Complaints

This profile includes complaints for ADP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADP, Inc.

  1 ADP Blvd Roseland, NJ 07068-1728

  
• 

  ADP

  330 E Kilbourn Ave Milwaukee, WI 53202-3170

• 

  ADP

  1 Penn Plz Fl 23 New York, NY 10119-2399

• 

  ADP

  2 Huntington Quadrangle South O 1 Melville, NY 11747-4503

• 

  ADP, Inc.

  42400 Grand River Ave Ste 200 Novi, MI 48375-2573

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:02/22/2025

  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.

  Recently was Sent a Writ of Garnishment via ADP, and not only can I not access it, there is no formal way to contact the ********************* as their phone service is incredibly incompetent.I Demand an IMMEDIATE copy of my Garnishment, and if this results in a delay in my own court case I will be sure to include ADP in any court findings as a negligent party

  

  Business Response

  Date: 03/04/2025

  ADP, Inc. (ADP) thanks the Better Business Bureau (BBB) for bringing the above-referenced matter to our attention. The consumer's employer utilizes ADP to process the employer's wage garnishment orders.
   His complaint with the BBB is the first we have heard of his concerns.  He alleges ADP did not provide him a copy of his garnishment order.
  Upon processing the consumers wage garnishment order for his employer, ADP sent the consumer a notice of garnishment to the e-mail address provided by his employer. This notice included particulars of his wage garnishment order including the judgment creditors name and contact information. As well, after obtaining the wage garnishment order, the judgment creditor would have had to have mailed or hand delivered to the consumer a copy of the Application for the Writ, Notice of Garnishment and Exemptions, and Writ of Continuing Wage Garnishment and other documents, so the consumer should have had previous notice of his wage garnishment.
  ADP attempted to contact consumer multiple times at the phone number provided in his BBB complaint. On February 24, 2025, ADP e-mailed the consumer a copy of his garnishment order as we were not able to leave a voicemail.
  The consumer can contact the creditor directly to dispute the order should he wish, as we have previously provided via e-mail and are re-providing in this response for his convenience: Attorney ********* *****, Primus Law Express Recovery Services. ******************************************* ************* *********************************].
  Should the consumer have other questions about his garnishment order, he can contact ADP through multiple channels such as telephone at ************, Chat & BOT (accessible through **************************** and ADPs mobile solution app), so that we can assist. We again thank the Better Business Bureau (BBB) for bringing this matter to our attention and allowing us the opportunity to review and respond.

• Initial Complaint

  Date:02/20/2025

  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 November, we came back to ADP after a few quarters ran not in ADP, on november 16th, we sent all the paperwork to address a few amendments and were told everything will be on time for w-2's.When the w-2's where received they were all wrong, and we call then to ask what happened with the ammendment to the quarters to which they say they will redo. We did not receive any w-2's ammended by january 31st. As of February 20th they still have not even filed the ammendment per phone conversation with them. Payroll summaries for all two quarters were sent in full, along with filing reports. They have refused to actually use the paperwork and process the amendments by the amendment team. They do not provide a clear answer. We have requested several calls back from management and did not received one since november until today, after we have been asking for answers. Adp is contracted to do this job and is failing epically, with no regards for people livehoods or harm they cause to the small business community I am really sad companies like this can get away with it, with out even holding their team accountable to manage with payroll sumaries as any professional will do. I received a quote in writing for a life time price with ADP and has not been respected in a single one of my invoices

  

  Business Response

  Date: 02/28/2025

  In response to Complaint ID ******** filed by ************************** Home Services LLC:   ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Ms. ********** experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  We have confirmed that ***** on our Service team is working with Ms. ********* and will continue to work with Ms. ********* in an effort to resolve the matter amicably. ***** will work on getting information consolidated for payrolls that processed outside of ADP to add to the employee earnings. ***** emailed Ms. ********* so she has  a path to resolution should she need any further assistance as we move towards resolution of this matter.

• Initial Complaint

  Date:02/19/2025

  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 received my tax returns from ADP and noticed that one was coded in box 15 for Nevada and two were coded for **********. When I withdrew from my 401K, I was already living in ****** when I withdrew from my 401K. The checks were mailed out to my home address in ****** and were deposited at my bank in *******I called ADP to advise them of the mistake and was basically told that they're refusing to make the change and that I have to just take it as is. The representative further stated that I can tell my tax person and they can change it. I spoke with my tax person to verify that information and was told that is completely false and I suspected.

  

  Business Response

  Date: 03/14/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Mr. ********* ****** experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  
  On March 10, our senior associate ***** M reached Mr.********* ***** by phone to review his concerns and to explain how his address on file at the time of the transaction determined the state tax implications.
  
  The issue is resolved, and Mr. ***** has been provided with instructions on how to contact ADP 401(k) services so that he has a path to resolution should he need any further assistance.
  
  We thank the Better Business Bureau for providing the opportunity to address this matter for our client.
  

  Customer Answer

  Date: 03/14/2025

  
  Complaint: 22963700
  
  I am rejecting this response because:
  
  The issue WAS NOT resolved. ADP REFUSED to change the tax form from ********** to ******. The ACTUAL withdraw happened in ****** which is where I actually resided. Complete fraud on ADPs part. At no point was there even an attempt to fix the issue on ADPs part which they could very well have fixed the form. The call was a complete waste of time and was just a tactic to talk and make me agree with their fraud, which I completely disagreed with. 
  
  
  Regards,
  
  ********* *****

  

  Business Response

  Date: 03/21/2025

  We regret that Mr. ***** has rejected our response as well as the information shared in our prior call. On multiple reviews ADP has determined that Mr. ******* tax form accurately reflects the information that Mr. ***** provided to ADP when requesting the transaction.
  
  ADP prides itself on thorough quality assurance, and so ADP has reviewed each call Mr. ***** made to our Participant Service Center regarding this ************ recordings between June 24, 2024 and July 25, 2024 confirm Mr. ***** did not inform ADP that his address had changed prior to the July 5, 2024 transaction. Mr. ***** confirmed his California address as correct on multiple occasions and was advised of California state withholding multiple times prior to his transaction.
  
  On one July 2, 2024 call Mr. ***** informed the ADP associate that Mr. ***** would be moving on the future date of July 13th, and did not request a change to his California address on record in advance of the transaction. ADP processed the transaction on July 5, 2024 based on this reported California residency.
  
  Mr. ***** later personally updated his 401k address of record to his Nevada residence on July 22, 2024. Also on July 22, 2024 ADP assisted Mr. ***** with voiding his original check and reissuing a new copy to be delivered to his Nevada address.
  
  On the March 10, 2025 call with Mr. ****** ADP Senior ***** *. clarified that the tax implications of a transaction are based on the account owner's residential address as reported to ADP at the time of processing, which ******** had confirmed over multiple calls to be in **********. Senior ***** *.explained that Mr. ******* check being reissued and then mailed to a different state did not change the state tax implications of the original transaction,and so Mr. ******* 1099R accurately reflected the information that Mr. ***** had provided to ADP when requesting the transaction.
  
  We regret that Mr. ***** has experienced frustration in his tax filing, and we again thank the Better Business Bureau for providing the opportunity to address this matter for our client.

  Customer Answer

  Date: 03/22/2025

  
  Complaint: 22963700
  
  I am rejecting this response due to ADPs complete fraud and false information. ADP doesnt care about customers nor was any REAL HELP offered. Again, the form should have and could have been changed since I was residing in ****** which is where I requested the check to be mailed out to. ADP will continue to provide their false and fraudulent policies as their responses and I will keep rejecting it. 
  

  Their fraud needs to be exposed! Plain and simple. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:02/18/2025

  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.

  After work in 10-hour day. I had $119 on my card. I stopped at **** on ********* in ************* around 5:30ish p.m. on February 18th 2025. I put my card in it told me to take my card out, then it rebooted without giving me my money.. it took $110 out of my account. A lot of people told me why I was standing there for 20 minutes that it catch a lot of people. I read the reviews afterwards, it almost looks like they're scamming people. I don't know all about that. I'm not going to speculate. Speculate I just want what was taken from me. I took videos of the *** rebooting. **** has cameras. I never received the money out of that stupid ***. I am going to fully follow this through even to lawyers. I need this to be resolved. I don't know if it's Wawa. PNC or wisely. Everyone said the ownership is on wisely. They're talking about in 10 days. They're going to send me paper and I have till March 4th to send it back or is not going to be valid. I feel like they're trying to take advantage of me. Please help.

  

  Business Response

  Date: 02/25/2025

  Thank you for raising your concerns. Unfortunately, we were unable to speak to you directly by phone or leave a voice message regarding the details of your complaint. Our records indicate you called on February *******, to initiate a non-fraud ATM claim for one transaction totaling $********* the time of claim initiation, you were informed of the written confirmation requirements, and we requested you provide a signed Statement of Dispute form which was mailed to your address on file. However, as of the date of this response, we have not received your written confirmation of error. Our investigation began immediately after the transaction was reported.
  
  Upon receipt of your complaint, as a courtesy, your account was provisionally credited for $110.00 on February 21, 2025, while we continue to work closely with the merchant to reach a resolution. You have full use of the temporary funds during our investigation. If our research concludes,determining that no error occurred, the provisional credit will be reversed,and you will be notified of the credit reversal. Communication to notify you of this was mailed to your address on file. In terms of the concerns in your complaint regarding the dispute process, you are encouraged to review your Cardholder Agreement under the Right to Dispute Errors section. Should you have any further questions, please feel free to call our dispute department call center 24/7 at ************.We thank you for allowing us the opportunity to resolve this matter for you. 

• Initial Complaint

  Date:02/17/2025

  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 was using ADP for my company's payroll, services with them ended in May of 2024, I called today to find out why staff had not received their W2's and was informed that ADP would not be providing them with the w2s they would have to contact a CPA to get them. The ***resentative said the account was closed "without final", the *** was VERY rude and refused to let me speak to a supervisor.

  

  Business Response

  Date: 02/27/2025

  ADP prides itself on its customer ********************** and strives to provide its clients with exceptional service at every opportunity. We are sorry to hear that Not Forsaken LLCs experience was less than exceptional. We value our former clients and try to collaborate with them in good faith to provide the best possible resolution of any issues.
  In response to the BBB Complaint ID ******** on 02/18/25 our former client was looking for 2024 W2s. A Specialist immediately reached out to ******* ***** to discuss her concerns and left a voice message.
  02/19 we connected with ******* ***** and explained she requested to terminate ADP as 2Q24 no Finals/W2s.
  We advised her to provide the new payroll company with ADPs 1Q-2Q24 payroll records for them to input into their system.
  The new payroll company would produce 2024 W2s.
  She can log into ADPs payroll system and print/view all 2024 reports and offered to help gather 2024 reports.
  02/25 Made another attempt to ensure nothing else is needed. No response.
  If our former client reaches back out, we will assist.
  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter.

• Initial Complaint

  Date:02/14/2025

  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 signed up with this company December 2023. I was advised to use my *** for my sole proprietorship. Soon thereafter the *** assigned me a new EIN and they also changed my name. I immediately forwarded that EIN letter to the ***resentative working with. I was advised several times that the system would be updated to reflect the change and that my prior returns would be amended. I informed the *** that the *** refiled my form 940 under the new EIN. This is documented via email. Fast forward to 2024 they told me they filed all of my 2024 returns under the incorrect name and EIN and therefore they were rejected by the ***. Ive spoken to no less than 10 people. No one has assisted with fixing any of these issues. No one calls back. Called the *** and was informed they only received one filing for 2024! My other forms were never properly filed under my EIN after hours of being on the phone with ADP. Ive been told amendments were submitted 3x yet every time I call they say no amendments were actually submitted. Ive never experienced such terrible service with something as important as payroll. Do not use this company! I better not be charged by the *** for late filings that are all the fault of ADP. I regret switching from my previous payroll provider.

  

  Business Response

  Date: 02/21/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that ****** Mesidors experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  Upon receipt of Complaint ID ******** on February 18th,2025, *******, an ADP Client Retention Specialist was assigned to the case for ****** Mesidors account to provide a resolution. While researching the account to gather a better understanding of what transpired, ******* was able to connect with ****** from ****** ******* on February 19th and determined that an amendment was already in process, but that a W2 still needed to be reprinted.******* assisted the client with the reprint request and reviewed the amendment process with the client.  
  At this time, ******* and ****** are actively working on the resolution of this issue.  
  We thank the Better Business Bureau for the opportunity to follow up with the client on this matter.

  Customer Answer

  Date: 02/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/13/2025

  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.

  W-2 misfiled by ADP, providing wrong W-2 s to dozens of employees, including myself. Several instances of suddenly not taking retirement out, not ensuring matches met, for myself and other employees. We call, no answers given or explanations; I called the help line just as an employee effected, no one provided any answer. There have never been resolution windows provided, explanations to the issues, nor any way to get a hold of those who could answer questions. Issues on paychecks are persisting.

  

  Business Response

  Date: 02/24/2025

  We would need to partner with our ADP client to address this complaint. We are unable to assist without being able to identify which employer this is regarding.
  Two calls were placed to Mr. ****** One on 02/14 and the other on 02/17. Voice mails were left both time with the direct dial phone number of an ADP leader. We did not receive a call back. 

• Initial Complaint

  Date:02/11/2025

  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.

  ADP withdrew funds from our bank account to pay the tax due. ADP failed to correctly file the payroll tax returns AND have failed to correctly deposit the tax funds withheld from out bank account. According to the *****************************, as of today 02/11/25 the following payroll tax returns have not been filed nor have the payroll tax funds withdrawn from our account been deposited with the *****************************. Indiana payroll tax returns and tax periods Tax form WH-1 for tax period 12/31/22 Tax form WH-1 for tax period 12/31/23

  

  Business Response

  Date: 02/19/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Kenzies experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  
  On 02/12/2025, ADP specialist ****** F connected with ******* ****** to review her concerns. ****** F will continue to work directly with ******* ****** to oversee the resolution of all open issues.
  
  According to the *****************************, as of 02/11/25, the payroll tax returns for Q4 2022 & Q4 2023 have not been filed nor have the payroll tax funds withdrawn from the clients account been deposited with the ******************************
  
  A case has been opened and escalated to track the progress of the resolution. ****** F has obtained a copy of this agency notice and has taken the necessary steps to resolve the issue,directly with the *****************************. ****** F has provided ******* ****** the Case number and the expectations in which this matter will be resolved.
  
  ******* ****** has been provided with instructions on how to contact ****** F directly so that she has a path to resolution should they need any further assistance as we move towards resolving of this matter.
  
  We thank the Better Business Bureau for providing us the opportunity to address/resolve this matter for our client.

  Customer Answer

  Date: 02/19/2025

  
  Complaint: 22927690
  
  I am rejecting this response because the issue is not yet resolved.  In addition to my initial complaint, I have received an additional letter from the ***** and another tax warrant in the mail since this complaint was initially filed.  While ADP's efforts are appreciated, I will not withdraw this complaint until the issue has been completely resolved.
  
  
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/28/2025

  ADP prides itself on its customer ********************** and strives to provide our clients with exceptional service at every opportunity. We were sorry to hear that Kenzies experience was less than stellar as we value our clients and try to work with them in good faith to provide the best possible resolution of any issues.
  On 02/12/2025, ADP specialist ****** F connected with ******* ****** to review her concerns. ****** F will continue to work directly with ******* ****** to oversee the resolution of all open issues.
  According to the *****************************, the payroll tax returns for Q4 2022 & Q4 2023 have not been filed nor have the payroll tax funds withdrawn from the clients account been deposited with the ******************************
  A case has been opened and escalated to track the progress of the resolution. ****** F has obtained a copy of this agency notice and submitted the necessary amendments to correct this matter. ADP is currently waiting for the ***************************** to acknowledge and accept these amendments. ****** F has reassured ******* ****** that ADP will not close the open case until there is confirmation that the amendments are completed. ****** F provided ******* ****** the Case number and the expectations in which this matter will be resolved.
  ******* ****** has been provided with direct access to contact ****** F should they need any further assistance as we move towards resolving of this matter.
  We thank the Better Business Bureau for providing us the opportunity to address/resolve this matter for our client.

  Customer Answer

  Date: 02/28/2025

  
  Complaint: 22927690
  
  I am rejecting this response because:
  
  I have been told by ADP for months that this was being resolved.  Until the items are all resolved I have no intention of accepting the explanation.  I do appreciate the updates.  I am continually receiving notices from the ***** as well as Sheriff Warrants.   I will look forward to continued updates and getting this resolved.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/04/2025

  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 filed a complaint on 02/03/2025 due to money in the amount of ****** being withdrawn from my card, and I never received my money but it is showing where the money was taken off I have been dealing with the bank thats over the *** since December and no response and then I finally spoke with someone and they told me to contact my bank which is ADP wisely. I spoke with someone through ADP and provide them with the information and they filed a dispute for me. As I was getting ready to load money to my card, the person was unable to do so when I checked my card it shows that it was closed so I spoke with a representative and they told me to reach out to someone, but I received a phonecall from a gentleman and he mentioned that they would no longer be doing business with me because of multiple dispute. The reason why those disputes is because of orders I never received and I still dont have my orders. I feel like Im entitled to get my money back if I dont receive my product and with the dispute for my $900 that is still currently open I find it very strange after I request to get my money back after they removed it from my card they decide to close my account If this is not resolved, and I dont get my money back, Im getting ready to contact a lawyer

  

  Business Response

  Date: 02/12/2025

  Thank you for raising your concerns. Per our conversation on February 10, 2025, our records indicate you called on February 3, 2025, to initiate three non-fraud ATM claims (#************C, #************C, and #************C) for one transaction each, totaling $400.00, $400.00,and$100.00, respectively. To assist us in resolving your claims, at the time of claim initiation, you were informed of the written confirmation requirements,and we requested you provide signed Statement of Dispute forms which were mailed to your address on file; however, we have not received any to-date. Our investigation began immediately after the transactions were reported.
  
  Upon receipt of your complaint, we made a business decision to close your account on February 4, 2025. As part of the account closure process, a check for the remaining account balance of $0.57 was processed that same day. You are requested to reference your agreement for this ************** we will no longer be able to service your account, if you have arranged to have direct deposits made to the Prepaid Card account, please make sure you make any needed changes to avoid delays. Please note that you will not be able to re-enroll for a Wisely Card. As a courtesy, your account was provisionally credited for the dispute claim totals plus associated fees on February 7, 2025,and February 10, 2025, while we continue to work closely with the merchant to reach a resolution. Due to the account closure, an expedited check for $909.00 was processed on February 10, 2025, and will be sent to your address on file.We thank you for allowing us the opportunity to resolve this matter for you. 
  

• Initial Complaint

  Date:02/03/2025

  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.

  I have money in my savings account on the Mr ********************** app and it won't let me get into the app to switch that money over to my checking part of it My spending account I have no access to get to my money whatsoever $300 and 22 cents this happened a week ago today that would be January 25th 2025 they keep telling me to send in information about my identity so I've done that twice now and they keep telling me call back two more days two more days two more days over and over again

  

  Business Response

  Date: 02/13/2025

  Thank you for raising your concerns. Our records indicate that you contacted member services on January 27, 2025, requesting to update certain contact information on file. The agent proceeded to request that you submit your identity verification documentation for review, advising you of the 2 business-day review timeframe. This same day, we received your document submission, it was reviewed and considered incomplete on January 29, 2025, and you were informed to re-submit the documentation on January 31, 2025.
  Records indicate additional documents were provided on January 31, 2025, and February 1, 2025, and between January 31, 2025, and February ******, you followed up to check the documents review status. On February ******, we reviewed the documentation and approved it, so your contact information was updated.
  This same day, we received this complaint, so a specialist spoke with you, confirming that your contact information was updated. You were assisted with reinstating your online account and setting up a security code that verifies your identity. This same day, our records confirm you were able to successfully access your online account, and you made transfers from your savings envelope. We thank you for allowing us the opportunity to resolve this matter for you.