ComplaintsforGreenlight Financial Technology, Inc.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/22/2021 Green light charged my bank account UNAUTHORIZED and FRAUDULENTLY.

  

  Business response

  11/24/2021

  Greenlight has looked into the customers complaint, it appears on 11/20/2021 the customer was charged the $4.99 monthly subscription fee. On 11/23/2021, the customer requested to close their ******************** account and the account was deactivated by Greenlight on 11/24/2021. The customer will no longer be charged the monthly subscription fee. Due to the cards on the account not being used, Greenlight credited back the $4.99 and processed a refund for $4.99 to the customers checking account on file.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children have Greenlight accounts. Greenlight is an application based company that allows parents to load money onto accounts for their children based on good grades, chores, etc., and parents can track spending, savings and donations made by an alert. Greenlight also teaches children the importance of financial responsibility, and each child has a debit card linked to his/her accounts.My ex husband and his ex girlfriend, ********, opened up the accounts for the children over a year + ago. Since their split, I have taken over funding each of the accounts with money from my ***** Fargo account. When I call into Greenlight, I am verified by my telephone number, then an agent goes through a further verification process, to include my date of birth and mailing address. My children now reside with me full time, and have done so for the past year. Their father is homeless. Financially, he does not contribute to either of my children's accounts.My daughter needs a new debit card for her account. I have called several times to get her new card mailed, but have been told I cannot get the card mailed as I am not the primary account holder. ******** and I have remained incredibly close, so she emailed the company and requested that I now be the main holder on the account, so we can update the address. I load money weekly onto both my children's accounts, I am verified when I call, give my date of birth AND my mailing address, and yet while Greenlight will happily take my money from my account, they will not ship my child her card to the new address that is verified by Greenlight! Even WITH an email from ************************* is difficult, transfer calls to "managers" who are not managers - and to be honest, I have no clue how this company remains viable. They offer no support or resolution for situations such as this. All that I want is for my child to have access to the funds I am clearly loading, and for which she should have access.

  

  Business response

  11/30/2021

  Greenlight has looked into the customers complaint and have attempted to make contact with the customer on the phone number provided on 11/24/2021, 11/29/2021, and 11/30/2021. Greenlight would be more than happy to get a new card mailed out for the cardholder. Please contact Greenlight back via the details left in the Voicemails and we will get that new card sent out to the mailing address on file.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  One of my children's accounts was hacked and funds were removed from his account fraudulently. We filed a complaint with Greenlight and we were told that the dispute would be handled by MasterCard, the credit provider for Greenlight Financial. However, the dispute has not be processed, and we have received no update. During this time, Greenlight has been assessing their monthly fee for a service we are unable to use because our information has been compromised. I have deactivated both of my children's accounts because, as many other customers have indicated, Greenlight Financial does not appropriately protect their customer's information.

  

  Business response

  11/29/2021

  Consumer Response /* (2000, 5, 2021/11/23) */ I was contacted by Matthew from Greenlight Financial, and he was able to refund the money that was fraudulently taken from my child's account. In addition, he refunded two months of account fees since my children were not able to use their cards because their numbers were compromised. Finally, Matthew offered us two months of free service fees if we wanted to continue to use Greenlight Financial. This complaint was rectified quickly and to our satisfaction which has restored some of our trust in this company. I appreciate Matthew, specifically, and wish all of Greenlight's customer service representatives were as proactive.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Put over $800 on Greenlight account from my bank. Got cards for 4 children. Moved money to children's cards. Attempted to use cards, all transactions declined. Called Greenlight, who stated that there was a verification problem with my bank account, even though they had taken money out of my account. I demanded a refund and closed account. It has been over 2 weeks and still no refund.

  

  Business response

  11/22/2021

  Greenlight has looked into the customer's complaint. Due to a large transfer amount from the customers funding source on file into the Greenlight account, a temporary security hold was placed on the customers account, requiring the customer to reverify their information on file to activate the cards on the account. On 11/3/2021, Greenlight made the customer aware of the needing to reverify their information, at which time, the customer informed ******************** they would like to close their account. On 11/3/2021, the Greenlight account was deactivated, the customer will not be charged the monthly subscription fee for the account. On 11/22/2021, Greenlight reached out the customer in response to their complaint and to assist with refunding the balance on the account. The balance of $1,110 was refunded back to the funding sources on file, $1,100 being refunded to the debit card on file and $10 being refunded to the checking account on file. The customer has been emailed refund receipts and made aware of the 3-5 business day refund timeframe depending on the customers financial institution.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I created an account and four child profiles on Greenlight. I did not receive a card for child C and attempted to order a card for her on multiple occasions with an error pop up. I contacted customer service who informed me after various emails back and forth that the child account was never set up in their system though it appeared in my app. The child account was deactivated without my consent and funds removed. They are not able to provide any history of the funds contributed to the child account and as such, they have stolen my money without any reparations.

  

  Business response

  11/24/2021

  Greenlight has looked into the customers complaint, it appears due to unfulfilled allowance funding requests there was an incorrect balance displaying on the child profile, these funds were not debited from the customers funding source on file. For the inconvenience, Greenlight credited back 2 paid monthly fees, totaling $19.98. On 11/23/2021, Greenlight spoke with the customer to reactivate the child profile to display the balance reflecting from the unfulfilled funding requests. The child profile displaying the incorrect balance has been deactivated per customer request and new child profile has been created, which the credit of $19.98 has been transferred to by the customer for use on the debit card.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed my daughters up for the Greenlight cards and only one card is usable. My youngest daughter still has money on her card but it cannot be taken off in any shape, form or fashion. We have tried multiple ways and have gotten nowhere. I just want my money refunded and the cards canceled.

  

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/10/29) */ Greenlight has looked into the customers complaint. It appears the actual balance on the childs card at the time of the declined transactions was $3.61, causing the transactions to be declined due to insufficient funds. Greenlight has sent the customer the transaction history with a running balance on the childs card. Greenlight has also credited back the paid monthly fees on the customers Greenlight account for the inconvenience, 9 $4.99 monthly fees totaling $44.91. On 10/27/2021, the customer cancelled their subscription with Greenlight and a refund was processed for the balance on the account, including the credited monthly fees, to the customers funding source on file.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had the absolute worse experience with Greenlight. One of the funding accounts which was my bank account was linked to account with Greenlight. I reached out to them because the transaction were not adding up. The rep placed me on hold for very lengthy amounts of time and was talking in circles to me. The rep tried to get me to believe that my son had been making the transaction which were not possible due to him not having access to any of his devices due to a bad grade on his progress report. The rep informed me that I would get a refund for the transactions which never happened so I let it go and requested another card due to suspicious activity. The same thing happened with my husband's debit card that was linked to the account as well. We spoke to a rep last week in which the rep informed him he would get a refund for the first transaction. This morning my husband checked his bank account and another transaction popped up. Reached out to Greenlight and got nowhere

  

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/12) */ Greenlight has looked into the customers complaint, on 10/6/21 the customer called into Greenlight for assistance with $64.99 getting debited from the secondary parents debit card on file. Greenlight explained to the customer that funding from the parents mobile application to the Greenlight account, in which Greenlight was unable to collect from the customers financial institution, caused the Greenlight account to go into the negative $64.99. For that reason, the $64.99 was debited from the secondary funding source on file to cover the negative balance. Greenlight assisted the parent with confirming all account funding activity and spending on the childs debit card. Due to the 8 uncollected funding transactions to the customers Greenlight account, the account has been successfully closed on 10/6/21 and the customer will no longer be charged the monthly subscription fee.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to someone on the phone on Friday OCTOBER 1st that this card I ordered on AUGUST 29th NEVER CAME. It's now OCTOBER 6th, 5 WEEKS WITH NO CARD AND COMPLETE RUN AROUND BY CUSTOMER SERVICE DEPARTMENTS. I was only informed on SEPTEMBER 27th that the first image never got approved.. not 48 hours but 4 WEEKS later. After speaking with Raven(from costumer service) on Friday OCTOBER 1st she told me to resubmit a new picture and that she would expedite it which takes 2/3 business days according to her and her email to me. The new image has been approve and it's now 3 business days with no card still!!

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/11) */ Greenlight has looked into the customers complaint and can confirm the custom card order was completed on 8/30/21. However, the custom card image was not approved and a physical card was not shipped for the child on the account, awaiting a new image upload. The customer reached out to Greenlight on 9/28/21 and was issued a credit for the $9.99 custom card fee and assisted with uploading a new custom card image for the physical debit card. The $9.99 custom card fee was only charged once on the account and has been credited back to the customer. On 10/1/21, the new custom image was uploaded and approved on 10/2/21. Due to the inconvenience, Greenlight did set the custom card to ship via UPS Express Mail. However, on 10/6/21, the customer called in to Greenlight to cancel their account. A refund was processed for the full balance on the account, including the $9.99 paid for the custom card. The account has been successfully closed per the customers request, with $60 being refunded to the checking account on file, $20 being refunded to the debit card on file, and a physical check being mailed for $33.51 to the customers mailing address on file.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My sons account was hacked and had an erroneous charge to Amazon prime. Amazon could not locate this charge as my husband and i already have and pat for a prime account for my family . It was for a yearly subscription but there was no code for Amazon to trace it back . All of the legitimate correspondence was sent in the Greenlight company had 90 days to look into this and mow they are not returning my phone calls or sending any information to us. My son was using this account as a savings . I am greatly disappointed and want to report this had also happened to my daughters account . They are continually getting hacked and I don't understand why the company can't suspend the transaction once it's been reported before paying out the person that the erroneous charges have been submitted. I need help with this , they shouldn't be getting away with this

  

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/30) */ Greenlight has looked into the customers complaint, a dispute was filed on 8/6/2021 for a $129.35 Amazon Prime bill payment. The merchant, Amazon, has been given until 10/6/2021 to respond to disputed transaction. Once a response is received from the merchant, a resolution will be made on the disputed $129.35 transaction. The customer has been notified on 9/30/2021.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sign my child up for the Greenlight Debit card a month and a half ago.. I have made several attempts to have them issue her card.. they say the are and it never shows up .. the time I was told they would send it right out Express mail. That was several days ago and still not card .. this card was for my child to use in High school so she did not have to carry any money ..

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/27) */ Greenlight has looked into the customers complaint. It appears the custom card images were not approved, which caused the delay in the shipment of the debit cards. On 9/22/21, the customer spoke with Greenlight Customer Service and was expedited new debit cards for the children on the account. Greenlight also waived 6 months of monthly fees for the inconvenience. Consumer Response /* (2000, 7, 2021/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩