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:11/01/2022

  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.

  Someone apparently used name, address. SSN possibly?? And set up an account with a business I don't even recognize to make transactions I don't recognize and never authorized! I hereby request MOVO and any of its associates to Delete and scrub ALL information associated with my name my identity and all associated identifying and contact information immediately! This has caused a great deal of stress and and anxiety for my family and I do not want it to cause any more problems.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/04) */
  We were first notified from***** through this *** Complaint. We located the account and send***** a follow up email on the ways to keep your information safe.
  We are deeply sorry that their identity was compromised/stolen outside of MovoCash and then personal information was used to fraudulently open an unauthorized Movo account. We have fraud mitigation protocols in place that notified the individual. Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.

• Initial Complaint

  Date:10/06/2022

  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.

  Movo Digital Cash account was created in my name fraudulently. Oct 5th, received email that my "password was changed," then received 17 emails about cash being moved around on October 6 .
  
  I did not create a Movo account.
  I did not fund a Movo account
  Any cash movements are not created by me, not authorized by me, and are causing undue anxiety, stress and hardship.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Contact Name and Title: ****** Banking Director
  Contact Phone: ************
  Contact Email: ****************
  Movo Has Closed the account as previously communicated Through ***. We do value personal touch please reach out to us if there is any concern.
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/03/2022

  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.

  An account was created with my information without my consent. I believe this to be identity theft and fraudulent.
  I would like this account closed and this to be resolved.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Hello,
  We have researched the account info based of the name provided. We have located the account and closed it.
  This review would be the first attempt of ******s to inform us he was a victim of identity theft.
  Thank you!
  
  
  Consumer Response /* (2000, 7, 2022/10/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company located and closed the account.

• Initial Complaint

  Date:09/19/2022

  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.

  Someone opened a fraudulent account in my name. I received a card and welcome message through the mail on 9-19-22. I called them up to tell them it was fraud and to have any accounts in my name closed. They did nothing told me they would call me back.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We reached out to the consumer and spoke with her yesterday and are deeply sorry that their identity was compromised/stolen outside of MovoCash and then personal information was used to fraudulently open an unauthorized Movo account. We have fraud mitigation protocols in place that allowed us to close the account within 48 hours after opening. Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.

• Initial Complaint

  Date:09/14/2022

  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.

  9/1 I received an email stating an account had been made, but I have never heard of this company. I contacted company to report fraud. Received another email 9/4 that password had been reported as forgotten and a link to reset. I called again to have it close out. I spoke to someone over the phone and received an email stating all my info had been scrubbed. 9/13 I receive an email that someone had once again asked for a password reset on this account. I have never heard of this company or used this company before. I want all of my info scrubbed and for them to stop helping whoever hacked my info.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/21) */
  We reached out to the consumer and spoke with her yesterday and are deeply sorry that their identity was compromised/stolen outside of MovoCash and then personal information was used to fraudulently open an unauthorized Movo account. We have fraud mitigation protocols in place and after being notified by the consumer about the unauthorized account opening, we were able to fraud-block the account within 48hrs of the account being opened. The account is closed. Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While the company reached out and apologized, their fraud systems are broken. After the first report, the fraudulent account was not closed and the scammer was still trying to utilize my info several days later. My desired result is for the company to be honest, review their policies for people to open accounts (tighten up their policies), and ensure this does not happen again to myself or others.
  
  
  Business Response /* (4000, 9, 2022/09/29) */
  We have fraud mitigation protocols in place and after being notified by the consumer about the unauthorized account opening, we were able to fraud-block the account within 48hrs of the account being opened. The account is closed. We are glad that our protocols in place were successful at notifying the identity theft victim via email at time of opening allowing her to notify us within 48 hours.
  Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.
  
  
  Consumer Response /* (-5, 13, 2022/10/03) */
  I would like to note that the business is misrepresenting timelines. Business said it spoke to me yesterday on 9/21, but that is not accurate. It also said my account was closed when first reported, but also inaccurate as I called 9/4 to report fraud and by 9/13, they were still entertaining the person fraudulently pretending to be me . While there is no action right now to take, I want a clear record that the business is not honest about dates/times.

• Initial Complaint

  Date:09/14/2022

  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.

  I just want an account that was fraudulently opened under my name deleted. I received an email stating that someone opened a MOVO bank account in my name. I did not open the account it was opened fraudulently. I proceeded to call MOVO and let them know I want this account deleted. They tried asking me to confirm it was my account but since I didn't create the account I cannot do that. They said they'd investigate it and contact me later. I've yet to receive any call or email from them since. I just want the account deleted. I've never even heard of this business until now. Looking at other complaints I'm now worried the account won't be deleted and whoever stole my information for this will not be stopped.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Contact Name and Title: ****** dir of banking
  Contact Phone: ************
  Contact Email: ****************
  We reached out to the consumer and spoke with her today and are deeply sorry that their identity was compromised/stolen outside of MovoCash and then personal information was used to fraudulently open an unauthorized Movo account. We have fraud mitigation protocols in place and after being notified by the consumer about the unauthorized account opening, we were able to Close account.Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.
  
  
  Consumer Response /* (2000, 7, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The woman who contacted me from Movo, (I believe her name was ******) was very understanding and professional. She let me know that the fraudulent account has been closed and actions were taken to prevent this from happening again in the future. She was very kind and I appreciate all she's done to help me out. I'm glad this was able to be resolved.

• Initial Complaint

  Date:09/06/2022

  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.

  I want to resolve an ongoing issue that I am having with Movo due to fraudulent activity occurring in my name and using my personal information. In September 2022, I received an unsolicited Movo email stating an account had been setup and monies deposited. I called Movo customer service at************* and explained to the Movo representative/ agent that I had not personally opened a Movo account and had not requested an funds. I further explained I had never heard of this company. He stated that the account and card were likely requested and opened fraudulently by an unknown party using my personal identifying information. I was told to take a screenshot of the email and forward it to *****************. I asked that the Movo account in my name and personal information be closed and the card officially fully cancelled (not activated); the representative/ agent stated that the account would be investigated as fraud and I would receive a response within 24-48 hours. I also filed a police report with my local police department in regards to identity theft concerns.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Upon receiving a communication directly from ********* notifying us that she had never opened a MovoCash account, we did a thorough review and are closing the fraudulently opened account in her name in accordance with Movo compliance regulations and policies and procedures.
  
  We are pleased she filed a police report as Movo works closely with government agencies and other financial institutions to protect against illegal financial services activities and unauthorized opening of accounts.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Based upon the number of complaints similar to mine that have been filed with the BBB, this company should not be allowed to continue. Clearly they have not mitigated the things that will make it more difficult for individuals to setup these accounts. For example, require individuals to submit a photo identification. Since I did not setup the account, I have no idea what personal information of mine was used to open the account. I know they had my email address as well as my physical address. Did they also have my SSN? Because I did not setup the account, I have no way to verify this company actually removed it. What does removing the account look like? Has all of my information been wiped free and clear from their systems? Prior to this incident, I already had my credit frozen on all three credit bureaus, so how does this still happen? This company has demonstrated repeated negligence. Why are they still in business? Emailing customers an apology and to state they have closed the fraudulent accounts isn't enough. This company isn't interested in keeping this from happening. They are responsible for these activities and it is my desire to see them shutdown.
  
  
  Consumer Response /* (-5, 9, 2022/09/12) */
  ***Document Attached***
  The company responded to the original complaint and said they had deactivated and removed the account. Today I received an email (photo attached) informing me my account had been credited.
  
  If the fraudulent account had been deactivated and removed, why is there any transactions still happening? I want this company shutdown!!
  
  
  Business Response /* (4000, 10, 2022/09/12) */
  We reached out to the consumer and spoke with her today and are deeply sorry that their identity was compromised/stolen outside of MovoCash and then personal information was used to fraudulently open an unauthorized Movo account. We have fraud mitigation protocols in place and after being notified by the consumer about the unauthorized account opening, we were able to fraud-block the account within 48hrs of the account being opened. The account is blocked and is being closed. Movo works closely with financial institutions, government agencies, local law enforcement and fraud prevention partners to fight against financial crime. Once again we are sorry this consumer was a victim of identity theft and that their personal information was used to open an account at Movo.

• Initial Complaint

  Date:09/02/2022

  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.

  Movo **** *************** **** i have ever used i just got a mail on September 1st 2022 stating that my Account is closed for no reason I called their customer service the man asked me to mail Movo directly i mailed them no response.
  I'm expecting a direct deposit from my company on 6th September with a total balance of $2500 in the account.
  Please I want my account reopened immediately because i don't think I have done anything wrong.
  I'm will definitely sue this Movo **** if my account isn't open immediately.
  My case code is ******
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We do have an account for a ************* and after a thorough review, this account has been closed based on red-flag account characteristics that do not pass compliance and policy standards as identified by MovoCash.
  
  Banks are required by law to help the government fight the funding of terrorism and money laundering activities.
  
  We have notified the account holder of their account being closed via email and asked them to notify us immediately if they believe their account was closed in error. We attempted to contact this account holder and left 4 messages on their phone numbers on record. When the account holder finally contacted us back, we were not able to verify his identity based on standard account questions. The account has been closed due to non-compliance.
  
  Please let us know if you have any further questions.
  
  
  Consumer Response /* (2000, 7, 2022/09/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I don't want to bank with them anymore they're very stupid please to anyone reading this never in life attempt to open Movo account they're criminals they will close your account without your consent.