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:04/03/2025

  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 March 6 , 2025 I filed a dispute with MyBambu because of several transactions on my card that were unauthorized , they helped me file the dispute. March 7, 2025 I was to sign and send back the fraud statement which I did. I not only sent it right back but I also sent it again on March *******. When I didn't hear back or have any acknowledgement of them receiving the fraud statement I then called to verify they did in fact receive the fraud statement, it was verified. I wait about ten days and receive an email from their dispute department stating I was not eligible for a provisional credit because they claim they never received the fraud statement!? So I AGAIN.forwarded the same email from March ******* of the signed fraud statement and they email me back saying they received the statement and they now have all the required documents to continue their investigation an I was now eligible for a provisional credit. However they state because my account was new within 30 days id have to wait 20 business days. Well here we are April 3, 2025 20 Business days later and I still haven't even received a return phone call or anything from the dispute department, no email, nothing. I call am the same guy answers an just changes his name an claims I have to wait to hear from the dispute department!? When I ask to speak with a supervisor they are always in a meeting or none are available to speak with me? Last time they had me on hold for 10 minutes then just hung up on me! Something needs to be done. I took a significant loss because of this company and I have all the proof an notes to show it. Every communication, names of people I spoke with (even though it was the same person or there's a female also doing the same thing with just changing her name) I'm not stopping with just BBB I'm gonna file a comaimt with CFPB as well. Please help me and other customers get their money back. This is not right an these crooks need to be stopped.

  Business Response

  Date: 04/16/2025

  On March 7, 2025, MyBambu confirmed receipt of the customers dispute submitted on March 6, totaling $366.82, and provided instructions for submitting a fraud statement.  A provisional credit for the full amount was issued on April 3, 2025, within the required regulatory timeframe, and confirmation was sent the same day.

• Initial Complaint

  Date:03/03/2025

  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.

  My mybambu card was lost or stolen and my card was replaced and also it was transactions that i did not make when my card was lost bambu was suppose to dispute the transactions but didnt and my account was just shut down and now my rent is behind and my car note behind i ask that my dispute be opened back up and my money to be sent to me since my account closed.

  Business Response

  Date: 03/16/2025

  MyBambu can confirm that the customer reported his ******************** card lost on February 22, 2025. However, the disputed transactions occurred between February 15 and February 18, 2025prior to the loss report. Customer officially reported these transactions as unauthorized on February 24, 2025, two days after reporting the card lost. After thoroughly investigating the dispute, MyBambu determined that no error occurred, and the disputed transactions were authorized or did not meet the criteria for reimbursement under MyBambus policies. As a result, the claim was denied. We understand the Customer's frustration regarding his financial obligations; however, our investigation aligns with regulatory and industry fraud detection standards. The Customer's account was closed pursuant to violations of MyBambus cardholder agreement. If the Customer has any further concerns or new evidence, we encourage him to reach out directly to our ******************* for further assistance.

• Initial Complaint

  Date:02/07/2025

  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.

  ******* ***** ************************************* ************************ ************ February ****** Better Business Bureau Subject: Complaint Against MyBambuRegarding Denial of Disputes Dear Better Business Bureau,I am writing to formally lodge a complaint against MyBambu regarding their unjust denial of disputes related to fraudulent transactions on my account. Despite my efforts to provide sufficient evidence, including a police report, MyBambu has refused to refund the unauthorized charges.On January ******], I noticed unauthorized transactions on my account. I promptly contacted MyBambu to dispute these charges and followed all necessary procedures, including submitting a formal dispute and a police report. However, despite this clear evidence of fraud, MyBambu denied my claim, not citing the Banks Reason for Denial.I believe this decision is unfair and in violation of consumer protection laws, as banks are responsible for ensuring their customers are protected from fraudulent activity. Under the *************** Transfer Act (EFTA) and *********************** institutions are required to investigate and resolve disputes in a fair and timely manner.I respectfully request the Better Business Bureaus assistance in resolving this matter. I am seeking a full refund of the disputed charges, as well as an explanation from MyBambu regarding their failure to honor my dispute despite clear evidence of fraud.Please find attached copies of my dispute request, the police report, and any relevant correspondence with MyBambu for your review. I appreciate your prompt attention to this matter and look forward to your assistance in resolving this issue.Sincerely,******* *****

  Business Response

  Date: 02/21/2025

  MyBambu conducted a thorough review of Customers complaint, including an investigation of the disputed transactions and her transaction history. The dispute was denied after merchant-provided evidence confirmed the transactions were authorized. Upon appeal, MyBambu conducted an additional review and upheld the denial, as, for example, the transactions exceeded the 60-day reporting window required by Regulation E, making them ineligible for dispute. Additionally, a recorded call confirmed that the Customer had previously acknowledged similar charges from the same merchant. She was notified via email that her dispute did not meet regulatory requirements and was informed that, despite a meticulous review of her appeal and supporting evidence, the denial remained in place. MyBambu also provided contact details for further assistance. Given these findings, the claim remains denied, and no further action will be taken unless new evidence is presented.

• Initial Complaint

  Date:12/14/2024

  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.

  Money transfer done fraudulently called to dispute the transaction and 4 months later still haven't heard anything from my bank to resolve this issue

  Business Response

  Date: 12/27/2024

  MyBambu confirms that the customer contacted us via email to report an unrecognized transaction. To thoroughly investigate the claim, we require additional information that must be provided via phone. Our team has made multiple attempts to contact the customer, including outreach on August 13, 2024, and most recently on December 17, 2024. Unfortunately, despite these efforts, we have been unable to establish contact to complete the necessary questionnaire required for the type of transaction reported. To proceed with the claim, we kindly request that the customer contact ******************** at ************ or email our team at *************************************************************.
  To expedite the resolution process, we encourage the customer to provide the best contact number and a preferred time for a MyBambu disputes agent to reach out.
  We remain committed to resolving this matter and assisting the customer as soon as we receive the required information.

• Initial Complaint

  Date:10/10/2024

  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.

  This financial institution has blocked my access to the funds in my checking account. However at the same time they have allowed someone in another state (**) to make use of the same digital debit card number that I am being prevented from using for the last ***** hours. As a result of this I was unable to pay for public transportation last night which forced me to have to walk over 10 miles. I called their call center and because I was angry and ****** off due to exhaustion their representative informed me I was being "unprofessional". I immediately demanded his supervisor to which he put me on hold then came back and ended up hanging up on ***

  Business Response

  Date: 10/18/2024

  Dear Mr. ********************* you for reaching out to us regarding your recent experience. We sincerely apologize for the frustration and inconvenience you've encountered. To clarify, your card was frozen as a protective measure due to unrecognized transactions on your account. You first reported an unrecognized transaction on your account on 10/7/2024 and MyBambu filed your claim on 10/8/2024. You still had access to your digital card and were able to use it during this time. Following your report of additional unrecognized transactions, we reached out to gather more information about the disputed transactions. MyBambu filed a claim for this additional dispute on 10/15/2024 and this claim was resolved the same day with you receiving a final credit issued to your account for this claim.

  We understand that our call center interaction did not meet your expectations. While we did bring a supervisor on the line to assist you further, we were unable to proceed due to comments made during the call that we deemed unprofessional. We strive to ensure all customers feel heard and respected, and we appreciate your feedback on this matter.

  If you have any further questions or need assistance, dont hesitate to reach out.

  Thank you for your understanding.

• Initial Complaint

  Date:07/17/2024

  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.

  MyBambu charged me $7.50 in atm fees for declined transaction attempts. I was never notified of this policy and I want my money back. I would also like criminal charges and a class action suit filed against MyBambu for deceptive and fraudulent business practices

  Business Response

  Date: 07/26/2024

  MyBambu can confirm that Customer was charged fees for declined ATM attempts. In addition, MyBambu can confirm that on May 21, 2024, MyBambu sent Customer a Notice of Change in Terms to the MyBambu Deposit Account and Cardholder Agreement (Notice) to the email address on file in Customers account, informing Customer about updates to ********************* Deposit Account and Cardholder Agreement effective as of June 9, 2024. This Notice included information regarding updated fees for balance inquiries, specifically that For out of network ATM withdrawals or declines (Domestic or International) our fee is $2.50. The Customer accepted these terms and conditions.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22004601
  
  I am rejecting this response because: I never received any notice of a change in terms. I want my money back!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/01/2024

  In addition to sending Customer notice via email, ******************** also included this notice in the MyBambu App and on the MyBambu website. MyBambu can confirm that Customer accessed his account on the ******************** App throughout the month of June and July, prior to incurring these fees. Customer has made transactions and continued to use his Account and has agreed MyBambus Deposit Account and Cardholder Agreement. MyBambu would like to remind the customer that Customer can access surcharge-free ATMs via the Allpoint Network.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22004601
  
  I am rejecting this response because:

  I never received any notice

  If I had I wouldn't have used the atm

  I want my $7.50 back. Crooks!!!

  Fraud and nothing more and I'm letting social media and *** and ******** investigative teams. This is fraud and theft. MyBambu is nothing more than a fraud!

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

• Initial Complaint

  Date:07/16/2024

  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 am making a complaint because my card was lost and I had unauthorized transactions and mybambu disputed the transaction's but found no error on my dispute how was no error found when I called and said I didn't make the transactions and i would like my dispute reopened and my money put back on my account.

  Business Response

  Date: 07/24/2024

  Upon our initial investigation, MyBambu determined that no error occurred. The claim was closed and the customer was notified. ******************** has requested additional information from the customer to reopen the claim. 

• Initial Complaint

  Date:07/12/2024

  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.

  Im a new customer to ********************** I only used the bank a handful of times. I filed a claim/dispute over a month ago in the beginning of June 2024. They sent me a paper I filled it out attached my receipt that has the directions on what I had to do to be fully credited and sent the paper back in was told I would have answered within 2-3 days. It says in the email We will contact you in 24 to 48 hours with an update or resolution to your case. I also have an email that says provisional credit would be applied within 10 days, 20 days to inform me of their decision and or next steps, 45 days to fully complete. After the second time I talked to them they told me my claim would be fully investigated by the end of July but provisional credit would be applied by July 16th. I called today July 12,2024 just to see where my case was and to confirm my provisional credit coming in since its been over a month. The call was terrible no one could provide me any information on how long the investigation can take when or if provisional credit will be applied. They gave me no information. They transferred me to a supervisor and he still couldnt give me any information about resolving my claim. I even asked him what does the disclosure agreement say on your claims/disputes, what are the time frames for this to be resolved and he said he didnt know. As a supervisor you dont know your own disclosure agreements? They kept talking over me and by the end of the call nothing was resolved I got no new information on my case/claim. They couldnt tell me when they can provide provisional credit or how long the investigation will take. They said they would call me back within four days. It all seems like a scam. All I want is my money back that is owed to me.

  Business Response

  Date: 07/24/2024

  MyBambu can confirm that customer (Cx) opened his account on 5/19/2024 and called MyBambu on 6/13/2024 to dispute an ATM transaction in the amount of $503.50. On 6/14/2024, MyBambu contacted Cx confirming that his claim had been filed and provided timeframes for expected resolution and/or provisional credit. After conducting a thorough investigation and within the appropriate time frame, it was determined that no error occurred and that Cxs claim had been resolved.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21982909
  
  I am rejecting this response because:

  My Bambu is fraudulent. They did not properly provide the services offered in their disclosures and polices. I filed my claim with enough evidence to prove I did not receive my atm withdraw. I sent in a receipt that provides all the information and instructions on what I needed to do to be refunded and I filled the paper work out ***** sent me. My receipt from the atm says we cant complete your withdrawal right now. To make sure your account is credited correctly, contact your bank. All the info you need to open a claim is included on this receipt from your transaction. Im not sure what more proof they needed.  I have emails from them stating within 48 hours I would hear back from them with a result for my case. I never heard back from them for over 20 days. When I called customer service I was on the phone with them for almost 2 hours. They kept transferring me back and fourth between one representative and the supervisor they both told me they couldnt provide me any information about my case or give me any time frame on when it would be resolved. I asked them if they could verify there dispute regulations and give me a proper time frame for provisional credit or resolution they told me they didnt know the regulations or time frame off the top of their head. That was very suspicious . They did not hold up to their own regulations. I was told me someone would call me back that following Monday. No one called me back instead I got an email stating my account was being closed bc of suspicious activity and Ive been locked out of my account. I verified my identity multiple times to them in emails and over the phone. They closed my account because they didnt want to resolve my dispute. As a bank they are being fraudulent and they still never resolved my dispute instead just closed my account. They owe me the money that was taken from my account. $503.50. I will take further action if needed. 

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

   

  From the CONSUMER:

  Sent 7/24/2024 3:48:47 PM

  Here are my documentation to add to my rejection response. 

  Customer Answer

  Date: 07/24/2024

  Here are my documentation to add to my rejection response. 

  Business Response

  Date: 08/01/2024

  On June 14, 2024, MyBambu confirmed receipt of the Customers claim and outlined the regulatory timeframes for the dispute investigation, which could take up to 45 days. On July 17, 2024, MyBambu notified the Customer that the claim was denied, as ********** confirmed the *** was in balance and funds were dispensed. On July 30, 2024, MyBambu sent detailed evidence and results of the investigation, noting that the transaction had settled on June 12, 2024. The claim, filed as Funds Not Dispensed, was reviewed against ********************* documentation, which matched the *** log and confirmed successful dispensation of $503.50. Despite reopening the investigation twice, no EFT error was found. MyBambu adhered to the *************** Transfer Act, including but not limited Section ****** (Procedures for Resolving Errors).

  Customers account was closed per the Deposit Account and Cardholder Agreement after resolution of Customer's dispute. 

  All relevant details and a report have been provided to the Customer.

• Initial Complaint

  Date:07/12/2024

  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.

  They are promoting a promotion that is expired and when j reached out to customer support their agent ***************** up on me not once but twice. The first time when I told him not to talk over me so I can give him information. The second time was when I asked for a supervisor. He refused and disconnected the call again. My initial complaint was on a promotion they were advertising that is expired but will not honor but now it also includes their representative who is the voice of mybambu disconnecting the call twice when he was told not to talk over me.

  Business Response

  Date: 07/23/2024

  After investigating, MyBambu confirms that the Customer did not qualify for the re-enroll promotion for returning customers active from 5/23/2024 to 6/21/2024. An email was sent on 7/10/2024 informing the Customer that he did not meet the promotion's requirements as he re-enrolled after it ended. On 7/12/2024, a MyBambu customer care agent informed the Customer that, according to the terms and conditions, he did not qualify for the re-enroll reward. The screenshot provided by the Customer pertains to ********************* new account opening and referral program, which does not apply. MyBambu ************* reiterated this during multiple calls with the Customer. When informed that a supervisor was unavailable, Customer declined a callback from a supervisor once one became available, resulting in the customer care agent ending the call. 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21982639
  
  I am rejecting this response because:

  The first interaction the agent clearly stated the promotion I had screen shot showed the probation I was referring to. He kept insisting the expiration date which was not showing on my end. Even the kicks to the terms and conditions were not functioning. During my 3rd call the probation was updated showing different information. The second agent in the third call was supposed to have set up a callback but I can see that Mybambu is only trying to cover themselves by omitting information. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/29/2024

  MyBambu confirms that on July 12, 2024, the customer sent an email to our support team forwarding screenshots of our current promotions (see Attachment 1). The screenshots show the Account Opening and Referral Rewards Program, which is only available to new account holders, not to those with prior accounts (see Attachment 2). Since the customer opened their account in 2023, they do not qualify for this promotion.
  

  We did have a separate Re-Enroll Promotion running from May 23, 2024, to June 21, 2024, for former customers who re-enrolled and met deposit requirements (see Attachment 3). As the customer re-enrolled on June 30, 2024, after this promotion ended, they were ineligible.
  

  Our customer care team explained this via email and phone. Although a supervisor was not immediately available, we offered multiple callbacks, which the customer declined. The customer remains eligible for the $25 referral bonus under the Account Opening and Referral Rewards Program for any friends he refers that meet the Program requirements.

• Initial Complaint

  Date:06/24/2024

  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.

  Im missing two 20$ refunds that originated at beginning of this month I did a dispute attached are the final resolution which indicts there was an error and i would get my money that was a week ago Sunday I have since called every day of this past week and each time they have left a note to the disputes even opened another dispute that said I would hear back within 48 or 72 hours also twice I was suppose to get a call back and one time they said the money should be there by end of day it wasnt its still not there now I have emailed twice a copy of the email final decision saying that I would receive to them and still nothing now they tell me to contact disputes via email but I cant the bottom of the email even indicates if I need further assistance to contact customer support

  Customer Answer

  Date: 06/25/2024

  I received another final decision from my Bambi earlier today from the second dispute stating the merchant had paid 20 already.  First there are two 20$  and yes the merchant paid on their end but I didnt receive it from my bank they were refunds thats the whole point. Thank u 

  Business Response

  Date: 07/01/2024

  MyBambu can confirm that it filed customers dispute of two $20 transactions (totaling $40) on 6/10/2024. After conducting its own investigation and reviewing customers transaction history on our core banking platform, MyBambu can confirm that the customer received merchant credit for the two transactions in dispute on 6/2/2024. MyBambu communicated this information to the customer on 6/17 and 6/25.