Complaints

This profile includes complaints for Branch Messenger, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Branch Messenger, Inc.

  2261 Market St Ste 5936 San Francisco, CA 94114

  
• 

  Branch Messenger, Inc.

  Minneapolis, MN 55415

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:07/07/2025

  Type:Sales and Advertising 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 July 7, 2025, I contacted Branch support via in-app chat regarding an urgent issue with my **** One Debit Card. The first ****** *******, was unprofessional, gave false information, and denied multiple requests to escalate the issueeven when I offered to move the conversation to email.Later, I contacted support again and was helped by ****, who found the issue in minutes and offered to escalate it. ***** followed through on the escalationproving ******* had misled me and blocked my access to proper support.Because of this delay, I lost valuable work time and nearly missed a critical car paymentan issue that couldve been resolved quickly with proper support. This was not a simple customer service problemit was obstruction by a financial institution entrusted with access to peoples income.?Resolution Requested:A formal acknowledgment that escalation was improperly denied A written explanation of how Branch will address the issue Confirmation that internal review and corrective action are being taken Customers should never be misled or denied urgent help with their finances. Im requesting accountability from this company and their employees.

  

  Business Response

  Date: 07/14/2025

  Thank you for reaching out, *****. Our Support Team has followed up directly on 07/09/2025 via email regarding your reported issue.  We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  **** *****

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out, ****.  Our Support Team has followed up with you directly to resolve the issue on 07/03/2025.  We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  Date:06/22/2025

  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.

   
  Complaint: 23502751
  
   
  Complaint: 23502751
  
  am rejecting this response because:
  I reject the response from Branch and *********** & Trust and am submitting their own Terms of Service as evidence of how these institutions are knowingly exploiting loopholes that harm gig workers. Their platform falsely classifies individual gig workers as businesses in order to issue business debit cards ***** Pro Card powered by Branch and backed by Evolve) without proper consumer protections.
  As an individual who has not registered a business entity, does not possess an LLC or EIN, and has never consented to operate under business banking terms, I demand to know how it is legally permissible to issue a business card under my namewithout a credit check, identity confirmation, or consent to forego basic financial consumer protections such as Regulation E and the Electronic Funds Transfer Act.
  
  By circumventing Social Security-based identity verification and fraud prevention mechanisms typically required of personal accounts, Evolve and ********************** are exposing gig workers to financial harm and data exploitation. These Terms of Service act as a shield for liability, even when onboarding occurs under fraudulent circumstancesviolating both the spirit and the letter of:
  
  15 U.S.C. 1693 et seq. (Electronic Fund Transfer Act / Regulation E)  *********** are being stripped of their rights to dispute unauthorized transactions under the guise of business banking.
  
  12 U.S.C. 5531 (CFPA: Unfair, Deceptive, or Abusive Acts or Practices - UDAAP)  Misclassification and coercion via Terms of Service constitute abusive practices.
  Fair Credit Reporting Act (15 U.S.C. 1681 et seq.)  There was no proper inquiry into my credit or identity, raising serious compliance issues.
  
  Bank Secrecy Act (31 U.S.C. 5318)  Know Your Customer obligations are clearly not being met if these accounts can be opened fraudulently with only a photograph and no identity validation through standard SSA or credit channels.
  
  These institutions are enabling unauthorized use of personal information to open financial products that would never be permitted for a traditional consumer account. *********** like myself are being funneled into commercial financial relationships without our knowledge, rights, or protections, and when fraud occurs, we are told the burden is ours to bear.
  
  I request that the BBB keep this case open and escalate it as needed. I also request this matter be referred to the ************************************ (****), ************************ (***), and state banking regulators, as this is not an isolated incidentits a structural abuse of vulnerable workers nationwide.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/30/2025

  Thank you for reaching out, *****. Our support team has followed up with you directly. Your dispute filed 6/23/25 was reviewed and decided not to be in your favor. The evidence and communication were sent to you on 6/23/25. With no further information or documentation, Branch considers the matter closed.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out, *****. Our support team has followed up with you directly. Your dispute filed 6/23/25 was reviewed and decided not to be in your favor. The evidence and communication were sent to you on 6/23/25. With no further information or documentation, Branch considers the matter closed.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23502751
  
  Branchs response is inaccurate and misleading. I do not accept their resolution, and I dispute their assertion that this matter is closed.

  
  Their internal investigation was conducted in less than 24 hours and resulted in a denial without a proper explanation, supporting evidence, or provisional credit as required under federal law (12 CFR ******* Regulation E). Their claim that the transaction was made from a familiar device does not absolve them of their responsibility to investigate thoroughly, especially in cases involving unauthorized wage transfers.

  
  I have filed complaints with the following agencies due to their continued inaction:
  ************************************ (****)
  ***************
  Office of the Comptroller of the Currency (OCC)
  State Attorney Generals
  ********** (card network partner)

  AirWallex (partner)
  Better Business Bureau

  Visa (network affiliate of their banking partner)
  And various organizations affiliated with their fintech and banking partnerships.

  
  Branch has failed to provide legally required documentation of their findings, has avoided accountability, and continues to shift responsibility onto their banking partner, *********** & Trust a clear violation of federal interagency guidance on fintech partnerships (OCC/FDIC/CFPB, 20212023).

  
  This complaint remains unresolved, and I request the case remain open until a lawful, documented resolution is provided, including a refund of the stolen wages or evidence that the dispute was handled in accordance with federal regulations. I will continue to complain until all *********************************************** Each one will continue to report this matter to the Federal Reserve.

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

• Initial Complaint

  Date:06/20/2025

  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 mistakenly put the wrong passcode into my account and they locked it. Since, I cannot access my funds and this is day 2. They continue to say someone is reviewing my account. I have bills to pay and they are steady running me in a circle. I need my account issue resolved asap.

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out, ********.  Our Support Team has followed up with you directly to resolve the issue, and was able to address those issues preventing you from accessing your account on 06/20/2025.  We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  Date:06/06/2025

  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 May 25, 2025, I was contacted by someone impersonating **** Support. They claimed there was a rider complaint against me and instructed me to verify my identity and card to avoid deactivation. As part of the scam, they walked me through steps that led to a $578.50 unauthorized transfer from my **** Pro Card (managed by Branch).I immediately contacted **** and Branch. **** later confirmed in writing that my account had been compromised and that unauthorized devices were removed. I also filed a police report with the ***************************** (Report #: TZ5001729), which was formally approved and documented.Despite this evidence, my dispute was denied. I am requesting a full refund of the stolen amount, reversal of any related fees or backup balance debt, and written acknowledgment that I was a victim of fraud.I have also submitted a formal complaint to the ************************************. This complaint is filed in good faith to request a fair resolution from Branch Messenger, Inc.

  

  Business Response

  Date: 06/12/2025

  Thank you for reaching out, *******.  Our Support Team has followed up directly, advising that your dispute was not decided in your favor. Thereafter, we received your request to appeal the dispute decision. After a thorough investigation of the new documentation / information you provided, we determined that our decision would be upheld.  The contributing factors that led to the decision were forwarded to you. At this time, we consider the case closed.

• Initial Complaint

  Date:03/11/2025

  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 am writing to file a formal complaint against Branch App, parent company of ***************, regarding a debit card account that was opened in my name without my consent. Despite my attempts to resolve the matter, I am facing difficulties in closing the account and have significant concerns about how the company is handling the situation.Key Points:Fraudulent Account Opening: A debit card was opened in my name using outdated information, including an old address, and was sent to that address. I was not aware of this account until it came to my attention. The account was also linked to my email address without my authorization. Difficulty in Closing the Account: I have made multiple attempts to close this fraudulent account, but the company is requesting sensitive personal informationsuch as my date of birth and the last four digits of my Social Security Number (SSN)to close it. I am uncomfortable providing such information to a company that has already allowed fraudulent activity to take place in my name.Identity Verification: I have contacted the company using the email address associated with the account and have confirmed the address where the card was mailed. This should serve as sufficient proof of my identity and association with the account, and I believe no further personal information should be required.Impact on Credit: As a result of this incident, I have placed a fraud alert on my credit file, which has caused unnecessary stress and disruption.I respectfully request that Branch App / ShiftKey Wallet close the fraudulent debit card account based on the information I have provided and without requiring additional personal details. I believe this situation warrants urgent attention and resolution.Thank you for your time and assistance in addressing this matter. I look forward to a prompt and fair resolution.

  

  Business Response

  Date: 03/14/2025

  Thank you for reaching out, ****. Our Support Team has followed up directly, and this issue has since been resolved. We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  Date:03/08/2025

  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.

  They gave me ticket number *******. They sent an email and disabled my **** pro card without an explanation. I want my card restored and an explanation for why it was disabled

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out, Limichael.  Our Support Team has followed up directly, providing you information regarding your account closure.  On 03/11/2025, your account was reopened.  We apologize for any inconvenience this issue may have caused.

• Initial Complaint

  Date:03/03/2025

  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.

   
  Complaint: 23008822
  
  I am rejecting this response because: they never refunded the $80 dollars or the money they took out of my savings account.  Then closed my account that has gone against my credit.

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

  27th. The company had went and charged my card for the provisional credits that were awarded to me from my cases. This in turn made my account negative - $80.00. I also had a savings goal account were I could place funds to save up for things in the amount of $24.40. I received an email with a warning saying to add funds to my account to make the account current or they were gonna close my account. I was allowed to use my savings funds because they took those out of my account on January 29, 2025. So now the balance is at - $55.60 and my account was closed the day they took my savings goal funds away from me. I called, emailed, and chat boxed with this company at least 25 times. Everytime I am told they will send my case to a higher department and get back to me. They never did so I called them yesterday and was on the phone with a gentleman for one hour and 45 minutes when he asked me to hold and never came back the line hung up. They have not contacted me back.

  

  Business Response

  Date: 03/13/2025

  Thank you for reaching out, ******. Our Support Team has followed up directly, advising that your dispute case was decided in your favor.  As previously advised, we recommend that you reach out to the merchant directly for further resolution.  At this time, we consider the case closed.

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out, ******. Our Support Team has followed up directly, advising that your dispute case was not decided in your favor.  As such, the provisional credits that were provided during your dispute case investigation were pulled back on 10/31/2024.  An email was sent on 10/24/2024 advising you of your final case decision and the pull back of your provisional credits.  Again, we apologize for any inconvenience this issue may have caused.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23008822
  
  I am rejecting this response because I was sent several emails along with an explanation that the disputes were in fact IN MY FAVOR.  I will once again send screenshots of these documents to you proving that the credits were distributed to me and that they were now considered permanent and the funds were mine after a few months of your investigation.   How can I have both emails and disputes logs in your online application showing that the disputes were in my favor and considered permanent?  I even have screenshots of representatives I spoke with agreeing with me and told me that they were sending my case to a higher department to find out what went wrong.  I didn't receive anything from your company saying the dispute wasn't in my favor.  I just suddenly had $80 dollars charged to me in a way that made it seem like a new charge to CVS on October 31st.  Instead of stating what the $80 dollar charges truly were?  You put 2 separate charges of $40 dollars each on the same day to a CVS.  Knowing that my account didnt have funda in it to make any such transaction! Then you close my account because it made it delinquent because of the charges you placed on my account. Also took my savings account money too! How Does this make any sense?  ************ messed up and just needs to give me back my $25 dollars and then I would be just fine with you keeping my account closed.  But.its in my credit report something negative and lowers my credit score. That needs to be fixed as well.

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

• Initial Complaint

  Date:03/02/2025

  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 have been having a issue since November 15, 2024, when I used this card to rent a vehicle through **** rental company. The first issue was that I was being charged a deposit when they have they have in writing that **** drivers who use a uberpo card as a form of payment when renting vehicle on is charged for the weekly rate with no deposit. **** charged me so many illegal charges when i returned the vehicle. I disputed with Branch with documented information. They provided the refund they recharged my card. They have now locked my account even though I have one mostly all of the disputes. I have hundreds of dollars still sitting in a locked account with no explanation of why. I requested to send a check or unlock my account to retrieve my money. I have not received no email nor can I ever get through via phone. I have to wait over three hours with no luck. Here we are March 1st 2025 and i have received over 5 emails stating I have won the disputes and see funds in my account but cannot access it. I want my money and account unlocked to retrieve NOW. **** is wrong for charging me duplicates fees and branch is wrong for ignoring all my emails and stating i won the disputes but my account is locked with no access to funds. I am ******

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out, Takirah.  Our Support Team has followed up directly, providing you information regarding your account closure and remaining account balance.  We apologize for any confusion or inconvenience this issue may have caused.

• 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.

   
  Complaint: 22961061
  
  I am rejecting this response because:
  

  While my account was unlocked, only after more complaining I have ever done in my entire life combined, my tax refund is now in purgatory due to this situation. I have no idea when it will be in my possession, and like most, I was depending on that money. I do not accept that this was handled responsibly or ethically. I remain incredibly frustrated and distrustful of all involved. 

  
  Sincerely,
  
  ***** ****

  for until a couple of days ago. 36 hours and counting now with zero help and zero information. Im tired of waiting. The incompetence is staggering.

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out, *****. It appears that the issue you initially contacted us about has since been resolved as of 02/19/2025. Our Resolution Team has followed up directly via email. We apologize for any inconvenience this issue may have caused.

  

  Business Response

  Date: 02/25/2025

  Thank you for reaching out, *****. An email was sent to you on 02/25/2025 providing you information regarding your recent issue.  Again, we apologize for any inconvenience this issue may have caused.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22961061
  
  I am rejecting this response because:

  Keep your hollow apologies. There was absolutely zero reason for my account to be flagged and frozen, causing to happen what did. There was also absolutely zero reason for the incompetence that followed from customer service representatives that provide no such service at all but to dismiss the very real complaints that its contractors are experiencing. 

  
  Sincerely,
  
  ***** ****