ComplaintsforCleo

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a Cleo plus subscription for $14.99 and decided I didnt want it. I told the chat bot in the Cleo app to cancel and it said I was eligible for a refund. I asked the representative to issue me a refund and they stated they couldnt because of some false accusations. I met the requirements for the full refund and have been told Im not eligible by the representative but Im eligible by the chat bot. I need my money refunded back to my payment method. I need to report this app for false advertising

  Business response

  04/01/2024

  Dear *******************************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 18, 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 Builder subscription for $14.99 before deciding you no longer wanted the subscription. The Cleo bot then informed you that you were eligible for a refund, but **************** informed you otherwise. 
  
  The Cleo Builder subscription refund terms deem refunds ineligible if the user has generated a physical Credit Builder Card or if 7 days have elapsed since the Cleo Builder signup date.
  Our records show that you initially signed up for and canceled the Cleo Builder subscription on February 15, 2024. You subsequently signed up for and canceled your subscription again on March 15, 2024. These subscriptions serve as two separate instances and are affected by the refund terms accordingly.
  
  In this instance, **************** misinterpreted your support ticket opened on March 15, 2024, as a request to refund your first Cleo Builder subscription cancellation on February 15, 2024, in which case you would not be eligible. You further communicated that the support ticket was opened in reference to a second, separate subscription you had canceled that day, and were seeking a refund of $14.99 for. **************** representatives quickly understood the misinterpretation and assured you your refund would arrive in 4-5 days after the initial processing. 
  
  As of March 15, 2024, your $14.99 Cleo Builder subscription payment has been refunded and sent to your Discover Card.
  We apologize for the confusion. Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i asked for 110 as an advance from cleo it was immeduately put onto a car that I cannot access and they want mt to pay them back for money I did not receive. its very frustrating .I do not want their card only the advance sent to my checking account.im afraid they will take money from my account to pat theur bill and Im out 200$ *** not a lit of money but Uve been laud off

  Business response

  03/19/2024

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

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 5, 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 of $110.00 and that it was disbursed to a Credit Builder Card that you could not access. You explained that you did not want the card, rather you wanted the Cash Advance disbursed into your checking account. Furthermore, you are concerned that repayment of the Cash Advance will come from your checking account.
  

  According to our records, you began your 3-month Cleo Builder subscription and opened a Credit Builder Card with an initial top up of $30.00 on February 29, 2024. On the same day, you requested and received the $110.00 Cash Advance, selecting the Credit Builder Card as the destination for said advance to deposit.
  
  On March 4, 2024, you reached out to **************** and expressed that you couldnt access the Cash Advance. **************** promptly responded and explained that the $110.00 Cash Advance had been deposited to your Credit Builder Card. At this point, you expressed that you no longer wanted the funds and requested they be used to repay the outstanding Advance amount, but you were informed that this is not possible. You also requested the cancellation of your Cleo Builder subscription and subsequently began the closure of your Credit Builder Card. This placed your account in a subscription pending cancellation status with a final subscription date of May 29, 2024, 3 months after your initial subscription. Between March 5, 2024 and March 12, 2024, you spent a total of $120.39 using your virtual card details. This leaves the available credit on your Credit Builder Card at $19.61.

  Should you need additional assistance, please contact us at ***********************************.
  
  Sincerely,

  
  Compliance Department

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was checking a back account and saw 3 charges to a CLEO AI. SEE BELOW.AR 02 CLEO AI ************ DE Card Purchase $60.00 Inquiry MAR 02 CLEO AI ************ DE Card Purchase $40.00 Inquiry MAR 02 CLEO AI ************ DE Card Purchase $14.99 I have no clue who or what this is.

  Business response

  03/19/2024

  Dear ***********************,/
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 18, 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 witnessed unrecognized checking account activity consisting of three charges from Cleo AI totaling $114.99.
  Due to this likely being fraudulent activity by way of stolen payment information, we need you to please contact us at *********************************** so that we can appropriately identify and block the fraudulently-opened account and stop any additional attempted charges from processing.
  
  We apologize for the inconvenience and look forward to resolving this with you. 
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested a cash advance on Sunday evening which I was told had been successfully sent to my external bank. It takes 3-4 business days per their policy. Its now been beyond 4 business days and the chat bot keeps telling me this cash landed in your account on (a future date every time) as if Ive already received it. Every day it says the same as thing but one more day into the future. Ive been bounced around by bots and forced to wait up to 72 hours for my inquiry to be answered via email only.

  Business response

  03/19/2024

  Dear *****************************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 4, 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 of $75.00 on February 25, 2024, and that Cleo informed you to expect the Cash Advance within 3-4 business days.  You claimed that it had been over 4 business days and that everyday the App continued to inform you that your Cash Advance reached your checking account, as if you had already received it, but with a future date for deposit. Also, you claimed to have experienced an extended wait time for your inquiry to be answered.
  
  According to our internal records, you first requested and received your Cash Advance of $70.00, not $75.00, on February 25, 2024, with a repayment date set for March 8, 2024. Your external Plaid-linked MoneyLion checking account showed that the $70.00 ACH deposit from Cleo, AI posted on February 27, 2024. Please feel free to forward evidence of the bot behaving abnormally and we will happily present this to our product team for further investigation.
  
  Your conversation with Customer Support began on March 1, 2024 and ended on March 4, 2024 with some delay between responses. On March 1, 2024, you confirmed that the Cash Advance had successfully reached your checking account. 
  
  Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CLEO CREDIT BUILDER CARDS DO NOT ALLOW YOU UNLIMITED ACCESS TO YOUR MONEY. I WAS STRANNDED DUE TO MY CARD BEING DECLINED FOR FRAUD WHENEVER THERE Wa no fraud and customer service is ****

  Business response

  03/15/2024

  Dear ***********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated March 4, 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 did not have unlimited access to your funds due to declined transactions and that **************** did not assist you with resolution. 
  
  Between February 11, 2024 and March 10, 2024, you have used your Credit Builder Card for 66 successful transactions at different merchants. During this time, your card was declined a total of 31 times for various reasons, including incorrect PIN and CVV entries, unsupported merchants, and too many failed attempts at the same transactions.
  
  According to our records, you first reached out to **************** on February 28, 2024 to inquire about declined transactions on your Credit Builder Card. **************** responded on the same day and explained that these declines were due to attempting transactions with peer-to-peer payment services, which is not currently supported.
  
  On March 1, 2024, you contacted **************** again reporting difficulty accessing your Credit Builder Card funds. **************** explained the source of the declined transactions and apologized for the inconvenience. Please note that during this time you successfully used your card for several transactions at other merchants. 
  
  We apologize for the inconvenience, but can see that you have been able to successfully spend all funds on your Credit Builder Card. Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cleo cash loan app took my money and didn't provide any service other than stealing what little money I have. Very horrible business.

  Business response

  03/07/2024

  Dear ***************************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 26, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  
  In your complaint, you stated that Cleo processed payment from you for a service you did not receive.
  
  According to our records, you established Cleo accounts on November 10, 2022, and February 27, 2023. On January 31, 2024, you created a third Cleo account and began a ********************** Plus subscription, which costs $5.99 per month. That same day, you requested a Cash Advance and were declined as your 2022 and 2023 accounts, both still open, were flagged as a security risk. 
  
  You contacted Customer Support by opening a ticket on January 31, 2024 and were informed that you were experiencing duplicate account errors. After some troubleshooting, the duplicate accounts were deleted. As a gesture of goodwill, your $5.99 Cleo Plus subscription fee was refunded providing you with a free subscription month.
  
  You expressed dissatisfaction with this resolution, claimed your account was still not in working order, and opened many duplicate Customer Support tickets using abusive and threatening language towards the **************** representative that originally assisted you. As a result, your subscription was cancelled and you were offboarded from using the Cleo app in the future.
  
  Should you have any additional questions regarding this, please contact us at ***********************************. 
  
  Sincerely,
  
  Compliance Department
  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed into the Cleo app I didnt sign up for any subscription yet they keep withdrawing money from my account there is no way to delete my account , I have no subscription yet they are withholding 23$ they take out my bank account

  Business response

  02/29/2024

  Dear ***********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 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 you did not sign up for a subscription when you created your Cleo account, that there is no way to delete your account and that ********************** has taken $23.00 out of your bank account.
  
  According to our records, your Cleo account was created on December 10, 2023. On December 11, ***************************************** *0130 and verified your phone number as provided to the Better Business Bureau for further security purposes. On January 4, 2024, you connected your Varo checking account ending in *****. On February 15, 2024, you actioned the ***************** feature associated with the Cleo Wallet.
  
  On February 15, 2024 funds began automatically drafting your account based on the Savings plan of your choosing, resulting in two transactions of $22.00 and $1.79 being sent to your Savings Wallet.  Both charges have since been disputed by you and won back in your favor.
  
  If you would like to close the Cleo Savings Wallet or delete your account, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/22/2024 I opened a Cleo account and subscribed to the Cleo builder card which cost me $38.25. Which promises the opportunity to get an advance of up to $500 Which is the only reason I signed up for the app in the first place, after completing that I was prompted to verify my direct deposits which makes no sense at all because the ai bot in the app was able to detect and determine my direct deposits upon sign up. I was denied verification with no reason behind and no explanation, I try to sign up for the Cleo wallet or aka savings I was then again denied being stuck haven paid $38.25 with no features available. I then contact support to figure out whats wrong I say there for over 4+ hours with no help at all, after I finally get in contact with a human as they say I am told the only option I have is to get a partial refund totaling $23.51 which I still havent received. So basically I signed up to get a cash advance and ended up paying them!?!? Also it makes you fund the Cleo builder card before access is granted I funded with $10 minimum option and havent received that either. I WANT MY ALL OF MY MONEY!! Cleo did nothing to earn half of my purchase amount the card wasnt even made yet! Im SO disappointed because I came with high hopes and left with empty pockets. In total they owe me $48.25

  Business response

  03/06/2024

  Dear *********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 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 on February 22, 2024 you subscribed to Cleo Builder and opened a Credit Builder Card in order to get an advance of up to $500.00. You stated that you were unable to verify your direct deposit or set up your Cleo Wallet and Savings, and that Customer Support did not assist you. You claim that you requested a full refund but were only offered a partial refund, and that you have not yet received this.
  
  According to our records, on February 22, 2024 you signed up for a Cleo Builder subscription for $14.99 per month. At the same time, you applied for and were approved for a Credit Builder Card, which you topped up with $10.00. You attempted to open an account with our banking partner Thread in order to set up a Direct Deposit, however, you did not pass the verification and this request was denied. Because you could not successfully set up Direct Deposit, you were unable to access the high advance amounts you desired. 
  
  Regarding eligibility for a refund, please note that generating a Cleo Credit Builder Card makes a user ineligible for a refund of the $14.99 subscription fee; these refund terms were agreed upon as part of creating your Credit Builder Card. 
  
  We can confirm that as of February 22, 2024 your Credit Builder Card has been closed, your subscription has been canceled, and Cleo has initiated the return of the $10 top up you made upon sign up. On the same date, Cleo initiated a partial refund of the $38.25 three month subscription you paid for in the amount of $23.26 as a result of early cancellation.
  
  Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/20/2024 I checked my credit score on Credit Karma and my score dropped 138 due to cleo reporting inaccuracies to credit bureaus. They state my current balance owed is $703 yet they recieve a direct deposit of $250 every two weeks, which is the exact amount of my line of credit that I use every two weeks. So, if my math is correct I use my $250 credit limit every two weeks, and repay in full every two weeks. So I should have $0 statement at the end of every month. Which, considering they don't report credit utilization, my credit score should not have gone down, and I should not have $703 balance.

  Business response

  03/04/2024

  Dear *********************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 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 your credit score dropped 138 points due to inaccurate reporting from Cleo AI, that your current balance owed of $703.00 is inaccurate given your bi-weekly Direct Deposit of $250.00,  and that your monthly statements should reflect a $0.00 remaining balance.
  
  According to our records, there has not been any inaccurate reporting as Cleo has only reported on time payments for your account. The $703.00 balance reported reflects transactions that occurred between December 28, 2023 and January 27, 2024. This amount was paid on time, on February 7, 2024, and will be reported as an on time payment on the next reporting cycle. 
  
  When you spend using your Credit Builder Card, those amounts are added to your statement balance. On the 28th day of each month, your statement is generated with a balance equal to the amount you spent within the month. This amount is then reported to the credit bureaus as your current balance. In the next month, as long as your statement is paid, we will report that balance as having been paid on time. These on time payments are what can help your credit score increase. 
  
  Please note that each credit bureau calculates scores a bit differently and many factors contribute to your credit score. While Cleo cannot provide a comprehensive explanation for changes in your score, we can confirm that we have only reported in a positive manner on your account. We are happy to assist in further explanation of the credit reporting process if need be.
  
  We apologize for any confusion. Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So there is no actual customer service besides a robot to talk to! No phone number to beable to call! Anyways I had a check deposited to my account, only to find out my card is froozen/blocked from paying bills and making purchases! and have no way of being able to pay my bills cause they frooze my card! This company is a scam! There is no actual costumer to resolve this issue with because now i am out $854.68 , I should be able to have access to the money I worked for!

  Business response

  02/21/2024

  Dear ***************************,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated February 20, 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 lost access to your Credit Builder Card and the $854.68 in funds it contained and that youve struggled to get in contact with Customer Support to rectify this.
  
  According to our records, you initially activated your Credit Builder Card on December 13, 2023; on January 24, 2024 you enabled the Direct Deposit feature and deposited $680.14. Another Direct Deposit of $853.80 was received on February 8, 2024 along with cancelation of your Cleo Builder subscription. This cancellation resulted in the closure of your Credit Builder Card, which was indicated as part of the in-App closure process.
  
  You wrote into Customer Support for the first time on February 8, 2024, explaining that you canceled your subscription and asked when youd receive your remaining Credit Builder Card Balance of $854.68. Customer Support representatives explained the process for receiving your funds to which you expressed dissatisfaction and threatened legal action. 
  
  We can confirm that as of February 9, 2024, your outstanding Credit Builder Card balance of $854.68 was returned to your Chime checking account ending in *****.
  
  Should you need help with anything else, please contact us at ***********************************. 
  
  Sincerely,
  Compliance Department
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩