ComplaintsforCleo

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit builder card expired last month, and once I received the new card, the app crashes any time I try to activate it. They sent me any card and the same thing happened. I cant transfer the funds out of the credit builder account back to my linked bank account, and I cant use the funds because I cant activate the card. I have been chatting with customer service for a month now and they were of no help and the last interaction I had was a few days ago when a representative I had already talked to telling me to do the same thing they did last time, which didnt work, and I brought attention to it, and now they are ignoring me.

  Business response

  08/15/2024

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated August 1, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you obtained a new Credit Builder Card after your existing card was set to expire, but were unable to activate the new card due to an issue with the Cleo app. This prevented you from using your card. You further stated that after being in touch with **************** for several weeks you had not reached a resolution and were dissatisfied with the quality of customer service provided.
  

  According to our records, on June 17, 2024, your Credit Builder Card was reissued in advance of your previous cards expiration. On July 11, 2024, you marked this card as damaged after encountering an error and reached out to **************** for assistance. That same day, a **************** representative indicated that marking your card as damaged had triggered the reissuance of a new Credit Builder Card that would arrive in the mail.
  

  On July 21, 2024, you followed up with **************** to explain that you were unable to activate your physical card. Later that day, **************** helped you troubleshoot the issue, and, after these attempts were unsuccessful, your ticket was escalated. On July 22, 2024, a supervisor from **************** followed up with you and activated the card on your behalf with your permission. Despite this,you expressed that you were still encountering issues with the card, and you were informed your issue would be escalated to our engineering team.
  

  Upon review, we can confirm that your attempt to activate your physical card was unsuccessful because that card was already marked damaged in the Cleo app. The Cleo team then proceeded to activate your most recently issued card, however you had not yet received it in the mail.
  

  On August 1, 2024, you closed your Credit Builder Card. That same day, a representative from **************** issued you a refund for your previous two Builder subscription payments as a gesture of goodwill for your inconvenience, and the funds from your security balance were successfully returned to you later that day.
  

  We apologize for the inconvenience. Should you need anything else, please reach out to us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed my Cleo account and I have emailed them over 100 times to get my Money that was remaining on my credit builder card and I cant talk to. Human at all its all ai chat I is to tell my Bank to block them because they try to take money out my account with out my permission

  Business response

  08/07/2024

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated July 29th, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you closed your Cleo account and that you contacted Cleo many times to retrieve funds from your Credit Builder Card following card closure. You further stated that you have not been able to reach a human representative, and that Cleo has attempted unauthorized charges on your account.

  According to our records, on March 28th, 2024, you generated a Credit Builder Card and added $5 to your security deposit. On April 5th, 2024, a transaction for $5 was completed, bringing your available balance to $0. There were no further transactions on your account, which you subsequently closed on June 27th, 2024. When you requested to close your card, your security deposit balance was $0,therefore, there were no funds to return to you.
  

  Our records further indicate that on July 20th, 2024, you messaged the Cleo chatbot in the app for assistance with transferring funds from your Credit Builder Card to your bank account, and were informed of how funds can be accessed once added to the security balance of your Credit Builder Card.Please note that we have no record of any attempts from you to contact *****************
  

  Additionally, we can confirm that on March 28th, 2024, you received a cash advance of $40. Following multiple failed attempts to repay this advance after your scheduled repayment date had passed, you repaid $20 of this advance on July 20th, 2024. As of July 30th, 2024, the remaining $20 has not yet been repaid. Please note that the cash advance feature is separate from the Credit Builder Card.
  

  Should you have further questions or need help with repaying your cash advance, please reach out to us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged multiple times on June 19 2024 and July 5th 2024 5.99 for monthly subscriptions. The company does not return emails and no other way to contact them. I have canceled subscriptions many times and have been charged over 5 other times after cancelling subscription. I would like my charges to be refunded immediately

  Business response

  07/23/2024

  Dear ****,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated July 8, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  
  In your complaint, you stated that you have been charged $5.99 multiple times on June 19, 2024, and July 5, 2024. You further stated that you canceled your subscription many times but were charged five times after canceling, and that **************** has been unresponsive and therefore you have not been able to resolve this issue.  
  
  According to our records, you initially signed up for Cleo Plus at $5.99 per month on January 5, 2024. You then requested Cash Advances until May 5, 2024. 
  
  Our records indicate that you attempted to cancel your subscription on July 6, 2024. We responded that your subscription would be canceled but your outstanding Cash Advance from May 5, 2024, would still need to be repaid. You then also opened a **************** ticket explaining that you were charged a $5.99 subscription fee twice, on  June 19, 2024 and July 5, 2024. We charged you on June 19, 2024 as previous attempts to take subscription payment had failed, and you were then charged your next monthly subscription payment on July 5, 2024 as this was your regularly scheduled monthly payment. **************** explained these charges to you. We have no record of further charges. **************** explained the aforementioned subscription payment timeline to you but you requested a refund for the past two months subscription fees. **************** then explained the refund terms and conditions to you and informed  you of your ineligibility given the timeline of your subscription and your outstanding Cash Advance. 
  
  Please note that you resumed your Cleo Plus subscription on July 18, 2024, and took a cash advance on July 19, 2024 and as such, your account will remain active until you manually cancel your subscription within the Cleo App or open a ticket with **************** to cancel.
  Should you need help with anything else, please contact us at ***********************************.
   
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have no access to my account at all. I HAVE SENT EMAIL AFTER EMAIL NO RESPONSE. MY DISABILITY THAT BELONGS TO ONE OF MY CHILDREN GOES TO THIS ACCOUNT U HAVE ALLOWED SOMEONE TO TAKE MY MONEY OUT FREEZE MY CARD AS WELL AS LOCK ME OUT OF MY ONLINE ACCOUNT WHAAT AM I SUPPOSED TO DO NO 1800 NUMBER NO RESPONSE BY EMAIL I W OULD LIKE ALL OF MY FUNDS REPLACED PLEASE .

  Business response

  07/17/2024

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated July 3rd, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you have no access to your Cleo account and have sent multiple emails to **************** in an attempt to regain access, but have not reached a resolution. You also stated your card was frozen, that someone was allowed to take your money, and that you would like the funds replaced.
  

  According to our records, on November 25th, 2023, you opened a Credit Builder Card and initiated the setup of the Direct Deposit feature. On January 4th, 2024, your income was successfully deposited for the first time. Over the next several months, you received a total of seven direct deposits that successfully posted to your Credit Builder Cards security deposit, with the latest one posting on July 3rd,2024. All funds posted prior to July 3rd, 2024 have been spent and are no longer available. The deposit from July 3rd, 2024 is the final remaining balance available from your security deposit funds.
  

  On May 12th, 2024, your Credit Builder Card was blocked for suspicious activity as a result of multiple inaccurate PIN entry attempts. After your card was blocked, you contacted **************** and were assisted with unblocking your account after providing ** verification.
  

  On May 14th, 2024, you reencountered the same block and **************** cleared it after verifying your identity.
  

  Over the following months, your card was frozen and unfrozen multiple times. This action can only be done by a customer using the app. Our records show that you reached out on June 26th, 2024 to indicate that you were concerned about fraudulent activity, but attempts to collect further information from you were unsuccessful as you did not respond to our requests. On July 4th, 2024, you opened a new ticket with a similar statement. This was escalated to our specialists and on July 10th, 2024, we again reached out to request additional information from you so that we can further investigate. As of July 16th, 2024, the card is currently frozen; however, once you provide both a photo of your ** and a
  picture of you holding the ** and a piece of paper indicating the current date to ***********************************,we will be able to verify your identity and assist you further.
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took out a payday loan with this company for $110 on April 12th, 2024. Every time I try to pay it back, I get an error. I've reached out to Cleo AI over email and social media, but they haven't responded since May 8th. I am afraid this will impact my credit and I simply want to pay them back. I need help getting them to respond, as they just send me automated emails about repayment of my loan.

  Business response

  06/25/2024

  Dear *************************,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated June 12th, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that on April 12th, 2024 you received a cash advance of $110 and encountered an error each time you attempted to repay. You further stated that you contacted Cleo for assistance multiple times but have not received a response since May 8th, 2024. You explained that during this time you also received email reminders to repay, and expressed concern that your credit score will be impacted due to the delayed repayment. 
  

  According to our records, on April 12th, 2024 you received a cash advance of $110, which you attempted to repay on April 16th, 2024, though payment was unsuccessful. On April 27th, 2024, you contacted **************** for assistance with the repayment, and your ticket was escalated. On May 8th, 2024, an account specialist informed you that payment failed due to insufficient funds and offered to extend your repayment date up to two weeks. You then sent a screenshot of the error indicating that payment was already in progress, suggesting that you had been impacted by a bug. Our team informed you that the issue had been raised with our team of developers and that your ticket would be sent to an inbox where you would receive updates when available, but would no longer be serviced by live chat. 
  

  Over the following weeks, you reached out to **************** requesting an update on the matter but did not receive a response as a result of the conversation no longer being live. During this time you also received automated payment reminders, however we can assure you that Cleo never reports cash advance activity to the credit bureaus, and late repayment of an advance will not impact your credit score. Our team reached out to you on June 12th, 2024 to communicate this information, noting that the issue was still being worked on.
  

  Subsequently, on June 25th, 2024, our team followed up with you to confirm that the issue has been fixed, and prompted you to attempt repayment. If you still are having trouble following this next repayment attempt, please follow up with us in the email thread with ****************. Note that because you successfully canceled your subscription, you will not be charged further. 
  

  We greatly apologize for the inconvenience and for the delay in responding to your inquiries. If you need help with anything else, please contact us at ***********************************. 
  

  Sincerely,
  

  Compliance Department

  Customer response

  06/26/2024

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using the Cleo app with no problems for the better part of three years. They have a feature to help save money and Ive been using this feature for over two years. They offer a set and forget option, a rounding up change option, and some other things that made it really easy to save up. Ive accrued a lot of money in my Cleo savings account over the years. Ive had no issues removing this money when Ive needed it in the past. Over the past year I saved up a little over a grand. They recently put an update through the app, with zero prior warning, which had me reset up my savings account. This new set up moved my grand into an account called my ********************** wallet and changed the savings account into a special feature that you have to pay for. The Cleo wallet was not easy to access or find, I had to search in the app for it. When I tried to remove my money, it gave me an error. I tried going to their customer service and the person that helped me said that my money would be transferred within 4 business days. A week has passed and I sent another message. I was told to delete and re-download the app and when I questioned that, I was handed off to someone else. I reexplained my issue only to be met with an automated message about getting a specialist which was peppered with emojis and followed by a gif. I have not received any other messages since and this was on the first of the month. I still do not have my money and I went to my bank today to see if there are any pending deposits. There are not. I do not know what to do.

  Business response

  06/17/2024

  Dear *********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated June 05, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  
  In your complaint, you stated that the application was updated with no prior warning and required reconfiguration to your savings by moving the funds to the new Cleo Wallet that you had to pay for. You explained that you received an error when trying to withdraw your funds and that **************** informed you that your funds would be transferred to your checking account within 4 business days. The time frame had lapsed and you reached out to **************** again with no resolve for your issue.  At the time of your complaint, you had not received any further messages in regards to your missing funds.
  
  In January 2024, Cleo introduced a new subscription tier, Cleo Grow. This subscription allows users access to a high yield savings as well as other features. Non-interest bearing savings remains a feature of the free Cleo application. However, Cleo now offers users with existing savings the opportunity to move their funds to our new wallet, either with or without the features of Cleo Grow. This transition is completely optional and requires agreement from the user. You opted in to move your funds to the new wallet; but you were not required nor have you signed up for the Cleo Grow subscription. Our records indicate that you contacted **************** on May 26, 2024, at which time, you asked for assistance with accessing your Cleo Savings funds after moving them from the Cleo Wallet to the new Savings wallet. At this time, you were informed by **************** that your funds totalling $1108.48 had been transferred back to your checking account and that the transfer could take up to 4 business days to complete.
  
  On May 31, 2024, you reached out again and indicated that you had not yet received your withdrawal. At this time, your ticket was escalated to a specialist for investigation. On June 6, 2024, a specialist informed you that the initial transfer was inadvertently sent to the Cleo Wallet instead of your linked checking account. You were further informed that the  transaction had been remediated and the total amount of $1108.48 was transferred to your linked checking account. Our records indicate that your withdrawal was successfully completed on June 7, 2024. You acknowledged receipt of this confirmation in chat with ****************, expressed thanks, and we consider this complaint resolved.
  We sincerely apologize for the inconvenience. Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/1/2024 I purchased Cleo plus to be able to use the cash advance I was approved for up to 70$ but whenever I try to go through with the process the app refuses to review my details. It displays the words something is wrong. Please try again *** tried multiple times and the issue wont go away. I put a request in with customer service and they said it would take up to 5 business days to hear something back but I needed the money that day.

  Business response

  06/14/2024

  Dear *******************************,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated June 3rd, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that on June 1st, 2024 you subscribed to Cleo Plus in order to use the cash advance feature, and that you were eligible for an advance up to $70.00 but had difficulty receiving it through the Cleo app. You further stated you attempted to receive an advance multiple times, reached out to **************** for assistance with the issue, and were informed that it would take up to 5 business days for a reply, though you needed the funds that day.
  

  According to our records, on June 1st, 2024, you subscribed to Cleo Plus, and later that day you reached out to **************** for assistance regarding an issue when attempting to receive a cash advance.That same day, your inquiry was escalated to an account specialist, and you were informed that it would take up to 5 business days to investigate and receive a response. On June 6th, 2024, the account specialist reached out to you and indicated that the cash advance couldnt be disbursed because your payment information was linked to another account, which you recently deleted. You were also informed that a fix for the issue had been deployed, and were prompted to re-enter your payment information.
  

  Upon review, we can confirm that on June 7th, 2024, you successfully received a cash advance of $60.00,and on June 8th, 2024, one of our **************** representatives followed up with you to confirm that the issue was fully resolved.
  

  We apologize for the inconvenience. If you need help with anything else, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt nor account with **********************/WEBBANK. I do not have a contract with CLEO/WEBBANK they did not provide me with the original contract as I requested.

  Business response

  06/11/2024

  Dear *********************************,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 28th, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you are not liable for any debt or account with ********************** or our partner,WebBank. You further stated that you do not have a contract with Cleo or WebBank, and that you were not provided with the original contract after you had requested it.
  

  According to our records, you created an account June 7th, 2022 and started a Cleo Plus subscription on June 8th, 2022. On August 21st, 2022, you upgraded to a Cleo Builder subscription and subsequently applied for and were approved for a Credit Builder Card. At this time, you agreed to our E-Sign Agreement and electronically signed our Cardholder Agreement, which can be located on our website.
  

  Our records also indicate that during this period, you used the payment methods connected to your account to repay the six cash advances you received as well as your subscription fees. On October 21st,2022, you repaid your final cash advance and subscription fee, and on November 21st, 2022, you closed your Credit Builder Card and canceled your Cleo Builder subscription. Note that upon card closure, there was no outstanding balance.
  

  On May 16th, 2024, you contacted **************** to dispute ownership of the Cleo account. Your claim was then thoroughly investigated, and on May 28th, 2024 one of our fraud specialists informed you that based on the available information, we were unable to identify any inaccuracies in the information reported to the Credit Bureaus.
  

  Upon receipt of your complaint, an additional investigation into this account was conducted. As of June 5th, 2024, we cannot identify any evidence that your account was fraudulently opened, nor have we found any inaccuracies in the data reported to the Credit Bureaus. We also do not have any record of you contacting Cleo to request a copy of any contract.
  

  Should you need help with anything else, please contact us at ***********************************.

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I am requesting a refund of the 'monthly' fee for using this app as I have cancelled the app and closed my accounts within 7 days of opening. I am requesting this one time refund as I will no longer have association with CLEO *** or their monthly services.

  Business response

  05/24/2024

  Dear *********************,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 16th, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you are requesting a one-time refund for your Cleo Plus subscription payment and that you have closed your account within 7 days of opening.
  

  According to our records, on May 10th you signed up for Cleo Plus and shortly thereafter requested a cash advance. You then canceled your subscription on May 15th.
  

  As stated in our terms and conditions, even if an account is closed within 7 days of opening, Cleo subscribers are not eligible for a subscription refund if they have requested a cash advance. Note that because you have canceled your subscription, you will not be charged further.
  

  Should you need help with anything else, please contact us at ***********************************.

  Sincerely,
  

  Compliance Department 

  Customer response

  05/30/2024

  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 it is predatory. You do not make this clear when taking the first advance. You are being predatory charging immediately and saying in the charge that you can cancel in 7 days but do not say you cannot take an advance and pay it back within those 7 and not get a refund. That is predatory prompts in your app. 
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  06/10/2024

  Dear *********************,

  Cleo is in receipt of your response to our reply, referred to us by the Better Business Bureau dated May 31st, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your response, you stated that Cleo has not addressed your concerns, as it was unclear that requesting a cash advance makes users ineligible for a subscription refund.
  

  We greatly apologize for the confusion. As a gesture of goodwill, we have successfully refunded you for your subscription charge.
  

  Should you need help with anything else, please contact us at ***********************************.

  Sincerely,
  

  Compliance Department 

  Customer response

  08/11/2024

  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

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In march 2024i had my SSI transferred to Cleo, as I was under the impression it was a regular checking account. It was big and I spent a total Of $500 in fees trying to MoneyGram myself my ssi just to pay my rent! So I switched the bank to chime and closed the Cleo builder card. But social security didnt see the change in time and swnf my ssi to The closed account. It started pending on April 28th and i was initially told that I had to wait j til it was done pending and they would simply kick it out to my connected Chime account. I was told it would be done pending Friday, May 3rd. Friday rolled around and there was no update. I have called every online number I could find, I have sent countless emails and I get a different person each time and they all Say the same thing this happened because it was deposited I go a closed account. I KNOW this!! I want my money.. on Friday at 7pm I was finally Told I had to wait until Monday. And today, Monday, I am ignored ALL day and then told I will have to wait until tomorrow I am just at the end of my rope with all of this. I have no food in my fridge, my bills all now have late fees and I still have no idea when Ill get my paycheck Im going to be homeless if it goes much longer as my rent is now a week late I wouldnt recommend Anyone use Cleo! Horrible customer Service and no one will call you or make it possible to talk to anyone and no one will tell you when you will have your money

  Business response

  05/21/2024

  Dear ***********************,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 7, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you were unable to recover Social Security Income sent through Direct Deposit because of an issue with a pending closure of your Credit Builder Card. You further explained that you had contacted our Customer Support team about this issue but were unable to resolve the matter in a timely fashion.
  

  We have escalated this issue internally and can confirm that on April 25th, card closure was initiated due to nonpayment of your subscription fee for 90 days; however, due to pending transaction disputes on your Credit Builder Card, the closure process had been prolonged, which in turn had blocked the addition of your direct deposited funds to your security deposit.
  

  We have since resolved the issue and can confirm that as of May 16th you have regained access to the deposited funds. We greatly apologize for the inconvenience and have added an additional $250 to your Credit Builder Card.
  

  If there is anything else you need help with, or if you wish to close your Credit Builder Card, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

*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. ↩