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:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/9/25 4:26pm EST I download the Gerald app to apply for an advance. At 4:26pm I ws approved after my personal checking account was linked for $66.93, it was said I had to spend a minimum of $36.08 in their in-app Cornerstore to transfer the cash advance to my checking account. I still had to wait minimum 4 business days for my debit card to be fully verified to transfer the cash amount. On 2/16/25 I made a purchase in the Cornerstore totaling $36.08, therefore having $22.12 of the cash advance to transfer to my checking. There were multiple issues on having my debit card getting fully verified. I had to keep reconnecting my debit card, making the 4 days process tart jver again, an additional 2 more times. On 2/21/25 I was notified that my debit card was finally fully verified. I had to wait until 2/24/25 to make the cash transfer due to my bank being in the middle of a financial institution update. The morning of 2/24/25 I open the Gerald app and it says I have to reconnect my checking account again. I tried multiple times, sent screenshot ls through chat and emails showing it was not connecting. My debit card is still on file. **************** kept saying they would get back to me and never gave any updates. They finally started speaking after I told them I was making this report, and till they *** they will look into it and get back to me. I am highly upset because I shouldn't have to pay for the Cornerstore purchase when I can't get my cash advance which I have been needing for my medication. I feel like I'm being scammed.

  Business Response

  Date: 03/05/2025

  We appreciate the opportunity to address this concern. We take all complaints seriously and ensure they are thoroughly investigated.
  
  The card verification process typically takes one business day but can extend up to four business days if there are issues. Unfortunately, there were difficulties capturing the pre-verification charge for this user, which delayed the process. Once resolved, the user then encountered an issue connecting her bank, which we have also been actively investigating.

  Due to these unusual issues, resolving the concern has taken longer than expected as we work to identify and address the issues. The card verification issue has now been resolved, while the bank connection issue is still ongoing. We have informed the user that we will provide updates as soon as there is progress.
  
  While our customer support team has been handling a high volume of inquiries which led to delays in responding to the user sometimes, we have assured the user that we are actively working on her issue and will notify her as soon as a resolution is reached. We remain committed to fully resolving this matter and appreciate her patience as we continue to work on it.

  Thank you.

  Customer Answer

  Date: 03/05/2025

  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:

  I spoke with my bank multiple times and it was nothing in their end. All these issues were and still are on Gerald's end. It has been just about a month since the advance request and I still cannot transfer the funds to my checking account. I want compete reimbursement from Gerald. They still have not resolved anything.

   

   

   

   

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

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

  Business Response

  Date: 03/26/2025

  We appreciate the feedback and understand the user's frustration. Our team has made multiple attempts to follow up with the user to see if she is still experiencing the issue, but we have not received a response. After reviewing her account, we can confirm that it is now successfully connected to a bank.

  Regarding her order, we regret to inform that we are unable to cancel fulfilled orders. As stated in our terms, which were agreed to at the time of purchase, orders are non-refundable and cannot be canceled once processed. The user has also made recent reachouts to us and we have assisted her promptly.

  If she is still facing any issues, we encourage her to reach out so we can assist further.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Febraury 16, 2025, I downloaded the Gerald Wallet app to get a short cash advance. I received notification that my bank account was linked successfully on the 16th. The app said, "You just received a $73.60 advance. To activiate your cash advance, simply spend a minimum amount of $39.68 on Cornerstore or ****************** This already was a bait and switch, because I did not realize I would have to use more than half of my "advance" to purchase goods or services that I did not require or want. However, I (stupidly) tolerated the annoyance and purchased two overpriced items for my dog for $43.90 in their internal store on February 17, 2025. I was already dissatisfied, but the most egregious component of their scheme is that over the next week I have been unable to "verify" my card to get the remaining (measly) cash advance. I tried to jump through their verification loops, but they kept coming back with circular requests or "errors." Additionally, I know there are not truly bank issues, because if I go to pay off the internal store purchase, I am able to use my bank and card information that they now have stored in their app.Two more points to make here. First, I still have not received the items I purchased for my dog. I do not know if those will ever arrive and I cannot speak to the quality or lack thereof at this time. Second, I reached out through multiple avenues to try and get support, and was asked for redundant information from the separate sources, and ultimately, I never received a resolution. In summary, this app is AT BEST a bait and switch, and much more likely, an outright scam. I encourage you to read the other reviews here on the BBB's page, and avoid the app entirely, unless you are prepared to pursue legal action.

  Business Response

  Date: 03/05/2025

  We appreciate the opportunity to address this concern. We take all complaints seriously and ensure they are thoroughly investigated.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding card verification, the process typically takes one business day but may take up to four business days if issues arise. In this users case, the card was successfully verified within four business days, and we informed the user of this update. However, we have since stopped receiving responses from them. We also see that the user was able to access and transfer their advance to their bank account.

  As for the concern about an undelivered order, we have not received any prior outreach regarding a missing order. Upon checking, the order status shows that it has been shipped and is currently in transit hence he has not yet receive it. Users receive an email notification with tracking details so they can monitor the delivery status of their order.
  
  We have reached out to the user to confirm if he need further assistance with their order and will continue to assist him until all concerns are fully resolved. If he has any additional questions, we encourage them to reach out to our support team for further assistance.

  Thank you.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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 applied for a cash advance. I got an email stating that I was approved for about $70.00. When clicking back into the app, I had to spend more than half of my approved advance to buy useless items in order to receive the remaining amount. I then go to complete my transfer, lo and behold, the free transfer or 1 business day transfers are unable to be clicked on. This company is absolutely a scam, and should no longer be in business. If you would like to be a business where people can purchase items then so be it. Do not falsely claim to do cash advances. I now have to repay on items I never even wanted!

  Business Response

  Date: 02/24/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on our service. We take complaints seriously and ensure they are thoroughly investigated to address any concerns.

  Our app combines a Buy Now, Pay Later and Cash Advance features. Users can use a portion of their advance to shop in our e-store and then receive the remaining amount as a fee-free Cash Advance transfer to their bank. With no upfront payments, no interest, no subscriptions, and no late fees as we aim to provide a simple way to save and get more value. These terms are fully disclosed during sign-up, onboarding, and in our FAQs. We understand that this structure may not be suitable for everyone, and users have the option to proceed or decline the offer.

  Regarding the users concern about transfer options, Instant Transfers are available only for select banks. If the users bank does not support this feature, the option will appear unavailable. However,  they may choose the Standard Transfer, which will be processed and available by the next business day after initiation

  The user also experienced an issue with card verification, which temporarily prevented the transfer and our team has since investigated and resolved this, and the user should now be able to complete the transaction.

  We remain committed to transparency and customer satisfaction and appreciate any additional feedback that can help improve our services.
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basically, this app promises you a cash advance like most of the apps do on ****** play and *****. However, once they get your financial informationand confirm your bank account with plaid, they then direct you to a different part of the app which makes you shop at this little corner they call it in. Lets say you got $60 which is what I was supposed to get. They told me I had to spend $31 at thecorner store to get my $60 advance. The only problem was instead of getting my advance. They took the $31 away from the 60, and then I couldnt get any of the advancedmoney. I was promised as a matter of fact I was charged three or four times. I was so appalled by this, especially when I saw other complaints on the Better Business Bureaus website, I contacted the cofounder. I was very upset. The only reason I needed the cash advance was my card broken down recently and I have threechildren and they were charging my card, not trying to help me out and theres not one phone number on their website. Theres not one person you talk to you who actually will help you. Its totally fraudulent. There are several parts during the process of this where youre not allowed to even unlink your bank account and by the way, the privacypolicies are scary. They track your movement. They track your login and credentials for your banking. They even monitor the speed of what you drive long short I still havent got the money they took for me even though they said that they have refunded it. Im still waiting on it and Im very angry about it because these people are making a lot of money in there nothing but hackers.

  Business Response

  Date: 02/06/2025

  Thank you for sharing your experience and please know that we understand your frustration. 

  We want to clarify how our app combines Buy Now, Pay Later and ************ services to ensure you and other users understand the process. Our app offers a new type of cash advance. It works by combining a Buy Now, Pay ************* with a ************. To access your advance, you need to make a minimum purchase within our e-store. This purchase unlocks the full cash advance amount, which is then transferred to your bank account. There are no upfront payments, interest, subscriptions, or late fees. The goal is to provide a simple way to access funds while also getting more value through variety of products in our store.

  In your example, the $60 advance requires a minimum spend to unlock the balance. Since you exceeded the threshold, only a small amount remains. Additionally, transfers are only possible after the added card is fully verified.

  We also see that you've contacted support, and we've canceled the transaction, cleared any repayment, and refunded the amount charged to your card. If there is anything else you'd like us to look into, please contact our support team- we're here to help.

  We sincerely apologize once again, and we are working to improve the in-app explanations to avoid similar confusion in the future.

• Initial Complaint

  Date:11/12/2024

  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.

  Received an advance for $83 and had to use about $50at their store. Bought a $25 **** gift card as my purchase. Gift card arrived, went to use it and would not work. Called gift card number and said it was not activated by the merchant. Contacted Gerald Wallet and they asked for proof. I told them I called the number on the gift card they sent me and it was not activated. My advance repayment is due this week and Gerald Wallet isnt working with me on a solution but will still expect the repayment for something that didnt work.

  Business Response

  Date: 11/12/2024

  We apologize for the inconvenience you've experienced with the gift card. We understand your concern and want to assure you that we will actively work on a solution. We have already rescheduled your repayment to allow additional time while we resolve this issue.
  
  We will also continue to communicate with you until this matter is fully resolved. If you have any additional details or questions in the meantime, feel free to let us know.

• Initial Complaint

  Date:10/28/2024

  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.

  this app refuses to take my bank off of their app they offered a 35$ advance to me but i had to spend 19$ in their store for Tiny wooden spoon that are useless i was never able to transfer the 15$ that was left to my account these people are disgusting people and should be punished criminally i called my bank and had them flagged so they cant charge me.. they have since tried to charge my bank twice to no avail but they still refuse to remove my information from their app. if my card was pending for the transfer then how were the able to charge my bank twice?? ****!

  Business Response

  Date: 10/29/2024

  Thank you for reaching out and sharing your concerns with us. Im truly sorry to hear about your experience with our app, and I want to assure you that we take these matters very seriously.
  
  Our app offers a unique cash advance service that requires part of the advance to be used in our e-store, helping users make essential purchases. We also provide fee-free bank transfers, unlike many competitors.
  
  Regarding the charges to your account, these are related to the repayment for the purchases made in our store. No further charges should occur beyond this. If you have noticed any discrepancies, please contact our support team immediately at ************************************** so we can investigate further. 
  

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a ***** advance if I shopped from their store. The catch was I needed to spend over 13 dollars to get my advance. However that would subtract from the advance. The cheapest thing they had equalled to 15 dollars and ********************************************************************************** on this. Now I owe ***** and never received the remaining 9.34 advance.

  Business Response

  Date: 10/18/2024

  Thank you for sharing your concern, *******. I understand your frustration regarding the advance process and the amount you owe.
  I'm sorry to hear you had difficulty accessing your advance and that you felt unsupported during the process.

  We sent you an email 2 days ago sharing an update about the correction on the repayment total. We have also added a store reward for the inconvenience this has caused.

  We look forward to hearing your response to the email we sent.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card is being partially verified. I believe this store is a Ponzi scheme. It has all the characteristics of a Ponzi scheme and I believe criminal charges should be filed. Im not able to withdraw any of my money and I am not able to disconnect my bank account from this app. This app is doing criminal behavior in the open.

  Business Response

  Date: 09/11/2024

  Hi there,

  
  We understand that you might have concerns about our service, and we are here to clarify things further.

  
  Our app provides a unique cash advance service that requires a portion of the advance to be used in our e-store before you can transfer the approved advance. Once the spending threshold in our e-store is met, you can proceed with transferring the remaining advance to your bank. This requirement is designed to help users make essential household purchases and ensure advances are used responsibly. We recognize that this model might differ from what you're accustomed to, but rest assured, you will not be charged for the approved cash advance unless you decide to use it.

  
  Additionally, we are pleased to offer both regular and instant bank transfers for cash advances with no fees, unlike many competitors who charge fees for similar services.

  
  For more detailed information about our service model and fee structure, please refer to our Terms of Service : *********************************************************

  
  If you have any further questions or need assistance, please reach out to our support team at *************************************** We are here to help and ensure you have a positive experience with our app.

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising 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 placed an order to get an advance, my order wasnt delivered and they took payment. No advance was ever given, you dont find out you have to spend money in their own store until AFTER you sign up for an advance also, which was concerning but I already initiated the advance so I had to go through with it. I tried to resolve the issue with their support team to no avail.

  Business Response

  Date: 08/02/2024

  Good day,

   

  We have confirmed that the item was lost in transit and we will process a refund.

  The user can reach out to our support team  for any communications moving forward.

• Initial Complaint

  Date:07/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It sent the money to my old bank account, that account is inactive, so therefore I didnt receive the money. I just want them to send the money to my account I use now.

  Business Response

  Date: 07/06/2024

  Good day,

  This case is out of our control.

  We always encourage our users to update their banking details if there are changes.