ComplaintsforGreenlight Financial Technology, Inc.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After hundreds of emails, phone calls and contacts have been assured over and over that my account is deleted and however it keeps taking money out of my bank account

  

  Business response

  03/19/2024

  Greenlight has investigated the concerns presented by ****************. On March 2, 2024, ******************** Greenlight account was closed and refunded. Upon review, we discovered that **************** had a second Greenlight account that was still active under a different email address. On March 18, 2024, this secondary account was closed and refunded. Both accounts where ****************** funding accounts were added have been closed so the charges should not occur any longer. Greenlight considers this matter resolved, however, if any more questions or concerns arise **************** may reach out to us directly and we would be happy to assist. 
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been using Greenlight happily for the last few years, paying the subscription fee. A day or two ago I got an email from them saying my account was closed, with no additional information. I called and ******* said it had been closed because of some internal team not being able to verify something (they were very vague and would not clarify at all, despite my repeated attempts to get specifically what they were unable to verify).They never called me and told me that they were unable to verify a piece of information, and it seems odd to me that they took two years to verify something. It was very shady, and I hope my refund of funds goes through correctly. Stay away!!

  

  Business response

  03/18/2024

  Greenlight has completed a full investigation into this matter. A member of management attempted to contact ************** several times to discuss his account, but we were unable to leave a voicemail. As of 3/18/24, Greenlight can confirm that we have been in contact with ************** via email. Although the account was flagged by our risk monitoring system for review, all temporary account freezes have been removed, the account has been reactivated, and 3 months of fees have been waived. We sincerely apologize for the negative experience and have addressed this with the appropriate personnel to ensure clear messaging is provided at all times. At this time, Greenlight considers this matter resolved.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My two kids had two Greenlight cards. As of today they are canceled. While we were all asleep last night their cards were hacked and money was transferred allegedly from my phone while I slept. I called Greenlight for help and to cancel the cards. I was told by customer service that it was not possible to be hacked that my kids mustve done it. I asked how if the transfers were from my phone that was in my bedroom. The customer service agent spoke to me like I was dumb.He asked if I could follow directions. I asked to speak to the department that deals with fraud. Greenlight doesnt have a fraud department. Possibly because Greenlight is fraudulent and dont care about their customers.

  

  Business response

  03/11/2024

  See attachment. Thank you.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 16, 2024 I attempted to transfer $400 from my checking account to the parents wallet in our Greenlight account. I'm not sure how, but two transfers of $400 went through and the balance was $800. I transferred $200 to one child and $250 to my other child as they were traveling without me. I decided to leave the large balance in the parents wallet as I figured I would use it eventually. Then my monthly service fee was deducted leaving me with a balance of $345. On February 21st, I went to check the children's balances and saw there was a NEGATIVE balance of $54.99 in the parents wallet. The second transfer of $400 had disappeared from the Greenlight App. However, both transactions posted in my checking account and the money has not reversed to my bank. There is $400 of MY money missing. I have spoken with multiple Greenlight employees since last week and they all admit that this is a problem on the Greenlight end (they can see both $400 transactions in their system) that is being "investigated by engineering" and that I need to wait until the investigation is finished before they can do anything. I was also told yesterday that I am not the only customer that had this issue recently. I have tried reasoning with them about the fact that this is my money, which they admit, and asked them to credit my parent wallet or send it back to my bank, but they refuse. They say there is nothing they can do until engineering is finished and there is no timeline for that. It is absolutely unconscionable that Greenlight is essentially holding MY $400 hostage while admitting this is THEIR technical problem. I have been offered nothing but 3 free month's of service. There is no way to escalate the problem to someone who can actually make a customer-centric decision to solve this problem which is just bad business when dealing with people's money. I am posting this complaint here to caution others and to encourage the company to return my $400 immediately.

  

  Business response

  03/04/2024

  Greenlight has completed a full investigation of this customers complaint in hopes to provide clarity. On the date in question, the customer initiated a transfer of $400 to her Greenlight account. ********************* system experienced a technical issue, causing this transaction to post twice. Our team was made aware of this problem and began plans to remediate. A reversal was initiated to return the duplicate transaction to the customers funding source. However, this can take a couple of days to post to the customers bank account after initiation. A copy of the receipt confirming the credit to the funding source is attached for reference. We have made changes internally to prevent this from happening in the future and to improve communication with our customers. A supervisor contacted this customer directly to offer our apologies and communicate an update to the customer. We apologize for the experience of this customer and hope this resolution is satisfactory.

  Customer response

  03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although there are a few details missing from their explanation, I find that the resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greenlight froze my son's account said they needed id and picture of my bank card I sent all that it was still frozen for 48 hours finally get it unfrozen he tries to use it at ******* for food declined and frozen agian asked why they say we can't tell you you'll have to wait 24 hours it gets unfrozen he tries to just take the money off the card frozen agian says he can only take 100 every 4 hours we say ok not a problem they unfreeze it he tries to take 100 from the atm FROZEN again with no explanation this time now it has been over 48 and they still won't unfreeze his money they say they have one I can talk to no managers yet customer service says they can't help me this has been going on since 2/20/24. He needs his card unfrozen there is over 500 dollars on there and needs to be able to use it with out it being frozen every day

  

  Business response

  02/27/2024

  Greenlight has investigated the concerns presented by ****************** and it is our hope to provide clarity. We do apologize for the disruption of your account and any inconveniences this may have caused. On 02/24/23, Ms. ******** account triggered one of our automated Risk alerts resulting in an account freeze. Although we cannot provide details into why our risk system selects accounts for review, we can confirm that it is typically based on account activity that is inconsistent with prior use. We requested that our Risk team review your account and reach out to you directly concerning your account freeze and what items are needed to proceed. Our records indicate that we attempted to contact you on 2/22/24 and again on 2/27/24 with an inability to leave a voicemail. We did observe account activity that we need to discuss with you and will attempt to contact you again this afternoon.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are two issues-One is that my son's GL card keep declining and I have tried more than once to resolve the issue. I've been given many excuses but no resolution. The problem persists even though today he had over $18 in the account and was trying to buy a $10 sandwich. I called and spent almost an how on the phone. There were two holds from 10 months ago equalling $15 on the card and previously I had been told the holds may be the issue. The woman on the phone did something and immediately the holds were removed but so was $12 from the account and when she read the account total she claimed he had $8 when the app stated he only had $6. In addition money for shoes posted two weeks ago in the amount of $145.99 but the vendor claims the money was never received and so the shoes have not been shipped. My son is out this money and I have filed a dispute but no resolution.

  

  Business response

  02/29/2024

  Greenlight has conducted an investigation into ******************** complaint to provide some clarity. The customers account became out of balance causing an incorrect balance to be displayed in the app. When the child attempted a purchase, there were not enough funds in the account to complete the purchase. After the pending transactions settled, the account was reconciled so the correct balance was displayed. The customer service representative also explained how out of balance situations can occur and refunded 3 monthly fees to the customer. 
  The transaction for the purchase of shoes was finalized and settled on 2/14/24 in the amount of $145.99. The vendor should have received these funds. A dispute has been opened for this transaction, and the case is currently ongoing. The customer will be notified of the outcome when the investigation is complete. We apologize for the experience of this customer and hope this resolution is satisfactory.
  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted, during the fall of 2023, to start a trial of Greenlight - my sister sent me a referral text with a code, from Greenlight that said sign up and earn $45 to try Greenlight. I attempted to sign up, but the enrollment froze, and wouldn't allow me to continue. I tried after this point several more times to sign up, but it would not let me complete sign up (saying an account existed), even though sign up had never been completed. I never received a confirmation email or anything from Greenlight confirming any account info, etc. So I reached out to Greenlight support in November, asking for help to reset a password. After several exchanges with support, they had to escalate the issue (for technical help) because they could not provide me with access either. I never heard anything from Greenlight support after this point, and instead just started receiving charges (on an account I don't have access to). I noticed the bank charges and reached out to Greenlight support once again. Support has been slow, and their response is "you have to access your account that you set up through the app" in order to cancel the recurring charges. I never installed the app, or completed set up of the account OR authorized any payments! So I cannot access an account I did not set up. I have repeatedly asked for their help and response through Greenlight support tickets and have not received a response that they have closed / cancelled my account as requested. So I don't feel I have any other option than to contact BBB to try to escalate this issue to someone who can actually resolve this unauthorized account issue. This has been a mess and waste of time, and I am now being charged without having ever provided authorization or setting up an account myself. If I don't receive support, and an account cancellation, along with a reversal of all charges, I will also be reporting to the Attorney General / ***************************** This business practice is unacceptable.

  

  Business response

  02/29/2024

  See response attached. Thank you.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Relentless spamming after this repeateded requests to halt z

  

  Business response

  02/13/2024

  Greenlight has investigated the concerns presented by **************. We were able to locate a Greenlight account associated with ************** however the account has not completed registration yet. Although we could not locate any previous requests or correspondences from **************; we have removed the email address on file from our marketing emails list. 
  

  Additionally, if you would like for Greenlight to delete your information or if you would like to request a copy of your information, please visit our ************** on our website where you can submit a request under the section titled How to submit a request. Please reach out to us if you have any additional questions or concerns. 
  

  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  About 2 months + ago I submitted a credit app through greenlight for a credit card to help build my childs credit as they advertise. A week passed and I received a call from someone saying they need additional info. I called them back to verify they were who they said they were. I answered the questions and they submitted th request. A week later I received an email that said congratulations you should receive your credit card in 7 to 10 business days. 2 weeks passed and no card came. They was a holiday so figured it was held up because of the holiday. Another week passed and still no card. So I called them today and the representative started researching. Finally he instructed me that I didn't receive the card because I had not agreed to terms. I asked where was I supposed to do that and why wasn't I instructed in the email that I had to do this before I could receive card. He started try to figure out where I was supposed to agree. He could not fund it so he put me on hold and when he came back he said that the time frame to except terms had passed by a day and I was no longer able to get a card. I am not upset about not getting the card. I can get a card anytime I want to. I have great credit and a low debt ratio. I am upset because they ran my credit and was not instructed on the steps I needed to complete. This hit my credit for nothing.

  

  Business response

  02/15/2024

  Greenlight has investigated the concerns presented by the customer and completed a review of the account. This customer submitted an application for the Family Cash Card on 1/8/24. After submitting the application, the customer would see a tile in the ******************** app that states Youve been approved for the Greenlight Family Cash Card! Tap to view details and accept. An illustration of this is attached. In order to move forward in the process, the customer must agree to the terms and conditions and acknowledge that they have read and understand the terms to the card program. In this instance, the customer did not accept those terms within the 20 day window as required. It appears that the customer contacted the issuing bank, ******************* of ***** (FNBO) to voice the concerns. This customer should not have received an email stating that the card had shipped. We have worked with our team to put a process in place so this does not happen in the future. Unfortunately, the hard hit on the credit report cannot be removed because the application was submitted and processed. We apologize for the inconvenience as this is not the experience we want our customers to have.

  Customer response

  02/18/2024

  the instructions given to me on my approval was only , " your family card was approved  and your card will arrive in 7 to 10 business days. Not you must go on to site and approve something before you receive your card.?? I even clicked the link that said get started and the only thing there was what i would be able to do with the card. Not, you much approve terms and conditions. Why would a message be sent , your card is on the way? Why not say , you are approved,  but you must first agree to terms before it will be sent????  If thst is what they wanted i would have done that!  That would be easy, no instructions were given to do that in order to receive card. Ss you can see in all documents that i have sent in. This is fraud. Complaint: 21272996
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2024

  While we appreciate the customer's frustration, as previously stated, after submitting the application, the customer was shown a tile in the ******************** app that states Youve been approved for the Family Cash Card! Tap to view details and accept. The customer had to accept these terms within 20 days of approval in order to move forward, which did not occur. Unfortunately, we do not have the ability to achieve the customer's desired outcome, and at this time there is nothing else we can offer the customer. We suggest reaching out to the issuing bank, ******************* of *****, with additional questions.

  Customer response

  02/21/2024

   
  Complaint: 21272996
  
  I am rejecting this response because: there was no tile to select terms only a message that said your card is on the way.  If there was something else that needed to be done to receive the card. Why not say you are approved and you will receive a card, but you must first agree to terms and conditions before we will complete the process. But instead you say card is on the way in 7 to 10 business days.   I have come to the conclusion that greenlight credit card is a scam andi will surely let as many people know as I possibly can. Please show me where the agree to terms is supposed to be and IF it is there why make it so hard to find?? BECAUSE IT IS A SCAM!
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been contacting Greenlight customer service since December to transfer my custodial investments from Greenlight to ******* ****** and still no resolution. I want to close the Greenlight account without liquidating the investments. The issue is Greenlight has my incomplete legal name in their system. I contacted them on December 28 for the name correction. They corrected the names on the Greenlight app but not the investment account which is with their partner ***********. My transfer of assets was declined by ***********/Greenlight because of the name mismatch. I called Greenlight again on Jan 9th and spoke with ***** who didn't seem to know much about their investment product. I spent hours with him on the phone as he went back and forth with his supervisor for advice to get my name corrected with *********** so I could proceed with transferring my assets out. He provided me a form to transfer assets to Greenlight but not out of Greenlight (he clearly did not know what he was doing). He also asked me to contact *********** directly via email which I did but got a response that only partners can contact them to make changes a.k.a Greenlight. He also promised to call me back in a few days but never did. I emailed support on Jan 12 with no response. I called again on Jan ************************************************************************************************************** that she would take care of my issue. I did some research as well and told her it looks like she needs to submit a ticket internally with ***********. She said not to worry she would get it fixed and promised to call me back on Wednesday. Well, 4 Wednesdays have passed, and still haven't heard back. Each time I call is about 3 hours long and still no resolution. I pay a fee of $7.98 a month for the Greenlight Invest plan but seems like they want to force their customers to stay with them or liquidate investments if they leave. Please help me resolve this issue.

  

  Business response

  02/13/2024

  See response attached. Thank you.

*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. ↩