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:02/09/2023

  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 opened my account using SaveBetter Raisin yesterday. Immediately I called them to ask something but they never picked the phone up. RED FLAG! I alreaDy deposited $1,000.oo into this and just now I tried to withdraw what I deposited and close this account but it did not let **** need to close this account and get my money back.THEY ARE NOTHING BUT A SCHEMER!

  Business Response

  Date: 02/17/2023

  ******************** did make a deposit into a savings account.  We cannot confirm if or when she called us.  She did email us asking to cancel the deposit but by the time the email was sent (late afternoon EST on February 6th) it was too late for us to cancel the debit from her bank account.  We responded to ******************** on the morning of February 7th to let her know we could not cancel her deposit and that she could withdraw her deposit once it cleared.

  ******************** made a withdrawal request on February 9th and was returned to her linked bank account within 2 business days.  At her request, her account was closed.

  All of these transactions met SaveBetters Terms of Service. We are sorry ******************** was unhappy with our offering and hope she reconsiders using us in the future. 

  Customer Answer

  Date: 02/21/2023

  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:02/08/2023

  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.

  01/27/23 $185,615 I was trying to obtain 5% CD with ****** *** via their website. I was under impression I have a business directly with the bank and provided all my personal data and bank account. When I found out I attempted to cancel the transaction by calling savebetter customer service. They said my bank can stop it. I called my bank, they put the Stop payment - transaction was pending. Savebetter website constantly on maintenance, it is not possible to get anyone on the phone. I am in distress, worrying about my money day and night. I sent request for the cancellation of my CD as the last hope to return it. I feel it is a scam and I will loose my money either way. They have a clause with 6 month early withdrawal penalty. It is a hefty amount on $185,615. I just don't know what else to do. Please help!

  Business Response

  Date: 02/16/2023

  **************** made her initial deposit through the SaveBetter savings marketplace on January 27th of this year as she described.  Before she could link her personal bank account to our marketplace or initiate a deposit, **************** had to scroll through and accept our Terms of Service (attached).  These terms of service state that the customers funds are held at the bank or credit union she selects by our custodian bank for the benefit of all SaveBetter customers.
  
  When she realized the content of the terms to which she had agreed, she contacted Customer Service.  Since her personal bank account had already been debited for this CD purchase and **************** does not wish to pay the $4,529.01 fee for early cancellation of the CD she selected, we suggested that she reach out to her bank to request a stop payment of the debit.  During a 3-way call with her bank which followed, they said they would try.
  
  Her bank failed to deliver on what should have been a routine exercise through the *** network.

  We can cancel **************** CD at any time if she agrees to the early cancellation penalty shown on the product information sheet we include with all savings options. 

   We are also happy to help her continue to benefit from the high rate (which has since been lowered ****% for new customers) if she would like to keep saving through SaveBetter.  ****************' deposit is held by ****** *** Bank and fully insured by their FDIC insurance.

  Customer Answer

  Date: 02/27/2023

  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:

  I do not wish to pay the $4,529.01 fee for early cancellation of the CD. SaveBetter has not provided the timely service with stopping money transfer transaction assistance. I have doubts they are capable to provide a good service further and even more doubts they are serious financial company. No live persons answering the phone calls, but voicemails. Phone calls are hung up without answering. I NEVER called out money from CDs with banks before and not doing it because of the terms. I want to deal directly with the bank. Waiting for 27 months in a fear that my money are in jeopardy is unbearable. I already lost one month of interest while fighting this. Please return ALL of my money.  

  Please let me know if you need any more details.

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

  Business Response

  Date: 03/11/2023

  We stand by our original response.  The customer agreed to our terms of service and the terms of the CD she purchased when she enrolled in our service. 

  She can either hold it to maturity or pay the early withdrawal penalty.  We have met and will continue to meet our obligations as articulated in our terms and we will hold our partner accountable to the terms in the Product Information sheet related to her CD.

  Customer Answer

  Date: 03/16/2023

  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:

  The company has not returned my funds although was given proper request to stop debiting transaction from my bank and now to cancel the CD I have to pay early termination fees for 6 months.

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

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

• Initial Complaint

  Date:01/31/2023

  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.

  Have a savings account with **************. Have been trying to withdraw our significant funds without success. They have been on site "maintenance" for over 5 days which is very suspicious. I believe they are a scam site. I have reported to the *** as well as FDIC.

  Customer Answer

  Date: 01/31/2023

  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:01/31/2023

  Type:Customer Service 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 service offers access to much higher savings accounts.... I am reading too many reviews etc of people no longer able to get their money and losing access to their money. Also... this service indicated it was going down for "scheduled maintenance" and that the site would be back up today January 30th.... Today we recieved an email that indicates maintenance is over... and that now we can fully do everything..... but.. ok....the site is back up.. but is absolutely NOT functioning... nobody can withdrawal or deposit.... this does not look good at all folks...I have not seen a site especially not a banking type site that had maintenance that took the site down for 4 full days.... This needs to be investigated before this goes too much further please...

  Business Response

  Date: 02/09/2023

  As he stated, the customer was unable to make a withdrawal through our website during a period of maintenance on the SaveBetter website. The maintenance that restricted the customer's access was advertised weeks in advance both on-site and via email.

  The customer has since made full withdrawals of all active deposits.  Follow up calls to the customer to assure their satisfaction have gone unanswered.

  Customer Answer

  Date: 02/16/2023

  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]

   This business is very carefully NOT telling the whole truth....Yes as  I stated and as they stated they announced that scheduled maintenance. HOWEVER, when that 3 days of scheduled maintenance was complete... they sent us an email telling us everything was fully operational again.... and it was absolutely NOT..... and only after they started recieving some pretty rough complaints... and a day and HALF later... did they FINALLY get it working correctly again... My complaint was to make you aware that this does not look very good at all... for a company that is handling THIS Much money... in a "custodial account" for other people. Since then... when they FINALLY got it working correctly again.. then YES I did in fact withdrawal almost all of my money....I do not find this business trustworthy. Sorry but that is What I see and how I feel....

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  **************** is correct. We did email customers prematurely.  Although testing had been performed on the site, it did not account for certain scenarios or the impact of the full volume of our customers using it.

  Customers returning to the site did not have a positive experience until additional updates could be completed.

  We have learned from this mistake and are committed to not repeating it.

• Initial Complaint

  Date:01/26/2023

  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.

  Opened a no penalty CD with Save Better. Tried to close it and was asked to send an email and would receive a response in 24 hrs with instructions. Called them as no response after 24 hrs. Waited on the line for 2 hrs and then got disconnected. Sent an email reminder asking for support on Jan 24 and again on Jan 25. Called multiple times but always on hold and no response. Do not know how to get my money back from them

  Business Response

  Date: 02/06/2023

  *** *********** CD cancellation was processed in-full and without fees or penalties on January, 26th 2023 and paid to his external bank account two days later.
  
  I examined our CRM system and saw that the first request we received in-writing for this cancellation was received in the late afternoon of January 25th.
  
  This was relayed to him during a phone conversation with one of our Associates on the morning of January 26th.  He was surprised to hear that his prior emailed cancellation requests had not been received by the team.

  With all of *** *********** funds returned as hed requested, we hope this brings the matter to a close.
  

  
  

• Initial Complaint

  Date:01/20/2023

  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 money in a number of accounts with SaveBetter. I attempted to make a withdrawal of $1500 from one of my accounts with SaveBetter ***************** to my external account on January 10, 2023. SaveBetter carried out the withdrawal on January 12 and immediately reversed it. They claimed this was caused by a glitch in their software. On January 13, my SaveBetter account strangely showed that the withdrawal was completed on January 13, and when I called I was told this is part of the glitch and that indeed, I should see the money in my external account by end of day on January 13. This did not happen, and I have called multiple times and emailed them multiple times. Responses to emails were generally generic, with some indication that everything the glitch caused will be fixed by January 18. Nothing happened, and then when I called again I was surprised that SaveBetter's records indicated that the transaction was completed on January 13 although the $1500 is nowhere to be found. I was very surprised they could not find out where the money is, and then asked me to provide statements from my external bank to prove that I did not receive the money, which I did by email instantly while on the phone with them. I was then told the issue would be resolved by January ***************** the morning at the latest and I should hear back. Nothing has been resolved and I am still missing $1500, and no convincing attempt to tell me what is going on or give me a plan has been made. I am puzzled how a large financial institution does not keep accurate records of their transactions. Is there an attempt to cover up on something bigger than what I am seeing? I wonder how many customers have had the same issue and how many did not carefully look at their accounts to figure there is a problem. Where is this money going?The solution I am seeking is I want my $1500 back ASAP.

  Business Response

  Date: 01/27/2023

  ****************** was impacted by an extraordinary technical issue that delayed his $1,500.00 withdrawal.  
  
  As soon as the delay with *** ******** withdrawal was confirmed by our Operations team, we issued a new $1,500.00 credit to the bank account he has linked with the SaveBetter marketplace.  He received the proceeds of this credit on January 23rd.  We have since contacted him by phone to assure his satisfaction in this matter and have not been able to reach him.
  
  We are pleased that ****************** remains a valued SaveBetter customer and hope that he continues to enjoy the benefits of our service for many years to come.
  
  

  Customer Answer

  Date: 01/31/2023

  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:01/09/2023

  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.

  On December 9, 2022 I made a deposit to ****** *** for a 14 month no penalty CD in the amount of **********. I was then redirected to SaveBetter, which took me by surprise because l believed it would stay in the ****** *** Bank. A few weeks later, I bid on a house, which was accepted, and I need the money to close by the 31st of January. I called to get the money out and no one answered the phone. They never answer the phone. I have held on for the better part of a day and nothing. I then emailed them saying that I needed my money, and they told me it would have to stay in for 30 days. It has been 30 days and they have used every excuse not to give me my money. The reason I invested in no penalty was that I could get the money at any time. Now, I cannot get my money and I need it. If you can help me, I would certainly appreciate it. Thank you. ***********************

  Business Response

  Date: 01/12/2023

  **************** purchased a CD through us on 12/9/2022.  The CD has a 30-day hold requirement before cancellation as shown on the attached product term sheet.  ******************** team spoke with **************** on Monday, January 9th and her CD cancellation was processed shortly afterwards.  The funds have since been transmitted to ******************** linked bank account.  She received a written confirmation of this transaction being completed. From our perspective, this matter has been resolved.