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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: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.
    My direct deposit was sent to Gerald Wallet on 12/2/22 and it is not yet available in my account. I want my money immediately and I want compensation for the theft of the money. I have automatic payments being returned. My rent is now late which I incur an $80 late payment fee. Please help me as soon as possible. My direct deposit is from SSA and I have no other money on which to eat and live.

    Business Response

    Date: 12/19/2022

    Hi ***,

    Thank you for your complaints. If not mistaken, we have received your issue directly from our Customer Success Team and we also have initiated the transfer of the Direct Deposit funds to your account last December 16, 2022. 

    This issue has been resolved in our end. We appreciate it if you could update this complaint and revert it. Thank you!

  • Initial Complaint

    Date:11/21/2022

    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.
    The Gerald app stated I was approved for an overdraft advance of $41.26, but in order to get the advance I had to pay $9.99 for their advanced membership fee. I paid the fee, attempted to get my advance, and their app errors out saying something went wrong, while simultaneously saying my advance is ready. When I attempt to get my advance it says 0 available. I immediately messaged their customer support who said they have to send it to a "relevant engineering" team and refused to give me any sort of time frame for the fix. I requested for the fee to be refunded and my membership rescinded on the grounds that the services that are supposed to be provided by the fee I paid are not being rendered, and customer service refused to refund me. I don't want to use their service as they don't provide what is advertised.

    Business Response

    Date: 12/22/2022

    Hi there,

    The customer has been contacted and the membership refund has been processed for the customer last yesterday which then will reflect to customer's account in the next few business days.

    Thank you.

  • Initial Complaint

    Date:11/21/2022

    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.
    November 20th 2022 I checked my email to see I was approved for a $43 overdraft through Gerald and it made me enter my card information and subscribe before I could get it as you can see in the picture it shows I was approved well I paid $9.99 and all of a sudden was no longer able to access the overdraft even though I was already approved and I just need my money back for the services as Im not even able to receive what I paid for.

    Business Response

    Date: 12/22/2022

    Hi there,

    We have directly contacted the consumer 3 days ago and still awaiting for a response. Once we received a response, we'll assist further the user's complaint. 

    Thank you.

  • Initial Complaint

    Date:11/07/2022

    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 was using the app for a while and deactivated my account it's been over 30 days and they still refuse to reactivate my account I've sent emails they still wont give me a reason why i cant reactivate my account only that they cant help me and i dont appreciate it..wth is the big deal to just reactivate my account it's not like I owe them anything

    Customer Answer

    Date: 12/01/2022

    Better Business Bureau:

    At this time, I have not been contacted by Gerald Wallet regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 12/22/2022

    Hi there,

    I'm sorry for the delay. We have checked your account and unfortunately, you previously raised a request for your account to be deleted last September 19, 2022. This resulted for your account to be deleted and deactivated. 

    At the moment, the option to reactivate or reapply any deleted account is not yet available. This is a feature that we're still working on and we continuously improve our Gerald App. 

    Thank you for your understanding.

  • Initial Complaint

    Date:10/31/2022

    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.
    Multiple dates of transactions, this company forces consumers to get a subscription, then they will not let you cancel a subscription, they only put it on pause for a month, and then they still charge you. They say you borrow money that you haven't borrowed, and then if you pay them off, they take your money but never post it to the account to show you have paid them off, then they keep trying to charge your bank account to recover money they never gave you. They have no phone number to call them they only use chat in an app that you can never access, or via email, and then they threaten to block your emails if you tell them that your going to turn them in for fraudulent business practices or for stealing money from you. They need to be closed down, although they will pop up as a different company or they are one of many, so if one gets closed these scammers will just switch to another company and continue to do what they do.

    Business Response

    Date: 01/23/2023

    Hi there,

    We already contacted the user and explained what happened. 
    On April 20, 2022, user signed up and created an account for Overdraft Protection and was approved for it. In order to use the approved amount, the user needs to be on premium plan which she agreed on and signed the consent page. After user has paid the membership fee since April 2022, she started using the approved amount last May 21, 2022 and initiated Overdraft to Cash for the amount $60 when user transferred the approved amount to their third-party bank. 

    User failed to fully pay the used Overdraft Protection resulting to user not able to raise a deletion yet. However, the user was able to pause the membership and last membership payment taken was on October 2022, after that, no membership payment was made.

    User only paid a total of $35 for the $60 Overdraft Protection they used last May 21, 2022. The repayment was taken on August 7, 2022 for the amount $25 and $10. User still has $25 unpaid Overdraft Protection that needs to be settled in order to fully delete the account. But as a courtesy, we went ahead and deleted user's account.

    Thank you.

  • Initial Complaint

    Date:10/19/2022

    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.
    On 10/17/2022, my access to the overdraft protection feature was revoked. I was "waitlisted" for access to the feature, even though I had already used it twice. The overdraft protection feature is part of the suite of features given to users who subscribe to the premium service for $9.99 per month.On that same date, at 10:47 P.M. **, I received a notification from Gerald saying I would not be charged the monthly premium fee (screenshot attached). However, on the morning of 10/18/2022, I was charged $9.99 for the monthly premium (screenshot attached). I contacted Gerald support. They stated the charge was for premium membership from 9/17 - 10/17. However, I already paid $9.99 for membership on 9/17 9 (included on the screenshot). Gerald refused to refund the $9.99 that was charged on 10/18, even though they stated it was for a billing period for which I already paid, I had received a notification saying I would not be charged, and I was unable to access the overdraft protection service that customers are supposed to receive when subscribed to the premium service.

    Business Response

    Date: 12/19/2022

    Hi there,

    The user has contacted us directly and we have processed a refund for their membership last October 2022. 

    We would greatly appreciate for this issue to be resolved or reverted.

    Thank you.

Gerald Wallet is NOT a BBB Accredited Business.

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