Complaintsforgohenry Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GoHenry randomly closed an account without the required notification but allowed transactions (transfers) to go through. They would not give me a reason as to why or when this closure occurred when I reached out. They said it will take 8-10 "working" days for a refund to go back but I don't even know when the account was closed so how I am to calculate when the funds should go back?? I also originally paid to have money go into my Parent Account and it never went in but the withdrew the money from my attached banking account. This company is doing beyond shady things, they are violating consumers rights and I wish I would have read the reviews here before opening accounts for my kids. Now my son is out his birthday money that was sent for his 13th birthday. Thanks GoHenry for leaving a lasting (horrible) impression on my children and myself!

  Business response

  03/26/2024

  Hi ********, 

  I am sorry to hear of the inconvince caused. As confirmed we have made the decision to withdraw service as outlined in our T's and C's. Any funds on the account have been returned to the card linked to the account and will be visable to you with in 2-3 working days. I will follow up with you personally  to confirm recepit of these funds in the next couple of days.  

  Thanks, 

  ***********;

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gohenry canceled my account and now I can't log into the account. I wanted to move the money in my child's account to his new account with a different REAL financial institution so I asked about how to go about doing that and they took it upon themselves to cancel my account with my child's money still left in it. I also had some money left in the parent account. When I tried to reach out them I got the run around and was unable to speak to a real person I sent an email and have yet to get a response. My son had $133 and some change in his account and I had $3 in mine. We are going on a cruise and I need my son to be able to have his money before we go.

  Business response

  03/21/2024

   

  Hi *********,

  Thank you for taking the time to speak with me over the phone today regarding the recent delay you have experienced in receiving the remaining funds from your GoHenry account. Please know that this is not the level of service we strive to provide, and we deeply regret any inconvenience this may have caused you.

  I am pleased to hear that you have received the remaining funds from your account and thank you for allowing me the opportunity to explain what happened. As discussed over the phone, your feedback regarding our processes is valuable, rest assured, we are taking proactive measures to address these issues to prevent similar issues from occurring in the future.

  If you have any further questions, please do not hesitate to contact us.

  Thanks

  *******

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a new card to be sent,as my sons chip was working only some of the time. I got a confirmation in writing sent to my phone that completion of this would NOT 1) stop access to current card 2)change pin,and that a new card would arrive in 10 days with specific delivery date. My son went to use his card today,it was blocked by the company. After incredible attempts to get a customer service PERSON,I was informed while yes they told me it would not be blocked or changed it was. This left my son 2 cities away with no debit card or access to funds to get home. Additionally, he had a direct deposit from a new job. We were told that due to the mistake of the system on blocking the card,he also would not have access to his wages during this 10 day period,nor the money that existed on the card,and nothing further could be done. Not only after explicitly staying in writing they would not block the card,they did. Then they are set to hold wages for the duration. An immediate solution such as getting a card overnight etc was not offered,so we had to cancel the entire account so they can in 5 days release my sons wages back to his employer, so then we can begin the process of getting him repaid. This is the worst customer experience, and especially since its one that concerns our children and their safety. I cannot have a card company cut my child's card off for a mistake and completely refuse to do anything that would rectify it. I'm filing a complaint in hopes to prevent someone else's child being on the other end of this experience. You cannot know what it's like to have done everything to ensure their safety to have those set *** fail you in time of need,then refuse to do anything to help. I will never use this business again.

  Business response

  02/10/2024

  Hi *****, 

  Your case has been passed over to our Team Managers for review, the open complaint you currently have with us will transfer to them and they wil be in touch shortly.

  Thanks ***********;

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The issues still remain,and promised contact via email follow up for return of wages has not been had on Monday as promised. I have no resolve on any issue at this time,only promise of contact in writing that has lapsed without said contact. Thank you

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/17/2024

  Hi *****, 

  Apologies fo rthe delay, 

  As discussed via the phone and obtaining your ACH details, we actioned this refund for you 16/02/24. It wil be with you in the next 5 days. Of course I will leave your case open until we have confirmation recepit of the funds. As agreed I will call you on Friday 23rd of Feb to make sure that this has come full circle. 

   

  Thanks, 

   

  ***********;

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   While it is true, it took over 2+ weeks to return my sons wages to him,it has been completed. On the issue of why I filed the BBB,I do not feel resolved. My resolution to how this action will be prevented from happening to another child was never answered. I was told that since I canceled due to this debacle, Im not due to explination, or follow up IF tech will rectify parents being sent written notices their child's card and use are safe,when they have deactivated the card. The customer service was generic at best,lacked kindness for our experience, lacked accountability entirely other than to return the money because they had to,and it took weeks. There will never be a resolve told to me on if they have fixed it,or if they intend to case by case run you through the same spiel when it happens again because they have no intention of fixing it. The business offered 20$ for Withholding 700+ for 2 weeks,I refused on the note I was there to ensure no other parent faced this. They refused me that resolve.This is not a business I recommend. Due to the businesses response we have canceled additional cards for grands and nieces out of concern for safety. I have no further issue and you may close this case. Please close it as no resolve had,with a warning to parents no verified fix on issue brought to BBB. Thank you,

  Best regards,

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never submitted an application for this card but received it in the mail. I started an application thinking about getting for my son and changed my mind without submitting the application but this company took the information it had and issued a card to my son without authorization. Then when I tried to call the company directly to cancel I was given the run around about winning some $100 gift card while they kept ignoring my request to cancel this go ***************. When I told ******* I would not pay the $5 they were requesting to mail me a gift card I won they hung up on me instead of helping me get this debit card canceled. I want the card issued in my sons name canceled immediately and to be provided a cancellation confirmation.Im very alarmed by all the red flags of this being a scam trying to take advantage of minors and obtain peoples financial information. This company has scam written all over it, protect your childs information and do not fill anything out on their website.

  Business response

  01/05/2024

  Hi *******, 

  I am sorry to hear this! I have attempted to contact you on the phone to discuss. I sadly wasnt able to reach you, I have sent a follow up email for your reference. As advised, Once a customers goes through all the stages of sign up online, the childs debit card will auto generate and despatch to the address registered. I am most concerned about your comments regarding the giftcard, we do not deal in gift cards here at GoHenry, we are a paperless company. Aside from the debit cards/carriers we wouldnt send anything else out to our members addresses'. I looked into the sytstem to see if we could locate a call from your number and I couldnt find any calls, In this case I can only asssume the conversation regarding giftcards wasnt with a member of our team. I have however managed to locate an email from your registered email adress sent to us yesterday I can confirm I have actioned your request. If you have any futher questions please do reach out in reponse to the email I sent you today. 

  Thanks, 

  ****** ** **** *******

   

  Customer response

  01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am still being contacted by GoHenry to activate the card mailed to me so it must not have been cancelled as requested. As well as an email that stated as an incentive to activate card I could get a gift card so I stand by my original statement of credibility concerns about this company.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/20/2024

  Hi *******, 

  I hope you are well. 

  Our activation emails are auto genrated, it is possible that this was sent out prior to the cancellation of the accounnt in question. I have sent you an email from our *************** email address which is ************************************ can I ask you to kindly provide me with the infomation requested therein? Regarding the gift card email, as mentioned previously, we do not advertise Gift cards, so I suspect this email has not come from us. In the email I have sent you, I have requested screenshot of this email and/or the email address this information was sent from. Can I ask you to kindly provide this via the email  I have sent you today. 

  Thanks, 

  ****** Team Manager

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company provides debit cards for kids. My son had $180.00 (pretty much all money he had earned) in fraudulent charges on his card and you could see from the history that these companies charged a $1.00 first and then hit his card for almost $60.00 on 3 separate times. I contacted GoHenry and filled out all the paperwork they sent me along with copies of all the charges and information about these fraudulent companies and I am still waiting for our refund for the money that was taken from his card. I filed our complaint with GoHenry at the end of May 2023 and now it's going on August and still nothing. When we call we just get the run around. I think this company is a fraud itself. All this is teaching my child is that someone can steal your money and this company wont do anything about it. We want this matter taken care of before we have to take this issue further. We did everything on our part, not it's time that GoHenry does their part and return my son's money to him. This is not right and other people have experienced the exact same thing.

  Business response

  08/02/2023

  Hi *****,

  Thank you for passing this over to us.
  
  
  I have investigated this and here are my findings:
  
  
  The member called us in May to raise 8 transaction disputes for unknown transactions.The disputes were raised on the 26th May 2023. I have chased our Operation Team, who deal with transaction disputes today for an update and 4 have been credited back to the child account and the remaining 3 are still being looked at by our payment processor as per our dispute process this can take upto 120 days.
  
  
  I have reached out to the member by calling them but got no answer, I left a voicemail and followed up with an email. In my email I have confirmed that we have credited 4 transactions back to the child's account, the member should be able to see this on the child's statement. The remaining 3 are still being looked at by our payment processor.
  
  
  In my email, I have asked the member for a convenient time so we can give them a call to discuss this complaint further and explain our transaction process in more detail and give them a timeframe that it can take up to 120 days for a dispute to be resolved. If the member has any questions then I would be happy to answer them straight away. 
  I will apoligise, since the contact  from our side since May has been few and far between and offer the member membership fees from May when they first raised the disputes.
  
  
  I intend to continue communication with ******************************* until I reach a resolution. Please let me know if there is anything further we can assist with. 

  Kind Regards

  *****************************

  Business response

  08/02/2023

  Hi *****,

  Thank you for passing this over to us.
  
  
  I have investigated this and here are my findings:
  
  
  The member called us in May to raise 8 transaction disputes for unknown transactions.The disputes were raised on the 26th May 2023. I have chased our Operation Team, who deal with transaction disputes today for an update and 4 have been credited back to the child account and the remaining 3 are still being looked at by our payment processor as per our dispute process this can take upto 120 days.
  
  
  I have reached out to the member by calling them but got no answer, I left a voicemail and followed up with an email. In my email I have confirmed that we have credited 4 transactions back to the child's account, the member should be able to see this on the child's statement. The remaining 3 are still being looked at by our payment processor.
  
  
  In my email, I have asked the member for a convenient time so we can give them a call to discuss this complaint further and explain our transaction process in more detail and give them a timeframe that it can take up to 120 days for a dispute to be resolved. If the member has any questions then I would be happy to answer them straight away. 
  I will apoligise, since the contact  from our side since May has been few and far between and offer the member membership fees from May when they first raised the disputes.
  
  
  I intend to continue communication with ******************************* until I reach a resolution. Please let me know if there is anything further we can assist with. 

  Kind Regards

  *****************************

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We have received only $5.00 as a refund out of the over $180.00 that was taken illegally from our son's GoHenry Card. It's quite puzzling how they managed to refund the five $1.00 amounts, but they seem unable to refund the remaining three transactions in the amount of  $59.99 each. Waiting for four months to get this money back is completely unacceptable. We followed all their instructions, canceled the card, got a new one issued, and diligently filled out the required paperwork with proof of the unauthorized charges. Despite all this, there has been no resolution.
  
  This situation is extremely frustrating, and we strongly believe this issue should have been resolved much quicker. What's even more concerning is that they can't guarantee this won't happen again, even with a new card issued and a different number.
  
  We urge GoHenry to prioritize resolving this matter promptly and ensure that our son's money is fully refunded without further delay or inconvenience. We have done everything asked of us, and it's only fair that the company takes responsibility for their system's security and delivers a satisfactory resolution.[Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/09/2023

   

  I have manged to get hold of the member and we have resolved this complaint from our end. The member now happy with the outcome. If you need any further information please let me know.

  Regards

  *******

  Senior Supervisor

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company provides debit cards for kids. My son had over $200 (pretty much all money he had earned) in fraudulent charges on his card and when I called to find out how to dispute them they won't help because he used the card via Apple Pay. Basically, my son is out all his money.

  Business response

  06/28/2023

  Hi team 

  Thank you for sending this through. 

  We raised the transactions on the cusotmers behalf and corrensonded with ******* directly to proved the infromation and set expecations with the timeline. 

  We have provided a screenshot in attached doc for clarity on the transactions and sent a copy to ******* as well

  Please see the copy of the email below 

  Hi ************;
  Apologies for the frustration with this experience you had when questioning transactions. This time we have not looked after you to the standards we try and hold ourselves to. 
  
  
  We have raised 4 transactions on your behalf. These ones are  Hpy*express Way Trad 1 (*******)
  
  
  Please see the below screenshot of the transactions 
  The total is 201.90
  
  (screenshot is not included here)
  
  These funds will be returned to the account whilst the transactions are being investigated.
  The investigation will take from 45 to 120 business days to complete. 
  
  Please reach out if you have any more questions or need support with anything 
  
  
  Thank you
  
  
  ************************;
  GoHenry ****** Services Manager 

   

   

   

   

  Customer response

  06/28/2023

  Better Business Bureau:

  What should I do if they do not follow thru?
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Child used GoHenry card for purchases. I recently found a number of charges that were unfamiliar. GoHenry's response was that third party vendor issued refunds and then charged back amounts later. I contacted third party vendor (************** and they have no knowledge of credits or chargebacks. I work for same employer, *********************.Child's account now has a negative balance and account is a mess. ********************** was not truthful about how adjustments were made and once this is cleared up, I will close account.

  Business response

  06/21/2023

  Hi Team 

  Thank you for sending this through. 

   

  Apologies for the confusion for ****** in the instance. I am sure a poor customer experience. 

  The charges totalling $65.83 were deducted offline (thuis is why the account was able to go into negative balance. Normally this is not possibel with normal online/POS transactions) 

  Our payment processor was reconciling historical transactions that were incorrectly credited back to the customers account. These normally would have been credited to the merchant as per normal process.

  I have attached a copy of the transactions and the credits applied to the account in error. 

   

  I have since applied a credit $65.83  to the account and cancelled the service as per the customer request. 

   

  The will be a refund of $32.36 to ******

  This will be applied to the cared attached to the account. 

   You will receive your refund within **** working days.
   Your account has been locked so we can finalise the cancellation.
   If you change your mind, great! We can reopen your account instantly within the next 3 days!

  Customer response

  06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son's Go *************** has a negative balance as the result of an error made by ***************** third party processor. At no time was I notified of these refunds and as a result my 11 year old son made purchases. Now the company wants me to pay the negative balance. There is a complete lack of communication, poor customer service, and complete refusal make a mistake right is the worst I've seen from a company. They truly believe in NOT OUR PROBLEM. Below is the explanation that was give during a chat on 05/13/2023. "Between April 12th 2023 and May 10th 2023, as a result of an issue at our third-party payment processor, one or more successful purchases performed on your childs GoHenry card were refunded a number of days later when they should not have been.We are taking action to apply an adjustment to their account for any affected transaction that was refunded in error. As a result, you may see one or more debits for any affected transaction in order to correct the account balance - these will be identified in your GoHenry statement as Correction - *****.I explained that I nor my son were at fault for their third party processors error and did not plan to pay for someone else's mistake. The customer service reps ******** was "I do understand *********, **************** aware of the error our payment provider had made, we got in touch with them to resolve this. We will not be covering the negative balances I'm afraid, so the account will be remained open until this is covered."

  Business response

  05/24/2023

  Thank you team for sedning this through 

   

  We are sorry for any confusion experienced by **************;

  This stems from our payment processor relaesing teh funds back to the merchant incorrectly 

  We the to support the merchant ran corrections to claim the dfunds as per normal payment process.

  This however was not itenmised to the 

  Please see the attached email 

  This acknowledges your experience and we have applied a refund of the corrections made

  Thank you 

   

   

   

   

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mistakenly transferred $300+ from my parent account to my child's account. She didn't need the full amount, but rather only $73 approximately. She needed the remainder in cash. So I attempted to move it back to my parent account THEN back to my source account (***** Fargo). They haven't done this. They insist that they have but WF confirms that they haven't. This has been going on since April 28. My daughter needs her money for a service animal. It should be noted that they have made multiple errors on her account in the past but they have always been resolved (in GoHenry's favor.) They owe me $300 and will not return it. I'm filing an FDIC complaint as well but that's proven to be difficult. I'm a single widowed, working mother and this institution has literally stolen from me and my child.

  Business response

  05/23/2023

  Hi team 

  Thank you for sending this through. 

  We apologise for any fruatration taht was caused 

  Please the attached copy of the payment to Layale on the 28th April 

  Thank you 

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter has a GoHenry card. It has never had an issue. I have called 4 times been on hold for hours and today after holding for over an hour. I get a recording saying they are closed for Christmas...in May. I have sent multiple emails to get no reply. The online chat has you holding for over an hour to say Noone is available ro chat....My daughter has been rebilled for things she purchased and paid for...some back in early March. She has almost $300 in her saving. Please help me solve this problem. It's ridiculous.

  Business response

  05/17/2023

  Hi team 
  Thank you for sending this through 
  We do aplogise for any confusion on the account and the impact felt by ***** and *************;
  I have gone through the statement and reconciled the transactions to match the amount corrected item by item
  The first transaction is for the debit, that after a period due to the error in our payment processor, the charge is refunded. ************* then charge the account to correct the balance. 
  As the goods or services havve been provided we are chasing the funds for payment
  I have attached a document that has a copy of the letter to customers and the reconciliation of the tansactions 
  Aplogoes for the confusion and frusutarttion experienced 
  
  Thank you 
  
  ***** ******** 
  Go ***** ****** Services Manager 
  

*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. ↩