ComplaintsforCleo
Financial Technology
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cleo has taken my direct deposit and wont return it after my account was closed . I want my money back asap please mBusiness response
05/13/2024
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 following closure of your account you were unable to recover funds transferred via Direct Deposit.
According to our records, on January 27, 2024 you initiated your sign up to Direct Deposit with Cleo;however, it does not look like the process was ever completed. Cleo has not received any Direct Deposit funds to your account.
We suggest that you reach out to the sender of your Direct Deposit funds if you have additional questions. Please note that if any funds are sent to your account going forward, they will be immediately returned to the sender due to the account closure.
Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I repaid to cleo and they told me to wait 24 hours before I could take another advance and now it's been a week and I still haven't made anything back yet.Business response
05/08/2024
Dear *************************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 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 repaid your outstanding Cash Advance and were told to wait 24 hours before requesting another one. You claim that a week passed and you are still unable to request another Cash Advance.
According to our records, you received your first Cash Advance on February 12, 2024, after which you requested and received an additional five Cash Advances. On March 15, 2024, you contacted Customer Service regarding your Cash Advance eligibility;the conversation bot responded that eligibility is determined by the Cleo AI algorithm and considers many factors, not just income and repayments.
We apologize for any inconvenience and encourage you to check back as your eligibility can change. Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 26, 2024 I installed the Cleo app and I paid for a instant advance to be sent to me within 24 hours. It is now the eve of the 28th, I have not received my forty dollar advance. I have reached out on the app, also I contacted a human named ***** and I emailed the company, and finally I called and left a message regarding the concern of paying for a instant advance and never receiving it. I heard back from ***** once, he has not responded to me since .and no one else has contacted me or sent my advance. This is bad business. Someone please help.Business response
05/06/2024
Dear *************************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated April 30, 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 utilized Cleo Pluss Express Payout feature to receive a $40.00 Cash Advance within 24 hours, and that you had not received the advance for 48 hours. You claim to have spoken to **************** once and that you have not heard back from anyone since.
According to our records, you began your Cleo Plus subscription on April 26, 2024; that same day, you requested a $40.00 Cash Advance with the Express Payout feature. After experiencing a delay in disbursement, you opened a Customer Support ticket requesting assistance. You were immediately escalated to an account specialist and were informed that someone would be available to investigate the issue for you within 5 days of the escalation. We apologize for this delay as we have suddenly had an influx of support requests at this time.
On May 1, 2024, our Account Specialist informed you that the Cash Advance disbursement had failed due to high internal traffic between our secure bank connections provider and your banking institution. You were satisfied with this response and have since requested and received aCash Advance of $40.00.
We apologize for the inconvenience. Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied for a $40 Advance they approved it and said it was on the way it never came then they start sending me Bills to repay the advance I never received the they do not even look in their own records to see I never received it they continue to put me on with the robot do not answer my questions and keep trying to take money out of my accountBusiness response
05/01/2024
Dear ***************************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated April 17, 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 never received the $40.00 Cash Advance, that **************** has not answered your questions, and that Cleo keeps trying to take money out of your account.
According to our records, on April 2, 2024 you requested a Cash Advance of $40.00; unfortunately, the disbursement failed due to poor connection rates with your bank.
After an unanticipated delay, a supervisor reached out on April 16, 2024 and confirmed that your prior months subscription fee for Cleo Plus would be refunded due to the failed disbursement and that the disbursement issues were resolved.
We apologize for the inconvenience; we can confirm that as of April 16, 2024, we have refunded your subscription fee.
Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a subscriber of Cleo's "plus plan." On 4/6 I accidentally added the wrong card ending in **** and immediately requested to remove it. I also canceled my subscription for which I am owed a refund of $5.99. I had to send several follow-*** requesting my card be removed on 4/9, 4/10, and 4/11. On 4/11 I received the following response:"Hi ******.The card ending in **** expiry: 4/2026 has been deleted. It may still appear in your history.Thanks so much!DInsdale"Upon checking my account, not only was my card ending in **** NOT removed, but my replacement card (different expiration date and CVV code) which I NEVER disclosed to the company nor consented to them having or charging in any capacity has somehow been illegally obtained by the company. I have also filed a complaint with the *** and ICO (They are also UK-based). I demand that my card ending in ******************************************************************** the card account immediately be deleted and completely wiped from my account and the company's system and data records.Customer response
04/26/2024
Better Business Bureau:
At this time, I am closing the complaint as resolved. Should it turn out that it is not resolved, a new complaint will be filed.
Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have gotten my bank to refund my money but each new debit card I order seems to be getting charged each month for the amount of 5.99 over the past three months. I want a refund and I plan on closing my account once the refund is issued. I removed my banking info but the company is still able access my account without my written or verbal permission. I will be contacting my attorney to get this matter handled in magistrate ***** civil court due to it being under $10,000Business response
04/30/2024
Dear *******************************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated April 15, 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 subscription fees for the past three months. You claim to have removed your banking information from the app but that Cleo continues to debit funds from your account despite this. You also stated you want a refund and after its issued, you plan to close your account.
According to our internal records, you initially connected your Chime Checking account ending in ***** on December 10, 2023. Your Cleo Plus subscription for $5.99 per month began on December 11, 2023. During this time, you disconnected your Chime Checking account and added a SoFi Checking account ending in ****** Over the last 5 months, you were charged 5 subscription fees totalling $29.95, which is the exact amount that was successfully debited from your account.
We consider this formal complaint as your request to cancel your Cleo Plus subscription and have unsubscribed you as of April 29, 2024. We have no evidence of your interaction with **************** requesting cancellation of your subscription and thus will not be issuing any refunds at this time as services rendered have been utilized appropriately.
Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Sometime in January 2024 I signed up for cleo plus, I did get a40 dollar loan within the first day and it was paid back a couple weeks later, but, as soon as it was paid back I canceled the service. I have since been charged several times a month for February, March, April of 2024 for two different amounts of 6.99 and 5.99.. and just now cleo also took another 40 dollars,, even though I only took one loan out, paid it back and had been several months since I canceled service with them... that 40 dollars they took was all the money I had left... they fraudulently took the 40 dollars and fraudulently took 5.99 & 6.99 the times now... I've tried to reach out to cleo for customer service assistance to no avail,Business response
04/17/2024
Dear ***********************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated April 3, 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 signed up for Cleo Plus on January 24, 2024, requested and received a Cash Advance of $40.00 that day which was repaid a few weeks later. You claim that you canceled the service at the time of that repayment, that you continue to be charged the monthly subscription fee of $5.99 or $6.99 for the months of February, March and April, and that another $40.00 was fraudulently withdrawn from your account. Lastly, you claim to have difficulty reaching ****************.
According to our records, your subscription began on December 29, 2023, on which day you requested and received a $40.00 Cash Advance with $6.99 Express Fee, which was repaid on January 13th, 2024. Thereafter, you requested and received two subsequent Cash Advances of $40.00, each with the $6.99 Express Fee, which were repaid February 22nd, 2024 and April 3rd, 2024. You have since disputed the April 3rd repayment with your banking institution.
Our records show that you had a single bot conversation on April 2, 2024; we can find no record of your attempting to cancel your subscription or having reached out to **************** for assistance. As such, your Cleo Plus subscription has remained active; there is a $5.99 monthly subscription fee.
Presently, there are no tickets open under your first and last name or email address provided. Should you need further clarification or if you would like assistance with cancelling your subscription, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been using Cleo for a long time now. I found out some time ago that their terms of service state that they're non-obligation and non-recourse. After struggling to get into contact with a person for hours I finally got an email through to a live rep with my ACH revocation but cannot get them to confirm they will not withdraw the money. My last contact from them was on the 25th and I have emailed three times since with no reply. I have informed them they do not have my permission to withdraw money from my account and until they confirm it I know they will still try.Business response
04/15/2024
Dear ***************************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated April 15, 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 reached out to **************** to request an ACH revocation but had not received confirmation or response.
According to our records, on March 25, 2024, you submitted a support ticket revoking ACH permissions; this was processed on April 11, 2024, which **************** confirmed with you that same day.
We apologize for the unanticipated delay in processing the revocation. Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance DepartmentInitial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I requested a cash advance on 3/27/24. I paid the $9.99 so I would receive it immediately. I was notified that I would get it in 24 hours instead of immediately. I waited the 24 hours and didnt receive it. I contacted the chat on 3/28/24 and spoke with someone who told me I received it. I explained that I had not received it and there is a message that says Processing advance. They said they couldnt help and another agent would assist. No one has spoken to me in the chat since 3/28/24. No one will contact me when I try to reach out and *** tried numerous times. I then emailed Cleo directly with no response. I was just going to cancel the cash advance but it prompts me to pay $260 which is the amount I would need to pay back which includes the $9.99 express fee. Its now 3/30/24 and I still havent received the $250. Im worried that they will charge me the $260 without ever receiving the money.Customer response
04/02/2024
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
03/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I opened a Cleo account over 3 weeks ago and funded the card with $250 from my bank. They froze my account and will not let me access the money. I have reached out to them several times and no one will respond or help me. I want a refund of my money immediately!Business response
04/12/2024
Dear *********************,
Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 29, 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 opened a Credit Builder Card with Cleo and added $250.00 to the card three weeks ago. You claim that your Cleo account is frozen and you lost access to your Credit Builder Card and associated funds. You also state that **************** has been unresponsive.
Your account was flagged due to the detection of suspicious activity on March 8, 2024, and you were informed via email that you would need to reach out to **************** in order to resolve the block. On March 14, 2024 you reached out to **************** and we informed you that you would need to provide ID verification in order to access your account. As of April 11, 2024, you have not provided this or responded to ****************. We have informed you that the account will remain blocked until we receive the required verification.
The Credit Bureaus have been notified of this activity and the affected persons will have their credit reporting updated to reflect this line as fraudulently established.
We apologize for the inconvenience. Should you need help with anything else, please contact us at ***********************************.
Sincerely,
Compliance Department
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Customer Complaints Summary
179 total complaints in the last 3 years.
98 complaints closed in the last 12 months.