ComplaintsforBrex

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We opened an account with ********************** a few years ago and everything has been running fine. They recently informed us via email that they were closing our account. No reason was given. However, they have blocked us from withdrawing over $95k which was the balance on our checking account. I've emailed them several times on what I need to do to get the money out, and twice they've asked me to upload my identification, which I've done. Still no answer from them.

  Business response

  08/12/2024

  Thank you for bringing this customer complaint to our attention. We have corresponded directly with the customer since this complaint was filed. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4, i got an email from brex that my account has been suspended and another email that asked me to withdraw my remaining funds to complete account closure. I appealed the suspension as it was very unsual and everything had been working well for the past 2 years and i get this suspension all of a sudden. Regardless in the appeal they chose to keep the account suspended but i still have not been able to claim my funds from them. My brex account has 3 accounts in it and although i was able to claim funds from the smaller 2 of those accounts, the third account named Income ending in 1231 that has the most about $3260 in it has a greyed out claim money button, as a result i am unable to withdraw the funds into my external bank account.They emailed me to withdraw the funds for the account closure before July 19 yet i have not been able to withdraw the funds. I have tried several times contacting brex but there has been no solution centric reply and ive just been told to wait for response over 2 days. That is a really big amount for me , please BBB help me claim my funds.

  Business response

  07/25/2024

  Thank you for bringing this customer complaint to our attention. We have corresponded directly with the customer since this complaint was filed. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.

  Customer response

  07/27/2024

   
  Complaint: 21950291
  
  I am rejecting this response because: although i have been contacted by the business, i have been told to wait till August 4th , the date when they claim to allow me to access the funds, the ultimate resolution for me is to ofcourse get my funds and although i am willing to wait till Aug 4th as they have provided me with no alternative solution, until then i want to keep this complaint open
  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  We have corresponded directly with the customer since this complaint was filed and have taken steps for resolution. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two weeks ago, Brex restricted our business checking and credit card accounts and told us that everything was going to be shut down in 10 days time. They did not give us sufficient notice to figure out off-boarding to another business checking account, and they did not even give us sufficient reason or justification for this, just an unceremonious off-boarding.The so-called "startup-first" neobank is just as bad as every other one. Please avoid Brex if you can, setup a traditional banking arrangement with Chase or ***** Fargo and use Ramp or some other credit card provider. Better yet, use a debit card.

  Business response

  05/28/2024

  Thank you for bringing this matter to our attention. We have corresponded directly with the customer since this complaint was filed. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist you further.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our company (WORLD HOLDING CENTER LLC) sports equipment sales business has been using brex bank for over 1 year , we have been cashing in on it from sales . At some point there were problems with the bank, we received messages that our business was being checked, we were asked for verification and documents, at that time our director was in Europe to sign new contracts and could not provide the necessary information in time. Since that moment ( it was about a year ago ) they blocked our account , they do not always respond to messages , to the request to close the account and transfer the balance to another bank they said they would not do it , they said they would send the money to where it came from , but even this they did not do , they are liars ! Our company asks for your help and support in solving this issue, our business suffers a lot because of them.

  Business response

  01/17/2024

  Thank you for bringing this customer complaint to our attention. We welcome the opportunity to respond to the customer's inquiry. Our business records do not support the claims alleged in the complaint. We communicated thoroughly and fully with the complainant at the time the decision was made to mitigate the risk posed by complainant, by deplatforming them. The complainant is well aware of the reasons why the requested resolution is not possible. Notably the complainant failed to include these facts. For customer confidentiality reasons, we are unable to provide further details. Nothing, however, precludes the complainant from doing so. Please let us know if we can assist further. With that said, Brex considers this matter closed.

  Customer response

  01/19/2024

   
  Complaint: 21125517
  
  I am rejecting this response because:

  They did not fulfill their obligations.
  I will provide a message from brex bank support :

  (Hi Francisco,
  
  We apologize for our delayed response. 
  
  Please note that any balance(s) on the previously active account has been returned to the original sending financial institution. Thank you for reaching out to our Team and we hope you have a great rest of your week.) 
  

  
  The Brex Team

  And they didnt do this, the money should have been returned from where it came from, but it is also in my account, I can see this in my account.
  Let them fulfill their obligations and return the funds from my account from where they were received.
  
  Sincerely,
  
  *****************************

  Business response

  01/23/2024

  Thank you for allowing Brex to reply to our former customer. The complainant's recitation of the facts is inaccurate and not supported by the record. Further to that, Brex has no further obligation to the complainant. Our obligation is to the financial institution and the alleged victim. The process to return the monies is not instantaneous. Our obligation are being met and the monies returned as required pursuant to legal and regulatory requirements.

  Customer response

  01/23/2024

  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.

  Thank you, I'll wait for them to do it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brex is stealing customers money through not providing accurate refunds. It has happened twice to our account and now I want others to be aware. The way they do it is they display the refund on your credit account, but do not actually add the funds to your cash account where the money was originally taken. So it looks like the money has been refunded however, if you go through your transactions on your cash account you will see that the refunded money has never been added back to your cash account it simply just states refunded under your "credit" account. So far they have stole $304.66 from our start-up using this tactic. They also provide a weird document with just the transaction of the supposed refund, even though the formal bank statement their system sends monthly is also missing the refunded credits.

  Business response

  08/15/2023

  Thank you for bringing this customer complaint to our attention. We welcome the opportunity to respond to the customer's inquiry. The facts and circumstances presented by the customer are not supported by our records, including the customer's statements that unequivocally show the credit. We have been and will continue to communicate with the customer regarding the refund credit. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further. 

  Customer response

  08/15/2023

   
  Complaint: 20444020
  
  I am rejecting this response because: because they completely stopped responding and provided no proof that the refund was applied. Also, according to my statements I have not received this credit to my account. 
  
  Sincerely,
  
  *****************************

  Business response

  08/17/2023

  Thank you for the opportunity to respond. The complainant's allegations are not supported by our business records. Despite several communications with the complainant to explain precisely how credits are applied to the account and to show the complainant exactly when the credit at issue was applied to the credit card account, the complainant still maintains that no credit was applied. Notwithstanding this, we will attempt to continue to educate the complainant in effort to resolve this matter.

  Customer response

  08/18/2023

   
  Complaint: 20444020
  
  I am rejecting this response because: they have not sent a follow up email in one week. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a referral commission for referring a new customer to **********************. In the email about my referral bonus, it said I would be receiving a $25,000 gift card. I only received a $250 gift card. I was expecting a $25,000 gift card. I contacted their support and they said they would get back to me. They eventually came back to me and claimed that the email was a mistake. I told them I want the $25,000 gift card as promised. They refused to.

  Business response

  07/24/2023

  Thank you for bringing this customer complaint to our attention. We corresponded directly with the customer prior to the filing of this complaint, and he has already been awarded the correct amount as stated on our website. For customer confidentiality reasons, we are unable to provide additional details. Please let us know if we can assist further.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Brex regarding the closure of my account without prior notice and their failure to provide the funds remaining in the account. Despite multiple attempts to retrieve the funds, Brex's customer service has been unhelpful, leaving me without a resolution.On [date], my Brex account was closed without any advance notice due to changes in their guidelines. I was not informed about these changes, nor given an opportunity to address any potential issues. The sudden closure of my account has caused significant inconvenience and financial distress.Despite my efforts to contact Brex and retrieve the remaining funds, their customer service has been unresponsive. Due to a recent change in my telephone number, I did not receive any notifications or alerts regarding the account closure. I reached out to Brex through email, their customer support portal, and social media channels, but all of my requests for assistance have gone unanswered.To compound the issue, I did not have access to the exact amount of money in my account at the time of closure. As a result, I have been unable to provide this information to Brex to facilitate a resolution. It is unreasonable for Brex to withhold my funds due to their failure to provide proper communication and support channels.I request that Brex promptly resolves this matter by providing me with the funds that were in my account at the time of closure. The most appropriate solution would be for Brex to issue a check for the exact amount of money in the account. This will ensure that I receive the funds I am rightfully owed and alleviate the financial burden caused by their actions.I trust that the Better Business Bureau will address this complaint and mediate a resolution between myself and Brex. I appreciate your attention to this matter and a swift resolution.Thank you for your assistance.

  Business response

  07/13/2023

  Thank you for bringing this customer complaint to our attention. We sent the customer multiple emails informing them of the changes to their account and attempted to assist with updating their personal information. We did not receive a response. For customer confidentiality reasons, we are unable to provide additional details. Please let us know if we can assist further.
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Brex ********** **** for their unlawful and unethical actions towards my client, Fastvan **** As a financial institution, Brex has violated several consumer protection and financial regulations, including but not limited to the *************** Transfer Act, the Fair Credit Reporting Act, the Truth in Lending Act, and the Uniform Commercial Code.My client, Fastvan ****, is a legitimate business entity that opened a cash management account with Brex in accordance with the required process. However, Brex abruptly suspended the account without providing any notice or valid reason to my client. The sudden suspension of the account has caused significant financial damage to Fastvan's operations.Despite repeated attempts to contact Brex, my client has not received any satisfactory response or explanation for the suspension of their account. Brex has not allowed Fastvan to provide any additional information or defend themselves against any claims made against them, which is a clear violation of my client's rights and applicable laws and regulations.Brex's decision to no longer maintain a relationship with Fastvan and return the remaining cash balance to the originating counterparty bank account is completely unacceptable and in violation of applicable laws and regulations. Brex's actions are causing major disruptions to Fastvan's business operations and are in violation of my client's rights.As a financial institution, Brex's actions are in violation of the applicable laws and regulations, including but not limited to the *************** Transfer Act and Regulation E, which require financial institutions to provide prompt notice of any suspension or closure of an account. Furthermore, the actions taken by Brex violate Fastvan's rights to due process and the Fair Credit Reporting Act, which requires companies to notify individuals when negative information is used against them.

  Business response

  04/05/2023

  Thank you for bringing this customer complaint to our attention. We have been in constant contact with ********** regarding this matter and will continue to work with all parties involved, until the matter is resolved.  Notwithstanding this, the facts and circumstances presented by the complainant do not comport with Brex's business records or those of the complainant's business partners.   As this matter involves significant legal and regulatory concerns for the complainant and for customer confidentiality reasons, we are unable to provide further details. Please let us know if we can assist you further.

  Customer response

  04/06/2023

   
  Complaint: 19861884
  
  I am rejecting this response because:

  While I appreciate that you have been in contact with me to resolve the matter, I must respectfully disagree with your assessment that the facts and circumstances presented in my complaint do not align with your business records or those of my business partners.
  I have thoroughly reviewed all of my bank statements, which clearly show the origination of all funds, including those in question, which are still currently sitting with Brex. As such, I strongly urge you to reexamine your own records and investigate this matter further.
  I also wish to address your statement that the complaint raises significant legal and regulatory concerns. I want to assure you that I have consulted with legal counsel and am confident that my complaint is well-founded and justified. I believe that it is in the best interest of all parties involved to fully investigate this matter and come to a fair and just resolution.
  I respectfully request that you provide me with a detailed explanation of your review process and any findings or conclusions that have been reached so far. I am committed to working with you to resolve this matter in a timely and satisfactory manner.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Daud Nur

  Business response

  04/07/2023

  Thank you for affording us the opportunity to respond to the complainant's reply.  Brex's response stands and it declines to accede to the complainant's demands.  This matter is now being reviewed by the authorities. To ensure that their investigations are not impaired or impeded, Brex will not be providing further responses or providing insights into internal or external investigations or materials related thereto.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brex has closed mya ****** and they do not provide any information in their appeal regarding that the a****** can do appeal till 13th of August. I have requested them to reopen my a****** dated: Mon, Sep 19, 2022, 10:36?AM I received this response:Brex Support Follow Up - ******** External Inbox Brex Support <**********************************>Mon, Sep 19, 2022, 11:28?AM to me Hello ********,This is Charalampos from Brex Support.Thank you for chatting with us. Following up on your case, we would like to kindly let you know that your Brex a****** has been closed and that it is not possible to request a new appeal after the 13th of August. In addition, we cannot change the email linked to this a******, since it has been closed. We apologize for any inconvenience that this may have caused. If there is anything else we can assist you with, do not hesitate to contact us.Kind regards, Charalampos Brex Support ref:_00Df2Bore._5006Q1ihPXG:ref So they clearly not mentioned in the screen shot below attached dated for 13 Aug as last date for appeal.My appeal screen shot is also attached below;Our company shows willing to deposit 5M$. and we already have 70+ employees working on our ************** wish, bestbuy, newegg, etsy, amazon and other market places.

  Business response

  03/23/2023

  Thank you for bringing this customer complaint to our attention. We welcome the opportunity to respond to the customer's inquiry. We have corresponded directly with the customer since this complaint was filed. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further. 
  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a complaint about the sudden suspension of our company's bank account with Brex Bank, which occurred on March 7, 2020. At the time of suspension, there was a balance of $140,000 in the account. Despite Brex **************** that they would process the matter within 5 business days, the account remains suspended to this day, and we have not received any explanation or reason for the suspension.Our company started using Brex Bank in 2021, and we have been satisfied with their services until the suspension of our bank account. We have attempted to contact the bank numerous times to resolve this matter, but to no avail. We are concerned about the impact this suspension is having on our business and our financial well-being.We request that Brex Bank restore our bank account immediately and provide a clear explanation as to why it was suspended in the first place. We also request that they promptly release the funds that were in the account at the time of suspension. We trust that Brex Bank will take the necessary steps to resolve this issue promptly, as we look forward to continuing our banking relationship with them.Thank you for your prompt attention to this matter.Sincerely,************************* ********

  Business response

  03/23/2023

  Thank you for bringing this customer complaint to our attention. Although the facts and circumstances regarding this matter are vastly different than those posited by the customer in its complaint to the ********************, we welcome the opportunity to respond to the customer's inquiry. We have corresponded directly with the customer since this complaint was filed and will continue to do so until this matter is resolved. As the matter involves legal and regulatory matters and for customer confidentiality reasons, we are unable to provide details of Brex's decisioning to suspend the customer's account. Please let us know if we can assist further.

  Customer response

  03/24/2023

  Dear Brex Bank Representative,
  
  
  Thank you for your response to our complaint regarding the sudden suspension of our company's bank account and the unreleased funds, as well as your acknowledgement of our correspondence regarding this matter. We appreciate your willingness to work with us to resolve this issue, and we hope to reach a prompt resolution that is in accordance with US law.
  
  
  However, we remain concerned about the lack of transparency and information regarding the suspension of our account, as well as the unreleased funds. As a US-based company, we believe that we have a right to know the reason for the suspension, and that this information is essential for us to take necessary actions to protect our business interests.
  
  
  We understand that you have cited legal and regulatory reasons, as well as customer confidentiality reasons, for not providing us with details of Brex's decisioning to suspend our account. However, we respectfully request that you provide us with as much information as possible, including any relevant documentation or evidence to support your decision, in order to help us understand the situation better and take appropriate actions.
  
  
  We also request that you promptly release the funds that were in our account at the time of suspension, as these funds are essential for our business operations. We believe that the unreleased funds are causing undue hardship and harm to our business, and we urge you to take immediate steps to release them in accordance with US law.
  
  
  We remain committed to working with you in good faith to resolve this matter, and we are willing to take any necessary legal or regulatory action if required to protect our business interests. We trust that you will work with us to restore our account and release our funds as soon as possible, in accordance with US law.
  
  
  Thank you for your attention to this matter, and we look forward to hearing back from you soon.
  
  
  Sincerely,
  
  
  *************************
  
  
  ********

  Business response

  03/29/2023

  While we understand that the customer has lingering concerns regarding this matter, Brex had provided the customer with all of the information that it is permitted to disclose at this time. Further to this, Brex's decisioning regarding the status of the account and the release of funds has been made in conformity with legal and regulatory requirements in light of the facts and circumstances. The decision is final and not subject to further review. Please let us know if we can be of further assistance.

  Customer response

  03/29/2023

   
  

  Dear Brex Enterprises Representative,
  
  
  Thank you for your response to our BBB complaint regarding the status of our account and the release of funds. While we appreciate your acknowledgement of our concerns, we remain disappointed and frustrated by the lack of communication and transparency regarding the status of our account and the release of funds.
  
  
  We note with concern your statement to BBB that a decision has been made regarding the status of our account and the release of funds. However, to date, we have not received any communication or decision from you regarding this matter. This lack of communication and transparency is causing undue hardship and harm to our business, and we are eager to resolve this matter as soon as possible.
  
  
  As a US-based company, we believe that we have a right to know the status of our account and the release of funds, and that this information is essential for us to take necessary actions to protect our business interests. We request that you provide us with a clear and detailed explanation regarding the status of our account and the release of funds, as well as any documentation or evidence to support your decision.
  
  
  We remain committed to working with you in good faith to resolve this matter, but we will not hesitate to take any necessary legal or regulatory action to protect our business interests. We urge you to take immediate steps to communicate with us regarding the status of our account and the release of funds, and to work with us to reach a prompt resolution in accordance with US law.
  
  
  Thank you for your attention to this matter, and we look forward to hearing back from you soon.
  
  
  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. ↩