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:09/20/2023

  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.

  At first, I thought there was something wrong with Greenlight's system. Now after reading previous complaints, I see that's probably true, but now I can see that Greenlight has been aware of problems and isn't responding to fix these internal issues the way an ethical business would. 1. My child returned 2 items (different stores) recently. Upon return, ** debited another charge instead of crediting his account. You can imagine the problems that created. At first, I thought the store made a mistake, so we have both put time into communication and correction with the store. When it happened the second time, I knew it was GL's fault. ** sends a transaction history to me that shows 6 charges for one return. Three deposits and three debits. Why? And why do we have to complain in order to see this "extra" backend history. It does not mirror the transaction history in my app, nor my son's. His actual balance never showed the money was credited. Same for this second double debit on a return. He was charged AGAIN!2. Emailing over and over with no solution -- told to just look at the emailed transaction history (which doesn't match our app history and does not fix the fact that he is missing money). 3. Spent 52 minutes with a very nice rep who could not answer my questions about why their history doesn't match our app history. Can't explain why my son had 25 "refunds" posted in one day, which were also not real. Could not explain why my son is being debited on a return instead of getting money back. 4. SOME money just magically appears in my son's account while I'm on the phone complaining. This is not the way a "bank" should perform.5. Was supposed to receive a phone call this morning at 8:30 from someone in the office above customer service and I planned my entire morning around it. No call. 6. **** is often declined despite having money in the account. It's inconvenient, embarrassing, and bad business. My kids HATE Greenlight.

  

  Business Response

  Date: 09/22/2023

  Greenlight has completed a full investigation into the situation presented by ************** and it is our goal to provide clarity and answer any questions that *** remain. We apologize for the experience this customer has had. On 9/16, the parent, **************, contacted us stating her child, ***************************, was missing money and that her app was showing multiple transactions on this childs account, all of which were showing as refunds in the app dated 9/14/23. After reviewing the account, we confirmed ********* card was reconciled on 9/14/23 and the transactions showing in the screenshots provided by the parent are the childs direct deposit paychecks and the ** Savings Rewards applied to the account on the first of each month. Greenlight is currently working with its processor to ensure transactions and balances are accurately reflected as we do understand this creates confusion. When balances or transactions are out of sync, Greenlight reconciles the account to ensure the balance is true and correct. We reviewed ****************** account and observed refund credits showing as debits or purchases in the app. We have escalated this matter internally and our engineering team is actively working to correct this.
  
  On 9/17, a transaction history was pulled from our transaction processor and emailed to the parent so they could see the credits from the refunds had truly posted to the account, despite the app showing the child had been debited a second time. The statement that is pulled from our processor is a more detailed and robust transaction history than what is accessible to our customers in the app, as this statement shows all parts to every transaction, including the authorization, authorization blackout, and settled debit/credit. We appreciate ************** reaching out to us to bring this matter to our attention and also apologize for this experience. As part of our engineering efforts, we are also working on developing more robust transaction histories for our Customers as well. Due to the experience this situation has created for our customer, weve waived the next 3 monthly fees for her account.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20631425
  
  I am rejecting this response because:
  I would like this complaint re-opened: ID ******** I just fully read BBB's email to me requiring a response within 7 days. I hadn't responded because I had several ongoing emails/texts/scheduled calls with Greenlight and I wanted to give the chance to actually solve the problem. I had a customer service representative admit she had dealt with my exact problem several times. She went through the math with me and felt something was wrong. She was escalating it and I was supposed to receive a call yesterday. Again, didn't call as scheduled. They will not change this problem because nobody is holding them accountable. My fifteen year old is missing $260 -- at least -- that's just what we were watching for and caught. Please reopen my case, so I can at least respond on record and others can see they shouldn't trust this company with their money. Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/12/2023

  Greenlight has investigated the statements ************** has made and have followed up with the necessary teams to make sure this is resolved as soon as possible. We do want to ensure our customers have a pleasant experience using our product as well as our support staff and we are so sorry to hear your experience was anything short of that. You will be receiving a personal call from one of our Senior Support staff either today (Thursday October 12) or tomorrow (Friday October 13) to address the issues that have yet to be resolved. We do appreciate you escalating these matters to us as it is important we relay your concerns to the appropriate outlets for further investigation. We do apologize again, and if you have any questions or concerns please do not hesitate to reach out to us.

• Initial Complaint

  Date:09/19/2023

  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.

  Greenlight deducted funds from my funding source to pay out transactions that were not authorized. The amount was close to $600. After many phone calls and false claims that someone in my household approved the purchases, they agreed to a provisional credit while my claim was investigated. I was told I would not be able to speak directly to MasterCard because the information came from them and I would only be able to get details on the claim from GL. Today I was told the dispute was denied and that we authorized the money to a company we cannot even identify. I cannot even reach out to the debiter they paid with money I did not authorize to come out of my funding source because I do not have a clue who they are or how to get in touch with them. GL is a fraudulent aiding and abetting other fraudulent companies. Their customer service peddles lies because the customer at the end of the line is, frankly, powerless.

  

  Business Response

  Date: 09/22/2023

  Greenlight has completed a full investigation into the claims presented by ************** and it is our goal to provide clarity and answer any questions that *** remain. On 8/28/23, the parent called in to report unauthorized transactions on her child, *****************, Greenlight card. On 8/30/23, the customer called in again to report unauthorized transfers from her funding account to the ******************** account. The **************** representative she spoke with that day confirmed the Authorized Approver on the account made the transfers in question and confirmed the device type used for those transfers verbally with the parent on the phone. The **************** representative who assisted the parent that day filed a dispute for the unauthorized transactions on Mjs account, totaling 16 transactions for an amount of $539.84. On 9/19/23, our dispute department sent the parent notice they had concluded their investigation and found no error occurred. They stated they had received second presentment documentation from the merchant and after reviewing the documents, the second presentment was accepted, because the documentation provided matches the cardholder information on file such as name, email and address which provided them with enough clarity that the transaction was known to the family. As of today, 9/22/23, we have requested to appeal this dispute decision on behalf of our customer and have escalated this claim within our dispute department in hopes of achieving a favorable outcome for the customer.

• Initial Complaint

  Date:09/16/2023

  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.

  My daughter locked herself out of her GreenLight Card and another one was mailed out over two weeks ago. Today, I check my mail thinking that the card would be in there and it was not. First I check my mail every so often, so I delayed checking our mail until I assumed it would be here.I called GreenLight (9-16-23), to make them aware that we never received her new card. Here it was found that they sent my daughter's debit card to another address. Upon verification, the address in which GreenLight sent it to was my old address of ******************************************************************************. I wanted to ask the rep what my current address was, but by the time I opened my mouth, she began to state my current address, which solidifies that I updated my address. So, I ask the rep to transfer the money to my bank out so that my daughter can access her money. The rep then tells me 'ok', that it's going to take up to 5 business days to receive the money in my personal bank account, ;and the new card ordered will take 3. Why am I upset? In the past two weeks, my personal information has been hacked on the medical side and at my actual job, where an agency employee hacked the payroll system, found someone's account info, and deposited money into his/her bank account.My question is, when I updated my current address, why wasn't the old address automatically removed. So someone, let me guess, the "computer system" sent it to the wrong address. The discrepancy should have been noticed an elevated to a senior lead and a simple, phone call or email should have been sent out for verification purposes.My child needs money and they need to figure out the fastest way. Right now for me, that's a security issue. They didn't even offer her a credit or anything. No that we want it, but it's the principle. She had ****** in her account, I moved ****** over to my parent wallet, and was transferring ****** to my personal checking account.All we got was "Sorry". That's not it!

  

  Business Response

  Date: 09/19/2023

  Greenlight has investigated the concerns presented by **************** and it is our hope to be able to provide clarity. **************** called into Greenlights customer support team on September 16th, *************************************************** the mail and was concerned their address *** not have been updated correctly. Prior to September 16th, we have been unable to locate any correspondence with **************** within the last six months related to requests to update her shipping address. On September 15th, **************** added a new Funding Account (debit card) which required the collection of ****************** billing address associated with the debit card, but the shipping address was not changed. ****************** shipping address was not changed until September 16th when we spoke with her on the phone and shipped a new card via Express Shipping.
  
  Refunds do take between 3-5 business days to fully settle and vary depending on a ************** processing windows outside of Greenlights control. Greenlight appreciates ****************** concerns and is consistently reviewing internal processes and procedures to ensure we are continuously improving our services and experiences for our Customers. We apologize for the experience and have waived next month's fee for the inconvenience.
  
  

• Initial Complaint

  Date:09/10/2023

  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.

  Hi am divorced and have sole physical and legal custody of my child who is 13. Her dad has visitation only and in our divorce documents. It says that I am the one that is to manage all of the childs financial accounts. His girlfriend has a greenlight account and added my daughter as her child and added my ex-husband as another user on the account. My daughter now has a debit card with somebody else posing as a parent. I have emailed back-and-forth with greenlight, and they refuse to do anything to help me. I have offered to share court documents with them. I have pointed out that the practice of some random adult being able to add a random child that doesnt belong to them is not OK. Especially when you look at the amount of *** trafficking that is done in *****************, it would be really easy for any adult to open an account for any child. This is not OK and it is not safe and the fact that they totally dismiss my concerns when I am the legal parent of this child is extremely concerning.

  

  Business Response

  Date: 09/13/2023

  Greenlight has completed a full investigation into this complaint. Although we can fully appreciate and understand the concerns presented by ******************** and take them very seriously, ******************** is not listed on an account as a Parent or Secondary Approver and it is our policy to require a subpoena in order to share information with unknown parties.******************** first contacted Greenlight on 9/8/23 via SMS text message with her concerns. Aside from the text message, we were unable to locate any phone call or email history. Given the sensitivity around customer information, the security of our accounts, and seriousness of the concern, our Customer Support team escalated the matter to Compliance in order for an investigation to be completed. ******************** contacted Greenlight on Friday, 9/8/23 and had already submitted the BBB complaint on Sunday 9/10/23 prior to the completion of our investigation.Greenlight takes the safety and security of children very seriously and actively monitors transaction activity that could potentially be indicative of child trafficking and other serious financial crimes. Although we do not require legal guardianship documents from all Customers, we do require a Primary Parent to be the legal guardian or trustee of all Secondary Cardholders as outlined in our Terms of Service. Additionally, Greenlight does require supporting documentation in instances where the relationship between the two parties are questioned during routine Risk and Compliance investigations. As a result of our recent investigation, an account was located and out of an abundance of caution, it was closed.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20581915
  
  I am rejecting this response because:

  In their response it says Additionally, Greenlight does require supporting documentation in instances where the relationship between the two parties are questioned during routine Risk and Compliance investigations    I am going to copy and paste my email communication where I REPEATEDLY said that this woman has no legal ties to my child and was given the run around.  What supporting documentation did you require when a woman suddenly adds another child that is older than her own child and another adult?????

  I had an email going and a text message at the same time because I wasnt getting a response from one of them so I tried the other so I attach the text messages to this complaint as well.

  Here is the email communication- read from the bottom up!!!!  Make sure you pay attention to the fact that her dad is listed as a 2nd parent.  His girlfriend then is listed as FIRST PARENT.   Not me- the only one with full legal custody.  Full legal custody is not given without a lot of proof of why that parent is not fit to have custody. Tell me how this isnt fraud!

  I guess I will have to deal with it on my own, but I think you are seriously need to look at your policies because if you really think about the fact that any person can set up an account for any child, and you look at the amount of *** trafficking, what is going on with kids in the world today
  
  
  She is fraudulently listed as a parent to my child.   Your company does not have any way to prevent this from happening.    If thats the answer, you want to stand by, I am going to file a complaint with the Better Business Bureau.  These are kids that were talking about and I dont think you understand how precious they are, and how we have to protect them from predators.
  
  
  I have explained to your company over and over again that neither one of these people have the legal capacity to set up an account for my daughter, and you have continued to ignore me.   I have offered to send paperwork showing this and yet nobody has taken me up on that offer.   I would never use your company, nor would I ever recommend it.
  
  
  Do you ever once question why? Why is this mother so passionate about making sure that the legal agreement is followed?  There are so many things I could say right now that Im pretty sure would make you question your rules and policies, but I am bound by a legal agreement.   In the end, what youre telling me is that a parent who has full legal and full physical custody of her daughter, cannot dictate, whether an account that was set up without her permission is allowed to exist.   You also are telling me that its OK for another person to fraudulently identify themselves as a parent of my child.   Nice practice.
  
  *******************
  
  On Sep 10, 2023, at 2:30 AM, ********** (Greenlight Support) <**********************************> wrote:
  
  
  ?##- Please type your reply above this line -##
  Your request (*******) has been updated. To add additional comments, reply to this email.
  
  ********** (Greenlight) 
  Sep 10, 2023, 03:30 EDT 
  Hi ****,
   
  My name is *** and I am a part of the escalated support team. I will be stepping in for my team.  
   
  I apologize for the trouble. I understand how frustrating this can be. We aren't able to close the account without speaking with the primary account holder. 
   
  Although typically the primary account holder is a parent or guardian, they don't have to be. If them opening the card goes against any agreement you guys have set up, you would want to go through those channels and let them know. 
   
  I'm sorry about the inconvenience this has caused. Was there any other questions or concerns for me today? 
  Best ****************************************** Representative
  
  
  **************** (Greenlight) 
  Sep 9, 2023, 09:22 EDT 
  Hi,
   
  Our sincere apologies for the delayed response and please know that we appreciate your patience and time.
   
  After reviewing your account, it looks like we'll need some additional support to get this resolved! I'll be transferring your ticket along with all the information I've gathered over to our Tier 2 support to ensure your account gets the attention it deserves. 
   
  We value your experience here so I sincerely apologize that I was unable to directly remedy the issue on my end. Our team will reach out to you between 8AM-11PM ESTas soon as an agent is available.
   
  Thank you very much for your understanding and you'll hear from us shortly.
   
  
  
  
  *************************
  Sep 8, 2023, 21:11 EDT 
  Is there somebody higher up than you that I can talk to because I have custody papers that show that Im a legal guardian neither of those people are legal guardians to my daughter and I did not get permission for her to be on anybody elses account shes 13!!!!!!
  
  *******************
  
  On Sep 8, 2023, at 7:44 PM, ********************** (Greenlight Support) <**********************************> wrote:
  
  
  
  
  ********************** (Greenlight) 
  Sep 8, 2023, 20:44 EDT 
  Hi ****,
   
  Our apologies for the delayed response and please know that we appreciate your patience and time!
   
  We sincerely apologize that you have to deal with this.
   
  Thank you for providing those information and for taking the time to explain your situation. We do see here that ***** is the second parent on this account which means a primary account holder who created this account added him and your daughter.
   
  We take the security of our Customers very seriously and are unfortunately unable to provide non-customers with anymore information. Please have your ex husband advise the primary account holder to contact us.
   
  If you have any further questions please feel free to reach back out to us!!
  **********************
  Customer Service Representative
  
  
  *************************
  Sep 8, 2023, 11:32 EDT 
  It is probably under ********************************* and *********************** who is my daughter.  His phone number is ************.  Her's is **********.  Her email is *************************.  I do not know when email he would have used. 
  
  
  I have custody paperwork that says I have control of all bank accounts and full legal and physical custody.  He did not ask my permission to set this up and he can not legally sign for anything for her.
  
  
  *************************, Counselor
  
  
  
  
  Kishrell P. (Greenlight) 
  Sep 8, 2023, 11:08 EDT 
  Hello,
   
  Thank you for reaching out to Greenlight! 
   
  This is **** who will happily assist you today! 
   
  We will be more than happy to assist you! We are unable to locate your account with the information provided. Please provide us with the phone number and email address associated with your Greenlight account. 
   
  If you have any further questions, please feel free to reach back out to us! ???
  
  
  
  *************************
  Sep 7, 2023, 12:48 EDT 
  I have full physical and legal custody of my daughter and apparently my ex husband got her a card from you.  He is not permitted legally to register or sign her up for anything.
  
  
  How do you monitor this?  I am a little upset that he did this behind my back and his signature for anything for her means nothing in reality.
  
  
  Help.
  *************************, *************** Counselor
  *******************
  ******************************************************
  ************
  
  
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  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2023

  Greenlight takes the safety and security of children very seriously and actively monitors for transaction activity that could potentially be indicative of child trafficking and other serious financial crimes. Due to the nature of the concerns expressed by ******************** in her communications to our **************** team, the matter was immediately escalated to Compliance and an investigation started. The investigation also included a complete review of the claims included in the BBB complaint. As a result of the investigation, the account in question was located and the child was removed from the account within two business days.
  
  Because ******************** is not the Primary Accountholder, without a subpoena, we are unable to provide any additional information regarding another customers account other then to confirm that Ms. ********* child has been removed from the account. ******************** appreciates Ms. ********* concerns and are consistantly reviewing internal processes and procedures to ensure the safety of our children and to prevent financial crimes.  Following this matter, we will continue our review process and welcome any feedback ******************** would like to share directly with our compliance team on how we can improve our services.

• Initial Complaint

  Date:09/08/2023

  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.

  Greenlight neglected to act on a purchase dispute for $30. I supplied them with all my documentation and they never addressed the dispute. I am out my money and they claim to provide purchasing protection but does not protect their customers.

  

  Business Response

  Date: 09/14/2023

  Greenlight has completed a full investigation into this complaint. On 8/7/23, the parent called in to dispute a charge of $31.91 from *****. A dispute was filed that day and an email confirmation was sent to the parents email address. On 9/5/23, the parent called in asking for an update on the dispute and was provided the notes that were on the account. The customer service representative asked for the tracking number for the shipment. On 9/7/23, the parent called and requested to close her Greenlight account, which caused her dispute to be closed. We have reopened this dispute for the customer. We have also educated the the representative who closed the account to communicate with customers going forward so the customer is aware if a dispute is being withdrawn when the account is closed. The customer will be notified when the investigation of the dispute is finalized. We hope this resolution is satisfactory.

• Initial Complaint

  Date:09/06/2023

  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 7/22/23 my daughter purchased some items from Target for $70.17. On 8/6/23 she returned those items to target. The refund didnt show up on her card. On 8/8/23 an additional $70.17 was deducted from her card. I contacted Targets customer relations and they were showing that they refunded her on their end. On 8/17/23 I emailed greenlight support. I explained the situation. I was told that there were other merchant holds on her card from other purchases and that she couldnt be refunded until those were reconciled. That apparently takes 3-5 business days. Why, if they are aware that they mistakenly deducted money instead of refunding it we were to wait on unrelated purchases I have no idea. I emailed again on 8/26/23 and was told that my daughter had used her card and so we were told to wait and not use it some more. It is now 9/5/23. I emailed again yesterday to see why she still has not received her refund on $140.34 and have received no response.

  

  Business Response

  Date: 09/12/2023

  Greenlight has investigated the concerns presented by *******. We would like to apologize for any inconveniences that the delay in your childs refund has caused. On 7/22/23 a purchase was made at Target for $70.17. The items were returned to Target for a full refund on 8/6/23. On 8/8/23, your childs card balance was $237.99 when a debit backout occurred for $70.17 leaving your childs card balance at $167.82. That debit backout was immediately reversed and the $70.17 was credited back leaving your childs card balance at $237.99. Then a separate credit of $70.17 was added to your childs account leaving your childs card balance at $308.16. These 3 debit transactions occurred within the same minute of each other on 8/8/23. When a refund is processed with Greenlight, our system will make a second presentation of the charge. This means, it will first charge your card like a regular purchase, then immediately put the funds back within seconds, and finally a full credit for the refund will be presented. We have also attached a full breakdown of your childs card history that will show the 3 debits and credits I mentioned before on 8/8/23. At this time, we can confirm your child has received their full refund of $70.17 and Greenlight considers this matter resolved. If you have any further questions please do not hesitate to contact us. 
  
  

• Initial Complaint

  Date:08/25/2023

  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.

  Do not use this bank. Ive been with Greenlight since 2017. Since 2022 the system has changed and weve had nothing but problems. To make a long story short, an authorized charge is 170 was taking out of my banking account and put into the parents wallet. My child didnt make the transfer nor I. I have been trying to get the money back for over a week. I decided after a lot of back and forth that I was sick of this company and wanted to close the account. I was told that my daughter had a pending charge and we needed to wait. So I received a call stating that we could close the account. I got an email stating that the money in the account, $1.300 could not be refunded to the funding account to close it because the same card wasnt the card that put the funds in the bank. I could only refund 199 dollars. After complaining about this, I was able to refund 170. Yhe money in the account is stuck there. My daughter now has a real account with ***************** We want all of the money to go on my card (the one attached to the account) to transfer all of her money from her summer job to a real account. This isnt a real account, read the complaints. They make it nearly impossible to withdraw funds and close the account. They offered a paper check and I refused. I wanted an electronic transfer and was told it wasnt possible. Avoid this company.

  

  Business Response

  Date: 08/30/2023

  Greenlight has investigated the concerns presented by **************. Please accept our apologies for the inconveniences you have encountered throughout this process and thank you for escalating your concerns. Although our system will not allow us to issue a refund for more than the amount that was loaded from the card, that rule specifically applies to debit cards only. We were able to successfully initiate a full refund to your bank account on file as of 8/29/23 and your account has been closed as requested. We will continue to provide the proper coaching to the necessary team members in regards to issuing refunds. Please let us know if there is anything else we can assist you with.
  
  

• Initial Complaint

  Date:08/16/2023

  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 August 12, 2023, I made a purchase totalling ******* at ************ on *******************************************************. Receipt number 141-RE-16736045. I charged ****** to one credit union, and the remaining ******* to my greenlight card ending in ****. I returned the purchase minutes later. My ****** went back to CU. The ******* was not returned to my Greenlight card yet. On Wednesday, August 16th, I emailed Greenlight to ask when I could expect to see the money refunded. LAter that day, I received a message that ******* has been pulled from my funding account (bank account) and put in the parent;s wallet. Instead of Greenlight reversing that ******* they DEBITED me AGAIN. The store in question did not debit my other account, which leads to the conclusion that Greenlight debited me instead of crediting me. So my bank account (the funding account) is going to have **** removed tomorrow. I have tried calling the help desk, and I was hung up on by **** when I let him know he sounded muffled and I could not hear him. I proceeded to send emails and texts. I am given a canned response about filing a dispute - which I most certainly will be doing as soon as that charge hits my account. This is the second time I have had an issue with Greenlight. **** is not a piddly amount. This is going to cause me a great hardship. I am going to be overdrawn. Instead of crediting me back ****. they have now taken ****, and I am not gettiTan answer anywhere. This is causing me HUGE Stress right now as my bills are going to be coming out automatically. I am including the receipt showing return, and screenshots showing where the money was debited from my acct for first tx, then debited again today 8/16/23. Greenlight owes me ****$ and I am getting no response from them.

  

  Business Response

  Date: 08/23/2023

  Greenlight has completed a full investigation into this complaint. On 8/12/23, the customer made a purchase charging $1110.00 to her Greenlight card. She then contacted Greenlight on 8/16/23 informing us that she returned the item not even 10 minutes later. This resulted in an overage to be initiated from the funding source on 8/16/23.

  The customer then contacted ******************** to let us know the ** representative she was on the phone with had hung up on her and she wanted a call back. A T2 representative eventually took over this communication and advised an overage occurred because of the way the refund was processed by the merchant. However, when researching what occurred, it appears the debit backout of the transaction was processed first, which brought the childs account balance negative temporarily. The debit authorization and settled debit were then immediately processed, meaning the merchant refund posted, bringing the childs account balance back. Because the account went negative briefly, this resulted in an overage to the parents funding source.

  On 8/17/23, the parent contacted Greenlight to inform us that she initiated a stop-payment on the overage and it was successful, meaning the funding source was not overdrafted.

  We have worked internally with staff on how to appropriately communicate with customers to improve customer experience. Weve also opened a ticket with our Product team and processor to determine the root cause as to why the debit backout was processed before the merchant credit, causing the overage to be initiated. As of 8/21/23, the customer is whole and all funds have settled, and the account is reconciled. We hope this is a satisfactory resolution and apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:07/23/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 requested to close my account in November of 2022 but it was not closed. I contacted support again in May 2023 and it was still not closed. Now it's July and it's finally closed but customer service refused to refund the $4.99 that I've been charged each month since I requested cancellation. Seventeen months of $4.99 = $84.83 that I am owed.

  

  Business Response

  Date: 07/27/2023

  Greenlight has completed a full investigation into this complaint. This customer reached out to ******************** to close their account on 10/30/21. They were offered 3 months free to remain a customer, which they accepted. The customer was sent an email (attached) stating the next 3 monthly fees would be waived and the billing cycle would resume on 2/15/22. The customer did not contact ******************** to cancel again until 11/15/22. **************** reached back out to the customer at that time but did not receive a response. The customer requested cancellation again on 7/19/23. At this time, the customers account has been closed as requested. Greenlight has also returned the monthly fees charged from her cancellation request on 11/15/22 to present as a courtesy and refunded that amount ($44.91) to the customers debit card that was on the account as a funding source. We hope this resolution is satisfactory and apologize for the experience of this customer.

  Customer Answer

  Date: 08/02/2023

   
  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

  Date:07/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  When an account is closed with Greenlight (GL), account access and cards are immediately revoked and a refund of the account balance is initiated.My complaint is regarding an unauthorized withdrawal from my Funding Source after my GL account was closed, and an untimely and poor attempt to resolve my complaint [4045813].Account Closed [7/1]Unauthorized Withdrawal [7/3]Return of Account Balance [7/11]Initial Contact [7/11]I provided GL a screenshot of the unauthorized withdrawal from my bank account. I stated that I had received the return of account funds owed to me after closing my account, but that I had not been reimbursed for the unauthorized withdrawal.Response [7/14]I was told that my refund for [my account balance, plus accrued interest] had been processed on 7/10 and would be available in 5-7 business days in multiple transactions in the amounts that I had originally funded my account.I replied on the same day with confirmation of the refund in the expected amount, and the transaction amounts. I once again specified that my complaint was regarding the unauthorized withdrawal, and referenced the screenshot.Response [7/15]I received a response from a different employee who asked for a screenshot of the issue Im encountering.I responded within the hour of receipt and asked for clarification of what details were needed as my complaint already included a screenshot from my banking account including the date, details, and amount of the unauthorized withdrawal.I have received no further correspondence.I would like to give GL the opportunity to act in good faith and demonstrate good business practices. However, should the desired resolution not be reached, I will exercise my rights under the *** Act and dispute the *** transaction with my banking institution.

  

  Business Response

  Date: 07/18/2023

  Greenlight has investigated the concerns presented by ****************** and it is our hope to provide clarity and answer any questions that *** remain. On 7/1/23 at 2:31 PM, ****************** closed her Greenlight account via an in-app cancellation request. ****************** however, had the 'First of the Month' auto-funding feature enabled and set up to automatically debit $20 from their preferred Funding Account on the first of each month. Our system processed the auto-funding transaction at 4:46 AM on 7/1/23 prior to ****************** closing her account. Due to the auto-funding being pulled from Ms. ******** ACH on file, the load was not settled on the same day. Since ACH transactions can take up to 3-5 business days to settle and post to a customer's account, we provide an instant funding solution that makes ACH loads instantly available in an effort to better serve our customers. ****************** had instant funding enabled on their account. This ACH processing window that banks follow is the reason for the $20 debit not posting to the bank statement until 7/3/23. 
  
  On 7/1/23 when the $20 load was instantly advanced to ****************** Greenlight account, it brought the parent wallet balance to $63.23, which was included in the refund of the total remaining account balance of $576.22 that was processed on 7/10/23. Once the parent wallet balance was at $63.23 on 7/1/23, the child's allowances and parent-paid interest payments were made, bringing the parent wallet balance to $47.12. Once the remaining funds on the child's account, totaling $529.10 were moved back to the parent wallet, giving us the remaining account balance of $576.22, we initiated the customer's refund. We have included a copy of the transaction history of the parent wallet (see attached dated 6/1/23 through today 7/17/23) to help clarify the transaction activity on the account. Should you have any questions, please dont hesitate to contact us and ask for a member of our management team. We will notate the account in order to help guide our staff to direct you to a more senior member of our team.

  Customer Answer

  Date: 07/19/2023

   
  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.
  

  Providing the account transactions was very appreciated.  Perhaps training might be necessary for customer service so that this kind of resolution can be attained via email, instead of in a public manner.  Regardless, thank you for your time to help resolve my complaint.
  
  Kindly,
  *************************