ComplaintsforVola Finance Inc.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I continue to be billed on my card ending in **** for 3 transactions of *****. While not expensive, the service was canceled FOREVER ago. How is it acceptable to be charging me for services when not only the refuse to answer why I can't use their advance service for example so I surely would not be paying to have an account there. Because I'm not even a member receiving services = Not liable for payments to Vola. And any that have been or continue to be charged are fraudulent and my bank will refund them by reaching out to Vola for the funds. I am happy to pursue a lawsuit for this and go after further compensation for illegally charging my credit card because that's fraud fyi. There may be more Vola charges those are just three I see on ****. My other card may have some but have to further investigate.

  Business response

  11/06/2023

  ******,

  I am sorry you have had trouble in the app. Please note that you can cancel; the service at anytime within the app if there is not an active advance. Directly on the settings page...

  
  We have revoked credit card authorization from your account and emailed you, perhaps our reply landed in your spam folder.

  
  At Vola we strive to help our customers and we are sorry you had a bad experience, If you'll allow me, we happy to make a full refund into your account, please email me directly at ************************************ with the account information and ill personally handle this claim.
  Again, our apologies.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent multiple emails emails to revoke my ACH with this company. I did this per their terms and conditions yet they do not respond and there is no phone number. If they do not respond that they have revoked my ACH, and/or refunded my money if they made an unaithorized withdrawal, I will reach out to file a class action lawsuit against them as they are violating legal obligations to customers. As I read the complaints this seems to be a common issue with them.

  Business response

  11/06/2023

  ******,

  I am sorry you have had trouble in the app.

  We have revoked ACH authorization from your account and emailed you, perhaps our reply landed in your spam folder.

  At Vola we strive to help our customers and we are sorry you had a bad experience, If you'll alow me, we happy to make a full refund into your account, please email me directly at ************************************ with the account information and ill personally handle this claim.

  Again, our apologies.

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They claimed i would recieve my $175 before 12pm if i requested on a business day before said time, yet for the second time VOLA has failed to deliver my funds and had thus Inconviencee me greatly.

  Business response

  01/26/2024

  ******,

  I'd like to apologize for the issue that you experienced.

  Sometimes if your bank does not enable for real time transfers and the request was priginated after 4 or 5PM the funds will hit your account on the next day.

  If you'll allow us, we'd like to remind your subscription fees for the month. Please contact me directly at ******************************* can I can process this for you.

  Again, our sincire apologies.

  Regards.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I would like to start off saying I have been using vola for over a year and this service almost never gives me any problems and im happy to have it. With that being said I have ran into a couple problems lately that are beyond frustrating. Over the last 4 months I have built up my vola score or points twice to be able to upgrade me tier level from sapphire to diamond witch is an upgrade of 2 levels witch should have allowed me to borrow $225.00 from $140.00 and charged me $19.99 from $14.99 for new subscription but both times I get to the end of setting up my new tier level and confirm the change and at the last **** second it conviently crashes the app and screws you over in an attempt to take back all your progress each time it tanks my vola score well below the threshold I need to upgrade and puts me back at sapphire as if nothing happened and Im just screwed and no ryme or reason destroying my work day and making me beyond ****** off. Customer support won't even answer the question just play dumb and answer as if in asking what I have to do to upgrade witch just ****** me off more since it's so demeaning. There is no way to know the higher tier levels names and amounts unless you qualify for them so don't feed me the *** you don't know and undermine me this will be the second time it's happened so it's more than likely a failsafe to prevent certain customers from upgrading even if they have the score and new subscription fee witch would be illegal since I see nothing of the sort in the terms and conditions.

  Business response

  09/20/2023

  ******,

  First of all thank you so much for being a logn time vola customer, we really appreciate your business and feedback.

  I am terribly sorry about the issue you are facing, we have checked internally and it appears to be a glitch/bug in the version of thr app you were suing... We are working on it internally and should have it resolved soon. As a token of appreciation for helping us find this bug, we'd liek to offer you a $200 cash rebate, if you can contact me directly at ************************************ I can set that up for you and have it sent to your bank account.

  Looking forward to hearing from you, and thanks again for your business.

  Regards,

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to unsubscribe my debit checking account and the app wont let me unsubscribe. I have emailed them about it over 12 times in the past 8 months with no response. I believe they are purposefully draining my account in low to medium increments as if I wont notice. I do not owe them anything I just dont wont to do business with them or pay a monthly fee for a service I dont want or use. I recently had to close my checking account and get a new debit card just because they wont respond to my requests to cancel the subscription!

  Business response

  09/20/2023

  **********,

  I am sorry for the inconvenience, ouir customer servide team attempts to get back to customers within 48 hours, I apologize if it took longer than usual. I can assure you we are not ignoring you nor are does Vola try to be unresponsive.

   

  Users can unsubscribe directly from the app as long as they dont have an active advance, I took a look at your profile and it looks like that was the case...

  
  If you can please email me directly with the issue, I can provide you a full refund for the fees and any additonal fees we might have caused.

  
  My email is ************************************ and I am a customer service manager @ **********************.

  
  I will be in the lookoit for your email.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made 2 attempts to try to reach this customer service department in resolving a matter of extension for my loan payment. Their system is supposed to allow me to do so within ten days of repayment. It is not functioning in that manner. This is an urgent matter.I believe that they are ignoring my request for help with assistance regarding this matter.

  Business response

  09/05/2023

  Hello,

  I apologize for the issue you are facing, I can assure you we are not ignoring you. Our customer service team got over saturated this long weekend and was unable to get yo your ticket number promptly.

  I can happily issue a remind for any fees created and reimburse you for the monthly subscription, If you can please email me directly to ************************************ referencing this BBB matter in order to proceed.

  Many thanks, and again our sincere apologies.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company does not return emails and the phone number listed in not valid. I have taken out several loans from them In the past with no issues. Recently I tried to take out one and it keeps making log in saying problem with bank transfer, wanting me to capture my ID which I did and then ask my verify but never did. I deleted the App and started over and the same thing occurred again. I want an answer or cancel my subscription

  Business response

  08/15/2023

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

  We appreciate your previous business a lot and I am sorry you experienced troible.

  My name is **** and I am a manager at Vola Finance.
  
  We take complaints very seriously and I am very sorry you had issues in the platform, Our mission is to be of service to our customers and I am sorry if we have failed you.
  

  This being said, apart from our sincere apology we will issue you a full refund of the subscription fees and would love to get you back on the platform with a full free year. Please email ************************************ a copy of this email in order to process the refund.
  
  I hope I was helpful.

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 22,2023 I emailed Vola revoking all authorization to debit my bank account via debit card or ACH for all future payments or fees. I have sent 6 emails and none have been answered . They took ***** out if my account on July 25th. They are refusing to answer and continuing to charge my bank account. I will old like ***** refunded and all charges to my bank stopped as I have revoked authorization.

  Business response

  08/15/2023

  ********, 

  I am sorry to hear your complaint has not been resolved.

  My name is **** and I am a manager at Vola Finance.
  
  We take complaints very seriously and I am very sorry you had issues in the platform, Our mission is to be of service to our customers and I am sorry if we have failed you.
  
  We provide free extensions to our users and the app allows for you to change a repayment date. Our customer service team sometimes gets a lot of volume and might take additional time to answer or ***** extensions. This being said, apart from our sincere apology we will issue you a full refund of the processed amount + any fees we might have caused. Please email ************************************ a copy of this email in order to process the refund.
  
  I hope I was helpful.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I HAVE REQUESTED ACH REVOCATION MULTIPLE TIMES AND NOTHING IS BEING DONE!!! I AM GOING THROUGH A TOUGH TIME RIGHT NOW AND NEED THIS TO BE REVOKE ASAP. I EMAIL SUPPORT MULTIPLE TIMES OVER THE LAST FEW MONTHS AND NO ANSWER. THEY JUST IGNORE MY REQUEST! BUT IF I ASK FOR AN EXTENSION THEY ANSWER RIGHT AWAY AND SAY NO! I need this solved asap!!!

  Business response

  08/15/2023

  ******,

  My name is **** and I am a manager at Vola Finance.

   

  We take complaints very seriously and I am very sorry you had issues in the platform, Our mission is to be of servicde to our customers and I am sorry if we have failed you.

   

  We provide free extensions to our users and the app allows for you to change a repayment date. Our customer service team sometimes gets a lot of volume and might take additional time to answer or ***** extensions. This being said, apart from our sincere apology we will issue you a full refund of the processed amount + any fees we might have caused. Please email ************************************ ca copy of this email in order to process the refund.

  I hope I was helpful.

  Customer response

  12/06/2023

  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:

  Still having issues with vola! i revoked many months ago and they are still allowing me to use their services when I wanted to revoke so I do not use them and they owe me back money since I asked to revoke.  

   

   

   

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

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

  Customer response

  12/27/2023

  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:

  He doesn't answer me!!
  

  
  

   

   

   

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

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

  Business response

  01/04/2024

  ******,

  I can confirm this account has been revoked and you have been refunded as per our email exchanges.

  Please let me know if you need anything else.

   

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive recently experienced a hardship and have asked Vola to revoke my ACH authorization. I have made 2 tickets now with no response. They have attempted to pull the funds twice now and have overdrafted my account twice. There is no option for myself to even know if my support request has been received. Please revoke my ACH authorization.

  Business response

  07/25/2023

  Hi *******, 

  I'm sorry about the issue that you are facing. We aim to respond to all emails within 24 business hours but sometimes, due to more queries, our response time can be delayed.That being said, your account should not have been debit in the event ACH authorization was withdrawn as per the terms and with the required time.
  Without delaying the matter any further, we can provide you a refund of any amount that you feel *** have been withdrawn after your request.
  Please email the details to ******************************* and we will provide the funds to you.

  Best,

  ****

   

  Customer response

  08/09/2023

  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:

  Hello,

   

  I would like to reopen ********. I received a response and did what the instructions told me to do and this company is completely ghosting me and not responding. Please let me know if anything else is required from me.

   

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

   

   

   
  
  
  
   
  

  Business response

  08/15/2023

  *******,

  I am sorry to hear your complaint has not been resolved.

  My name is **** and I am a manager at Vola Finance.
  
  We take complaints very seriously and I am very sorry you had issues in the platform, Our mission is to be of service to our customers and I am sorry if we have failed you.
  
  We provide free extensions to our users and the app allows for you to change a repayment date. Our customer service team sometimes gets a lot of volume and might take additional time to answer or grant extensions. This being said, apart from our sincere apology we will issue you a full refund of the processed amount + any fees we might have caused. Please email ****************** a copy of this email in order to process the refund.

  
  I hope I was helpful.

*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. ↩