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Business Profile

Financial Services

Varo Money
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Important information

Complaints

Customer Complaints Summary

  • 2,288 total complaints in the last 3 years.
  • 740 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/03/2023

    Type:Product Issues
    Status:
    Answered
    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.
    DISPUTE #ebdb I called on June 5th as soon as I found out my account was hacked. As I stated the same person that did the Varo to Varo for the $200.00 when my account was hacked on June 5, 2023, was the same person that somehow got my card number and used it at the ******************* location for $359.80. I called on June 12th to dispute those transactions they were pending and as **** stated "You can't dispute a transaction until it's not pending anymore." Like I have said over and over I do not live In the area those transactions took place Im about 18 hours away from ******************* where my money was taken. My last transaction before my card was hacked was at ********** Brothers in ******, ***** ***** where I live. I couldnt have possibly made it to ******* to make those transactions. I can also provide my location when my money was taken out of my account! I want my ********************** back. I have provided documentation showing that **** said my account was hacked or compromised. I have never had this happen to me before. The day my account was hacked June 5, 2023, they changed my email address and my phone number I told the customer service representative that and he started the process to fix my account. Eventually, my account was given back and my email and phone number were changed back to the correct credentials. I will show documentation of this also!!! And I have also provided that information FYI!! They have denied my request 2 times when they said my account was compromised. Why am I not receiving my money?? All I want is my money back. Im trying to give the business the opportunity to give my money back. I will take legal action. I have provided my location at the time my money was taken. Why give me the 200$ back and not the 359.80$? The transactions too place the same day and time!!! Clearly it wasnt me I am adding pictures to this complaint. I couldnt have possibly made it to ******* to make those transactions. Or wherever the ******************* store is.

    Business Response

    Date: 08/11/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

    Customer Answer

    Date: 08/16/2023

     
    Complaint: 20418538

    I am rejecting this response because:
    Its been since June and they havent given my money back. *** stated time and time again the same person that took the $200 out my account on June 5th is the same person that made the transaction at ******************* for $359.80 on June 5, 2023. I just want my money back. Ive provided my location and Ive provided documentation to Varo multiple times over the last 2 months. 

    Sincerely,

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

    Business Response

    Date: 08/22/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

    Customer Answer

    Date: 08/22/2023

     
    Complaint: 20418538

    I am rejecting this response because:
    I have repeatedly made an attempt to get my stole money back and I have to wait 45days for money that was stolen from me. 
    I want my $359.80 back. 
    Sincerely,

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

    Business Response

    Date: 08/29/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

  • Initial Complaint

    Date:08/03/2023

    Type:Billing Issues
    Status:
    Answered
    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 07/01/2023 Was a deposit from a hotel that was taken from my bank account and held 08/03/2023. Varo Money Bank is still holding the ***** After numerous attempts to get it released. The hotel even submitted a letter that they released the funds back to my Varo Believe Card but bank won't release the funds. Still shows pending.

    Business Response

    Date: 08/10/2023

    Hello,

    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

  • Initial Complaint

    Date:08/02/2023

    Type:Billing Issues
    Status:
    Answered
    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 a loyal customer since March 2021 and I have gotten 28 Varo Advances from $25-$250 and I have never been late and I have always paid before the due date. I need them to fix my account and either make my advance ******* . After I pay the Advance I always get another one so I can pay my bills, unfortunately for some reason they will only let me get an advance of $100 . That's not enough to pay my bills and I really rely on it.. now my credit rating is 722 and I don't want anything to affect my credit.

    Business Response

    Date: 08/08/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Varo is holding a $100 deposit in pending status and refusing to reverse or cancel the charge for 30 plus one days. They say that as soon as the merchant (Hyatt in *********, **) reverses the charge, they will put the money back in my account. The Hyatt states that they did reverse the charge on the 21st of July. Also, yesterday I was in their chat on their app and their representative stated it would be available for me to use by the end of the day yesterday, august 1. It never became available and when I spoke to them today, I was told I was incorrectly told that. I need to get this money back prior to August 22. Please see what can be done. Thanks!

    Business Response

    Date: 08/07/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

    Customer Answer

    Date: 08/09/2023

     
    Complaint: 20414146

    I am rejecting this response because it does not release the funds to my account and the reasoning is too vague for me.  I have attached the email that I received in order to remain transparent in our communication.  

    Sincerely,

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

     

    Lexi (Varo Bank) 
    Aug 7, 2023, 7:49?AM MDT 
    Hello *****,
     
    We are writing to let you know we received the complaint you submitted to the Better Business Bureau regarding a pending authorization in your Varo Believe account. We understand that this has been a frustrating experience for you. Upon further review of your experience we identified the following:
     
    On July 19, 2023, Hyatt House processed a transaction in your Varo Believe account in the amount of $100.00. This hold remains on your account, per **** Rules, to ensure any required debits or adjustments are included before the merchant settles or expires the authorization. We have reviewed your interaction history and apologize for any negative interaction or incorrect information you may have experienced; please know we have reviewed the interaction and have provided feedback as needed to ensure the quality of our services. The transaction is set to release on August 22, 2023.
     
    Once the Believe Card has been pre-authorized, you can not spend the money elsewhere. Pre-authorizations are placed to secure the funds until the transaction settles with the merchant. If the funds were made available to you, this increases the risk for the merchant not getting paid for the goods or services you received.
     
    If you have additional questions, please feel free to reach out to us at **********************************.
    Thanks,
    The Varo Team
    Need customer support? Find out how to reach us by clicking here
    The Varo Bank **** Debit Card is issued by Varo Bank, N.A. pursuant to a license from **** ****** *** and may be used everywhere **** debit cards are accepted. 
    ? 2023 All Rights Reserved. Varo Bank, N.A. Member FDIC

    Business Response

    Date: 08/15/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 11 I was informed Via Email that the ***** deposit I made was accepted and I wouldnt actually recive the funds until 7/20. I complained first to Varo and then explained I found this inappropriate and once my check cleared I would be removing my money. On 7/14 I revived my first direct deposit and went to check my account . However got a notification that my account was suspended and I would be notified via email in 4 days. I called **** spoke with one person who said once I sent the documentation **** had emailed me about my account would be cleared. It is now August 2 and I have yet to find access to my account or my **********************. I have called and emailed over the last almost 3 weeks and every time Im either on hold for 45 mins to an Hr and then told to email Varo Money Support . Only recive an automated response and then no further emails. In every automated response Im Told Ill be emailed in 4 days. Again it is 8/2 and I havent received an email or a phone call. If this is not resolved I will be taking criminal action because this is Fraud and Theft. I have almost 1K in an account a bank wont give me access to for unaccountable reasons.

    Business Response

    Date: 08/10/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Throughout the past month, my direct deposits have been late and I am suddenly unable to withdraw money to an external account. **** has absolutely no way of speaking to an actual person, which is very shady.

    Business Response

    Date: 08/11/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

  • Initial Complaint

    Date:08/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 don't remember my password, they have ABSOLUTELY NO way to change it.Without it you can not access your account, there is no way to speak to anyone. Third try to change password they tell you that you don't have an account. Keeping all your money!!!!

    Business Response

    Date: 08/03/2023

    Hello,

    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

  • Initial Complaint

    Date:08/01/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Varo Bank locked transfers into and out of my account for seemingly no reason. I had to pay a bill by 2pm today. I've now been on the phone attempting to unlock my bank account for 52 minutes, it's 2:07pm, and I still have not talked to a human being. I have attempted multiple times to connect via the chat function in their app, and this does not connect to anyone.

    Business Response

    Date: 08/09/2023

    Hello,

    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at **********************************.

  • Initial Complaint

    Date:07/31/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 with **** for over 2 years and liked them until they started s******* with my accounts. My account has been placed on hold without notice, theyve had direct deposit issues and I couldnt get my money after my employer had released it on their end on more than one occasion and now my account is -****** due to negligence on ***** end. Its like they play with your hard earned money that you work hard for. I have never ran my account negative with them, and fact due to the type of bank that they are you cannot run your account negative but as of July 2023 I checked my account to find that somehow Varo had manually debited/ adjusted my account in the amount of ******* when I never made a purchase or transaction of anything close to this amount. They cant even explain it other that it was manually done. I need and want my money back in my and my account in good standing. This is not customer service. Then someone sent me ********************** via zelle which my zelle is tied to my Varo account and that ********************** was taken and applied to the negative balance that I didnt not create. So now this person is out of thier money that they sent me to help them get a bill paid and not to mention, some of my bills are suffering through this bad process and Im getting hit with all kind of fees.

    Business Response

    Date: 08/09/2023

    Hello,

    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.

    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.

    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

  • Initial Complaint

    Date:07/29/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 filed a dispute with varo over funds that had been stolen out of my account. Somehow someone was able to ach transfer out of my account over $9000. I was never alerted that these transactions were happening I never gave out my information to anyone. All of the charges made against my account were from merchants that I have NO TIES to and no accounts with. When I filed the dispute they got back to me saying that they were not going to anything about it and closed the dispute.

    Business Response

    Date: 08/03/2023

    Hello,
    Thanks for reaching out to Varo through the Better Business Bureau. Weve received your complaint and have worked to thoroughly investigate your concern.
    In order to protect your online privacy and account details, weve responded to your concern directly at the registered email account we have on file for you.
    Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached at ***********************************

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