Complaints

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

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  Tilt

  650 California St Fl 7 San Francisco, CA 94108-2737

• 

  Tilt

  660 York St Ste 102 San Francisco, CA 94110-2102

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:05/12/2023

  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.

  There are too many dates to name. Ive just noticed that once I get an advance from Empower that they would take the money back from me on the same day. And then would charge me a repayment fee on the actual due date. Empower takes 200 dollars from me everytime I use this service. And as a result my account stays overdrafted.

  Business Response

  Date: 05/19/2023

  Hello Keenen,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 12, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower had double charged your account for Cash Advance repayments causing your account to overdraft. ********************** takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: on November 26, 2022, you opened an Empower account and initiated and received a Cash Advance. Empower automatically identifies a repayment date based on prior payroll activity in your linked account. The identified repayment date is displayed to you when you agree to accept the Cash Advance. 

  You stated that you were being double charged for your Cash Advances. After reviewing your account, we see that your acceptance and repayment pattern is weekly, what that means is that you typically repay the previous advance and obtain a new one on the same day. As such, Empower has not overcharged your account. The charges reflected in the screenshots you submitted show the repayments for the previous weeks Cash Advance. 

  If you require assistance regarding any overdraft fees that you believe may be related to repaying your Empower Cash Advances, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:05/05/2023

  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.

  5/5/2023 - $8.00 fee - After I informed them I revoked their authorization to administer ACH payments. For the 3rd time. 5/2/2023 - $8.00 fee that caused an overdraft fee of $39.00. I revoked their ACH privileges. By chat and email multiple times. 4/25/2023 $25.00 fee to pay back $10.00. This is when I cancelled their account. I would like a refund of $1065.00. For misleading consumers and charging fees that caused overdraft fees, stress, pain and suffering of having to continously argue and inform them to stop debetting my account.

  Business Response

  Date: 07/05/2023

  Hello Del,
  
  We received the Better Business Bureau (BBB) complaint you submitted on June 28, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower had charged your account for multiple subscription fees causing your account to overdraft. ********************** takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: on March 18, 2023, you opened an Empower account and a subscription was started. The first subscription fee was initiated on April 1, 2023; however, it was not collected from your account until April *******. On May 1, 2023, the second $8 fee was collected from your account, however it was refunded to your account on May 3, 2023. 

  On May 3,2023, you contacted our customer support team to close your account and cancel your subscription. The closure was completed, however on May 4, 2023, you reopened the account through your app which triggered the subscription to restart. When you restart a subscription, the app provides you a notice stating that the account does not qualify for a free trial which is why a subscription fee was charged. You closed the account once again on May 5, 2023, and a refund of the was disbursed to your account. 

  If you require assistance regarding any overdraft fees that you believe may be related to the subscription fees, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20024607
  
  I am rejecting this response because: I've contacted their customer service email and provided multiple screen shots of their unauthorized debits to my account. My bank charges an initial $39.00 fee and $10.00 for each day in the red/negative. I ended up closing my checking account due to this situation. I emailed and called them revoking authorization to debit my account and they still did. I have archived the multiple emails stating this request. This caused undue stress, anxiety and depression. One of the worst experiences I ever had. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/03/2023

  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.

  This started on 5/2/23. This company is an absolute joke. I was approved for an advance, and then they reversed the deposit less than 24 hours later resulting in my account being negative, and yet still showing I owe them a full payment on 5/5/23.I've reached out to my bank, and they have no record of a deposit from them, as well as Empower's customer service said they cannot help any further as it shows being sent on their end, and that I should "reach out to my bank" for further assistance.I've attached screenshots of my statement from this morning, as well as this afternoon showing I had to reach out elsewhere for assistance.

  Business Response

  Date: 05/11/2023

  Hello ******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 4, 2023, and we appreciate the opportunity to respond. Your complaint alleged that you accepted an Empower Cash Advance, however you did not receive the funds. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located an Empower profile under your name that was opened on May 2, 2023. A Cash Advance in the amount of $100.00 was accepted and delivered on that same date to the linked external account. 

  We received communication from you on May 3, 2023, advising ** that the deposit had been made into your account but was immediately reversed causing your external account to overdraft. We requested screenshots of your account showing said activity however the screenshots you provided did not contain the requested information.

  Your issue was escalated, and a supervisor provided you the Payout trace ID and let you know that you would need to reach out to your external bank for further information. Since our records show the deposit was made into your account, your external bank can use the Trace ID to locate the deposit and provide the funds once located. 

  We apologize for any inconvenience. If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:05/03/2023

  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 requesting access to my empower account for months so I can cancel their service since I wasn't using it, after getting a new phone number they said they would change the phone number on my account and get back to me that was months ago I've tried calling, emailing anything I can do to get them to cancel my acct and stop charging me 8$ a month! They refuse to update my phone number on my account so I have no way to cancel it from my end I have begged and pleaded with them to just cancel my account but everytime they say to to wait for the phone number change to go threw, THIS HAS BEEN GOING ON FOR MONTHS, they are robbing me and my family for a service I can't even use. This is my last attempt to solve the issue before I tell my bank this is fraud and to charge back all the money over the past few months,

  Business Response

  Date: 05/11/2023

  Hello *******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on May 3, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower completed multiple $8 withdrawal from your account despite you not able to access your account online and despite requesting the account closure. ********************** takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located an Empower profile under your name that was opened on August 9, 2021. The profile in question was closed on May 3, 2023, when we received your request via email. To clarify, we reviewed your prior communications and did not locate any attempts to close the account as your stated in your complaint allegation. 

  We apologize for any inconvenience. As a courtesy, we have refunded three (3) $8 subscription fees on May 3, 2023, which would have been credited to your linked external account within 1-2 business days. 

  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:05/01/2023

  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 retirement account with **********************. April 28, 2023 I was invested 100% in American Century Ultra. Balance before the close of Market on 04/28/2023 was ******* dollars. After the close of Market. American Century Ultra closed up ****% or ***** dollars. My Account was only credited 205 dollars. Leaving a balance owed by Empower of ***** dollars. My CORRECT balance at the close of Market on April 28, 2023 should be. *******. I would like this corrected ASAP. *************************

  Business Response

  Date: 05/02/2023

   

  The complaint in question is regarding a 401k account is a product our company does not offer. 

   

  Thanks,

  *******
  Operations Analyst
  
  

• Initial Complaint

  Date:04/21/2023

  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.

  Hello I signed up with them power quite a while ago and I've came across a problem that I was having originally me and my wife signed up together I did not read that it cannot be joint accounts or anything like that which is okay not a problem so she made her own account with her own debit card and her own bank account and I opened up with my own bank account and debit card as we were having trouble getting an advance because of the names on the accounts so we got everything straightened out she was able to get her advance no problem but mine somehow is linked to hers even though they don't have any similarities to them and this is the response that I got from the team which is perplexing to say the least now I understand technical difficulties and all that good stuff but your soul reason to have an account with ******************** is for the advances but I'm speechless as I pay $8 for a savings account pretty much because none of the information or features on the app or anything that I can't get with my own bank account app. I'm not mad or anything I just wanted to share because this issue was not seeming to be much of importance and I was disconnected from the chat within a a minute afterwards of receiving this as I was writing a response which I assume they would have saw like I can see when they're typing. Again I'm just confused by this response as it doesn't elaborate more than the absolute bear minimum nor does it tell me or assure me that it will be resolved in the future or frankly at all. Again I like empower and I have used them for quite a while this response just is not very helpful nor assuring.

  Business Response

  Date: 04/28/2023

  Hello *******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on April 21, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower completed an $8 withdrawal from your account despite you not able to access a Cash Advance. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located an Empower profile under your name that was opened on March 10, 2022. The account activity shows that you have obtained and repaid multiple Cash Advances through this profile. We received communication from you on April 19, 2023, requesting assistance through our chat feature, however there was no response, and a follow up email was sent to request further information. Unfortunately, we did not receive a response to our follow up email. 

  We apologize for any inconvenience. To ensure you are assisted properly, an additional email providing you steps on how to delete the external account has been sent to the email address on file. 
  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  Date of Transaction 4/6/2023.I dont have an ACTIVE Account. Website wont even allow me to sign in. Demand a credit and close this account.

  Business Response

  Date: 04/14/2023

  Hello ****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on April 7, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower completed an $8 withdrawal from your account despite you not able to access your account online. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located an Empower profile under your name that was opened on December 29, 2021. The profile in question was closed on that same date but reopened on December 22, 2022.  The $8 subscription fee was assessed to your account on March 22, 2023. 

  We received communication from you on April 7, 2023, requesting assistance to log into your Empower profile. Your account was unlocked, and a confirmation was sent to your email address we have on file for you. You advised you did not know or could not access the email address we had on file therefore the code was sent to your mobile phone. Empower sent the confirmation code to your mobile phone multiple times but you stated you did not receive said confirmation number. 

  We apologize for any inconvenience. As a courtesy, we have refunded the $8 subscription fee you paid on March 22, 2023, it will be credited to your linked external account within **** business days. Per your request, we have also completed the account closure on April 12, 2023.

  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

  Customer Answer

  Date: 04/15/2023

  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

  Date:03/27/2023

  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 sent a transfer to enpower finance. Over $250 Now mind you I've Been getting loans and doing business with them for going on 2 years if not more. I do not have a lot of money I have children and when I did the transfer and they got my money now they want me to do ID verification. Is my id Is Expired and I can not wait to get another ID Which will take several weeks to get my money back. I simply asked them to send back to my bank account that it came from and they have not I have sent Then images of my bank statement and my expired ID and they still refuse

  Business Response

  Date: 04/04/2023

  Hello *******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on March 31, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower locked your account despite you having had provided Empower with the documents that were requested. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: On March 15, 2023, three (3) ACH transfers were initiated from your external account into your Empower AutoSave account. The three (3) transfers were for the amounts of $93.51, $500.00 and $150. Due to the novelty of the account and the lack of account history, Empower reached out to you on March 16, 2023 to provide proof of source of funds as well as your ** verification. 

  On March 17, 2023, you answered our original message to let us know that your ** was expired, and you would like the funds to be returned to the originating institution. We advised you that you could provide a different ** and provided you a list of acceptable forms of identification documents. You were adamant that the funds needed to be returned to you, to which we let you know that as soon as we received the documents requested we would be happy to release the hold on your account.

  On March 20, 2023, one (1) of the transfers you attempted for $500.00 was returned due to insufficient funds. The two (2) other transfers in question were pending, and due to the high risk of return we let you know to please provide the documents requested but the account would remain locked until the funds settled. You stated that you were aware that the $500 transfer would be the only one returning, however you still did not provide your ** verification.

  On Monday March 22, 2023, the two (2) other transfers settled into the account, however we let you know that we are unable to release the hold placed on the account until the ** verification is completed. While we understand that this is frustrating situation, we are abiding by the Bank Secrecy Act (31 CFR ********), or BSA, to verify the identity of any individual receiving funds through a financial institution. Keep in mind that as soon as we receive your ** verification, the hold in the account will be released and you will have full access to your account. 

  We apologize for the inconvenience this might have caused. If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:03/19/2023

  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.

  On March 5 A membership fee of $8.00 was taken out of my bank account. I do not now, nor have I ever had, nor in the past have I. EVER signed up for an empower account. I have called customer service 3 times to resolve the situation. Each time they've told me the fraud department was alerted and that I would hear from them shortly. Not once have they contacted me. Even though it's only $8.00,I'm on a fixed income and it's the principal involved. I don't have an account and shouldn't have to pay membership. This needs to be resolved ASAP!

  Business Response

  Date: 03/21/2023

  Hello *****,
  
  We received the Better Business Bureau (BBB) complaint you submitted on March 20, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower has completed an $8 withdrawal from your account despite you never signing up for our services. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located a profile under your name that was opened on December 1, 2022. On that same date, you accepted and received a Cash Advance into the external account you stated you were charged from. A repayment was completed; however, you did not contact us to close your account or cancel your subscription. 

  We reviewed your Empower profile and noticed that your subscription fee had not been collected until February 24,2023. Though we did not receive any communication from you regarding the account closure before the last fee was assessed, we will extend the courtesy of refunding the last fee. A credit of $8 will be sent to your external account and will be received within **** business days. Per your request, your account was closed on February 24, 2023, ensuring no further charges are assessed.  

  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower

• Initial Complaint

  Date:03/15/2023

  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 saw an $8 charge to my bank account this month. I called the bank to block any future charges, as HVe NEVER signed up for this service. I emailed Empower for a refund and was hung up on every time. I did some research on my banking app, and now I see that Ive been charged $8 monthly dating back over a year. Ive emailed them about 100 times with no response. I am FURIOUS and want my money back. This is a total scam!

  Business Response

  Date: 03/21/2023

  Hello ******,
  
  We received the Better Business Bureau (BBB) complaint you submitted on March 16, 2023, and we appreciate the opportunity to respond. Your complaint alleged that Empower has completed multiple $8 withdrawals from your account despite you never signing up for our services. Empower takes these complaints seriously and promptly investigated the claim. 
  
  Following our investigation, we determined the following: We have located a profile under your name that was opened on August 15, 2021. At the time of account opening, the phone number and email address you provided through this complaint were both used to open the account. During the onboarding process, Empower requires an SMS notification be sent to the phone number provided and the digits provided in that SMS are required to complete the sign up process. On August 15, 2021, you confirmed the numbers that were sent to your phone number in order to complete the sign-up process. 

  On August 15,2021, after you signed up for our services you accepted and received a Cash Advance into an external account under your name. During that month and the subsequent month, a total of four (4) Cash Advances were accepted and repaid, providing you benefit from our services. 

  We reviewed your Empower profile and noticed that your subscription fee had not been collected since April, 2022, however on February 28,2023 the fee was successfully collected. Though we did not receive any communication from you regarding the account closure before this month, we will extend the courtesy of refunding the last fee assessed to you. A credit of $8 will be sent to your external account and you should receive it within **** business day. Per your request, your account was closed on March 15, 2023 and no further charges will be assessed. 

  If you require additional assistance, please contact our customer service team through email at ****************************. We appreciate the opportunity to address your concern.
  
  Team Empower