Hello Digit

We have contacted the customer twice via email and twice via phone as well and left a voicemail, but we have not heard back from the customer at this time(see attached) We're willing to try to resolve the issue, but we need more information from the customer at this time

Hi there, Thanks for bringing this to our attention, we're sorry to hear about the trouble you had with your account Per your request, we've gone ahead and closed your account completely for you This will automatically return all remaining funds in your account in total of $ The funds will arrive tomorrow morning, Friday, April 14th, You will see two transfers, one for $from your Rainy Day fund and the other for $from your Goal fund for a total of $ We hope that helps here and if you need anything else, please don't be shy to contact our Support team directly at [redacted] Thanks for giving us a shot, we hope to earn the privilege to save for you again down the road! ~ [redacted] Head of Support at Digit

Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ Thank you for bringing this matter to our attentionWe have reviewed our records and this situation and feel our team did our best to address the user's concerns in a timely and clear manner and we'll share our record of the timeline and actions taken here to address the user On December 23rd, 2015, we received an initial inbound email from the user stating that they had received an overdraft fee from using our serviceBank transfers take business day as we use the ACH system (automated clearing house) and users agree to our ACH Authorization upon signup as well: https://digit.co/about/legal/terms-of-use#ach-authorization Per our company policy, we issued the user a prompt refund for the fee they incurred for the full amount of the fee assessed the same day, December 23rd, At this time, we mentioned to the user a few tools that they can use with our system in order to prevent this from happening in the future Our company policy regarding overdraft fees states: "We believe so strongly in our math and our ability to safely identify money you can afford to save that if we overdraft your account, we'll cover the fee, up to two times per customer." That information can be found here: https://digit.co/about/faq Our Terms of Use states clearly that we are not liable for any fees incurred from third party fees incurred as a result of maintaining insufficient funds in your bank account, commonly known as an Overdraft of Insufficient Funds fee "We are not responsible for any third-party fees that may be incurred as a result of using the Services, including, but not limited to, third-party fees incurred as a result of maintaining insufficient funds in your Bank Account." That policy can be found here: https://digit.co/about/legal/terms-of-use The above policy is agreed to upon creating an account and the Terms of Use is linked to directly from the Signup page at https://digit.co/users/signup/basic While our Terms of Use does state that we're not liable for any such overdraft fees due to insufficient balances in your bank account, we offer a courtesy to all of our users to cover up to two instances of reimbursement in the rare event that they receive such feesAs mentioned previously, one December 23rd, 2015, the user had their first reimbursement issued On December 29th, 2015, we received another email from the user stating they had received another feeThe user was reimbursed in full on December 29th, As these two instances were somewhat close together, we felt the right thing to do was to consider this one instance of reimbursement, meaning we would reimburse up to one more time for this user and go beyond our coverage of instances of reimbursement per user January 27th, 2016, we received another email from the user stating that they had received an additional feeThe user was fully reimbursed on January 27th, We let the user know that at this time, they have reached the maximum number of reimbursements that we cover as a companyWe reiterated how our system works and re-mentioned the various tools and settings they can adjust within their account to avoid these situations At this point, all fees had been reimbursedThe user responded on the same day and said "I'll be cancelling my account"We responded that day, January 27th, 2016, as well and apologized and provided them with the information on how to completely close their account to avoid any other potential issues The user did not adjust their settings or utilize the features we had mentioned such as pausing their account which is available to the user at any timeThe user also did not use the information provided to close their account On February 18th, 2016, we received a fourth email from the user stating they had received a fee and that they were requesting reimbursementWe reviewed their account history with us and let the user know that we were unable to reimburse this additional feeThe reason we denied their request was because the user hadn't made any adjustments to their account as recommendedThe user had been told that we had already covered fees instead of the courtesies that we extend to our usersAdditionally, we provided the user with the information they requested on how to close their account weeks prior and no action was takenFor those reasons, we politely denied the request for a fourth reimbursement to be issued We truly feel poorly here for the situation at hand, we do however, feel that we did our best to resolve these issues in a timely fashion with clear and concise instructions on how to either adjust the account settings or close the account if the product was not to the user's liking or understandingWe always do our best to do right by our users, and we do hope that the user understands that there's some personal responsibility to operating or managing their own accountWe hope to earn the trust and privilege to work with you again in the future and we'll be sure to review this situation with the entire team to learn how we can better ourselves from itThank you again!

Final Consumer Response / [redacted] (2000, 6, 2015/12/21) */ Please cancel complaint, I have been in contact with hello digit and they have resolved the issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, [redacted]

Hi ***,
Thank you for bringing this to our attention, we're really sorry to hear about this situation
We've reviewed your account and we're not actually seeing that there was ever a savings transfer created from our company in the amount of $as you had mentioned This transfer
was not initiated by us, and in fact, there have been no savings transfers from your checking account since April This transfer likely was from another company / service Transfers from Digit should show as "*** ***" on your checking account statement Your account was paused as you had asked, and therefore, no savings transfers were created in our system
With that being said, we do see that your monthly subscription for $was processed on 8/ Pausing the service from saving does not delay your monthly subscription and it would be assessed regularly We do see that your bank marked this transfer as unable to be processed due to insufficient funds, and therefore, the $was returned to your checking account automatically
If you incurred any fees from your bank regarding this charge, our courtesy overdraft reimbursement policy only covers transfers made by Digit's automated savings plan, which does not include our monthly subscription unfortunately We're very sorry about that ***, we appreciate your patience and understanding Our terms of use have more details on fees assessed and our policies: ***
We can confirm that your account has been completely closed at this time, and all of your remaining funds have been returned in full
We're very sorry for any confusion here, we recommend working with your bank to understand where that other fee came from and see if there's anything they may be able to do to assist further If there's anything else we can assist you with, please feel free to contact us directly at *** *** All our best!

Thank you for bringing this to our attention, we're more than happy to assist here
The account remained dormant in our system as it was not closed We're sorry for any confusion surrounding the new Terms of Use If you had just replaced the URL with the cancellation link, this would
have allowed you to proceed to closing your account completely without having to accept the new Terms of Use We looked in our system for any communication from you, but we didn't see any, in the future if you ever need a hand you can drop us a line at *** anytime and we'll be more than happy to help out
In the meantime here, we've gone ahead and issued a full refund in the amount of $which will post back to your checking account tomorrow, 7/26/ We've also gone ahead and closed the account out completely for you as well, so there won't be any further communication or charges
Thanks so much for your patience and understanding, please don't be shy to drop us an email if you need anything else, we're here for you!
Cheers,
~***
*** ***
Head of Support at Digit

Final Consumer Response /* (2000, 3, 2016/01/12) */
Refund received

Hi there,
Thanks for your message, we're happy to help and we're so sorry for any trouble you may have had today Our site experienced a small outage for approximately minutes earlier this afternoon which has since been resolved
You can close your account anytime at
https://digit.co/close-account with no fees or penalties whatsoever It only takes a moment to process your cancellation and during the cancellation process our systems will confirm an automatic transfer of any remaining funds back to your checking account
Just a heads up as well, every user has a day trial period, so at the earliest if you were to keep your account open, you would not see a charge until July 20th, If you close your account before this time, there will be no charge for the service at all
We hope that helps and again we're so sorry for any trouble you had If you need a hand with anything further, please don't hesitate to reach out to us directly: ***

We have contacted the customer twice via email and twice via phone as well and left a voicemail, but we have not heard back from the customer at this time. (see attached)  We're willing to try to resolve the issue, but we need more information from the customer at this time.

Hi there,
Thanks for bringing this to our attention, we're sorry to hear about the trouble you had with your account.
Per your request, we've gone ahead and closed your account completely for you.  This will automatically return all remaining funds in your account in total of $29.22.
The...

funds will arrive tomorrow morning, Friday, April 14th, 2017.  You will see two transfers, one for $17.82 from your Rainy Day fund and the other for $11.40 from your Goal fund for a total of $29.22.
We hope that helps here and if you need anything else, please don't be shy to contact our Support team directly at [redacted].
Thanks for giving us a shot, we hope to earn the privilege to save for you again down the road!
~[redacted]
Head of Support at Digit

Initial Business Response /* (1000, 5, 2016/02/23) */
Thank you for bringing this matter to our attention. We have reviewed our records and this situation and feel our team did our best to address the user's concerns in a timely and clear manner and we'll share our record of the timeline and...

actions taken here to address the user.
On December 23rd, 2015, we received an initial inbound email from the user stating that they had received an overdraft fee from using our service. Bank transfers take 1 business day as we use the ACH system (automated clearing house) and users agree to our ACH Authorization upon signup as well: https://digit.co/about/legal/terms-of-use#ach-authorization
Per our company policy, we issued the user a prompt refund for the fee they incurred for the full amount of the fee assessed the same day, December 23rd, 2015. At this time, we mentioned to the user a few tools that they can use with our system in order to prevent this from happening in the future.
Our company policy regarding overdraft fees states:
"We believe so strongly in our math and our ability to safely identify money you can afford to save that if we overdraft your account, we'll cover the fee, up to two times per customer."
That information can be found here: https://digit.co/about/faq
Our Terms of Use states clearly that we are not liable for any fees incurred from third party fees incurred as a result of maintaining insufficient funds in your bank account, commonly known as an Overdraft of Insufficient Funds fee.
"We are not responsible for any third-party fees that may be incurred as a result of using the Services, including, but not limited to, third-party fees incurred as a result of maintaining insufficient funds in your Bank Account."
That policy can be found here: https://digit.co/about/legal/terms-of-use
The above policy is agreed to upon creating an account and the Terms of Use is linked to directly from the Signup page at https://digit.co/users/signup/basic
While our Terms of Use does state that we're not liable for any such overdraft fees due to insufficient balances in your bank account, we offer a courtesy to all of our users to cover up to two instances of reimbursement in the rare event that they receive such fees. As mentioned previously, one December 23rd, 2015, the user had their first reimbursement issued.
On December 29th, 2015, we received another email from the user stating they had received another fee. The user was reimbursed in full on December 29th, 2015. As these two instances were somewhat close together, we felt the right thing to do was to consider this one instance of reimbursement, meaning we would reimburse up to one more time for this user and go beyond our normal coverage of 2 instances of reimbursement per user.
January 27th, 2016, we received another email from the user stating that they had received an additional fee. The user was fully reimbursed on January 27th, 2016. We let the user know that at this time, they have reached the maximum number of reimbursements that we cover as a company. We reiterated how our system works and re-mentioned the various tools and settings they can adjust within their account to avoid these situations.
At this point, all 3 fees had been reimbursed. The user responded on the same day and said "I'll be cancelling my account". We responded that day, January 27th, 2016, as well and apologized and provided them with the information on how to completely close their account to avoid any other potential issues.
The user did not adjust their settings or utilize the features we had mentioned such as pausing their account which is available to the user at any time. The user also did not use the information provided to close their account.
On February 18th, 2016, we received a fourth email from the user stating they had received a fee and that they were requesting reimbursement. We reviewed their account history with us and let the user know that we were unable to reimburse this additional fee. The reason we denied their request was because the user hadn't made any adjustments to their account as recommended. The user had been told that we had already covered 3 fees instead of the normal 2 courtesies that we extend to our users. Additionally, we provided the user with the information they requested on how to close their account 3 weeks prior and no action was taken. For those reasons, we politely denied the request for a fourth reimbursement to be issued.
We truly feel poorly here for the situation at hand, we do however, feel that we did our best to resolve these issues in a timely fashion with clear and concise instructions on how to either adjust the account settings or close the account if the product was not to the user's liking or understanding. We always do our best to do right by our users, and we do hope that the user understands that there's some personal responsibility to operating or managing their own account. We hope to earn the trust and privilege to work with you again in the future and we'll be sure to review this situation with the entire team to learn how we can better ourselves from it. Thank you again!

Thank you for bringing this to our attention.  Our commercial banking partners issue checks via USPS and in rare cases can get lost in the mail, as the addresses are provided by the user and can be prone to typos or other factors.  Either way, we have stopped payment on the original check...

issued, and issued a new check to the address on file for the customer on 7/26/17.
We have left two voicemails and emailed the customer since this new check was issued, but the customer has not returned our phone calls and sends us straight to voicemail when we reach out.
We were attempting to offer the customer a quicker solution to send the funds electronically, but as we could not reach the customer, our only option was to issue a new check.
If the customer continues to need assistance, we ask that they please contact us at [redacted] and reference their case number.
Thanks again for bringing this to our attention, and we hope the new check arrives as expected within 7-10 business days of being issued.

Initial Business Response /* (1000, 5, 2016/02/23) */
Thank you for bringing this matter to our attention. We have reviewed our records and this situation and feel our team did our best to address the user's concerns in a timely and clear manner and we'll share our record of the timeline...

and actions taken here to address the user.
On December 23rd, 2015, we received an initial inbound email from the user stating that they had received an overdraft fee from using our service. Bank transfers take 1 business day as we use the ACH system (automated clearing house) and users agree to our ACH Authorization upon signup as well: https://digit.co/about/legal/terms-of-use#ach-authorization
Per our company policy, we issued the user a prompt refund for the fee they incurred for the full amount of the fee assessed the same day, December 23rd, 2015. At this time, we mentioned to the user a few tools that they can use with our system in order to prevent this from happening in the future.
Our company policy regarding overdraft fees states:
"We believe so strongly in our math and our ability to safely identify money you can afford to save that if we overdraft your account, we'll cover the fee, up to two times per customer."
That information can be found here: https://digit.co/about/faq
Our Terms of Use states clearly that we are not liable for any fees incurred from third party fees incurred as a result of maintaining insufficient funds in your bank account, commonly known as an Overdraft of Insufficient Funds fee.
"We are not responsible for any third-party fees that may be incurred as a result of using the Services, including, but not limited to, third-party fees incurred as a result of maintaining insufficient funds in your Bank Account."
That policy can be found here: https://digit.co/about/legal/terms-of-use
The above policy is agreed to upon creating an account and the Terms of Use is linked to directly from the Signup page at https://digit.co/users/signup/basic
While our Terms of Use does state that we're not liable for any such overdraft fees due to insufficient balances in your bank account, we offer a courtesy to all of our users to cover up to two instances of reimbursement in the rare event that they receive such fees. As mentioned previously, one December 23rd, 2015, the user had their first reimbursement issued.
On December 29th, 2015, we received another email from the user stating they had received another fee. The user was reimbursed in full on December 29th, 2015. As these two instances were somewhat close together, we felt the right thing to do was to consider this one instance of reimbursement, meaning we would reimburse up to one more time for this user and go beyond our normal coverage of 2 instances of reimbursement per user.
January 27th, 2016, we received another email from the user stating that they had received an additional fee. The user was fully reimbursed on January 27th, 2016. We let the user know that at this time, they have reached the maximum number of reimbursements that we cover as a company. We reiterated how our system works and re-mentioned the various tools and settings they can adjust within their account to avoid these situations.
At this point, all 3 fees had been reimbursed. The user responded on the same day and said "I'll be cancelling my account". We responded that day, January 27th, 2016, as well and apologized and provided them with the information on how to completely close their account to avoid any other potential issues.
The user did not adjust their settings or utilize the features we had mentioned such as pausing their account which is available to the user at any time. The user also did not use the information provided to close their account.
On February 18th, 2016, we received a fourth email from the user stating they had received a fee and that they were requesting reimbursement. We reviewed their account history with us and let the user know that we were unable to reimburse this additional fee. The reason we denied their request was because the user hadn't made any adjustments to their account as recommended. The user had been told that we had already covered 3 fees instead of the normal 2 courtesies that we extend to our users. Additionally, we provided the user with the information they requested on how to close their account 3 weeks prior and no action was taken. For those reasons, we politely denied the request for a fourth reimbursement to be issued.
We truly feel poorly here for the situation at hand, we do however, feel that we did our best to resolve these issues in a timely fashion with clear and concise instructions on how to either adjust the account settings or close the account if the product was not to the user's liking or understanding. We always do our best to do right by our users, and we do hope that the user understands that there's some personal responsibility to operating or managing their own account. We hope to earn the trust and privilege to work with you again in the future and we'll be sure to review this situation with the entire team to learn how we can better ourselves from it. Thank you again!

Complaint: [redacted]I am rejecting this response because: the transaction description specifically is Ach- Digit. com. The attempted transfer was not attempted by another company.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Final Consumer Response /* (2000, 6, 2015/12/21) */
Please cancel complaint, I have been in contact with hello digit and they have resolved the issue