ComplaintsforCleo

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up and was approved for $50. I paid for the monthly membership ($5.99) and paid the express fee ($6.99) to have the advance arrive in minutes. When I finalized, it said it would take 24 hours to receive the advance, despite my paying the $6.99 fee to have it in minutes. Here we are two months later and I have not received the advance, however, Cleo is saying I am past due. HOW?!? I keep trying to reach someone but I keep getting a generic reply from Mer, Sol and ****** that it is being investigated. Also, when i asked Cleo to refund the membership fee ($5.99) they responded that I would not be refunded. I only received a refund when I contacted my bank. I no longer want the advance - I just want them to fix the app saying I owe/am past due so that I can cancel the account. I dont know what to do since I cant get any real help.

  Business response

  09/30/2024

  Dear ******,

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

  In your complaint, you stated that you did not receive a $50 cash advance that you requested with express disbursement. You further stated that Cleo did not refund your subscription charge as requested,and that you are dissatisfied with the quality of customer service provided.
  

  According to our records, you subscribed to Cleo Plus for $5.99 on June 11, 2024, and requested a $50 cash advance later that day. On June 12, 2024, **************** received an inquiry from an individual under a different name and email address, that is not associated with your account, stating that they were unable to locate funds requested on your account. Because this individual was claiming to control your account, it was temporarily frozen for security per Cleos Terms and Conditions.
  

  To lift the freeze on your account, on June 13, 2024, **************** requested identity verification documents from the individual who contacted us, though we did not receive the requested information.Many times thereafter, we requested the identity verification documents to proceed with investigating your account, but again did not receive the documentation despite having followed up numerous ********* finally provided the requested documentation on August 29, 2024.
  

  On September 25, 2024, **************** lifted the fraud freeze on your account and ensured that the cash advance was canceled. On the same day, we also provided you with a goodwill refund for your subscription payment due to the inconvenience.
  

  Please note that you will not be charged for repayment of the cash advance or the express fee since the advance did not successfully disburse. Please also note that because your Plus subscription was canceled, you will not be charged further.
  

  We apologize for the inconvenience. Should you need further assistance, please contact **************** at ************************************
  

  Sincerely,
  

  Compliance Department 

  Customer response

  10/02/2024

  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

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I downloaded the app and was approved for a 100 dollar advance. Every time I tried to access it, I get an error message stating "Something went wrong". I have emailed and attempted multiple chats and keep getting looped by the bot, even after requesting a human. I was charged a subscription fee also and haven't been able to use this application. I want a refund

  Business response

  09/25/2024

  Dear *****,
  

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

  In your complaint, you stated that you received error messages when attempting to request a cash advance. You further stated that you were unable to use the Cleo app or reach ***************** and are requesting a refund for your subscription charge.
  

  According to our records, you subscribed to Cleo Plus for $5.99 on September 13, 2024, and contacted **************** later that day for assistance with requesting a cash advance, noting the error message that you had received in the Cleo app. On September 14, 2024, **************** responded to your inquiry and suggested that you try to request a cash advance again. After you requested a refund for your Plus subscription charge, **************** canceled your subscription and refunded the charge.
  

  Should you need further assistance, please contact **************** at *****************************************************************.

  Sincerely,
  

  Compliance Department 

  Customer response

  09/26/2024

  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

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today the Cleo platform debited my account for $5.99. I was notified of this charge via my bank. I contacted Cleo and informed them that I had canceled their service months ago and deleted the app and asked them for a refund. They declined claiming that I never canceled the service and an agent said that she canceled the service for me today. I persisted that I had canceled several months ago and again they refused to refund the money. They asked for a cancellation email. I replied that I no longer had such an email as I regularly deleted old emails and this was months ago, but they should have the email on file.I also mentioned that Cleo could note my last interaction with the app was several months ago.

  Business response

  09/23/2024

  Dear *****,
  

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

  In your complaint, you stated that Cleo did not refund you for a charge that was incurred after you had canceled your subscription. You further stated that you were unable to provide Cleo with a copy of the email you received upon cancellation.
  

  According to our records, you subscribed to Cleo Plus for $5.99 on May 19, 2023. On September 11th,2024, you contacted **************** to request a refund for the subscription fee charged on the same date, noting that you had already canceled your subscription.
  

  That same day, **************** informed you that this was the first attempt to unsubscribe from your Plus subscription that we have on record. We canceled your subscription for you so you would not be charged further. **************** also indicated that you were ineligible for a refund, as your subscription started in May 2023 and the grace ****** had passed. This is in accordance with the refund policy in Cleos Terms and Conditions.
  

  Upon review, we can confirm that we have no record of any request from you to cancel your Plus subscription before September 11th, 2024. If you have a record of any previous attempts to cancel,please share that with us and we would be happy to review.
  

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

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to cancel this secure credit card since I got it. It wasn't what i thought it was and now it's been 8 months of emails to this company to cancel my secure card. I had to file a complaint with my bank because they are keeping my account and deposit after I have repeatedly submitted cancelation requests. They are doing fraudulent and unethical practices and I have tried everything to get this resolved with ni prevail.

  Customer response

  09/13/2024

  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

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this app promised some benefits to my credit if i gave them a security deposit but then they decided to keep my money and blame me for being a fraud thereby witholding my money indefinately

  Business response

  09/17/2024

  Dear ******,
  

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

  In your complaint, you stated that Cleo withheld your security deposit from you as a result of fraudulent activity.
  

  According to our records, you subscribed to Cleo Builder on February 20, 2024, and applied for a Credit Builder Card on March 1, 2024. The Credit Builder Card is a secured charge card designed to help users build their credit. Application to the Credit Builder Card is completely voluntary. Upon approval, you added $10 to your security deposit.
  

  In the following weeks, you requested and repaid multiple $40 cash advances, which you had received on March 1, 2024, and March 15, 2024. On March 26, 2024, and April 3, 2024, you disputed these transactions with your bank, along with a $14.99 Builder subscription payment from March 23, 2024,and express fee payments that were charged on March 15, 2024 and March 26, 2024. These disputes triggered a fraud block on your account, which **************** lifted on September 3, 2024, after you reached out for assistance.
  

  Our records further indicate that on September 3, 2024, you received a Direct Deposit of $1,816 to your Credit Builder Card security deposit, increasing the balance to $1,817.11. Over the next few days, you spent $914.60 using your Credit Builder Card. On September 4, 2024, you closed your account which initiated the return of the $902.51 remaining balance in your security deposit. You then deleted your Cleo account later that day.
  

  On September 5, 2024, you contacted **************** to inquire about the status of the return of funds, and that same day, **************** informed you that it may take up to 7 working days for the transaction to complete. The funds were successfully returned to you later that day.
  

  Should you need further assistance, please contact **************** at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have tried to get information from them regarding a claim on my account but I can not get a straight answer from them about alleged suspicious activity

  Business response

  09/08/2024

  Dear ******,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated August 27, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  
  In your complaint, you stated that your Cleo account was flagged for suspicious activity but that youve been unable to get any contextual information on the situation beyond this notification, and that the subsequent block has resulted in your inability to use your account. 
  
  According to our records, you requested and received an $80.00 Cash Advance with an associated $7.99 Express Payout fee on July 28, 2024. On July 29, 2024, you repaid this Cash Advance. You then disputed this Cash Advance repayment with your bank on August 23, 2024,  which resulted in your account being blocked. On August 24, 2024, you contacted **************** and requested assistance with resolving the block and context on what the block was for. Your ticket was escalated to the Fraud Investigation team for further handling on the same date. 
  
  On August 27, 2024, our Fraud Investigation team informed you that your Cleo account was blocked due to your dispute over the Cash Advance repayment with your bank. Our team also noted that you manually repaid the Cash Advance after the dispute was processed, and the block on your account was subsequently cleared. You acknowledged this as a mistake on your end and thanked **************** for clearing the block.  
  
  Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  
  Compliance Department
  
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out an advance on the app. I paid the advance back on time, it came out of my bank on the day it was supposed to. It took several days for it to show it had been paid on the app. It said it was 4 days late and it was not. I now cannot get another advance because of this. It is very unfair. This is the apps fault and no fault of my own, and I should not be punished for it.

  Business response

  08/30/2024

  Dear *****,
  

  Cleo is in receipt of your complaint, referred to us by the Better Business Bureau dated August 23, 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 received and repaid a cash advance, but that it took multiple days for repayment to process. You further stated that the prolonged processing time caused your repayment to appear late and prevented you from receiving another advance.
  

  According to our records, on July 18, 2024, you requested and received a $40 cash advance. On August 16, 2024, you initiated advance repayment as an ACH transaction from your connected bank account.The transaction was completed on August 20, 2024.
  

  Please note that cash advances are subject to eligibility requirements and are not guaranteed per Cleos Terms and Conditions. You may become eligible again, and we recommend checking the app for any changes. Should you need further assistance with the cash advance feature, please contact **************** at ************************************
  

  Sincerely,
  

  Compliance Department 

  Customer response

  09/03/2024

  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:

  [Your Answer Here]

   Their mishandling of repaying my advance has caused me not to be eligible for another one and I don't accept this. It is not fair that I cannot get an advance for something that is not my fault.

   

   

   

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

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

  Business response

  09/13/2024

  Dear *****,
  

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

  In your response, you expressed your dissatisfaction with not being eligible for another cash advance.
  

  As stated in our previous response, on August 16, 2024, you initiated repayment of the $40 advance you received on July 18, 2024, as an ACH transaction from your connected bank account. As advised by the Cleo chatbot on August 19, 2024, it can take multiple days for repayment to process using the payment method you selected, which is standard timing for any ACH transaction. Remaining within the timeframe provided, the transaction was completed on August 20, 2024.
  

  Please note that cash advances are subject to eligibility requirements and are not guaranteed per Cleos Terms and Conditions. You may become eligible again, and we recommend checking the app for any changes.
  

  Sincerely,
  

  Compliance Department 

  Customer response

  09/20/2024

  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:

  [Your Answer Here]

   

   Even thoug I paid my advance on time, it still said my advance was late and that's what caused me to not be eligible for another one. This is unfair and I do not accept your response. Your company needs to do better.

   

   

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

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly asked these people to refrain from contacting me, but to no avail. I have been dealing with this for several months. They keep asking me to link my bank account. If I wanted to link my account I would have done it by now. Dont know why they havent figured this out.

  Business response

  09/05/2024

  Dear ***********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated August 22, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  
  In your complaint, you claimed that you have received emails from Cleo to link your bank information to finish setting up your Cleo account, but you are no longer interested in doing so.
  According to our records, you created your Cleo account on July 9, 2024. On July 24, 2024, you contacted **************** for assistance because you could not successfully link your bank information to your Cleo account, and an agent responded and requested additional information to investigate. You did not respond to this request. **************** reached out to you a final time on August 2, 2024, to request this information, and upon not receiving a response, the ticket was closed. 
    
  As of September 3, 2024, your account has been deleted and your email removed from our mailing list. You should not receive any additional communication from Cleo. Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approved for a cash advance on August 2nd. I never received the money. I've been trying to find out what happened since August 3rd. I've been ignored and given the run around. Cleo app shows that I am 5 days late on my repayment. I want to close my account so I'm not charged the ***** monthly service fee. I can not close my account because it says I haven't repaid the advance I never got. Cleo will not address my issue. They won't respond to any messages. In the meantime I'm paying for a subscription I don't use!

  Business response

  08/29/2024

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated August 21, 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 requested a cash advance but did not receive it, and were unable to resolve the issue after reaching out to ***************** You further stated that, despite not receiving the advance, the app indicated that repayment of the advance was due and you were unable to close your account as a result.
  

  According to our records, you requested a $110 cash advance on August 2, 2024. On August 3, 2024, you contacted **************** and stated that you were unable to locate the disbursed funds, and an agent responded and escalated your ticket for further assistance.
  

  On August 11, 2024, **************** followed up with you and explained that you would not be charged for repayment of the $110 cash advance. On August 22, 2024, **************** informed you that the $110 advance was not successfully disbursed and ensured it was canceled. Additionally,**************** provided you with a goodwill refund for your two most recent subscription payments due to the inconvenience and advised you to re-attempt the cash advance request. Later that day, you requested and successfully received a $135 cash advance.
  

  We apologize for the inconvenience. Should you need further assistance, please contact **************** at ************************************
  Sincerely,
  Compliance Department 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/7/24 I paid back a cash advance of $250 (plus fees) that I had accepted and on 8/8/24 accepted another $250 cash advance through the Cleo app. The advance was still processing and was never deposited within the 24 hour period that it said it would take to arrive. I emailed the business several times, tried contacting support through the chat feature, and left messages at the companys headquarters over the next 8 days with no response at all. I cancelled my subscription through the app, but was informed that I still have to pay back the $250 advance that I accepted - and NEVER RECEIVED - on Friday, August 23rd, 2024. I now have to contact my bank and file a Stop Payment claim against Cleo, as I am unable to contact support and receive a response and cannot remove my debit card from the app. I was also charged the monthly subscription fee during the past week that the advance never arrived and am still receiving notifications, so the app is obviously functional. This is a scam app and has caused me a great inconvenience and has been an extreme source of stress to me over the past week and a half as I persistently tried to contact support through any avenue and received no support or response that was not AI generated at all. I would like the company to contact me and confirm that I will not continue to be charged for money I never received and I would like to warn others against using this app and ending up having to deal with what I have had to deal with.

  Business response

  08/27/2024

  Dear *****,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated August 19, 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 requested a cash advance but did not receive it and were unable to reach ***************** You further stated that you were charged for your subscription fee despite not receiving the advance, and were unable to remove your payment information from the app.
  

  According to our records, you requested and received a $250 cash advance on July 25, 2024. You repaid this advance on August 8, 2024, and later that day, you requested another $250 advance. On August ******, you contacted **************** and stated that you were unable to locate the disbursed funds,and an agent responded and escalated your ticket for further assistance.
  

  While **************** investigated the matter, on August 12, 2024, you paid the $14.99 monthly subscription fee for Cleo Builder and subsequently canceled your subscription on August 17, 2024. On August 19, 2024, **************** followed up with you and confirmed that the $250 advance was not successfully disbursed and ensured it was canceled. Additionally, **************** provided you with a goodwill refund for your most recent subscription payment due to the inconvenience and advised you to re-attempt the cash advance request. On August 22, 2024, you resumed your Builder subscription and requested and successfully received a $100 cash advance. This advance is scheduled to be repaid on September 6, 2024.
  

  Please note that you will not be charged for repayment of the $250 cash advance that was requested on August 8, 2024, as that advance was canceled on August 19, 2024. Should you have any additional questions please contact **************** 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. ↩