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:08/14/2025

  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.

  Bank uses 3rd party software to validate information which advises that it takes 5 days to validate, currently it has exceeded the time frame beyond the 5 days, currently exceeding 10 day at this time. I have called multiple times and been provided links to repeat the process over and over again. Only to be told to wait another 5 days. They will not expedite, nor assist me in any way to be able to update my banking information. It has been circle after circle and would like someone to resolve this issue with some sort of haste since their service has failed multiple times.

  Business Response

  Date: 08/20/2025

  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.
  
  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 **** CIP (Customer Identification Process) Team to process any necessary changes in the customers profile information, which can take up to 5 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 Mr. ******* records has determined that his profile information was updated on 08/15/25 after which he was able to successfully log in where he updated his refund preference to Deposit to an Existing Account and entered his external bank information.
  
  BM Technologies **** also received a refund from ****************** on 08/15/25 which was then transferred to his external account the same day, and takes 1-2 business days to complete.
  
  Due to high volume during our peak student refund season, there was a delay in processing Mr. ******* profile update. We apologize for any inconvenience Mr. ****** may have encountered while attempting to resolve the issue. We would 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:08/11/2025

  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.

  The verification code needed to access my account no longer comes to my phone. They refuse to look into the matter and now I will have to switch bank accounts for direct deposit as I can no longer log into my bank account. If others don't have issues logging on, great but I do. Clearly, you can look into why that is but refuse to do so. I had verification codes coming to my phone yesterday, so this has not been a problem before. I've been with this bank for over 10 years.

  Business Response

  Date: 08/12/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******** complaint received on 08/01/25 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 have determined that she reached out to our ************ team on 07/31/25 and stated that she was having issues when attempting to log in online as she was not received the one-time passcode (***) to her phone. Ms. ******* was then provided with troubleshooting steps after which she confirmed that she received the *** code and was able to log in successfully.
  
  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:08/11/2025

  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 an account with ****************** which is a wholly owned subsidiary of First Carolina Bank. I have a disputed transaction claim #*******, which I disputed on 6/8/25. To date my claim has not been processed despite me providing all necessary information.

  Business Response

  Date: 08/20/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******** complaint received on 08/11/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  When customers file a dispute, ********************** adheres to the guidelines established by the ************ during the investigation and uses all available facts and details in an effort to win the case for our customer. 

  Mr. ******* filed a claim on 06/08/25 for purchased goods/services that were not as described. Based upon the established Card Network requirements, our attempt with the merchant to secure credit on Mr. ******** behalf can take up to 180 days. This type of claim is not eligible for provisional credit.

  Throughout the course of the claim investigation, BM Technologies, Inc. attempts to reach out to the merchant multiple times. To date, we have not received a response from the merchant.

  Mr. ******* was advised that while we will advocate on his behalf and file a dispute with the merchant, contacting the merchant directly for a resolution is typically the quickest way to get the concern corrected.

  An email notification is sent every 15 days informing Mr. ******* that the matter is still being researched and additional notifications are sent as updates become available.

  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: 08/25/2025

   
  Complaint: 
  I am rejecting this response because: The company hasn't responded to myself or the bank. It seems absurd that I would have to wait 6 months for resolution. Allowing a company 6 months to ignore your customer is not service,that is enabling fraud in my opinion.

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

  Business Response

  Date: 08/27/2025

  Dear ******* *****,
  
  We are in receipt of ****** ******** rejection 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. 
  
  As previously advised, based upon the established Card Network requirements, our attempt with the merchant to secure credit on Mr. ******** behalf can take up to 180 days.
  
  An email notification is sent every 15 days informing Mr. ******* that the matter is still being researched and additional notifications are sent as updates become available.

  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:08/08/2025

  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 have been trying to update my refund preference with this company so I can receive my school check via direct deposit and they are not willing to update it due to a new verification system that was effective 08/01/2025. This company updated my preference to a mail a check without my consent and sent it to the wrong address. They verify me over the phone with my correct address and my address is correct on the online portal but they refuse to send my school refund to that correct address. They are saying that theres nothing they can be do.

  Business Response

  Date: 08/20/2025

  Dear ******* *****,
  
  We are in receipt of Hermonique ********* complaint received on 08/08/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  A review of Ms. ********* records has determined that she attempted to update her refund preference external bank information on 08/04/25; however, her information could not be verified. Based on the unsuccessful verification, Ms. ********* 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 ******************** and she was advised on 08/05/25 that if the address on file is not correct, she will want to contact her school and request that they submit an updated demographic file to BM Technologies, *** so that her address may be updated.
  
  BM Technologies, Inc. then received a refund from ******************** for her on 08/06/25 which was mailed as a paper check to the address on file as last provided by her school.
  
  Ms. ******** then contacted BM Technologies, Inc. ************* and advised that the address the check was mailed to is incorrect to which she was advised again to contact her school and request that they submit an updated demographic file to us.
  
  ******************** then submitted an updated demographic file on 08/14/25 after which indemnity for the refund check was completed, and a replacement check was mailed to her updated address on file the same day, 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.
  ************* Leadership 

• Initial Complaint

  Date:08/08/2025

  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.

  July 03, 2025 there was suppose to be a refund posted to my bank from my student loan. ***************** uses BankMobile as a 3rd party to transfer refunds. This was the first time I had to is this system for my refund. After I completed the process of setting up the account with my bank information, not long after the account was hacked. The hackers got access to my to the account on the same day my refund was to be deposited. It shows someone went in and added an account to a ********. I do not and have never had an account with a PNC branch. BankMobile saod they would investigate and I should get the refund back in ****** days. I made several calls to them being placed on hold for an hour each time. After about *********************************************************************************************** because it had been deposited in my *** acct. I also made a call to *** which could not give me any information because I didnt have an acct number. They also said ******************** could and should reach out to them to discuss the fraudulent activity. They refused stating the investigation was over and nothing else would be *****

  Business Response

  Date: 08/20/2025

  Dear ******* *****,
  
  We are in receipt of Kourtney ********** complaint received on 08/08/25 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 07/06/25, 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 07/07/25.
  
  Ms. ********* then stated that there was a refund she had not received so a claim was filed and a notification was sent via email to her with a request for documentation needed to conduct the investigation.
  
  Once the claim investigation was complete, Ms. ********* was notified via email on 08/08/25 that 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 dispute 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: 08/20/2025

   
  Complaint: 23721453
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  Customer Answer

  Date: 08/20/2025

  I strongly believe that it is unfair that my account was compromised. I feel that Bank Mobile did nothing to help the situation especially by saying its nothing more that can be done (which Ive been told a numerous amount of times). I have filed a police report and I also contacted the ***. The *** stated they do not handle these cases but they informed me that Bank Mobile is responsible for giving me those funds back. Upon contacting *** they said this situation could have been resolved if Bank Mobile had of contacted them in which they did not do and I also, informed Bank Mobile of this. *** stated nothing can be done without contact from Bank Mobile. I believe that Bank Mobile is solely responsible. $7,626.75 was stolen from me and should be replaced simply because it is the right thing to do and it was not my fault my account was allowed to get hacked. 

  Business Response

  Date: 08/21/2025

  Dear ******* *****,
  
  We are in receipt of Kourtney ********** rejection received on 08/20/25 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 08/08/25 that 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 dispute 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: 08/26/2025

   
  Complaint: 23721453
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:08/08/2025

  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 28, 2025 I received a refund check from BankMobile for $5,154.50. I called ****************** to make sure the check was legit and they said yes. It was a refund for money left over from my ********** from ******************. They said another check was mailed July 17, 2025 for $5,900. I have not received that check. I deposited the $5,154.50 on July 30. I used the money to pay off credit cards. On Saturday, August 2, 2025, I received a call from my bank, The ***************** Rest, saying BankMobile issued a stop payment on the $5,154.50 check I deposited on July 30th. On Monday BankMobile took the already deposited $5,154.50 from my account causing me to be in the red $3,900. I have spoken with BankMobile several times and no matter what I do they always need more information to access my account. They did not have any information about me even though I supposedly set up an account. I did not set up and account and am trying to access my money. I completed an account verification form and still could not access my account. They claimed they did not have my phone number on file, which was not requested on the verification form. I must have access to my refund money from ******************. I am exhausted from the continuous run around BankMobile is giving me to access my money.

  Business Response

  Date: 08/20/2025

  Dear ******* *****,
  
  We are in receipt of ******* ****** complaint received on 08/08/25 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. ******* a restriction was placed on her profile and a notification was emailed to her on 08/11/25 which included questions about the activity and requested documentation needed to conduct a review.
  
  Once all the necessary documentation is received, and the investigation is completed, Ms. ****** will be notified of the outcome.
  
  Due to the sensitive nature of this complaint BM Technologies, Inc. will communicate directly with Ms. ****** and we encourage her work with our investigators to resolve this matter.
  
  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:08/08/2025

  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.

  June 9, 2025, I initiated a transfer of $250.00 from my external Huntington account to my ********************** checking (account *****. Because of the delays of availability, I attempted to cancel the transfer. Due to the impending closure of my Huntington account, it was later confirmed that the cancellation was rejected, and the funds were successfully deposited into my Bankmobile account. On June 10, 2025, I transferred the $250.00 to my Bankmobile savings (account ***** and made two withdrawals totaling $75.00 over the next two days. However, on June 12, 2025, Bankmobile debited my checking account for the second time, mistakenly treating the rejected cancellation as a new deposit for $250.00. Resulting in a negative balance and immediate restrictions on both my checking and savings accounts. ? The June 9 deposit and June 12, duplicate debit, share the same transaction ID, confirming a duplicate transaction. ? Bankmobile transaction log shows two internal transfers on June 10 for $150.00, that never occurred and are absent from my personal records and statements. ? Chat transcript provided from **********, confirms the $250 transfer was returned to Bankmobile on June 11 due to account closure, proving the June 12 debit was erroneous. ? BankMobile support communication (#******-000512) claims the accounts had been established as accurate yet includes the two nonexistent transfers for $150. 00. ? Email from ********** on June 12 show ACH withdrawals of $150.00 and $439.78, were processed and sent to Bankmobile-which were also returned on June 16, due to restrictions on my Bankmobile accounts.? Two overdraft notices drawing on insufficient funds in the amount $400.00- June 12, processed a duplicate $250.00 debit (rejected cancellation request) and two savings transfers, which resulted in overdraft fees of $150 June 16, returned a $439.78 transfer (June 12-Huntington) which resulted in overdraft fees of $250.00.Detailed formal complaint has been uploaded.

  Business Response

  Date: 08/20/2025

  Dear ******* *****,
  
  We are in receipt of ***** ****** complaint received on 08/08/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously.
  
  The BM Technologies, Inc. Executive Response team has been working with Ms. ***** regarding her June 2025 internal and external transfers. After a thorough review of her account activity, Ms. ***** was advised on 07/25/25 that her balance is correct, all transfers were properly reflected on her account statements and the 06/09/25 external transfer in question was returned to her external account on 06/12/25.
  
  There is no further action BM Technologies, Inc. can take at this time. We recommend that Ms. ***** work with her external banking in an effort to help resolve any further questions she may have regarding this matter.
  
  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: 23708146
  
  
  Thank you for your message regarding my complaint against BM Technologies, Inc. (Complaint ID #*********. After reviewing their response, I must respectfully state that I disagree with their conclusion and the matter remains unresolved.  The key factors supporting my position are as follows
  The identical internal and terminal transaction ID numbers for June 9 and June 12 transactions indicate that the June 12 transaction was a rejected cancellation of the June 9 transfer, not a new deposit. This is corroborated by ***************'s confirmation that no transfers from Bankmobile have ever posted to my account. *************** explicitly stated that the June 9 transfer was rejected on June 11, further proving that the June 12 transaction was a result of that rejectionnot a new deposit. Also resulting in a negative $250 balance that should not have occurred.
  There is no record of the two transactions for $150 (savings to checking and checking to savings) allegedly dated June 10 in any official documentation, except for a single log provided by BM Technologies' executive team, waking concerns about accuracy and transparency, the continued citing of non-existent, $150 transfers, in formal regulatory responses. My accounts were closed without my consent after being informed that could not happen until the balance was settled.  Along with conflicting customer service explanations including
   Checking account was closed due to 60 days of overdraft claiming violation of terms and conditions stating I needed to settle the negative balance and possibly being reported negatively impacting my banking reputation at 6:43am on August 15.
   My savings had been closed- per my request at 6:44am on August 15, which I did not make.
   I was informed that a wire had deposited funds into my account on August 15, bringing the account to a current standing at 9:43pm, removing all restrictions and reinstating access. I was shocked and showed uncertainty whether this wire was authorized or not, as means to retrieve farther information, due to the state of shocking new evidence of mishandling my funds-I have no recognition of these several new unauthorized activities on my account. Another email from bankmobile at 6:40am on August 16, states that the overdraft on my account has been resolved, also reflecting in my new monthly statement as a new transaction, and confirming the wire deposit activity August 15.
   I needed to change my refund method when inquiring about the savings balance. In doing as instructed, my account became restricted again.
  . This suggests an attempt to steer the situation away from resolution. After I've received the same inaccurate response regarding my complaint formally filed, I requested escalation on August 12, which is also when my last email to support was sent-my account was closed within three days on August 15. Then I received an email on August 19, stating the issue had been escalated, after my account had been closed for 4 days, allegedly.
  
  Despite my submission of extensive documentation and formal complaints filed with the BBB, CFPB, and FDIC, the responses have remained unchanged. What began as a simple miscommunication between financial institutions has now escalated into a financial burden exceeding $3,000, all at my personal expense, while insulting my integrity. By providing dishonesty within documentation, yet again, formally to banking regulators. This pattern of misinformation, contradictory communication, and unexplained account closures strongly suggests no meaningful progress has been made, only deflection, financial harm, and a lack of accountability. Although, I was mailed a check for the savings balance of $175.75, the acknowledgment of the overdraft, debited funds from my account, and out-of-pocket expenses, solely of bankmobiles fault, have not been surfaced or addressed- and the continued discrepancies in my account records are still present.
  A complete reimbursement of all funds incurred by bankmobile and restoration of my bankmobile account would be appropriate and appreciated. However, there is not a price amount on the true value of things that have been lost and mishandled with his experience. The repetitive disrespect from representatives, specifically male, causing the intervention of my husband even, are permanent reminders that stay centered in front for me. Due to my several years of domestic violence in a previous 11-year marriage, the impact of the treatment and disrespect, using the gender difference to authoritatively show persistent dominance have taken far more than any amount of currency can purchase back. My 6 in a half year spent recovering, have been challenged. The first three years in this recovery highly questioned the suicidal thoughts I battled on a daily basis, which have been recurring more frequently, due to this unnecessary conflicted four month of chaos with bankmobile. I also have the daily burdens to carry of, which have taken priority in my life. This experience has restarted the time and accomplishments achieved over the last 6+ years. I can assure everyone and anyone, the serenity is priceless and is valued far beyond any treasures that can be found. This can not be returned to me. The only restore of this involves restarting the entire process again, causing complete soul breaking events to be visited and worked through once more. All which has been lost as a direct result of bankmobiles recklessness.
  
  While my issue is personal, it highlights broader issues within their system and raises serious doubts in building trusting relationships among banking institutions and myself. As personally banking at bankmobile, as well as former *************** student, the seriousness of the discrepancy-falsifying information -following a simple mislabeling of a transaction, I urge regulators to act swiftly, as these practices are not ethical and are FRAUDULENT, also violating my rights as a consumer. The lack of acknowledgement, accountability, and refusal to reconcile-dismissing all evidence- unless provided by leadership at bankmobile also shows the instabilities with information given to customers. This is about the two transactions that never existed for $150, that has been validated three times now, including a formal BBB response, implying two different transaction transfers for an amount not reflected in any documentation deemed as factual.
  Failure to resolve these discrepancies has led to new discoveries of discrepancies in my account. ********************'s actions demonstrate a systemic failure, and their dishonest practices should raise serious concerns about their ability to manage federal student aid in larger amounts. While continuing to stand by a version of events that do not align with their own records and do not exist at all. If this is considered valid and accurate, it brings questions deserving of answers: How and why are discrepancies not noticed? And if they cant reconcile simply an amount of $250 in error, how can they be trusted, especially to manage the larger sums of money they were designed to handle? Bigger than all this-how is  bankmobile formally replying to these authoritative agencies with falsifying data as their base validation of accuracy?  Faithful practices? Is acceptable? Standing firmly on dishonesty and ethical principles? This matter is far from resolution and needs to be escalated with urgency. I request that this complaint remain open and be reviewed again, by a higher authority if needed. I also request the consideration of the discrepancies in transaction records, the lack of transparency, and the impact on my financial history due to actions taken without my consent. To be clear:
    Only one deposit of $250 was made on June 9.
   Only one transfer to savings occurred on June 10 for the entire $250.
    Two withdrawals from savings: $50 on June 10 and $25 on June 11.
    Two purchases: $50 and $25 to Chime on June 12, matching the savings withdrawals.
   No ************** occurred between June 9 and the present date, aside from micro-deposits for account verification.
   All other attempted transfers between BankMobile and external accounts were rejected or returned with the exception being for the successful $250 deposit on June 9.
   There has never been a $150 transfer to savings. That claim is a complete fabrication. And yet, theyve formalized it, stood by it, and used it to dismiss my complaint. The continued pattern of dishonest, absurd declarations should have everyone reactingnot just me. This is bigger than one customer. Its a warning sign of a broken system, and it demands immediate attention from regulators, aid distributors, and anyone who values truth and accountability. Its not just wrongits deliberate.
  supporting documentation click me
  Sincerely,
  ***** *****
  please take extra look at the highlighted information especially in the log that is included in the email, consider and take notice to the details on June 10 and June 12
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/29/2025

  Dear ******* *****,
  
  We are in receipt of ***** ****** rejection received on 08/08/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously. 
  
  As previously advised, after a thorough review of her account activity, Ms. ***** was advised on 07/25/25 that her balance is correct, all transfers were properly reflected on her account statements and the 06/09/25 external transfer in question was returned to her external account on 06/12/25.

  There is no further action BM Technologies, Inc. can take at this time. We recommend that Ms. ***** work with her external banking in an effort to help resolve any further questions she may have regarding this matter.
  
  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:08/04/2025

  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 bank is partnered with bank mobile to distribute fafsa refunds to college students across the **. Unfortunately almost no students have easy access to their refunds and this bank does NOT assist in ANY WAY. Ive been locked out of my account for absolutely no reason at all, the bank made a refund selection FOR ME WITHOUT MY OWN CHOICE. They claim my account records cannot be found BUT I WAS LOGGED IN THE DAY BEFORE AND HAVE EMAILS TO PROVE IT. This bank is either committing fraud and taking my fafsa refund money and holding it. They use a FAKE CUSTOMER SERVICE SYSTEM AND KEEP YOU ON HOLD FOR OVER AN HOUR.

  Business Response

  Date: 08/13/2025

  Dear ******* *****,
  
  We are in receipt of ****** ********* complaint received on 08/04/25 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 he called on 08/04/25 and stated that he was having issues logging in online. A BM Technologies, Inc. Care Specialist attempted to troubleshoot the issue but was unsuccessful, so his issue was escalated to our technical teams.

  Our technical teams then began to investigate the issue and on 08/05/25 an email notification was sent to Mr. ******** which provided additional troubleshooting steps to him; however, he later replied stating that he still could not log in.

  Mr. ******** then called again and was assisted with changing his primary email address after which he was able to successfully log in, update his refund preference to Deposit to an Existing Account and enter his external bank information.

  Once a refund is received from ******************* for him, it will be transferred to his external account, which takes 1-2 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:08/04/2025

  Type:Delivery 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.

  Never received my initial card, was charged a 10 dollar fee to order ANOTHER card, and the replacement card never came. Absolute madness. Its been over a month and still no card.

  Business Response

  Date: 08/13/2025

  Dear ******* *****,
  
  We are in receipt of ******* *********** complaint received on 08/04/25 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 he activated his profile and selected Deposit to a BankMobile Checking Account as his refund preference at which time a card was ordered for him and shipped to the address on file. Mr. ********** also activated his virtual card and began using it.
  
  Mr. ********** then canceled his previously ordered card on 06/23/25 and ordered a replacement card which was also mailed to the address on file. Mr. ********** also activated a new virtual card which he shows to have been using successfully.
  
  Mr. ********** then called on 08/01/25 and stated that he had not received his card in the mail to which a BM Technologies, Inc. Care Specialist walked him through updating his address online then ordered another replacement card for him fee free which is being shipped to the updated address on file, and takes 5-7 business days to be received.
  
  Mr. ********** may continue to use his virtual card while waiting on his physical card to arrive and once it is received, he may activate the card through his online access.
  
  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:07/28/2025

  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.

  This is my mobile bank account, where I have been a customer for 12 years, and they have suddenly restricted my account because they said I had "suspicious activity" without contacting me for confirmation and completely out of nowhere. I am not unable to access ANY of my funds and all of my auto payments are declining because THEY put a FRAUDULENT hold on my account. Now they are telling me I have to upload all these documents to prove its me, meanwhile I can't buy food, gas, groceries, pay for medical bills, etc and I'm basically desolate. This is CRIMINAL activity on behalf of Bank Mobile. I have been on hold two hours so far this morning trying to get ANYONE to help me.

  Business Response

  Date: 08/07/2025

  Dear ******* *****,
  
  We are in receipt of ***** Soerensens complaint received on 07/28/25 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. ********** a restriction was placed on her profile on 07/24/25 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, which were received, and she was notified of the outcome via email on 07/29/25.
  
  Due to the sensitive nature of this complaint BM Technologies, Inc. will communicate directly with Ms. ********* and encourage her to contact our investigators if she has any further questions or concerns.
  
  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: 08/10/2025

   
  Complaint: 23656986
  
  I am rejecting this response because:

   

  This complaint is not even in my name, thats how unprofessional this business is. 

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

  Business Response

  Date: 08/11/2025

  Dear ******* *****,
  
  We are in receipt of ***** Soerensens rejection received on 08/11/25 from the BBB and we appreciate the opportunity to respond. **************** is important to us, and we take customer concerns very seriously. 
  
  As previously advised, due to the sensitive nature of this complaint BM Technologies, Inc. will communicate directly with Ms. ********* and encourage her to contact our investigators if she has any further questions or concerns.

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