ComplaintsforBento for Business

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I transferred $7500 via Direct Payment to my ******************* account on 4/3/24. My bank has not received the deposit as of 4/13/24. The Payment details tell me that the Payment status is completed but my Overview screen tells me that it is processing. I have made several call to customer service 4/12, 4/10, 4/9 and was told that I should receive a callback which I have not received. I was told on 4/12 that my problem would need to be escalated to technical support. As of 4/13 I have not receive any call or email. I have still do not have my problem resolved. I have tried reaching out via email 5 time, each time with no reply. Bento For Business account Transaction in question. Transaction ID ********* ***** --

  Business response

  04/17/2024

  Per our records, after we received a request for assistance related to a missing transfer, we advised the client that we needed some time to research his concern and were escalating his request.  As of 4/17/2024 we identified the problem, returned the missing funds to the customer, and notified them by phone that they should again have access to their funds. 
  
  If the client continues to experience any problems with his Bento for Business Relationship, we encourage him to either call us at ************ or email us at ***********************************

  Customer response

  04/18/2024

  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

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/26/23 I registered my business Safe Move Transportation for a Bento account in order to provide cards for our employees. I was assisted by company account executive *********************** in setting up the account. 3 days later I deposited ****** into the account to see how things worked. On 8/1/23 I received an email saying funds were now available, on 8/2/23 I received an account termination email before I even got my cards. I emailed *************** only to get no response, I called the help line and was told it was an error and someone would get back with me in 24 hrs. Well I have called 4 times since and the customer service which seems to have no way to contact corporate has apologized and stated they dont understand what is going on. I talked to a floor supervisor who assured me I would get a call within 48 hours. Three days later and No phone call, nor email response and the phone number they have posted is no longer working. My ****** deposit is stuck with no way to spend it or idea if they have plans to return it. I am asking them for a full refund. If not done soon enough I will just call a lawyer and ask for that plus the inconvenience of driving from city to city to fill up my drivers tanks.

  Business response

  08/17/2023

  On 8/2/2023, the customers account was suspended due to potentially fraudulent activity and a notice was sent to the customer. After further review, we re-opened the account and it is now available for use.  Alternatively, if the customer wishes to close the account, they may do so by emailing us at **********************************.  If there is a remaining balance in the account we encourage the customer to:

  -Use ********************** Pay to transfer the remaining account balance to themselves prior to submitting their cancellation request, or
  -If they do not clear their account balance prior to submitting their request, a check for the remaining account balance will be issued and mailed to their business shipping address. As stipulated in the Bento Deposit Account Agreement and Terms of Service, a $15 Refund Check Fee will be applied to the account balance prior to the issuance of the check.  If their remaining balance is less than the $15 Check Refund Fee, no funds will be returned to them.  Please refer to our Deposit Account Agreement Schedule of Fees, for more information.
  
  On 8/17, after we received noticed of this complaint, we sent an additional email communicating the customer his options and steps we took to remedy the situation.
  The customer is free to contact ********************** Support at ************* if they have any additional questions.

• Initial Complaint

  05/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently made a purchase from ********************* using my Bento debit card on May 11. However, I have been informed by the merchant that they have canceled the transaction and will not be proceeding with the charge. Consequently, I kindly request that Bento For Business bank to cancel the pending transaction on my account and release the funds back into my account as soon as possible.But after waiting 18 days to provide all information that Bento requested, there were ZERO updates. Remember, Bento quickly withdrew the $29 subscription fee from my account each month. I expected the same diligence in resolving this issue. Is this the kind of service a reputable business bank provides?Prompt action is not a choice but an obligation.I request Bento release the funds back to my account within 2 ********************** days.

  Business response

  06/07/2023

  On 5/11/23 Bento received an approved authorization for this customers Bento card in the amount of $4,211.95 at merchant ********-Sonoma.  Bento placed a hold on the customers available balance in the amount of $4,211.95 in anticipation of the merchant clearing/settling the previously approved authorization.  
  
  The customer contacted ********************** on 5/12/2023 stating that the merchant cancelled the transaction and requested for the authorization hold of $4,211.95 be removed as soon as possible.  Bento requested for the customer to provide a detailed receipt indicating that the merchant cancelled the previously approved authorization including the date of transaction and dollar amount for transaction in question.
  
  On 5/18/2023 the customer provided an email from ******** ****** stating that the customers order could not be processed due to billing address and/or phone number not matching.  Unfortunately, the email did not have the date of transaction, dollar amount, nor confirmation that the previously approved authorization would be reversed.
  
  Customer received a response from our ********************** Support Team on 5/30/23 in which he was informed that we still have not received any detailed cancellation from the merchant, so we are unable to remove the pending authorization hold at this time.  This pending authorization hold in the amount of $4,211.95 will be removed 30 days after initial authorization approval (6/11/2023) and this is an industry standard that our issuer processor works within.  This timeframe can be expedited if the customer provides ********************** with receipt from the merchant indicating cancellation including details previously stated above.  If the merchant submits an authorization reversal, the authorization hold will be removed immediately.
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/29 2022 we made a test deposit into a newly opened Bento For Business account. On 12/30 at 12:00 funds from the deposit were made available. A little over 2 hours later at 2:18 we received an email stating that Bento could no offer us service and was closing the account. Not a single transaction was made and the transfer came from a business checking account in the exact same name as our Bento account. We`ve contacted Bento numerous times via their online form since they don`t have an option to email them directly, an online chat option or phone call option. The deposit was made via ACH and should have been returned to the originating account. Its been almost 1 month now and the funds have not been returned and we`ve not even received an automated response let alone a response from a live service representative. We should not have to file a complaint with BBB for an issue this small. There is no excuse such an extreme lack of service or professionalism.

  Business response

  02/28/2023

  Account was originally funded for $10 on 12/28/22. There were attempted transactions at 1 particular merchant that would have exceeded the original fund amount. This account was suspended due to potentially fraudulent activity and other findings. Rejection email was sent 12/30/2023 (immediately after 1st load due to review), advising the customer of account closure.  *********************** issuing bank does not require refunds to be paid out for any balance $15 or lower (in this case the customer has a balance of $10).  However, Bento in good faith will be sending the customer a refund check for $10 within the next week.

  Customer response

  03/02/2023

  Good faith would have been simply returning the funds back to the funding account based on the fact that regardless of your banks policy, Bento did not provide any service beyond accepting a deposit. Return the funds to the origination account via ACH the same way they were sent to you. This is very simple and should have taken place automatically. Its one thing to quote your policy in a situation in which you`ve actually provided a service. In this case you are telling us that you banks policy gives you the right to simply take any remaining funds in an account as long as its under $15... Again if you are using the term good faith then do the correct thing. Its 2023, we sent you a ACH deposit. Return our money via ACH deposit in a timely manner as its already been over two months. 
  

   

  Complaint: 18892038
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jamillian *****

  Business response

  03/06/2023

  The Customer had an account balance of $10.  Bentos Terms of Service states that any refunds will be returned to the customer via paper check.  The following was previously communicated to the customer:  

  
  Any cards that you have ordered and/or may receive have already been terminated and cannot be used. If you have a remaining balance in your Bento account, the remaining balance after all transactions have settled may be returned to your original funding source or returned to you in the form of a paper check after a $15 Check Refund Fee is charged, as stipulated in the Bento Deposit Agreement and Terms of Service. If your remaining balance is less than the $15 Check Refund Fee, no funds will be returned to you.  Please refer to our Terms of Service, section ****, Termination by Bento, for more information.

  Even though the customers remaining balance was less than $15, Bento has in good faith mailed a refund check in the amount of $10 to the customer on Friday, March 3.  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I opened an account with Bento for Business on 11/4/22. Their representative contacted me via phone to discuss my use-case for their services. I explained that I am a ******* creator and run a blog reviewing mobile phones. I also explained I would be using their prepaid **** cards to reward my ******* Members and Patreon subscribers. After confirming my use case and saying I was all set, I deposited an initial amount of money with Bento in the amount of $106 on 11/10/22. When the funds were loaded I used a single prepaid card for the exact use-case I explained to their representative. This transaction was approved and completed, but then Bento suspended my account without reason. I had already deposited an additional $500 on 11/18/22, the same day they suspended my account. I now have $546 in my Bento account, which they will not release or refund to me. I have tried numerous times to contact their support via phone and email. They continually ignore my emails and when I call they say the "back office" will follow up with me soon. I have done nothing wrong and expect my $546 to be refunded to me ASAP. My money is being held without justification or resolution. Attached is the final communication I received back from Bento, which was nearly 4 weeks ago at the time of this complaint.

  Business response

  02/28/2023

  The account was terminated as the customers desired use case for a fixed value card is not supported by our platform as we are a business expense program.
  
  Account was originally funded for $606. Balance was $533.20 at time of account closure (due to posted transactions), which resulted in refund check for $518.20 (after $15 refund check fee was subtracted).  Check was issued on 1/10/2023.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction: June 21 2022. We have been given the worst run around on stolen money from our bento for business account. ******* was deposited, I requested that 1/2 not post with a bento rep the June 17th 2022 before they posted. then all 5K posted and I called and check the account first call in the morning on 6/21/22, I let the rep. ******* know to freeze our funds since virtual cards are being made and not authorized on our account! He assured they would look into what was happening. I called back a hour later and asked now that it appears all the money was stolen, what can I do now? the rep told us to file a claim with ALL the details, so we did that very day. (please see the attached file) card#**************** ********************************* at ALAO-ETS LLC we were told we'd be contacted in 4-6 weeks, We then received at email from ********************************** Sept. 19,2022 from someone names ***** and she claimed we were denied because there was a security breach on my apple device, I called apple security and they said this is not possible due to encryption. I called again several times and emailed getting pushed all over the co., Then someone call ****** called finally on Nov. 23, 2022, I explained all that had happened and he admitted there were many errors on bento's claim process and that the claim from apple's security was valid and not a valid statement from Bento's support team claim! Then ****** ended the call by emailed me, to say I should read the "Fraud and Responsibilities" on Bento's site. This was fraud and we are not protected by ***** FDIC, ************* They are all supposed to be backing Bento for business as stated several *********************** on their web site. You wouldn't believe the emails I've sent begging for help and all the information that I have provided to help them help me! I have requested a conference call with the tech support to find out IP address and why they didn't freeze our funds before, I have not received a response so far.

  Business response

  12/28/2022

  When the customer contacted ********************** the transactions had already been initiated by the merchant payment processor and could not be cancelled or recalled due to network payment processes. Bento Support was contacted on 6/21/22 and suspended the account, provided guidance to the customer on the steps they needed to take to secure their account, and provided instruction on initiating a dispute on the fraudulent transactions.
  
  We informed the customer that their login information (email address and password) may have been compromised, we have no ability to determine when or how the user information was compromised as the login information is managed and controlled by the customer. (Generally speaking,this type of information could potentially be compromised if a someone's email is compromised, if they use the same login credentials for multiple accounts,etc.) There was no breach of Bento's security protocols. Nor did Bento communicate to the customer that Apple Security had been compromised. 
  
  Bento Support also provided the ** Address and Login location regarding the account to tue customer on 6/22/22, and this information was also provided again to the customer on 09/19/22. These were part of **********************'s efforts to assist the customer in their efforts to potentially identify who may have compromised their credentials and how. 
  
  The payment dispute process was carried out in accordance with the process in the account Terms and Conditions which the customer agreed to when signing up for their Bento Account, and we have attached a copy of these terms below. They are also posted on our website and conform to **** and Mastercard payment network policies and procedures. It was determined that the loss was incurred due to the customer's failure to protect their login information, which enabled the account to be accessed by a third party. 
  
  If it helps Bento is also willing to provide documentation of the above referenced correspondence with the customer to the **********************. We would just need confirmation from the customer that they consent to us sharing these records with the ******

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I open an account on 10/21/22 and I funded the account on 11/3/22 and the transfer posted to my bank account on 11/4/22. On 11/4/22 Bento terminated without explanation and sent a notice that there would be a $15 additional charge if there were no funds in my account upon termination. My funds were debited from my account however, Bento denied ever receiving my transfer and stated that they can not confirm whether or not my money was returned. I was told the issue was escalated and I would receive a follow up call on 11/7/2022 but that never happened . I called back on 11/10/2022 and was met with the same stonewall response.

  Business response

  12/08/2022

  ******,
  
  We show the account was opened on 10/21/22 and customer was notified of account closure on 11/4/22. We show that customers funds were returned and should have posted to the account they funded from. Please let us know if customer does not see the funds having been returned to the account.
  
  Thank you!
  

  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 3rd I woke up around 11 am PST in my home in *********, ********** and noticed several transaction notifications on my bento app. These transactions were for a target store in ******, **. I immediately recognized them as fraudulent and then stopped my card. I was advised by bento to wait until the charges had settled to call them and file a dispute.On September 5th I called and disputed the now settled charges. I filled out the claim form and emailed it to the fraud team on September 5th.On September 20th I received an email saying my claim was denied due to the fact the account was verified through OTP and therefore was not fraudulent. This is simply not true, I have not received an OTP request on phone or email since June 4th and that was for my phone in ********, ******. I was not in ******, ** nor have I ever been in ******, **. My related charges are all either online or locally to ********/Vancouver.Here is the list of disputed charges Sep 3, 2022 10:18am PDT TARGET ******, ** -$488.94 Sep 3, 2022 10:19am PDT TARGET ******, ** -$460.09 Sep 3, 2022 10:20am PDT TARGET ******, ** -$218.14 Sep 3, 2022 10:37am PDT TARGET ******, ** -$464.03 Sep 3, 2022 10:38am PDT TARGET ******, ** -$456.48 Sep 3, 2022 11:00am PDT TARGET ******, ** -$476.25 Sep 3, 2022 11:01am PDT TARGET ******, ** -$486.64 Sep 3, 2022, 11:02am PDT TARGET ******, ** -$412.00 Bento should be refunding all these as fraud and I have included a fraud response with more details as to why this should be refunded and it also includes my OTP history with bento which shows I didn't receive one at the time of the fraudulent transactions

  Business response

  12/08/2022

  Hi ******,
  
  Credit was issued to client on 12/7 for all the following in question disputed Transactions identified in the complaint. These will be noted as Chargeback Credit under Transactions.
  
  Sep 3, 2022 10:18am PDT TARGET ******, ** -$488.94 
  Sep 3, 2022 10:19am PDT TARGET ******, ** -$460.09 
  Sep 3, 2022 10:20am PDT TARGET ******, ** -$218.14 
  Sep 3, 2022 10:37am PDT TARGET ******, ** -$464.03 
  Sep 3, 2022 10:38am PDT TARGET ******, ** -$456.48 
  Sep 3, 2022 11:00am PDT TARGET ******, ** -$476.25 
  Sep 3, 2022 11:01am PDT TARGET ******, ** -$486.64 
  Sep 3, 2022, 11:02am PDT TARGET ******, ** -$412.00
  
  Total $3,462.57
  
  Visa denied the claims and communication was sent to client. Bento then reimbursed the client. Reimbursements are done by our processor and not by Bento directly. Bento followed up with our processor to get the specific date these occurred. 
  
  Any other questions, please feel free to contact us.
  
  ******
  

  
  

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had mutiple unauthorize and suspisous transactions on June 9 begining at 2:30pm. We didn't receive any email or text about these suspecious transactions, it was until I received an email for low funds, which it was weird to me because we had just added money to the account. I check the account and is when I saw all these transactions that only said "LOAD" and for card it says "N/A". When issually for each transactions it provides the store name and Card Name. I called Bento customer service and they told me they were going to take a look on the account and call back in 24 for hours, but they said they were not going to dispute the transactions yet. I called again in 24 hours and they didn't told me exactly what had happen and just fill out a form they sent to our email. I fill it out and sent it. It was until June 26 when we received an email for Bento saying that all our request for dispute were rejected, because they didn't found an error. I called Bento on June 27, because I wanted to the name of the store were we "supposedly" the card was used and card name, but they were unable to provide that informationa and they just repetaed themselves that dispute was rejeted and I requested the documents that was used to determine this outcome and I'm still wating for that. Bento told me the case is closed and that they can't do anything anymore. It was a total of $5,415.05 that we lost. Bento it is not a safe company that you can trust for your funds. It is hard for us to make that much money and it is no fair that in matters of minutes these people get that money.

  Business response

  07/26/2022

  Teresa 
  
  Good afternoon, I apologize for the delay in getting back toy.  We have sent an e-mail to the consumer through our platform.  

  Thanks, 
  Erica 
  

  
  

  Customer response

  07/27/2022

   
  Complaint: 17488941
  
  I am rejecting this response because:

  Bento only sent an email for the steps that someone can take when fraudulent charges appear on the account, which we already did. There were no an specific answer to our case, which I still don't know where all the funds went to. That is our question, where our funds went to. 

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I opened an acccount with this scam company and after a month or so of not funding it i finaily sent in ******. well they immietely sent me and email clsoing the account. and it took the 27 days to get me the funds back and send a check so out of whack and disgusting it could barely be deposited. like it was peeled off the floor of the bathroom at bento for buisiness. Shameful really. And then here is the best -part IT BOUNCES. my money coming back to me from a bank BOUNCES. talk about tacky. its now been 69 days and I DO NOT HAVE MY ****** DEPOSIT BACK TO THIS DAY. COMPLETE SCAM

  Business response

  12/13/2021

  This customer cashed their check on 11/9/21 (based on the date on the back of the check) and therefore has their funds. Attached are both copies of the expedited shipping tracking and a copy of the cashed check. Based on this the claim they made with the BBB should be closed and marked as resolved.

  For background context, we partner with **************** (member FDIC) where our customers deposit any funds for their Bento for Business account. Customers have a direct agreement with the ************* in addition to their account agreement with Bento. The Bancorp requested that this account be closed, and as part of the standard process the customer was sent a communication letting them know this was happening and that they would receive a check with their remaining balance. 

  The Bancorp subsequently identified what they thought was an attempt to cash a fraudulent check for the same amount as the one they sent the customer. We communicated with the customer, who stated that they used a check service which appears to cut off one of the digits from the original check number. This incorrect check number triggered The Bancorp to flag the check as potentially fraudulent and to decline the payment. After this was clarified The Bancorp sent a new check via expedited shipping to the customer, which they cashed on 11/9/21. 

*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. ↩