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:05/08/2023

  Type:Billing 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.

  $2,000.00 was withdrawn from my Third Federal checking account on May 2, 2023 (checking account statement attached). My account on ********************** website shows $0.00 balance and $0.00 available to withdraw/transfer back to my checking account.Please help me get my $2,000.00 back from Save Better.Thank you.******************************* ******************** ************

  Business Response

  Date: 05/10/2023

  I spoke with our customer on Friday to let her know that her withdrawal would be arriving in her account by close of business today.

  She appreciated the outreach and we appreciate her business!

  Customer Answer

  Date: 05/16/2023

  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:05/01/2023

  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.

  On 4/6/23, savebetter mistakenly canceled my 27 month CD without my permission and charged me a penalty of $293. On 4/10, when I discovered and called them, they admitted their mistake and promised me to get refund of the $293 penalty within a week. (Please see email screenshot). After waiting for more than a week and not getting refund, I called them, and spoke to manager *****. He promised me on 4/19 that I would get a refund by 4/25, and will follow up with me (Pls see email screenshot). Didn't recieve the refund, or any follow up call. When contacted again on 4/26, 4/27 & 4/28, every time false promise was made, but haven't received the deposit yet. Because of Savebetter's mistakenly cancelling 27 month CD, my financial planning was abruptly impacted, lost interest for days, also faced numerous troubles when transferring money to external account. There were always delays in receiving fund to external account when they promise to get the fund within 3-5 business days.I want them to refund my $293 immediately.Thanks

  Business Response

  Date: 05/08/2023

  We did make the mistake that was asserted here by our customer.  While an internal request was made to compensate him for our mistake, a change in internal process delayed the payment.

  This payment has since been sent.  Please accept our apology for the delay!

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  Although I received the refund, I had to call many times, and only after submitting the complaint with BBB, the refund was issued. Very poor customer service. 
  Not expected at all. Can't recommend.

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

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Interest is supposed to accrue daily for the entire month. During the month of April, 2023 Savebetter.com discontinued the accrual of interest on April 27th/28th. Then on the 28th, they posted the finalized,or total interest for the month using the date of April 30th. In other words the final few days of interest (from April 28th thru the 30th)appear to have been 'chiseled' off. Interest is accumulated and held in an omnibus custodial bank account, which they apparently control. On April 28th they announced an increase in interest rates. It appears that this announcement was used in part to draw attention away from this chiseling away of interest....much the way a magician, who is performing a trick, might distract his audience so that they fail to notice the sleight of hand employed.

  Business Response

  Date: 05/08/2023

  Interest on all of the products offered through the SaveBetter marketplace accrues daily.

  Our product partners set the rates for their products, we do not.

  We will reach out to the customer directly to see if we can help him understand when and how interest posts.

   

• Initial Complaint

  Date:04/26/2023

  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.

  Last week Tuesday April 18th I requested a withdrawal and change of funding account. I submitted all requested documentation with *************I called back on Wednesday for a follow up and was assured that it would be completed by Friday at the latest.I called Monday April 24 and Tuesday April 25 and I was given the same runaround. I requested a manager to escalate and was told that manager ********************* was busy and they could not guarantee a callback.I have over $100k with this institution and need it for an emergency but cant get it back. I will keep calling and hope to reach someone with authority to get me my money.

  Business Response

  Date: 05/02/2023

  I reviewed our customer's interactions with our team.

  The customer provided us with all of the necessary documents to update their account on the 18th of April  After some internal dialogue, the change was completed for the customer on the 26th of April.  The customer has since made a full withdrawal of their funds.

  As we endeavor to complete these changes within 2-3 business days of receipt of all necessary information, this process took longer than it should have.  We apologize for any inconvenience as a result.

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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.

  1. It was never disclosed that accounts opened through them were not traditional bank accounts.2. There appears to be no one in **************** to answer phones. Emails to CS take days to be answered, if they are answered.3. I have been trying to work with customer Service April 2nd to change my linked two accounts. Everything they have requested has been done for days. As of this morning they have not changed the links and I have no access to my money.

  Business Response

  Date: 04/25/2023

  When our customer registered, he agreed to our Terms of Service which explain how our savings marketplace works.  These terms are attached to our response.

  Our average wait time for someone to answer a customer's call is less than 5 minutes.  This of course varies based upon attendance and breaks but I hope our customer has more luck reaching someone by phone in the future if he has struggled with this in the past.

  I reviewed our customer's account and his linked bank account has now been updated.  It appears as if there were some difficulties completing the identity verification component. We know that these steps can be a little inconvenient but we make the security of our customer's deposits our number one priority!

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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.

  CD Renewal Date Should Be April 16th 2023 and NOT April 17th 2023 please correct as soon as possible please also correct the Maturity Date To: May 16th 2023 and NOT May 17th please correct as soon as possible...

  Business Response

  Date: 04/25/2023

  Our customer spoke with **********************'s **************** team with concerns regarding missed interest.  During that call it was explained that he has earned interest for every day he has held the CD.

  At the end of his last call with the team he finished with "Sounds good.  I'm cool." which indicates to me that he now has an understanding of how the savings products offered on our marketplace work.  I very much hope he reaches back out to ** if this is not indeed the case.

  We appreciate the gentleman's business and hope to count him among our customers for many years to come!

  Customer Answer

  Date: 04/28/2023

  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:

  Missing one day of interest on my ***** Bank One Month CD is missing please fix this issue as soon as possible please thank you........ 
  

  Sincerely Yours,
  

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

  Business Response

  Date: 05/10/2023

  Our customer claims that they are missing a day of interest.

  Attached is the interest rate paid by our partner and the daily interest calculation for the CD purchased via rollover.  Our customer, like all of our customers, was paid 100% of the interest owed to them for their deposit.

  We would welcome any specific feedback on the matter if there are any further questions or concerns.

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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 Save Better around 3/23/23, and the system didn't complete my registration due to them not verifying my social security, I sent their customer service email to fix this issue, and they states their was down but that it should work now. I explained I am putting my correct ss#, I confirmed I have not moved in the last year, also confirmed that my ss# has not been frozen, and that I have never encountered such a thing. None of that troubleshooting worked, I also called their customer service on 4/3/23 and I spoke to ***** who removed my profile he stated that I would be able to add my information in 30 min, but again I kept getting the same error message that my ss# was not able to be verified. I called back today 4/5/23 and spoke to *** who told me their verification is done by a third party and there is nothing they can do. I asked her to escalate it to her supervisor or manager but she refused. Not only did I wait an hour to get someone, but their hours of operation are 8-3 pm (central time), it makes it really hard to reach them. I ended up having them cancel my account, I asked for an e-mail for confirmation of account closure, but have yet to receive it. Already experienced bad customer service I am sure I won't be getting this e-mail. My mom invested in them originally but will be withdrawing her money due to this horrible customer service and lack of being able to resolve this. Thank god this happened before I deposited any funds. Save yourselves time and energy and don't invest here.

  Business Response

  Date: 04/14/2023

  We appreciate our customer's feedback on this process!  While we are bound by the Patriot Act to assure that the Know Your Customer identification process is completed for each customer, we understand that some customers face challenges validating their identity.  This process is meant to foil bad actors but sometimes catches good consumers in the process. Our work to tune this process continues.

  Thankfully, the issues for this customer have been resolved as she has since completed her first deposits through our savings marketplace!

• Initial Complaint

  Date:04/03/2023

  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 just attempted to set up a high yield savings account with ************** The moment i set the account up with an initial deposit of ****** dollars, i am unable to log in to my account. I have tried everything, chatted with their bot, waited endlessly on hold on the telephone with no answer, all to no avail. I simply want to be able to log in to view my account and money. now i am terrified i will never be able to contact anyone or get my money back.

  Business Response

  Date: 04/05/2023

  The customer emailed ********************** **************** at 1:07 PM requesting that his deposit transaction be cancelled.  He received a response 95 minutes later confirming that his request for cancellation had been processed.

  Unfortunately the customer was unable to log in due to a technical issue that was resolved later that afternoon.  We hope that he reconsiders and uses our service in the future.

• Initial Complaint

  Date:03/28/2023

  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.

  I cannot login to my ************** account. I have CD accounts with 3 separate institutions with a total of over $1 million total with **************. The CD's thru ************** are with ****** *** and ***** Bank and Western Alliance. When I attempt to login it says "Wrong email or password" when I know the information I am entering is correct. I When I attempt to reset my password I get the following message:"Weve received a request to reset your password for the SaveBetter account associated with ************************ this time your password can only be reset by an administrator. Please call our **************** team at *******************. If you did not initiate this request, please immediate email us at *********************************** connect with us via live chat on **************, or call ***** ******** ******.Sincerely,The SaveBetter Team" I need access to my accounts to withdraw funds right away. I need to be able to login to my account.

  Business Response

  Date: 03/28/2023

  SaveBetter **************** was informed by our customer that he could not log in via email after 8:00 PM Eastern time on Monday 27March.  The two emails he sent us on this matter received responses from us prior to 9:30 AM Eastern Time the following morning and asked him to call and validate his identity.  When he spoke with someone shortly before Noon today, his account was unlocked and he successfully logged into SaveBetter.

  We consider this matter as having been promptly and effectively handled by our team and hope our valued customer shares this sentiment!

• Initial Complaint

  Date:03/07/2023

  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 created an account with SaveBetter.com on 3/5/2023 thinking that I was opening up an account with *********************. They set their website up to look like you are making an account with Western alliance and not Savebetter. After I entered all of our personal information, I was unable to login with *********************. They required you to do an account verification using a code sent to your cell phone. When i went to send the code the only phone number options were 2 numbers that were not my numbers. I never entered this information wrong. Upon further research, I found that by creating an account through them, you do not even get a banking number or account through Western alliance. They take your money and pool it with other customers money on their platform and you supposedly get a high (****%) interest rate. At no point in the process of setting up an account on their website did they disclose that they were a separate entity from western alliance. I attempted to call them but couldnt get through for 2 hours. This company seems extremely fraudulent. Now they have all of our information, bank account, and SS numbers. I wish to close my account but there is no option to do so on their website and I can not reach a real person. I only sent over $1 to my account with them as a test transfer, but even so they now have access to our bank account with a large amount of money in it. Now I need to completely close out my original bank account. I wish for all of my information to be deleted from their records.

  Business Response

  Date: 03/14/2023

  Prior to making her test $1 deposit on our site our customer needed to:
  - Create a username/password on a SaveBetter-branded webpage
  - Complete an application
  - Agree to SaveBetters Terms of Service
  
  We make it very clear to customers that we are a separate entity from our institutional partners.
  
  We have, at the customers request, restricted access to the account she created.  We still have her $1.00 initial deposit which we would be happy to return to the bank account she used when she opened her account.  If she wants to change her linked bank account she will need to provide our **************** team with that information so that she can update this account.  We will, as we communicated to her directly in writing, delete her personal information from our system as soon as we are legally able to do so.