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:04/24/2023

  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.

  -Opened a Greenlight parent account on 4/1/23 -Funded it with $50 as a test deposit -Transferred / deposited another $250 (below their $300 transfer limit)-Then my problems started. Tried to make an additional deposit and the system would not allow it, so I called Greenlight and they recommended I add my bank debit card so I could add a larger deposit. Added my debit card, and transferred the remaining amount I wanted for my child's savings account.-Next I noticed my kid's Greenlight debit card is locked. I called customer service and they assured me the lock will be reviewed and removed in 2 days by the review team. -Debit cards are still locked so I call Greenlight on 4/20/23. Now, they tell me my account is going be closed because they could not verify the information on my account - and they would not disclose to me what information they needed to verify.-I received numerous emails the next 3 days indicating my account is closed / deactivated, but received an email 4/24/23 stating my account is closed and I will NOT receive a refund of *********** with Greenlight per policy.-I called customer service again 4/24/23, and they confirmed I will be receiving a refund in 5 to 7 days.-I have yet to receive a call back from customer service at ******************** regarding my escalated customer complaint and the reason for my account being closed.-To resolve this matter I am posting my experience with the BBB so other consumers can be aware of their treatment of me and my money that I deposited with the company. For resolution I would like:1. My money refunded to my bank account ASAP - with 2% saving wallet deposit interest 2. I want the reason why my account was closed without notice to me - I've had to call the company service number numerous times over the last 2 weeks 3. I want a manager to call me for my escalated customer complaint - the bank needs to review it's customer account review team controls for closing customer accounts (and holding their funds) and review their escalated complaints policy UNBELIEVABLE - Been on with customer service for over an hour, placed on hold, transferred etc. Now they are saying they can reactivate my account. They want me to re-verify my bank information in the app and send them a copy of my identification. Now, why couldn't of this been handled last week and it would have saved me numerous hours of time?4. I will be writing a letter to the Georgia and/or ************** House of Representative

  

  Business Response

  Date: 05/01/2023

  Greenlight has completed a full investigation into this complaint. After researching the account, the account triggered the ************** alert on 4/17/23. This caused the account to be frozen. The account was subsequently reviewed by our risk management team, and there was a geolocation mismatch and information on the account could not be verified, resulting in the account closure. When an account is closed because information cannot be verified, we cannot share that information for security purposes. We do apologize for the miscommunication between our teams as to whether the account could be reactivated after the closure. We also apologize for the delay in a supervisor call back, as the request was received after hours. We have worked internally to ensure communication between our teams is clear so we can improve customer experience in the future. We can confirm this account is closed per the customers request and the funds that remained in the account were processed to the funding sources on file (the customer's ACH account and **** card). We apologize for any inconvenience this has caused and hope this resolution is satisfactory.

• Initial Complaint

  Date:04/15/2023

  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 asked to move my balance out of Greenlight, because they kept locking my son's debit card and would not unlock it. They gave me the runaround and never refunded my balance to my bank account after contacting support in Ticket *******. Now they are charging me fees on the account and I still can't get my money back and I still can't use the money in the account.

  

  Business Response

  Date: 04/18/2023

  Greenlight has completed a full investigation into this complaint. The customer, *********************, reached out to ******************** via phone on 1/2/23 because his account was frozen. On 1/3/23, ************** requested that his balance in his Greenlight account be refunded to his Chime account. Greenlight customer service responded on 1/4/23 confirming a refund could be provided, provided the timeframe for the refund, and asked if he wished to proceed. The customer did not respond. On 4/14/23, a negative ****** review was left by ************ (*********). The customer service team reached out to the customer to confirm it was him who left the review and advised that Greenlight would be happy to issue a refund. On 4/14/23, the customer returned the phone call. At this time the account has been closed as requested. As a courtesy, Greenlight refunded 3 monthly fees in addition to the $60.53 remaining in the Parent Wallet for a total refund of $75.50. A receipt of this refund is attached. The customer also received an email confirming the deactivation and refund. We hope this resolution is satisfactory and apologize for any inconvenience the customer may have experienced.

• Initial Complaint

  Date:04/13/2023

  Type:Customer Service 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.

  Funded gifts to 2 accounts that were recently closed. Company will not refund. Not acknowledging confirmation codes for each gift. Gifted $40 to a niece and nephew each for Easter plus fees. See credit card charges attached.

  

  Business Response

  Date: 04/19/2023

  Greenlight has investigated the concerns presented by **************. Please accept our apologies for the inconveniences you have encountered on 04/08/2023.
  
  On 04/08/23, ************** sent 2 Greenlight Gifts for $40 each to an account that was closed at the time. Greenlight Gift is a service we offer that makes it easy for our customers to receive funds from their friends and family. That same day, ************** realized the account was closed and reached out to us requesting the transfer of funds be canceled. Our team, at the time, did not process a refund and informed ************** on 04/12/23 that all Greenlight Gifts that are not redeemed within 60 days will automatically be refunded. This matter was escalated to our management team on 04/14/23 and we were able to refund the two transactions of $40 each. 
  

  We can confirm that as of 04/18/23, ************** has received both refunds of $40 each.  At this time, we do consider this matter resolved. If we can be of any assistance or answer additional questions, please contact us at ************. 
  

  
  

  Customer Answer

  Date: 04/19/2023

   
  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.
  
  *********************************************

• Initial Complaint

  Date:04/08/2023

  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.

  Today, 8 April 2023, my daughter tried to use her card for money she had received for her bday and her card continued to be declined. I saw that I had a few notifications so I checked to see why her card was being declined. There was nothing that showed me why. My son was also out at an event and his card was declined. I checked the account and all 4 cards on my account was locked. It said I needed to call to have it unlocked. I called and I was placed on hold for 15 minutes, only to tell me that I have to wait for an email for my account to be unlocked. Now my daughter cant spend any of her birthday money. Not only that, but I am active duty military and just put money on all of my kids card for Military Kid Appreciation month. Having someone wait on an email for their money with no further information is BAD business. I will be definitely getting the word out and I will open them up childrens account with USAA.

  

  Business Response

  Date: 04/14/2023

  Greenlight has investigated the concerns presented by **************. Please accept our apologies for the inconveniences you have encountered on 04/08/2023. We value you as a Customer of ******************** and your account was escalated to our management team for review.
  
  Upon review, we found that ************** account was flagged on 04/08/2023 at 5:53 PM EST based on load activity occurring on the account. We unfortunately cannot provide specifics around how or why accounts are selected for review, but we can confirm that temporary holds may be placed on activity that we feel might place our Customer or ******************** at risk or activity that is considered to be out of pattern. Greenlight was able to review the account activity and remove the temporary hold that same day.
  Although we cannot guarantee that your account will not be subject to additional reviews, we can assure you that we have noted your account of these above instances and have advised our internal teams of this correspondence as well. We can also confirm that as Customers establish spending and saving patterns, our systems acknowledge and clear normal account behavior specific to the Customer. Our intent is for you and your child to transact on our platform with as little disruptions as possible.
  At this time, there are no temporary holds on ************** account and we do consider this matter resolved. If we can be of any assistance or answer additional questions, please contact us at ************. Alternatively, our Cardholder Agreement can be found here: ***************************************************;
  
  

  Customer Answer

  Date: 04/14/2023

   
  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:04/06/2023

  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.

  I cancelled Greenlight back on May 17, 2022 at 5:25PM and I discover in April 2023 the account was not cancelled by Greenlight representative and I have been getting charged every since. I had to call again to get my money refunded and the last time in May 2022 even though they could see there was no activity since Oct. 2020 they only refunded me for a few months and now here we are in April 2023 and Im going through the same thing. I want ALL of my money back. My daughter has a checking account since 2022. I dont need Greenlight anymore!!

  

  Business Response

  Date: 04/12/2023

  Greenlight has completed a full investigation into this complaint. The customer requested a cancellation on 5/17/22. We have no records showing any cancellation request prior to this date. The last successful transaction completed by this account was in October ***************************************************** March of 2021. This most recent transaction was declined because the balance of the card was less than the requested transaction. At this time, the customer has received a total refund of 18 monthly fees as a courtesy for the inconvenience, which is more than she would have received if the cancellation was completed on 5/17/22. The account has since been deactivated per the customers request and we have educated our agents to ensure a cancellation request is completed when requested by a customer. We apologize for any inconvenience this may have caused the customer and hope this resolution is satisfactory.

• Initial Complaint

  Date:04/04/2023

  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.

  I have a parent account linked to cards that directly fund my children's cards. I pulled $165 directly from one card back to the parents account and requested Greenlight to fund back to my original payment source (my financial institution). The transaction was put through immediately into 2 transactions of $100 + $65 (ultimately refunded to my bank within a couple days). My problem is after this request was made, my parent account only had $30.07 left in it which did not seem correct. I immediately dug into the history to see where the money went only to find greenlight only displays the transaction amount and not the running balance so impossible for me to verify how much should really be there. I tracked back the debits and credits for the recent history and it did not add up. Without knowing the starting balance for that period I could tell the balance was off at least $62. I contacted GL immediately and asked that they explain. The agent told me after a 10 min hold period that they transferred $100 too much. The alarming part is that there is NO transaction for this $100 out of my account - it was just gone. ** told me they fixed the problem and same issue - NO transaction back into the account. The money was just there again! I immediately asked (in writing) that they provide me a list of all transactions from the date this account was opened so I can verify where my money is going. I was told they would look into this but it has been 4 days and I have heard nothing. What's even more alarming is now on the 4th day THE $100 IS GONE AGAIN!!!! Please help me gain access to the transaction history for this account. I need to understand where my money is going. This is a beginners credit card aiming to teach children how money works. Access to transactions should be readily available not kept from users! What is going on???

  

  Business Response

  Date: 04/10/2023

  Greenlight has completed a full investigation into this complaint. **************** contacted Greenlight on 3/31/23 to request a refund of $165 to her funding source. At the time of the request, there was $295.07 in the Parent Wallet. The customer service representative initiated the first $100 refund but the system reflected that the refund was unsuccessful, even though the transaction history shows it was deducted from the Parent Wallet. The representative then initiated another $100 refund and a $65 refund, which resulted in $265 being removed from the Parent Wallet, leaving a balance of $30.07. On 4/3/23, $100 was added back to the Parent Wallet and then immediately removed less than 1 minute later. Since the refund process is manual, the refund team received an alert about the 3/31/23 failed transaction and believed a refund was still due to the customer, resulting in an additional $100 being sent back to the funding source. Attached are receipts showing the three refunds and one failure. Greenlight has communicated internally to put controls in place to ensure the systems are accurately syncing and all teams are communicating to prevent this from happening again. We apologize for any inconvenience this may have caused the customer and hope this resolution is satisfactory. 

• Initial Complaint

  Date:04/02/2023

  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 son is currently traveling in *********** (we are ** citizens/residents) with his HS rugby team. I sent him with his Greenlight Card for spending/transactions because Greenlight claimed to have no foreign transaction fees for international travel/use. Only two days into the trip, we noticed that his trip money was almost gone. I quickly realized that Greenlight was overcharging him on every foreign transaction. Although merchants were charging my sons card for purchases in *********** dollars, Greenlight was deducting and dispersing the numerical values is ** dollars. The current foreign exchange rate between ** and ** is about .62. Therefore, they were giving merchants nearly 40% more money than they were requesting/supposed to. When I alerted Greenlight to the problem, they told me that they dont calculate any foreign exchange and only disperse funds based on numerical numbers, not actual currency values. Essentially, their flawed system stole from my son. They refused to fix the problem or reimburse us for all the funds they inaccurately deducted from his account. This cannot possible be a legal practice for a financial institution

  

  Business Response

  Date: 04/11/2023

  Greenlight is completing a full investigation of this complaint. We have opened a ticket internally to determine if the conversion was completed incorrectly and will update our response accordingly once that investigation has been completed. We apologize for any inconvenience the customer has experienced.

• Initial Complaint

  Date:03/30/2023

  Type:Order 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.

  Canceled services with Greenlight they said they would send us my sons bank balance over to me within 3 weeks it's been 3 months I've only received ***** they refuse to send the remaining 100. This is my sons birthday money he got for ******** they keep saying wait another 5 days with NO resolution!! I've called 4 times..

  

  Business Response

  Date: 04/04/2023

  Greenlight has investigated the concerns presented by ******************. On February 14, 2023, ****************** called to close her account and requested a refund for $100 be sent to her by way of a check. On February 23, 2023, a check was submitted for $100 to the address we had on file at the time, which is standard as outlined in our Cardholder Agreement and Terms of Service. Our team was able to talk to ****************** on the phone on April 1, 2023 however, and she confirmed that the address on file was no longer correct. We updated her address at that time. On April 4, 2023, we were able to initiate a stop payment for the check that was issued on February 23, 2023 and reissued a check to the correct address which we have verbally confirmed with ******************. It typically takes **** business days for our customers to receive a check. This includes check processing ************** time, and shipping time. We apologize for the inconvenience that ****************** experienced and now consider this resolved.

• Initial Complaint

  Date:03/29/2023

  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.

  Filed a dispute for a fraud charge on my child's card. I had the card in my hand, and the charge was at a business over 230 miles away. They denied the dispute saying there was nothing wrong. Obviously, there is something wrong when I have the card in my possession, and it gets charged at a merchant over 230 miles away. This is a clear fraud case and they refuse to do anything about it.

  

  Business Response

  Date: 04/05/2023

  Greenlight is completing a full investigation into this complaint. The customer filed a dispute on 3/12/2023 for a transaction made on 2/23/2023 in the amount of $175. Initially, no error was found and the dispute was closed. However, Greenlight has filed an appeal of this decision and has reopened the claim and asked the merchant to provide additional documentation. We have reached out to the customer directly to relay this information as well. We intend to keep the customer apprised of the outcome as soon as we have it. We apologize for any inconvenience this has caused. 

• Initial Complaint

  Date:03/29/2023

  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.

  I was using a famzoo card for my kids and switch to greenlight. I transfer money from the famzoo account to my greenlight account and cancel the famzoo account. I was told a few days later that they have to refund the money back to the famzoo card because it was in their mother's name and she was not on the greenlight account. I told them that the account was closed. They told me that they will issue a check for 921 dollars in the mother's name to the address on file. I told them that would be fine. Two weeks later I call back to verify that it was sent and they told me it was processing and it will take two to three weeks to process. I called back a month later and they said that I will not be getting any refund check because the money was sent to the previous card (famzoo) bank and I have to take it up with them. I told them if a card is closed and anyone tries to send money to a closed account, that transaction will be declined and returned to the sender. They repeated that I have to take it up with that bank. My kid is out of money because greenlight is not during their diligence to investigate and give me the money I have given them and check into their transaction with a closed account (looking into what's going on). Before I get my lawyer involve and use media attention, I am trying to settle this without damaging their name. If someone give me money, and I refund it to a closed account, and the money, as they say, is in limbo, I give credit to the person that gave it to me and go after the person I sent the money to because I have the information that I transfer it to a closed account and then verify that they send the money back to me. My business is with greenlight not a close account that has no ideal of that of a transaction. I do not know who is lying because I do not know what transaction happen. This is not fair that my family is out of money because of lack of effort and negligence from greenlight. I just want the money I gave them.

  

  Business Response

  Date: 04/03/2023

  Greenlight has investigated the concerns presented by ****************. On January 31, 2023, **************** called in to Greenlight and was informed by our team that the debit card that he has on file is not in his name. We required that the cardholder be added to the account as an Authorized Approver along with the cardholders ID. Our Terms of Service defines a Funding Account as the Primary Account Holders or an Authorized Approvers account at a third-party financial institution that is used to add funds to the Primary Account.
  
  **************** did not provide the requested documentation and did not add the unknown individual to the account as an Authorized Approver. He instead removed the debit card in question. When the debit card was removed, he was informed that all funds loaded from the funding source not belonging to him would need to be refunded for all loads that were loaded from it totaling $1,600. When **************** was advised of this, he agreed. During that same interaction, **************** did not disclose that the account associated with the debit card was closed. Our team proceeded to issue 2 refunds to the debit card as agreed upon (one for $240 and another for $923). The remaining funds were set to be refunded on February 2, 2023 when those funds fully settled. On February 1, 2023 at 8:16pm, **************** called in to request a refund check be sent to him instead and it was at that time that he advised us of the debit card being closed. We were unable to honor ******************** request for a check to be issued since the refund process was already initiated internally. By the following morning on February 2, 2023, the 4 additional refunds ($300, $180, $15.35 & $4.65) were completed. When a refund is submitted to a debit card that is closed, the receiving bank denies the transaction and notifies Greenlight by way of reversal for a closed account. We can confirm that as of April 3, 2023, all 6 refunds totaling $1,600 were successfully settled with the cardholders bank. At this time, it is Greenlights recommendation that **************** contact his bank or the cardholder directly to receive any funds he feels he should receive. Greenlight is not in possession of any funds belonging to **************** at this time.
  
  

  Customer Answer

  Date: 04/03/2023

  Complaint: 19866621
  
  I am rejecting this response because: I haven't received documentation. Also I disagree with the statement timeline that was made, anyhow, All I would need is a copy of the transaction that Greenlight sent the $923 and the $240 to the closed account and it was not returned back to them for being closed. This way I will have proof of this transaction for my records and so when I reach out again to the closed account, I will have (my) Greenlight transaction report showing that Greenlight sent the funds and did not get a returned for being closed. I give greenlight full permission to disclosed my transaction information on this that transaction on this report.  
  
  
  ***********************

  

  Business Response

  Date: 04/06/2023

  Greenlight has responded to **************** directly with refund receipts attached as per his request.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19866621
  
  I am rejecting this response because: I still have not received document that greenlight stated they sent. 
  
  Sincerely,
  
  ***********************