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:01/12/2024

  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.

  My card was charged for the same thing twice

  Business Response

  Date: 01/12/2024

  This user initiated cash advance worth $58.00. The system detected balance below the said amount and took a partial amount. That is why. Our system will attempt again to pull out funds until the repayment is completed.

• Initial Complaint

  Date:11/27/2023

  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 initiated a transfer of $33 to my checking account which has been linked to the Gerald app for many months. The transfer was initiated on Tuesday the 21st. Normally I get the money in my account on the morning of the next business day. This time the transfer is stuck at initiation and theres been no update since then. Its now Sunday the 26th and Im now being told its my banks fault. Nobody has been able to help and chat is not available. Ive tried to send screenshots with the problem description at least 7 times and no resolution. Meanwhile they will start trying to charge my account for repayment tomorrow! I paid the $9.99 monthly fee. They are the worst

  Business Response

  Date: 11/27/2023

  The user initiated the transfer via ACH which takes 3-5 business days or longer to complete as to what we always tell them. Weekends do not count. The money should reflect this week. We apologize for the delay caused.

• Initial Complaint

  Date:09/18/2023

  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.

  The past 2 months the app has been giving me issues. I got a new debt card. I added to to the app and it accepted it. My bank account is still the same and connected to the app. The app says I have a little over $77 to transfer into my bank account to use and repay at a later date. Ive paid the $9.99 membership that allows me access to that instant cash advance. I have not been able to get any cash advances lately. I owe Gerald nothing. And I have reached out by email and live chat multiple times and asked what is the issue and they have given me the run around and at the end of the day, no resolution has been met. So, I asked for a refund of the $9.99 for the membership fee since I cannot use the app. And they have not given it to me. I also, asked for my bank account and debt card to be removed from the app and they will not do it. *** asked for my account to be deleted and again, no one has done anything. I have tried to delete it all myself, and repeatedly, I get an error code. I need my issues to be address because now I feel this company is scamming me. Ive paid $130 in membership fees with constant issues. I want a refund for my last fee paid, yesterday. Ive had many live chats opened on my app and now I go to try and take a screenshot to send and the live chat option has been removed. This company is terrible and has the worse customer service. They just take your money with no service in return.

  Business Response

  Date: 10/02/2023

  Card verification error happens when the user linked a bank card that is not associated with their bank account linked to our app. We have refunded this user of her membership fee for September 2023.

• Initial Complaint

  Date:08/16/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 8/1/2023 I requested an advance - when I accepted the terms of the advance the repayment date was 8/18/2023. Now - fast forward to today, 8/15/2023 and Gerald withdrew the repayment early, not only causing my bank to overdraft, but me to be charged a fee by my bank of $37 for the overdraft fee. I contacted Gerald first thing this morning and have yet to have a response to this very timely, sensitive issue. Because of Geralds incompetence and unethical behavior when collecting the repayment early, I am overdrafted nearly $115 and am unable to buy groceries for myself and children until I am paid Friday, when the repayment was SUPPOSED to have come out. If they wouldve waited as AGREED UPON - this wouldnt be an issue.

  Customer Answer

  Date: 09/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gerald Wallet regarding complaint ID ********.
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:08/11/2023

  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 signed up after leaving my wallet behind with family and needed emergency gas money. They sure as heck took a $9.99 subscription fee and then another almost $5 for quick access. They used my bank card to take that money but will not verify it so that I can use that money. It has been 4 days now and I can not get a single human to help me. They are predatory and fraudulent. They false advertise and need to be removed from apple App Store and ****** play app. I WANT MY MONEY BACK NOW. SHAME ON YOU FOR STEALING FROM OTHERS

  Business Response

  Date: 09/06/2023

  The user was able to use the instant transfer already. The issue was fixed.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gerald Wallet charged $9.99 to my card and their service isn't even available to use. I want to delete my account but it says it will take 30 days to delete my account. They will not let me remove my bank account or card information. Please help as I feel I'm being ignored. I'm not interested in waiting 30 days.

  Business Response

  Date: 08/30/2023

  Good day,

   

  Upon internal review, we noticed that the user was able to initiate a bank transfer worth $53.70 to her bank "Community ****************** of *******". Hence, we aren't able to refund the $9.99 membership fee.

  Customer Answer

  Date: 09/01/2023

  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

  Date:08/07/2023

  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.

  They offered money to help me pay my bills but I kept getting an alert saying my debit card DOES NOT match my back acct or is not attached to my bank acct WHICH IT IS!!!! I have NO other debit card!!! I emailed them & talked to them directly through there AP with no one answering e back!!!!

  Business Response

  Date: 09/23/2025

  Hello,
  
  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.

  Were very sorry for the frustration youve experienced. Please note that debit card verification is an important step before you can use or transfer your cash advance. This process ensures that the card connected is valid and associated with your enrolled bank, helping us avoid any issues with future transactions.

  We also sincerely apologize for the lack of timely support in addressing your concern. We recognize the importance of responsive assistance and are actively working to improve our support process to ensure all users receive the help they need.

  If you are still experiencing ongoing issues, please dont hesitate to contact us directly so we can help resolve this for you.

• Initial Complaint

  Date:08/07/2023

  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 downloaded the gerald app and paid the subscription fee of **** that was taken immediately for services I can't use because the app won't verify my debit card( the same debit card they took the subscription fee from). I've tried contacting support and with no response. I want this resolved or I want a refund.

  Business Response

  Date: 09/23/2025

  Hello,
  
  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.

  We understand your concern regarding the subscription and debit card verification process.

  Please note that debit card verification is an important step before you can use or transfer your cash advance. This ensures the card connected is valid and associated with your enrolled bank, helping prevent issues with future transactions.

  After reviewing your account, we see that for the $9.99 membership fee paid in August 2023, you were able to take advantage of the service by transferring two cash advances in the same month.

  Because the membership was used, were unable to issue a refund for that fee. However, if you are still experiencing issues with card verification, please contact our support team so we can help resolve this for you.

• Initial Complaint

  Date:08/02/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 took a cash advance on July 20th. The agreed upon repayment date for this advance was August 2nd. ****** attempted to take repayment more multiple times before the agreed upon repayment date. 2 of these went through successfully, forcing me to take another advance with more fees because I was not expecting ****** to withdrawal from my account prior to the agreed upon repayment date. This seems like a fraudulent way to sneak money from customer's accounts without them knowing, but i paid close attention to my bank account and caught these actions. I have multiple screenshots and emails from ****** support to back up my claims. All I requested was a refund for the subscription fee for July, and refund all fees I was charged after July 20th due to all the issues and fraudulent attempts to hit my bank account, which I believe is a reasonable request. However support just keeps asking me to send the same screen shots I have already provided them with repeatedly, and keep going around in circles instead of addressing the fact that they lie and take repayment before the agreed upon date which is clearly stated in the app.

  Business Response

  Date: 08/03/2023

  Hi there,
  
  We have responded to the user directly from our support team which we explained that user initiated a transfer on 7/28 for their approved Cash Advance which was paid on 7/30, after which the user got approved for a new Cash Advance in which user initiated the transfer again on 7/30 and that amount is currently outstanding or unsettled.

  Customer Answer

  Date: 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:

  [Your Answer Here]

   

   The request for an advance was on 7/20 with an agreed upon repayment date of 8/2. ****** took it upon themselves to take payment several days early, which resulted in another unwanted advance having to be taken on the 28th, which also showed the same agreed upon date of 8/2, but this action of taking the initial advance early without notice, on top of sending another advance with another fees, was fraudulent. 

  There should have been 1 advance on the 20th, with 1 repayment on 8/2. This is clearly not what happened. ****** Support is deceptively saying that this is only in regards to the advance on the 28th. Bottom line, there should have no activity from ****** with my bank account at all between 7/21 (after receiving the initial advance due 8/2) and the repayment of 1 advance and 1 fee taken on 8/2. Everything I submitted shows that ****** withdrew the advance I took on 7/20 several times prior to 8/2. This is a deceptive way to obtain more fees from users, and they are able to be sneaky about it by submitting another advance and saying the user is the one in the wrong. It is completely deceptive behavior. I have used several advance apps, and not one has ever taken advances earlier than agreed upon and then proceeded to send another advance to get extra fees out of it and blame it on "new enhancements" to the system. If I had not been vigiliant with checking my account, I would not have noticed the extra fees that ****** got out of this whole situation. They should at minimum refund the extra fees I incurred unnecessarily between July 20th and August 2nd. Between that time, there was only 1 authorized advance and 1 authorized fee take on July 20th and due on august 2nd. ****** just snuck in an extra advance and fees between that time, but putting the same due date on 2nd advance to help them appear like the good guys to developers and BBB. 

   

   

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

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

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent multiple attempts to get my automatic withdrawals revoked as they state they cannot provide an extension to my account. I cannot pay right now so I want to revoke authorization so they cannot take money from me as I do not have it. In their terms which I clearly gave them enough time, states that I needed to give them 3 business days which I did multiple time in order to revoke authorization, they keep saying my bank needs to do this. My bank wants to charge me $35 which I do not have.

  Business Response

  Date: 08/03/2023

  We have responded to the user already that the account has been deleted and ACH revocation has been completed. 
  Thank you.

  Customer Answer

  Date: 08/03/2023

  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,
  
  ***************************