Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2025

  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.

  My university (********************************************************) will being sending my federal financial aid disbursement to BankMobile for processing. The funds will be released by the school, but BankMobile have expected delayed to them - **************** is the timeline:23 days for NU to release funds to BankMobile.23 additional days for BankMobile processing.710 business days for delivery by paper check.57 more business days for my bank to release funds after deposit.This means aidintended to support students immediatelytakes 34 weeks or more to actually access, causing financial hardship.Making matters worse, BankMobile blocked me from selecting direct deposit. They claimed it required identity verification, yet I was never presented with any verification questions. Despite multiple logins and checks, the option simply disappeared, forcing me into a paper check. Their explanation of address mismatches also does not apply, as my address with NU and BankMobile matches exactly.Customer service has been unhelpful, only restating timelines rather than resolving the issue. NU points back to BankMobile, leaving students caught in the middle.The nature of this dispute is that BankMobile is unreasonably delaying federally funded student aid and restricting disbursement options without cause. These practices are not transparent, prolong financial stress, and may be inconsistent with federal rules requiring timely Title IV access.I request that BankMobile (BM Technologies, Inc.) review this case, reinstate fair access to direct deposit, and ensure student financial aid is disbursed promptly. If required, BM Technologies can ask me to provide whatever documents they need from me

  Business Response

  Date: 08/27/2025

  Dear ******* *****,
  
  We are in receipt of ***** ******** complaint received on 08/26/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  ********************** is partnered with ******************* to disburse financial aid and other refunds for their students. Students can select how they receive their refunds based on the refund preference options available to them. Currently the only option for Mr. ******* is to have her refund disbursed by choosing Paper Check Delivered by **** as his preference. BM Technologies, Inc. is unable to provide additional preference options.

  When the student selects Paper Check Delivered by ****, the last address provided to BM Technologies,Inc. by the school is displayed to them. If the address is incorrect, the student will want to contact their school and request that they provide BM Technologies, Inc. with an updated demographic file for them as soon as possible so that the refund check is mailed to the correct address once received. For security purposes, BM Technologies, Inc. is unable to update the students address on file until the updated demographic file is received from their school.
  
  A review of Mr. ******** records has determined that he selected Paper Check Delivered by **** as his refund preference on 08/22/25. Once a refund is received from ******************* for him, a paper check will be mailed to the last address provided to BM Technologies, Inc. by his school, which takes 5-7 business days to be received.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/25/2025

  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.

  On June 11, 2025 at 3:24:05PM EDT I received an email advising me that I had deleted my banking information and added another to my account. "This was not me and fraudulent"! June 11, 2025 at 3:27:25PM EDT A selection in my account for "Deposit to an Existing Account" was made and "this was not me and fraudulent". June 11, 2025 at 3:27:26PM EDT This is " 'TWO MINNUTES LATER'' I received an email stating ""Your funds have been released by your school and are now pending. We process pending funds on business days. Once your funds are processed you will receive the *** in 1-2 business days depending on the policies of your bank."" Realizing fraud had been committed I contacted BankMobile **************** Date: June 11, 2025 at 4:20:14PM EDT They sent information about Compromised Account No Acct Access ( Refund Only) [Incident: 250611-000864]after hours upon hours off advising Bank Mobile of the fraud and that the payment "would" be sent to a fraudulent account I had to prove my identity because the locked the account all the while ****************** "STILL SENT THE *** TO THE FRUADULANT ACCOUNT"!!!!Two months later this is what BankMobile has to say Dear ******, We are writing to provide an update on your dispute. The receiving ************************** / **** Bank confirmed the funds were received successfully based on the instructions provided and there are no available funds to return. BM Technologies **** is unable to advocate further as a result. We recommend that you contact ********************* / **** Bank directly for further assistance regarding this transaction. If you have specific questions about your claim, contact us at ************** and include/reference the claim number above. You have the right to request copies of the information used by BM Technologies **** in making the determination to deny this *** Claim. Sincerely, Dispute Resolution Team.going report to police and may seek legal counsel after awaiting response!

  Business Response

  Date: 08/28/2025

  Dear ******* *****,
  
  We are in receipt of ****** Zabaletas complaint received on 08/25/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  The security of our customer accounts is of the utmost importance to us. When suspicious activity was reported by Ms. ******** on 06/11/25, a restriction was placed on her profile pending an investigation. A notification was sent via email to Ms. ******** along with questions about the activity and a request for documentation needed to conduct the investigation.
  
  Once all the necessary documentation and information was received, the suspicious activity investigation was completed, and Ms. ******** was notified of the outcome on 07/10/25.
  
  A claim was then filed on the refunds that Ms. ******** stated that she had not received, and a notification was sent via email to her with a request for documentation needed to conduct the investigation, which was received.
  
  Once the claim investigation was complete, Ms. ******** was notified via email on 08/25/25 when a decision was reached which included the reason for the claim decision.

  While we realize this may not be the outcome Ms. ******** desired, BM Technologies, Inc. has no further recourse to pursue the disputes on her behalf. We would suggest that Ms. ******** contact the receiving bank to determine if a claim and/or ID theft case may be filed with them.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23792525
  
  I am rejecting this response because:  BM Technologies, Inc. Is stating that I the victim of fraud, That reported the fraud to BM Technologies within Minutes of it occurring, be the one to contact a bank that I had no relationship with! I did not have the information nor contact with that Bank. " SPECIFICALLY, SINCE BM Technologies, Inc. LOCKED ME OUT OF MY OWN ACCOUNT AFTER REPORTING THE ****** Limiting my access to any of the information needed to be able to adequately communicate with said bank! The ********* and institution when contacted asked "WHY BM Technologies, Inc. did not issue a "recall" when it was informed this transaction was fraudulent within minutes of happening" That needs to be answered as well!   
   
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/29/2025

  Dear ******* *****,
  
  We are in receipt of ****** Zabaletas rejection received on 08/29/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously. 
  
  As previously advised, once the claim investigation was complete, Ms. ******** was notified via email on 08/25/25 when a decision was reached which included the reason for the claim decision.
  While we realize this may not be the outcome Ms. ******** desired, BM Technologies, Inc. has no further recourse to pursue the disputes on her behalf. We would suggest that Ms. ******** contact the receiving bank to determine if a claim and/or ID theft case may be filed with them.
  
  Ms. *****, if we can assist in any way,please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/21/2025

  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.

  BM Technologies is responsible for handling my student refund, and it offered two refund preferences: depositing money into an existing account or creating a ****************** Checking Account. I created a ****************** Checking account August 15th, accepted the Terms, and input personal info including my SSN. They didn't ask for a government ID or any documents. I received an email immediately saying my account was created, and I could immediately start using a Virtual Card until a physical one arrived within 5-7 business days. I tried signing into the checking account site the same day (not to be confused with the Refund Profile site), but it stated access was denied (not that my password was incorrect, it shows a different message for that). Furthermore, my refund profile no longer lists a Bank Mobile checking account as an option, and states I never selected a preference. I did not receive an email that my checking account was closed, or anything.I called customer service on the 16th and on the 20th (which is today at the time I'm writing this), but both times they said my account doesn't exist, and their automated systems must have been unable to identify me, or something along the lines of that. Both times, the agents would repeat information and not really address my concerns. I waited about 40 minutes on hold the first time and 1 hour the second.I also contacted them through the "Ask *******" feedback form they include on the Refund Profile website on the 18th, which said they would respond within one business day, but I still have not received any response at all. I don't want to be charged a monthly payment fee for an account I can't even access, and I am extremely dissatisfied with their customer service. I believe the account must exist if I received an account creation success email, or I would have at least received an email stating that it was closed.

  Business Response

  Date: 08/27/2025

  Dear ******* *****,
  
  We are in receipt of **** ******** complaint received on 08/21/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  When customers request to open a ********************** checking account, it is subject to approval. BM Technologies, Inc. uses a verification process that relies heavily upon automated systems to authenticate our applicant's identity and risks associated with opening an account. These systems use the information that was provided and compares it to multiple public and private databases. The information contributing to an account denial is not obtained from vendors subject to Fair Credit Reporting Act, and as part of BM Technologies, Incs deterrent measures the specific information which makes customers ineligible is not shared.
  
  Unfortunately, we are not able to open a BM Technologies, Inc. checking account for Ms. ********* however, we are still committed to delivering her refunds. We would suggest that Ms. ******** log into her BM Technologies, Inc. profile and update her refund preference to Deposit to a BankMobile Checking Account for disbursement of her school refunds.

  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

  Customer Answer

  Date: 08/28/2025

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

  Though next time, they need to send an email to let the customer know their application did not go through instead of sending an email stating that the customer did open an account when they didn't. Perhaps you can let them know to update their system to fix this?

  I would also ask them to review my application again not using an automated system, since I don't see any reason why it was flagged in the first place, but I no longer wish to open a checking account with them anymore. Their customer service is reprehensible, but I suppose this particular problem is resolved.

  Thank you for your help Better Business Bureau.
  
  Good day, 
  **** ********

• Initial Complaint

  Date:08/21/2025

  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.

  My school issued a refund, but ******* is refusing to release it until I open either a Navy Federal account or a Chase ******** I have a *** account, but I can't use it, and I am not receiving any alternative options. Despite my repeated attempts to reach them, they are not answering my calls and will not let me open an ******** This situation needs to be resolved immediately.

  Business Response

  Date: 08/27/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******** complaint received on 08/21/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  ********************** is partnered with ******************* to disburse financial aid and other refunds for their students. Students are able to create a BM Technologies, Inc. where they would select a refund preference based on the options available to them. BM Technologies, Inc. is unable to provide additional preference options.
  
  A review of Ms. ******** records has determined that BM Technologies,Inc. received a refund from her school on 08/14/25 and it was disbursed per her refund preference to her external bank account; however, it was then returned to us on 08/18/25 by the external bank.
  
  Ms. ******* then attempted to update her refund preference back to Deposit to an Existing Accountand enter her external bank information on 08/19/25; however, we were unable to link that bank account as an option for her refund selection. For security purposes, BM Technologies, Inc. is unable to provide specifics as to the reason for this decision and Ms. ******* was advised to try to enter a different bank account.
  
  In the event Ms. ******* is unable to link a bank account, a check will be mailed to her primary address on file after 21 calendar days for Title IV refunds and after 210 calendar days for non-Title IV refunds pursuant to *********************** regulations.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/19/2025

  Type:Customer Service 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 contacted this bank numerous of times and verified my information, for them to change my phone number, so I can long into my account and change my banking information as my college has some sort of refund, these funds will go to a closed account.

  Business Response

  Date: 08/28/2025

  Dear ******* *****,
  
  We are in receipt of ******** ******* complaint received on 08/19/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  ********************** is partnered with ****************** to disburse financial aid and other refunds for their students. Students can select how they receive their refunds based on the refund preference options available to them.
  
  When a customer changes their refund preference, they are required to complete identity verification as it is a trusted way for us to confirm their identity to help keep their personal and sensitive information safe.
  
  If the customer passes the identity verification process, the information will be sent to the BM Technologies Inc. CIP (Customer Identification Process) Team to process any necessary changes in the customers profile information, which can take up to 5 business days to complete. Once profile information is updated, the customer will receive an email notification letting them know that their information was updated. The customer can then log in and continue the process to update their refund preference which will take effect for future refunds.
  
  A review of Ms. ******* records has determined that she was sent instructions for how to update her profile information on 08/18/25, which she completed, and her information was then updated on 08/21/25, which met the 5 business day timeframe. Ms. ****** was then able to successfully log in where she updated her refund preference to Deposit to an Existing Account and entered her external bank information.
  
  Once a refund is received from ******************* she will receive a notification from BM Technologies, Inc. letting her know that it is being processed to transfer to her external account, per her refund preference, which takes 1-2 business days to complete.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/18/2025

  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.

  Hi, I have had a very difficult experiance with the support toeam for Bank Mobile. I am owed a refund of over $3k that I will be needing for my school year which starts in 2 day. I will not be receiving this in 2 days. I need my refund to pay for college related expenses. I took an 8 year gap between getting my associates degree and now I plan on attending for my bachelors. In that time I havent needed to access my account and have lost the ability to do so. When I reached out to the support team to gain access again they did not seem to understand the issue I was having. I cannot access my account and I cannot seem to receive my refund in any other way. I even asked for a paper check which would be find by me but my account information is outdated and I do not remember my phone number from 8 years ago. Because of this I cannot get into my account even though I provided my full social and other information that was required. I have no issues with the individual support staff but I would like to speak to an American National instead of a foreign support staff that have no real knowledge of my situation.

  Business Response

  Date: 08/22/2025

  Dear ******* *****,
  
  We are in receipt of ****** ****** complaint received on 08/18/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  We have reviewed Mr. ****** records and calls into the BM Technologies, Inc. *********** and have determined that a refund was received from his school on 08/11/25 while his refund preference was undefined. Mr. ***** then called for assistance logging into his profile because he no longer had access to the phone number on file. BM Technologies,Inc. takes the security of our customers accounts very seriously and requested that Mr. ***** submit documentation to have his information updated.
  
  Due to not having a refund preference selected, Mr. ****** refund was then mailed as a paper check on 08/15/25 to his address on file as provided by his school,which takes 5-7 business days to be received.
  
  BM Technologies, Inc. then received all the required documentation from Mr. ***** and his phone number was updated on 08/21/25. Mr. ***** then shows to have successfully logged into his profile where he updated his refund preference to Deposit to an Existing Account and entered his external bank information, which will take effect for future refunds.
  
  Mr. ***** then called to request indemnity on the refund check and he was emailed the Indemnity Agreement to complete and return to us so that the refund may be reissued. Once we have received Mr. ****** completed Indemnity Agreement form, we will be able to proceed with reissuing his refund.
  
  We would also suggest that Mr. ***** periodically log in online to ensure that his profile information is kept up to date going forward.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/18/2025

  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.

  When using bank mobile debit card Hold was placed by merchant When hold was released funds were still not made available causing disruption. Made multiple calls to bank who said the funds would be available and the funds are still not available It has caused terrible confusion as I am 800 miles from home

  Business Response

  Date: 08/22/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******* complaint received on 08/18/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  When a transaction is requested by a merchant using the customers ********************** debit card, it is immediately processed through the customers account. An authorization hold is placed when an approval is given to the merchant and that amount is withheld from the available spending balance to allow the merchant time to settle the transaction and debit the account. The merchant is given five business days to complete the transaction and if not completed, the hold will be removed from the account making the funds available the following calendar day. Since approval was given to the merchant, BM Technologies, Inc. is unable to release a hold early. In the event of a hold release, the transaction will no longer be visible on the statement,and the funds are added back onto the available spending balance.
  
  We have reviewed Ms. ******* records and calls into the BM Technologies, Inc. *********** and have determined that she called on 08/16/25 and stated that there were two merchant holds on her account, which were released by the merchant, but the funds were still not available. Ms. ****** was advised that the holds expire on 08/19/25 and the funds would release back to her account the following calendar day.
  
  A review of Ms. ******* account has revealed that the transactions were approved and placed on hold awaiting the merchant to complete the transaction; however, the merchant failed to capture the funds within the five business days; therefore, the hold was released and the funds became available in Ms. ******* account the following calendar day, 08/20/25.
  
  As for Ms. ******* comments regarding the merchant releasing the holds, the merchant may not have processed the cancelation correctly; therefore, the authorization holds remained in place until they expired.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/15/2025

  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.

  On July 29, 2025, I placed an order through DoorDash. The original total was $57.49 (including tip). After delivery, the order was adjusted due to a difference between the in-store item price and the price listed on DoorDash.DoorDash issued me a $22.00 refund on the same day July 29, 2025 and the final adjusted charge that posted to my account on July 31, 2025 should have been $35.49 ($57.49 minus $22.00). However, the posted charge is $46.44, not $35.49.According to Bank Mobiles stated policy, a refund issued by a merchant should post to the account within 10 business days. It has now been well beyond that timeframe, and the refund has still not been credited to my ************************** has suggested that I dispute the charge. However, I do not need to dispute the charge because the merchant has already provided documentation confirming that the refund was credited back to my account. The issue is that Bank Mobile has not released my funds within their own stated timeframe.This is not the first time I have experienced this problem with Bank Mobile. In the past, when a refund is issued before a charge posts, the bank does not reflect the refund alongside the corresponding charge nor adjust the transaction amount to account for the refund. This results in me not receiving funds that are rightfully mine.Resolution Requested:I am requesting that Bank Mobile immediately investigate this matter and ensure that the $22.00 refund from ******** is credited to my account. I also request that the bank address the recurring issue in which refunds issued before a charge posts are not being properly reflected or credited.

  Business Response

  Date: 08/22/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******* complaint received on 08/18/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  There is no set time for merchant credits. Merchants can issue the credit right away or at a later date. Once a merchant has completed their return process and notification of credit is received by BM Technologies, Inc., the funds will post to the customers account overnight.
  
  We have reviewed Ms. ******* account records and have determined that the merchant processed several transactions for approval for different amounts via her BM Technologies, Inc. debit card on 07/29/25; however, only completed one of the transactions, which is reflecting on her statement. A credit was then received from the merchant on 08/15/25, which was processed the same day, and is reflecting on her statement.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/14/2025

  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.

  I have been locked out of my account since Jan. I attempted to update my phone number once it didn't take or work got a new number when through the same process to have my information update and they have not been able to update my account and I am still locked out. Spoke with a supervisor and he was supposed to escalate it up because he did see my documents for proof of my identity they still haven't updated my information on file. This is how I receive my school disbursement and the lack of assistance on their part is frustrating. It shouldn't be this hard to update your information and regain access to your account.

  Business Response

  Date: 08/22/2025

  Dear ******* *****,
  
  We are in receipt of ******* ***** complaint received on 08/14/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  We have reviewed Ms. ***** records and calls into the BM Technologies, Inc. *********** and have determined that she called on 01/24/25 for assistance logging into her profile. A BM Technologies, Inc. Care Specialist attempted to troubleshoot the issue but was unsuccessful; however, Ms. ***** stated that she just wanted to confirm her refund preference information and after the Specialist assisted her with that, she advised that she didnt need anything further since the information was correct.BM Technologies, Inc. also received a refund from **************** for her on 01/24/25,04/10/25 and 07/01/25, all of which were transferred to her external bank account on file, per her refund preference.
  
  Ms. ***** then called on 07/01/25 for assistance logging into her profile because she no longer had access to the phone number on file. BM Technologies, Inc. takes the security of our customers accounts very seriously and requested that Ms. ***** submit documentation to have her information updated, which was received, and her phone number was updated on 07/08/25.
  
  Ms. ***** then called on 07/20/25 and stated that she needed her phone number updated again where she was advised that she would be required to submit new documentation to have her information updated, which was received on 07/30/25. Due to the phone number having just been updated for her on 07/08/25, for security purposes, a BM Technologies, Inc. Resolution Specialist then attempted to call her to confirm the second request; however, she did not answer so a voicemail was left for her,and an email notification was sent to her requesting that she call us back.
  
  Ms. ***** then called in again on 08/14/25 where her issue was escalated and her phone number was updated for her on 08/15/25. Ms. ***** does not show to have attempted to log in again since then. We would suggest that Ms. ***** attempt to log into her profile and reach out to us if she is still unsuccessful.
  
  As for Ms. ***** refund preference, it is currently set to Deposit to Existing Account with the same external bank information on file as it was for her previous refunds. Once BM Technologies,Inc. receives another refund from Ms. *****school for her, she will receive a notification letting her know that it is being processed to transfer to her external bank account, which takes 1-2 business days to complete.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

• Initial Complaint

  Date:08/14/2025

  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.

  Is this a legitimate business. I call they send me to a 3rd world country and king me all my info. When I callling about possible FRAUD. They did not help me had me waiting over an hour and a half . I emailed them my concern about fraud they wont email me back. The could not find my college but want to know all my information . My bank doesnt ask these many questions. I answered them all and still havent received any response. This is a joke and where in my 4000$ . They did not want to give me the address to contact them. If we are going to use cheap labor from across the planet we need to stop pretending our infrastructure is safe .

  Business Response

  Date: 08/21/2025

  Dear ******* *****,
  
  We are in receipt of **** Du Ponts complaint received on 08/14/25 from the BBB and we appreciate the opportunity to respond.Customer service is important to us, and we take customer concerns very seriously.
  
  ********************** is partnered with ******************* to disburse financial aid and other refunds for their students. Students can select how they receive their refunds based on the refund preference options available to them.
  
  A review of ************ records has determined that he attempted to select his refund preference on 08/05/25; however,his information could not be verified. Based on the unsuccessful verification, ************ refund preference can only be processed by paper check. Refund checks are mailed to the last address that was provided to BM Technologies, Inc. by *******************. If the address from the ****** is not correct, *********** will want to contact his ****** to have them update his address by providing an updated demographic file to BM Technologies, Inc.
  
  As of 08/19/25 BM Technologies, Inc. has not received a refund from ************ ****** for him. Once a refund is received for ***********, he will receive a notification from BM Technologies, Inc. letting him know that the refund is being processed and a paper check will be mailed to his address on file as last provided by his ******, which takes 5-7 business days to be received.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership