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:03/17/2023

  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 was told about an app called Yotta by my cousin last night. I signed up for the app and they requested all my personal information as well as photos of my driver's license and of myself. I gave them everything they asked for. After they received all of my information I continued on the app to see how it worked. They then asked me to link my personal bank account. I did. After I linked my account within 5 minutes they locked my account and said I couldn't use their app. I contacted support and asked why I was being frozen out when I've never had an account with them before and I've never been in any type of trouble. A man named ***** wrote me back stating I am denied access to everything but when asked why he replied he couldn't give me that information. I then asked them to get rid of all my personal information I gave them and my bank information and he said no. He said they don't have to for at least 5 years. The whole thing sounds like a scam to just get people's information and bank account information.

  Business Response

  Date: 03/17/2023

  This applicant is correct, they were denied after going through the standard application process. Not everyone is approved for an account. They are correct, we do not delete the information entered into our systems or uploaded for the application process in accordance with federal regulation in the financial services industry that requires maintaining information used for a bank account. We never sell any customer information. 

• Initial Complaint

  Date:03/03/2023

  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.

  I have been a Yotta customer for over a year. Today, without warning, 20 minutes after my direct deposit was received from my employer, my account was locked. I was stuck sitting in a parking lot at the drugstore, unable to buy my child cold medicine. **************** told me they didn't know why it was locked and I had to wait for an email. Multiple emails later I keep receiving the same answer, that my account is locked for review. That is NOT an explanation, nor does it offer any reasonable solution! Not to mention customer service refused to answer the phone again, despite being open for another hour before closing for the day. I called back 12 times only to get a voicemail. The last email I received is attached. They closed my account without warning or explanation and don't tell me what they plan to do with MY money.

  Business Response

  Date: 03/08/2023

  There was an automatic lock placed on the account due to account transaction activity. The customer was notified of the lock and asked to reach out to support. Once they reached out a review was required to remove the lock. While it was a confusing and upsetting experience this customer had, it is possible that account transactions and activity may cause locks, holds or other restrictions on an account. 

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising 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 was an am the current victim of a very serious case of Identity theft. I had multiple charges fraudulently made with my account and provisional credits totalling 2,877$ pulled back. I had went through an extensively hard time because this wasn't the only bank and card I had affected. I had reported this to all 3 credit bureaus and placed a fraud alert, I also made a police report, and filed a case with the **** I then was given all the proper documentation to give to yotta and synapse to which a long investigation took place and synapse there banking partner sided with me and the investigation was CLOSED. They applied final credits in my favor but my yotta account was not unlocked. After a tiring back and forth with yotta and synapse I still haven't gained access to the account and am unsure how to receive my funds. Yotta told me the account will not be unlocked which wasn't what all the others said and that my account is a negitive balance still? I just want my money and access to the account. I liked yotta but this is ridiculous, and unprofessional.

  Business Response

  Date: 02/28/2023

  We have informed this customer that we are working with our financial service partner to reconcile this account. Once we receive confrimaiton from Synapse we will proceed to return any remaining funds.
  

  Customer Answer

  Date: 03/01/2023

  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:

  There has been a ****** extensive and more than adequate amount of time I've waited for my funds, and everything to be resolved. I have no understanding what could possibly be taking so long? Especially when there bussniess partners synapse said over a week ago the investigation and all is complete!!! So what's the hold on my funds for?  

   

   

   

   

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

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

  Business Response

  Date: 03/08/2023

  Funds have been returned to this customer. 

  Customer Answer

  Date: 03/09/2023

  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:02/28/2023

  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.

  I woke up to find a charge from tndrrs at 414 am. I had not used my credit card from yotta recently, and woke up to the notification. I immediately locked the card. I looked throughout the app to find a way to dispute the charge before it finished processing. No way to dispute the charge in app. I looked up on support and it stated to call the 844 number. I called several times with no one answering the phone. Online support at other banks is 24/7 especially for fraudulent charges. I finally sent an email, and patiently waiting a response. This is ridiculous and have been a loyal yotta user. I have lost confidence in ********************, with this issue.

  Business Response

  Date: 02/28/2023

  They are correct we do not offer 24/7 support. We are not a billion dollar corporation that offers 24/7 support, we are a smaller platform so our support is not open 24/7. Locking their card in the app is the correct course of action to take. If they are unable to dispute in the app contacting customer support is also the next steps to take which it sounds like they did. 

• Initial Complaint

  Date:02/16/2023

  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.

  I have been with Yotta for over a year. I received a direct deposit from my employer yesterday and the funds are still in processing. This has never happened and no one can tell me why my funds are being held. **************** has been ignoring my messages and has not been able to tell me the steps that they have taken to attempt to resolve my issue. I see that many other people have been having similar problems with them. My bills are on autopay and have been declining because they refuse my to make my paycheck funds available.

  Business Response

  Date: 02/16/2023

  We have been in contact with this customer regarding their pending deposit and shared the following information with them.
  
  After investigation, our financial service partner has shared that typically, transactions are delayed like this when the sending account has insufficient funds. Unfortunately, as the sending account for this transaction is not a part of Synapse (our banking technology system/platform) - we are unable to confirm this on our end.
  
  In this case, the next step would be to reach out to the sender of these funds to determine if the reason is due to insufficient funds or why there is a pause on the sender's side.
  
  We are sorry that we are not able to make this confirmation on your behalf, but please do let us know the outcome of your contact with Brighthouse to let us know if we can be of further assistance.

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising 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.

  My Yotta account was compromised in November of 2022 when over $1k worth of unauthorized transactions were made on a site named Sorare. $800 was canceled or returned because I locked my card when I noticed what was going on an hour later, but nearly $750 worth of unauthorized transactions went through. I contacted Yotta support and was given provisional credits that amounted to the total of processed unauthorized transactions. However, as of 1/24/23 I received an email stating that the investigation determined the transactions were authorized and the provisional credits were returned. I have been emailing and calling support to no avail because this is A HUGE ERROR that has cost $750. Now support tells me that the timeframe has passed to resolve my dispute, yet another customer support rep says that the timeframe has not yet passed. This is all very frustrating and unhelpful to return me the $750 that was stolen from my account due to Yottas poor account security.

  Business Response

  Date: 02/15/2023

  Hi there,
  
  Thanks for following up. Once a dispute is filed, the dispute process is handled by our financial service partner Synapse. Yotta is just the app, we are not the regulatory institution that processes the disputes, or has insight into the outcome or provisional credits.
  
  If you are looking to understand why your dispute was lost and what your options are going forward you can reach out to our financial service partner diretctly at ***************************, or you can contact us at ************************************ and we can do so on your behalf.

  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]

   Due to poor communication between Yotta, synapse, and myself a s a customer 

   

   

   

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

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

  Customer Answer

  Date: 04/19/2023

  Complaint resolved

• Initial Complaint

  Date:02/15/2023

  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.

  Ive had a Yotta account for over a year and they randomly decided to separate me from my hard earned money , better to find a real bank AVOID

  Business Response

  Date: 02/15/2023

  After completing a review of this customer's account we are unable to continue to offer a Yotta account or services.
  
  To get the deposited funds returned the customer will need to contact the external connected bank where the funds were deposited from to request a "reversal". When you contact them, they may also refer to this as a dispute instead of a reversal. In order to retrieve the funds, they will need to file a dispute for each transaction/deposit into Yotta to reverse these deposits.
  
  If the customer is unable to complete this, we will return the funds to the connected account 60 days after the settlement date for the funds deposited into Yotta.

• Initial Complaint

  Date:02/07/2023

  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.

  On December 20th, 2022, I received a text message from Yotta saying I was over the threshold of spending $1000 over the last 24 hours. The odd thing was that I was driving and wasn't making any transactions. I immediately checked my phone and found 6 charges from Target totaling more than $2000 within a span of 4 minutes. I immediately locked the card, which helped block additional charges. Once I was able to make a stop, I called Yotta to cancel the card, where they gave me a new card number and also gave credit on the account for those transactions while their team at ********* (their back-end company that supports Yotta) investigated the issue. After about a month, I got an email saying I am liable for these unauthorized credit card charges and they are taking back my credits. Now I have to pay about $2000 on charges that I didn't make. I have been trying to contact their dispute team, which takes about a day to up to over a week to respond since they are email only. They have been slow and vague in their responses.These are the facts:- I live in ********** and was on a trip to ******, which I have attached a screen shot of my trip from my timeline on December 20th on ****** Maps. ****** Timeline tracks my location through ****** Maps to show where I have been and my route to show my location history. I have receipts I have made with other credit cards that I can also upload that shows my location that day.- The 6 transactions where made on December 20th at a Target in Brooklyn, ******** as shown on the Yotta transaction receipt (Target T-****) within a span of 4 minutes from 2:04pm to 2:08pm - Yotta/********* has been extremely slow and not helpful in helping resolve this situation in a timely manner, which I have uploaded an email conversation that shows a response time of over a week.In short, I experienced fraudulent activity on my credit card and I have to pay for it according to Yotta/*********

  Business Response

  Date: 02/08/2023

  We understand that the customers account of the transaction activity makes sense to them and as a result should resulted in a different outcome for their dispute. Disputes are handled and facilitated by Yotta's financial services parter *********, who provides the dispute the customer has asserted to MasterCard for an investigation. For this customer, initially when they asserted it, temporary credits were issued and provided, however the final outcome of the dispute was not completed, and all temporary credits can be debited and taken back if an outcome is lost for the final decision of the dispute. That happened in this case. The customers assertion that the activity was fraudulent is ultimately determined by the investigation to be true or not according to Mastercard. For this dispute, ********** completed an investigation and the outcome of that investigation was that the dispute was lost. ********* then relayed the outcome of the dispute to the customer. While it is unfortunate that the customer lost, ********************** does not have a role in the investigation or the outcome of a dispute and there is no change or different outcome for this customer.

• Initial Complaint

  Date:01/09/2023

  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.

  I applied for a debit card and savings account with Yotta on January 1 and made an initial deposit of $25 around 5:30 am that day. About three hours later, I receive an email saying my account was locked and my deposit was cancelled.

  Business Response

  Date: 01/10/2023

  Unfortunately, we were not able to approve this customer's application for an account on our platform. We notified the customer via email that their account had not been approved on 1/9/23. We understand that this can be a confusing and poor experience, which is never our intention.
  
  What we can share is that our onboarding tools and software review a broad spectrum of information using the data you provided in the application. I hope you understand that we cannot disclose Yotta's specific criteria for account eligibility.

  Customer Answer

  Date: 01/11/2023

  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]

   It doesnt address my question about why I was declined.

   

   

   

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

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

  Business Response

  Date: 01/13/2023

  Our team is completing a second review of this customer's account and will follow up with them directly at their email on file to provide an update regarding their account eligibility. 

  Customer Answer

  Date: 01/19/2023

  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:12/22/2022

  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.

  They closed my account for no apparent reason! Twice, the first time was for my very first direct deposit back in ******** had to go through a whole verification process. Okay, second time was about a week or so ago. Luckily I moved my money before they closed my account unexpectedly! I still cant get a legit reason as to why my account was closed recently except for we can no longer offer you Yotta services which is blasphemous. I do not recommend!

  Business Response

  Date: 12/27/2022

  After completing the are review of this *********'s account unfortunately we will no longer be able to offer them an account on our platform. The user's account will remain locked as we proceed to process their account closure.