Complaints
This profile includes complaints for Lili App Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 228 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/15/2023
Type:Customer Service IssuesStatus: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 Missing for awhile. I only use this account to transfer out, not actually using the card itself. I explained that to the service rep and apparently my card was used several times. I have a ton of fraudulent transactions going on due to the ************* breach and Im trying to figure out what has been stolen so I can do another police report, well instead of dealing with the problem Lili bank closes my account and denies my dispute a few days later. I have three direct deposits going into this account every month. They have no problem issuing me a new but wont do a proper investigation for my disputes.Business Response
Date: 06/27/2023
Dear ***************************:
We received a letter from the Better Business Bureau (BBB) dated June 15 2023, concerning a dispute that you filed on your Lili App account and the closure of your account. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you mentioned your debit card was missing and you noticed unauthorized transactions on it linked to the ************* breach. You stated that your account was closed and that your dispute was denied a few days later.
You may appeal the decision of your dispute by sending in any new documentation not previously used in your dispute. This means any additional documents or evidence that you did not submit while filing the initial dispute. Submitting an appeal does not guarantee a change in the original decision of the dispute.
After a review of your account, ********************** had made the difficult decision to close your account. While we cannot provide detailed information, please know an objective and detailed analysis of your account was performed to support the decision.
Please contact us if you need any additional assistance.
Regards,
Team LilCustomer Answer
Date: 06/28/2023
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:This company "made the difficult decision to close my account one minute before denying my unauthorized transactions"? There were approximately 25 unauthorized transactions on my account including 6 overpayments ranging between $10-20 on my lili account when I was only signed up for your "free" account. That was throughoutly analized? It only took 2-3 days to come up with the decision that there was "no error" on my unauthorized transactions of several different transactions including the service fees from your company which shouldn't have been charged in the first place because I signed up for your free account.
I was given less than 24 hours to have my 3 direct deposits transferred out of that account into another account so that I could get *********** on time, everyone knows that isn't sufficient enough time to have everything done especially with me working ***** hour shifts at my job. I also find it very difficult to understand as to why I couldn't log into my lili account after I received the email of your difficult decision to close my account. I still can't log into my account and I'm wondering why I didn't have a suitable time frame to go through my account before locking me out. Good thing I took several screenshots of my account beforehand because of this very reason. And due to the fact that I didn't have suitable time to transfer my direct deposits in a timely manner my direct deposits were delayed by two weeks which put me in a tough situation. I'm a single mother of two teenagers and I count on my money being on time so that I could pay my bills in a timely manner. This month I didn't get te luxury of doing that. Instead I now have several late fees which put me in a bad situation due to your lack of generosity in giving me ample time to take care of my affairs due to no fault of my own only because i brought to your attention that i had several unauthorized transactions. So I don't understand how I was treated so poorly.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 07/07/2023
Dear ***************************,
You may appeal the decision of your dispute by sending in any new documentation not previously used in your dispute. This means any additional documents or evidence that you did not submit while filing the initial dispute. Submitting an appeal does not guarantee a change in the original decision of the dispute. We understand that you may be looking for specific information regarding the closure of your Lili account. While we cannot provide detailed information, please know an objective and detailed analysis was performed to support the decision.
Initial Complaint
Date:06/07/2023
Type:Service or Repair IssuesStatus: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.
Lili closed my account without any **************** June *** Disability direct deposit for June 1st in the amount $909.00 has not yet been refunded back to the *** treasury. I spoke to 3 customer service reps & the 3rd rep I spoke with today 6/6/2023 advised me that they received the deposit on 5/25/23 and rejected it due to my account being closed. She said it takes 3 to 5 business days for the deposit to be sent back. As of today 6/6/23, my *** case manager stated that the treasury **** has not received my return deposit as of yet. This is my disability check. I was unable to pay my rent or utilities. This is my only form of money I receive. I really need my *** deposit. My lili card # was ******************* .Sincerely,***************************** cell **********Business Response
Date: 06/20/2023
Dear *****************************:
We have received a letter from the Better Business Bureau (BBB) on June 7, 2023 concerning the closure of your Lili account and an *** direct deposit that was supposed to be deposited into your account. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
Your account was closed on May 26, 2023 after a review of your account by our ********************** You called Lili customer support, inquiring about why your account was closed and what would happen to the *** deposit that was supposed to get deposited into your account.
You were informed by our customer support agent that the deposit would be returned to the originator and you can expect the originator to receive the deposit within 5 business days.
The deposit in the amount of $909.00 was returned to the originator, with a trace ID number of ***************.
You may use this trace ID number for *** to be able to locate the funds.
We hope this information helps *** to locate your funds.
Please let me know if you have any questions.
Best Regards,
Lili Compliance TeamInitial Complaint
Date:05/31/2023
Type:Service or Repair IssuesStatus: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 May 30th, 2023, my husband sent a MetaPay transfer through ******** messenger that deposited on to my Lili card. About 8 hours later, I withdrew the funds from the **** Immediately after withdrawing the funds, I received a notification via the app that my card was frozen due to suspicious activity and therr is no way to unlock it. I tried emailing support but haven't heard back, and am awaiting a response. I use this card for personal and business purposes (as outlined in their description of the use of the bank account itself), and have no idea why they would've frozen my card for a transaction of less than $1k.Business Response
Date: 06/20/2023
Dear ***************************:
We received a letter from the Better Business Bureau (BBB) dated May 31, 2023, concerning your Lili Debit card being restricted. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you explained your card was restricted on May 30, 223. Prior to this you stated your account was funded via MetaPay from your husband followed by an ATM cash withdrawal. A review of your account revealed the issue resulted from a technical error and your card should not have been frozen. This matter was escalated to a senior manager, who was able to resolve your issue and unrestricted your card.
As of June 13, 2023, your account was unfrozen. We sincerely apologize for any inconvenience. A $25.00 credit was applied to your account as a customer service gesture. We hope this letter addresses your concerns. Please let us know if you need further assistance.
Regards,
Team LiliInitial Complaint
Date:05/30/2023
Type:Billing IssuesStatus: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.
Description of complaint:I have an account with **********************. I relieved email saying that my account was sent to another phone number on May 24 and I did not authorized. I was told in the text that was sent to me that I was to call lili if I didn't do this. I called And mh information was changed on the account and I began getting credit request from other companies. **************** said I needed to send a picture of me with my photo ID which if ********************** is allowing a security hack then whywould I send further verification of my identification.customer service won't help or even allow me to talk to a supervisor about this hack or breach and my info is out there being processed. I've had several instances of hacks being allowed into my accounts through lili and usually its a financial amount. Now this is information being moved and I don't know what to do. Lili has been fraudulent in thier dealingswithmy account and I've had to clean up this account through my other accounts.Business Response
Date: 06/06/2023
Hello *******,
We received a letter from the Better Business Bureau (BBB) dated May 27, 2023 regarding your information being changed on your account. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
Our records indicate that Lili has not contacted you and there were no phone calls or emails sent by you to Lili since November 29, 2022. These prior phone calls were related to disputes that you had filed and all of the disputes were found in your favor. It seems you may have been a victim of a potential account takeover or phishing attack by some party posing as Lili. We want you to know that Lili would never send you a text to your mobile phone asking for confidential information or copies of your identification information. If this ever happens again, do not give out any information and please call ** at the phone number on the back of your debit card so that we can assist you in averting any attempt for a third party to attempt to take over your account. If information has been changed on your account, please contact us at our customer service phone number so that we can assist you in resolving any issues. We would like to immediately work with you to protect your account access and ensure there has been no unauthorized activity.
In order to prevent your identity from being compromised, we would like to suggest that you take some steps to help protect your identity and repair any potential damage:
You may obtain a copy of your credit reports from each of the major national credit reporting agencies for free each year at annualcreditreport.com. We suggest that you order copies of your reports from the major bureaus and review them to ensure there is no other suspicious activity. You can contact the national credit bureaus and place fraud alerts on your reports with the various credit bureaus, and may be able to block unapproved use of your credit information.
Visit the *** IdentityTheft.gov website. This site provides helpful information on how to prevent potential damage when you have been a victim of ID Theft. This site provides:
Credit Bureau contact links and phone numbers
Sample letters
Warning ************ to ID Theft
Information on building a recovery plan
Links to community resources on ID Theft prevention and how to protect your identity
The FDIC provides a helpful booklet regarding ID Theft, When Bad Things Happen to Your Good Name. We recommend you take some time to review it. *******************************************************;
We are sincerely sorry you have been a victim of someone trying to obtain your confidential information. Please contact us by phone at our customer service number ************ as soon as possible so that we may assist you in further protecting your account.Initial Complaint
Date:05/26/2023
Type:Product IssuesStatus: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 paid $200.98 from the merchant chicsew. I called Lili to dispute this transaction as I tried to return the merchandise and the merchant refused. After filing the dispute, the merchant reached out to me and offered a partial refund to stop the dispute process. A few days later I get an email saying lili has concluded nothing went wrong. How do you determine nothing went wrong when the merchant reached out to me and offered me a refund. This bank really gives me the run around and all I want is my money back.Business Response
Date: 06/13/2023
Dear *********************:
We received a letter from the Better Business Bureau (BBB) dated May 26, 2023, concerning a dispute decision that was not found in your favor. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you explained you made a purchase at Chicsew in the amount of $200.98 settled on March 23, 2023. You further explain the merchant refused to accept the return of the merchandise and, after filing the dispute, the merchant offered you a partial refund to stop the dispute process.
A review of your account revealed the dispute filed on April 27, 2023. The dispute was filed due to the transactions being CANCELLED/RETURNED MERCHANDISE. We have no record of the transactions being cancelled. Based on the complaint, the merchandise you purchased does not appear to have been returned. It was discovered by our dispute specialist that the merchandise you purchased was a non-refundable item. This was explained by the merchant and a copy of the merchants terms and conditions was confirmed and accepted by you.
As of June 13, 2023, the initial dispute decision remains as No error found. To appeal the dispute decisions where a formal "No Error was found" determination was made, you will need to submit new evidence not already used in the dispute investigation. This means any additional documentation and/or evidence not previously submitted.
We sincerely apologize for any inconvenience. We hope this letter addresses your concerns. Please let us know if you need further assistance.
Regards,
Team LiliCustomer Answer
Date: 06/27/2023
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:They stated they didnt accept returns but like I mentioned she offered a partial refund just for me to stop the dispute process. The merchant is lying just to save face because I rejected the items and when I told them that she offered to switch the sizes.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 07/10/2023
Dear *********************:
We received a letter from the Better Business Bureau (BBB) dated May 26, 2023, concerning a response we sent to you on June 13, 2023 related to a dispute decision that was not found in your favor. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you acknowledged that Chicsew notified you they didnt accept returns; however, offered you a partial refund for the purchase you made on March 23, 2023, in the amount of $200.98.
A review of this incident revealed, based on the merchants terms and conditions, the product you purchased was a non-refundable item. We have no record of the transactions being cancelled or evidence of the merchandise being returned to the retailer. As of July 10, 2023, the initial dispute decision remains the same, No Error was found. To appeal the dispute decisions where a formal "No Error was found" determination was made, you will need to submit new evidence not already used in the dispute investigation. This means any additional documentation and/or evidence not previously submitted.
We suggest you work with the Chicsew to initiate a merchant return. We sincerely apologize for any inconvenience. We hope this letter addresses your concerns. Please let us know if you need further assistance.
Regards,
Team LiliInitial Complaint
Date:05/24/2023
Type:Customer Service IssuesStatus: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.
Today I am trying to get in contact with you all because my card has been compromised! The email I sent you all never has gotten a reply and the phone line has been busy for two days now! How do you expect anyone to be able to conduct business if we cant get a hold of our bank! I need to be contacted asap to file a dispute! My phone calls and emails are still unanswered!Business Response
Date: 06/08/2023
Dear ***************************:
We received a letter from the Better Business Bureau (BBB) dated May 24, 2023, concerning an unauthorized transaction observed on your account and lack of communication from Lili. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you state you attempted to get in contact with Lili to file a dispute claim. A review of this matter revealed you contacted Lili on May 22, 2023 to file a dispute. A customer service representative replied to your claim on May 24 and requested additional information surrounding each transaction. After Lili received the detailed information for the transaction, customer service explained your dispute was forwarded to our specialized team and once an update is available a notice will be sent. On May 25, 2023, a notice was sent to your registered email we have on file confirming the dispute was received for transactions totaling $2,127.98.
As of June 6, 2023, your dispute claim is still being investigated and a final decision has not been made. We anticipate having your dispute resolved within 90 days of May 25, ****, the date your dispute was confirmed. Once a decision is made, the results of the dispute investigation will be communicated to you, via your registered email address on file. Per your Terms and Conditions, Lili does not offer provisional credits for business accounts.
Since it appears your identity appears to have been compromised, we would like to suggest that you take some steps to help protect your identity and repair any potential damage:
You may obtain a copy of your credit reports from each of the major national credit reporting agencies for free each year at **********************. We suggest that you order copies of your reports from the major bureaus and review them to ensure there is no other suspicious activity. You can contact the national credit bureaus and place fraud alerts on your reports with the various credit bureaus, and may be able to block unapproved use of your credit information.
Visit the *** ***************** website. This site provides helpful information on how to prevent potential damage when you have been a victim of ID Theft. This site provides:
Credit Bureau contact links and phone numbers
Sample letters
Warning ************ to ID Theft
Information on building a recovery plan
Links to community resources on ID Theft prevention and how to protect your identity
*******************************************************; The **** provides a helpful booklet regarding ID Theft, When Bad Things Happen to Your Good Name. We recommend you take some time to review it.
We sincerely hope this provides you the information you need to track your dispute. We hope this explanation resolves any outstanding questions you may have. Should you have any additional questions or would like to see the specifics related to your dispute, please contact us at ********************************************.
Regards,
Team LiliInitial Complaint
Date:05/24/2023
Type:Service or Repair IssuesStatus: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 have attempted to contact ***** in regards to a account that was wrongfully suspended. I have attempted to present the information they requested in order to put my account into good standings through email as they also requested, with o response in over 20 business days. I have called 3 separate days and spent from their opening business hour until their closing hour, with no answer. All I want to do is withdraw my remaining balance out of the account and close it.Business Response
Date: 06/08/2023
Dear *************************:
We received a letter from the Better Business Bureau (BBB) dated May 24, 2023, concerning your account that had previously been suspended. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you mentioned that your account was suspended and that you had attempted to reach out to Lili multiple times.
After a review of your account, it was noted that your account was suspended on June 8, 2023 due to deposits you were receiving under a name other than your own. On that same day, you were sent an email to send ** documentation that would support the deposits coming into your account. The types of documents that were asked for were: Marriage license and/or joint tax return, signed and notarized judgment declaring you as caretaker or legal guardian or a legal name change documentation.
The documents that you provided on October 6, 2021 were insufficient as one was a cohabitation agreement that was not signed or notarized and the other was a fillable PDF tax document. An agent responded to you informing you that the documents did not meet our requirements. You did not respond to that email.
Upon receipt of this complaint, the head of Lilis Risk and ********************* reached out to you on May 25, 2023 asking you to provide a valid photo ID and an updated physical address so that we could return the remaining account ************** via check and to ensure we have the correct mailing address per your request to close the account.
Once all the information is received in order to verify your address, a check will be issued to you for the remaining balance in your account.
Please contact us if you need any additional assistance.
Regards,
Team LiliInitial Complaint
Date:05/19/2023
Type:Service or Repair IssuesStatus: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.
An account was fraudulently opened using my name and SSN. I received an email that a Lili Premium account was opened and a ********** Business Pro debit card was mailed out. This is NOT my account and I need it closed but have been unable to get in touch with anyone at this company to resolve this.Business Response
Date: 05/25/2023
Dear *******************************:
We received a letter from the Better Business Bureau (BBB) dated May 19, 2023, concerning a potential ID Theft which resulted in an account being fraudulently opened under your name at *********** using the Lili App. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you mentioned you received an email that a Lili Premium account was opened and a debit card was mailed out. The account was closed on May 19, 2023 and there was no activity on the account.
Because we do not report to any national credit bureaus, there will be no inquiry to your credit, or any credit reporting related to this unfortunate incident. We are unable to provide you with further information related to the application due to privacy laws. Lili is not in receipt of any other confidential information related to you personally. We have detected no other suspicious activity related to the unauthorized use of your name and address in our records. Although no accounts remain open in your name in the Lili App, it is clear you may have been a victim of identity theft. You should take step to protect your privacy and identity, and we recommend the following:
You may obtain a copy of your credit reports from each of the major national credit reporting agencies for free each year at **********************. We suggest that you order copies of your reports from the major bureaus and review them to ensure there is no other suspicious activity. You can contact the national credit bureaus and place fraud alerts on your reports with the various credit bureaus and may be able to block unapproved use of your credit information.
Visit the *** ***************** website. This site provides helpful information on how to prevent potential damage when you have been a victim of ID Theft. This site provides:
Credit Bureau contact links and phone numbers
Sample letters
Warning signs related to ID Theft
Information on building a recovery plan
Links to community resources on ID Theft prevention and how to protect your identity
The FDIC provides a helpful booklet regarding ID Theft, When Bad Things Happen to Your Good Name. We recommend you take some time to review it. *******************************************************;
We hope this information will assist you in protecting your identity. Please contact us if you need any additional assistance.Initial Complaint
Date:05/08/2023
Type:Product IssuesStatus: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.
In my personal email, I began receiving notices to click for 2 factor authentication to complete my account set up. I had no idea who this company was, so I ignored the requests thinking that if the fraudster didn't click, they couldn't finish setting up an account. Finally on 4/19/23 I googled the company to find out that they are a legitimate business. I sent them an email directly, not by clicking any link in an email, stating that I was receiving these emails, that I have no business with them and it's fraud. I'm smarter than scammers. When you email their help, you get a response saying you have to call. I called and they claimed to have no record of me. Then I receive an email from them on 4/26/23 stating that the account and debit card opened in my name had been closed. I called immediately because WTF and was again told there was no record of me in their system. I kept the woman, **** on the phone for a good 30 minutes demanding to speak to someone who could help me figure out what they had allowed to happen with my identity or portions of my identity. I never gave my address to this company. I was told there was no one to help and I'd have to wait 48hrs for that department to call me. It's 5/6/23 and I'm still waiting for that phone call. I'm owed a lot of information from this company. I've contacted the credit bureaus, I will be contacting the ***** the attorney general and anybody else I can think of who might be able to do something about this. This company should not be opening accounts all wildly like this then not giving any information to the person to whom they harmed. I hate it here.Business Response
Date: 05/25/2023
Dear *************************:
We received a letter from the Better Business Bureau (BBB) dated May 8, 2023, concerning an account that was fraudulently opened in your name. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
In your complaint, you state you received an email from Lili requesting you to complete your account setup. After receiving the email and conducting some research on Lili, you explained that you contacted **, and we claimed to have no record of you. You further explain that you received an email on April 26, 2023, stating that the account and debit card opened in your name had been closed.
A review of this incident revealed no account was opened in your name. We can confirm that you first contacted Lili on April 19, 2023, requesting to delete the application associated with your email address claiming to be a fraudulent application. A customer service representative replied to your inquiry and suggested you give ** a call to assist you. Preliminary research was conducted on your request. The customer service representative could not locate any account opened in your name. This matter was referred to our Head of Risk and the fraudulent application was blocked, and a response was sent to you informing you the account was closed. Please note, no account was ever opened in your name. The response should have been amended to say the application was declined and no account was opened in your name.
Since your identity appears to have been compromised, we would like to suggest that you take some steps to help protect your identity and repair any potential damage:
You may obtain a copy of your credit reports from each of the major national credit reporting agencies for free each year at annualcreditreport.com. We suggest that you order copies of your reports from the major bureaus and review them to ensure there is no other suspicious activity. You can contact the national credit bureaus and place fraud alerts on your reports with the various credit bureaus and may be able to block unapproved use of your credit information.
Visit the *** IdentityTheft.gov website. This site provides helpful information on how to prevent potential damage when you have been a victim of ID Theft. This site provides:
Credit Bureau contact links and phone numbers
Sample letters
Warning ************ to ID Theft
Information on building a recovery plan
Links to community resources on ID Theft prevention and how to protect your identity
The FDIC provides a helpful booklet regarding ID Theft, When Bad Things Happen to Your Good Name. We recommend you take some time to review it. *******************************************************;
We sincerely apologize for any inconvenience. We hope this letter addresses your concerns. Please let ** know if you need further assistance.Regards,
Team LiliCustomer 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:04/25/2023
Type:Billing IssuesStatus: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 received an email on 2/10/2023 stating my account would close unless I made an ACH transfer or other transaction to my account before 3/12/2023. I initiated an ACH transaction to the Lili account from my ******************** account the same day, and it posted to my account on 2/11. However, my account was still closed, and the $1.02 in the account has not been returned to me. I contacted Lili on 4/17, and received an initial response on 4/19, however there has been no follow-up since then despite several replies from me.Business Response
Date: 05/05/2023
Dear *************:
We received a letter from the Better Business Bureau (BBB) dated April 27, 2023, concerning the closure of your account and the funds that were remaining in the account that were not sent back to you within a timely manner. ********************** is the sponsor bank and debit card issuer for Lili App Inc. Please know we take matters of customer service and regulatory compliance seriously.
After reviewing your account, it was noted that your account was incorrectly closed on March 12, 2023 due to inactivity. On April 28, 2023, your concerns about the closure of your account and the fact that you had not received your account refund in the amount of $1.02 was escalated to the Head of our Risk and Operations department. It was determined that your account should be reopened for your use. Please reach out to our customer service department should you have any questions regarding your account.
We apologize for the error made in closing your account. We have applied a $25.00 courtesy credit to your account as a sign of appreciation for your business.
We thank you for bringing this matter to our attention, and hope you will enjoy using the many features of your Lili App Account. Please reach out should you have any questions.
Best Regards,
Team LiliCustomer 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,
*************
Lili App Inc. is BBB Accredited.
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