Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/13/2024 I initiated a *** transaction to reload my parent wallet with $374. There was a notification after I had approved the transaction that it would be up to 3 business days to process the transaction and show in my Greenlight parent wallet. I called on 12/13 within 1 hour of completing the transaction to cancel the *** transfer. The website Q&A states that *** transfers can be cancelled within the same business day before 9pm. I was told that they could not cancel my *** transfer and I would have to wait for funds to be deposited which will be completed by 12/18. The *** payment cleared my bank on 12/16/2024. As of 12/18/2024 I have not received the *** transfer funds into my parent account. I called customer service and I was told an app update caused the deposit to take longer than expected. It is falsely advertised on the website that the *** transfers will take 1-3 business days. I was also not alerted by text or email that the deposit would be delayed. I am requesting that Greenlight deposit the transferred funds immediately and correct the error in their website of their *** deposit times and ensure the notification of the *** delay is presented before the transaction is approved. There should also be a revision to their claim to cancel *** transfers within same day before 9pm, because that is untrue.

  

  Business Response

  Date: 12/19/2024

  Greenlight has investigated the concerns presented by Ms. **** and it is our hope to provide clarity. We sincerely apologize for any inconvenience this may have caused and we appreciate you bringing this matter to our attention. On 12/13/24, Ms. **** initiated an ACH transaction of $374.00 to her Parents Wallet. An ACH transaction may take between 3-4 business days to settle. The $374.00 ultimately settled on the 3rd business day (12/18/24). 

  We do apologize for the misinformation you received regarding ACH settlement timeframes and we appreciate you letting us know our help center article is outdated. We have escalated this matter to the necessary team to ensure this article is updated with the correct information. We would suggest loading funds from your debit card in the future to receive an instant settlement since ACH transactions are subject to bank processing timeframes that are outside of Greenlights control. We have waived 2 monthly fees for the inconvenience so your monthly billing will resume on 03/01/25. If you have any additional questions or concerns, please contact us directly.
  

  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We opened an account for our daughter and last week the business pulled $431.01 out of our account unauthorized. They are claiming the funds are somehow stuck in the system and cannot be released even though the funds have been removed from our account. They are claiming that the funds need to wait for their authorization through their system even though we did not approve the funds removed. We spoke with customer service, they claimed there were no supervisors to speak with and that no one was in a position higher than them to approve or override the system. This is the second time this company has taken funds and held them without authorization. We want an immediate return of funds to our bank account.

  

  Business Response

  Date: 12/09/2024

  Greenlight has completed a full investigation into the complaints presented by this customer. On 12/4/24, the customer contacted ******************** via SMS to report unauthorized loads from their funding source. The customer service agent responded letting the customer know there was currently a security hold on the account and asked the customer to call ******************** for further assistance. Greenlight has policies and procedures in place to protect our customers. To maintain the security of our customers accounts, these fraud and risk controls have to be followed for all customers. The customer refused to call ******************** for further assistance. The agent let the customer know the load to the ******************** account was manual and explained the refund timeframe. The agent also explained how to reset the Greenlight password and turn on biometrics to prevent further unauthorized loads but the customer did not respond. The agent has since followed up three times to ensure the customer did not need further assistance and a refund of the load to the Greenlight account has been processed back to the funding source on file ending in 3724. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. Thank you for your attention to this matter.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for greenlight under the guise or a free month trial. After 1 week I was charged the full month cost. When I emailed I was told they charge after one week. I didn't sign up for a one week trial I signed up for a month. They then claimed if you cancel before the first week you get your money back. That's not a free month trial. That is a free week trial. They customer service just defended that that is the way they do it. And demanded I give a screenshot of where I saw the free month trial when signing up. Even in his emails he stated "our free month trial" proving they claim a month. Not a week.

  

  Business Response

  Date: 12/06/2024

  Greenlight has investigated the complaints presented by this customer. ******************** offers a 1 month risk-free trial that allows customers to cancel during their first month for a full refund if they are unhappy with the service. The website, registration flow in app, and Cardholder Agreement describe that customers will be charged on the seventh day after registration. It is also presented to customers that they can cancel prior to the end of their first month and where to find the date they must cancel by: "***** for new customers only. Subject to identity verification and minimum load requirements. Your first monthly fee will be billed to your parent wallet seven days after successful registration. To receive a refund of your first monthly fee, you must request to close your account on or before the day immediately preceding your first Monthly Billing Date. See the Account tab of Settings by tapping the gear icon on the Greenlight app home page to confirm when your risk-free trial ends. See Terms for details." As a courtesy, this customer was provided 2 free months. We have also deployed additional training with our customer service agents to ensure our offerings are clearly explained. We contacted the customer with this resolution prior to the filing of this complaint but did not receive a response. 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

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel my green light account for the past 2 months and they are continuing to debit my account. When I go online to try to contact someone it sends me in circles back to the app which is apparently not working to cancel my account. There is no way for me to talk to human being anywhere on that system. They have now stolen two months of payments from me against my request and I have no way to cancel this account without canceling my credit card and I'm about to file a complaint with my bank to return all of their payments back to me as fraud.

  

  Business Response

  Date: 11/27/2024

  On Thursday, November 26, 2024, ***** ******* contacted Greenlights Customer Support team via email, advising that she was having difficulties closing their account within the ******************** app. Our **************** Representative provided Ms. ******* with instructions to safely cancel her own account by opening her Greenlight application on her phone, navigating to My Plan and selecting Close Account. We also offered to close her account if she could contact us via phone and verify her identity. These two cancellation methods help Greenlight to uphold the security and integrity of our Customers accounts and to prevent unauthorized access as we are unable to process account cancellation requests via email. Prior to November 26, 2024, Greenlight has no record of Ms. ******* contacting Greenlight to request that her account be closed and Ms. ******* did not respond to the message that we sent to her on November 26, 2024.
  
  We apologize for this inconvenience and have contacted Ms. ******* again today via email, November 27, 2024 to request that she call us as soon as possible. We have also attempted to call Ms. ******* by phone today as well. We are sorry to see Ms. ******* go however, our internal controls are implemented with the best intentions and to protect our valued Customers. ******************** makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 15th, I first noticed that Greenlight was withdrawing more money than my son's weekly allowance. I went to my app and disabled every known auto-funding option to prevent this from happening (see Screenshot 1). Despite this, I have experienced this issue three times so far in November 2024 (see Screenshots 2-3). Today, my account on October 15th, I first noticed that Greenlight was withdrawing more money than my son's weekly allowance. I went to my app and disabled every known auto-funding option to prevent this from happening (PIC 1). Despite this, I have experienced this issue three times so far in November 2024 (PIC 2-3). Today, my account shows an additional $40 being requested while I was on the phone with customer service (PIC 4).

  

  Business Response

  Date: 12/03/2024

  Greenlight has completed a full investigation into the complaints of this customer. Ms. ******* contacted ******************** on 11/26 to discuss unauthorized transfers from her funding source to her Greenlight account. **************** verified all autofunding was removed and confirmed that funds were loaded from the customer's ACH account under the Primary Accountholder role on an iPhone 15.4. These funds were being moved from the Parent Wallet to a child's card on the account and immediately spent once they were transferred. Ms. ******* requested that the account be closed and her remaining account balance refunded. This account has since been closed per her request, and the refund has processed and should be posted to her ACH account in 5-7 days. ******************** 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

  Date:11/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer beware. I have tried to cancel my account for a week. I emailed, I called, I followed the instructions to the hidden link to cancel. And when I clicked to cancel, they kept giving me offers that I didn't want and I kept saying cancel. Then the screen just LOADS and never cancels. Is this a joke? The chat said to put in my number and they would call. When they called and I picked up, a message came through that said sorry that they missed me. What a scam !!!

  

  Business Response

  Date: 11/26/2024

  On Friday, November 22, 2024, ***** ******** contacted Greenlights Customer Support team via email, requesting to cancel their Greenlight account. A **************** Representative (***) responded that day and informed Ms. ******** that due to security and privacy reasons, we were unable to cancel a Greenlight account via email. Our **************** Representative provided Ms. ******** with instructions to safely cancel her own account by opening her Greenlight application on her phone, navigating to My Plan and selecting Close Account. We also offered to close her account if she could contact us via phone. These two cancellation methods help Greenlight to uphold the security and integrity of our Customers accounts and to prevent unauthorized access. Prior to November 22, 2024, Greenlight has no record of Ms. ******** contacting Greenlight to request that her account be closed. 
  The following day on Saturday, November 23, 2024, Ms. ******** messaged Greenlight (via ******** Messenger) and stated that she was not able to get in contact with our Customer Support team. After the message was sent, Ms. ******** called into Customer Support, spoke with our team, and the account was closed.
  
  
  We apologize for the inconvenience and are sorry to see Ms. ******** go; however, our internal controls are implemented with the best intentions and to protect our valued Customers. ******************** makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service.

  
  

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greenlight is a HORRIBLE and FRAUDULENT company. There have been fraudulent charges going through my sons account for 3 years. They do not provide statements nor have a website to look at anything over a few months old so I just happen to notice this recently. They also have zero protections in place to **** against fraud. Once I realized there was fraud even after I froze the account and card, etc, I wanted to get my cash out and close my account. I have $50k in Greenlight and they REFUSE to send it back to me. I can only transfer tiny increments each day to my 'parent wallet' and then can barely transfer back to my bank account. And these tiny increments only happen after 3 hours on the phone with them - each and every time. Everything is blocked and made very difficult. When i inquire they say to read the fine print. This is totally illegal to keep my own cash from me. This will take months to get my money back. Many complaints online say they never receive their cash back. I am surprised with all the complaints online that this company is still in business.

  

  Business Response

  Date: 11/22/2024

  On January 30, 2021, **** De ********* created a Greenlight account as a Primary Accountholder and later added an Authorized Approver by the name of ********* De *********. Greenlights Terms of Service provides for a Primary Accountholder to assign certain responsibilities and obligations to a designee (hereinafter, an Authorized Approver) at any time. Unless the Terms of Service specify otherwise, all rights, privileges, and authorities of the Primary Accountholder under the Terms of Service are equally applicable to the Authorized Approver with the following notable exceptions: (1) the Authorized Approver cannot close the Primary Accountholders account; (2) the Authorized Approver cannot remove the Primary Accountholders access to or control over the Prepaid  Account; (3) the Authorized Approver cannot open or close a Secondary Account; and (4) the Authorized Approver cannot approve any Invest transactions, but the Authorized Approver can approve funds transfers to or from the Invest Account. Similarly, our Greenlight Investment Advisors Terms of Service for ************************ provides that unless the Terms of Service specify otherwise, all rights, privileges, and authorities of the Primary Accountholder under the Terms of Service are equally applicable to the Authorized Approver with the following exceptions: (1) the Authorized Approver cannot close the Primary Accountholders Invest Account(s); (2) the Authorized Approver cannot remove the Primary Accountholder from the Invest Account(s); and (3) the Authorized Approver cannot approve any Invest Account transactions, but the Authorized Approver can approve funds transfers to or from the Invest Account.

  While Authorized Approvers such as ********* De ********* are limited to the actions they may take on an account as outlined in our Terms, when Greenlight contacted the Primary Accountholder **** De *********) he provided authorization to proceed with the actions requested by Mrs. De *********. Below is a summary of the interactions with Mrs. De ********* and the subsequent actions taken by Greenlight. 

  On November 9, 2024, Mrs. De ********* contacted Customer Support and requested a call back. A **************** Representative (CSR) was able to assist Mrs. De ********* and seven transactions under $10 were disputed when we connected with Mrs. De *********. A few days later, on November 12, 2024, Mrs. De ********* called back and an additional 13 transactions were disputed. Initially, Mrs. De ********* requested to dispute all the transactions on the card dating back to 2021, however, it was explained to Mrs. De ********* that only those transactions occurring within the past 60 days were eligible to be disputed. Prior to November 9, 2024, Greenlight was not made aware of any unauthorized transaction activity by anyone on the account. ******************** does have a fraud team that routinely monitors account activity and places freezes on accounts when fraud is suspected. Mrs. De ********* was informed that a statement of fraud must be signed and returned to Greenlight within 10 business days for all disputed transactions to qualify for a provisional credit and that the dispute process may take up to 90 business days. Ultimately, Mrs. De ********* did complete a statement of fraud on November 12, 2024. Despite the fraudulent activity reported by Mrs. De *********, she insisted that she did not want a new card issued. Greenlight did however freeze the childs card to prevent further charges.

  On November 11, 2024, Mrs. De ********* requested to fully liquidate the investment account attached to the Greenlight account, move all funds to the Parent Wallet, and ultimately to her personal Funding Account (***) on file. A total of $26,919 was requested by Mrs. De *********. Part of the delay was caused by a series of internal risk controls that prevent large sums of money to be moved throughout the platform in a short period of time to a Funding Account that was not added by the Primary Accountholder **** De *********). Other systemic limitations prevent large sums of money from being moved throughout the platform to a Funding Account that was recently added (Mrs. De *********s account was re-added on November 12, 2024 after she had removed it in connection with the disputed charges). On November 14, 2024, Mrs. De ********* contacted a *** to report she was having difficulty transferring funds from Cash to Invest to her Funding Account (***). The next day on November 15, 2024, A Senior CSR returned Mrs. De *********s call and informed her of our internal controls. Mrs. De ********* insisted the funds be transferred immediately and asked for a supervisor. By that time, Mrs. De *********s interaction with our staff on the previous day had already been escalated internally and members of our engineering team were engaged to determine whether we could expedite Mrs. De *********s requests. We also contacted ****************, Greenlights partner for brokerage services, to inquire about the ability to expedite the liquidation. 
  Although we kept Mrs. De ********* informed of our efforts and repeatedly explained our risk controls, she informed Customer Support on Tuesday, November 19, 2024, that she filed a complaint with the Consumer Financial ***************** (****) and would continue to file new claims every day that the matter remained unresolved. A few days later after the initial filing with the ***** Greenlight received a Better Business Bureau (BBB) complaint from Mrs. De *********. The *** team continued to offer alternate solutions for Mrs. De ********* which included sending an expedited check in the name of the Primary Accountholder to the address that we had on file or for the Primary Accountholder to add a Funding Account which would have allowed us to send the funds via *** directly to him. Both *** and Mrs. De ********* declined these solutions and insisted the funds be returned via *** to the account added by the Authorized Approver. 

  On November 21, 2024, Greenlight ultimately made the unusual exception to bypass systemic controls that prevent both Authorized Approvers and new Funding Accounts from completing such transactions. The balance of $26,919 was credited via *** to the Funding Account on file that Mrs. De ********* had added. The Primary Accountholder confirmed that the *** account on file belonged to both him and Mrs. De *********. Depending on bank processing times, the funds may not immediately appear settled. A member of Greenlights management called Mrs. De ********* on November 21, 2024, to notify them of the refund and to inquire whether they wished to keep the Greenlight card account open or close the account. As of this writing, we have not heard back from *** or Mrs. De ********* and the account remains open.  

  Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service.
  

  
  

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for green light financial services so that my teenage daughters could have debit cards so that I could send them money at any time that the need might arise. I have been paying $6.99 per month for ************ and decided that it was no longer needed. I tried to cancel it online and by phone with no luck so I spoke with a customer service representative who told me they could not remove my funding account without permission from my ex-wife who opened the greenlight account. After several attempts to reach her over a 48 hour period they told me that my checking account would be removed and that I would no longer be charged for their services but it has yet to be removed from the account after hours and hours of my time on the phone with customer service. This is my bank account and I dont think I should have to jump through hoops for days on end just to have it removed. I am very frustrated and this is an absolute horrible company to deal with.

  

  Business Response

  Date: 11/25/2024

  See response attached. Thank you.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company fraudulently charged my childs account over $35 in fees for nothing. This company is a scam and doesnt help children manage money. I was on hold for over 30 minutes and they hung up on me while waiting for a supervisor.

  

  Business Response

  Date: 11/07/2024

  Greenlight has completed a full investigation into the complaints of this customer. ******************** charges a monthly subscription fee on the same day each month. On 9/28/24, Greenlight attempted to pull the monthly fee from the customers linked ACH account. This transaction failed, which resulted in the fee being pulled from the Secondary Account. On 10/28/24, ******************** again attempted to pull the monthly fee from the linked ACH account but was unsuccessful. This resulted in the fee again being pulled from the Secondary Account. The cardholder agreement (found at ****************************************************** in the Greenlight app) which all customers agree to during registration states: If we are unable to withdraw the applicable Fees (plus any applicable taxes) from your Primary Account and your Funding Account, and/or any negative balances in the Primary Account cannot be collected from your Funding Account, the funds may be withdrawn (i) from one or more of your Secondary Account(s) that have sufficient funds on deposit to pay the outstanding Fees (plus any applicable taxes) and any negative balance in your Primary Account. On 11/1/24, the customer contacted ******************** and an agent explained how the monthly fee works and that the *** transactions had failed. As a courtesy, Greenlight waived three monthly fees for inconvenience. 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

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last night I transferred. Money to my son. They took extra money that I DID NOT authorize! I called immediately to ask them to void the transaction because i only pressed the button 1x. Even though the customer service *** said they would cancel the ************ and provide a refund......these crooks won't transfer it back for a week.. scam much?!

  

  Business Response

  Date: 10/15/2024

  Greenlight has investigated the concerns presented by Ms. ****** Based on our investigation, we did observe that Ms. ***** initiated two (2) $300 Funding Account loads on 10/9/24. Ms. ***** also informed our Customer Support of this error on 10/9/24. Unfortunately, we were unable to process a refund for $450 until the pending transfers that Ms. ***** initiated had settled, even those made in error. As of this writing, the pending loads are scheduled to fully settle in Ms. ****** account on 10/16/24.
  
  Once settled, Greenlight will initiate a refund in the amount of $450.00 back to Ms. ****** Funding Account on 10/16/24. Once it is completed, a member of our management team will reach out to Ms. ***** directly to confirm it was processed. We do apologize for any inconveniences this may have caused. For this inconvenience, we have waived the next 3 months of fees on your account. Your monthly billing cycle will resume on 01/15/25. If you have any additional questions or concerns, please do not hesitate to contact us.