ComplaintsforGreenlight Financial Technology, Inc.

• 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,
  
  *******************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an account open for my child at Greenlight. She calls me crying on 05/12/2024 because on her saving account she lost $184 and from her spending account $24. ******************** does not want to honor reimbursement and states there was no such amount on my child account this was earning from her job she has. Also I have a called on that day early in the morning where someone at Greenlight was manipulating my children accounts stating that there was something wrong and that they fixed. Per Greenlight there is no record of such call. When they states all call are recorded.

  

  Business response

  05/17/2024

  Greenlight has completed a full investigation into the concerns raised by the customer. Various transactions on the account caused it to become out of balance. The customer service agent walked through a detailed transaction history with the customer to explain the money movement and demonstrate that money was not missing but that the account needed to be reconciled and transactions needed to fully settle for the account to display an accurate balance. As a courtesy, we have credited the customer 3 monthly fees. We appreciate this customer bringing this to our attention and apologize for any inconvenience. We hope this resolution is satisfactory.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction:23 April 2024 via customer service phone call.Amount of money paid the business:Two accounts for children, one with about $300 and the second with about $180 for almost $500 in total. What the business committed to provide you:Committed to providing me with the ability to fund my childrens financial accounts and have access to them at any time I wish, while keeping the funds safe. What the nature of dispute is:I am active-duty military and currently am stationed overseas. The Greenlight system does not allow international numbers, even for active-duty service members overseas, to be placed into the system or called by service support employees. My device that had access to the Greenlight account stopped working and I lost access. Upon talking to customer service to update the phone number to a family member, who is on the account already just in a different status from me the parent / owner, I was told they must be on the phone with me at the same time to make the update. I verified not only all account properties, but also completed the public records verification to prove who I am, and in the end I was told that the only thing they (customer service) can do is allow my family member to call in when they get off work later to make the update and that because of my situation I would not have to be there. My issue is that I as the verified account owner / parent should not have to be blocked from funds which were placed there by myself, especially after verifying who I am. Whether or not the business has tried to resolve issue:They tried to a mild extent by not requiring me to be on the line when my family member calls later, however, I still feel this is totally uncalled for and unacceptable to block a verified account owner from making modifications as they see fit and request to their account. Account / order / tracking number:N/A If issue involves advertising:N/A

  

  Business response

  04/25/2024

  Greenlight has investigated the concerns presented by ******************** and we would like to apologize for the inconveniences you experienced while attempting to update your phone number. We absolutely support our military families and have addressed this with the internal team that you interacted with for coaching. Based on our review, our system does not permit two individuals to share the same phone number. We have notified the proper channels to assist in resolving this issue and a member of our management team will be contacting you directly to ensure the account can be accessed with the updated phone number and that all other questions are answered clearly and promptly.
  

  Customer response

  04/25/2024

   
  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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was informed that the card cannot be used for 3 days. As this is a monthly service was told theres nothing they can do to reconcile daughters card. As this is instance #4

  

  Business response

  04/25/2024

  Greenlight has investigated the complaint presented by the customer and hopes to provide clarity. The customer contacted ******************** on 4/8/24 due to declined transactions on 4/7/24. The customer was informed that money needed to be moved to the childs card in order to complete the requested transactions. Pending transactions on the card account caused the account to become out of balance and required the account to be reconciled once the pending transactions settled. The customer service representative offered to send the customer a detailed transaction history and review recent money movement on the account but the customer declined and disconnected the call. The customer called in again on 4/18/24 because money still needed to be moved to the childs card and the card account was still out of balance. The customer was advised to allow the pending transactions to settle before using the card again so the account could be reconciled. As a courtesy, Greenlight credited the customer one monthly fee and as of 4/18/24 the account was successfully reconciled. We hope this resolution is satisfactory and consider this matter closed.
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/27/24 I chose to cancel my Greenlight account. Per the email I received confirming my cancellation it said I would receive my money (that they wouldnt let me transfer out of the account) back within 5 to 7 business days automatically. Today is the 9th business day and I still haven't received my money back. I called ccustomer service, was asked a bunch of weird questions that sounded like I was being scammed and I hung up. I then called back a second time and was told the account wasn't cancelled, but it would be now. The email I received was wrong I guess, That since I updated my checking account(from 3 years ago when I opened the account) they couldn't refund my money automatically and that I would now have to wait for a check in the mail. So its looking like its going to be a total of a month of me waiting to get back my refund if it even comes. I had no issues with the company while a member but trying to leave them is horrible and I can longer recommend them.

  

  Business response

  04/12/2024

  Greenlight has investigated the concerns presented by **************** and it is our hope to provide clarity and answer any questions that *** remain. On 3/27/24, **************** requested that her Greenlight prepaid debit card account be closed. Due to the fact that the customer remained a Family Cash Card (credit card issued by ******************* of *****) she maintained access to the Greenlight app to manage her credit card, even though her Greenlight prepaid debit card account was closed.
  On 3/27/24 the customer initiated an in-app refund/withdrawal in the amount of $150 to her *** account ending *0874, which was successful. This triggered an email to be sent to the customer regarding the refund and deactivation of the Greenlight prepaid debit card account.
  ********************* Customer Support team spoke with the customer on 4/9/24 regarding the refund for the remaining funds and to ensure the account was deactivated. In order to protect the privacy and security of our Greenlight customers and their accounts, **************** was asked security questions to verify her identity when she chose to disconnect the call.
  On 4/10/24, Greenlight processed a refund for the remaining balance amount of $686.43 to her *** account ending *0874. This credit should post to her bank account within 3-5 business days depending on bank processing timeframes. Greenlights Customer Support team also sent an outbound email to **************** confirming the date her refund was initiated, the refund amount, and the *** account the refund was processed to. We hope this resolution is satisfactory and consider this matter closed.
  
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Greenlight within minutes of receiving a purchase notification that was fraudulent. After several calls to their offshore call center and filling out their dispute form, Ive been unable to get any results on or even confirmation they are working on any resolution. Additionally, they allowed addition fraudulent activity today even though the said no more charges would be allowed. Their offshore call center has a very difficult time understanding or communicating.

  

  Business response

  04/12/2024

  Greenlight has completed a full investigation into this customers concerns and hope to provide clarity. There is currently an ongoing investigation into the disputes reported by the customer. Once this investigation is completed, the customer will be notified of the results. Transactions were attempted after the customer reported fraudulent charges but these transactions were declined. The customer called ******************** on 4/6/24 and requested a refund, which was processed to her debit card ending *2225 in the amount of $372.16. We can confirm this customers account has been closed as requested.  We apologize for the experience of this customer and hope this resolution is satisfactory.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As of today my daughter no longer has a Greenlight card. They put a hold on the card with no notification. When I called they were very vague and would not directly answer my questions. When I asked to speak to someone else or cancel my card, they hung up on me and canceled my card. When I called back, they were very rude, would not give me the information I asked for and told me to check my email. When I stated I preferred to speak to a human, she told me no. Now they have my money, no info about the account or what happens next. Horrible Company and **************** to get simple answers about your account and YOUR money.

  

  Business response

  04/10/2024

  Greenlight has investigated the concerns presented by ************** which included a review of the phone interactions between ************** and our staff. Upon our review, we did appear to disconnect a call due to the nature and tone of the call. Greenlights internal *************** system placed a temporary freeze on the account based on certain activity that triggered a review. Although we cannot provide specifics around why accounts are selected for review, we can confirm that temporary holds are only placed on activity that we feel might place our Customer or ******************** at risk that requires additional information from the Customer.  Because of the phone interaction, we were unfortunately unable to explain why the temporary hold was placed or what additional information we needed in order to remove the hold. We did attempt to contact ************** on 4/5/24 and 4/6/24 via phone, but were unable to reach her. A member of our management team has been in contact with ************** on 4/10/24 where it was shared via email that the account has been deactivated and a refund of $20.00 has been processed which should be received within 5-7 business days depending on bank processing times. We have also reminded staff to ***************** during escalated phone interactions.

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