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:03/05/2024

  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.

  I had an Ugami debit card that I have used on and off for a few years now. They have a rewards program known as Ugamipoints where you can earn points by using the card and doing other activities in order to spend on their in-app store or get cashback. They offer an optional paid subscription service where you can earn up to 4-6 times the points if you subscribe. They offered this in a monthly subscription of $9.99 or a yearly subscription of $119.99. In February 2024, they had the yearly subscription on sale for $79.99. I opted to subscribe to this on February 8, 2024 which was taken out of my card account balance.On March 1, 2024, Ugami announced they were closing all accounts as of March 30, 2024. They also announced that their points and store were discontinued and you could not use the points even for cash back. They made no announcement about anyone who subscribed to their optional subscription service for the extra points regarding refunds. I emailed their customer support the same day as their announcement (as they have no active phone number that you can speak to a customer service agent live and any number found online merely directs you to email support) about a refund on my yearly subscription as the card and account will be discontinued. They emailed me back with the following: Concerning the Yearly Boosted Subscription, we'll review when the transaction occurred and get back to you with a more detailed answer. Sincerely,The Ugami Team I have not heard from them since and I have emailed them back numerous times. While I understand they are not obligated to fulfill their points program, I fear they will not give me a refund for my yearly subscription, which would be unfair considering I just subscribed to it less than a month be

  Business Response

  Date: 03/05/2024

  Hi there,

  On March 1st we informed users that our Rewards program ended. That same day when we were asked about a refund, we told users that we would get back to them as soon as we have processed ************** March 5th in the afternoon we have processed a full refund for users that requested it.

   

  Best Regards,

  Ugami Support Team

   

   

  Customer Answer

  Date: 03/06/2024

   
  Better Business Bureau:
  
  Yes I received replies and the refund soon after filing the complaint.  Im satisfied with the response and result.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/18/2023

  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.

  They revoked my acct for no reason then won't give me any information. Now my direct deposit is stuck so I have no access to my money that they are holding hostage I have a 525 dollar refund comping back from my internet company I won't see. There support seems like it's only one person. It's terrible is bank has the worst business practice I've ever seen in a bank this should not be aloud at all.

  Business Response

  Date: 07/25/2023

  Hi there,

  On July 17th the account was temporarily locked due to possible fraudulent transactions, so we requested an identity verification. Our Tech Support Team thoroughly analyzed the situation and the account was unlocked on July 19th. We're sorry for the inconvenience, but our systems and procedures are designed to protect ourselves and our customers. Our front line Customer Support agent is supported by the Customer Support Team and the Developers Team, providing solutions for a variety of issues. About the $525 refund, there's no information in our records, then we would need an ACH transfer number or any other proof so we can initiate an investigation if necessary.

   

  Best Regards,

  Ugami Support Team

• Initial Complaint

  Date:03/24/2023

  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.

  UGAMI had an app update 2 days prior, since then I have been locked out of my account.The app will not allow me to log in even though I had biometrics set up.Says my email or password is wrong, after having changed my password 3 times it is still not letting me in, UGAMI has done nothing to correct the situation and are messing with my finances by not having access to my account.I want them shut down.

  Business Response

  Date: 03/28/2023

  Dear ************,We want to apologize for the inconvenience you experienced while attempting to access the Ugami app.
  
  We understand how frustrating it can be when technology does not work as expected, and we are truly sorry that you were not able to use our service.We take the reliability and usability of our app very seriously and we are working diligently to ensure that similar issues do not occur in the future.

  
  We have taken measures to resolve the issue and prevent it from happening again in the future.According to our records you were able to login after March 23rd. If there is anything else we can do to assist you, please do not hesitate to contact us.

   

  Thank you for bringing this matter to our attention, and we look forward to serving you in the future.

   

  Sincerely,

   

  The ugami support team

• Initial Complaint

  Date:03/13/2023

  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 deposited $15 in my Ugami account on Feb. 6, 2023. On Feb. 9, immediately after the deposit had credited to my account, Ugami notified me that they were closing my account (without any explanation of why they were doing so); they stated that I could expect a check for the balance in approximately fifteen business days. I never received a check; on March 7, I notified Ugami to that effect and asked when I could expect payment. I still have not received an answer.

  Business Response

  Date: 03/14/2023

  On Feb 9th Ugami decided to close the user's account, in accordance with our deposit account agreement. Later on Feb 17th a check for $15 (total account balance) was issued by our banking partner. Unfortunately ************** didn't received this check but we are actively working to fix this issue and ensure that he receives his check as soon as possible.We are currently investigating the root cause of the delay and implementing measures to prevent similar issues from occurring in the future.
  
  Sincerely.

   

  The Ugami Team. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19591200
  
  I am rejecting this response because:

  In effect, you are asking me to close the dispute without having received payment; I filed it in the first place because I have had to exchange too many messages with Ugami without resolving any of the various problems I've encountered and already waited twice as long for the refund of my deposit as stated.  I will consider my complaint resolved upon actual receipt of my refund and not before.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/16/2023

  Hi **************,
  
  We understand that you have been waiting for your check for some time.
  
  Our Customer Support Agents will keep you informed about any updates on this issue.
  
  Please accept our apologies for any inconvenience
  
  Best Regards.

   

  ******

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19591200
  
  I am rejecting this response because:

  
  I have not received a refund of the money I deposited to my Ugami account -- only that will resolve my complaint.  The total number of messages exchanged between us now runs into the dozens; I never had the use of my Ugami account, and you still have not refunded the money I had to pay a surcharge to deposit into it.

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

  Business Response

  Date: 05/15/2023

  Hi Team,

  Our banking partner re-issued the check on May 11th and should arrive before May 26th. We're very sorry for the inconvenience

  Best Regards

  Customer Answer

  Date: 05/23/2023

   
  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:12/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Okay I'll meet first started bike closing one of my cards. Then today the transferred my funds without my permission and then closed my account and I have my money gone and it was in their banking account

  Business Response

  Date: 01/18/2023

  BBB
  
  Re *********************
  
  
  We are in receipt of **************** complaint dated 12/30/2022.  In the complaint, ************** indicated that Ugami **** transferred my funds without my permission and then closed my account
  
  With regards to transfer funds without permission, that is false. Ugami **** does not transfer third party funds.
  
  With regard to closing the account, we did close it because from our parameters we discovered suspicious activity. The suspicious activity amounts to multiple virtual accounts opened and closed, multiple debit and credit transaction and suspension from our partner ***** who manages our debit to debit instant transfer.
  
  Below snapshot of out T&Cs with regards to processes related to closing accounts.
  
  We may also suspend or close your account at our discretion with or without notice. This includes if we believe you are using your Account for fraudulent or illegal purposes or in violation of law or regulation, this Agreement, any other agreement you may have with us or Unit, or if you otherwise present undue risk to us or Unit. We may also close your Account if you have not made any deposits or withdrawals from your Account in over twelve (12) months. In addition, cancelling your enrollment in the ************** Services with the Program Partner will result in our closure of the Account and our return of your funds. We are not responsible to you for any damages you may suffer as a result of the closure or suspension of your Account.
  
  Lastly a check for the remaining balance of $954.61 was sent to **************
  
  
  Regards,

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company closed my account stating I violated terms and conditions but they refused to clarify what exactly happened but they still continue to send me marketing emails and monthly statements even though they closed the account. I would like to either have my account reinstated or a better explanation than saying "In accordance with our deposit account agreement, we have elected to close your deposit account effective immediately. This outcome is final and irreversible.Please be advised that you will no longer be able to conduct any transactions (deposits, electronic deposits/withdrawals, card transactions, and online banking).If you have any funds in your account, a physical check will be mailed to you which you can expect in approximately 15 business days."

  Business Response

  Date: 10/14/2022

  BBB COMPLAINT ID ******** Re *****************
  We are in receipt of ************** complaint dated 09/09/2022. In the complaint, ************ indicated that their account was closed due to a violation of terms and conditions but that Ugami refused to clarify what exactly happened and continues to send marketing emails and monthly statements. ************ indicated that he would like to have the account reinstated or a better explanation of the reason for the account closure. We take complaints such as this very seriously and have conducted a review of the matter. Below is a summary of the findings of our review.
  On August 10 and 11, 2022 a series of transactions triggered proprietary fraud indicators. Due to the nature of the activity, it was decided to close the account, per the account agreement,which states in section ****:
  We may also suspend or close your account at our discretion with or without notice. This
  includes if we believe you are using your Account for fraudulent or illegal purposes or in
  violation of law or regulation, this Agreement, any other agreement you may have with us or
  Unit, or if you otherwise present undue risk to us or Unit. We may also close your Account if
  you have not made any deposits or withdrawals from your Account in over twelve (12) months.
  In addition, cancelling your enrollment in the ************** Services with the Program Partner
  will result in our closure of the Account and our return of your funds. We are not responsible to
  you for any damages you may suffer as a result of the closure or suspension of your Account
  .
  No further information will be provided regarding the nature of the proprietary fraud indicators, however, Ugami will ensure ************ is removed from any further marketing emails.Additionally, on September 2, 2022 a check for the remaining balance of $5.07 was sent to ***********.