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:05/28/2024

  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.

  I am not liable for this debt nor account with **********************/WEBBANK. I do not have a contract with CLEO/WEBBANK they did not provide me with the original contract as I requested.

  Business Response

  Date: 06/11/2024

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

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 28th, 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 are not liable for any debt or account with ********************** or our partner,WebBank. You further stated that you do not have a contract with Cleo or WebBank, and that you were not provided with the original contract after you had requested it.
  

  According to our records, you created an account June 7th, 2022 and started a Cleo Plus subscription on June 8th, 2022. On August 21st, 2022, you upgraded to a Cleo Builder subscription and subsequently applied for and were approved for a Credit Builder Card. At this time, you agreed to our E-Sign Agreement and electronically signed our Cardholder Agreement, which can be located on our website.
  

  Our records also indicate that during this period, you used the payment methods connected to your account to repay the six cash advances you received as well as your subscription fees. On October 21st,2022, you repaid your final cash advance and subscription fee, and on November 21st, 2022, you closed your Credit Builder Card and canceled your Cleo Builder subscription. Note that upon card closure, there was no outstanding balance.
  

  On May 16th, 2024, you contacted **************** to dispute ownership of the Cleo account. Your claim was then thoroughly investigated, and on May 28th, 2024 one of our fraud specialists informed you that based on the available information, we were unable to identify any inaccuracies in the information reported to the Credit Bureaus.
  

  Upon receipt of your complaint, an additional investigation into this account was conducted. As of June 5th, 2024, we cannot identify any evidence that your account was fraudulently opened, nor have we found any inaccuracies in the data reported to the Credit Bureaus. We also do not have any record of you contacting Cleo to request a copy of any contract.
  

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

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:05/16/2024

  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.

  Hello,I am requesting a refund of the 'monthly' fee for using this app as I have cancelled the app and closed my accounts within 7 days of opening. I am requesting this one time refund as I will no longer have association with CLEO *** or their monthly services.

  Business Response

  Date: 05/24/2024

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

  Cleo is in receipt of your complaint referred to us by the Better Business Bureau dated May 16th, 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 are requesting a one-time refund for your Cleo Plus subscription payment and that you have closed your account within 7 days of opening.
  

  According to our records, on May 10th you signed up for Cleo Plus and shortly thereafter requested a cash advance. You then canceled your subscription on May 15th.
  

  As stated in our terms and conditions, even if an account is closed within 7 days of opening, Cleo subscribers are not eligible for a subscription refund if they have requested a cash advance. Note that because you have canceled your subscription, you will not be charged further.
  

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

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 05/30/2024

  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 it is predatory. You do not make this clear when taking the first advance. You are being predatory charging immediately and saying in the charge that you can cancel in 7 days but do not say you cannot take an advance and pay it back within those 7 and not get a refund. That is predatory prompts in your app. 
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 06/10/2024

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

  Cleo is in receipt of your response to our reply, referred to us by the Better Business Bureau dated May 31st, 2024. Cleo takes customer complaints seriously and strives to resolve all issues in a fair and equitable manner.
  

  In your response, you stated that Cleo has not addressed your concerns, as it was unclear that requesting a cash advance makes users ineligible for a subscription refund.
  

  We greatly apologize for the confusion. As a gesture of goodwill, we have successfully refunded you for your subscription charge.
  

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

  Sincerely,
  

  Compliance Department 

  Customer Answer

  Date: 08/11/2024

  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:05/07/2024

  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.

  In march 2024i had my SSI transferred to Cleo, as I was under the impression it was a regular checking account. It was big and I spent a total Of $500 in fees trying to MoneyGram myself my ssi just to pay my rent! So I switched the bank to chime and closed the Cleo builder card. But social security didnt see the change in time and swnf my ssi to The closed account. It started pending on April 28th and i was initially told that I had to wait j til it was done pending and they would simply kick it out to my connected Chime account. I was told it would be done pending Friday, May 3rd. Friday rolled around and there was no update. I have called every online number I could find, I have sent countless emails and I get a different person each time and they all Say the same thing this happened because it was deposited I go a closed account. I KNOW this!! I want my money.. on Friday at 7pm I was finally Told I had to wait until Monday. And today, Monday, I am ignored ALL day and then told I will have to wait until tomorrow I am just at the end of my rope with all of this. I have no food in my fridge, my bills all now have late fees and I still have no idea when Ill get my paycheck Im going to be homeless if it goes much longer as my rent is now a week late I wouldnt recommend Anyone use Cleo! Horrible customer Service and no one will call you or make it possible to talk to anyone and no one will tell you when you will have your money

  Business Response

  Date: 05/21/2024

  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 you were unable to recover Social Security Income sent through Direct Deposit because of an issue with a pending closure of your Credit Builder Card. You further explained that you had contacted our Customer Support team about this issue but were unable to resolve the matter in a timely fashion.
  

  We have escalated this issue internally and can confirm that on April 25th, card closure was initiated due to nonpayment of your subscription fee for 90 days; however, due to pending transaction disputes on your Credit Builder Card, the closure process had been prolonged, which in turn had blocked the addition of your direct deposited funds to your security deposit.
  

  We have since resolved the issue and can confirm that as of May 16th you have regained access to the deposited funds. We greatly apologize for the inconvenience and have added an additional $250 to your Credit Builder Card.
  

  If there is anything else you need help with, or if you wish to close your Credit Builder Card, please contact us at ************************************
  

  Sincerely,
  

  Compliance Department 

• Initial Complaint

  Date:05/07/2024

  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.

  Cleo has taken my direct deposit and wont return it after my account was closed . I want my money back asap please m

  Business Response

  Date: 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 Department 

• Initial Complaint

  Date:05/01/2024

  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 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

  Date: 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 Department
  
  

• Initial Complaint

  Date:04/30/2024

  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 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

  Date: 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 Department
  
  

• Initial Complaint

  Date:04/17/2024

  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 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 account

  Business Response

  Date: 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 Department
  
  

• Initial Complaint

  Date:04/15/2024

  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 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 Answer

  Date: 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

  Date:04/15/2024

  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 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 $10,000

  Business Response

  Date: 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 Department
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  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

  Date: 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 Department