ComplaintsforDouugh
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They are a banking service who closed my account a year ago and won't give me the funds that are in my accountInitial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received an email stating my account had been closed following a review Alleging fraud However a deposit of $2600 was sent accepted and posted to my account moments befor I received the email closing. Per the company's ownPolicy any account closing is due a refund ofThe account balance immediately however I have received no refund Nor was the last deposit sent back to the initial payer. And after requesting investigation of questionable account activity on my behalf I have not received any of the funds that have been taken during these transactions nor have I received an update on why or when I will receive my funds bacInitial Complaint
09/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My phone purse wallet all my cards in several other belongings were stolen when my car was broken into I have a time to get my funds back from douugh for over a month and still haven't received my provisional credits even though legally those are supposed to be provided within 10 days. Also for whatever reason they're making impossible to access any of my funds or account in general they refuse to let me have another card and their explanation of why was so they can preserve my funds which I think is ridiculous on itselfBusiness response
09/28/2022
Douugh strives to assist customers when they are the victim of theft or error. Additionally we comply with all federal regulations and provide credit if we require further time to investigate the complaint.
We understand these matters do cause significant stress to customers. We require the time stipulated by Regulation E to ensure that every credit issued leads to a successful dispute resolution. As Douugh, we want to ensure the customer's funds stay with them.
In this circumstance Douugh provided provisional credit within 10 business days and issued a check for the balance of the account
Initial Complaint
06/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up hoping to receive account bonuses for referrals. I emailed them and asked why I wasnt receiving my $20 bonuses. They replied: **** ******,In order to receive the reward, there's a few steps to complete, these differ dependent on whether you've referred someone or have been referred. Make sure to read carefully! ??If **you've referred people**, you'll need to;? Share the code! That's it!Rewards will post within 30 days of the fifth transaction settling, so keep an eye out!Let me know if you have any questions!Best,********* That was over 30 days ago. Ive made a high amount of referrals and I have yet to see any bonuses post to my account. They misled me and others. There is a **** account fee after a 28 day free trial. I would not have opened an account otherwise. I am very dissatisfied with my experience.Business response
06/28/2022
Our referral campaign aims to encourage customers to introduce their friends and family to Douugh. These referrals are then rewarded when friends and family sign up to Douugh and transact.
The rules are as follows, the referred user must enter the referrer's code during sign up and then make five successful purchases. Rewards then post 30 days after the fifth transaction is settled. This is clearly displayed in the screen where customers can find their code. Screenshot attached.
In this way we hope to make clear the rules for the campaign prior to customer's sharing the code. Further information can be found on our *********** and Terms and Conditions. As much as we'd like to reward simply sharing the code, we do need to validate that sharing the code has resulted in a new customer, hence the conditions.
Customer response
07/06/2022
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:I have had some of my referrals make the 5 purchases and I havent received the bonuses. I am not happy with them. After I didnt receive my bonuses I also tried to close my account and it stayed open.
Business response
07/18/2022
While Douugh would strongly prefer to pay the reward, we cannot do so in situations where the conditions have not been met. The purpose of the referral program is offer customers an opportunity to refer friends and earn rewards. This is dependent on potential referees entering a referrals code on sign up and making five purchases.
If these steps are not completed, we can not prove that a customer has successfully referred a new user as opposed to the new user signing up of their own volition.
The customer's account has since been closed.
Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I reached out on Jan 5th to file dispute for transactions in my account that was a Unauthorized inwas told it would take 10 to 90 days I just got another update a few days ago pass the 90 **** . I got ahold of merchant and they gave refunded two of the transactions but that was it then they ghosted me. I even reached out to xash app and tried to get their help and I finally was told to reach out to my bank so I did. Just to.find a agent that was helping me was sending me the wrong information for form to be filed and disputed It was another person's information and dispute form I told him I couldn't fill paper out cause the information was incorrect and then he tells me the email was enough he submitted for me and then I get told my claim was denied. Then I got email saying a error has occurred and they issued refund but never received... I don't feel I had a fair review due to this error the agent made. I have reached out to dispute team as advised and still have not heard anything back about the matter. I sent asking information and proof of what agent sent I don't think it even got filed.Business response
06/09/2022
In this instance ******* initially requested the dispute be filed as an unauthorized transaction. No error was found and the claim was denied. In response ******* then stated that she did authorize the transaction and had instead not received the goods or service purchased.
The dispute was reopened and refiled. As a result an error was found and credit was provided.
Douugh investigates disputes thoroughly based on the information provided by customers as quickly as we possibly can. However the method of investigation differs depending on the type of dispute filed and incorrect information can delay a resolution.
Customer response
06/10/2022
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
05/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I receive direct deposit from my employer. I have early pay so I get my pay two days before the actual payday. I have been receiving my funds at odd times. There isn't a set time frame when I will receive my funds. I would call customer service just for them to point blame at my employer. I explained to them that it is not the employers doing. I am receiving my funds randomly on the day I get paid. They couldn't explain the reason or reasons why my deposit hits at random times. I had one deposited at 10:30am Another one at 2:50pm Another one at 7:50pm I honestly feel the bank is holding my money and deciding when it's best for them to distribute my funds. I have to get to the bottom of this.Business response
05/19/2022
While Douugh acknowledges that postings times do vary in regards to a payment, the date of payment does not vary. With EarlyPay enabled, we make funds available as soon as they arrive, this is dependent on the Insert Date of the payment. This is the date that customer's deposits are posted.
We do not withhold funds from customers as we are keenly aware that it causes undue stress and worry. Furthermore Douugh would never seek to cause customer's undue stress in order to generate profit. Our mission and reason for being is to make our customer's lives as easy as possible.
Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I woke up on Wednesday to my account being locked. I called the customer service line and spoke with ****** who explained that they needed to verify my account and would send an email regarding the information needed. I got the email early Wednesday afternoon and I sent in what they requested. I received a reply Thursday morning at **** or so that my documents were received and would be reviewed. I did not hear anything back until Thursday evening when I was told they needed more information regarding my deposit of $950 into the account. Whoever sent the message was unclear on exactly what document they were looking for but I sent the closest document as to what I thought they were looking for. I was told they were received and would be reviewed. I have since called them multiple times with no response.Business response
02/06/2022
While Douugh is required to verify the identity of account holders and their funds, we strive to accomplish this in a timely manner. Reviewing documents provided is a meticulous process, however in the customer's case **********************'s compliance teams worked through the weekend and we're able to verify information provided by the customer and re-enable access to the account on Sunday evening. We apologise to the customer for any inconvenience caused and thank them for their patience throughout the process.Initial Complaint
11/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
A fraudulent account was opened using my name and email address. The business has not deleted the account after contacting them.Customer response
11/17/2021
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
09/26/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On August 20, 2021 I used Cashapp to instant transfer $1501.99 into my Douugh account. They state that they have a limit of $1000 *** per day $2000 *** per day instant transfer. This was not stated in their terms and conditions. Cashapp verifies that the debit account ending in **** received the funds. My statement at Douugh verifies receipt of funds and then funds held. Because it exceeded the supposed limit they say they held the funds for eight days then charged it back to my Cashapp account. It has been over a month and my funds haven't been returned to me one way or another. I need help. I need my $1501.99 back that they have no right to withhold.Customer response
10/20/2021
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. They credited my account with the missing money, and their rating should not be negatively affected. A++
Sincerely,
*************************
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.