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:02/26/2025

  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 have a grid card I would like to close. When I tried to close this card I was informed I had a balance of $25. I would like to pay this balance and close this account and no matter how many emails and calls no luck.

  Business Response

  Date: 02/26/2025

  Hi *******,
  
  Please see our response to your ticket for the next step. Thank you so much for your patience and understanding! 

• Initial Complaint

  Date:02/19/2025

  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.

  Grid is currently erroneously reporting late payments on my account to the credit bureaus. The late payments were due to an ongoing issue on the part of the company. All activity on the account was frozen and I was not at fault for the delay in payment. The companys app and website had a continuous block on adding or moving money for several months and there is no method of reaching customer support outside of an in-app ********** addition to these errors, the company has owed me money for almost a year while still collecting a monthly fee from my checking account for services I was not receiving.Attached you will find screenshots from the app with the message warning not to add or move money, a conversation with customer service regarding the issue, and transaction identification for months in which Grid withdrew a monthly fee from my checking account without providing the agreed upon services. I am also attaching printouts of multiple conversations with the chat to illustrate the communication difficulties. The company does not provide monthly statements, despite offering credit products and holding consumer funds in an account, so I do not have those to upload.The companys irresponsible use of my consumer financial data in credit reporting is currently preventing me from obtaining a mortgage. After multiple conversations with customer service, I was able to clear the balance and close the credit account but these errors are still being reported to the credit bureaus.? I am requesting the company promptly remove the late payments in 2024 from my credit report and ? A written response, on a company letterhead, delivered to my email ******************************** confirming that the errors are being removed.

  Business Response

  Date: 02/21/2025

  Hi *******,
  
  Thank you for bringing this to our attention. Please see our reply in the support ticket for more details and let us know if you have any other questions. Thank you for your patience and understanding! 

• Initial Complaint

  Date:02/13/2025

  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.

  Since April/May 2024 monies on my GRID Card have been frozen. This is not because of anything I have done. Its because of some third-party processing nonsense. Grid has made no attempts to update me or other customers that Im aware of at this point. They still want me to pay a membership fee yet theyre withholding my money. I knowIm not the only person thats having to deal with this, but its getting to be just a ridiculous and hopeless situation. A lot of things couldve probably been ironed out easier. Had they provided any form of customer service. I just dont wanna do business with them anymore. I want my account closed. I want nothing to do with them.

  Business Response

  Date: 02/14/2025

  Due to issues with our credit services provider, ************************************, our banking partner ********************* has frozen all activity that it believes may be related to ************************************, including but not limited to any debit or credit cards issued by *******
  
  Because your Grid Card was issued by ******, this will impact transfers into and out of your Grid Card account as well as transactions made via the Grid Card. As a result, Grid Card transactions and transfers are currently disrupted.
  
  We're in constant contact with *********** and Trust as well as ************************************ in an attempt to resolve these issues and will give you an update when the matter is resolved.
  
  If you have any questions regarding ************************************, you can contact them at ****************** or
  
  ************************************
  ********************************************************************************************************************************
  **************
  
  We sincerely apologize for the inconvenience.

• Initial Complaint

  Date:02/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Grid credit card has been frozen for nearly a year and hasnt provided any updates or resolution. The issue is they keep taking money from me for a credit card I never used or owed money but they keep take money from me

  Business Response

  Date: 02/14/2025

  Hi Sophanna,
  
  Our record indicates your Grid+ membership has already been canceled per your request. Unfortunately, we can't offer you a refund for the valid charges as they are generated and accrued during your active Grid+ membership period. Your membership is a recurring $10 a month, which is shown to all users on the app's membership acceptance page (which needs to be agreed upon before receiving an advance) as well as our Terms of Service. We apologize for any inconvenience.
  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22919405
  
  I am rejecting this response because:
  
  Sincerely,
  
  Sophanna Son

  Customer Answer

  Date: 02/18/2025

  Grid response is not answering the complaint submitted they are responding to a membership cancellation that is not regarding the issue I am submitting the complaint about.  The complaint is regarding the Grid Credit Card that Grid made members enroll by cancelling their Grid Advance.  Once I was enrolled to the Grid Credit Card, the Card was frozen and I was not able to use the Grid Card but Grid setup is taking money monthly even when their Credit Card has been frozen due to an issue with their bank.  Grid have acknowledged that they have issues with their Credit Card due to their bank partner but this has been ongoing for almost a year with no resolution, updates, timeline and they only deflect any concerns brought up.  The issue is why are they taking money from me every month for a Grid ************ that they acknowledged is frozen and can not be used due to issues with their bank.  I have never used the amount on the credit card and never used the amount in the Grid Credit Card but their charging me to pay $145 that have never used nor can use.  Attach is a zipped folder with documentation regarding the Grid Credit

  Business Response

  Date: 02/19/2025

  Hi Sophanna,
  
  We have reached out to the email address you have on file, please see that for more details. 

• Initial Complaint

  Date:02/07/2025

  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.

  unauthorized charges and wont refund. STOLE FROM ME.

  Business Response

  Date: 02/14/2025

  Hi ****,
  
  Please see the support ticket for more information about the charges on your account. Thank you for your understanding and patience. 

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22914410
  
  I am rejecting this response because: I want my money back. I didnt authorize you to charge me AT ALL. REFUND OR I WILL FILE SUIT. THEN YOU WILL HAVE TO HIRE ATTORNEY AND COME IN PERSON TO A COURT HEARING IN *******. TRY ME!! 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/19/2025

  Unfortunately, we can't offer you a refund for the valid charges as they are generated and accrued during your active Grid+ membership period. Your membership is a recurring $10 a month, which is shown to all users on the app's membership acceptance page (which needs to be agreed upon before receiving an advance) as well as our Terms of Service. We apologize for any inconvenience.

• Initial Complaint

  Date:01/13/2025

  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.

  In the summer 2024 I refinance my mortgage and paid off my grid account in full. This company took weeks to apply the payment to my account and evidently closed the account. However, ********************** continues to withdraw money from my personal bank information although I have repeatedly ask them not you. They continue to withdraw money from personal banking account. I have file numerous complaints against them and they are still allow to take my money. Why do grid still have my personal information if my account is closed and paid in full? This month grid deducted money twice from two different banking accounts for my account that been paid in full since the summer of 2024. I had to cancel my credit card because grid was withdrawing money from my *********** can a company continue to get away with deducting money from account that paid in full.

  Business Response

  Date: 01/13/2025

  Thank you for bringing this to our attention! Please see our reply to your email for more details. 

• Initial Complaint

  Date:12/31/2024

  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.

  This company has reported an account to my credit and i do not recall ever opening an account with them or using their service. When i try and resolve this issue they do not have any phone number and on the email response they do not provide a clear answer and they continue to advise they have an account open with me but do not provide any paperwork. I have confirmed i never opened an account with them and i have no records of ever using this account.

  Business Response

  Date: 01/09/2025

  Hi ********,

  You Grid account under ******************************************************* was a closed account with no credit product on file. You may have signed up for a Grid account using a different email address. Do you mind providing all possible email addresses you may have used to sign up so that we can pull up the right account for further assistance? 
  
  Thank you for your cooperation! 

• Initial Complaint

  Date:12/29/2024

  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.

  So, I had previously had two very odd circumstances with the following company. I believe around 5-6 months ago I had removed my card from their service only for them to force a charge directly out of my checking account without my authorization. I had told them I did not authorize any transactions from them. Apparently they never responded. I guess I have been getting charged a subscription fee for their service for the past almost year that I have not wanted and only know because they backdated it and charged me 25 dollars which isnt even the subscription amount out of my account. I tried to resolve the issue with them, but instead of listening they continued to say they couldnt offer a refund as the membership was valid despite me in writing saying that I didnt authorize any transactions from them months and months before. It also looks like they have been double and even triple charging me per month. This is actual fraud and stealing. When looking at the photos keep in mind that even after maliciously charging my account several more dollars than the subscription amount they still wanted another 5 dollars for me to even use their service.

  Business Response

  Date: 01/09/2025

  Hi *****,
  
  The charges on your account is valid. They are either applied to your advance repayment or the Grid+ monthly subscription fees. You authorized us to collect for repayment on the payment due date while you are requesting the cash advance. Thank you for your understanding! 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22743999
  
  I am rejecting this response because: As stated before I had messaged in the past stating that I did not authorize any transactions from you guys. I removed my card and still you removed random funds from my account later. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/13/2025

  As I stated in my previous response, do you mind sharing the last 4 digits of the card number you are referring to for further investigation? Thank you for your cooperation in this matter. 

• Initial Complaint

  Date:12/15/2024

  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.

  I had a free membership account with ********************** I noticed they were charging my bank account for membership fee. I closed my account with ********************** and their still try6 to charge my bank.

  Business Response

  Date: 01/10/2025

  Hi *******,

  Your account under ******************************* is a free and closed account. If you received charges from us, please provide other email addresses that you may have used to sign up for the Grid+ membership so that we can locate the right profile for further assistance. Thank you! 

• Initial Complaint

  Date:12/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using grid since 2023. I used the services so I was paying the subscription fees every month. There was a lapse in payments from my last advance due to losing my job and not having the funds in the account. I was able to start adding funds to the account again and ********************** took out 2 amounts in one day. On Nov 18 they took out ***** and another ***** (I reached out asking why they took this amount initially and was told this was from the subscriptions I owed) a few days later they took the ***** in which I owed for the loan and 2.99 fee. After the balance not being updated on the site (it still showed I owed the outstanding balance of *****) I was hoping to get another advance once it cleared. The money cleared from my account. I reached out to customer support which they claim is only through email they do not have a phone number for me to speak with someone directly. Going back and forth through email I explained the amount they took out from my account and how it's still showing I had the balance of *****. They claimed they were looking into it and submitting to higher team. They came back with saying I still owed another ***** which I can not see how they came up with that. I screen shot all of my records and sent it to them asking them to send me a break down of all my loans repayments and show where my balance owed comes from.I got the run around telling me to check my app and it will show the advance history. The app is not up to date and does not show any of my payment history. I again and again asked for a breakdown to show how much I owed them they refuse to send the information. I asked for my account to be cancelled and let them know I do not authorize any further payments until the records have been sent to me.tonight they took out 2 transactions, one for 10 and another for 5.80. even after I expressed I do not consent to them taking any further payments until they show proof. They are operating this business with no regard for their customer.

  Business Response

  Date: 01/10/2025

  Hi *******,

  Please see our explanation in the support ticket for more details. You were charged for five overdue subscription fees and the $72.99 advance repayment itself, so totaling $122.99. Our record indicates the payments were collected accurate and we did not overcharge you. I hope it clarifies. Thank you for contacting the Grid support team! 

   

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22686429
  
  I am rejecting this response because:

  I do not agree with the accuracy of this information related from the business, as well as the way the support team handling my payment concern. This was not corrected to satisfactory. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/15/2025

  Since payments are collected accurately, unfortunately we can't offer you a refund at this time as you received our product during your membership period. We apologize for any inconvenience.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22686429
  
  I am rejecting this response because: I sent multiple emails to the company showing my payments made as well as my loans taken out. The company failed to show me a break down after multiple times of informing them my account showed no payment history in the app. After going back n forth for awhile the added some data to my history of payments. I do not feel like they were accurate and asked for a break down. The poor customer service from their **** who were responding to the emails is a shame. No contact phone number to reach anyone in person. I do not accept their response! 
  
  Sincerely,
  
  ******* ******