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:01/03/2025

  Type:Sales and Advertising 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 downloaded Cleo AI, and when asked to put in my card information, I was told my bank did not work with the company, and I could not use their services. That was fine, I never even signed up for a service, so surely I can just undownload the app and move on, right? I noticed on the 2nd that a charge for ***** had come out of my bank from Cleo AI, which I didn't even have on my phone or ever sign up for. I re-download, and just want the charge to be reversed and not to happen again. **************** did absolutely nothing except tell me tough luck and they can't reverse anything. They said since I had signed up for multiple months, they can't do anything. I DID NOT SIGN UP. I had been charged ***** against my knowledge or consent in November as well, so now 30$ has been charged over a service I do not want and cannot use. I just want the charges refunded, and instead all I get told is how they can charge my bank but can't reverse it. If this is not resolved, I am at the understanding of the company this is simply an unlawful and immoral scam that should not exist let alone be on the app store.

  Business Response

  Date: 01/10/2025

  Dear ********
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated January 3, 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 opening a Cleo account you were informed that your payment method could not be used to receive a cash advance. You further stated that you received multiple subscription charges and are requesting to be refunded for a subscription that was initiated without your authorization.
  

  Our records indicate that on November 2, 2024, you subscribed to Cleo Builder and generated a Credit Builder Card. On November 17, 2024, you contacted **************** for assistance with requesting a cash advance, and **************** explained to you why your connected payment method could not be used to receive a cash advance.
  

  Subsequently, on January 2, 2025, you reached back out to **************** after you received another subscription charge, and **************** helped you to cancel your subscription. They also explained that you were not eligible to be refunded for any subscription charges as the grace ****** had passed and you had generated a Credit Builder Card. This is in accordance with the refund policy outlined in Cleos Terms and Conditions.
  

  Please note that cash advance payments and subscription payments are processed differently.Additionally, if you believe there has been unauthorized activity on your Cleo account, you may file a dispute with the bank issuing your linked card.
  

  Because your subscription is canceled, you will not be charged further. Should you need assistance with anything else, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:12/31/2024

  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.

  Deceptive marketing practices. I was told that I would get a higher amount each time I paid my cash advance on time. I've paid several times and it keeps getting lower. I want a refund of the subscription I've paid.

  Business Response

  Date: 01/08/2025

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated January 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 that repaying your cash advance on time would increase the amount that you qualify for on future advances. You further stated that you are requesting a subscription refund.
  

  Our records indicate that you subscribed to Cleo Plus on November 27, 2024 and received numerous cash advances in the following weeks. On January 1, 2025 you canceled your subscription, and then elected to resume the subscription on January 3, 2025. You requested and received a $40 cash advance later that day.
  

  Please note that cash advance eligibility takes into account many factors. While repaying cash advances on time can positively impact eligibility, cash advances are subject to eligibility requirements and are not guaranteed per Cleos Terms and Conditions.
  

  Please also note that we are unable to refund any subscription charges given that the grace ****** has passed and you have received multiple cash advances. This is in accordance with the refund policy in Cleos Terms and Conditions.
  

  Should you need further assistance with the cash advance feature, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:12/26/2024

  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 have had many issues dealing with the Cleo apps customer service. They continuously give me the run around on an issue that is completely their fault. I tried to remove a deactivated debit card from my Cleo account & replace it with my new card. It failed multiple times so I reached out to customer service. It took 2 days before a representative reached out to me. I asked them to just remove the old card from the app & add the new one. They tell me the new one is on there (despite it not showing up on my end). I then asked them to remove the old card. They respond to me hours later letting me know they removed BOTH cards despite my asking them to only remove the old card. Now Im being told that since they accidentally removed the new card I will not be able to add that card for 30 days. I was charged a membership fee as well. If they cannot actually resolve this issue and re-add the new card that I specifically asked them not to remove then Id would like a refund of fees paid and to cancel my membership.

  Business Response

  Date: 01/03/2025

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated December *******. 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 frustrated with the quality and timeliness of customer service provided after reaching out for assistance with updating your connected payment methods in the Cleo app. You further stated that after **************** accidentally removed both of your linked payment methods, you were informed that you would be unable to connect them back to your account for 30 days. You also received a subscription charge and are requesting a refund if the matter cannot be resolved.
  

  Our records indicate that on December 24, 2024, you subscribed to Cleo Plus for $5.99 and reached out to **************** for assistance after you had difficulty updating your payment methods in the app.On December 26, 2024, **************** explained the nature of the issue with your initial payment method, advised you to connect a different card to your account, and proceeded to help you remove the payment method that failed to link to your account. Later that day, you noted that following this you still encountered an error when attempting to add your new payment method. **************** also informed you that users must wait 30 days to resume using any recently removed payment method.
  

  Upon review, we can confirm that after you requested deletion of your initially linked payment method,**************** erroneously removed the second payment method you attempted to connect to your account, triggering the 30-day block on reconnecting that card. We apologize for any inconvenience this may have caused.
  

  Subsequently, on December 27, 2024, you canceled your Plus subscription, and **************** followed up with you to confirm that a refund had been issued for your subscription charge.
  

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

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:11/13/2024

  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.

  I canceled my subscription. When i tried to revoke access to my account it was impossible to do. I tried to delete my checking account and it would say it was deleted then when I went back on the app my checking account info was back on there . Please look into this. They keep your checking account info and tracking even when you delete it . I want investigation on why after customer deletes checking account and revoked access they still have info and are still tracking my bank account. I want my account off of there app.

  Business Response

  Date: 11/20/2024

  Dear *********,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated November *******. 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 deleting your banking information in the Cleo app and are revoking ACH authorization.
  

  According to our records, on November 13, 2024, you contacted **************** to revoke ACH authorization. **************** successfully processed the revocation on the same date and confirmed that this had been done, and that you would not be charged further.
  

  Please note that the terms concerning ACH revocation can be found in Cleos Terms and Conditions.Should you need assistance with anything else, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The issue I kept having was after I deleted my bank info on the app when I clicked back on to make sure it was deleted my bank info popped back up as if it was not deleted. The information was still being saved without my consent. Today when I checked on the app it says Truist disconnect instead of my bank info still on there. That was a concern that even when I disconnected over and over all I had to do was sign back in and my bank info was still on there. It looks like after being reported it has changed . Now I don't see my bank info only a request to reconnect. I hope the company doesn't do this to others and save bank info when customer revokes and deletes bank info.

   

   

   

   

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

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

  Business Response

  Date: 11/27/2024

  Dear *********,
  

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

  In your response, you reiterated that you were unable to delete your payment method in the Cleo app,though this has since been resolved.
  

  Our records indicate that you opted to hide your banking information in the Cleo app, therefore the information remained visible to you.
  

  Should you need assistance with anything else, please contact us at [email protected],
  

  Compliance Department 

• Initial Complaint

  Date:10/15/2024

  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.

  On 10-11-24 I added 265.00$ to my credit builder are at the Dollar General in ****************** it went through I got the receipt the money never made it to my card I went back to the store and they said if the card didnt work it wouldnt let her move on to the next person and it did I messaged Cleo and they said at first it would take 2 to 3 business days to show then told me you can not add money to the credit builder card at a store well it went through I have the receipt Cleo said they have no trace of my money and dollar general wont give me my money back because it went through like I said I have the receipt and screenshot of my account showing the money never went through

  Business Response

  Date: 10/29/2024

  Dear ******,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated October 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 attempted to add funds to the security deposit of your Credit Builder Card via a third party, though this was not reflected in your cards balance. You further stated that you had provided **************** with a receipt but were informed that Cleo has no record of this transaction.
  

  According to our records, on October 12, 2024, you contacted **************** for assistance regarding a transaction that took place at ************** on October 11, 2024, where you attempted to add funds to your Credit Builder Cards security deposit.
  

  On the same day, **************** informed you that we do not have any record of this transaction.Additionally, we informed you that funds can only be added to your security deposit through the Cleo App, and suggested that you contact Dollar General for additional assistance as they are the party in receipt of your funds.
  

  As **************** informed you, ********************** has no record of this transaction, as it is not possible for Cleo to receive any funds for such transactions that are initiated outside the app. Moreover, funds can only be added to the Credit Builder Cards security deposit through the Cleo app or via Direct Deposit. Therefore,we strongly suggest that you contact ************** to recover the funds.
  

  For more information about adding funds to your cards security deposit, please visit our FAQ page at ***********************************************************************************************. Should you need help with anything else, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:10/11/2024

  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 dispute because last month they took a extra 40 for my Bank and then now they say I didn't reply my advice that it's over dou of 70 days and going to change me a other 40 next month when I have the screenshots that I paid that advance in full and the help it no help at all

  Business Response

  Date: 10/24/2024

  Dear ******,
  
  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated October 11, 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 disputed a $40.00 Cash Advance repayment because you believed you already repaid that cash advance. According to our records, between January 26, 2024 and September 25, 2024, you requested, received, and repaid a total of 6 cash advances, each in the amount of $40.00. On September 20, 2024, you disputed the $40.00 repayment made on August 2, 2024. This resulted in an automatic block of your Cleo account.
  
  On September 25, 2024, you reached out to **************** to inquire about the block on your account. At this time, our fraud team requested additional information from you, however you did not provide the necessary details to our team. Our team also verified that you have been charged accurately for each advance received. 
  Please contact us at *********************************** for further guidance on resolving your account block and clearing the dispute in question. 
  
  Sincerely,
  Compliance Department
  
  

• Initial Complaint

  Date:10/02/2024

  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.

  On the 27th of September at 12:35 p.m. that was a subscription that was purchased and there were requirements that had to be met in order to borrow or get money or a loan from the online app of Cleo and after not receiving the loan or was stated that I did not qualify for a loan when I had provided all of the requirements to obtain a loan I was denied so I contact the customer service of ********************** in the app and I was told that I did not meet the requirements of getting a refund of my money which it has not been 5 days since the subscription was paid for and neither had I received the debit card from Cleo so I basically sent a snapshot to them of the payment that was paid in the amount of $14.99 for the subscription it was my receipt where I had paid for the subscription I was emailed back from one of the customer service representatives and I was told that I was not eligible or I did not qualify to get my refund back so that is why I am filing a claim here with the Better Business bureau to receive my money back into my account for a subscription I never used nor did I receive a card from them and they are refusing to refund my money back into my account

  Business Response

  Date: 10/04/2024

  Dear ********,
  

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated October 2, 2024.Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your complaint, you stated that after you subscribed to Cleo Builder, you learned that you were ineligible for a cash advance. You further stated that after contacting ***************** you did not receive a refund for your subscription charge as requested.
  

  According to our records, on September 27, 2024, you subscribed to Cleo Builder for $14.99 and applied for a Credit Builder Card. Later that day, you contacted **************** for assistance with canceling your subscription and requested a refund for the subscription charge. That same day, **************** canceled your subscription as requested and informed you that you were ineligible for a refund, as you had generated a Credit Builder Card. This is in accordance with the refund policy in Cleos Terms and Conditions.
  

  Please note that cash advances are subject to eligibility requirements and are not guaranteed per Cleos Terms and Conditions. Please also note that because your Builder subscription was canceled, you will not be charged further.
  

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

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My complaint has not been resolved I would like to have my money back because I did meet one of the requirements in which was I cancel before the 7 days was up so I should be entitled to something if not all of my payment for the subscription

   

   

   

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

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

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello this is ******** ****** and I have not received any resolution for the filed claim of the transaction fee of $14.99

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

  Business Response

  Date: 10/31/2024

   Dear *********
  

  Cleo is in receipt of your recent correspondence regarding an original complaint referred to us by the Better Business Bureau, dated October 25, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your response, you stated that your complaint has not been resolved as you have not received a refund for your $14.99 subscription charge.
  

  As outlined in our previous response and in your communications with Customer Service, you are ineligible for a subscription refund because you generated a Credit Builder Card. This is in accordance with the refund policy in Cleo’s Terms and Conditions.
  

  Should you need anything else, please contact Customer Service at ******************

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

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

  Business Response

  Date: 09/30/2024

  Dear ******,

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

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

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

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

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

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

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

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

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

  Business Response

  Date: 09/25/2024

  Dear *****,
  

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

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

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

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

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ***
  
  
  
   
  
  

• Initial Complaint

  Date:09/11/2024

  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.

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

  Business Response

  Date: 09/23/2024

  Dear *****,
  

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

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

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

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

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

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

  Sincerely,
  

  Compliance Department