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:02/13/2024

  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 contacted Raisin to request my account be closed, but notified them that the account on file (the "reference account") is closed, and that I would need the funds left in the account sent to me via check to my address on file. They said they cannot do that, and said the funds must be sent to the reference account. I asked to update the reference account with an account that is still open, but they informed me it can only be done 60 days after the first deposit. After insisting they provide a resolution, they said I must deposit funds into the Raisin account from the account I wish to designate as the new reference account in order to make the change, which I find unduly onerous. Because I am unable to receive the funds from my Raisin account after closing it (since the reference account is also now closed), I feel as though the bank is requiring me to keep my account open, when they can very easily send me a check for the account balance to my address on file.

  Business Response

  Date: 02/22/2024

  A manager has reviewed this customer's concerns.

  We would be happy to help our customer receive whatever funds they have remaining with Raisin's banking partners.  While we understand that our customer would like to receive their funds by check, this is not a payment option through Raisin's marketplace.

  As the account the customer has linked with ********************** is closed, we have extended an offer to our customer to make an exception and effect an immediate change to their linked banking.

  In order to make this change we require the customer to perform an additional identity verification.  This security measure insures that our registered customer is the individual whose instructions we are following. 

  Once completed we will return the remainder of our customer's balance via ACH transfer within 3 business days.

• Initial Complaint

  Date:02/09/2024

  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.

  Raisin has repeatedly advertised a Referral Bonus program in which both the referred and referring party receive a bonus for new accounts. First of all, Raisin offers customers no transparency to track the status of their referrals. Secondly, I have had to reach out to Raisin to initiate trying to get payment for referrals made. Thirdly, Raisin made me attach copies of my bank statement from my connected third party bank account to PROVE that I had not received the bonus that they never paid me. Even after providing this documentation, they then asked me to provide all of the email addresses for the people I had referred (Raisin should have these on record!). And despite providing all of this information, Raisins customer service agent notified me in an email reply on January 22, 2024 that my referral bonus has been added to our payment list, and is still waiting approval. I will let you know of the result when I hear more. Thank you for your patience. It has now been another 2+ weeks since that email and I have not heard anything nor have I received the bonus payout.Please investigate them for deceptive advertising practices and not following through as advertised on this referral program.

  Business Response

  Date: 02/16/2024

  A manager investigated this customer's feedback on our system that remits referral bonuses to our customers.  While we did attempt to credit our customer for this bonus, it was not completed successfully by our payment system.  A further investigation uncovered a technical shortcoming which we have since remediated.  A new credit has been initiated to the customer.  We expect that they will receive it within the next 2 business days.

  A manager called and emailed the customer directly to provide this update.

  Raisin cares deeply about our customers and believes fully that we need to meet all of the promises we make to our customers.  We thank our customer for the feedback that helped us improve the experience for all of our customers in the future.

• Initial Complaint

  Date:02/02/2024

  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 deposited a large sum of money into a high yield savings account through ********************** in November. My original external linked account associated with my trust was closed as all the funds had been transferred to Raisin. On December 16th I asked to assign a new external account so I could withdraw some of my funds. However, since December 16th they have been unwilling to allow me to assign a new external account or withdrawl my funds or tell me how I can withdraw my funds. I have to spend an hour on the phone to get someone to answer and they just tell me things are in legal and it will be more time. On 1/9 they said it would be up to 2 weeks (3 weeks ago now). 3 days ago they said it was approved and would process in 48 hours. Now they say another person in legal needs to sign off on it but won't give me a timeframe.

  Business Response

  Date: 02/13/2024

  A manager reviewed this customer's concerns.

  When customers register with Raisin, it is with the expectation that the linked bank account will be in their name.  When a customer uses a trust account, our first request is that they withdraw out to an account named for the same trust.  When this cannot be completed, we need an exception from our legal and operations teams in order to complete the requested change.  This is because we are allowing a change of ownership across our marketplace which anti-money laundering controls require we avoid at all costs.

  We are aware that this process takes longer than our customers would like.  We are working hard to drive improvements to help expedite these cases for customers in the future.

  In the end, the change was made for our customer and they were notified of the completed request via email on February 2nd.

• Initial Complaint

  Date:01/19/2024

  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 tried logging into my account before, but am told the password is incorrect. I use a password manager so I know the password is correct. I am able to successfully reset the password, update my password manager. I am able to login with the new password a single time. Any attempts afterwards say my password is incorrect. I went to reset the password again, but am notified that I cannot change it and need to contact support. I have went 3 emails to support over the past month, called multiple times, and am yet to receive a response. It is impossible to contact support. A large sum of money has been inaccessible for over a month.

  Business Response

  Date: 01/24/2024

  We were concerned about our customer's inability to access ********************** and reached out to see how we could help.

  In short order we were able to restore our customer's access.  We were also able to confirm our ability to receive emails from them in case they have any questions down the line.

  Our customer indicated their satisfaction with our response and we consider this matter resolved.

• Initial Complaint

  Date:01/16/2024

  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 opened an account with **********************, I hesitated because I couldn't speak to anyone and it is my money, after all. I deposited funds then tested the deposit and withdrawal. It took longer than I'm used too, and I wanted to only receive statements online. I reached out again via email (took days for a response at first) to change my address. I did not feel comfortable sending my drivers license to just any random link. So I requested to close my account I was told to withdrawal funds and the account would be "dormant" that is not the same. I want it closed. Why is it so hard.

  Business Response

  Date: 01/24/2024

  We are sorry to see that our customer has decided to close their account and was unhappy with some of our processes.

  We can confirm that the customer's funds have been returned to their bank account and their savings account through ********************** has been closed as they requested.  A manager reached out to the customer to confirm that this process has been completed.

   

• Initial Complaint

  Date:11/13/2023

  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 setup a online savings account using ********************** (attached). I can deposit money into the account but I can not withdraw, Raisin claims the external account cannot be located, which doesn't make sense to me since I can deposit money into that account. I'm getting emails requiring me to scan my personal info into an app and provide my banking info which sounds sketchy to me. I've tried to contact them directly but I can't get through. I just want my money back.

  Customer Answer

  Date: 11/14/2023

  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:11/07/2023

  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 closed out a no penalty CD last week on 11/2. The trouble is when I go to my account, the only record of my withdrawal is historical and it keeps saying pending, which is understandable - at this juncture - , BUT the problem is that the date CHANGES and is always the present day when I look it up, not the actual day I made the withdrawal (completely suspicious). It appears that I won't be getting my money back unless I seek help. They state three business days to process a withdrawal, but if they keep changing the withdrawal date to the present calendar date, obviously this can go on forever. So, I am going to close out the other account I have with them, but now I am thinking I am never going to see any of this money again unless I involve authorities who can force them to comply. I'm not sure if I have to go through ************** channels to alert authorities to this unethical practice, whether intentional or not. Finally, of COURSE, they do not ever answer their phones - I've tried! Holding for over an hour at times - yes, multiple. Please help. BTW, your desired resolution selections don't account for getting my money back from my account, but that is obviously what I want.

  Customer Answer

  Date: 11/07/2023

  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.
  Regardless of the glitches on Raisin, they did deposit my money in my account today. I still don't know why the withdrawal date kept changing, but in the end, they did come through and it didn't take a long time. So, I guess it is a small glitch - that did cause a lot of worry :( . I hope they fix it!

  Thank you!

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

  
  

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to start a relationship with Raisin however after I established an initial account as I read thru the disclosures, some questions popped up. So I had to call in to confirm that several issues would make it difficult to do business thru Raisin, hence I decided not to fund the account and want to have my personal information scrubbed from their servers to protect my safety. Specifically, you can only link one account to ********************** which does you no good if you're trying to get rid of the account you're funding it from and link another (which you wouldn't be able to do for AT least either 60 or 90 days, I forget which!). Now I'm in a quandary where a 3rd party company has my most personal info (dob, ssn) which is my information to have, hold and protect. Yet now they're holding it hostage on their servers and not telling or giving an option on how to remove.No one could answer how long their record retention policy is. I called and spoke to ******** who I guess just wanted me off the phone so he said his supervisor would call me back...no one ever did. This company can't be trusted with money if they can't be trusted to give straight forward information.

  Business Response

  Date: 11/01/2023

  A manager has reviewed this consumer's concern and is in active dialogue with the consumer on this topic.

  In general, the customer service team takes requests from consumers on this topic and alerts them that they will be reviewed and completed to the extent we are legally able to do so.  This is because consumers at different steps of the registration and purchasing process in different states can have different criteria applied to them.  A front-line customer service agent is not equipped to perform the requested analysis.

  When a customer applies for an account with **********************, they agree to these terms of service:
  

  *******************************************************************************************************

  They refer to our Privacy Policy:

  *********************************************************************

  We are actively working with our legal and compliance team to determine the specifics for this customer's situation. 

• Initial Complaint

  Date:10/16/2023

  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.

  Requested to update bank account linked to ********************** over two weeks ago. Their reluctance to proceed with the request made money unaccessible. Now they simply do not respond to my communication.

  Business Response

  Date: 10/23/2023

  A manager reviewed this customer's concerns.

  We attempted to connect with this customer via phone and email to gather the necessary documents to validate their identity and account ownership.  In the end, they decided to withdraw their funds out to the account they already had linked with us.  We consider the matter closed unless we hear back otherwise from our customer.

• Initial Complaint

  Date:09/25/2023

  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.

  Raisin is not allowing access to customers own money. I cannot link an account to my transfer any money.

  Business Response

  Date: 09/25/2023

  A manager reviewed this customer's complaint.

  On 9/11/2023 the customer emailed asking to change the bank account.  After a few emails exchanged with customer service, the customer received instructions needed in order to help him update his account on 9/14.

  We heard back from the customer on 9/24 but by then, one of the links in his original email had expired.  New instructions were emailed to him earlier today, 9/25. Once the customer fulfills our requirements, their account can typically be validated and updated within a few business days.