (our Primary Accountholder) had passed away. She advised our Customer Support team that she would like the remaining funds on the account be returned to her by way of check to her address. In alignment with Greenlights policy, our Customer Support team instructed ********************* to upload a copy of the Primary Parents death certificate. 
  
  
  A death certificate was received and reviewed on 5/22/24 and the account was closed in accordance with our Policy due to the (now deceased) Primary Accountholder being solely responsible for the prepaid account, including any prepaid cards issued for a Secondary Cardholders use. Our Terms of Service provide clarity as to the ownership of funds that remain in the Prepaid Account. Additionally, our Cardholder Agreement states that upon account closure, unused balances would be returned by refund to the Funding Account or via a check to the mailing address we have in our records. With the Primary Accountholder being deceased, we did respond to ********************* via email, outlining her options for refund as per our policy. The options provided were as follows: (i) via refund back to the Funding Account on file; (ii) via check to the Primary Accountholder to the address on file; or (iii) via check to the ***************************** if they provide probate/court documentation that clearly states the funds should go somewhere else.
  
  
  ********************* notified us that she is not the Head of the *****************************, did not have estate paperwork to provide, and advised us via email that we could not mail a check to the address on file because she had concerns with someone living at the residence of ****************************************. At the time of our messaging, this left ********************* with two options, which we clearly outlined via email to her on 5/23/24. The two options were (i) via refund back to the Funding Account on file or (ii) via check to the ***************************** if probate/court documentation could be provided. She responded to our message saying that it seemed like there is nothing she can do and her daughter would be out of her money. After receiving that response, Greenlight Management called ********************* to discuss further and we also followed up with her via email. While we do sympathize with the difficult loss and settlement of remaining funds, ********************** preference to mail a check to her was unfortunately something that we could not accommodate. 
  
  
  Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. At this time, ******************** has attempted to return all funds ($218.37) back to the Funding Account on file in accordance with our Cardholder Agreement, but ************************************* Funding Account no longer appears to be valid, meaning funds cannot be sent to this account. Because of this and because ********************* confirmed she does not have paperwork, a check has been issued and will be mailed to the address that we have on file for **************************************** as outlined in our Cardholder Agreement.  The check will be made payable to ************************************ and would require his Estate to ensure its endorsement.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used greenlight as an allowance tool for my two children for a couple years and then stopped using it after a while but never cancelled the account. After a couple years of not using the service i recently cancelled the account only for the company to hold onto the remaining balances on the two accounts despite being told it would be refunded back to my bank account in 5-7 days. I received 4.99 back into my checking account, but the saving accounts for my kids totaling $150 they were holding onto. When I called to find out when it would come back they said I had no funding source even though they just sent back some money to my back. They then said they can process checks which will take another 14 days, after the company says they send it back to your bank. When I called they also said they wouldnt have refunded the rest if I didnt call them. Do not use this service, it is deceitful and a poor service.

  

  Business response

  05/21/2024

  On May 14, 2024, Greenlight received a notice by **************** to close their account by initiating an in-app request. When an account is closed, ******************** returns the remaining balances back to the former Customer by check or by ACH to the Funding Account on file. If sent by ACH, remaining balances can take from 5-7 days to post to a bank account depending on bank processing times.
  
  On May 20, 2024, **************** contacted our Customer Support team to inquire on the remaining balance. It was during that interaction that a member of our Customer Support team advised **************** that the only way to issue a refund was to issue a check which could take an additional 14 days. This statement was unfortunately inaccurate as funds can be returned to Customers via ACH. Upon completing our investigation, a check was not sent on May 20, 2024. As of this writing, $150.90 has been sent back to **************** via ACH and should post to her bank account within 5-7 days depending on bank processing times.
  
  We sincerely apologize for this experience and delay. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. ******************** escalated this matter internally and additional coaching was provided to the staff that handled ******************** account to ensure that funds are returned within the timeframes we outline to Customers.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm divorced, my ex-wife started this account so we could help our 2 children learn to manage money. This evening I tried to load money into the Parents Wallet in order to give my daughter 20 dollars. The app kept giving me an error message, over and over. I logged off and back in, tried several ways to get it to work, nothing was successful.5 minutes later, Greenlight took 160 dollars out of my bank account and dumped it into Parents Wallet (8 transactions of 20 dollars each, after stating after each transaction that it failed and did not work). I only needed the one transaction to help my daughter out, now I'm out the other 140 dollars. I go to Parents Wallet to try and get that money back.. there's no way for me to do so. Why on earth would you so poorly design your app? Don't even start with "we don't want someone to take the primary account holder's money"... you could EASILY set it up to only allow each account user to move money they themselves had put in. This is such an appallingly bad setup. Bad enough that your glitchy app took that much money out of my account, but worse that I have NO WAY to get it back.

  

  Business response

  05/28/2024

  Greenlight has completed a full investigation of **************** complaint in hopes to provide clarity. On May 16, 2024, **************** attempted to load $20 into the Parent Wallet of the Greenlight account a total of 8 times. **************** stated in his complaint that he received an error message with each attempted load, after which a total of $160 was added to the Parent wallet. This was due to some latency issues within the app, which have since been resolved. **************** is listed as an Approver on the Greenlight account and as such does not have permission to transfer funds out of the account; only the Primary Accountholder has access to that functionality due to the structure of the account. An Approver on a Greenlight account must call our customer service line to request a refund. As of May 21, 2024, Greenlight has refunded $140 to **************** funding source and a member of the customer service team will reach out directly to provide details regarding the refund. We hope this resolution is satisfactory and apologize for the negative experience.

  Customer response

  05/29/2024

   
  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,
  
  *******************

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