Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ignorant thieves aet up their app to deny me fair service. I am attempting to request a casha dvance, and my app says that it is in fact available to me - but i continue to get an error through email saying "unable to process this request" and im also getting an error with adding my card

  Business Response

  Date: 03/11/2025

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 1, 2025.
  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 informed in the Cleo app that you were eligible for a cash
  advance but you had difficulty requesting one due to an error with your connected payment method.
  

  Our records indicate that on August 24, 2023, you subscribed to Cleo Plus and began using the cash
  advance feature. On February 28, 2025, you requested a $110 cash advance and received $55 of it on
  your connected payment method that same day.
  

  On March 1, 2025, you contacted **************** after you had difficulty receiving the remaining $55,
  and a **************** representative explained that your bank had rendered this card invalid. This may
  be caused by different factors such as card expiration or fraud freeze on the card. Later that day, you
  connected a new payment method to your account, and you successfully received the remaining $55 of
  the advance.
  

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The CLEO app is getting users to sign up for their card by promising a $30 boost to cash advances. In order to sign up for the card you need to increase your service level and I paid $14.99 under the impression that my borrowing power would increase from $80 to $110. The borrowing limit did not increase and I was not made aware that Im not able to request a refund for my subscription if I ordered a physical copy of the card. There was no choice but to order a copy of the card and this caveat should have been made clear to me as a consumer before I made that decision.

  Business Response

  Date: 03/14/2025

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 28,
  2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable
  manner.
  

  In your complaint, you stated that as part of a promotion, you subscribed to Cleo Builder and generated
  a Credit Builder Card to receive a higher cash advance amount. You further stated that you were required
  to generate a Credit Builder Card and that the advance amount you qualified for remained the same. You
  subsequently learned that you were not eligible for a subscription refund as you had generated a Credit
  Builder Card.
  

  Our records indicate that on September 25, 2024, you subscribed to Cleo Plus and in the following
  months requested and received several cash advances. On February 14, 2025, you requested and
  received an $80 cash advance. On February 28, 2025, you repaid this advance, upgraded your
  subscription to Cleo Builder, and then applied and were approved for a Credit Builder Card, opting to use
  an $80 cash advance as your initial deposit. This cash advance was added to your card on the same day.
  

  Later that day, you reached out to **************** to request a refund for your Builder subscription
  payment, noting that the advance amount you qualified for had not changed. You were informed that
  same day that you were ineligible for a subscription refund, as you had generated a Credit Builder Card.
  This is in accordance with the refund policy outlined in Cleos Terms and Conditions.
  

  Upon review, we can confirm that the $30 boost was successfully applied to the $80 cash advance you
  received on February 28, 2025. The total cash advance amount appeared unchanged because additional
  boosts that you qualified for had already been utilized on previous cash advances, including the one you
  received on February 14, 2025.
  

  Please note that cash advance eligibility takes into account many factors. Cash advances are subject to
  eligibility requirements and are not guaranteed per Cleos Terms and Conditions. Please also note that
  users are not required to generate a Credit Builder Card when signing up to the Builder subscription.

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried for multiple days to get my money from my wallet, multiple banks, no help from them and Im in dire straits. They stole my money and wont give it back Beware when using them. They said issue is with plaid but plaid says its not. When I make Wirhdraw it tells me bank not connected and it clearly is.

  Business Response

  Date: 03/11/2025

  Dear *****,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 27,
  2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable
  manner.
  

  In your complaint, you stated that you had difficulty connecting your bank account information and
  withdrawing the funds in your Cleo Savings.
  

  Our records indicate that on February 24, 2025, you contacted **************** for assistance with
  withdrawing the funds in your Cleo Savings, noting that you had difficulty connecting your bank account.
  **************** informed you that same day that there was a temporary issue between your bank and
  Plaid, our software provider for account connection. They advised that you try again at a later time or try
  using a different bank account.
  

  On February 27, 2025, you successfully connected your account with **************** and initiated a
  withdrawal of $1000 from your Cleo Savings. On March 3, 2025, you successfully received these funds in
  your connected account.
  

  As of the date of this response, you have $1,336.38 remaining in your Cleo Savings. Should you need
  additional assistance with withdrawing these funds, please contact us at *****************************************************************.
  

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $200 and then the next day another $40. These were listed as recurring charges on my checking account. I have never used Cleo AI and did not make these charges.

  Business Response

  Date: 03/04/2025

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 26,
  2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable
  manner.
  

  In your complaint, you stated that unauthorized charges were incurred to you by Cleo.
  

  We are happy to investigate this matter; however, at this time we are unable to confirm a user with the
  information that you provided. So that we may properly review your complaint, please contact us at
  *********************************************************************** with identifying information on your Cleo account such as your full name,
  phone number, and email address.
  

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My checking account was hacked by **********************. I do not know anything about this organization. On Thursday, February 20, 2025 my checking account was hit for charges of $14.99, $50.00, and $200.00 consecutively. I have reported to my bank but something should be done about this company.

  Business Response

  Date: 03/04/2025

  Dear ****,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 25,
  2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable
  manner.
  

  In your complaint, you stated that unauthorized charges were incurred by Cleo to your checking account.
  

  We are happy to investigate this matter; however, at this time we are unable to confirm a user with the
  information that you provided. So that we may properly review your complaint, please contact us at
  *********************************************************************** with identifying information on your Cleo account such as your full name,
  phone number, and email address.
  

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit builder loan. Someone unauthorized did a payment on the card. I alerted customer service first they gave me a provisional credit but they quickly took it back saying "" too bad". No real reason given.Customer service is lacking badly. I joined because of someone. I clicked her link and it didn't. When you try to talk customer service no real help.

  Business Response

  Date: 03/05/2025

  Dear *****,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 25,
  2025. 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 dissatisfied with the quality of customer service provided after reaching out for assistance with disputing an unauthorized transaction made with your Credit Builder Card. You further stated that a provisional credit was revoked, and that **************** declined toraise a dispute on your behalf for this transaction.

  Our records indicate that on January 22, 2025, you subscribed to Cleo Builder and applied and were
  approved for a Credit Builder Card. On February 8, 2025, you requested and received an $80 cash
  advance on your Credit Builder Card. On February 14, 2025, a charge in the amount of $32.77 with
  transaction detail Publix was posted to your Credit Builder Card. You reached out to ****************
  that same day for assistance with disputing this transaction, which you believed was unauthorized.

  After you provided the requested information on February 18, 2025, concerning your transaction dispute, an account specialist reached out on February 20, 2025, to confirm that we were unable to proceed with disputing the transaction, as it was authenticated via a wallet token on your mobile device. This is in accordance with card network rules, as such transactions do not have chargeback rights and are therefore deemed invalid disputes due to the enhanced authentication protocols involved with facilitating purchases using a card that has been added to a digital wallet.

  Please note that we do not have record of any provisional credits applied to your account in connection
  with this transaction. If there are any other unauthorized transactions that you wish to dispute or should
  you need assistance with issuing a new Credit Builder Card, please contact us at *****************************************************************.
  

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred ****** to Cleo and they suspected fraud so blocked my card This happened before and they immediately responded. It has been 7 days and I've heard nothing. They're stealing my money and I can't do anything about it. I want them to unblock my card so I can use my own money.

  Business Response

  Date: 03/04/2025

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 20,
  2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable
  manner.
  

  In your complaint, you stated that after adding funds to your Credit Builder Cards security deposit
  account, your account was frozen. You further stated that you have not heard back from Cleo Customer
  Service after reaching out for assistance with lifting the freeze on your account.
  

  Our records indicate that on July 16, 2022, you subscribed to Cleo Builder and applied and were
  approved for a Credit Builder Card. On February 12, 2025, you added $294.40 to your cards security
  deposit account, and your account was frozen on February 13, 2025 after you attempted multiple
  transactions with the incorrect card information. This is in accordance with Cleos fraud-mitigation
  protocols. Later that day, you contacted **************** for assistance with resolving the freeze on
  your account and on February 15, 2025, your ticket was escalated to an account specialist for
  investigation.
  

  Following investigation, on February 20, 2025, the account specialist lifted the freeze on your account
  and provided a goodwill refund on your latest subscription payment for the inconvenience. You
  successfully resumed using your Credit Builder Card over the next few days.
  

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cleo is holding my money hostage for months now I was promised my money in 45 days 5 months ago. It show I paid money owed them for payday loan on time yet they report negatively to my credit bureau. These people do not take phone calls and in my case they rarely respond to text queries. The response is never resolve its usually a question that has nothing to do with them paying my money. This has gone into **** than questionable to criminal. I am a 100% disabled elderly woman I suffer from PTSD and major depressive disorder I am a survivor of a violent crime, a crime that intended to take my life. $45 is alot of money during these times I made them aware how important it is for me to get my money since the deactivated my card I am at their mercy. I want what's owed plus my credit straightened out with a letter of apology since this has lend hand to my application for personal loans be declined. As they were aware of the emotional distress this caused I am seeking personal damages if an additional $500.

  Business Response

  Date: 03/03/2025

  Dear *****,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 17,
  2025. 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 not yet received the funds in your Credit Builder Cards
  security deposit account following card closure. You further stated that negative credit information has
  been reported by Cleo due to your cash advance activity, and that you are dissatisfied with the quality of
  customer service provided.
  

  Our records indicate that on October 15, 2024, you subscribed to Cleo Plus and requested and received a
  $30 cash advance. On November 2, 2024, you repaid this advance along with the $5.99 express fee, and
  received another $30 cash advance. On November 3, 2024, you upgraded your subscription to Cleo
  Builder tier and applied and were approved for a Credit Builder Card. You added $60 to your security
  deposit account later that day.
  

  On November 13, 2024, your cash advance repayment was disputed, triggering a fraud freeze on your
  account. On November 15, 2024, you contacted **************** for assistance with accessing the funds
  on your Credit Builder Card, and your ticket was escalated to an account specialist the next day.
  Following investigation, on November 18, 2024, **************** informed you of the nature of the
  fraud freeze and requested additional information to lift the freeze. The ticket was closed after we did
  not receive the requested information..
  

  On December 13, 2024, you canceled your Builder subscription, however closure of the card was blocked
  by the ongoing fraud freeze on your account. On December 20, 2024, you reached back out to Customer
  Service to inquire about the return of the remaining funds in your security deposit account, and we again
  requested information about the dispute as part of our fraud-mitigation procedures. This ticket was also
  closed after we had not received the requested information.

  Upon receipt of this complaint, on February 21, 2025, an account specialist investigated the matter and
  confirmed that the dispute was settled in favor of the cardholder. They also temporarily unfroze your
  account to unblock closure of the card, and the $45.18 remaining in your security deposit account was
  successfully returned to you that same day. This amount includes any refunds that were issued to your
  Credit Builder Card since the account was frozen.
  

  Please note that cash advance repayments do not impact credit score, as this information is not reported
  to the credit bureaus. Please also note that no negative credit information has been reported.
  

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

  Sincerely,
  

  Compliance Department

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is fraudulent, practicing predatory business protocols, and is overall trash when it comes to customer service. I signed up to receive a cash advance in January of 2024, but did not qualify. So I ended my subscription service in February of 2024 and went on with my life. Fast forward MONTHS to January of 2025. They start charging me $25/week for Save Hacks as the ** chat feature calls them. I contact the ** chat feature to cancel. The representative I chatted with indicated I authorized this last year. I have no memory of doing this. I do remember they made me jump through a bunch of hoops in their app to sign up. Im pretty sure they required a savings transfer, roundup and deposit. He says he cannot cancel, and I have to email their help *******, I indicate via email I do not want my card charged further, and to cancel/reverse the previous charges to get my money back. However, they only give me an explanation that you can cancel save hacks under the save tab and told me to withdrawal all my money from the savings account I have with them. 4 day turnover. I told them this cancellation feature is not visible on my end. They will not give me an option to cancel Save Hacks within the app. They email me back with some memes and tell me theyll elevate the issue. I reached out to their customer service with my concerns a week ago. They said theyd elevate it and it will take a week. A WEEK! I have still heard nothing, but they DID have time to charge my account another $25 last night! Since I havent heard back from them and have been bullied into a corner, I had to report the charges as fraud via my bank today. Because it is fraud! I didnt give permission to access my account like this for at minimum the last week, and they refuse to give up access. They are preying on me. I also cannot afford to lose $100/mo. Long story short, this company is a fraud. They are just trying to get money out of people without actually providing a service.

  Business Response

  Date: 02/25/2025

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 14, 2025. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that after canceling your subscription, you received unauthorized charges from Cleo related to the Save Hacks feature. You further stated that after reaching out to **************** for assistance with the Save Hacks feature, you were informed that this feature can be disabled in the app however you were unable to do so.  
  

  Our records indicate that on January 16, 2024, you subscribed to Cleo Plus, opened a Cleo Savings, and opted into the Save Hacks feature, initiating recurring deposits into your Cleo savings each week. After $25 was deposited into your savings on January 23, 2025, you contacted **************** the next day to inquire about this deposit. That same day, **************** informed you of the nature of the Save Hacks feature, explained how the funds can be withdrawn by you at any time, and the ticket was closed after we did not hear back from you for several days.
  

  After an additional $26.28 was deposited into your Cleo savings on February 6, 2025 and you reached back out to ****************, a **************** representative explained how the Save Hacks feature can be managed in the Cleo app and helped you to withdraw $25.01 from your savings into a connected account. On February 17, 2025, after you continued to have difficulty disabling the Save Hacks feature, **************** disabled the feature on your behalf and helped you withdraw the remaining $26.28 in your Cleo savings. 
  

  As **************** informed you, Save Hacks settings can be managed directly in the Cleo app. Please also note that opting into this feature is at each users discretion and not a requirement of using the Cleo app.
  

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

  Sincerely,
  

  Compliance Department
  

  
  

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They said I was eligible for advance when I tried to apply, they said I'm not eligible. You can't talk to a human and they keep making excuse.

  Business Response

  Date: 02/25/2025

  Dear *******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 14,
  2025. 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 informed that you were ineligible for a cash advance even
  though you were initially eligible. You further stated that you had difficulty reaching a human Customer
  Service representative.
  

  Our records indicate that on September 11, 2024, you subscribed to Cleo Plus and you received a $250
  cash advance on February 12, 2025. On February 13, 2025, you contacted **************** for
  assistance with your cash advance eligibility, and you were informed the next day of the different factors
  that may impact advance eligibility and that eligibility is subject to change. On February 15, 2025, you
  received a $110 cash advance.
  

  As **************** informed you, cash advance eligibility takes into account many factors. Please also
  note that cash advances are subject to eligibility requirements and are not guaranteed per Cleos Terms
  and Conditions.
  

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

  Sincerely,
  

  Compliance Department

  Customer Answer

  Date: 03/04/2025

  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:

  You pay a subscription  fee they say you approve  they give you partial payment. Say the rest will be available  a certain  day you wait for that day to come now it says unavailable. I don't  believe  anything  they say. 

   

   

   

   

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

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