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:10/06/2024

  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 started in good faith and opened an ******* with ********************** for their Credit Card product for credit building. I made my initial payment to start ******* of $89.00 from my ***** ******** Payment was successfully made and posted on 9/20. I proceeded to contact Atlas and inform them that my initial ***** ******* was compromised with fraudulent charges and informed Atlas about this through the support app which is the only way to communicate with Atlas as there is no live agent to speak to by phone. I re linked my new ***** ******* and also made my 1st $20 deposit for my Atlas card. I noticed that the payment was pulled form my previous ***** ******* that was closed and restricted due to fraud and not my new linked ***** ******* I did not get responses back from Atlas that directly showed they understood and did not address the issue not did they do anything to correct the issue other than a message instructing my to link my ***** ******* which I already did. I also received a message from ***** back asking if I authorized a charge from Atlas in the amount of $20 to my closed ***** ******** It seemed there were multiple attempts from Atlas trying to charge my closed ******** ********************** did not respond to my communications about this nor did Atlas do anything to correct it. As of 10/6 i received a message from Atlas that they closed my ******* due to vague non discript security issues. I asked for my $89 to be refunded to my correct active ***** ******* and now I my ********************** *******bis closed and I can no longer log in or contact Atlas. I only have a previous text message sent and I have saved all screen shot conversations from the Atlas app. I want my $89 refunded immediately to my correct active ***** ******** The service and communication is beyond horrible and extremely difficult as ther is no number to call and the response from the support app is slow, almost non existent with no real response to the initial problems and issues. Everything is vague. I want me refund of $89

  Business Response

  Date: 10/11/2024

  Hi Jonathan, we apologize for the inconvenience. We've worked with our support team to address your concern. As informed, we've closed your account and refunded the full amount. In case of further assistance, kindly reply to the same email thread. Thanks

• Initial Complaint

  Date:10/05/2024

  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 was solicited about a credit card option that included credit rebuilding. I applied for this card, thinking it to be a unsecured credit card based On the description provided by Atlas. When I received the confirmation it was for a $10 limit on the card. I tried to contact them, but you cannot call them or email them. Everything is done through a bot on an AI text messaging box.I received a card in the mail and attempted to cancel my account once again and in review saw that I had been charged not only an $8.99 monthly fee for a $10 available credit, but also an $89 membership fee. Obviously, this is not really helping my credit at all, and it is only serving to take more money from me when I am already strapped for money. I am a senior citizen and also disabled. I had to change my deposit of my disability check to a different bank account as they kept taking out more money from my account I also unlinked my bank account from their company, but I am still being charged by them.I am very frustrated at the inability of this company to actually have a live person. Talk to their customer regarding cancellation. I keep going around and around with an AI/bot in a chat group asking to speak to a team member. All that does is transfer me to another AI bot Being on a fixed income, makes it very difficult to live these days, hence the reason for me, looking for a credit card to allow me to reduce my monthly expenditures by putting things like bills or emergency needs spread out overtime. But the Atlas card does not provide that at all.I am sure there are many people that may not notice that theyre taking out $8.99 a month because they have enough money to cover that however, my expenses are down to the pennies so anything a dollar a problem for me.Enclosing this card was not at all what it was represented to be. Plus, I have not been successful in contacting someone for a refund of the $89 fee. I paid. As well as stopping the $8.99 monthly fee.

  Business Response

  Date: 10/08/2024

  Hi Fran, I'm sorry to hear that and apologize for the inconvenience caused. Upon review, we can see that our customer support team has responded to your email and your response is awaited. It appears that you may not have read the email yet. For further assistance, please reply to the same email thread. In the meantime, I've additionally flagged your case to our support team and you should hear from them soon. Thank you for your patience. 

• Initial Complaint

  Date:09/30/2024

  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.

  They make it so difficult to cancel/close your account. I have tried three times to close my account and I keep getting billed from them. It's very frustrating.

  Business Response

  Date: 10/02/2024

  Hi *******, I sincerely apologize for the inconvenience caused. I can see that your account has been closed and our support team have confirmed this over email. The reason your account wasn't cancelled in the past is because we didn't receive your final confirmation on both times. While we are sorry to see you go, we truly appreciate you giving our services a try. Thanks
  

• Initial Complaint

  Date:09/30/2024

  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 signed up for the Atlas card sometime in August 2024, as it said it could help with my credit. I understood about the $8.99 monthly fee for participating in the program, but that's all I really understood in how it worked. Over the next few weeks, Atlas moved money from my bank account to the ********************** account for a total of $175 through there Smart Save program. I guess I didn't understand how that worked, but I didn't like the company removing random amounts out of my checking account without my knowledge so I deactivated the Smart Save feature. I was having concerns about the benefits of using this company and thought about cancelling the service, but I have this $175 in the Atlas account and I don't want there to be delays getting that money back to me, so on 9/27 I use the Atlas card to pay a bill of $172.35, not completely utilizing the available balance. However, on 9/30, I notice that Atlas has initiated a transaction from my bank account through their ***************** to pay the balance on my Atlas card. Huh? What balance? I had $175 available in my Atlas deposit account and I paid a bill less than that amount, so how do I have a balance due? I tried to reach out to customer service for assistance, but their customer service is non-existent, as chat messages will be answered in 24 - 48 hours and customer service via phone wants you to leave a message, as well. At this point, I don't like how this card operates and I just want to cancel my service and cancel the pending withdrawal transaction the Atlas app is showing in my account.

  Business Response

  Date: 10/02/2024

  Hi *****, I understand your concern. I can see that our support team has already addressed your query. Also, the remaining balance has been transferred to your bank account. In case you still have further concerns, please feel free to reply to contact us. Thanks

• Initial Complaint

  Date:09/27/2024

  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 wanted cancel my account but they refuse contact me

  Business Response

  Date: 09/29/2024

  Hi Benwa, we are sorry to hear that and apologize for the inconvenience caused. Upon review, we can see that our customer support team have already cancelled your account and have submitted request for refund. In case of further questions or concerns, please reply to the same email thread. Thanks

• Initial Complaint

  Date:09/27/2024

  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.

  I have sent the proper documents to them and they are keeping my account restricted days later, they have all my money and puttin my bills late ect. I want to file charges as well

  Business Response

  Date: 09/29/2024

  Hi *******, we are sorry to hear that and apologize for the inconvenience. I can see that our Risk Team have already reached out to you and informed that we have unlinked the bank account, unpaused your Atlas account and updated your phone number. In case of any further concerns, please reply to the same email thread. Thanks 

• Initial Complaint

  Date:09/26/2024

  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 opened an account with ********************************************* card and made a 150 deposit to my account then I found more charges that wasn't disclose to me .then they restricted my account and I ask for closing my account and refunding my money they are not answering my text or request.They just keep saying we will get back to you.I am not satisfied and want to close my account immediately and refund my money to my debit card.

  Business Response

  Date: 09/29/2024

  Hi ******, we sincerely apologize for the inconvenience. Upon review, we can see that the refund is under process and it should reflect on your account within 3-5 business days. Appreciate your patience! Thanks

  Customer Answer

  Date: 09/29/2024

  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.
  As soon as I receive the balance of the refund I will accept the business respond.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/24/2024

  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 had apply on 9/23/2024 for the Atlas credit card as they advertised it as such. Which is not the case, Minutes after I applied for it and realized it wasn't a regular credit card. I tried to cancel it but there is nowhere in the app you can cancel it yourself and there is no number to call. I send a chat message to them. I immediately requested to cancel the process. They said sure and within 48 hours my account would be canceled. The very next day, I received a message saying that payment has been initiated and my account is active after they said the account will be canceled within 48hrs. I sent another chat again as well as an email on 9/24/2024 asking them not to charge my bank an account and to cancel my Atlas account. They said they will take care of it. By the end of the day they withdrew $89 from my account without my permission or authorization after I had already requested my account to be canceled. They stopped responding to my email and chatI . I sent them a message again telling them I do not authorize any more withdrawals from my bank account and to cancel my account once again. They stopped answering my chat .My account is still active as of now. I Want them to cancel my account , stop withdrawing money from my bank and refund $89 to my bank account as soon as possible. This is not a company one should do business with. They are unprofessional and a scammer They need to be investigated and put out of business. Their business practices are unethical.

  Business Response

  Date: 09/26/2024

  Hi ****, we apologize for the inconvenience. Upon review, we can see that our customer support team have cancelled your card as requested and refunded the fee to your bank account. In case of further questions or concerns, please feel free to contact us at ************************************** Thanks

• Initial Complaint

  Date:09/23/2024

  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 was in the process of doing the credit card application for Atlas credit card but then decided to change my mind because they ask for a lot of information as if you will receive an actual credit line but they trick you into a membership instead and give a credit line of only $25 after getting all your information. The fee is $8.99 a month to use the $25 which I found this to not be worth it. I did not agree to the $8,99 fee and did not finish the application, so they kept emailing me to complete the application. I spent several hours trying to find how to cancel my application but was not able to find it anywhere on the site. By the next day they forcefully took $8.99 out of my bank account even though I did not complete the application. I looked up on ****** in how to cancel the account but was not successful with those steps. So I kept searching the Atlas app help menu which was still not letting me cancel and it took a lot of unnecessary steps leading me to believe I can cancel but it was AL robot chat that told me I have to wait over ********************************** to cancel. I still have not heard from anyone and they keep sending emails about how great the Atlas card is to have. I did revoke my bank sharing and the account is paused for now. Can you please help me cancel my account from this fraudulent company as soon as possible, This is the same reason ************ was sued because they made it hard for customers to cancel. Altlas card is doing the same thing and it need to be stopped. I want the account closed asap.

  Business Response

  Date: 09/23/2024

  Hi *******, we sincerely apologize for the inconvenience caused. Upon review of your account, I can see that your account has been closed today and our support team have confirmed this over email. Also, we've issued refund for the membership fee. It'll reflect on your bank account within 3-5 business days. In case of further questions or concerns, please feel free to contact us. Thanks

  Customer Answer

  Date: 09/25/2024

  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:09/23/2024

  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.

  Atlas Rewards Credit Card - they tell me my physical card (not just the number) was used in *********** at Target 2 times for ***** each time, 1 minute apart. I confirmed that at the time I, and the physical card was in ***** at my house, and this was not me nor were there authorized purchases. I then filled an official dispute to the charges. They came back and said that "there was no error, therefore I am 100% responsible for the fraudulent charges"Apparently, they have zero fraud protection with their card, which I thought was included with any ********** account. I just want a refund on these two disputed charges.

  Business Response

  Date: 09/26/2024

  Hi *****, we apologize for the inconvenience caused. We've worked with our disputes team to re-review your disputes claim and issued the credit to your account. If there is anything else we may assist you with, please feel free to contact us at ************************************** Thanks