Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/27/2022

  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.

  Digit closed my account with no notification to me. After putting $875.07 in my account and updating my bills to use this account I got an email alert stating "Your Digit account has been temporarily disabled". I am now incurring late fees because that was my whole paycheck in there. I replied to the email with the required documents (ID, Utility statement, Bank statement) and haven't heard anything since. I called today and the representative told me "your account was cancelled without refund". Im freaking out now, no refund?? Isn't this supposed to be a bank that is FDIC insured? I'm so confused. I asked multiple times to be transferred to higher support but she said she could only email them. I am so frustrated. I guess I just lost my $875.07. I have a screenshot I took on the app shortly after I received the email as proof of my balance. I would like to get my money transferred back into my checking account and my late fees reimbursed. I know the response to this will be email us but please please have somebody call me and explain how I am getting my money back. I have been emailing for almost a week now about this verification issue. Expect a lawsuit if you keep this practice up.

  Business Response

  Date: 10/28/2022

  Hi *******, 
  
  I sincerely apologize for any issues you are running into here and it's never our intention to have you go through this. When looking at previous tickets (*******) it shows that you were in contact with us and provided some files but some of the PDFs were not loading. We have asked if you could resend them to us. I just want to assure you we are here to help, could you please pass along a PDF copy for all attachments? From there we can assist you further. 
  
  Thank you so much and talk to you soon

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18324985
  
  I am rejecting this response because:
  

   

  I have sent the required attachments in FIVE separate emails. The attachments you cant open are from my email provider they are electronic signatures with an extension of sac that you can use to verify the email came from me. I mentioned this in my previous email. I turned off that feature because it was confusing your support team and sent another one yesterday without any electronic signature attachments. I now have multiple late fees because my money is tied up in the digit account. When will I be able to get my money back? On the phone a support representative told me my account is closed without refund. Im not sure what the refund part means because im dealing with an FDIC insured bank

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

  Business Response

  Date: 10/31/2022

   Hi *******,

  I apologize deeply for all the issues here and completely understand how frustrating this could be. I took a look at your previous email with us (ticket number *******), it looks like our team was able to verify all the documents sent and was able to unfreeze your account. In regards to  withdrawing your funds, you can manually withdraw them by logging back into your Direct account and just tap the middle Transfer icon at the bottom to get started. You would need to move all funds to your spending account then move it back to your external checking account.  

   

  Thank you so much and if you are still having any issues please don't hesitate to contact us back. 

• Initial Complaint

  Date:10/26/2022

  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.

  I have contacted digit.co on multiple occasions trying to track down the account which is charging my bank $5.00 each month for a subscription. Each time I am asked to provide information such as copy of drivers license, bank statement screen where charge can be seen, and a utility bill to prove my identity. Each time I provide this I am told that is not the email used to open the account so they cannot help further until I email them from the email I used to open the account. I have tried multiple times providing other emails all to be told no that is not it. I was asked multiple times to provide identity information only to be told the same thing about sending from the original email used to open the account. I have told them multiple times I do not know the email and they offer no support in tracking down which email is used. They are still charging my account monthly for a service I do not remember signing up for and do not want. I am beyond frustrated with this company and seeking any help as they keep neglecting to help me close the account and stop charging me. I have several email chains of evidence. In addition once it was determined it may be under my wife's name she emailed them only to be told not the right email. I have attached email screenshots for reference.

  Business Response

  Date: 10/27/2022

   Hi *******,
  
   I sincerely apologize for all the issues here in regards to getting your funds. I do see you were in contact with one of our agents here and we asked for you to email us from the correct email address since the email you were reaching out to us did not have any account associated with it. I took a look at that account and saw that the account was successfully closed on 10/26 and funds will be sent back to your checking account within 1-3 business days. I again apologize for any issues here and if you are still running into any issues please do not hesitate to email us back at **************************** and we can take another look. 
  
  Thank you again and have a great rest of your day

• Initial Complaint

  Date:10/14/2022

  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.

  I have saved $2,620.82 through digit that I want returned to my bank account and close my digit account. I have contacted them via email several times ***************************** and have not gotten any satisfactory reply. They do not have a 1 800 # so I am at the mercy of email communications, which are questionable to me. The last reply asked for copies of very personal information i.e., a copy of my driver's license, copy of PSEG bill, and my SS#. I refused to send this information to them as there is no reliable way to do this safe and securely or follow up with the person requesting the information. I want ALL of my funds returned to my bank account or sent to me via cashier check as soon as possible.

  Business Response

  Date: 10/15/2022

  Hi ****,  
  
  Thank you so much for reaching out to us and I apologize for any issues this may have caused. When looking into your ticket with us (*******) it looks like we have been in contact with you asking for documents so that we can assist further. Once we do get these documents we are more than happy to move forward with withdrawing the funds. Please send those documents over to **************************** or you can reply back to the previous email we have reached out to you from. 
  
  Thank you so much and talk to you soon

• Initial Complaint

  Date:10/12/2022

  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.

  On 9/23/2022 I opened a bank account with Digit.co and transferred $559.65 from another bank. I initiated the transfer from within the Digit app. The transfer was completed on 9/26/2022. Digit immediately revoked my access to my funds and demanded some strange verifications from me. I requested several times for them to just transfer my funds back to the bank they got them from, but they just kept asking for the verifications. Finally, I asked them to just close that account (since I couldn't access it anyway) and return my funds. They responded, finally, with a statement that they were closing the account and that if I wanted my money back then I'd have to file a dispute with the other bank. This is a multi-month process, and it places an undue burden on the other bank. I just want my $559.65 returned to me.

  Business Response

  Date: 10/12/2022

  For the security purposes and the integrity of our ongoing investigation, we are unable to disclose any further details in a public forum regarding this case. Our fraud department has contacted ************** directly regarding his account and requested verification on October 4th which he refused to send over this info. We encourage ************** to cooperate and to continue communicating with our fraud department via ***************************** He will need to send all requested verification documents in order to complete account verification. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18202249
  
  I am rejecting this response because:

  They are requesting a bank statement from another bank as well as a utility bill. This is beyond the scope of what a banking institution needs to validate an identity. I'm not asking for access to my account any longer, I'm just asking to return my money which, at this point, was stolen from me. Now Digit expects me to put undue burden on another bank in order for the other bank to compensate me so that Digit can retain the funds. This has got to be illegal and is enough for me to take to small claims court. Please don't force me to go this route.

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

  Business Response

  Date: 10/13/2022

  After reviewing our ticketing system, it appears we havent received the requested documents in order the our fraud department to clear the account of any flags. Please reach out to our fraud team at **************************** with the required verification documents or contact your bank if you do not wish to supply the requested info. These policies are in place for the security of your account. Our fraud department requires cooperation and order to finish their review. 

  Customer Answer

  Date: 10/15/2022

  
  Complaint: 18202249
  
  I am rejecting this response because:
  As I've stated, I will not show you another bank statement as that is personal and private. You are not doing anything for the "security of my account" because this is a gross overreach. Had you requested this "verification" before allowing me to transfer the funds then it could be better trusted. Instead, you waited for me to give you several hundred dollars before taking any action. I'm not even asking to transfer to another new bank, I'm asking for you to put the funds back into the exact account/routing that you received it from. If I had stolen someone's bank information, then I'm asking you to return the stolen money. That isn't the case, not stolen, but you have no reason to hang onto the funds. Out of the 7 different bank accounts I've opened in the past 4 years (no I'm not super rich, just trying to find something akin to what SIMPLE used to be) I've never had to include a different bank's statement, much less a utility bill. I implore you to do what's right and return my money.
  
  Sincerely,
  
  *************************