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:07/18/2025

  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 attempted to cancel my Greenlight account since 2022. Despite the account being inactive for over two years, Greenlight has continued to charge me $5.99 per month, totaling over $140 in unauthorized charges. The mobile app does not provide the cancellation option as advertised, and multiple support agents have acknowledged that I am not the primary account holdermy ex-husband is, and he has not responded.I have explained that I do not have access to cancel the account through the app, and have asked repeatedly for Greenlight to cancel the account and stop charging my card. Despite this, the company refuses to take any action unless the primary account holder calls them. I am being trapped in a subscription I cannot cancel, which is an unfair business practice and an apparent violation of consumer protection laws.I have now escalated multiple times through their support team with no resolution. I am requesting:Immediate cancellation of the account A refund of at least the last ************************************************************************************************************ with no choice but to file a formal complaint.

  

  Business Response

  Date: 07/25/2025

  Greenlight has reviewed the concerns presented by Ms. ****** and hopes to provide additional clarification. On 7/15/25, Ms. ****** contacted Greenlight Customer Support to close her account, stating she had been requesting closure for over a year. Greenlight explained to Ms. ****** that as an Approver she is unable to close the account; an account can only be closed by a Primary Account Holder. During review of Ms. ******* account, it was noted that Ms. ****** reached out on 9/24/22 via email requesting to cancel the Greenlight account and was informed by Customer Support that the Primary Account Holder would need to submit the closure request. Greenlight did not hear back from the Primary Account Holder or Ms. ****** until she reached out on 7/15/25. On 7/16/25, Ms. ****** expressed further frustration regarding recurring monthly fees and her inability to cancel. The account was escalated for review. On 7/18/25, Greenlight Customer Support emailed Ms. ****** to inform her that while the account could not be closed by an Approver, her funding sources for the monthly subscription fee could be removed, and once removed, her Approver profile could be removed. She was asked to confirm the last four digits of the funding instrument being charged, but never responded to the email. On 7/21/25, Greenlight sent another email offering to refund 12 months of subscription fees and again requested confirmation of the funding instrument information to process the refund. As of 7/25/25, Greenlight has verified that Ms. ****** removed her funding source from the Greenlight account through the app; Greenlight has also processed a refund of 12 months of subscription fees (totaling $70.88) which is available in the Greenlight Wallet for withdrawal. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We apologize for the inconvenience and are available to answer further questions.
  

• Initial Complaint

  Date:07/17/2025

  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 filed a dispute of my children's Greenlight cards because they allowed my 7, 10 and 13 year old to use there cards on Gambling sites. After I filed the disputes Greenlight closed all accounts. Then issued me a provisional credit 07/15/2025. I called and asked what card they sent the provisional credit too and they said to your closed Greenlight account. In the email it says I can use the provisional credit. How am I supposed too if they sent it to a closed account? I called and they said they cant do anything about that. They cant send the provisional credit anywhere, but the closed account.

  

  Business Response

  Date: 07/25/2025

  Greenlight has reviewed the concerns presented by Ms. ******** and hopes to provide additional clarification.  On 6/30/25, Ms. ******** reached out to Greenlight to dispute multiple transactions made to Crown Coin Casino on her childs Greenlight prepaid card. Greenlight Customer Support initiated the dispute process and informed Ms. ******** that resolution could take up to 90 days, with the possibility of provisional credit being issued. Additionally, new cards were issued for Ms. ********* three children due to the unauthorized nature of the charges. On 7/2/25, Ms. ********** account triggered an automated risk alert which resulted in an account freeze and subsequent closure. While specific details regarding the risk system's selection criteria cannot be provided, it is typically based on account activity inconsistent with prior use.  On 7/16/25, *********** reached back out to Greenlight questioning the account closure, disputed transactions and provisional credit. The matter was escalated to Greenlight Compliance on 7/16/25.  Upon review, Greenlight Compliance has determined that the account should remain deactivated. Ms. ******** will be notified via email regarding the final resolution of the disputes. If the dispute resolution is in Ms. ********* favor, Greenlight will reach out to Ms. ******** and process the refund accordingly. As of 7/25/25, Greenlight has processed a refund of $195 to Ms. ********* funding source for a number of the disputed transactions. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. 
  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23609389
  
  I am rejecting this response because: They owe me alot more than just $195!!! They owe me alot more!! How are you seriously going to say we will credit you all the $4.99 charges, but anything above that needs to be investigated!! Makes zero sense. Bottom line is your company is  NOT a good card for children to have!! That is what you advertise! You didnt protect my children's card from gambling! Its illegal for anyone under 18 to ****** and my kids are 7, just turned 13 and 10!!!!!!!!  You need to do much better!!!!!! If this doesn't get resolved I will seek an attorney. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/30/2025

  Greenlight has further reviewed the concerns presented by Ms. ******** and hopes to provide additional clarification. Greenlight takes the security and privacy of our customers seriously and has implemented several measures to help prevent and block high risk merchant categories. This includes blocking specific merchant codes that fall into these categories. Regarding Ms. ********** disputed transactions, our review found the transactions to be under merchant code 7994 which is for video, arcade, and amusement games, and merchant code 5816, which is digital goods-games, different categories from online gambling, which Greenlight does block.
  Additionally, Greenlight provides parents with the option to set spend controls on specific stores or merchants. This allows parents to limit spending or block all transactions from a particular store on their child's card. Instructions for setting these controls are available here.
  The refund of $195, provided to Ms. ******** on 7/25/25, was a result of disputed transactions that were investigated and resolved in Ms. ********* favor. As mentioned in the previous response, Ms. ******** will be notified via email of the final resolution of her remaining disputed transactions, which may take up to 90 days from the date the dispute was filed. If the dispute resolution is in Ms. ********* favor, Greenlight will reach out to Ms. ******** and process the refund accordingly. 
  Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. 
  
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23609389
  
  I am rejecting this response because:
  Again, NONE of the charges were blocked by Greenlight!!!! Thats why my young children were able to use their greenlight cards!!! And spend ALL their money they earned at places they shouldn't have!! They dont know what gambling is. They didnt know they shouldn't be doing it! Greenlight SHOULD HAVE BLOCKED ALL THESE TYPES OF PLACES SO THAT MY CHILDREN COULD NOT USE THEIR CARDS THERE!!!! You CLEARLY do not take safety and security seriously or it would have NEVER happened!!!!!!!!!!!!!!!! They spent WELL over $195!! Are you kidding me!!! 

  Try more like $2500!!!!!! This is widely insane and completely unsecured as GREENLIGHT allowed this to happen!!!!!

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

• Initial Complaint

  Date:07/16/2025

  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.

  This company is either fraud or becoming one. I decided to open up a child's debit card. I put in all my information name,address,social security number and even uploaded my Optimum bill and State ID like they requested. Only for this company to send me an email saying they still can't identify me. They have 2 crucial information about me already,yet they can't identify me and want me to physically take a picture of my social security card. Never ever have I ever heard such thing in all the years I have been banking. I have prepaid cards and even bank accounts like ***** and ***********,all that were open online and never once they asked me to send them a picture of my Social Security card. That is very suspicious and should be looked into . This company is either a fraud or becoming one. Scammers.

  

  Business Response

  Date: 07/23/2025

  Greenlight has reviewed the concerns presented by Mr. ***** and hopes to provide additional clarification to the situation. On 7/12/25, Mr. ***** initiated the account opening process with Greenlight. For verification purposes, on 7/15/25, Greenlight sent an email to Mr. ****** requesting that he provide a photo of his social security card. Instructions on where the photo could be securely uploaded were also included. Mr. ***** expressed concerns regarding this request. Greenlight Compliance responded to his concerns and informed Mr. ***** that federal law mandates the verification of name, date of birth, residence address, and social security number for new accounts. ******************** also provided a list of acceptable documents that could be submitted along with the instructions on how to submit. Mr. ***** responded on 7/16/25 letting Greenlight know that he would not be submitting the documents.  On 7/16/25, Greenlight Compliance notified Mr. ***** that without being able to verify his identity, we would not be able to proceed with the registration process and informed him that his request would be withdrawn. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. ******************** is happy to answer any additional questions Mr. ***** may have regarding the situation.
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  We signed up for green light cards for our two sons and have still never received them. We want a refund for the monthly Charges.

  

  Business Response

  Date: 07/18/2025

  Greenlight has investigated the concerns presented by Ms. ***** and hopes to provide clarity. On 7/7/25, Ms. ***** reached out to Greenlight Customer Support stating that she never received the Greenlight debit cards that were ordered in January and requested a refund of the monthly service charges. Greenlight Customer Support reviewed the account, noting that the cards were shipped on 1/27/25 and requested confirmation of the shipping address. Ms. ***** responded with the address and requested that the refund be processed.  On 7/9/25, Greenlight confirmed that the cards had been shipped to the provided address, and processed a refund of $86.94 to the account on file. ******************** Customer Support also offered to expedite shipping for new debit cards.  Ms. ***** stated that they did not want new cards and requested to cancel the account. ******************** Customer Support informed Ms. ***** of the two ways to cancel her account (via phone or in the app) and apologized for her experience. As of 7/12/25, the account has been closed. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We apologize for the inconvenience and are more than happy to answer any additional questions related to the issue.
  

• Initial Complaint

  Date:07/10/2025

  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 personal credit has been charged 2 times over the past year with $50 charges for services/items/requests I have not done. This is fraud. I have never used the company nor would I use this company. Both fraudulent charges were done through ***** Pay.

  

  Business Response

  Date: 07/21/2025

  Greenlight has completed an investigation of the concerns presented by Ms. ***** and hopes to provide clarity. Upon initial review, Greenlight Customer Support was unable to locate an account associated with Ms. ****** Additionally, there is no record of prior contact from Ms. ***** regarding the transactions referenced in her complaint. On 7/16/25, Greenlight Customer Support sent an email to Ms. ***** requesting additional information about the charges in question. On 7/17/25, two attempts were made to contact her by phone; however, the number provided appears to be out of service. A follow-up email was also sent on 7/17/25, requesting further details and a valid phone number for continued communication. Ms. ***** responded to the email on 7/17/25 providing screenshots from her bank showing two separate charges (one for $100 on 11/5/24 and another for $50 on 7/4/25) from Greenlight Financial Tech. Greenlight Customer Support responded to Ms. ***** asking if she knew anyone who had a Greenlight card and if she had ever used a Greenlight Paylink or sent a Greenlight Gift, but Ms. ***** said she had not. Greenlight Customer Support reviewed the transactions with the information provided, and was not able to locate the specific transactions or an account associated with the transactions.  Greenlight recommends that Ms. ***** files a dispute for the transactions with her bank directly as we are unable to locate these transactions based on the information provided. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service.

  
  

• Initial Complaint

  Date:07/01/2025

  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 closed this account on April 16, 2025. Greenlight continued to bill me $5.99 on April 23, May 23 and June 23. Continuing to debit my account is theft . I cant get greenlight to actually close my account and refund the bogus fees. Further I want to file a complain with the entity that regulated Greenlight and they wont tell me who that is.

  

  Business Response

  Date: 07/08/2025

  Greenlight has completed an investigation of the concerns presented by Ms. ***** and hopes to provide additional clarity.  On 7/1/25, Mr. ***** reached out to Greenlight **************** inquiring about the monthly fee that was still being charged by Greenlight. He indicated that he closed out the account and requested a refund for the fees. Greenlight **************** reviewed Mr. ***** account and discovered that a second account (owned by ********* was not fully deactivated in April.  Greenlight apologized to the customer and processed a refund for the monthly fees (total of $17.97) on 7/1/25.  The refund was completed and Ms. ***** withdrew the funds on 7/1/25 and the account was deactivated. Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We apologize for the inconvenience and are more than happy to answer any additional questions related to the issue.

• Initial Complaint

  Date:06/27/2025

  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.

  Greenlight is returning my daughters direct deposits from her employer (shes 15 and this is her first summer job) because they say they require employers to submit direct deposit information with the employee name as Last Name, First Name instead of First Name Last Name. First of all thats an incredibly unorthodox and ridiculous requirement for any payment processor. But this was never disclosed at all, even when we got paperwork to set up the direct deposit from them! They advertise themselves as a solution for parents and a way to help kids learn but they arent interested in doing things correctly or providing a service. Now my childs $500+ paycheck is floating out in the ether and we have to wait for Greenlight to officially kick it back to the employer. Then another 7+ days for the issuing bank to receive the return and mail a paper check. Its just wrong and especially egregious when youre supposed to be a service for kids.

  

  Business Response

  Date: 07/02/2025

  Greenlight has completed an investigation of the concerns presented by Ms. ****** and hopes to provide additional clarity. 
  On 6/27/25, Ms. ****** reached out to Greenlight **************** wondering why her daughters direct deposit was returned by Greenlight. Greenlight **************** reviewed the account and informed Ms. ****** that they were escalating the ticket and would follow up with an update once available. Ms. ****** reached out to Greenlight on 6/28/25 requesting an update to the situation and expressed concern that the direct deposit had still not been processed.  Greenlight **************** further investigated the concerns and determined that the reason the direct deposit was returned was due to a name mismatch on the account. ******************** **************** updated the name to the customers legal name, rather than a nickname and also included a note on the account to ensure that there are no further issues with the direct deposits coming into the account. ******************** **************** informed Ms. ****** of the update to her daughters account name and let her know that this should not be an issue going forward. Greenlight also informed Ms. ****** that her daughters direct deposit from 6/27/25 had been returned to the employer and suggested that her daughter request a paper check from her employer in the meantime.  In addition, Greenlight waived the monthly subscription fee for two months for Ms. ****** as a courtesy.
  Greenlight makes every effort to comply with all applicable federal and state consumer protection regulations and offer best-in-class customer service. We apologize for the inconvenience and are more than happy to answer any additional questions related to the issue. 
  
  

  Customer Answer

  Date: 07/02/2025

   
  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,
  
  ******** ******

  Customer Answer

  Date: 07/15/2025

  This is a follow up to a previous complaint I filed. I was assured by multiple people at Greenlight that issue was resolved. (Three previous deposits by my childs employer were rejected by Greenlight.) I was embarrassed to be contacted by my childs employer to find out Greenlight is STILL rejecting the direct deposits for NO REASON. Now the employer has said they will not attempt again and will not issue direct deposits to Greenlight accounts at all because they are known to be a problem. So now Ive paid for this service that is essentially useless now, and I have to find time to go to another bank, set up an account for my teenager and that information the employer. I dont understand why this has become such an issue. Someone at Greenlight is manually rejecting the deposit despite all the supposed notes on the account. The time and energy I have put into this situation is insane. Greenlight is not interested in providing financial services or actually helping teens learn about money, they just want their monthly fees. Im saddened and frustrated because I really liked the app.

  

  Business Response

  Date: 07/23/2025

  Greenlight has reviewed the additional concerns presented by Ms. ****** and hopes to provide additional clarification. On 7/14/25, Ms. ****** reached back out to Greenlight Customer Support and stated that her daughter was still having issues receiving her direct deposit checks and that Greenlight continued to reject them. Greenlight Customer Support apologized for the inconvenience and escalated the matter, informing Ms. ****** that she would be contacted with more information. As a courtesy, Greenlight waived three months of the subscription fee for Ms. ******* On July 18, 2025, Greenlight Customer Support called Ms. ****** and left a voicemail explaining that upon further review, the direct deposit issues were due to multiple name updates on her daughter's account since its opening. On 6/16/24, the secondary account was opened under the name *. ******* On 4/8/25, the name on the account was updated to **** ******, and then on 6/11/25, it was updated to ****** ******* Due to the two name changes within two months, the current secondary card account will need to be closed, and a new secondary card account will need to be opened and a new card ordered in her childs correct legal name. Greenlight **************** provided instructions on the necessary next steps and a contact number for assistance.  This information was also provided in an email to Ms. ****** on 7/18/25.
  Greenlight apologizes for the inconvenience this has caused and is happy to answer any additional questions that Ms. ****** may have regarding the situation.
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Several days ago I was looking into opening a Greenlight card for my child to have some spending money on her own. It connected me to Venmo early in the process (or otehr banking options as well). I marked $20 and went to finish the process. It then led me to a screen asking me to pick a pricing tier. I didn't like any of the options for my needs so did not pick any tier. However, they already took my $20 out. I asked about getitng back and was told I need to complete the registration. I kept mentioning I didn't want to complete it as it did not fit my needs to be billed monthly on soemthng we were putting so little in. Today I received a text that I could get $10 for completing the account set up. Why not? I can then get this thing closed out. They charged me $9.99 to get the card, again I think why now? The $10 will offset that. It was not until after the fact of settign up the account that they told me I have to be billed for the first month to get the $10. So now I am out even more $ as they have been deceitful in all that. I have tried to resolve with customer service to no solution

  

  Business Response

  Date: 06/13/2025

  Greenlight has completed an investigation of the concerns presented by Mr. ****** and hopes to provide additional clarity. 
  On 6/11/25 Mr. ****** reached out to Greenlight inquiring about why he was charged $9.99 for a debit card as well as asking when he could expect to receive the $10 promotional credit for completing account registration. ******************** Customer Support reviewed the account and informed Mr. ****** that the $9.99 charge was for the custom debit card order, and requested information about the promotion that Mr. ****** received. Upon receipt of the promotion, Greenlight **************** informed Mr. ****** that promotional credit would be added to his Greenlight Wallet within two weeks of the first monthly fee being paid. Mr. ****** expressed dissatisfaction with the terms of the promotion as well as his overall experience and requested to close his account and receive a refund for his initial deposit of $20.00.  Greenlight Customer Support responded with detailed instructions on how to close the account, either via the Greenlight app or by calling the customer service team directly, and also provided information on the refund process. Mr. ****** followed up to the email requesting an additional refund for the debit card ($9.99) since he was closing out the account. ******************** Customer Support reviewed and informed Mr. ****** that he would receive a refund once the request was processed. 
  On 6/13/25, Greenlight Customer Support informed Mr. ****** that a refund for $29.99 was issued to his funding source linked and that his request to close his Greenlight account had been processed.  
  We apologize for the confusion and inconvenience this has caused Mr. ****** and are more than happy to answer any additional questions related to the issue.
  
  

  Customer Answer

  Date: 06/13/2025

   
  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:06/01/2025

  Type:Service or Repair 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.

  Custom debit cards were wrongly ordered on our Greenlight account. As soon as I was notified of this transaction (within minutes of the cards being ordered) I contacted Greenlight and notified them of the issue and asked for the transaction to be cancelled and the money to be refunded ($39.96). **************** (support ticket #******** seemed very responsive and since the cards had not yet had the photos approved, processed, etc, it sounded as though they would cancel the transaction. They told me to wait until the next day and they would let me know the outcome of the situation. I didnt not hear back from customer service. Instead I was notified that the cards were approved and ready to ship. I contacted customer service again (support ticket # ********. They apologized, but said since the cards were made they would not be issuing a refund. I am seeking the $39.96 that they withdrew from our Greenlight account. They were given almost immediate knowledge to cancel the transaction and instead refused to cancel it and allowed the cards to be approved and produced. We do not want the cards. We do not need the cards. They were never intended to be ordered and Greenlight was given the knowledge of this before the cards were even approved for production.

  

  Business Response

  Date: 06/10/2025

  Greenlight has completed an investigation of the concerns presented by Ms. ******* and hopes to provide additional clarity. 
  On 5/31/25 Ms. ******* reached out to Greenlight stating the custom card order had been placed in error and requested a cancellation and refund.  Greenlight Customer Support responded to Ms. ******** message to confirm that she was requesting a cancellation and informed her that her request would be escalated and that Greenlight would follow up.  On 6/1/25, Ms. ******* followed up on the request since she had received an email stating that the cards were being printed and again requested that the order be cancelled. Greenlight Customer Support responded initially stating that the cards could not be cancelled since they were already processed and offered to waive the monthly fee for the next two months for the inconvenience. Ms. ******* responded requesting that the cards be canceled and that she receive a refund for the charge since she had initially reached out before the order was processed.  This ticket was further escalated and reviewed. Greenlight Customer Support followed up with Ms. ******* regarding the issue and due to the inconvenience it caused, refunded Ms. ******* the full $39.96 for the custom card order. This refund was processed on 6/1/25.  
  We apologize for the confusion and inconvenience this has caused and are more than happy to answer any additional questions related to the issue. 
  
  

  Customer Answer

  Date: 06/10/2025

   
  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:05/25/2025

  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 was trying to sign up for children debit cards from what is advertised and they said they couldnt verify my identity and they never officially asked for my SSN like most other applications do and then they sent me an email asking for me to upload a copy of my SSN card which makes me question their authenticity. I have only ever heard of scam artists asking for that information via email. So I may not continue with them to get these cards due to the questionable actions of asking for my SSN card when we are always told never to give that type of information when asked through email or texts because of fraudulent scams.

  

  Business Response

  Date: 06/02/2025

  Greenlight has reviewed the concerns presented by Ms. ****** and it is our hope to provide clarity. To help the government fight the funding of terrorism and money laundering activities, federal law requires Greenlight to obtain, verify, and record information that identifies each person who opens an account. When you open an account, ******************** asks for your name, address, date of birth, and other information that allows us to identify you. We may also ask to see your driver's license and other identifying information.

  
  Unfortunately, State IDs do not list Social Security Numbers and we have been unable to verify the provided SSN. When we are unable to verify any element of a prospective customer's identity, additional documentation is needed in order to continue with the registration process.

  
  We do have a list of alternative documents that Ms. ****** could submit in lieu of an SSN card if she is not comfortable providing that document. The list of alternative documents will be provided with Ms. ****** directly via email.