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:06/18/2024

  Type:Customer Service 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.

  The grid app, consisitently gives me an error message that says that my advance payment has been delayed in some way.. their customer service also refuses to reply while intending to charge me within 3 short days

  Business Response

  Date: 06/18/2024

  Hi ******,

  Please see our detailed response in your Support ticket. Thank you for your understanding and patience! 

  Customer Answer

  Date: 06/21/2024

  Not only has my advance amount not been raised, but everytime i repay the advance and wait the "1-3 days" they take more than 3 days for me to request another advance.. i cant even remove the previously linked debit cards either.. customer support will EVENTUALLY get back to me, but after one answered question will ignore my messages for hours or days even - leaving me with no remedy!

  Business Response

  Date: 06/21/2024

  You will be reevaluated for the next advance eligibility after each repayment and this process takes three business days. This rule applies to all advance users. Please note that weekends and holidays are not business days. You might have miscounted June ***** (this Wednesday) as a business day. I hope it clarifies. 

  Customer Answer

  Date: 06/21/2024

  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. I hope to have no further issues or delays.. nor have my inquirs ignored.. :)
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/16/2024

  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 have been trying multiple times to pay my debt off and close my account.They say they are not accepting payments right now because of problems with their banking partner.My app continues to say my payment is late .**** have already in the past reported 8 late payments to my credit from having bank linking issues.My credit is getting destroyed from their bad business.i have been told each time if I pay off my balance they will correct my late payments but there is no way to pay off my account because they are not taking payments . So how do I get out of this company they are running my credit I just want to pay my debt and close my account .Then on top of that they cant take payments but they are charging interest on payments I cant even make because of their issue.That is fraud making it to where people cant pay it back but yet saying they are late .I guarantee the same response from them every time with no resolution.Please help me get out of this company !!!!

  Business Response

  Date: 06/18/2024

  Hi ******,

  We can only update your payment history when it's fully repaid. However, due to the recent Synapse outage, we are unable to take any payments at the moment. Please consider repaying after the Grid Card is back online.
  
  During the outage, please note the following:
  
  1. No Payments Due: During the outage, you will not be required to make any payments. Your Grid+ subscription fees will be waived on your account during this time. If you were already being collected for it, please let us know so that we can apply it to the next month.
  
  2. Credit Protection: We understand the concern this situation may cause regarding your credit report. We want to assure you that there will be no negative credit report implications due to this issue. Your credit health is a priority for us, and we will ensure that your credit report remains unaffected. (However, unfortunately this does not apply to any previous late payment history record.)
  
  We apologize for any inconvenience this may cause and appreciate your patience as we work to resolve this issue. Our team is dedicated to ensuring that your payments are accurately reflected and that your credit standing is protected. Your understanding and patience is greatly appreciated! 

• Initial Complaint

  Date:06/13/2024

  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.

  Grid website claims I had unpaid membership fees. I had opened an account with them briefly and they were always having problems with my account and their bank so I decided to cancel. They do not have a phone number so I went through chat and canceled the membership in 2023. Now out of know where they are taking $10 every single day out of my account and have taken $50 so far. When I reached out they claim I still owe membership fees. I have not used the service and should not be responsible. Even if I was to use the service they were always having problems and they never worked.

  Business Response

  Date: 06/13/2024

  Hi ********,
  
  Thank you for bringing this to our attention. We have provided a detailed explanation of the charges and our resolution on the ticket you submitted to our Support team. Please check that out for more information. Your cooperation and understanding are greatly appreciated! 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21845547
  
  I am rejecting this response because: the business has contacted me and stated they believe I owe the money still but as a one time courtesy they will waive the remainder of the fees. However they are still attempting to take money out of my account that I did not authorize. I did not use the service and asked them to cancel the account repeatedly they claim I asked to reactivate however they did not attempt to take any membership fees out until recently. I was under the impression the account was closed had they attempted to take the membership fees at the time they were due I would have been aware they never closed the account as I instructed.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/18/2024

  Hi ********,

  Our record indicates your Grid+ membership was already canceled on March 31, 2023 per your request. However, you wrote in to request reactivation on June 30, 2023 (please see attached for proof). We have not received another cancelation request from you since this reactivation. Therefore, you have multiple overdue subscription fees from July 2023 to May 2024, which is your responsibility to pay.  Since the fees were already waived as a courtesy, you only have the outstanding balance on your credit line now. Your Grid+ membership is also canceled for the second time now. I hope it clarifies. 

• Initial Complaint

  Date:06/05/2024

  Type:Order 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.

  Started a policy and paid my monthly fees or income protection insurence threw the grid money app as advertised. When I invoulintary lost my job I filed the proper claim and submitted all required proofs and documents . As of now it's been nearly 3 months and they are not responding nor giving me any explanations or reason for not honoring are agreement.

  Business Response

  Date: 06/07/2024

  Hi *******,

  We have received your claim with the supporting documents and are currently reviewing it. No further action is required from you at the moment. We will reach out to you if we need any additional documents. Thank you so much for your patience!

  
  

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21806682
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2024

  Thank you for your understanding and patience! Have a good one! 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21806682
  
  I am rejecting this response because:
  This is the exact response I've received in the past via email . Feels like I was talking to a robot every time
  Sincerely,
  
  *************************

  Business Response

  Date: 06/11/2024

  We sincerely apologize for the inconvenience caused by the delay in the claim approval process. We understand how frustrating it can be to wait for a resolution, and we appreciate your patience.
  
  Please be assured that we are actively working to streamline our processes and improve efficiency to ensure that future claims are processed more swiftly. Unfortunately, we do not have an estimate for your current claim right now. However, since your job loss event has already occurred, you may consider canceling the Income Protection. It will not affect your eligibility for the submitted claim.
  
  Our income protection team will reach out to you directly when they need additional supporting documents for your claim. If you received their email, please reply to that email directly instead of creating a new ticket. If you didn't receive an email from them, there is no further action required from you at the moment.
  
  Thank you for your patience! 

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21806682
  
  I am rejecting this response because:
  Once again this is an automated message , I've got from you guys.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/05/2024

  Type:Order 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.

  Hey ** writing to inform you that I have made several attempts to message the company and find the status of my application. I enrolled in a program called income protection which I paid 15 each month . Income protection was if I ever lost my job I was able to qualify for unemployment benefits. I lost my job on April and already applied for unemployment which I got . I send grid documents of my paper work showing them I was getting benefits.. I provided all the documents they ask for . Its June and Im still waiting on my income protection benefits. Please help

  Business Response

  Date: 06/07/2024

  Hi *******,

  We have received your claim and are currently reviewing it. This lengthy process requires verifications with third parties, we will reach out to you if we need any additional documents. No further action is required from you at the moment. Thank you so much for your patience!

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21804540
  
  I am rejecting this response because:I provided all documents for income protection. They replied back to me informing me that I wasnt eligible for income protection because they couldnt verify my employment status. I have sent documents and everything they asked for . And still they say they cant verify my employment status . I clearly send them prove of my employment status and now Im stressed out and frustrated with there service . I need help solving my issue . There telling you guys that there still verifying my employment details but they told me I wasnt eligible??? So whats going on please help BBB
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/21/2024

  Thank you for bringing this to our attention. Your ticket was combined and forwarded to our Income Protection specialist for further reviews. Thank you for your patience! 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21804540
  
  I am rejecting this response because:
  Im stressed out and overwhelmed with your customer support. ** told Im not eligible but then informed a different thing with BBB . Is my claim still open ?? 
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/21/2024

  Our Income Protection specialists should be able to provide more details in your case. Please kindly wait for their explanation. 

  Customer Answer

  Date: 06/26/2024

  Okay I already send the documents grid replied

  Business Response

  Date: 06/27/2024

  Thank you for the update! 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21804540
  
  I am rejecting this response because: I was informed today that I wasnt eligible for income protection because I didnt meet the terms for income protection can they please clarify what terms did I not meet . ? 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/25/2024

  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.

  I started a membership on the 13th and was charged $10 I canceled a few days later when the advance didn't work with my pay. I restarted the membership and was told to pay a $5 reactivation fee so I did and then was told to pay $10 again that was on the 24th after this they canceled my membership and I had to email them and they said they corrected it but yet charged me $10 again on the 25th this is fraud!

  Business Response

  Date: 05/28/2024

  Hi there,
  
  Thank you for bringing this to our attention! Please see more details in the ticket we responded. Thank you so much for your patience and understanding! 

   

  Customer Answer

  Date: 05/28/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair 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 have been using Grid for my direct deposit for around a year. However as of about a week now all accounts have been frozen, atleast that is what support had told me. I live check to check as a husband and father of 7. Last week I made $2593.91 however the money never hit my account, when I asked why I was told all of their accounts are frozen due to their partner synapse. I have to be able to need my wife and kids, I work in the oilfield so I work hard for my money. I work 2 weeks on and 1 week off and I get paid a $2600 check, then split my off week between one check of $950 and then and $1400 followed by another $2600. This was my big check and this check fell on my off week so we had no money whatsoever I had to ****** gas money to get back home and my havent been able to pay my phone bill due to this. Or do anything with my family on my off week and have had to try and scrape by with the groceries we have had. I need access to my money. I have checked with payroll from my work and they showed me when the money was deposited and it was never returned like Grid claimed it would be.

  Business Response

  Date: 05/24/2024

  Due to issues with our credit services provider, ************************************* our banking partner *********** and Trust has frozen all activity that it believes may be related to ************************************* including but not limited to any debit or credit cards issued by Evolve. Because your Grid Card was issued by Evolve, this will impact transfers into and out of your Grid Card account as well as transactions made via the Grid Card. As a result, Grid Card transactions and transfers are currently disrupted. If you set up direct deposits to your Grid Card, please switch to another bank now. 

  We're in constant contact with *********** and Trust as well as ************************************ in an attempt to resolve these issues and will give you an update when the matter is resolved. If you have any questions regarding ************************************* you can contact them at ****************** (mailto:******************) or 

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

  *************************************************************************;

  ************** 

  We sincerely apologize for the inconvenience.

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21744662
  
  I am rejecting this response because: your credit partner should not affect rather my wife and kids are able to eat dinner or not. **** claim that all accounts are FDIC insured however you were trying to say that you did not receive my direct deposit. Hey ** has shown me when it drafted out of their account. You either need to cut me a check or do an ACH transfer to my other account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/28/2024

  Due to the recent Synapse outage, all external transactions are disrupted. With that said, we are not able to receive your direct deposit, please switch it to another bank at your earliest convenience. If your direct deposit was sent to us, it was returned automatically. Usually, a bounced direct deposit can take about 5 to 10 days for funds to be returned to the sender. Your payroll provider should be able to confirm it soon if it hasn't been reflected yet. We are really sorry about the inconvenience. 

  Customer Answer

  Date: 05/28/2024

  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. payroll notified me today that the funds were back in their account.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/20/2024

  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.

  May 16 I never received my direct deposit into my account with this company my payroll confirmed they have it and they are not returning it not answering the phones or emails this company is fraudulent my whole check of 2164..89 was stolen from this company and never returned

  Business Response

  Date: 05/21/2024

  Due to issues with our credit services provider, ************************************* our banking partner *********** and Trust has frozen all activity that it believes may be related to ************************************* including but not limited to any debit or credit cards issued by Evolve.
  
  Because your Grid Card was issued by Evolve, this will impact transfers into and out of your Grid Card account as well as transactions made via the Grid Card. As a result, Grid Card transactions and transfers are currently disrupted.
  
  We're in constant contact with *********** and Trust as well as ************************************ in an attempt to resolve these issues and will give you an update when the matter is resolved.
  
  If you have any questions regarding ************************************* you can contact them at ****************** or
  
  ************************************
  ********************************************************************************************************************************
  **************
  
  We sincerely apologize for the inconvenience.

• Initial Complaint

  Date:05/20/2024

  Type:Order 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 do not have a contract with HATFIELD *** DBA GRID. I have asked HATFIELD *** DBA GRID to prove and provide to me with a contract several times and they have not provided. This is an account I have knowledge of and demand this to be removed from my credit report.

  Business Response

  Date: 05/20/2024

  Hi *******,

  We have reach out to your email address on file, please see our detailed response there. Thank you for your patience! 

   

• Initial Complaint

  Date:05/15/2024

  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.

  Borrowed $50 - I have no problem paying back. 4/28/24 - asked Grid to revoke authorization on my bank. I've had money taken before it was due before, so I automatically do this. I make manual payments. 4/30 - Grid responds via email, confirming that the bank authorization has been revoked, I would NOT be charged via EFT and that they were canceling my membership. 5/11 - they processed payments of $6.69 and $24.20. 5/11 - I contact them via support "chat" on the app. I asked why I was charged when I revoked authorization. 5/12 11am - Grid: Happy to help you with this. Since you still carried an outstanding balance with us,please attach another bank account or debit card as alternative payment plans. In addition, you will also need to reach out td your financial institution about your revoke authorization request I responded back with, So I was lied to when I was told this had been taken care of? 5/12 - they processed payments of $5.41 and $26.69 5/13 - all 4 charges post to my account. Totalling $62.99 5/14 - Their response: Grid Team want to make sure we are addressing any issues that you are currently facing As a result, I have submitted this request to our escalation team. You will receive a confirmation when it has been reviewed. I truly appreciate your patience 5/15 - since they changed their mind, I decided to change mine and ask them to start my membership back up to which they responded.."Since you've revoked the authorization for us to collect payments, you've been disqualified from future services. Your Grid+ membership will remain canceled." My response: So, NOW you want to follow that? But you collected the payments anyway, so you did exactly what you said you weren't doing So why can you change your mind but I am not able to?I had payments come out of my account AFTER requesting and being confirmed that the authorization was revoked

  Business Response

  Date: 05/20/2024

  Hi *******,

  Please see our reply to your ticket for more details. Thank you for your patience! 

  Customer Answer

  Date: 05/20/2024

  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. 
  
  Sincerely,
  
  ***********************************