ComplaintsforGreenlight Financial Technology, Inc.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 1st my bank was finally manually verified and accepted for me to send money to the app greenlight to be able to track my child's spending, investments etc. I paid $9.99 for a custom debit card with her picture on it. I then made 8 deposits from my bank to our greenlight account t to disperse to her wallet. The total of all deposits together equals $403.02 (proof in photos) my transfers went through and my bank showed the transactions as completed and sent to greenlight. The money was in greenlight but we were unable to use it because we have to wait on my child's debit card to come in. We weren't aware that we would trecie e a virtual card number to be able to spend the money that this company literally pushes you into putting in the account as quickly as possible. I think thats wrong to not be up front and tell your customers you're going to have to wait for the card for however long it takes the mail to get it here. Besides that, 2 days later I open the app and notice my parent balance is negative over $200. We haven't spent any money since the card isn't here so I didn't understand why I was negative. I texted back and forth with customer service from February 3rd, to now and they say it was a transfer reversal because my bank didn't have the funds. But I called my bank and they say the money was sent to greenlight and deducted from my bank account. I e asked politely for my money back. I've screenshot the completed transactions as proof and they still refuse to put my money back in my account and have locked my ability to place any funding account on the app so I'm basically locked out because they made a HUGE error. I'd like my $403.02 returned to my greenlight account and id like a sincere apology as this has been a huge inconvenience all together. I work hard for my money. I did everything the right way and proved myself time and time again. They did nothing but deflect and ignore most f what my messages said. I'd like a full refund and apology

  

  Business response

  02/08/2022

  Greenlight has looked into the customers complaint. On 2/1/22, the customer initiated eight loads to the ******************** account totaling $309.99. Greenlight made the $309.99 available to the customer for immediate use while waiting for the funds to settle from the customer's checking account. On 2/3/22, when Greenlight was scheduled to receive payment for the funds that were made available, the funds were not released to Greenlight from the customer's ******************** institution. On 2/5/22, the customer was emailed eight receipts from the loads initiated, each indicating a declined transaction from the customer's ******************** institution. Greenlight has attached the receipts to the complaint as well for reference. 

  Customer response

  02/08/2022

   
  Complaint: 16734922
  
  I am rejecting this response because:
  Each of the eight transactions have been completed and the money pulled from my balance in my bank. The funds are not in my account. I can provide updated screenshots to prove that the status of completed has never changed on my banks end, indicating a problem on their end either with their technical units or with system updating problems. The money HAS been taken from me and dispensed into greenlight. They took it back out presumably because my bank was insufficient in funds but my bank support still stands behind the completed payments and has been every day that I've contacted them since this happened. I'd like my money back. I've not recieved it and I want it. 
  Sincerely, *********************
  
  *********************

  Customer response

  02/18/2022

  Subject: Re: You have a New Message from BBB Serving Metro Atlanta, ****** & NE *******, Complaint #********

   

  I don't understand how you can close this and stay the business in good faith tried to resolve anything. They never even responded to my response about my bank telling me the payments were indeed completed and deposited into greenlights account. I've not recoeved my money back. I deserve that. I don't agree with your actions to close this case. The business did not do anything in good faith. They haven't even tried giving me my money back. In fact, the $150 thats currently in my account with them I can't do anything with. I can't get it out, I can't activate the card. Theyve frozen everything and will not do anything to give me either of my money's back. Not the money I'm missing nor my money thay they've locked up in their account. How is this ok? And how can you in good conscience stand behind a business like this?  People rely on your business to help get solutions. Not for you to support businesses stealing only from consumers. I'd like **** to he reopened please as I've not heard anything back from them. 

  

  Business response

  02/18/2022

  Greenlight has attached receipts for the 8 transactions in question, totaling $309.99. The attached receipts confirm that the transfers were declined by the customer's ******************** institution. Greenlight would advise the customer to provide the attached receipts to their financial institution, as Greenlight was unable to retrieve any funds from the eight transfers initiated by the customer to their ******************** account on 2/1/22. When Greenlight attempted to withdrawal the funds made available on 2/3/22, each was declined by the customer's ******************** institution due to insufficient funds. 

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Orders GL card for child. Funded account. Card wouldnt turn on. Had to reverify account with PLAID. Account verified and Childs profile completed and card was supposedly activated. Child tried to use card and it was declined. Called to inquire and customer service stated the date on the card was incorrect and need to be updated. After it was updated child tried using the card later that evening and card was declined again. **************** said they couldnt find the transaction but we FaceTimed our child as they attempted to use the card and watched as it was declined several time again. They have zero ideas and are charging us a monthly fee for a card we can not use. **************** was unhelpful to say the least.

  

  Business response

  02/03/2022

  Greenlight has looked into the customers complaint. On 01/28/22, Greenlight walked the customer through reverifying their funding source through Plaid. On 01/31/22, the Greenlight card was declined for (2) $6 Square transactions at Johnstown Athletic. The parent reached out to Greenlight on 02/02/22 regarding the two declined transactions. The parent was informed the card was declined due to a debit card and expiration date mismatch. Greenlight activated the childs debit card and the child was able to make a successful Amazon transaction in the amount of $8.57 on 02/02/22.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my account with Greenlight. Zaira with ID number **** cancelled the account and initiated refund of $605.94. 7 business days was promised but until now i still o not have my money back.

  

  Business response

  02/02/2022

  Greenlight has looked into the customer's complaint, it appears the ******************** account was closed per the customer's request on 1/23/22. On 2/1/22, the refund for $605.94 was processed to the customer's checking account on file. On 2/2/22, in response to the customer's complaint, ******************** emailed the customer a refund receipt to confirm the $605.94 was refunded to the requested checking account on file. 

  Customer response

  02/02/2022

   
  Complaint: 16700328
  
  I am rejecting this response because:
  until now, after more than 5-7business days there was no refund reflecting on my account. Refund should have been processed on the day the account was closed. From that day, it is reasonable for the  customer to wait for 5-7 business days as promised. It has been more than 7 days but no refund was received on my account. There is no reasonable alibi to keep my money when account has already been closed.   

  Please send my money back now.

  
  Sincerely,

  Holy ******

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 14,2022. I called this company and closed out the account. AS of today I have still not received.now I am being told that the refund was issued to an account not issued until 01/27/2021 after being told that was issed on 01/20/2022.Now I found out that that the larger part was sent to an account that was closed but they did send the smaller amount to the correct account. Plus the total amount that was refund does not add up to the total that was on both cards. This has been a total nightmare from day one.Layla always had issues with using her card and ****** had no issues. I just want my funds refunded back into the correct account and be done with this company.

  

  Business response

  02/03/2022

  Greenlight has looked into the customer's complaint. On 2/1/22, the customer reached out to ******************** expressing concern that the refund of $50 was sent to a closed bank account. On 2/1/22, Greenlight emailed the customer receipts for the 4 refunds processed to the customer's checking account on 1/27/22, totaling $50. All receipts confirm the 4 refunds were successfully processed.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son has had a Greenlight account for over two years. About six months ago while on vacation I tried to make a withdrawal from an ATM at a bar. ( I didnt have my purse with me but I was still carrying my sons card from earlier ) It was denied and I didnt think much of it. No word from Greenlight regarding this denied transaction. Six months later, I contact Greenlight to inquire about a refund from Amazon that wasnt appearing back in his account. No response. The next morning both my sons and my accounts have been cleared from our phones. When I called Greenlight customer service I was told our account had been closed due to misuse of the card ( the declined bar transaction six months prior) My son was banned from ever opening another account and the two refunds from Amazon, one for $471.75 and another for $1831.74 were never refunded.

  

  Business response

  02/10/2022

  Greenlight has looked into the customers complaint. On 1/31/22, the customer reached out to check on the status of two Amazon refunds, one for $471.75 and the other for $1831.74. Greenlight informed the customer we do not see record of a transaction for $1831.74, customer stated on the call with ******************** that the purchase was made on the customer's personal debit card, not her childs Greenlight card. The $471.75 purchase was made on the Greenlight card and that money has been returned from the merchant (Amazon). Greenlight has processed a refund back to the customer's funding source for the $471.75 returned by Amazon. On 2/3/21, Greenlight emailed the customer refund receipts to confirm refunds were processed.
  
  Greenlight has also reviewed the account closure for potential gambling transactions, ATM use at a bar, and large airline purchases. After review of the complete history, we believe this account closure is able to be reversed and the account reopened upon customer agreement. We however will point out the Greenlight Terms of Service and remind the customer that the above-mentioned transactions on a childs Greenlight card could lead to further action.

  Customer response

  02/11/2022

   
  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

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Greenlight is misleading customers by not stating in their policy that a child can't use the debit card to pay his **** concerning his car, internet service etc. A manager and agent claim it is policy. Policy states he is allowed to pay for internet, telephone which are considered bills and the use to lease etc. They have also questioned my son's spending habits as if they are the ones earning his money. I asked a supervisor where does it state my son can't pay for his car and insurance and they can't provide the information in writing. Greenlight is also using parents funding accounts to clear their pending funds by charging the parents funding account even though the money is tooken from the child's account. Example, son buys a $13 rake, moves $15 from general savings into spend anywhere proceeds to pay for the rake ending balance in spend is $2. Purchase will show pending for about a week meanwhile greenlight takes your funding acct and charges you 13 which causes my debit card to overdraft. This has been going on since oct.21. greenlight also blames the merchant. Greenlight has charged my funding account over $200. Since oct 21. Greenlight also refuses to give you corporate #,to file a investigation. It's always the same supervisors calling you back with the runaround. Greenlight also questions your child's spending as if they are the ones earning the money. Greenlight has blocked sons 2nd funding acct after having to order a new card # due to our cards being compromised. will say ****** has refunded me some $ but not all and is very polite. The others just hang up when questioned. Something about greenlight is very fishy. I'm hoping corporate will read this, my son is refunded, policy will stick to what the agreement states, and my sister can be able to ad her info. back. Greenlight will accept responsibility for the funding accounts being overcharged since 10/21

  

  Business response

  01/31/2022

  Greenlight has looked into the customer's complaint. In the Cardholder Agreement acknowledged and agreed upon during registration of the customers Greenlight account, it states the prepaid card account and associated direct deposit number cannot be used to make payments through preauthorized direct debits from merchants or from utility or **************** providers. 

  In regards to the money being pulled from the parents funding source, a settlement overage occurred. At the time the merchant settled the transaction made on the Greenlight card, the funds were not available in the child's Spend Anywhere, causing an overage to be pulled from the parent's funding source on file. In most cases, the point-of-sale transaction will be declined, but if there is an authorization for the merchant to process the card, they can force-post the transaction, resulting in an overage. As stated in our Cardholder Agreement: You are not allowed to exceed the available amount in your Card Account through an individual transaction or a series of transactions. Nevertheless, if a transaction exceeds the balance of the funds available on your Card, you shall remain fully liable to us for the amount of the transaction and any applicable fees. If your Card Account has a negative balance, Greenlight reserves the right to suspend Greenlight Services until the Primary Accountholder satisfies the negative balance. Furthermore, in the event that the balance of your Primary Account is insufficient to cover the amount owed, whether such amount is owed to the Issuer or Greenlight, the Primary Accountholder authorizes Greenlight to debit the Funding Account for the amount owed.

  On 1/30/22, Greenlight emailed the customer a full account statement dating back to the registration of the account to confirm the balance and activity on the Greenlight card.

  Customer response

  01/31/2022

   
  Complaint: 16685689
  
  I am rejecting this response because: the money was already tooken out of sons account from spend anywhere. It took 5 days to refund the money back just yesterday I received the $29 dollars back into my sons account. He has always pulled out the exact amount to spend or rounded it over the exact amount. Out of all charged I complained about money was always refunded by GREENLIGHT. As for policy it was stated by management there was no such written policy in which I asked for a email to be sent with the policy and was hung up on. but I'm glad to finally it is clarified. And yes if the money isn't in the spend anywhere the purchase is automatically declined. In the complaints filed by customers stating their children's accounts are being overcharged and refunded money is clarity. I find it insulting that Greenlight keeps placing the blame on everyone else.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hey i called Greenlight on today to recover my funds i had In my account before they deactivated it they are saying i can have my funds back sent to the bank it came from but that bank account i had Recently got closed so i asked Could they send my money through check they are saying no and i cant Get my funds back .. i need My money .

  

  Business response

  02/15/2022

  Per the Greenlight Terms of Service, specifically the Referral Terms,, it must be stated to the customer that the Referral Rewards carry no cash value and cannot be taken out of the Greenlight account for use as cash.
  
  As to the claim of closure, all top-up/loading transactions from this customer's funding source have since been reversed for insufficient funds; therefore, leading to a loss for Greenlight on this account. Greenlight communicated the deactivation to this customer after the ******************** review, as it was determined that this account carried an undue amount of risk for Greenlight.

  Customer response

  02/15/2022

   
  Complaint: 16666555
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tatayann ******

  Customer response

  02/16/2022

  I earned The money by promoting their app and not they dont want to pay me my hard earned money no where in the terms did i see That referral money cant be issue to the customer if they account get deactivated i feel Like they getting over on my i still Need and what my money 

  

  Business response

  02/16/2022

  Per the Greenlight Terms of Service, specifically the Referral Terms, it must be stated to the customer that the Referral Rewards carry no cash value and cannot be taken out of the Greenlight account for use as cash.
  
  As to the claim of closure, all top-up/loading transactions from this customer's funding source have since been reversed for insufficient funds; therefore, leading to a loss for Greenlight on this account. Greenlight communicated the deactivation to this customer after the ******************** review, as it was determined that this account carried an undue amount of risk for Greenlight.

  Customer response

  02/16/2022

   
  Complaint: 16666555
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tatayann ******

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in December greenlight closed my account with them for no apparent reason then when i called Them about it they response was they team suspected something on my account and that they can deactivate accounts at any time if feel... Im filing this claim because i had money in my account that green light wont reimburse back to me its $280 worth of referrals money they wont pay me my money

  

  Business response

  06/13/2022

  Per the Greenlight Terms of Service, specifically the Referral Terms, it must be stated to the customer that the Referral Rewards carry no cash value and cannot be taken out of the Greenlight account for use as cash.As to the claim of closure, all top-up/loading transactions from this customer's funding source have since been reversed for insufficient funds; therefore, leading to a loss for Greenlight on this account. Greenlight communicated the deactivation to this customer after the ******************** review, as it was determined that this account carried an undue amount of risk for Greenlight.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I opened an account for my 4 children with green light in December Which I immediately was required to to put $20 into the account which is called the parent wallet And I don't know if they stole another $20 from me then because I wasn't paying attention until it kept happening and and there were 3 more transactions transactions that I transferred $20 over to greenlight from my dasher direct bank account in which each time I transferred The $20 they would take it right then and then they would also take another $20 1 to 3 days later So actually they were double charging me I have called them they have denied it I read some customer reviews on here before I posted mine They do not want to take responsibility but greenlight stole At least $40 from me but I am almost positive it was 60 I would have to refer back to my bank statement because I don't recall if I sent 2 or 3 $20 Transfers to green light for my children. I just want my money back which is fair you do not steal money from people that is illegalTo say the very least we won't even get into what it says about their business and How they treat their customers.

  

  Business response

  01/26/2022

  Greenlight has looked into the customers complaint. The customers bank account, when added, qualified for instant funding. When youre in Instant Funding, Greenlight will front the funds in the amount you choose to load so that its available for immediate use. In this case, the transfer amount was for $20 on 1/10/22. When Greenlight went to collect the funds on 1/13/22 that were already made available, ********************* & ********* did not authorize Greenlight to collect the $20. This caused the $20 made instantly available to be reversed on the customers Greenlight account. On 1/15 there was a separate $20 transaction from the customers bank account that settled successfully with the funds being used on the customers Greenlight debit cards. These transfers were not initiated from the debit card funding source on file, believed to be the Dasher Direct account the customer is referring to in the complaint. The only transfers from that debit card and linked account would have been $21.49 and $8.51 when the debit card was initially added to the Greenlight account. On 1/18/22, the customer requested their ******************** account be cancelled and it has been successfully closed out.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/18/21 I erroneously transferred $500.00 to my teen daughters account instead of the$50.00 I was going to transfer. I realized my mistake on 12/20/21 and I immediately I called greenlight in order to get funds reversed to my personal account (funding source) from my teen daughters account. The representative told me it could take UP TO 7 days to get the funds reversed. I understand the holidays happened in between, but even so it has been more than 14 business days and I haven't received the funds back to my account.I have called twice including today, January 7th and the representative told me the same thing, to wait 7 days for the refund. How many more 7 days do I have to wait?I got so frustrated I requested to cancel/close the accounts and requested an immediate refund.I need those funds back no later than January 14th or I will seek other resources.

  

  Business response

  02/08/2022

  Greenlight has looked into the customer's complaint. On 12/18/21, the customer contacted ******************** to request a refund for $450 back to their checking account on file. Following the complaint on 1/17/22, Greenlight determined the refund had not been processed and ensured the $450 refund was processed to the customer's checking account. ******************** has attached the refund receipt which confirms the $450 has settled in the customer's bank account. ******************** has also waived 3 months of monthly fees for the delay in the refund being processed.

*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. ↩