Complaintsforgohenry Inc.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My aunt sent 240 to my kids using HER debit card but when my kids went to withdraw money from their account they blocked their card due to suspicious activity now all I wanna do is cancel my account t and get the funds sent back. The account was closed but the funds was never received. I NEED THE MONEY SO **** CAN ENJOY WHAT SHE GAVE TO THEM !!!!

  Business response

  02/04/2022

  Thank you very much for passing this over to us.  The terms of our accounts are that only the account holder is able to load from a debit card directly from the account.  We do provide other methods for friends and relatives to enable them to send money to the kids on the accounts, such as Gift Links, but adding another person's card on the account itself is not allowed.   Having reviewed the account, ******** added another card that was not in her own name and made a $400 and an $80 load - due to our terms and conditions, this was blocked until we could speak to our member about this.  ******** called on January 31st and on the first phone call she could not confirm who the card holder was, on the second call she confirmed it was her Aunties debit card and on the 3rd phone call she asked to close her account.    As discussed with our member, the money had to be returned back to the card that it came from and this was clearly advised to ******** in our last phone call with her on January 31st   The refund was also processed on January 31st and will be back with ********'s Auntie by now.
  
  
  I hope this helps, but if you need any further information, then please do let me know.  ******
  
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  GoHenry provides a gift link option. My sister and I created a Christmas Gift link for my niece. Multiple people tried using the link but it bounced transactions. Contacted gohenry who said it was the peoples cards. However three transactions were posted, with confirmation numbers to givers from their banks verifying fund transfers. These showed up on the gohenry app and the gifts, $250, showed the names of givers and amounts for Christmas Day opening. Child opened the gifts but the funds were never transferred. Contacted gohenry on Dec. 31st who stated only one of transactions went through. This even though accounts indicate transfer with confirmation numbers. Gohenry says the funds may be pending (for 2 months?) while the banks say they are not. The money is gone. Gohenry put this on us. So we have to find a way to pay people their gift funds back. We have dates, times, amounts from the gohenry system of the funds transfer but they say it was not received. ******** Service Agent attempted to assist but was limited in experience and would not transfer to technical support. I believe this is fraud and believe FDIC and BBB should look into their setup and practices. This was not the first issue we experienced but the costliest. Plus the child is beyond disappointed. Gohenry should not offer delayed gifts and should refund the donors the money their system shows the child. I do not recommend this child card. It is extremely buggy and inaccurate.

  Business response

  01/06/2022

  Thank you for advising us of this complaint.  I have taken a look at the members account and can see that we did receive all three Gift Links.  These should have stayed in the parent account, locked, until the payment date was reached and then paid over to the child.  Unfortunately our system allowed the parent to see these payments on their own parent account and so they then used this money to fund the childs account.  Unfortunately by them using the money, when the payment date arrived, there were not enough funds to pay over the $150 and the $75 gifts - the $25 gift was able to pay to the child without any problems.  I have today send over screen shot and a detailed explanation of what happened, with an apology, as I can see this has caused a lot of confusion and of course upset to the child, which we are extremely sorry about.  I have tried to speak to the account holder, to ensure that they understand the email that I have sent and can see that they have indeed spent the money themselves, but they have then advised that they wish to close their account.  I do hope that this information helps with this complaint, but if you need anything further, then please do let me know.  ****** - Senior Supervisor

  Customer response

  01/07/2022

  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. I must commend the service on their immediate and exhaustive review and responses directly to me. They were incredibly open to communication and will modify the process so it does not happen to others. This was error on both sides and it takes a good organization to admit that. This excellent customer service! I would recommend ********************** to any parent seeking to teach financial responsibility to families. My thanks to GoHenry and wish them much success as they grow. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I clicked a link that said if I signed up for this service and activated my cards and put $25 on the balance - I would get a free $25. I have completed everything on their checklist and still do not have the free $25. I have reached out to customer service and they keep saying that the friend I referred has to activate - but I didnt refer a friend - I am the friend that was referred by someone who has an active account. I clicked the link and it didnt say anything about the friend referring me had conditions - only my conditions - which I completed. the link says "Your friend has invited you to get $25 when you join GoHenry - join join for free and you will both get a credit for your kids"

  Business response

  11/16/2021

  Thank you very much for referring this over to us. 
  
  
  I have looked further into ********** GoHenry account and I can see that that the information given regarding the terms and conditions for our promotion was correct. However, when I looked further into the promotion that was applied to her account I can see that ******** used a website under finder.com and didn't use a referral link from a GoHenry member - please see attached of what ******** received - this information has also recently been advised to ********.
  
  I have attached a screenshot of the promotion link that was applied to ********** GoHenry account that ******** signed up with from Finder.com that was applied to her GoHenry account and can confirm that her account was set up and has received one-month free membership as promised from the promotion that was used.  
  
  
  I have also explained our terms and conditions and sent them over for ******** to use for our new $30.00 promotion going forward.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to cancel my child's gohenry debit card. I have submitted an email to the customer service center - no response. Also, no customer service phone number. This company makes it impossible to cancel and receive the money from the card ( you can only take out $125 a day with a $4 fee each day).I just want to cancel and receive the money off the card.

  Business response

  08/27/2021

  Thank you for your contact,
  
  Our member contacted us through our community app asking to cancel their account on the 25th of August. As we are not able to verify our members through the community app we ask them to email in from the registered email address so we can take the appropriate security to action the members request, we had sent an email to the member on the same day and we have not heard back from her since.
  
  We have attempted to reach the member via the phone but was not able to get through, so we have emailed the registered email address again so we can processed the cancellation request.  
  
  I do hope that this information is sufficient for your investigation.  -*****
  
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Gohenry June 27, 2021. They were offering a $25 sign up bonus of you deposit $5, and I did that and received my $25. In the mean time while waiting for my card to come in the mail, I joined the referral program which also offered $25 for me and $25 for my friend when they sign up and deposit $5, with a *** of 10 referrals. I got 10 people to successfully sign up with my link and deposit their $5 and we both got $25. I had a total of $255 in my account which was from 10 referrals and the $5 I deposited. I didn't spend any of it and I went to log into my account on my July 16, 2021 and I couldn't. I tried to reset my password and never received the emails so I contacted GoHenry. They emailed me back on July 18, 2021 telling me that why account has been closed because it has not met the terms and conditions. I have not violated anything and did what I was supposed to do. They closed my account with my $255! I want my money back!!

  Business response

  08/20/2021

  Thank you for forwarding this over to us. I have been able to check *********** sign up and referral details and can clearly see what the issue is.  Our service is aimed at children between the ages of **** years of age and has one parent that signs up and controls the account for their child, so will be able to set spending limits and where they are able to spend their money, amongst other features.
  
  
  We also have a great referral system, where a member is able to refer a friend for an account and once it has been activated, both referrer and referee will receive a $25 thank you from us.  With our referral system, we also have terms and conditions, to ensure that our service and referrals are not abused in any way.  Unfortunately ********* has not stayed within our terms and conditions on a number of points.  Due to our internal security system, I am not able to disclose which area's ********* has breached, but our member will absolutely know herself why we had to withdraw her account.  If an account has been closed down due to the *** T & C's being breached, then we refund any money that the member has loaded themselves onto the account, which in this case is just the $5 initial load, but we do not refund any of the referral bonuses that were illegally obtained and if serious enough, we will then close down the account due to breaching our T & C's.  We never take this decision lightly, but there are times when this is our only course of action.

  I hope this information has been helpful, but if you need anything further, then please do let me know.

   

  ******

   

  *** Terms and Conditions
  Get $25 for each friend who joins gohenry and we'll give them $25 as well
  Introduce us to your friends and for each friend that signs up and activates their gohenry account (parent and child account) we will add $25 to your gohenry parent account and give them $25 towards their new gohenry parent account as well.
  
  Offer Terms and Conditions you should know about:
  Referrals must be made by existing customers of gohenry Inc. who have an active gohenry account (the Referrer). Only one Referrer per household is permitted.
  Referrers are limited to a maximum of 10 referrals per calendar year.
  The referred friend must be a genuine person over the age of 18 who is a US resident and does not live at the same address as the Referrer (the Referee).
  The Referrer may only refer one friend from any given household, any additional Referees from the same household will not qualify for this offer.
  This offer is limited and expires June 18, 2021.
  An active gohenry account is deemed to be an account where a minimum of $25.00 has been loaded to the gohenry parent account and at least one gohenry child account and card has been activated.
  The Referee must not be an existing customer of ******************** Existing customers do not qualify as Referees under this offer.
  In order for the Referrer and the Referee to redeem this offer, the Referee must activate their parent account and childs card, we will then add $25.00 to the Referrer and Referees gohenry parent accounts. These funds will be added to their gohenry parent accounts within 5 working days of the qualifying conditions being met.
  Occasionally, due to regulatory reasons, gohenry is unable to offer an account to a customer. In these rare cases, the Referee will be unable to open a gohenry account and will therefore not qualify for the refer a friend offer.
  If the Referee subsequently closes their new gohenry account within 1 month, the $25 will not be refunded.
  This promotion is not open to employees or associates of gohenry Inc.
  We reserve the right not to honour any referral fee post your 10th referral within a calendar year at our sole discretion.
  We reserve the right to void/reverse the referral fee gained/pending if during our investigation it comes to light that the Referrer has knowingly breached the terms and conditions by referring an individual who resides at the same physical address as themselves or the Referee has been referred by an individual residing at the same address. We define the same physical address as the address the Referee has used to sign up for their gohenry account.
  This refer a friend offer may be varied or withdrawn at any time in whole or in part without prior notice and is subject to availability and our Fair Use policy.
  We reserve the right to withdraw or disable this refer a friend offer for any active gohenry account holder at any time with or without notice at our sole discretion.
  Participation in this refer a friend offer constitutes acceptance of these terms and conditions.

  
  

  Customer response

  08/24/2021

  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]

   

   

   

   

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

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

• Initial Complaint

  08/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  GoHenry will not let me cancel my monthly description on their website, over the phone or after emailing them numerous times.

  Business response

  08/10/2021

  Thank you for your contact,
  
  Our member contacted us through our community app asking to cancel their account. As we are not able to verify our members through the community app we ask them to email in from the registered email address to so we can take the appropriate security to action the members request.

  The member has now emailed us from the registered email address on their gohenry account so we have processed the cancellation and have gone back to the member with confirmation. 

  I do hope that this information is sufficient for your investigation.  -*****
  

  
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is against Go *****. My son had an account and still had money of over $300 in his account when we closed it and contacted Go ***** for our refund. We canceled his account July 11, 2021. Go ***** then emailed us re: account info on where they can transfer the money. After giving them the routing number and account number that was the last time I heard from them. We still haven't received our refund and I have attempted to contact them via email numerous times and no reply. They're holding my son's hard earned money and we need that back. I even called their number and after being on hold for over 10 minutes it will hang up on me

  Business response

  08/09/2021

  Thank you for your contact, 

   

  This is currently being investigated as a matter of urgency, apologies for the delay. 

   

  We will be back in touch once we have further information.  -*****

  Customer response

  08/10/2021

  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]

   

   

   

   

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

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

  Customer response

  08/17/2021

  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.

   

  To whom it may concern, 

   

  This is to inform you that the dispute has been resolved. I received my refund from Go *****, Inc. 

   

  Thank you 

   

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

  
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/24, my child attempted to make a withdrawal on her card of $40 at a Chase Bank ATM. No funds were dispensed from the ATM and no receipt was provided. However, the balance still deducted the $40 and the and ATM fee. I called on 7/26 and spoke with Nuria (case ********). I explained the situation and she immediately started grilling me like I was a criminal for allowing my child to withdrawal funds from the card stating that the purpose of the card is so kids don't have to take money out of the ATM. We will use the card as we see fit and if money wasn't supposed to be withdrawn from the card, why would it be an option to do so? I was never given a formal process to dispute the charge and there was no dispute form like you'd expect in these situations. She simply left me hanging saying she would report what happened. That doesn't help us get back the $40! I need a dispute open and the $44.50 recovered.

  Business response

  08/02/2021

  Thank you for your contact,
  
  Our member had contacted us due to having some difficulties withdrawing funds from the ATM, it appears the ATM had not dispensed the funds so the member wanted to raise a dispute. 
  
  Our Financial department due take on average 2-3 working days to go back to our members, but we got in touch with the member 5 working days after the dispute was raised, just advising the member the dispute was in process and to get back in touch if he needed any further information or updates. We have also apologized to the member for the delay in response.
  
  The reason why we questioned the ATM use was due to being an approved member of the Visa Youth scheme, the gohenry service is limited to and intended only as a pocket money account for families and their children. 
  
  To ensure that the scheme is being used as intended, and that the use is in accordance with our cardholder terms and conditions, we do monitor the accounts for spend more typical of an adult than a child and this is why we questioned the transaction, just to make sure the account is used correctly. 
  
  I do hope that this information is sufficient for your investigation.  -Pedro

• Initial Complaint

  07/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have been a member of gohenry card services since early April. My children very much wanted a debit card they could use so I decided to try this company with hope that the monthly $3.99 per child charge implied good service. My first discrepancy was when my 8 yr. old son tried to order a new card for his dad by asking for a replacement card via his own account. It clearly states on the gohenry site that there is a charge for replacement cards that include a change of design- no charge for same-design card replacement. Luckily I caught this before the card was processed, changed the settings to original name/design, and reached out to gohenry to explain. They were at first unwilling but then begrudgingly refunded the money which was appreciated but handled poorly. My issue now is that I have blocked both of my children’s cards due to numerous attempted fraudulent charges, emailed gohenry to help with the issue, no response in two business days. Nowhere to cancel my account,

  Business response

  07/14/2021

  Hello, 

  Thank you very much for contacting us.
  
  We were contacted on the 9th July as our member had noticed an attempted charged on her bank account for the total of $15.96, after having a look into the members account we can see this is due to outstanding membership fees for the last 2 months for the children in her account.

  We have called and followed up with an email to our member to advise in more detail how we have come to this conclusion and the member has now contacted us to withdraw the services from her account and the account is now cancelled with all the remaining balance being refunded to the card loaded with.
  
  I do hope that this information is sufficient for your investigation.  -Pedro

• Initial Complaint

  06/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been attempting to close this account and have the $60 that they are holding refunded to my checking account No one ever answers the phone and you are finally told to send an email. I did this twice but they continually respond with emails stating that they can’t find my account even though i have provided all info i have regarding this account. In addition, they do not seem to have any problem taking $3.99 service fee out of my checking account every month . I am not seeking a refund of these so called fees, but of the $ 60 they have in an account i opened for my grandson. I am tired of the runaround , i just want the money refunded to the same account they are charging monthly.

  Business response

  06/25/2021

  Hey BBB, 

  Thank you for getting in touch, 

  **** had firstly got in touch via email on the 22nd of June, with her request to cancel her account. 

  We had replied back asking her to confirm her details so we are able to locate her account and start the cancellation process, sadly she had provided us with the incorrect email.

  After some investigation it appears she had misspelled the email address so I have attempted to reach her over the phone today (06-25-2021) but was not able to get through to her, so I have left her a Voicemail and followed up with an email explaining the reasons why we were not able to locate her account and asked her to get back in touch with the correct email address so we can start the cancellation process for her. 

   

  Kind Regards

  Pedro

   

  Customer response

  06/25/2021

  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,
  
  **** *******
  
  
  
   
  
  

*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. ↩