ComplaintsforGreenlight Financial Technology, Inc.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the beginning of January, I sent my child their Christmas money on Greenlight. Our account was a little in the negative so I included $10 to cover it without taking from his money. A few days later, I opened the app to check chores and found that my account had been deactivated. I reached out to them because I hadn't received any notification or email or text telling me it had happened. I tried to reactivate it and was told that I couldn't because of fraudulent activity. They said they run checks and something couldn't be verified.I have been with Greenlight for a year without any problems. We had no issues with moving money in and out. All of our paperwork had long been sorted. Any time we ask for information, they just tell me they can't tell me. I have asked repeatedly for clarification. I have tried to get the money from my account back and they, after a lot of prodding, eventually just told me to call the bank. In that conversation, they seemed to be under the impression that my account was closed because it was in the negative.

  

  Business response

  02/02/2024

  Greenlight has completed a full investigation into the claims presented by ****************** and it is our hope to provide clarity and answer any questions that *** remain. On 12/29/23 our *************** team conducted a periodic review of Ms. ******** account and elected to close the account at the conclusion of their review. 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 or account-specific risk factors that were identified.

  Prior to the accounts closure, ****************** initiated a $110 ACH load to the parent wallet of her Greenlight account on 12/26/23. On 12/29/23 a wallet reversal occurred, which happens when Greenlight does not receive the funds from the customers bank for the transfer they initiated. This reversal left her parent wallet with a negative remaining balance of $-84.31. At this time, there is no positive remaining balance for Greenlight to refund or that is owed to the customer.

  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, the account is closed and ******************** does not maintain a balance to return to *******************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received fraudulent charges on my GECU debit card from Greenlight and I wanted to make sure I get that money back or somehow find out what account my debit card was used on.

  

  Business response

  02/06/2024

  Greenlight has investigated the concerns presented by ****************** and unfortunately, we were unable to locate the referenced transaction activity with the limited information provided. Greenlight recommends that ****************** contact their bank to dispute the transactions in question. Additionally, ****************** may contact our **************** team if additional information can be provided.
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have money lefted in this account and they are giving me the run around about giving me my money one Rep tells me they need to see my card to my bank I'm asking them to transfer my money to and then after they get that they still haven't did their job I just want my $832.49 transferred to my Step account and they want to it I guess

  

  Business response

  01/30/2024

  Greenlight has investigated the concerns presented by **************** and we do apologize for any inconveniences this may have caused. A refund check was shipped to your address on file on 01/25/24 in the amount of $832.49 and should arrive within ***** business days. Greenlight does consider this matter resolved, however if you have any additional questions or you do not receive your refund check within the timeframe given, please reach out to us directly so we may assist you.
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I setup accounts for my kids at Greenlight years ago and for basic banking (depositing allowance) it worked quite well. One of my children misplaced their debit card and we went through the process to request a replacement. It never arrived. We notified Greenlight that the card never arrived and they confirmed the address and sent another one, again without tracking. It never arrived. We went through this process 4 times and we charged for replacement cards that never arrived.I finally decided to close the accounts to move to another bank without fees and 9 days later we still havent received our refund.I called customer service and was told there was a refund processing error (of which we were not informedwere they just going to keep the $???) They tried to process it manually but the dollar value was above their threshold. Then they said they needed a bank statement from ME to give me back MY money. Gave the reason that I changed funding sources during the time the accounts were active, despite the current funding source having been making deposits successfully for quite some time.The only other option they gave was mailing a check. ABSOLUTELY AND EMPHATICALLY NOT. Why would I trust a refund check to be mailed properly from the same company that couldnt get a debit card to the correct address on file 4 times.Still waiting on resolution. This company is ridiculous. Dont give them any of your money. Theyll do everything they can to hold it hostage.

  

  Business response

  01/23/2024

  Greenlight has investigated the concerns presented by **************. We would like to extend an apology for the negative experience whilst attempting to get your funds returned. Upon investigating the issue, it was found that an internal error was made by one of our support agents. We are working closely with the management team of that agent to ensure that proper procedures are always followed. 
  
  A member of our management team will be reaching out to you directly in order to process the refund expeditiously and answer any additional questions you may have. We appreciate that you have brought this to our attention as we are consistently looking for ways to improve so that we are providing a best-in-class customer experience at all times.
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greenlight has taken money from my account routinely and claims to have not been paid. Not only that the application is non-functional many times and it is not possible to retrieve money that has been put there. The company does not answer calls and abandons customers routinely.

  

  Business response

  01/26/2024

  Greenlight has investigated the concerns presented by ***************************** and it is our hope to provide clarity. Greenlight has collected a monthly fee from ****** since inception of their account on 2/15/2021, with the first payment being received on 3/17/2021. Based on our review, it appears that our system incorrectly closed ******* account due to unpaid fees. We are sincerely sorry that this occurred and have credited Mr. ********* account in the amount of $14.97 to refund the months our system did not recognize receiving payment for. This internal issue has been raised to our engineering team and is being corrected as a top priority.
  
  ****** called in on 12/17/23 to request account reactivation, and the agent that handled the call assisted with the reactivation on this date.
  
  Regarding the customer having issues with the application and not being able to withdraw funds in a convenient manner, there are no notes on the account or in any of our systems citing the customer contacting us due to application issues or failed transactions. Should ******************** have any questions or issues within the application, we would be happy to assist him right away. Our Customer Support team has a dedicated telephone number *************) that he may call.
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for greenlight hoping to help teach my children about saving money. I signed up 12/15/23 added about ****** and then my account was frozen after adding my husband as another parent I called support who stated they could not provide me any information and I would receive an email from the escalation department I then told them I called about a week ago and there was no notes about my call and they had to send an additional request my funds have now been on hold for 1.5 weeks with no further information I asked for a refund which they said they would but only refunded ****** there is still ****** left on the account and I asked for a full refund so I could close the account I fully regret using this business and support is not supportive at all

  

  Business response

  01/17/2024

  Greenlight has investigated the concerns presented by ************************* and it is our hope to provide clarity. The account was opened on 12/15/2023 and ****** added an ACH account as their Funding Account. The account that was added was not in Koreens name and additional verification was required by our Risk team.
  Greenlight reached out to ****** via email, requiring the unknown individual of Funding Account be added as an approver to the Greenlight account. ****** replied on 1/11/24 to inform us that they had removed the Funding Account and did not want to add the individual to the Greenlight Account as an Authorized Approver. ****** had requested all money that was loaded be returned because she no longer wanted to use Greenlight.
  During our phone interaction with ******, our Customer Support Agent provided clarity that the refund amount due was $860 however, only $400 of it was able to be refunded immediately. The remaining $460 was refunded on 1/13/24. The reason for the delay in the $460 refund was due to the initial load not being settled. We were required to wait for the $460 load to settle with ******* bank in order for us to process a refund for it. ACH settlement and refund processing can take from 5-7 days depending on the bank which is outside of Greenlights control.
  Greenlight considers this matter resolved and we do apologize for the negative experience that was caused. At this time, the account is open and all funds have been credited back to the Funding Account on file.
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/25, my child was errantly charged $85.07 for my PlayStation Plus account (not his account with the company). I attempted to contact **** directly, but was unable to receive any response. I then contacted Greenlight to ask about this transaction. They filed a dispute regarding the charge on that date. On 1/3/2024, I filed a BBB complaint with **** as they received the dispute and then canceled my account with them. Immediately following that phone conversation, **** issued a refund for the $85.07, which subsequently unlocked my account. As they had refunded the $85.07 to my child's Greenlight card, I now paid for my account with my card, rather than my son's. Following my conversation with ****, I called Greenlight and asked them to withdraw the dispute. They claimed that they did so during that phone call on 1/3/2024. After more than a week passed without receiving a refund, I called Greenlight. They said they still hadn't received a refund and that I needed to contact ****. Immediately after hanging up, I received an email (1/9/24) saying they had closed the dispute. I then saw a refund of $85.07 on his account, immediately followed by a recoupment back off of the account of $85.07. I called again, the supervisor said they hadn't received a refund and that's just how their systems process closing a dispute. I spoke with **** again today (1/11/2024) and they AGAIN assured me they refunded the $85.07 to his account. ******************** did not respond to my email requesting information on 1/9/24 and are not responding to a text sent this afternoon. ****'s records demonstrate they issued a refund, but Greenlight is refusing to release it to my son's account.

  

  Business response

  01/16/2024

  Greenlight has investigated the concerns presented by **************** and it is our hope to provide clarity. The dispute case for the charge of $85.07 from **** Playstation was reopened on your behalf on 01/12/24 and the dispute credit has been re-issued to your childs card as of today 01/16/24. 
  

  Greenlight considers this matter resolved and we do apologize for the interaction that occurred on 1/9/24. We will follow up with the management team of that area to ensure we are accurately responding to our customers requests. As a courtesy, we have waived your monthly fee for the next 5 months. Your monthly billing will resume on 06/17/24.

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Requesting my account t be completely closed and deleted, I do not want the option to reactivate. All my accounts have been hacked, including my bank information. I have talked to customer service with no resolution, only deactivation of my account which is not a solution because my information is still stored. I want my account completely closed/deleted, I do not want my personal information or my sons information compromised. I am getting daily verification codes from Greenlight, which means someone is trying to hack into that account, if my account is truly closed, then the ability to log back into that account should not be an option to anyone.

  

  Business response

  01/17/2024

  Greenlight has completed a full investigation into the concerns presented by ************** and it is our hope to provide clarity and answer any questions that *** remain. ************** contacted our **************** team on 7/7/22 and requested we close her account and refund any remaining balances. The customer service representative who handled this interaction deactivated the account and processed a refund totaling $9.81 back to the customers ACH account on file which was linked as her funding account that day. 
  
  ************** subsequently contacted us on 1/11/24 requesting we delete her account information. Due to federal regulation, Greenlight is required to retain customer identity information for a period up to 5 years after an account is closed. In order to request other information to be deleted, ************** *** visit our ************** on our website. There, she will find a link she can use to submit a request to have information removed from our database.
  
  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 this negative experience.    
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter was fraudulently charged on her Greenlight card. She was charged ******. Immediately thereafter, they attempted to charge ****** and ****** to the same company, but she didn't have the funds to cover the 2nd and 3rd attempt. However, she is still out ******. I have been dealing with customer service for over a week about this with no resolution, or even a confirmation number regarding a dispute. They are saying they "hope" to have it resolved by April 9. It is absolutely ridiculous that it should take this long. I've dealt with fraudulent charges through a bank, a credit union, and a credit card. It has NEVER taken any of them more than a couple of days to refund those charges, so I have no idea why this company would claim it would take 3 months.

  

  Business response

  01/11/2024

  On 01/05/24, Greenlight filed a dispute on behalf of our Customer, **************** for a $383.66 unauthorized transaction that had settled on her Secondary Cardholders card on 1/2/24. Within a few days on 1/10/24, the dispute was found in Ms. ******* favor and the account was credited $383.66. A letter was sent to **************** that same day.
  
  We apologize for the interaction that occurred on 1/5/24 and will follow up with the management team of that area to ensure clear expectations are provided early on.

  Customer response

  01/11/2024

   
  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

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, this company is fraudulent and stole $2000 of my money. They are also extremely poorly run and there is some serious issues. The money was removed from my bank account last week, $2000 supposed to go into my Greenlight parent account. The money never showed up. When I spoke with customer service, they said that my bank account was not linked. Therefore I needed to re-link the bank account, this was not true, since my bank account was linked. Later, they told me that this was not true, and the bank account was linked. Then I spoke with somebody else who said that the money would not show up in Greenlight because of their debit limit, and that I would see it back in my bank account in 5 to 10 days. She wanted to hang up on me then. But I insisted I speak to someone with the higher level, the person at the highest level told me that this was not the case that that was also in accurate information so twice I was given an accurate information. This person told me that the bank Did transfer the money, but Greenlight would not show it in their account for sometime several more days. It is unclear of this money was stolen by Greenlight or will ever show up. I do plan on taking this legal level if the money does not appear, but the level of incompetence and inaccurate information that this company has given is astounding. This is very scary and they should not be allowed to practice

  

  Business response

  01/16/2024

  Greenlight has completed a full investigation into this matter. On 1/4/24, ******************** attempted to transfer $2,000 to the parent wallet of her Greenlight account. Based on our investigation into this matter with our engineering team, the load was showing as declined/failed in our front-end system that supports the functioning of our application, but the load did in fact successfully settle. This was determined as an isolated bug that was quickly resolved once detected. Greenlight has established balance and transfer limits and is designed to decline and fail attempted transactions above the limit. The transfer in question was refunded back to ******************** on 1/10/24 via ACH to the Funding Account on file and will post within 3-5 business days from that date. We apologize for the inconvenience this situation has caused and have waived the next 6 months of subscription fees as a result of the negative experience.
  
  

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