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:08/05/2025

  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 8/5/2025, i donated plasma at Octapharma located at ************************************. As compensation for my time, i was given a Prepaid card with $75 loaded onto it. I was told i had to call to activate it. Later in the day, i called the number on the catd to activate it, which i had no problem doing. as i looked through the fee schedule, i noticed that there is a $1.50 fee for ATM withdrawls, but $0 fee for Card-to-bank transfers. so i called ************, the number on the back of the card, to find out how i can set up the bank transfer. the representative ** told me that i needed to download the Flintwist App to register the card to be able to set up any future deposits for the card-to-bank transfer. i told her that it doesn't mention that in the paperwork that i received with the card. i looked over the terms and conditions and the fee schedule and no where, was i able to find where it says that i have to register the card in the Fintwist App first, in order to be able to do a Card-to-bank transfer. On my phone call, i asked to be transferred to a supervisor and i spoke to Ania (ID # ********, she repeated the same information that ** said. I asked where it says in the Terms and Conditions where it mentions that the only way to register the card is within the App, she was not able to tell me where it says that. i relayed my frustration as this feels like a bad business practice to not be notified of this as the only option. my complaint is in order to be able to transfer my money off this card (other than using it to pay for a purchase, using a signature) would be to download an App, i do not agree with this business practice.

  Business Response

  Date: 08/12/2025

  Dear ****** **,

  Thank you for giving us the opportunity to address your concerns regarding the "Card to Bank" transfer feature associated with your card.

  We understand there was some confusion during a previous conversation, where it was communicated that downloading the app was required to access this feature. We'd like to take a moment to clarify: the "Card to Bank" transfer option can be accessed either through the Fintwist mobile app or via the Fintwist website. However, please note that this feature supports only automatic direct deposit transfers and does not allow for manual transfers.
  

  We sincerely apologize for any inconvenience or confusion this may have caused. Your feedback has been noted and shared with our upper management team for further review.
  

  If you have any additional questions or require further assistance, please dont hesitate to reach out. We're here to help.
  

  Warm regards,

  Executive Response Team

• Initial Complaint

  Date:06/05/2025

  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 April 11th, 2025, I checked the Fintwist app and saw that $1,186 had been withdrawn for a Cash App account that I dont have. Another $214 was also taken for Cash App. Ive been contacting Fintwist for two months and keep getting the same runaround. I informed them that I cant initiate a dispute from my side. One employee accessed my account and said she would dispute it, advising me to watch for an email from ********************** I never received the email, and when I called back, I got different answers each time. The last person I spoke to on June 5, 2025, said no dispute was filed and he couldn't help with it.

  Business Response

  Date: 06/16/2025

  ******,
  
  We apologize for the delays in receiving a response regarding your disputes. Unfortunately, at the time of the dispute filing, we had system errors that were preventing the disputes from reaching our fraud team. 
  
  As a result, a provincial credit of $1186 has posted to your card balance while the fraud investigation is under way. A chargeback credit of $214.00 was submitted on 6/16/25 and should post no later than 6/18/25 toward your card balance.
  
  A separate email with the expectations was provided from our escalation agent and his contact information provided if you have further questions or concerns.
  
  We thank you for bringing this situation to our attention and hope you find our response satisfactory. 
  
  Thank you

• Initial Complaint

  Date:05/17/2025

  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.

  Was paid through a plasma donation service through one of their cards. The fee schedule states a 50c fee for bank transfers- fine, whatever.However, signing in to their service, you will find that hitting the "transfer" button will take you to an error screen- "The information you provided could not be validated. Access to this service cannot be granted at this time."- and has, for the past 9 months, if the internet is to be believed.Called support, which started by them telling me that no, you can't actually transfer your balance, you can only set up direct deposit for future funds- and after 30 minutes of trying to set up direct deposit, support reset my account and told me it was "set up incorrectly" and refused to work with me further. It's my *strong* belief that these accounts are set up with incorrect information on purpose, to give the business an easy out to stop working with customers- things like phone numbers, birthdates, and addresses were entered incorrectly on both mine and my partner's accounts on creation (we did not create these accounts ourselves, they were done by the plasma center which is fastidious in its details.) This information also cannot be updated by the user, as trying to update user profile info, again gives another error- "reCIPUnableToValidate".Functionally, the ability to transfer funds to the bank does not exist. Nowhere in the agreement does it state that bank transfers can only be done with direct deposit as they come into the account and not with existing funds, but even that direct deposit functionality is broken and could not be set up in a 30 minute call to support- a massive failure. This has been an issue for months ( ****************************************************************************************************** ) and the business clearly does not care to correct it. At least remove the option from your site and fee schedule so people don't waste their time like I did. Scum.

  Business Response

  Date: 05/22/2025

  Greetings!

  We would like to thank you for bringing this matter to our attention; and the opportunity to address your concerns. 

  We attempted to contact you to collect some additional information. You answered the line on one of the phone attempts. However, you stated you were not interested and disconnected the line after the introduction and disclaimer was made. Due to us providing multiple card products, we are a card to card business. This means we must obtain a card / token number in order for us to provide specific responses to inquiries. Otherwise, we are limited on the assistance we can provide. 

  We apologize we weren't able to provide more clarity in reference to this issue. 

  If assistance is still needed regarding this matter, please don't hesitate to reach out to a member of the team.

  Thank you, 

  Customer Answer

  Date: 05/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23343342
  
  I am rejecting this response because:

  I have already wasted enough time on the phone with support staff trying to resolve this, I'm not going to waste more on a random call from your company during a work day. If you need more information, then you may send a message through the BBB site or an email if you must- but the screenshots I've posted should give you more than enough information to either resolve this longstanding issue or remove the claim that bank transfers are available from your materials and change the error on your site to something actually helpful.
  
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:05/16/2025

  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 1/09/25, I received a text from my payroll card company, Fintwist, that there was an authorized transaction of ******. I knew this wasn't me so I called the number immediately and spoke to customer service. They told me the transaction took place in *******, ** at a *******. I told them it wasn't me. She told me there was nothing she could do because it was authorized and my money was "gone", She told me I had to wait 7 days to file a dispute online. I did what she said and made a police report. The police found that I was likely a victim of a skimmer. They found video footage of someone using my card. I waited two weeks and called costumer service again and they told me to be patient and keep an eye on my account. I emailed their fraud dispute department and only got an automative response. I have called one other time and they tell me they are "moving it up a level". I emailed again and got the same response. I feel they have no intention of returning my money and hope Ill just let it go. Its been over four months now. I feel like most banks would have returned the money by now.

  Business Response

  Date: 05/21/2025

  *****,

  We hate to hear about your experience with our dispute process. After reviewing the initial dispute from January, it was determined that a (now known) system issue prevented all of the transaction data to reach our fraud team, resulting in an unfiled dispute.

  As a result, a new dispute was filed on your behalf and approved to credit on 5/21/25. Please allow ***** hours for this credit to appear on your card balance.

  A separate email providing the above response and expectation was provided by our escalation agent handling your complaint.

  Thank you for your patience while we worked to resolve this matter for you.

  Executive Response

• Initial Complaint

  Date:05/09/2025

  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 get money from the plasma center on this card. The *** did not give me my money so I called to file a dispute and they told me I have to wait 7 days just to file the dispute, mind you all my money was taken off my card at the atm and I cant even depend on this bootleg company to try to get my money back!!

  Business Response

  Date: 05/13/2025

  Greetings, 

  We appreciate the opportunity to address your concerns regarding the 7-day waiting period to file a dispute and to provide you with a resolution. 
  
  The 7-day waiting period is to allow the transaction(s) to fully settle. 
  After 7 days, you may file the dispute online or file it with an agent. 
  To obtain an update on your dispute, please send an email to ********************************************* and include your fraud dispute reference number and contact information. 
  
  If you need further assistance, please send an email to ****************************************** and enter your reference number ******** in the subject line and your contact information in the body of the email. An agent will contact you as soon as possible. 
  
  Thank you for your time and patience. We value your business. 
  
  Best regards, 
  Comdata

• Initial Complaint

  Date:04/23/2025

  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 had a debit card from Fintwist and there should be $967.79 in the debit card. I found out that there is 0 balance there, but I know the fact that I haven't used this debit card at all. Also, I just found out that the debit card was expired on 07/2023, but they didn't send me a new one. I even created a online account but the account shows 0 balance there. I was so confused and upset about where the money went since I haven't used it at all. I called them multiple times in order to discuss about this issue to the representative but there wasn't an option to connect with them.

  Business Response

  Date: 05/01/2025

  Greetings, 

  Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue. The details are outlined below. 
  
  Your funds in the amount of $967.79 were returned to the state of ********* on 9/12/24 as unclaimed property. 
  

  As we discussed, I provided you with a separate email with the link and steps on how to claim your funds. 
  
  The state of Minnesota will refund you by issuing you a check. 
  

  For further assistance, please send an email to ****************************************** and enter your reference number ******** in the subject line, your request in the body of the email, and please include your contact information. An agent will contact you as soon as possible. 
  
  Thank you for your time. We value your business. 

  Best regards,   
  Corpay

• Initial Complaint

  Date:04/10/2025

  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.

  My debit card was stolen on Jan 21 2025. I immediately filed a dispute against all the charges made on that day totaling in the amount of $3154.00. I did this over the phone and in the app. Since then I have received nothing. Nothing to let me know the status of the dispute. I call every other week to check and they keep telling me its being processed and they cant connect me to someone in the dispute team to speak with. Now Im being told that they are having issues with their system and thats why its taking so long. Ive completely lost faith in this going my way and that Ill ever see my money returned to me. If I had a choice I would not choose this way of payment I would want direct deposit or a gift card not a debit card.

  Business Response

  Date: 04/23/2025

  *****,

  We hate to hear about your experience with our dispute process. After reviewing your disputes, it appears a system error with the online portal has blocked the disputes from reaching our Fraud team in a timely manner. 

  As a result, we requested the disputes filed be credited in full. These were approved and should appear toward your card balance within 48 business hours.

  An email was provided on 4/17/25 detailing which disputes we received and requesting you to review all card activity. If you have further questions or concerns, please do not hesitate to reply to the email within 72 business hours.

  Thank you for your patience while we worked with our internal teams to find a resolution for this concern.

• Initial Complaint

  Date:03/06/2025

  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.

  **************** is hanging up on customers trying to dispute transactions.

  Business Response

  Date: 03/11/2025

  Greetings, 

  Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:
  
  In reviewing the transaction, please wait 10 days from the date of the transaction to file the dispute. You may file online or call customer service. 
  The dispute is in the amount of $19.63 plus the $1.25 on 3/6/25.
  The information for the transactions is as follows: 
  Website: ***********
  Phone number: ************
  

  If you would like further assistance, send an email to ****************************************** and enter your reference number ******** in the subject line. In the body of the email include your request along with your contact information,  A Support agent will contact you in 24 to 72 business hours. 
  
  Thank you for your time and patience. We value your continued business. 
  Corpay

• Initial Complaint

  Date:02/24/2025

  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.

  Yes,l. I was to have a deposit into my account In the amount of *******, they refuse to help track it down on their end and said they can not do anything or see anything but just said looks like yoy made someone else day. My employer is tring to get it back but Fintwist is over seas and are not helping things.

  Business Response

  Date: 03/03/2025

  Greetings, 

  Thank you for allowing us the opportunity to improve your experience with us. In reviewing your card, the following issue was identified and resolved:
  
  In error, your payload went to the incorrect account. 
  On 2/25/24, our agent took action by emailing the proper department to correct the error. 
  The payload of $1,1175.30 was loaded to your card on 2/26/25.
  
  We apologize for the inconvenience this has caused you and are pleased we were able to rectify the issue promptly. 
  

  If you need further assistance, send an email to ****************************************** and enter your reference number ******** in the subject line. Please include your request and your contact information in the body of the email. A support agent will contact you within up to 72 business hours. 
  
  Thank you for your time and patience. We value your business.   
  
  Best regards,

  Fintwist

  Customer Answer

  Date: 06/01/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22983986
  
  I am rejecting this response because:
  
  They deposited in wrong acct # then finally put into my acct the employers payroll sent letter to have money returned to them. So when they pulled it back out of my acct I thought it went back to ***********. They never received the money. And I can not get direct bank persons to speak with for fintwist. I would like to have all my money put back and any fees they have charge. Me for acct being over drawn.
  

  
  

  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/05/2025

  Greetings, 

  We appreciate the opportunity to address your concerns with the funds of $1,175.30 and provide you with a resolution. 
  
  The funds were sent to us from your company, however, they entered the incorrect contract/account number. Yours ends in 68 but they entered 78. 
  
  The funds were loaded to your contract/card on 2/26/25. We then received a request from ********************* to return the funds. The funds of $1,175.30 was returned to **************** on 4/2/25. 
  
  Given that you had made purchase's, it caused a negative balance of $-989.65. 
  
  A one-time courtesy credit of $91.20 was approved on 6/3/25 for the decline fees after 4/2/25.
  
  Please contact **************** and your company. They will need to resolve the issue since the funds were returned. 

  If you would like further assistance, please send an email to ****************************************** and enter your reference number ******** in the subject line and your request along with your contact information in the body of the email. A support agent will contact you as soon as possible. 

  Thank you for your time and patience. We value your business. 
  Corpay

• Initial Complaint

  Date:02/19/2025

  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.

  I filed a dispute for $263 on my debit card from this company. They approved it, said money would be issued back to my card with-in 24 to 48 hours. It wasn't. I called them a week ago and was promised again I would see it in 24 to 48 hours and repeatedly told ":no worries". I called again today and was told the same thing, then repeatedly jerked around trying to speak to a supervisor. After the fifth call today I got supervisor who told me they are having trouble putting the money back on my account and don't know how long it will take?It's their debit card, why ll the lies?

  Business Response

  Date: 03/04/2025

  Greetings!

  We received your complaint regarding not receiving your reimbursement on a previously submitted fraud dispute. We have collaborated with our **************** to obtain clarification. 
  
  The fraud dispute was approved for reimbursement. The funds were processed and deposited to the card on file on 3/3/2025. Successful contact was made where you provided verbal confirmation that you did receive the deposit. You stated there was no additional assistance needed. 

  We would like to thank you for the opportunity to address and resolve your issue. 

  If assistance is needed regarding any other matter, please feel free to reach out to a member of the team. 

  Thank you, 

  Executive Response  Team