ComplaintsforBrex

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The business let someone that stole my identity make a business in my name profit money from that fake business then when I tell them that isnt me I wanted to close the account down back in 2021 and now in 2023 that account still open and that person that stole my identity has made over 68k in my name.

  Business response

  03/09/2023

  Thank you for bringing this complaint to our attention. When the complainant first contacted Brex in February 2022, we confirmed the information provided by the complainant and took immediate action to ensure that account was no longer active and provided the complainant with a checklist of action items to assist them in combatting the alleged fraud. We remain in contact with the complainant and welcome the opportunity to further respond to their inquiry. For confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.

  Customer response

  03/14/2023

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

  Ok and what about my pain and suffering are you gonna compensate me for that. The person who stole my identity made 68 thousand dollars what do I get out of this nothing how about cut me check for 35 thousand dollars and we call it even cause shouldnt have happened in the first place

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brex sent me an email that they were closing small account. I then tried transferring money out my money is frozen or otherwise inaccessible. Since it's not a bank I have no recourse and Brex support just keeps telling me they will email me. Avoid this company and deal with a real bank.

  Business response

  07/27/2022

  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

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Brex suspended my account due to a low number of transactions. I didn't use this Bank a lot for my business due my suspicion about their activities and lack of customer service/ support and transparency. i wanted to make sure the new bank is operating properly before transferring all business accounting here. I had 100K Reward Points on the account which Brex didn't give me a chance to transfer out. They just suspended my account. I never had any suspicious or fraudulent activity, but low volume of transactions. I understand they may have choose to close account, but removing my right to transfer out points is obviously wrong on their part. I tried to contact them numerous times via chat with zero results, reply to the emails bounced back. This is unheard of and very suspicious that company has only 1 phone number available and you cant reach live representative. The replies on the chat are just cut and paste probably by bot, similar to replies to BBB complaints. Im asking Brex to give me opportunity to transfer out and use my points and remaining cash balance. Im complaining to the Security and ******************* as well.When I reached out, Brex rep said the time to withdraw points has passed, which is a lie. The truth is that they disabled my access to points dashboard without warning.

  Business response

  07/18/2022

  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. 
  
  

  Customer response

  07/18/2022

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was terminated before the recent announcement of BREX's change in business plan to focus on venture-backed companies. Yes, my woman-owned small business, a media and strategy advisory, does not qualify for the future BREX. At the time of termination, however, I was fully compliant with the Terms of Service. I was also the victim of fraud, as multiple inappropriate charges appeared on my statement. Why does BREX consider its decisions infallible? Perhaps a mistake was made in issuing this denial of service, but BREX repeatedly refused, by phone and in writing, to let me review the rationale, provide additional information, and appeal if necessary. There could be a perfectly reasonable explanation for whatever it was that was compelling the closure of my account, but BREX was not interested in even considering that possibility, probably because they knew this account would be closed soon enough anyway, so why bother treating a soon-to-be ex customer professionally.I have repeatedly asked and BREX has repeatedly refused to cite a single violation that compelled its unlawful termination of my account. Now, again without citing any specific infraction (because BREX cannot), BREX is cheating me out of the points I earned (****** rewards, which appear to be worth $258.93) by pointing vaguely to Section 3 of the Terms of Services. If I actually did any of these things in Section 3, why can BREX not name the issue, no less produce the proof? The fact that BREX is refusing to provide the specifics is highly specious. If these decisions were, as they should be, based on the Terms of Service, it would be very easy to verify whether I was in compliance. My company nor I have violated BREX's Terms of Service. This suggests that BREX is refusing to "provide specifics" because doing so would potentially be an admission that this denial of service is either arbitrary or for an inadmissible reason, such as discrimination. BREX "support" has been rude in writing!

  Business response

  07/07/2022

  Thank you for bringing this customer complaint to our attention. We welcome the opportunity to respond to the customers inquiry. We have corresponded directly with the customer to resolve their issue, and informed them that Brex will no longer be able to offer our services due to a change in how we determine the eligibility of customer accounts. For customer confidentiality reasons, we are unable to provide additional details. Please let us know if we can assist further.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 16 2022 Brex decided to close accounts for "small business" (i.e. businesses not funded by outside capital). Annoying and abrupt, but not illegal. They stated the account will "remain active" until August 15 and then the account will close on their email and their FAQ, so I should find a different bank by then.However, they've since DISABLED functioning parts of my account as of June 16. I can no longer DEPOSIT CHECKS or TAKE ACH in my account, which is crippling and damaging for a small business to abruptly come to find I can no longer take payments from my customers. If Brex stated that the account is to "remain active" (a direct quote) until August 15, but then DISABLES CRITICAL FEATURES which prevents me from continuing normal business.that feels wrong. If an account is supposed to "remain active", but then they take away account functionality, is that remaining active? I think not.And as a small business owner, it's SUPER FRUSTRATING. Brex is my only bank, and for them to actively prevent me from doing business in a business banking account seems, at the very least, unethical.and at worst, illegal.I'd like Brex to restore the promised account functionality that I've been using for over a year until the August 15 date, as well as compensate us for lost interest and lost time.

  Business response

  06/27/2022

  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

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BREX has disabled my ability to deposit business checks for absolutely no reason. My company is Repairskis, LLC. We have reached out multiple times but they have not provided an explanation. in fact, they have told me they won't give any explanation. This is extremely hurtful to my family owned business and we need an explanation as soon as possible or to reinstate our check depositing capabilities. **** is the manager who denied explanation and will not fix our account back to normal.

  Business response

  06/17/2022

  Thank you for bringing this customer complaint to our attention. We welcome the opportunity to respond to the customers inquiry. We have corresponded directly with the customer and informed them that ********************** will no longer be able to offer our services due to a change in how we determine the eligibility of customer accounts. For customer confidentiality reasons, we are unable to provide additional details. Please let us know if we can assist further.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a account to place my disability retirement funds since October 2021. Last week they suspended my account.Tried to get answer. Finally was referred to their legal department edrei *******. She made claim because of statement i made regarding i made statements regarding issues with my son they claim they placed a Adult protective services report. They claim they will keep my funds until released by APS. They are claiming i said my son was trying to steal my funds. I never made such a claim. Their attorney is in Florida unless Brex has stolen that attorney identity. AS OF THIS COMPLAINT THERE IS NOT APS REPORT FILED. I explained this to their legal representative. I also checked to make sure no APS report was filed in state corporate account is under. NO REPORT. I have spoken with high supervisor in APS and they suggested i call law enforcement. I sent notice to legal that there is no complaint, they are relying on false information to withhold my funds and that is fraud. They then went silent. There is no other legitimate reason to hold my fund .Fund being transferred are monthly disability funds. The primary shareholder and manager corporation is under my SSN. There is no suspicious conduct whatsoever. But they know that which is why they are trying to use APS excuse. They have given me no way get my money back.I have done nothing inproper or illegal for them to hold my funds . Just want my account reactivated so can tranfer to legitimate institution. Please help. Hundreds of cases they have done same thing.

  Business response

  04/15/2022

  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 on numerous occasions. The facts and circumstances outlined in this complaint, do not comport with our voluminous business records on this matter. The customer has been fully apprised of all of the facts and the reasons behind the actions we have taken and our decisioning. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.
  

  Customer response

  04/15/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kevin ******

  Customer response

  04/20/2022

  Still no answers. Customer serve acts annoyed when try get basic information like is my money in insured account. They do not know California APS law and insist to release funds they must clear it with brex. California APS law does not allow withholding funds from someone who is of sound mind. They also do not report back to banks. Waiting also on their internal investigation that ive asked no specific questions only a time frame approximate. They will provide no information. Think person talking to has no specific information of case. They are holding 88000 of legitimate funds capitalize into a corporate structure without justifixation. Their adult protective services report excuse is untrue. There is no APS case on file as of today. Its been 2 weeks and still have no answer. Yes sent multiple email but that is because they are evasive and answer nothing as simple as are my funds in an insurered place. Seems they are asking excuses to keep my funds.

  Business response

  04/22/2022

  Thank you for affording us the opportunity to reply to this customer's complaint response. As previously advised, we have corresponded directly with the customer on numerous occasions. On each occasion the legal and regulatory requirements that necessitated the actions taken by Brex have been fully described to the customer. We have also advised precisely what steps the customer must take action any disengagement from Brex. Brex has not receive a positive response from the customer. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further. 

  Customer response

  04/25/2022

  
  I am rejecting this response
  Their initial request that adult protective services call them is out of california APS rules and regulations. However to break an impass a Adult protective services agent did contact them. They have answered none of my questions regarding onboarding deficiencies. They will not explain a concerning statement they made rather than an explanation. APS said next time deal in person with someone you trust.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a cash account with Brex received a few payments and general business transaction for 6 to 7 weeks. Then they placed the account under review and a week later informed me they were closing the account. They then froze the balance of ********* for 4 months. Then when I met there required documentation submittance they stated the vendor it originated from. They don't even know whom it originated from. Help

  Business response

  04/13/2022

  Thank you for bringing this customer complaint to our attention. Our representatives have previously conferred with the customer about their concerns and we welcome the opportunity to continue this dialogue. We have corresponded directly with the customer regarding the status of their account. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further.

  Customer response

  04/13/2022

   
  Complaint: 17016357
  
  I am rejecting this response because:I have repeatedly met the requirements of identification etcetera. They refuse to release the amount remaining despite meeting there own requirements. The only need to release our balance and send to the account holders address. Sincerely,
  
  *****************

  Business response

  04/18/2022

  As we have previously advised, we have corresponded directly with the customer on several occasions since this complaint was filed. The customer has been fully apprised of the reasons for the action taken by Brex. In sum, our business records demonstrate a markedly different set of facts than those posited by the complainant. For customer confidentiality reasons, we are unable to provide details. Please let us know if we can assist further. 
  
  
  

  Customer response

  04/21/2022

   
  Complaint: 17016357
  
  I am rejecting this response because:
  
  First and foremost I've had no communication with Brex or any of there Representatives since I filed with the BBB . Nor have they advised me of what's necessary to retrieve my funds in the account since the upload link failed. I simply want the balance that remains in my account. How is it they justify keeping it. They have my legal address, so what's the difficulty with issuing a check in my name and mailing it to my legal address? Sincerely,
  
  *****************

  Business response

  04/25/2022

  Thank you again for affording us the opportunity to respond to this customer's complaint. As we have previously advised, our business records objectively demonstrate a different set of facts than those posited by the customer on this forum. Notwithstanding this, we have communicated with the customer and advised of the precise reason for our decisioning and the actions taken with respect to the customer's account to allay any concerns or confusion on this matter. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Brex previously, but did not use them in some time. I was told that my account would be closed in the next 30 days unless I had some activity, but to use my rewards points in the timeframe if I was okay with account closure. My account was then closed within the 30 days, and I was then told I cannot redeem my already earned rewards points. I'm not sure the rational behind this, but I have over $1000 worth of rewards points with them and I want to redeem them. I'm not sure why they are saying that per their terms of service they don't have to let me redeem them now. I'm pretty sure this is illegal in several states.

  Business response

  04/16/2022

  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. 
  
  

  Customer response

  04/16/2022

   
  Complaint: 17013108
  
  I am rejecting this response because: business has sent me the same response citing their terms of service. They have done nothing to respond to the actual issue presented. I would like action taken on my behalf. 
  
  Sincerely,
  
  ***** Del *******************************

  Business response

  04/27/2022

  Thank you for the opportunity to respond to the customer's reply. We have conferred with the customer and have reached a mutually satisfying agreement.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,Recently, I saw an advertisement by Brex for an offer in which I would get $1000, for spending $1000. This was on our *** Activate portal, and I had never heard of Brex before until then. I signed up and completed their onboarding application, after being spammed by their "VIP Experience Team", and a bit of back and forth I submitted the application, and they send me an email later telling me I'm denied. I believe this company is using this advertisement to mislead business and collect sensitive information with the intent of denying the application. I demand a re-review of my application, and if the decision isn't rightfully reversed I will also be contacting the *** Activate team about this misleading advertisement. Thank you, Better Business Bureau for allowing me to submit my complaint regarding this company, which is datamining and fraudulently obtaining sensitive data.Sincerely,******* ************************

  Business response

  04/11/2022

  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.

*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. ↩