ComplaintsforCleo

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created an account with Cleo on Monday, November 28th, 2022 with the understanding I would be getting a cash advance. I was denied the cash advance and when I canceled my subscription on Tuesday, November 29th, 2022, Cleo said to me "it looks like you opened up your account more than 7-dsys ago" as reasoning for me not getting my money back. I have bank statements and screenshots to prove all of this. Regardless of what is in the microprint terms and conditions I want my money back. If $14.99 was not a lot of money to me then I would not be asking for an advance of $100 or less. I am. a hard working father of 3 and am willing to stop here as long ss I get my refund. Best, *************************

  Business response

  12/20/2022

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

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated December 13th, 2022, relating to the Cleo Builder Subscription. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.

  
  In your complaint, you stated that you signed up to Cleo Builder in order to receive an advance, but upon discovering you were ineligible, decided to cancel. You further stated that despite canceling within 7 days, you were unable to receive a refund of the subscription fee.

  
  Our records indicate that on November 28th, 2022, you signed up to the Cleo Builder subscription and generated a Cleo Credit Builder Card. You requested a Salary Advance, but were denied due to an issue with your connected bank account. Following this, you unsubscribed and requested a refund of the subscription fee, but were deemed ineligible due to having generated a Credit Builder Card.

  
  We apologize for the confusion you encountered. As a courtesy, we have refunded the subscription fee back to the original payment method. Should you have further questions, please reach out to us at ***********************************. 

  
  Sincerely,
  Compliance Department

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charged: $5.99 Dec 11. 2022 No pervious charges.Never heard of the app, upon finding out a charge was add to my bank card the is not used, unless out of state. Last time was in 2020.Contacted supporting team. upon to find out all chat was with AI Bot.Asking for support only lead to articles of FAQ, not pertaining to the inquiry.After asking about account closer and refund subscription payment, was told unable & monthly charges will stay in affect till credit has payed.Upon asking what credit, A statement directing me to my bank dated September 29th, 2021 without further explanation of how it got there. Only to direct me to pay the credit and move on.After count less messages account still open, active, being charged for an service ive never used stating i made an account dated September 29th, 2021 Fraudulent claim has not been made but has been requested to Cleo.

  Business response

  12/21/2022

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

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated December 13th, 2022, relating to the Cleo Plus subscription. 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 charged by Cleo for the first time on December 10th, 2022 despite never having heard of the app. You also stated that you were unable to get help with the issue and only spoke with an AI chat bot.

  
  Our records indicate that on September 29th, 2021, you signed up for a Cleo Plus account and were charged the $5.99 monthly subscription fee. On the same day, you requested and received a cash advance in the amount of $35.00. Another subscription payment occurred on November 28th, 2021, but over the next 12 months, all attempted subscription payments failed. On December 10th, 2022, a subscription payment succeeded and the same card originally used was charged. 

  
  On December 11th, 2022, you contacted our Customer Support team and spoke with three separate teammates. After being informed you were ineligible for a refund, you claimed that you did not open the account, and our team shared the above timeline with you and offered to unsubscribe you so that you would not be charged further. At this time, you spoke to our team using abusive language, we offered to unsubscribe you once more, and then you did not respond. 

  
  According to our information, only one device has ever accessed the account, and this is the same device you contacted us from on December 11th, 2022. The verified email address on the account also matches the one provided on the complaint. Additionally, the cash advance was sent to the same card that was charged the subscription fees. Based on these facts, we do not believe any fraud has occurred with this account.

  
  As of December 20th, 2022, we have canceled your subscription. Should you have further questions, please reach out to us at ***********************************. 

  
  Sincerely,
  Compliance Department

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/11/2022, my account with Cleo was closed at my request of myself. My credit builder account had a positive balance of $2,468.00 that was supposed to be refunded to me within six days back to my linked bank account. The refund was never processed, as it states online. I contacted customer support, who told me that my charge should be refunded within six days and not to worry. Six days passed, and the refund still has not happened. I reached back out, and support told me they would escalate the issue. After not hearing for more than two weeks, I contacted them again. They have stopped communication, still have not refunded my money, and will not resolve the issue. I want my money sent to me via check in the mail.

  Business response

  12/21/2022

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

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated December 5th, 2022, relating to the Cleo Credit Builder Card. 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 account on September 11th, 2022, but that the refund of your security deposit was never processed. Furthermore, you stated that you had issues communicating with Cleos **************** and never received a resolution from the agents you were working with.

  
  Our records indicate that on September 10th, 2022, you closed your Credit Builder account with a total of $2,467.58 remaining in your security deposit. We attempted to send this amount to you on this day and every 4 days thereafter, but each attempt was unsuccessful due to your bank account being disconnected. On September 28th, 2022, you contacted **************** to inquire about this refund, and were asked to reconnect your bank account. After you completed this, **************** asked that you allow up to a total of 7 business days for this refund to process fully.

  
  After the 7 business days had passed, on October 5th, 2022, you contacted **************** again to inform that the refund had still not been processed. Our investigation indicates that a technical error occurred in our system that delayed your refund and your communication to us.  

  
  We deeply apologize for the issues youve experienced while attempting to close your card. As of December 16th, 2022, we contacted you and have expedited the funds to you via PayPal. Should you have further questions, please reach out to us at ***********************************. 

  
  Sincerely,
  Compliance Department

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up for Cleo Plus and Cleo Credit Builder. After using the incomprehensible app for a month or so, I decided this service wasnt for me. Theres no organization on the *** I cant quickly find what I need to find. Instead of having a menu, I have to ask a bot where to find things which is highly annoying. The amounts Cleo has on their app in terms of what I have to spend are always lagging behind and incorrect.So I canceled my subscription. This is where it goes really badly.I had $93 on my Cleo Credit Builder Card so when I cancelled my subscription, these jerks CANCELED MY CARD with almost $100 so I cant even use my own money!!! Now Im in the process of trying to find out where the money is going to go or if they just plan on keeping it. These people are downright CRIMINALS. They STEAL your money and keep you from using whats yours. !!!!!!STAY FAR AWAY FROM CLEO!!!!!!I want my $93 thats on my card refunded to me!

  Business response

  12/09/2022

  Dear *****************************:

  
  Cleo is in receipt of your complaint referred to us by the BBB dated November 28th, 2022, relating to the Cleo Builder subscription and Cleo Credit Builder Card. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.

  
  In your complaint, you stated that you canceled your subscription but still had $93.00 on your Cleo Credit Builder Card. You were not certain when or if you would receive a refund. You also stated general frustration with the Cleo app.

  
  Our records indicate that on October 22, 2022, you signed up for the Cleo Builder subscription. On November 22, 2022, you contacted Cleos **************** to cancel your ********************** Builder subscription. As part of the cancellation process, Cleos **************** agent sent you the following message which you confirmed: Any funds that are currently remaining on your Credit Builder Card security deposit will be transferred to the bank account linked to your Cleo Wallet. Note: this can take up to 45 days, however, it is usually a lot quicker! ??  However, if you generated/requested a card, the subscription fee is non-refundable. On November 26, 2022, the amount of $93.40 remaining in your security deposit was transferred to the bank account linked to your Cleo Wallet.

  
  We apologize for any inconvenience or confusion faced while unsubscribing from the product and closing your card. As you have now been unsubscribed and your remaining funds have been transferred to you, we believe this issue to be resolved, but if there is anything else you need, please reach out to us at ***********************************.

  
  Sincerely,
  Compliance Department

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cleos representative *** was rude and app has glitches I picked expedite and it ended up taking my money and now I have to wait 4 my advance 3 to 4 days!

  Business response

  12/09/2022

  Dear *************************************:

  
  Cleo is in receipt of your complaint referred to us by the BBB dated November 28th, 2022, relating to the Salary Advance Product. 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 Salary Advance with express payout, but that the app glitched and selected standard payout instead. You also state that you were unhappy with the level of service you received from Cleos **************** team and overall dissatisfaction with the Cleo app.

  
  We have conducted a thorough investigation of your account and our records indicate that on November 25th, 2022 you requested an Advance with standard payout. We do not have a record of you opting for express, which must be done while going through the Salary Advance application. We are unable to change the delivery method after selection, however on November 29th, the transfer failed and you were then able to request a replacement Advance with express payout. We also appreciate the feedback on your customer service experience as we are always striving for improvement in this area.

   

  We apologize for any inconvenience you experienced . We believe this issue to be resolved as you have now received two Salary Advances since the filing of this complaint.

  
  Sincerely,
  Compliance Department

  Customer response

  12/15/2022

  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

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a subscription with Cleo and canceled it nine months ago. They have been charging me for the first three months, $9.99. Then for the last seven including just today $14.99. I never agreed to continue paying for any service at all as I wanted this over and I did not want to deal with this company any further, they have declined me from any advances, and Ive been through, trying to cancel the service on their app with my own personal hardships and dealings. To and including not having a place to live for over two months while theyre continuing to take the money that they dont and should not be entitled to. I added up all the money owed to me at $134.90 right now. I want my subscription canceled I want the refund for the money that I just laid out and I never want to deal with this ridiculous scam of an advance company ever again. And honestly as I see in looking at all these different discrepancies from people, I would like them to be shut down or been put on notice that they have been scamming people and their system ***** . I did everything that this thing as me to spend an hour of my time just now trying to cancel and make sure they dont take any more of my money but Im out of my **** at this point I want my money back I want somebody to get it before I decide to take legal action which I see many notes and many people complaining about them, and seeing the exact same thing.

  Business response

  07/30/2024

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated November 18th,2022. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that you continued to be charged for a subscription with Cleo after you had canceled it, and that your monthly subscription charges increased from $9.99 to $14.99. You further stated that you were unable to receive a cash advance, had difficulty canceling your subscription, and are seeking a refund for $139.40.
  

  According to our records, on January 6th, 2022, you subscribed to Cleo Plus, and then upgraded your subscription to Cleo Builder on January 18th, 2022 at a promotional rate of $9.99 per month. From January 18th to May 17th, 2022, you paid the $9.99 monthly subscription fee for Cleo Builder, and on May 18th, 2022, your monthly Builder subscription charges increased to $14.99 after the promotional ****** had ended. On November 18th, 2022, you reached out to **************** to request cancellation of your Builder subscription, and your subscription ended on November 30th, 2022.
  

  Our records further indicate that since your initial subscription to Cleo Plus, you received seven cash advances totalling $320. We also do not have record of any request to cancel your Builder subscription before November 18th, 2022.
  

  Unfortunately, we are unable to refund you for any subscription charges, as the grace ****** has passed and you successfully utilized the cash advance feature. This is in accordance with the refund policy outlined in Cleos Terms and Conditions. If you have a record of any attempts to cancel prior to November 18, 2022, please share that with us and we would be happy to review. Note that because your subscription ended, you will not be charged further.
  

  We sincerely apologize for the delay in response. Should you have further questions, please reach out to us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was a total scam.. I was lured into signing up for this service in order to receive a cash advance for $100. Well, once they got my money, they told me I would think that they could not advance me the hundred dollars which they had lured me under false pretenses. They said they don't work with my bank which is the largest bank in the ***************** N.A. Bank. I figured whatever I'll just cancel it. They make it almost impossible to figure out how to cancel it. After they already got me for one month I canceled it. Come to find out they're still charging me three months later. I need my account cancelled ani need to reimbursed. If this is not possible, I will then go to the *** and the *** to prosecute them.

  Business response

  11/28/2022

  Dear *********************:

  Cleo is in receipt of your complaint referred to us by the BBB dated November 15th, 2022, relating to the Cleo Plus subscription service. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner. 

  In your complaint, you stated that you signed up to the Cleo Plus subscription in order to receive a Salary Advance of $100, but were unable to use this feature due to incompatibility with your bank. You also stated that you had a difficult time canceling your subscription, and were charged for an additional three months following your cancellation.

  
  Our records indicate that you signed up to Cleo Plus on July 9th, 2022. Cleo Plus allows users to apply for and have access to Salary Advances of up to $100, dependent on eligibility, as stated in our Terms. Some banks are incompatible with this product, however, which means that we are unable to disburse an advance to this bank. The bank account you attempted to use for an Advance is, unfortunately, not supported and therefore, you were unable to receive the requested Salary Advance. On August 9th, 2022, you attempted to unsubscribe in the app using a chat flow, but because you typed expletives in the chat before completing the flow, this chat flow was overridden and the cancellation was not completed.

  
  We apologize for the inconvenience you encountered when attempting to unsubscribe. We are always working to make things easier for our users, and we appreciate your feedback on this matter. As of November 23rd, 2022, we have canceled your subscription and refunded the 4 months of subscription fees that occurred after the attempted cancellation on August 9th, 2022. Should you have further questions, please reach out to us at ***********************************.

  
  Sincerely,
  Compliance Department

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was prompted to pay for a **** Cleo membership that would allow me a $20 advance. I selected instant which was supposed to be paid within minutes up to 24 hours. The Cleo app stated There are outages and they have no timeline of when I will receive the advance. It was a scam. I was charged **** and lied to about paying my advance. They gladly took $**** dollars out of my account but the $20 dollar advancement I was guaranteed within minutes to 24 hours has not occurred. They refuse to put a live representative on the phone and refuse to resolve the issue.

  Business response

  11/21/2022

  Dear ***********************:

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau (BBB) dated November 8, 2022, relating to Cleos salary advance product. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.

  
  In your complaint, you stated that you signed up for the Cleo Plus subscription and selected instant cash advance, which was supposed to be paid within minutes up to 24 hours and that due to outages, you did not receive the advance within the 24-hour timeframe.

  
  Our records indicate that on November 4, 2022, you signed up for a Cleo Plus subscription and requested a $20 cash advance with express disbursement the same day. The express disbursement option, which disburses the advance within 24 hours, has a $3.99 fee which is due upon repayment. Unfortunately, due to an outage with our third-party provider, this express disbursement request was not successful. On November 5th, you reached out to customer support expressing frustration with the failed disbursement request and further demanded a refund for the express fee. However, our review indicates that because the disbursement request was not successful we never charged the express disbursement fee. Our records further indicate that between November 8 and November 11, you requested and received two additional salary advances.

  
  We apologize for any inconvenience you faced. As you were not charged a fee for your first disbursement request and have subsequently successfully received two additional salary advance disbursements, we believe this issue to be resolved. If there is anything else you need, please reach out to us at ***********************************.

  
  Sincerely,
  Compliance Department

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined Cleo plus subscription and got a credit builder card. That card never worked and I uploaded $30 on it and used it for an online purchase bringing it down to about ****************************************************************************************************************************** my money. and nowhere in the app is that money listed anymore so they basically stole $28 from me. I did file for their advance and it get it. but they wont refund the money off of that one particular card. Im about to get my attorney involved and report fraud. I have tried to reach out many times

  Business response

  11/10/2022

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

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau (BBB) dated October 19th, 2022, relating to the Cleo Credit Builder Card. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.

  In your complaint, you stated that your Credit Builder Card never worked, except for one online purchase. You also stated that when you closed your account, you never received the remaining funds.
  Our records indicate that on October 3rd, 2022, you opened a Credit Builder Card and added $30 to your security deposit to act as your credit limit. One transaction succeeded for $1.54, leaving $28.46 available in your security deposit. Following this, you attempted several transactions but they all failed due to incorrect card information being used. On October 12th, 2022, you contacted **************** and requested that your account be closed, which was actioned on your behalf. At that time, we attempted to refund your remaining funds, but this failed due to the connected bank account being closed. On October 17th, 2022, we informed you of this and instructed you on how to add a different account. On October 19th, 2022, we contacted you to confirm you had successfully received the funds, which you stated that you had.

  
  We apologize for the inconvenience you encountered while closing your account.  As of November 8th, 2022, your card has been closed and the $28.46 that remained in the security deposit has been transferred to your connected bank account. Should you have further questions, please reach out to us at ***********************************. 

  
  Sincerely,
  Compliance Department

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cleo is such a scam. I signed up with my bank Current. I did not know that cleo doesn't suggest using that bank until I started having these problems. No one told me and I did not see any disclaimer about using current bank. I have been trying to repay my small 20 dollar advance for months now. Can't have an agent do it they literally can't help you with anything they tell you to message THE A.I!! Cleo keeps saying they can't take my repayment cause there's something wrong with my card, however they keep taking the subscription fee off my card every month so obviously they're able to charge the card. So then I talk to an agent who told me to put the money to repay in my cleo wallet and it can be repayed. I did that I have over the amount of money in the cleo wallet to repay my salary advance and the cleo AI will not let me. Agent told me I had to go through A.I. but A.I doesn't give me an option to pay through my wallet. There's like 70 dollars on my cleo now that I can't use and they also keep taking ***** off my account every month. It's getting to the point where I'm thinking legal action.

  Business response

  10/26/2022

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

  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau (BBB) dated October 13th, 2022, relating to the Cleo Builder subscription service. 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 attempting to repay your $20 Salary Advance for a few months, but have been unsuccessful due to compatibility issues with your bank. You also shared that you have been charged the $14.99 subscription fee each month. Finally, you expressed dissatisfaction with your experience contacting Cleos ****************.

  
  Our records indicate that on May 12th, 2022, you signed up to the Cleo Plus subscription, which costs $5.99 per month and allows access to apply for a Salary Advance, among other features. On the same date, you requested and received a Salary Advance of $20.00. On May 13th, 2022, you upgraded your subscription to the Cleo Builder subscription, which costs $14.99 per month and allows access to all of the features of Plus as well as the ability to open a Credit Builder Card. On the same date, you opened a Credit Builder account with us as well.

  
  On June 26th, 2022, you reached out to Cleos **************** to let us know that you were receiving an error message when attempting to repay your $20.00 Salary Advance. **************** informed you this was due to compatibility issues with your bank and advised payment could be made by adding the amount due to your Cleo Wallet. We have no record of a reply from you until September 18th, 2022, when you opened a new conversation attempting to resolve the issue;  we also did not receive a response to this message following the conversations escalation. Finally, you contacted us on October 8th, 2022, attempting to resolve the issue for a final time. The **************** agent who worked with you mistakenly directed you back to the app.

  
  We apologize for the inconvenience you encountered while attempting to repay your advance.  As of October 13th, 2022, we have updated our records to reflect that your Salary Advance is repaid. We can also confirm that your subscription is canceled as of October 15th, 2022. Should you have further questions, please reach out to 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. ↩