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:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My school release our financial aide to bank mobile , those extra funds cover books and extra fees. I have recently changed my number and home address recently so i was unable to log into my account to access my funds . i have spoke to multiple agents who are not american and have strong accents who refuse to help . they are holding money and a scam. I email multiple times no response.

  Business Response

  Date: 06/24/2025

  Dear Kristie Angel,
  
  We are in receipt of Chrishyia
  Henderson’s complaint received on 06/18/25 from the BBB and we appreciate the
  opportunity to respond. Customer service is important to us, and we take
  customer concerns very seriously.
  
  We have reviewed Ms. Henderson’s records and calls into the BM
  Technologies, Inc. Call Center and have
  determined that she called on 06/12/25 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. Henderson submit documentation to have her information
  updated.
  
  Ms. Henderson then submitted one of the required
  documents and she was advised on 06/13/25 of the remaining documents needed so
  that her information could be updated. This notification was sent again to Ms. Henderson on 06/17/25.
  
  BM Technologies, Inc. then received
  all the required documentation from Ms. Henderson on 06/18/25 and her phone
  number was updated. We would suggest that Ms. Henderson periodically
  log in online to ensure that her profile information is kept up to date
  going forward.
  
  A review of Ms. Henderson’s records has determined that she selected ‘Deposit to a BankMobile checking account’ as her
  refund preference. Once a refund is received from Ms. Henderson’s school for her,
  it will be deposited into her BankMobile account the same day. To date, no refunds have been received for Ms. Henderson from
  her school.

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

• Initial Complaint

  Date:06/13/2025

  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.

  Owed money from financial institution.

  Business Response

  Date: 06/18/2025

  Dear Kristie Angel,
  
  We are in receipt of Tyler
  Bowers’ complaint received on 06/13/25 from the BBB and we appreciate the
  opportunity to respond. Customer service 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 identified on 04/18/25, a restriction was placed on Mr. Bowers’ profile pending an investigation. A notification was sent via email to Mr. Bowers’ along with questions about the activity and a request for documentation needed
  to conduct the investigation.
  
  A claim was also filed on the refunds that Mr. Bowers’ stated that he had not received, and a notification was sent via email to him with a
  request for documentation needed to conduct the investigation. This type
  of claim is generally resolved in less than 90 days but depending on the
  complexity, it can take up to 180 days.
  
  Once all the necessary documentation and information was received,
  the suspicious
  activity investigation was completed, and Mr. Bowers’ was notified of the outcome on 05/19/25.
  
  As
  for Mr. Bowers’ refund claims, once the investigation is
  complete, he will
  be notified of the outcome. Due to the sensitive nature of this complaint BM
  Technologies, Inc. will communicate directly with Mr. Bowers’ and encourage him to
  contact our investigators if he has any further questions or concerns.
  
  Ms. Angel, if we can assist
  in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23461165
  
  
  
  I am rejecting this response because:
  
  They are not being truthful. They have been telling me 45 day investigation. They will not let me speak to anyone on their investigation Team. I reported it just days after not receiving 2 different refunds both equaling $3,197. I have proved that I didn't receive any of the funds. As a financial institution they should refund me the money while they conduct the investigation. I receive horrible customer service from them. 

  
  Sincerely,
  
  
  
  Tyler Bowers

  Business Response

  Date: 06/18/2025

  Dear Kristie Angel,
  
  We are in receipt of Tyler
  Bowers’ rejection received on 06/18/25 from the BBB and we appreciate the
  opportunity to respond. Customer service is important to us, and we take
  customer concerns very seriously. 
  
  As previously advised, this type
  of claim is generally resolved sooner but can take up to
  180 days to finalize the claim outcome.
  
  Due to the sensitive nature of this complaint BM Technologies,
  Inc. will communicate directly with Mr. Bowers’ and encourage him to contact our
  investigators if he has any further questions or concerns.
  
  Ms. Angel, if we can assist in any way,
  please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  Customer Care Leadership 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23461165
  
  
  
  I am rejecting this response because: now they are saying up to 180 days!? First I was told 7-10 days, then I was told 45 days, now 180 days!? That is ridiculous. Again, I have made several efforts to speak to someone on your "Investigation Team" as well ad escalate the claim but I am always told the supervisor will tell me the same thing and the Investigation team will not speak to me directly. Again any other financial institution would reimburse their client if their account was compromised. The investigation that happens after that, to pursue the individual or individuals who compromise the account has nothing to do with me therefore I should be reimbursed immediately. I have proven that I did not receive the funds. I have been waiting on them now for 2 months and I find that to be absolutely ridiculous especially when I need the money. You just keep making short vague comments and adding a larger time frame to continue your "investigation". Every time I call there is a huge language barrier and I feel that I cannot speak to someone quickly and adequately. Again I have made every effort to contact their investigation team and efforts to move this along so that I may be reimbursed what is owed to me. I have changed my settings so now I am going to be issued a paper check, they have my address on file and they have since I opened the account so it says easy as mailing the check to the address on file. I don't know why they need to make it more difficult
  
  
  
  Sincerely,
  
  
  
  Tyler Bowers

• Initial Complaint

  Date:06/10/2025

  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 am writing to formally file a complaint against BankMobile / ********** regarding ongoing issues Ive had with their customer service and account management system.This is not the first time Ive encountered problems with this company. Most recently, I attempted to update my refund preference so that my funds would be deposited into either my Chime or Navy ******************** (****) account, rather than the default BankMobile Vibe Checking account. However, the system will not allow me to make this change.When I called customer service for assistance, I received no resolution. The first representative claimed my address was incorrect, but after confirming with my college, I verified that my address was accurate and up to date. On a second attempt to get help, I was routed to an automated system and was not able to speak with anyone at all.BankMobile appears to outsource its customer service, and the support provided is ineffective at best. When asking to speak with a manager, I am simply transferred to another representative at the same level, who is equally unable to resolve the issue. I feel like I am trapped in a never-ending loop of unhelpful responses and dead ******* this point, I am incredibly frustrated and disappointed with the lack of professionalism and assistance from BankMobile/BMTX. I am left with no other option but to file this complaint with the BBB. If this issue is not resolved promptly, I plan to escalate it to the ************************************ (****).I expect a timely response and resolution so I can successfully redirect my refund to the financial institution of my choice.

  Business Response

  Date: 06/03/2025

  Dear ******* *****,
  
  We are in receipt of Shakira ******** complaint received on 06/02/25 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. **************** has determined that she attempted to update her refund preference to Deposit to an Existing account;however, we were unable to link the bank accounts as an option for her refund selection.
  
  Ms. ******** current refund preference is Deposit to a BankMobile Checking Account. Once a refund is received from ******************* for her, it will be deposited into her BankMobile account.
  
  Ms. ******* may also choose to update her preference to Deposit to an Existing account using a different external account. Changes to the refund preference must be completed at least 24 hours prior to an anticipated refund otherwise the change will be effective for future refunds.
  
  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:06/10/2025

  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've been with Bank mobile vibe, bmtx for about half a year or more and I've had to change my card for times. This is my fourth card that I'm using due to unauthorized transactions and my card is only saved through ****** pay. It is securely saved and nobody has any information about it yet I've had transactions multiple times go from $20 to thousands of dollars. Despite many complaints and calls, I've had only a couple hundred dollars reimbursed back to me and then took away again from my account due to "not giving enough information". Horrible horrible business. Completely dissatisfied and caused me thousands and hundreds of dollars and more emotional pressure and damage. I'm just waiting on them to refund my money back I'm fighting again and again and I will be changing banks. Despite the changes and reassurances that it will not happen AGAIN , it just repeats itself.

  Business Response

  Date: 06/12/2025

  Dear ******* *****,
  
  We are in receipt of ***** ****** complaint received on 06/02/25 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 and calls has determined that she called into the BM Technologies, Inc. *********** on 01/18/25 to report an unauthorized transaction. Ms. ****** card was canceled to prevent any additional fraudulent transactions, a replacement card was ordered for her and she was advised that a claim may be filed if the pending transaction posts.

  Claims are unable to be filed on pending transactions since they do not contain the details needed to proceed. Customers are advised to monitor their account and contact ********************** if the transaction fully posts. BM Technologies, Inc. is unable to prevent a pending transaction from posting to the account since approval was already provided to the merchant. Unfortunately, the transaction did post and Ms. ***** filed a claim on 01/27/25.

  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. Based upon the established Card Network requirements, it can take up to 90 days to finalize the claim outcome. If BM Technologies, Inc. is unable to resolve the claim within 10 business days,provisional credit may be issued, if applicable. An email notification is sent every 15 days informing the customer that the matter is still being researched.
  
  On 02/10/25 provisional credit was provided to Ms. ***** since the claim was still ongoing. Ms. ***** was then advised on 03/04/25 that the claim was approved as a credit from the merchant had been received and the previously provided provisional credit was reversed.
  
  Ms. ***** then called again on 03/30/25 and stated that there were unauthorized transactions on her account where her card was canceled to prevent any additional fraudulent transactions, a replacement card was ordered for her and she was advised that claims may be filed if the pending transactions post.
  
  Ms. ***** then called on 06/01/25 and stated that there were unauthorized transactions on her account a few months ago that she now wanted to file claims on; however, she was unable to provide any details about which transactions they were.
  
  Ms. ***** also stated she needed 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 she submit documentation to have her information updated.
  
  Ms. ****** previous statements were also requested to be pulled for her so that she could review the activity and identify any unauthorized transactions, which was completed on 06/04/25 and she was advised via email notification how to obtain them online.
  
  A BM Technologies, Inc. Executive Response Specialist then attempted to contact Ms. ***** on 06/06/25 and again on 06/09/25 to assist her since we had not received the required documentation to be able to update her phone number; however, she did not answer our calls so the instructions for submitting the required documentation were sent to her again. Ms. ***** was then able to provide her documents, and her phone number was updated on 06/11/25.
  
  The Executive Response Specialist then called Ms. ***** again to offer assistance with logging in so that she may review her recent activity;however, she did not answer so a notification was sent advising her of the attempt to call her and requested that she call us back if additional assistance is needed. Ms. ***** then responded to our notification advising that nothing further was needed.
  
  We would suggest that Ms. ***** log into her account as soon as possible so that she may review her activity to determine if there are any unauthorized transactions. If there are, Ms. ***** may either file a claim online or contact our ********************* so that we may assist her with filing the claim.
  
  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:06/10/2025

  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 received a school refund via bank mobile and I have had nothing but trouble since. First, I couldnt get into the account to see my refund. Eventually, once I got that, I selected it to be sent to a checking account. They put me on an id hold and no amount of information was good enough for them. They then closed my account so even after the id hold, I couldnt get my refund. Finally, I never received the supposed check that I was supposed to get for my account closing. So I still havent got my refund. Their customer service is TERRIBLE and nearly impossible to get on the phone. They dont help at all and leave you more confused than you were before. I called and they waited for it to become 11 (their closing time) to tell me they couldnt help me until tomorrow. Terrible, I regret ever opening an account for my refund here.

  Business Response

  Date: 06/06/2025

  Dear ******* *****,
  
  We are in receipt of Khiana ******* complaint received on 06/03/25 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. Depending on the school, students receive a welcome packet in the mail, or a personal code sent to their email address that provides instructions on how to create a BM Technologies, Inc. profile. Once a profile is created students can select a refund preference based on the options available to them.
  
  If a student selects Deposit to a BankMobile Checking Account as their refund preference, BM Technologies, Inc. is required to verify the identity of the accountholder upon the request to open an account. The Customer Identification Program (CIP) is an identification verification process. According to the USA PATRIOT Act, federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders. We comply with these requirements by asking customers who request to open an account with us to submit legible copies of their identification documents. While under CIP verification, an identification hold is placed on the account and access to funds is restricted. Once the customer has been verified, the hold is removed from the account. Requested accounts will automatically be closed after 30 days if verification cannot be successfully completed through the documentary process.
  
  A review of Ms. ******* records and calls has determined that BM Technologies, Inc. received a refund from ***************** for her on 02/18/25 while her refund preference was undefined. When a refund is received from the school, if the customers preference is undefined, email notifications are sent to the email address on file as provided by the school reminding them to activate their profile so that the refund may be disbursed, and after 20 days a check is automatically mailed to the address on file if the preference remains undefined. Since her preference was still undefined, Ms. ******* refund was then mailed to her as a paper check to the address on file on 03/07/25.
  
  Ms. ****** then activated her profile on 04/03/25 and selected Deposit to a BankMobile Checking Account as her refund preference where an identification hold was placed on her account and she was advised of the identification documents required to proceed with opening it. Ms. ****** then chose to have the check that was previously mailed to her canceled and the funds were deposited into her BankMobile account. Ms. ****** then uploaded her Government Issued Photo ID which was reviewed that same day and Ms. ****** was advised that we were unable to proceed with verification because the address on her profile was not a physical (residential/home) address.Customers must have a physical residential address to open a BankMobile account. The notification also advised Ms. ****** to update the primary address on her profile so that it reflects her physical residential address and to submit proof of physical address once it was updated.
  
  Ms. ****** then submitted additional documents on 04/15/25, which were not requested, and she was again advised to update the primary address on her profile and submit proof of physical address. Since her verification had not been completed, Ms. ******* BankMobile account was then closed on 05/04/25 and the funds in her account at the time of closure were mailed as a paper check to the address on file.
  
  Ms. ****** then requested to open a new BankMobile Checking Account on 05/14/25 where she was again advised of the identification documents required to proceed with opening the account and she uploaded her ID again after which she was once again advised to update the primary address on her profile so that it reflects her physical residential address and to submit proof of physical address once it was updated.
  
  This notification was also sent to Ms. ****** on 05/19/25, 05/20/25 and 05/21/25 each time she submitted additional documents without first updating her address on file. Ms. ****** then called into the BM Technologies***** *********** where she was assisted with updating her profile address and she was advised of the acceptable documents to submit for proof of address. Ms. ****** then uploaded an additional document which was reviewed on 05/22/25 where she was advised that it was not an acceptable document and she was again provided with the list of acceptable documents for proof of address. Ms. ****** then submitted her proof of physical address document, which was reviewed, and the identification hold was removed from her account on 06/02/25.
  
  Ms. ****** then wrote in to BM Technologies, Inc. ************* and stated that she never received the check that was mailed to her when her previous account was closed so her issue was further escalated. A BM Technologies, Inc. Executive Response Specialist then contacted Ms. ****** on 06/04/25 and she was advised that she would need to complete an indemnity form so that we could cancel the account closure check and have the funds deposited into her new BankMobile account. Ms. ****** then submitted her indemnity form after which the check was canceled and the funds were deposited into her BankMobile account on 06/05/25.
  
  Ms. *****, if we can assist in any way, please do not hesitate to contact us.
  
  
  Sincerely,
  
  BM Technologies, Inc.
  ************* Leadership