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:08/13/2024

  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.

  My account was temporarily suspended for no reason after I received my refund. 8-13-2024 it happen. I dont sent in video and all the documentation to prove its me.

  

  Business Response

  Date: 08/25/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  Date:08/13/2024

  Type:Billing 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.

  I have been attempting to get in touch with this bank about an account fraudulently opened in my name for days after receiving an unsolicited debit card in the mail. As far as I can tell, there is no way to contact them via phone about fraudulent accounts, and they have not responded to repeated emails to the address provided on their website. I do not see a web chat option anywhere on their website.

  

  Business Response

  Date: 08/21/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  

  Customer Answer

  Date: 08/22/2024

  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.

  The bank confirmed that the account had been opened fraudulently and was closed upon receipt of my emails.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/13/2024

  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.

  My funds were directly deposited August 7 into the account i have with **** i cant speak with no one at all about my funds i been emailing chatting since last Week no luck in regards to where are my missing direct deposit from IRS I spoke with IRS yesterday Aug 12 and yes my refund was sent directly to varo from IRS Irs contacted **** in regards to my refund check sent the deposit trace id and I still havent received any response whatsoever.Why isnt there a number to contact vero when money is be received this is a huge problem u only can speak to an representative if its depute

  

  Business Response

  Date: 08/21/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  I filed a complaint with **** about ****** taking money out of my account for items I never received and sent pictures and the correspondence and still waited more than a month to do call investigate. This is NOT my first incident with ****. After this complaint I am done with Varo bank they are irresponsible.

  

  Business Response

  Date: 08/22/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22136735
  
  I am rejecting this response because:
  You answer doesnt justify anything furthermore I didnt get item??
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/27/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22136735
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/13/2024

  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.

  I started using my Varo Believe as a way to help build my credit. I used the card for my rental deposit back in July. I have been informed multiple times by the rental company that they returned my deposit the day after I returned the vehicle. They provided me with the an authorization code and I also have the final receipt. Varo has yet to release the funds. I was told by them they cannot take any documents and I have to wait 31 calendar days plus 1 business day for it to be released. Yesterday was the 1 business day after 31 days. I was told it would be released by end of day yesterday. It was still not released this morning and I am being told the same exact thing. There is nothing they can do and it will be released. I feel I have been patient enough and they are not helping and just telling me it will be released to pacify me. In these times not being able to access a few hundred dollars of my own money has made things hard.

  

  Business Response

  Date: 08/22/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  Date of transaction: May 10th. I received service at **********. They charged me $100.72. The charge was placed on my Varo debit card. It did not go through on their end so my card number was left to be ran again in a couple days of the charge did not go through and showed on my end it did not go through.May 11th my card was ran again by another employee. The charge went through on their end however leaving me double charged in my Varo account. This charge shows a statement date of May 13th. I filed a dispute with **** explaining to them what happened. They gave me a temporary deposit of the $100.72 back while the dispute was investigated. On June 26th the dispute was denied via email due to - Inconsistent information provided by customer during investigation at different times The temporary funds were reversed on July 5. I filed an appeal after speaking with corporate at plaza tire who emailed me their transaction history showing they never received the funds on May 10th as it showed it was declined. The appeal was filed at the beginning of July and I was told I would hear back in 10 business days from ****. When I didnt hear back, I called and they told me they would escalate it to their investigation team and I would hear back in 1 business day. I waited over the weekend and didnt hear back so I called again. They said they would escalate it and I would hear back in 1 business day. *** waited almost a week in between each call and escalation and still have not heard anything about my account. This is beginning to feel like neglect, theft. They told me there is no phone number to speak with the investigation team, all I can do is keep calling back if I havent heard back in 1 business day. I also asked to receive a copy of my entire file from the beginning of this process showing all the steps taken, the escalations, and my calls and still have not received any correspondence.

  

  Business Response

  Date: 08/19/2024

  Hello ******,
  
  We are writing to let you know we received the complaint you submitted to the Better Business Bureau. We understand that this has been a frustrating experience for you. Upon further review of your experience, we identified the following:
  
  On May 13, 2024, you called Varo and reported one transaction as a duplicate transaction for a total of $100.72 against PLAZA TIRE SVC90 417 SOUT.
  
  **** concluded the investigation of your claim and communicated a decision on June 26, 2024, through email. Based on our review of your claim, we found the information provided did not match the transaction details on the reported transaction totaling $100.72. Therefore, **** was unable to grant the disputed claim in your favor, and no credit was made to your account.
  
  We have received your request for an appeal for the $100.72 transaction with the pdf document of PLAZA TIRE SVC online merchant center transaction history you submitted. Youll receive an update on your appeal request as soon as possible. We are currently investigating the appeal Intake #7DB0 and are in the process of chargeback with the merchant. Appeals can take up to 45 days for the investigation process. **** handles dispute inquiries via email and not by phone or chat at this time.
  
  On May 14, 2024, we emailed you the documentation utilized in the initial dispute Intake #6A38. Varo strictly follows federal regulations around transaction disputes and we use industry standards for researching and investigating claims.
  
  If you have additional questions, please feel free to respond to this email communication or by chat support in the Varo app. You may also submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.

• Initial Complaint

  Date:08/12/2024

  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.

  Someone has fraudulently opened a Varo Bank account in my name. I keep getting emails from Varo bank asking me to upload ID to finish setting up account. There is ZERO phone support. The automated message says to report fraud to email *********************************** which I have done twice. Both times, I have gotten automated responses from **** saying they received my email and would respond within 2 business days. It has been 8 business days from first email and 6 from second email. There is no way to reach them on the phone. This is completely maddening and 100% unacceptable.

  

  Business Response

  Date: 08/19/2024

  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 email account you have provided to the Better Business Bureau for you.
  Please check your email for this detailed Varo communication. Should you have additional concerns or questions, we can be reached by responding to the email communication or by submitting the following form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  I placed a dispute with **** on July 26, 2024. I saw a transaction and thought it was a different one and emailed them to have the transaction canceled, but was mistaken and when they responded back to me on July 31, 2024 I let them know that I wanted the transaction to stay on the dispute. I then received another email from the disputes department on August 2, 2024 in which I responded for them to leave it on the dispute. Today (August 12, 2024) I received an email that the transaction had been withdrawn! They have now placed my account $211.75 in the negative!! So this ONE transaction is costing me $423.50!! I have on numerous occasions told them not to take it off. I want them to fix this or give me my money back. The dispute still hasn't been resolved!!

  

  Business Response

  Date: 08/21/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  

• Initial Complaint

  Date:08/12/2024

  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.

  I would first like to start by saying that **** bank has absolutely no bankers for clients to speak to you regarding any issues whatsoever. You are solely reduced to an in app chat that takes you to a call center outside of the states. I had an incoming ACH transfer on July 16, 2024 that has been missing since the day it was sent. The sender and hyper wallet have sent proof of payment as well as proof of receipt by Varo bank. **** has, however, not credited my account with the amount sent to me. They have been holding my transfer and giving me the runaround by other third-party customer service agents, not bankers.I initiated a trace on the funds last week and was told to give them 48 hours, 48 hours later I was told that the last agent from the call center that I texted via the app had lied and never escalated the trace and it has to be re-issued. I was informed that in order to start a dispute for nonpayment by the sender, that I would need to receive additional proof besides the bank statement that the funds were not received by ****. The agent was not able to provide anything at all, therefore, hindering my ability for dispute by the sender. Absolute joke of a bank. These institutions should not be allowed to exist if they do not have the proper infrastructure to support their customers. A third-party call center in a foreign country with random agents not trained bankers, is not gonna cut it when youre dealing with peoples money in real time. They also refuse to provide any sort of reference number or claim number for the escalation of missing funds. I have filed a complaint against this company with the office of the comptroller.

  

  Business Response

  Date: 08/18/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22130360
  
  I am rejecting this response because:

  the response I received was an outline of my chat history with them. It solved absolutely nothing. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/22/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  My card information was compromised and ive filed two disputes because of this. Im Letting You guys know so maybe a higher up can look over my claims. Ive filed a police report as well & heres that number: T24002055 ive been loving VARO bank otherwise, great features and i love being able to deposit cash directly into my account

  

  Business Response

  Date: 08/21/2024

  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, you can reach us by responding to the email. For questions related to something outside of your complaint, you may submit the following web form to ensure that you are routed to the appropriate servicing channel www.varomoney.com/support.