ComplaintsforStep

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Step app claims to protect customers against fraud. I submitted my complaints with screenshots and it was clearly fraud and they didn't honor the commitment they made against fraud when I opened the account either time. Do not use step app for banking. They steal your money.

  Business response

  09/27/2024

  Hi there,

  Thank you for your patience while we conducted a thorough investigation into your recent claims. We take these matters seriously and have carefully reviewed all the relevant details. After a comprehensive review, our internal team has determined that the correct actions were taken. Please be aware that this decision is final and not subject to further appeal. We understand that this may be disappointing, and we encourage you to review our terms and conditions for any further clarification. If you have any questions or need further assistance, please feel free to reach out to our customer team at ***********************************************************. Thank you for your understanding.

  Best, Step Team

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a step account they stated that I had to submit my id which I have no problem with the problem is I had 165$ in my account after I seen the email stating I had to submit that document I went to my account to submit it no one has got back to me for me to be able to do it plus my money is not in my account any more what so ever they stated that it was returned back to my other bank but I contacted my other banks and they said a refund has not been issued at all!!!!

  Business response

  09/17/2024

  Hi there,
  
  Thanks for taking the time to write a review. Based on our investigation, we have concluded that all the funds in your account have been refunded back to the original funding source. Please note that refunds can take up to 5-10 business days to process successfully. If the reversals are unsuccessful and return back to your account, please reach back out to us and we will help you. As of this time, the reversals have already occurred and there are no longer any funds remaining in your account.
  
  Thank you,
  Step Team

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a text from this company pretending to be my bank stating that someone was trying to commit fraud and asked me to click on a link to obtain a code and stop the fraud. I did, thinking it was my bank ****************, and I was defrauded $3,425.00 The link I was asked to click on is:Step://app/credit-reporting I also notified my bank, ****************, and they allowed the fraudulent bank charge. As a result, I am now in debt and experiencing financial hardship.Thank you for your consideration.

  Business response

  09/17/2024

  Hi there,
  
  Please know we take claims regarding unauthorized funding very seriously. For instances of unauthorized funding claims, please email our Safety team at ***********************************************************. Our Safety Team will investigate thoroughly and work with any third parties to validate your claim. With the proper documents and authorization, we can also work with your bank and/or the police department you filed your claim with. If you have filed a police report, please attach a copy of your report to us by sending it to ***********************************************************. 
  
  Best,
  Step Team

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  they have froze and restricted our account 2 times now the first one cost use around 5000 dollars and we are still paying for that. now they have frozen the account because I was helping my mom to pay a bill so I transferred the money to my account and now its frozen and we can't pay that bill it is going to be 5days late now and has gotten a high late fee. My mom lives on a fixed income and I live paycheck to paycheck we can't afford this WE WILL BE CLOSING THE ACCOUNT ONCE THIS IS FIXED

  Business response

  08/01/2024

  Hi there,

  For your security, your account was limited as part of our safety review. Thank you for providing the requested information. The Step Safety team has verified the documents that were provided and your account was restored on July 29, 2024. You should be able to use your Step account as normal. If you have any additional questions regarding your account review, please direct them to our Safety Team at *********************************.

  Best,

  Step Team

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My account was closed several months ago, and I have recently requested the remaining balance to be sent to me in form of a check. The customer service representative insisted that the money can only been sent back to the gift cards which I used to fund the account. Since I have already lost those gift cards and I do not even know the name of the bank, I am unable to recovery the fund. Several email exchanges with the representative got me nowhere. Now, I demand that you send me a refund check.

  Business response

  08/01/2024

  Hi there,

  Thanks for taking the time to write a review. Based on our investigation, we have concluded that all the funds in your account have been refunded and processed. Please note that refunds can take up to 5-10 business days to process successfully. If the reversals are unsuccessful and return back to your account, please reach back out to us and we will help you. As of this time, the reversals have already occurred and there are no longer any funds remaining in your account.
  
  Thank you, 

  Step Team

  Customer response

  08/05/2024

   
  Complaint: 22004487
  
  I am rejecting this response because I already lost my funding resources ***** gift cards) which your refund has gone to.  And there are no ways for me to recover the fund at all.  I have already mentioned this question and ask for your help in my complaint, and you just ignored it.  
  
  Sincerely,
  
  *******************

  Business response

  08/13/2024

  Hi there,

  Thanks for the response. As we previously mentioned, the reversals have already occurred and there are no longer any funds remaining in your account. There is no further action for us to take. Feel free to reach out to ********************************* if you would like to discuss further. 

  Best,

  Step Team

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An account was fraudulently opened at Step in my name and I want it closed immediately. I did not authorize the opening of any account.

  Business response

  06/27/2024

  Hi there,
  
  We are sorry for the trouble this has caused you. Please know we take Identity theft claims very seriously. For instances of identity theft claims, please email our Safety team at *********************************. Our Safety Team will gladly work with you and any third parties investigating your claim. If you have filed a police report, send a copy of your report to Step by sending it to *********************************. Additionally, the police department or agent assigned to your case can contact us by emailing *********************************.
  
  Best,
  Step Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Step Mobile, *** offers a premium product called Step Black that purports to offer up to 8% cash back and various perks - provided you pay $4.99 a month or get a $500 direct deposit. What is NOT mentioned is that many of those perks are only available if you pay an exorbitant $49 to have them issue a physical **** Signature card to you.I reached out to their customer service regarding the practice and asked if they waived the fee or offered any discounts on the clearly exorbitant charge, especially after having to pay for Step Black. **************** gave a weak, canned response that theyd take feedback to the team.Charging a consumer for a premium product monthly and then only offering the advertised perks if they pay $49 TO HAVE A CARD PRODUCED is clearly a bait-and-switch tactic and borderline fraudulent business practice. Beyond this, the advertised up to 8% cash back only applies at a small handful of merchants that dont seem remotely relevant.

  Business response

  06/21/2024

  Hi there, thanks for taking the time to write a review!
  
  We want to clarify a few misconceptions we see in your inquiry around the Step Black product. To qualify for Step Black Perks, we offer either a Monthly Subscription Fee of $4.99, or the option to enjoy the Step Black perks for free if you have a minimum of $500 in qualifying direct deposit(s) in each 30 day period deposited into your Step Deposit account. We wanted to make sure our customers have options to choose from so that everyone is able to enjoy the Step Black perks! Please see our website for all the Step Black perks-********************************************************************************* can be enjoyed with or without the Step ********** Signature Card. To note, there is one Step Black perk, out of the extensive variety of Step Black perks offered, that are only offered for Step ********** Signature Card owners, and that is **** Signature Travel & Concierge. Thank you for allowing us to clarify! If you have further questions please do not hesitate to reach us at ********************************
  
  Best,
  Team Step

  Customer response

  07/11/2024

   
  Complaint: 21876640
  
  I am rejecting this response because:

  The contradictory response of "you don't need the card to get the benefits" coupled with "but some of the benefits of black require the card" just proves that the business KNOWS they're defrauding their customers by charging $49 SIMPLY TO GET A CARD to take advantage of the benefits in their paid membership.  The business should discontinue their fraudulent and misleading advertising immediately - or properly take care of their Step Black members.
  
  Sincerely,
  
  ***************************

  Business response

  08/04/2024

  Hello Mr. *******,

  Thank you for these responses and alerting us to something wed like to be better about. First off, we fully acknowledge your concerns and thank you for giving us the opportunity to improve our communications on the product. We also want to make sure we fully address your concerns and offer you an ideal solution. 

  Here is what happened, so you have the full context. We worked with our partners, including our card processors and ***** to offer various rewards with our Step Black program. Our intention has always been to additionally provide the **** signature card benefits, which includes the concierge services you are keen on, to all Step Black consumers. In attempting to do so, we encountered a gap in support with our card processing partner which precluded access to certain **** Signature specific benefits (including concierge services) to people who do not have the metal card.
  
  We knew this was going to be a temporary issue as we had immediately started working with our card processors to implement a fix. The fix is a two step program - the first is where our Step Black users would have their virtual card (available through, e.g., Apple Wallet) updated on the backend to carry the **** Signature logo and capabilities, and then upgrade the backend of the physical cards to have **** Signature capabilities (regardless of the metal card) for Step Black. Its a fix that requires additional technical support with our partners at a network level and we are close to completing implementation. The virtual card capability should be live in a couple of weeks and the physical card capability, while more complex, should follow soon after. 
  
  While working on this, we attempted to make clear in our website and app about how a narrow set of features (such as the concierge services) requires the metal card that comes at an additional price upgrade. Even though our product pages call this out as disclaimers, as you point out, we could have been even clearer with additional disclaimers. We have since then updated that as well. Please bear in mind that all of this is temporary while we are working to bridge the gap (and offer concierge services to all Step Black users) that until now was not within our control. 
  
  All of this said, wed like to make sure you continue to be delighted with the Step Black program and have all of these features available asap rather than wait for the fixes. If youd like to continue with the Step Black trial and continue to explore the benefits of the program, wed be happy to ship you a metal card for free, as a courtesy and in acknowledgment of your messages, and also extend your Step Black membership for another month. Please confirm whether youd like to receive this offer and we will coordinate the delivery with your approval.

  Best, Step Team

  
  

  Customer response

  08/05/2024

   
  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.

  It's rare to see a company come to the table with such authenticity and actually endeavor to create clarity on a product like this so I'd be glad to continue as a Step customer and accept their offer.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I noticed "STEP MOBILE **** account *********" was "opened on 11/06/2023" while checking my Transunion credit report on 12/8/2023. I also called STEP MOBILE *** ************* and ************) multiple times with no answers. A police report has been filed on 5/25/24 about this when I reported Identity theft about another bank account. Most recent Transunion report as of 5/29/24 still shows STEP MOBILE *** account as an active account (balances/payments) on my credit report.I request an immediate cancellation of this account and correction with credit bureaus.

  Business response

  05/31/2024

  Hello,
  Thank you for taking the time to write a review. To proceed, please have the impacted person reach out to us at ********************************* and we will make sure to handle this request. For identity theft claims, Step will need:

  1. a written statement from the impacted person,
  2. a police report, an official affidavit, or an FTC form
  3. Verification of the impacted persons identity

  Best,
  Step Team
  

  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 8th I had $1400 stolen from me via atm while I was at work . Atm was located at a city over an hour east from my location. I got notifications on my phone about them and immediately deactivated my card and reported it stolen . I disputed the charges and March 15th I'm told my claim was denied because " I didn't deactivate or report my card as stolen when it happened " which I did deactivate my card. I received the new card today.

  Business response

  04/29/2024

  Hi there, thanks for taking the time to write a review. We are sorry that your experience wasn't what you hoped for. Please email us at ********************************* or send us a message within your Step app for further assistance. Best, Step Team 

  Customer response

  05/17/2024

   
  Complaint: 21439694
  
  I am rejecting this response because: iv emailed a dozen times never got anything but a automated response.   Il let the lawsuit against Step Mobile Inc  resolve this issue. IL get my $3500 that way. 
  
  Sincerely,
  
  *****************************

  Business response

  06/03/2024

  Hi there,

  We are sorry that your experience wasn't what you hoped for, but It appears Step has resolved the issue at this time. If you have any further questions, please feel free to email us at *********************************

   

  Best, Step Team 

  Customer response

  06/17/2024

   
  Complaint: 21439694
  
  I am rejecting this response because:
  They haven't done anything to resolve the issue. I had to file a lawsuit to get my issue resolved . Oklahoma court is resolving the issue.
  Sincerely,
  
  *****************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 28, 2024, there was a $50 transfer out of my bank account. I've never heard of this company. My bank told me that it was authorized with a card with a chip. The chip cannot be duplicated. It was, because I still have my card. There was other transactions out of my account that the bank credited me for. But not this one. This one said transfer to step step.com CA

  Business response

  04/25/2024

  Hi there, thanks for taking the time to write a review. We are sorry that your experience wasn't what you hoped for. Please email us at ********************************* or send us a message within your Step app for further assistance.

   

  Best, Step Team

*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. ↩