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Business Profile

Financial Technology

Gerald Wallet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Technology.

Complaints

Customer Complaints Summary

  • 107 total complaints in the last 3 years.
  • 64 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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 requested a refund and cancelation on cash advance as they charged me $9.99 for a membership to only give me $31 I wanted the instant transfer but its not instant it take 5-7 business days!! Im super frustrated because *** emailed and attempted to get ahold of an agent and NO RESPONSES!! I just wasnt EVERYTHING CANCELED AND REFUNDED BECAUSE THIS IS ABSOLUTELY HORRIBLE!!!!!!

  • Initial Complaint

    Date:07/13/2023

    Type:Order Issues
    Status:
    Resolved
    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 reached out to gerald to pay for a subscription. Upon messing in my very first message I stated I only pay the premium for instant transfer and if I don't have instant I don't see why I pay. ******* then replied back how to pay for it making me think the service offered(instant) was working again. So I paid the premium and guess what then and only after I paid does ******* tell me that instant isn't offered. So we get in a back and forth and I tell them it's false advertisement and they can't do that. They can't say the offer something knowing they don't offer it. But they refuse to refund that that fee.

    Business Response

    Date: 07/14/2023

    Hi, 

    We have responded to user yesterday, July 13, 2023 and have processed the membership fee as a once-off courtesy. We also sent to user directly the receipt for the refund we have processed for the membership.

    Thank you.

    Customer Answer

    Date: 07/14/2023

    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:05/22/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have deleted 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.

    Business Response

    Date: 05/22/2023

    Hi there, 

    We have responded to the user today and already processed the refund with the receipt. Also account deletion will be processed within ***** hours. 

    Thank you.

    Customer Answer

    Date: 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

    Date:05/09/2023

    Type:Billing Issues
    Status:
    Answered
    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 phone application asked me to link my debit card to the Gerald account in order to receive the cash advance. I tried 3 times and each time it charged my bank account $5.99. My debit card is valid but they never linked the card and I am our $17.97 that they charged me to try and link the card,

    Business Response

    Date: 05/09/2023

    Hi there,

    We have contacted the user directly and responded to her complaint directly from our channel. User was trying to use the instant transfer to use the approved Overdraft amount. However, the card where the $5.99 instant transfer fee be taken has insufficient funds. We also shared directly to the user a screenshot of the receipt directly from our vendor: Stripe showing that it has insufficient funds. 

    User was also referring to the other $5.99 instant transfer fee that are on hold, but these fees are uncaptured and will be returned back to their account within 1-2 business day/s since we are not able to process the instant transfer fee successfully because of insufficient funds.

    Customer Answer

    Date: 05/11/2023

    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]  they are lying   My account was not overdrawn  if it had been overdrawn they would not have been able to charge my account $5.99 3 separate times   However their erroneous charges caused my account to be drained and it is now overdrawn because they took almost $20 out and then a bill could not be paid and it ******** my account   They are doing nothing to resolve this   My bank said it could take up to 30 days to resolve this issue

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 05/18/2023

    Hi *******,

    We have sent to your email the 3 receipts of $5.99 charges that was canceled and refunded back to your account on May 16, 2023 for your reference. Please check your email directly. 

    Thank you.

  • Initial Complaint

    Date:05/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been reaching out to customer support trying to get them to delete my account. I keep getting the same automatic answer that it will be deleted within 30 days but it is now going on 6 months they have yet to delete my account.

    Customer Answer

    Date: 05/08/2023

    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:04/03/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Never had a problem with Gerald wallet until today its telling me to put in a debit card number never asked me that since I been using the app to get a cash advance my bank is connected to my account and my debit card but they still asking me to put my information in but every time I do it say my address do match I cant get in touch with nobody or talk to nobody

    Business Response

    Date: 04/11/2023

    Hi there, 

    We have reached out to the customer directly and confirmed that customer able to use the approved amount. They also have transferred the approved amount to their nominated bank. 
    Thank you.

  • Initial Complaint

    Date:04/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid Gerald Wallet $9.99 for a premium membership. The app does not work for the service they provide and is telling me that it is on their end. I reached out to support and they told me to disconnect and reconnect my bank account ( this is the second time doing this, same issue) and it does not work. Support tells me to do the same thing over and over again and I got to the point where I wanted a refund and my account to be deactivated. They are avoiding my request and telling me to keep deactivating and reactivating my bank account. They provide a service that doesnt work and Im not paying for something that doesnt work.

    Business Response

    Date: 04/11/2023

    Hi there, 
    We have reached out to the customer and can confirm that user have used the approved amount and transferred it to their nominated bank.

    Thank you.

    Customer Answer

    Date: 04/12/2023

    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]

     I asked for a refund to have my account closed and neither have been fulfilled 

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/14/2023

    Hi there,

    We checked and the reason why the membership refund you're asking for was not processed, it's because you have used the service and used the approved Overdraft Protection last April 5, 2023. I can see that you have already repaid this and in-fact you have been granted for a new Overdraft Protection as well.

    You can raise the delete request through your Gerald Wallet App on your My Account settings to proceed with account deletion. 
    Thank you.

  • Initial Complaint

    Date:03/13/2023

    Type:Product Issues
    Status:
    Answered
    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 for a membership for 10$ Since then I been trying to cancel account and get my refund but they wont let me Im super frustrated I cant even take my bank info off either

    Business Response

    Date: 03/22/2023

    Hi there,

    We already have contacted to the customer directly through his email at *********************. We have advised and confirmed that their account has been deleted and we also have refunded their membership fee of $9.99 last March 14, 2023 based on the refund receipt forwarded to him. 

    Thank you.

  • Initial Complaint

    Date:12/14/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 collected a subscription fee despite knowing they had an issue with customers using the service. They will not give a timeframe for the service working. The say they only give refunds if incorrectly charged. They are an absolute pain to deal with and give the customers the run around.

    Business Response

    Date: 12/20/2022

    Hi there,

    We have contacted directly the customer and has been refunded for their membership yesterday which should reflect to their account in the next few business days. 

    Please close/resolved the case and revert the complaint. 

    Thank you.

  • Initial Complaint

    Date:12/08/2022

    Type:Product Issues
    Status:
    Answered
    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 dec 2 I had a biweekly deposit of 292 into my account. It never posted to my Gerald wallet. Account they informed me they have a new bank and don't know when my money will be available. They never gave a warning and I have yet to receive my money. I have bills dues. They advertised as getting access to money quicker than regular deposit. I feel they are not caring or working towards my money. They reply with a generic email. I need my money badly

    Business Response

    Date: 12/19/2022

    Hi there,

    The customer has contacted us directly and was able to use the Direct Deposit on his account. The customer was able to transfer it to their active bank account. 

    We would appreciate if this issue complaint will be updated/reverted and be resolved. 

    Thank you.

Gerald Wallet is NOT a BBB Accredited Business.

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