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:10/02/2024

  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.

  Started working with this business as a third party processor in July after having issues with my original provider. At first, the process seemed to be going well, the CEO and I were building repor it was a cordial interaction. Problems didn't start to occur until it was time for them to access my credit reports, where they needed me to unfreeze my account on three attempts before they could gain access, so I'm being told. So they finally get in, review my credit, I'm accepted. Now, when they set up my merchant account, my password has been changed outside of my control and I had to reset it, but couldn't change information once accessing my dashboard. First red flag. I brushed it off though and made the corrections needed. The major issues occurred after my first sale. I was hit with a transaction fee, two merchant fees that weren't prior discussed, and a monthly minimum fee, even though my sale exceeded the balance requirement. So I had that transaction disputed and cancelled the service. I emailed the CEO requesting my account(s) be closed and deleted. I received a confirmation email from him stating the actions were fulfilled. I thought we were done doing business. Today 10/02/24 I wake up to a $15 merchant fee from Bankful when I cancelled out on 9/10/24 almost a full 30 days. So this is not only an illegal transaction, they still have access to an account which is supposed to be closed yet they currently as of today still have it linked to my financial institution. I need my cancellation to be honored, I need them to remove themselves from any access to my financial institution, and I need my fund redeposited back into the proper account.

  

  Business Response

  Date: 10/02/2024

  
  Thank you for taking the time to share your concerns. We sincerely apologize for any confusion regarding the $15 fee. We understand that unexpected charges can be frustrating, so we'd like to clarify the situation.
  Our billing cycle operates in arrears, meaning that charges are applied for services rendered during the previous month. Since your account was canceled in mid-September, the $15 fee reflects services provided prior to the cancellation date.
  That said, we value your business and understand that this fee may not have been expected. As a one-time courtesy, we will be happy to waive the fee and refund you the $15. You can expect the refund to be processed and reflected in your account within 7-10 business days.
  We truly appreciate your understanding, and we wish you all the best in your future endeavors. If you have any further questions, please don’t hesitate to reach out.
  Thank you again for your business.
  Sincerely,

  Bankful

  Customer Answer

  Date: 10/02/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22369193, and find that this resolution is satisfactory to me.
  
  Regards,
  
  E**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/03/2024

  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 had changed my account as of the January 2024 only had a few transactions that went correctly then had four transactions that they sent to the wrong bank account. They can draw the monthly fees out of the right bank account. And when I brought it to their attention, they said contact your bank we have deposited it remember you change bank account at the beginning of the year then they looked into it after I did, and found out they deposited in the wrong bank account, and the other bank is holding the money Will not return it and Bank Ful will not Refund my money was not my fault that it went to the wrong bank account was Bank Ful fault all I want is my deposits sent to the right bank account and then I would have no issues

  

  Business Response

  Date: 04/05/2024

  
  I hope this message finds you well. Firstly, I want to extend my sincerest apologies for any inconvenience or confusion you've experienced regarding your recent transactions. Your satisfaction and trust are paramount to us, and it's disheartening to hear that there have been issues with your deposits.
  Upon thorough investigation into the matter, our team discovered that your March deposits were withheld due to a chargeback placed on your account. We understand that this situation can be frustrating and unexpected. Please know that our intention is never to cause any inconvenience to our valued customers.
  As a result of the chargeback, a recovery balance of $1069.25 has been identified, broken down as follows: Chargeback amount of $922.25, monthly fee from November of $97.00, and a chargeback fee of $50.00. Your sales totaling in $800 went towards this balance. This has led to a pending balance of $269.25, which must be addressed to avoid further complications with your account.
  To resolve this matter swiftly and effectively, we kindly request that you contact the processor immediately to settle the chargeback. You can reach the recovery team at ###-###-####.
  They will be able to provide you with detailed information and guidance on how to proceed in clearing this outstanding balance.
  We understand the importance of prompt resolution and assure you that we are here to support you every step of the way. If you encounter any challenges or require assistance throughout this process, please do not hesitate to reach out to our dedicated support team. We are committed to ensuring a seamless resolution to this issue and restoring your confidence in our services.
  Once again, I apologize for any inconvenience this may have caused you. Your satisfaction is of the utmost importance to us, and we are fully committed to resolving this matter to your complete satisfaction.
  Thank you for your understanding and cooperation in this matter. We appreciate your continued support and look forward to assisting you further.
  Best,
  Bankful

• Initial Complaint

  Date:02/27/2024

  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.

  Bankful processes my E-commerce side of my business. I changed bank accounts for my deposits the beginningof January2024. I followed bankfuls directions on changing accounts but they have not deposited any funds into my account for two months. Bankful has processed many transactions in that time but they will not deposit the funds. They have not explained why in two months time why they have not deposited the funds. All I am seeking is to deposit the funds they have processed.

  

  Business Response

  Date: 02/27/2024

  Thank you for bringing your concerns to our attention regarding your bank deposits. We understand how frustrating it can be not to receive expected funds, and we sincerely apologize for any inconvenience this has caused you.

  Upon reviewing your account, we confirmed that your bank deposit information is accurate, and our records indicate that the deposits have been successfully processed and sent by our payment processor. Additionally, we have provided you with a settlement report that confirms the deposits were made on our end. However, we acknowledge that despite our efforts, you are still experiencing difficulties receiving the funds in your bank account. We empathize with your situation and understand the importance of resolving this matter promptly.
  

  At this point, we recommend contacting your bank directly to inquire about the status of the deposits and to investigate any potential issues on their end that may be causing the delay or non-receipt of funds. Sometimes, banks may have internal processes or delays that could affect the timing of deposit credits to your account.
  

  In the meantime, please rest assured that we are committed to assisting you throughout this process and will do everything within our power to help facilitate the resolution of this issue. Should you require any further assistance or clarification from our end, please do not hesitate to reach out to our customer support team, who will be more than happy to assist you further.
  

  Once again, we apologize for any inconvenience this situation may have caused you and appreciate your patience and understanding as we work towards a resolution. You can also reach our Client support team directly at 888-882-9494 ext 2 to speak with us.

  Sincerely,

  Bankful

• Initial Complaint

  Date:12/13/2023

  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 previously paid this business for a subscription service. I then cancelled the subscription and received confirmation that it was cancelled. They charged me again for said subscription this month and have not been helpful through out to help me get my money back. Often times I will contact customer service, respond to emails and then as soon as I ask for help they stop responding to me. Through out the process they have acted shady, not sending bills to me, not giving me legal documents and not sending me emails concerning charges. I cancelled the service because of their lack of service. They have caused me a headache for my business for the past couple months.

  

  Business Response

  Date: 12/27/2023

  Your sales representative Derrick Kuntz has been trying to contact you, but has not been able to reach you.

  Please look out for your $28.33 refund coming in the next 7-10 days.

  Thank you,

  Bankful

• Initial Complaint

  Date:02/09/2023

  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 December 14th 2022 a ticket was opened on the Bankful website requesting to close the account. Our online store no longer needed the Bankful service as we had found another payment processor to go with. We we're told the account closure was in process after this. So not thinking anything we go into January. 1/9/2023 a $50 charge from Bankful comes through to our business checking account. We call Bankful to request the charge be refunded and our account be closed once again. They tell us a representative will be calling back within the hour to help us with the issue. We wait an hour for a representative to call. The call never comes. Another month goes by and we enter into February of 2023. Another charge from Bankful comes in. At this point we have had enough with Bankful's support and we take matters into our own hands. We call our bank and submit a fraud request on the charge and put a STOP payment on the account that keeps taking money. Since Bankful requires you to set up your account via ACH it is very tricky to stop them from reaching their hand right into your pocket to steal money. At this point in time (2/8/2023) we have submitted a fraud request, payment stop, and filled out a ACH dispute form.

  

  Business Response

  Date: 02/22/2023

  Hi C***, we apologize for the delay in responding to you. Our records show we have made numerous attempts to contact you with no success. Please note that your account was closed and backdated to prevent further billing. We also issued a refund on 2/9/23 to the account on file. If you have any other questions or concerns, please feel free to reach out to us at [email protected]. All the best!