ComplaintsforBrim Financial

• Initial Complaint

  18/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  my credit card got stolen on January 3rd 2024 while I was on vacation in Florida. As soon I've noticed my card was missing I did call Brim Financial to declare it. (5 hours after it got stolen approximately) The theft have been able to buy 3 items in an ***** Store in Miami and did few smaller transaction in other retail store. After their investigation they said I was responsible for the charges because the PIN have been used for the transactions. However, I've never shared the PIN with anybody, so I've ask them to review again the cases as all this wasn't making any senses. They came back to me on June 5th with their final (2nd verdict) with the same conclusion which I've been negligent with my PIN and it's my fault. I've tried to escalate my case with their customer service, but they are saying there is nothing to do. They don't have an Ombudsman either so, wasn't able to used the service of the OBSI. Looking to see if you can help me to find some support. *** *** **** **** **** ****** ** **** * ****** ****** **** ***** ******* *** ***** ******* ***** ******** *** **** *** **** *** ** **** * *******

  Business response

  21/06/2024

  We have reviewed the account and can confirm that the card member has been successful at speaking with more than one supervisor concerning the outcome of the fraud dispute.
  Two outbound calls had been placed to this card member on June 13th by two separate supervisors. The fraud resolution and rebill were explained to the card member on both calls. The transactions disputed were completed with chip and pin. The card member advised that while he understands he is to safeguard his pin, he believes he did safeguard it as he did not tell his pin to anyone and has no idea how the fraudster would have obtained it. We have advised him that we will not be re-opening the dispute and encouraged him to pursue this with the merchants directly as well as the police as two of the the transactions were made in store with "*****" for the amounts of $1,143.13 and $1,715.41. The card member stated that he will be going to the ombudsman as well as a lawyer to request a subpoena for the notes on his account.

  Customer response

  21/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I specifically requested that my case be escalated for further review. While I understand your investigation team's assertion that the PIN was used, I want to clarify that I have never shared this information. This raises concerns about the adequacy of the card's security measures, especially considering that two other cards stolen at the same time had their transactions blocked and rejected promptly.
  Upon discovering the theft, we promptly reported it, demonstrating our diligence and responsibility in protecting the card. However, it appears that these crucial details were not adequately considered by Brim's investigation team. This oversight seems unfair and contradicts the terms of our agreement.
  I have fulfilled my responsibility by safeguarding my PIN, yet I feel that my concerns warrant a discussion with someone empowered to make decisions. Despite reaching out to the **** and requesting contact information for the Ombudsman, I was disappointed to learn that Brim does not have one. My request for this information via email also went unanswered.

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

  Business response

  17/07/2024

  We will investigate this further and advise.

  Customer response

  26/08/2024

  
  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.
  
  Sincerely,
  
  **** ******

  Business response

  26/08/2024

  After further investigation, the result will still stand.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been trying for 3 months now to resolve a missing payment for my Brim financial credit card of $8,000 without any progress and barely any communication other than generic responses from their call center to date (I have told them to get a manager to contact me to escalate this and still no communication from a manager). This is not only beyond frustrating, but it is obviously hurting my credit score as the $8,000 has been accumulating interest. My fiancee and I used **** to make the $8,000 payment on May 29, 2023. We contacted **** and they confirmed on their end the payment was processed through their systems 24 hours after on May 30 to the correct Brim account number, and **** are confident the payment was made based on their information they see on their end. We even followed Brim's instructions and sent Brim a screenshot of the payment made to their support email. Additionally, we had made a previous payment with **** to Brim with the exact same accounts and had no issues. **** launched an investigation with Brim to figure out why our payment we made was not received (following Brim's own advice to request **** launch an investigation). From the last update we have from ****, they have not received information from Brim and are being ignored. I cannot fathom how it is taking this long for Brim to resolve this issue that seems relatively straight forward, and how they are not communicating updates to me at all. They do not seem to care about hurting my credit score or caring about me as a customer at all.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On approximately October 27th, 2022, I requested to change my Brim World Elite credit card to a Brim credit card on the company's website. To date I have not received my new Brim credit card. I have called Brim customer service several times to inquire why I have not received this new credit card. I phoned their customer service once in December 2022, twice in January 2023, twice in February 2023, and on March 7th 2023. Initially in December 2022 and January 2023, I was told that Brim did not have any physical credit cards to mail to any of their customers. On my subsequent calls in early and late February 2023 I was told that the card would be mailed out within 7 to 10 business days of each of those calls. I still have not received a credit card. I spoke with a customer service supervisor on March 7th 2023 and she advised me once again that a credit card would be mailed to my home address. I confirmed on each call that my mailing address was correct. I would like the BBB to get in touch with Brim Financial to get to the root of the problem regarding the delivery of a credit card to myself and to ensure that I do receive a credit card. I have been inconvenienced without the use of a Brim credit card since late October 2022. Brim Financial has demonstrated that it is unable to meet its service standards to deliver a credit card to myself in a timely fashion.

• Initial Complaint

  23/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I opened a Brim ********** account end November 2022, * *** ** ******* *** I registered in the same account, and we received 2 different online credit card numbers to add to our ***** Watch while we waited for the physical cards, we could use the online cards right away while we were traveling, which is great. However, once we got back, we only find my husband card on the mail and not mine (the primary card holder). We locked all the cards on the Brim App and reported my card as stolen, a new online number was issued while we waited for the second issued card, this time I preferred to wait until the physical card arrives to use and kept all cards locked still. A week later (Dec 23rd), we still do not have the second issued card, but I got email and message saying that 2 transactions were completed on the primary holder card. I am trying to report the ***** and get my money back by calling 2 of their numbers: ************* which is a 24/7 line – I waited in the line for 30 minutes and hang up once they pick up my husband call on the second phone number ************ and selected FRAUD option @ 9:27am, an employee picked up the call, and after confirming my identity, they said they would need to transfer my call to the fraud department, after waiting 1h44min the call dropped by itself, nobody picked up. I have emailed 3 times explaining all the above and nobody got back to me. *** ** * ******** ** ***** **** ****** ** **** * ****** ****** ******** * ******* **** ****** ** *******.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Installment plan was set up with Brim financial in Nov 2021 at an amount of $75.52 + $7.93 (processing fees) over 20 months. However every month Brim financial has been charging additional processing fees that are not according to the plan that was confirmed via email. **** ******* ** ********** ********** *** **** ****** ***** **** ** *** **** **** ****** *** ** **** *** ***** **** ******** ****** ******* ** *** ******** ******* ****. This company needs to abide by their promise and standup for their product which has been a HUGE let down!

• Initial Complaint

  21/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Merchant, ***** ***** *******, processed a refund for $35.64 on June 9, 2022 to my old Brim credit card number. However, the refund was not credited to my new credit card. So I called Brim on July 22 and was told that because of a glitch, the credit was not transferred automatically, but that they will do it manually and that it will take "2 - 5 business days". Unfortunately, the credit was not transferred to my new card. I called Brim a few times and in the end was told that they cannot do a transfer to my new card but that they can send it to my bank account. So I provided them with my bank account details but the money has not been deposited there either. On Sep. 3, I emailed Brim to inquire about the status of my refund request. Brim response was: "We can transfer the credit balance from the previous account to the current account which will take less time than transferring to your bank account." (!) I immediately replied asking Brim to go ahead with transferring the credit balance to my current account. Brim's email response, on Sep. 7 was (again): Please allow "2 - 5 business days" for the credit to appear on your online portal. And as before, the credit never appeared. My last email to Brim in this matter was on Sep. 16, to which they didn't even bother to reply. It's now been two months since I first contacted Brim in this matter (July 22) and after several subsequent phone calls, emails and Brim's (as it turns out) empty promises, I've concluded that Brim has no intention of transferring the credit balance from my old account to the new one (or, to my bank account). * ******* * **** **** **** ******* *** *********** **** **** ** **** ******* ******** * ***** ** ** ************ ** **** to wait for two months and still have this matter not resolved, and no prospects for a resolution.

  Customer response

  29/09/2022

  Hello, This is in regard to complaint ********** Just to let you know that that the complaint has been resolved and Brim financial credited the refund to my credit card yesterday. Thank you for your help in this matter. Chris

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened an account with Brim a few years ago but never used it, I recently found out that fraudsters had accessed my account and changed the card, I called Brim right away to let them know and to undo the change, change the card number and have the new card sent to me, at the time that a called Brim were no charges on the account. The very next day I checked the account and saw that 4 charges had been done at ******* and was told that even though I had changed the card number the old number was still active for another 30 days and that's the reason why those fraudulent charges went through. Brim has now billed me for those charges even though I asked them to change the number to prevent that from happening. I would like brim to reverse those charges because I am disputing them.

  Customer response

  11/07/2022

  Hello, they have now rectified the situation and I am satisfied.
  
  You can close the case now.
  
  Thank you very much for your help.
  
  

• Initial Complaint

  27/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** ****** **** ** ************* Every four days the card stops working and starts rejecting every single transaction at which point I need to go trough the lost/stolen card prompt menu and order a new card, then activate it. EVERY FOUR DAYS! By the way, your French after-hours phone prompt is still forwarding "lost or stolen card" phone calls to a call center in India that has no idea what Brim is. *** **** **** **** **** * ***** **** *** **** **** ***** ** **** ****** ***************************************************************************************************

*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. ↩