ComplaintsforBrigit

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ALWAYS CHECK MY BANK ACCOUNT AN THE LAST 2 DAYS I HAVE HAD 2 ACH DEDUCTIONS FROM MY BANK ACCOUNT, I NEVER SIGNED UP FOR THIS ACCOUNT NOR HAVE ANY AFFILIATION WITH THIS WEBSITE, THEY DO NOT ANSWER PHONE CALLS AND I HAVE SOMEWHAT EMAIL CONVERSATIONS WITH SOMEONE SUPPOSEDLY NAMED *****. THEY HAVE DONE NOTHING TO RESOLVE, IN FACT THEY TOOK MORE MONEY OUT TODAY AFTER I MADE A COMPLAINT TO THEM YESTERDAY. I WOULD LIKE MY MONEY BACK! IT SEEMS LIKE THEY DID NOT VERIFY ANY INFORMSATION BEFORE TAKING THIS MONEY OUT BECAUSE IF THEY DID THEY WOULD HAVE SEEN THAT IT DOESNT MATCH ME.

  Customer response

  07/18/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  An advance I requested for $95 was repaid to Brigit on 7/5/24. Usually my repayment is processed by the next day however this time there is some kind of issue. Today 7/11/24 5 business days later my advance is still marked as being repaid despite the funds immediately being taken out of my account on Friday 7/5 just as they usually are. Ive contacted their customer service multiple times, the ** bot **** doesnt understand any phrases, their email customer service takes forever to get back to you, and the live chat (when its available which is hardly ever) representatives are just as bad as the **. They send you huge copy and paste responses about Repayment takes 2-5 business days. We will email you when its processed! And end the chat while Im typing because they are uninterested in helping. They have stated there are no issues with their payment provider but since this is happening I would have to say otherwise. Ive been a subscriber since January 2023 and never had issues until now. Im highly disappointed and concerned as to why its taking an absurd and unreasonably long amount of time for my advance to be repaid. I uploaded photos of the advance still in repayment mode and of the brigit charge for ***** taken from my account on 7/5/24. Please somebody look into this and help me

  Customer response

  07/11/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They will keep charging you even if you downgrade your account to free. They refuse to refund me. I downgraded weeks ago and they charged my bank today and I only used them a couple of times. Complete scam! Apparently this is their forte! Watch your bank accounts people!

  Business response

  07/10/2024

  Brigit is in receipt of BBB complaint ID ******** filed by ************************* regarding their subscription fee. 
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit may ask consumers for additional information or evidence to support their claims. 
  
  In this instance, Brigit found that this user signed up for a ******************** subscription on April 30, 2024 and canceled their membership on June 8, 2024.  Brigit processed the cancellation immediately, and the user was responsible for their final fee on June 28, 2024. Brigit charges its subscription in arrears to cover the previous 30 days. This means that all fees charged between April 30, 2024 and June 28, 2024 are correct and not eligible for a refund. With this customers subscription now canceled, they will not be charged going forward. 
  
  Please be advised that all customers can cancel their subscriptions at any time in the Brigit app, through the web or by reaching out to our **************** team, who is available 7 days a week.
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at ************************ 
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year in August I signed up for a subscription that allowed instant cash which I did use a few times. The price was 8.99 a month. Im not entirely sure how many months it had been, but the app showed my bank information as being disconnected, thus not allowing me to utilize the service I was paying for. I have contacted them and they refuse to refund by trying to tell me I was still receiving all the other services (that are part of the FREE membership). The rep claimed they were not able to connect with my account for a good while, yet I was still being charged by services I havent used for a long time, but couldnt use even if I wanted to. They claim the *** allows them to charge me, even though they supposedly have my bank information disconnected from their service.

  Business response

  07/10/2024

  Brigit is in receipt of BBB complaint ID ******** filed by *************************** regarding their subscription fee. 
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit may ask consumers for additional information or evidence to support their claims. Please be advised that all customers can cancel their subscriptions at any time in the Brigit app, through the web or by reaching out to our **************** team, who is available 7 days a week.
  
  In this instance, Brigit found this user signed up for a ******************** subscription on August 28, 2023 and canceled on June 26, 2024 with a final fee due on June 25, 2024. The user took out a Cash Advance in December, 2023, which they were able to successfully repay. Brigits accounts indicate that the users bank account was connected to Brigit until June 26, 2024, which is the same date a ******** Care agent canceled their ******************** subscription.  Brigit charges its subscription in arrears to cover the previous 30 days. This means that all fees charged between August 28, 2023 and June 26, 2024 are correct and not eligible for a refund. With this customers subscription now canceled, they will not be charged going forward. 
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at ************************ 
  
  

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The business failed to mention that I was being charged for the service I didnt even have access to for some time. I have the charges on my bank statements. As far as I am aware, a company cannot charge for services not rendered. Considering the number of complaints regarding Brigit, I find it hard to believe they take any complaints seriously. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Brigit has still not explained how I can be charged for services I did not even receive, all the while claiming they did have access to my account. This defies logic. They can take money from an account they cant access? Unethical. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  07/24/2024

  Brigit has no further information to provide. Please see our original response:
  
  Brigit is in receipt of BBB complaint ID ******** filed by *************************** regarding their subscription fee. 
  
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit may ask consumers for additional information or evidence to support their claims. Please be advised that all customers can cancel their subscriptions at any time in the Brigit app, through the web or by reaching out to our **************** team, who is available 7 days a week.
  
  In this instance, Brigit found this user signed up for a ******************** subscription on August 28, 2023 and canceled on June 26, 2024 with a final fee due on June 25, 2024. The user took out a Cash Advance in December, 2023, which they were able to successfully repay. Brigits accounts indicate that the users bank account was connected to Brigit until June 26, 2024, which is the same date a ******** Care agent canceled their ******************** subscription.  Brigit charges its subscription in arrears to cover the previous 30 days. This means that all fees charged between August 28, 2023 and June 26, 2024 are correct and not eligible for a refund. With this customers subscription now canceled, they will not be charged going forward. 
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at ************************ 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is a fraudulent charge. Someone got both of my account numbers in one night and hit up 2 different websites for a cash advance using MY BANK INFO and their own info, one being your company. It should not be this easy to do!!!! I'm more than upset and would like this rectified immediately. Watch your accounts like a hawk people!

  Business response

  06/26/2024

  Brigit is in receipt of BBB complaint ID ******** filed by ***************************** regarding a fraudulent charge.
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit may ask consumers for additional information or evidence to support their claims. 
  
  Our ************* team spoke with this consumer on June 25th 2024. We requested the information necessary to find the Brigit account in question and we have since refunded the linked bank account and blocked access. We advised this user to make sure she is changing the online banking login information for her bank account to prevent this issue from recurring and we also suggest she contact her bank and report that her information was accessed without her authorization. 
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at hellobrigit.com/support. 
  

  Customer response

  06/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nature of the dispute revolves around my deceased sibling who had an account with this company. He passed away tragically and suddenly, and I have been left to navigate the difficult landscape of gathering information about his accounts so I can close them. For many reasons, this took several weeks to learn of his account with ********************** contacted Brigit to terminate his account and request a refund for the two months that Brigit charged his account after his death. I received repeated 'copy and paste-type' responses of 'company policy' that the account holder would have needed to contact them in order to discontinue service.I kept reiterating that he could not contact them because HE WAS DEAD. I had no access to anything. When I finally learned what auto-debits had been coming from his account, I started contacting companies to cancel and obtain refunds. Most companies expressed human decency in expressing condolences for my loss, and issuing a refund. Brigit refuses to issue a refund for two months of service. It is a small amount that would make no difference to their corporation. It is not right, especially considering their corporate mission, to refuse to make someone financially whole.

  Business response

  06/24/2024

  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit *** ask consumers for additional information or evidence to support their claims. 
  
  We would like to express our condolences for your loss, and we want to do everything we can to help ease this process. 
  
  Brigit has been in contact with the customers relative (who submitted this complaint) to resolve this matter. Brigit proactively closed the account in question. ******************** also submitted the requested refund directly to the customers relative on June *********. 
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this customers relative has additional questions or concerns they are *** contact Brigit directly
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had upgraded my subscription to my account on May6, 2024 and then canceled the upgraded subscription on May 11th. I was told that I had until May 23, 2024, according to the app to cancel and not be charged. On May 24, 2024, I was charge $14.99 for another month, which I didn't want because I felt I didn't need it anymore, which was a choice given to me from the app.I am being told that "terms of service" were accepted, but the terms are not what the app says. It said I had the right to cancel at any time and not be charged.

  Business response

  05/28/2024

  Brigit is in receipt of BBB complaint ID ******** filed by ************************* regarding their subscription fee.
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. 
  
  Brigit charges customers at the end of the billing period, aligned with the customers last paycheck of the month. When a customer cancels their subscription, the customer is charged for the current (and final) billing period. Because the charge is made near the end of the month, that charge typically falls on or after the cancellation date, on the date their subscription was originally due (here, 5/24/24). Brigit charges only for the periods in which the customer used ********************* services. 
  
  In this instance, this user signed up for a ******************** subscription on 5/6/24 and canceled on 5/11/24. At the time the customer signed up for a ******************** subscription, they were informed that their monthly billing date would be on or around the 24th of the month (when their final monthly paycheck is received). Even though they canceled in the middle of the month, they still used their Brigit services up until that point (from 5/6/24 - 5/11/24) and thus owed their May subscription fee for that period of use. This fee (their first, last, and only fee) was due on and billed on 5/24/24 as agreed at the time they subscribed. As such, the subscription fee was accurate.
  
  With this customers subscription now canceled, they will not be charged going forward. 
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at ************************ 
  
  

  Customer response

  05/30/2024

  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 and the matter has been resolved.
  

   

  I also got refunded my fee already. 

   

  Thanks! 

   

  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Brigit has been contacting me incessantly, so this is my official complaint to stop contact To Brigit *PLEASE READ IN FULL*;I have contacted my financial institution, as well as Consumer Finance.gov.If further contact and harassment continue, I will continue to take steps to protect myself.You have the option of sending me to collections.I will not tolerate any further contact.

  Business response

  05/23/2024

  Brigit is in receipt of BBB complaint ID ******** filed by ********************* regarding emails being sent to them regarding their past due balance.
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated.
  
  On 5/23/24, Brigit marked this users account so that they are not receiving messages regarding their past due balance.
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at hellobrigit.com/support.
  
  

  Customer response

  05/24/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid the subscription fee of 9.99 on May 2 and got a small advance of $50. I paid back the $50 on May 7, whether pending or not I submitted the payment on that date. When reviewing my account, I see there is no history of my May 2 payment of 9.99. I have sent this business screenshots of the history of payments and the debited amount of 9.99 on May 2 from my bank. I was told in the app that I would have to pay another fee of 9.99 on May 20. I asked the company how this is a monthly payment when I have been charged twice then. Im not sure how charging me another 9.99 would be considered a monthly payment when Ive already paid a monthly payment for the month of May. I received a generic response back saying that the payment cannot be waived, which is absolutely ridiculous. I did send a letter revoking permission to charge my account anymore and to delete my account. I am actually appalled at the amount of robotic responses that this company gives and that a monthly payment consist of making two monthly payments instead of one with NO account history of my subscription payment on May 2nd.

  Business response

  05/08/2024

  Brigit is in receipt of BBB complaint ID ******** filed by ************************* regarding a membership fee due in May and to delete their account. 
  
  Please be advised that Brigit takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes Brigit may ask consumers for additional information or evidence to support their claims. 
  
  In this instance, the user had a ******************** Plus plan subscription fee due on July 28th 2021 that they did not pay due to insufficient funds in their account. On May ********, the customer processed a manual make-up payment for this July 28th 2021 fee, which explains the $9.99 charge on May 2nd. 
  
  Since the May 2nd payment was a make-up payment for July 2021 and not the payment for May 2024, they still owe the May 2024 payment. This payment is due on May 20, 2024. However, during a May 8, 2024 conversation with the customer, ******************** Customer Support notified the customer that their May subscription fee will be waived as a courtesy. 
  
  The customer requested in the ******************** complaint that we cancel and delete their account. ******************** canceled the subscription upon receipt of this BBB complaint, so they will not be charged for any subscriptions moving forward. 
  
  However, Brigit cannot delete the account until the customers outstanding May 2, 2024 Instant Cash advance is repaid. This Instant Cash advance was scheduled for repayment on May 8, 2024, and payments typically take 2-5 business days to clear. Once this payment clears, Brigit will delete the users Brigit account.  
  
  Brigit trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact Brigit directly at ************************ 
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 30th, 2024, I contacted Brigits help team through email to inquire about deleting my account and also revoking automatic payment authorizations to my bank account. I received an email the same day stating ** **** ***** ***** ** ***** **** ****** ************ ** ************ *** **** ****** ******* **** ** ******* **** *** ****** ***** ****** ****** **** ******* **** ******* ** ***** ** *** **** ******* **** * *** **** *** *** *** *** ******** * ******* ** *** ****** *** **** *** **** ******* *** *** **** **** ***** *** **** ********* **** ********* ***** *** ******* ********** **** *** **** *** ******** **** *** *** *** ****** **** ******* ** **** ** ** ******* ****** *** ** **** ** *** **** ******** **** ** **** **** ****** * ******** ** **** ** *** *** ** * ****** ********** ***** *** ******************* ******* website and Terms and Conditions, I should be able to close my account regardless if there is an outstanding balance. Terms and conditions: You may cancel your Brigit Subscription regardless of whether you have an outstanding Instant Cash Advance and you can close your Credit Builder account at anytime with no cost. You must cancel before your subscription is charged in order to avoid billing for the subsequent month.They will not remove my bank account or close my account until I have repaid my advance which is not what these terms and conditions say.

  Business response

  05/08/2024

  ******************** is in receipt of BBB complaint ID ******** filed by ************ regarding a delete account request while an advance balance is outstanding.
  
  
  Please be advised that ******************** takes consumer complaints seriously and all complaints are thoroughly investigated. Sometimes ******************** may ask consumers for additional information or evidence to support their claims. 
  
  As communicated in email referenced by the customer in their complaint, the customers ******************** subscription plan was canceled (deactivated) on the date of their initial request, access to their bank account was revoked on the date of their initial request, and their underlying free ******************** Account will be deleted as soon as they repay their outstanding Instant Cash advance. 
  
  How ******************** works: 
  The ******************** mobile app is free to download and offers various features and financial tools (e.g. Earn and ***** ********* Helper) to customers without charge. Any time a customer downloads the app, creates a login, and connects their bank account through Plaid, they create a free ******************** account. This ******************** account exists regardless of whether the customer later enrolls in a paid ******************** subscription plan.
  
  Here, the customer created a free ******************** account on April *********.
  
  Enrolling in and Canceling a ******************** subscription plan:
  After creating a ******************** account, a customer may choose to enroll in a ******************** subscription plan to unlock additional financial tools and products (e.g. Instant Cash). A customer must actively go through an enrollment process, choose a subscription plan, and grant ******************** permission to charge their account for the subscription. 
  
  The customer may cancel (or deactivate) this ******************** subscription plan at any time regardless of whether they have an outstanding Instant Cash advance, as stated in the terms and conditions referenced by the customer. 
  
  Please note: canceling a ******************** subscription plan is not the same as deleting a ******************** account. The underlying ******************** account is still open and available for the customer to access the free services referenced above. The customer merely stops access to the paid features and products, and they stop the subscription charges for any billing periods following the billing period in which they canceled (they are still responsible for paying the subscription fees for the time they were enrolled in the ******************** subscription plan). 
  
  Here, the customer enrolled in a ******************** Plus plan on April 30th 2024, immediately **** an Instant Cash advance, and then immediately canceled their ******************** Plus subscription on the same day (April 30, 2024). As noted in the customers complaint, ******************** received the customers request, canceled (deactivated) their account upon request, and sent the customer a response on May ******** to confirm cancellation. 
  
  In other words, ******************** followed the terms and conditions by allowing the customer to cancel their ******************** Plus subscription at any time (here, the same day they subscribed) regardless of the fact that they had an outstanding Instance Cash advance.
  
  Its worth noting that because the customer took an advance, immediately canceled their subscription, and immediately revoked permission to draw funds from their bank account, ******************** never with**** any funds to pay for the subscription fee. The customer has not manually paid for the subscription to date despite the fact that they used the plans features and services. 
  
  Deleting a ******************** account:
  As outlined above, a customers underlying ******************** account exists regardless of whether they pay for a subscription plan or not. It also exists after they cancel a subscription unless they request for the entire account (not just the subscription) to be deleted. 
  
  The one exception is when a customer has an outstanding Instant Cash advance. The ******************** account must remain open (even if the ******************** subscription plan was canceled as it was with this customer) so that the customer has the ability to repay the advance through the connected bank account. Once the advance is repaid, the ******************** account can be deleted altogether. At no time does the customer have to pay to keep their ******************** account open.
  
  Here, the customer requested on April 30, 2024 to have their account deleted. Because the customer had an outstanding Instant Cash advance, ******************** could not delete the account, even though they canceled the customers ******************** subscription plan, until the Instant Cash advance was repaid. 
  
  The customers Instant Cash advance was originally scheduled for automatic repayment on May 23, 2024. However, because the customer revoked permission to automatically draw funds for repayment, ******************** cannot and will not charge her bank account. The customer must make a payment manually via the ******************** app. Payments typically take 2-5 business days to clear. After that time, the customers account can be deleted.
  
  In all, the customers ******************** subscription plan was canceled on the date of their initial request, access to their bank account was revoked on the date of their initial request, and her free ******************** Account will be deleted as soon as the outstanding Instant Cash advance is repaid. 
  
  ******************** trusts that the information provided is sufficient to close this complaint. If this user has additional questions or concerns they are invited to contact ******************** directly at hellobrigit.com/support. 
  
  

*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. ↩