I made a withdrawal from a XXXX ATM on the XX/XX/year> for the sum of {$1000.00} with my Uber pro card managed by BRANCH and the ATM didnt dispense the cash due to a malfunction but the money was debited from my account. The ATM printed a receipt stating it clearly that We cant complete your withdrawal right now. To make sure your account is credited correctly, contact your bank. All I need to make a claim is on the receipt. I reached out to the card issuer which is the Uber pro card and they made a dispute for that transaction with XXXX and later came two weeks later and denied the claim and told me on their end stating this, which was very strange for a financial group telling its customer. We are not able to assist with ATM malfunctions or errors resulting in cash not being dispensed. We recommend that you contact the ATM manufacturer for further assistance by contacting the service department listed on the ATM.…
CFPB COMPLAINT DATABASE
Branch Messenger, Inc.
91 real consumer complaints filed against Branch Messenger, Inc. at the Consumer Financial Protection Bureau in the last 12 months. 0 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Managing an account30
- 02Problem with a purchase or transfer24
- 03Fraud or scam9
- 04Problem with a lender or other company charging your account6
- 05Trouble using the card4
Top states filing
Recent complaints
The 30 most recent complaints against Branch Messenger, Inc. where the consumer chose to publish their narrative.
On XX/XX/year>, I lost my Uber Pro Card and phone at a mall. Shortly afterward, multiple unauthorized transactions were made using my card through XXXX XXXX, totaling approximately {$490.00}. The charges include : XXXX XXXX XXXX XXXX {$150.00} XXXX {$97.00} XXXX XXXX XXXX {$30.00} XXXX XXXX XXXX XXXX$26.00} XXXX {$6.00} XXXX {$24.00} XXXX XXXX XXXX {$27.00} XXXX XXXX {$92.00} XXXX {$15.00} XXXX XXXX XXXX XXXX {$17.00} XXXX {$6.00} I did not authorize any of these purchases. When I first filed disputes with the company, they denied both disputes on XX/XX/XXXX and XX/XX/year>, stating that the transactions were completed using biometric verification ( Face ID or fingerprint ) and therefore assumed I authorized them. After I filed complaints with the CFPB regarding these disputes, the company sent additional emails on XX/XX/year>, essentially repeating the same denial message for both sets of transactions.…
I am filing a complaint regarding unauthorized transfers from my Uber Pro Card ( XXXX ) account through XXXX XXXX. XXXX transactions were completed without my authorization : - XX/XX/year> : {$230.00} - XX/XX/year> : {$450.00} XXXX : {$690.00} I immediately reported these transactions, but the company denied my claim stating that I authorized them using biometric authentication. This conclusion is incorrect and unsupported. I have evidence that contradicts their findings : - At the time of both transactions, I was actively working and can provide proof of my activity. XXXX XXXX XXXX XXXXXXXX confirmed that the receiving card is NOT associated with me. - Both transactions were sent to the same receiving card ending in XXXX through XXXX XXXX. - I also have information linked to the address XXXX XXXX XXXX, XXXX, FL, which is not associated with me in any way.…
I am filing a complaint regarding my Uber Pro Card account issued through Branch. My account was locked due to alleged unauthorized activity, and my balance of approximately XXXX XXXX is being held. Despite contacting support multiple times, I have only received automated responses without any clear explanation, case number, or resolution timeline. I was told that my funds would be sent via check, but I have not received any payment or tracking information. I did not commit any fraudulent activity. Any previous miscommunication was unintentional and should not justify withholding my earned income. This delay is unreasonable, and I believe my funds are being held without proper justification. I am requesting the immediate release of my funds or confirmed payment with verifiable tracking details.
Date : XX/XX/year> Time : XXXX XXXX Place : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX I attempt to withdraw {$300.00} from my Uber Pro Card ( Branch Financial Technology Company ) and the ATM gave me a receipt, but never dispensed the cash. Yet, the above amount was deducted from my XXXX Card. I contacted Branch through the phone app and filed a dispute, which they denied almost immediately, claiming they are not responsible for ATM malfunctions. I called the ATM company, XXXX, and they asked for the transaction information : date, time and Terminal number which I gave and they said to contact my bank. I have yet to hear from XXXX. When I did contact my bank by phone they restated that they are not only not responsible for atm malfunctions but that they will not contact, or be contacted by the atm manufacturer or company who own the machine, and they will not help me with this issue.…
XXXX XXXX and XXXX ( XXXX XXXX XXXX XXXX ) > " I am disputing a charge of * * {$62.00} * * from * * XXXX * * ( Dispute ID : XXXX ) for a stay at XXXX XXXX. While I technically checked in, the room provided was a severe health hazard and uninhabitable. > > * * The Evidence : * * > 1. * * Health Hazard : * * The room was covered in visible mold, and the heater was broken. I have photos of these conditions. > 2. * * Constructive Eviction : * * Due to the mold and lack of heat, I could not breathe and was forced to flee the premises at XXXX XXXX for my own safety. > 3. * * Attempted Resolution : * * I attempted to resolve this with the front office, but it was closed and boarded up with a metal plate. I followed their 'after-hours ' instructions and left. > 4. * * Bank Error : * * XXXX XXXX XXXX XXXX XXXX XXXX ) denied my dispute, claiming 'services were rendered. ' Providing a room with mold and no heat is a failure to provide the contracted service.…
Sunday XX/XX/year> i received withdrawal alerts from my Uber Pro Card App. I immediately called customer service to dispute charges, while on hold my card was charged again. After minutes of waiting I was advised to file a dispute on the app. First Transaction {$360.00} Second Transaction {$8.00} Sunday morning I went for a run and stayed home the entire day so it would be impossible for me to make those transactions at a sketchy exon gas station. Along with me never withdrawing money from the card. Monday I reached out several times and was giving a credit for the second transaction. But was advised I would have to wait between 10-90 days for them to investigate the claim. Tuesday I called several times and was advised to respond to Case Confirmation Email. Shortly after responding to the email expressing my concerns I immediately received a response denying my claim. Email stated that the charge was authorized and they had no evidence for comprised pin.…
On XX/XX/year>, I rented a vehicle from a company advertising itself as Hit The Pavement Auto Rentals. The advertisement stated that the rental included valid insurance coverage and that the vehicle was ready for rideshare platforms such as XXXX and XXXX. I paid the rental fee using my Uber Pro Card issued through Branch. After renting the vehicle, I uploaded the provided registration and insurance documents to XXXX in order to drive on the platform. XXXX immediately flagged the registration and suspended my account because the documentation could not be verified. I then contacted the insurance company listed on the insurance card, XXXX XXXX XXXX. Their XXXX XXXX confirmed in writing that the policy number listed on the insurance card does not exist and that XXXX has no record of any policy issued in my name or for the vehicle VIN provided. The insurer stated that I was sold a non-existent policy using false documentation.…
I have a checking account with XXXX XXXX XXXX XXXX through the XXXX XXXX card. I was getting my paycheck direct deposited to this account every other week. So I got paid on XX/XX/year>. On the morning of XX/XX/year>, I was at work. I checked my bank account and noticed a pending charge from XXXX XXXX for {$180.00}. I knew right away that it was a fraudulent and unauthorized transaction. How could I have done this transaction when at the time it occurred, I was working. In XXXX mind you and the charge came from a XXXX XXXX store that was a XXXX XXXX XXXX from where I was. I locked my debit card right away. A little over an hour later, there was another pending charge from a different XXXX XXXX store for {$280.00}. How could this have happened again? Especially when I locked my debit card right away. So I disputed the charges right away on XX/XX/year>. I also filed a police report in which I provided to them.…
On XX/XX/year>, I was the victim of a social engineering and impersonation scam involving an individual falsely representing themselves as Uber Support. As a result of the deception, I transferred {$490.00} from my Uber Pro Card account to an external card and incurred a {$10.00} transfer fee, totaling {$500.00}. I reported the fraud to Branch on XX/XX/year>. A dispute was opened. On XX/XX/year>, Branch denied my dispute, stating the transfer was authorized because it was completed using biometric authentication within the app. My account was opened in my personal name only. I do not operate an LLC or corporation. I am a sole proprietor, and the account holds my personal earnings. Despite this, Branch and its partner bank, XXXXXXXX XXXX XXXX XXXX, have classified the account as a business account and denied applicability of Regulation E ( 12 CFR 1005.3 ( a ) ). The denial relied solely on the fact that biometric authentication was used.…
Dear CFPB Representatives, Thank you for your assistance regarding the return of funds that I did not receive during an ATM withdrawal. On XX/XX/year>, at XXXXXXXX XXXX, I went to the XXXX store located at XXXX XXXX XXXX, XXXX XXXX NY XXXX, and used the ATM to withdraw {$300.00}. Unfortunately, the ATM did not dispense the cash, although the amount was deducted from my account. After the incident, I contacted the operators responsible for managing this ATM, and they advised me to reach out to the card operator, Uber, and request that a claim and dispute be opened. I contacted Uber and submitted a claim to resolve the issue. However, I later received a denial stating that Uber is not responsible for ATM-related matters. We also called again using the phone number listed on the receipt and spoke with the operator and the managing company, XXXX.…
I just signed up for and activated the new " XXXX XXXX XXXX XXXX, powered by " Branch ''. The card has been used for less than a month, and there has been two separate fraudulent actions taken on this account by the same employee representative on XX/XX/year> ; additionally, the notifications that an incorrect pin was entered was intentionally blocked on XX/XX/year>. I have funds available, and am being fraudulently blocked from accessing my money. This company just illegally committed wire fraud on my new checking account that's linked to a current employer, to where I have also experienced the same fraudulent account issues with receiving my funds. I can prove already that wire fraud has been committed on BOTH of my accounts that are linked to this employer.…
This complaint concerns XXXX unauthorized transactions on an Uber Pro Card ending in the same last XXXX digits : {$360.00} on XX/XX/2025 {$1000.00} on a later date The {$360.00} transaction was initially denied as a dispute because the company claimed it was reported outside the XXXX-day window. However, a replacement card was issued on XX/XX/2025 due to prior security concerns, and the dispute was filed immediately after receiving the new card. This demonstrates that I acted promptly once the compromised card was replaced. I requested full documentation for both transactions, including : Authentication method used to approve the transactions Payout destination details Proof of express authorization Information about the card/account issued, including how the {$360.00} transaction occurred before the replacement card and how the {$1000.00} transaction was allowed to post afterward Confirmation that both transactions are being fully investigated by the XXXX department Steps taken to…
On XX/XX/year>, I was targeted by a sophisticated XXXX XXXX XXXX '' scam by an individual impersonating Uber Support. The scammer used a fraudulent " driver identity verification '' excuse to induce me into transferring {$300.00} from my Uber Pro Card. Later I have identified that the funds were stolen via an unauthorized " Disburse fund from wallet to external card ''. A fraudulent external card was added to my account to drain the $ $ XXXX failed to flag this suspicious linking of a new external card and the immediate disbursement of all funds I realized the fraud and reported it to XXXX immediately and XXXX asked me to contact the XXXX. I called XXXX and branch failed to freeze the stolen funds. When I called XXXX on XX/XX/XXXX to discuss the fraudulent transfer, the representative told me to report to XXXX. Then I requested to speak with a supervisor, the representative said the supervisor will tell me the same thing. Then he was hostile and hung up on me.…
I am an XXXX XXXX XXXXXXXX. I am filing this complaint regarding an unauthorized electronic fund transfer that occurred after my card was canceled, and the failure of the card program XXXX to prevent or promptly resolve it. A charge of {$130.00} from XXXX posted on Friday, XX/XX/XXXX, with both the transaction date and post date listed as XX/XX/XXXX. This charge was processed using my old card number ending in XXXX, even though that card had been canceled on XX/XX/XXXX due to a prior dispute involving the same merchant. I have not rented from XXXX since XX/XX/XXXX. At the time of this charge, there was no active rental, no open contract, and no authorization permitting this debit. I did not provide new payment credentials, did not reauthorize the merchant, and received no notice, invoice, or explanation for the charge. Despite the card cancellation, the transaction was still allowed to post, indicating the improper use of stored or updated payment credentials.…
I am an Uber Pro Cardholder. I am filing this complaint regarding an unauthorized electronic fund transfer that occurred after my card was canceled, and the failure of the card program administrator to prevent or promptly resolve it. A charge of {$130.00} from XXXX posted on Friday, XX/XX/XXXX, with both the transaction date and post date listed as XX/XX/XXXX. This charge was processed using my old card number ending in XXXX, even though that card had been canceled on XX/XX/XXXX due to a prior dispute involving the same merchant. I have not rented from XXXX since XX/XX/XXXX. At the time of this charge, there was no active rental, no open contract, and no authorization permitting this debit. I did not provide new payment credentials, did not reauthorize the merchant, and received no notice, invoice, or explanation for the charge. Despite the card cancellation, the transaction was still allowed to post, indicating the improper use of stored or updated payment credentials.…
This is the exact message given in email and phone to XXXX bank ( XXXX XXXX ), as well as shared with XXXX. I am formally requesting a reevaluation of the dispute for the ACH debit of {$1100.00} dated XX/XX/year>. Here is a clear timeline of events : On XX/XX/year>, I was the victim of a phishing scam while actively driving on the XXXX platform. The fraudster impersonated XXXX XXXX and used social engineering tactics to obtain verification codes. Within approximately 2 hours of the unauthorized ACH transfer, I reported the fraud to XXXX and XXXX. The transaction was flagged as fraudulent the same day it occurred. I did not authorize this ACH transfer. I did not knowingly share my Branch PIN or intentionally provide access to my account. The information was obtained through deception and impersonation. This was not negligence. This was fraud through impersonation and social engineering. The transfer was reported immediately, before settlement completion.…
On XX/XX/2026, I discovered several unauthorized transactions on my Uber Pro Card issued through Branch. The disputed transactions occurred in the early morning of XX/XX/2026 and included : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$200.00} Prior to discovering these, I received a suspicious text alert regarding a {$500.00} unauthorized transfer attempt, which woke me up in the morning. I was at home when I checked my account and found the unauthorized activity. I have held this card for approximately XXXX years and have never used it physically at any ATM or point of sale. My legitimate activity on this account has always been performed inside the app only ( in-app transfers ). Additionally, there was a separate {$70.00} unauthorized XXXX XXXX transaction, which Branch has already credited back as fraudulent.…
On or around XX/XX/year>, I discovered multiple unauthorized transactions on my Uber Pro Card ( ending in XXXX ). These included : {$14.00} at XXXX XXXX on XX/XX/year> {$70.00} at an unspecified merchant, previously reversed XXXX ATM withdrawals of {$200.00} each at XXXX XXXX Bank XXXX on XX/XX/year> I did not authorize, perform, or benefit from any of these transactions, and I was not present at the ATM or merchant locations at the time. Upon discovering the fraud, I immediately : Locked my card Submitted disputes for all unauthorized transactions Requested a replacement card The Uber Pro Card Disputes Team has denied the ATM withdrawal disputes citing PIN usage as authorization. However, Regulation E ( Electronic Fund Transfer Act ) explicitly protects consumers from unauthorized debit card or ATM transactions, and a dispute can not be denied solely because a PIN was used, especially when the cardholder promptly reports the fraud and did not authorize the transactions.…
On XX/XX/year>, I was the victim of a phishing scam involving my Uber Pro Card issued by XXXX XXXX. A person impersonating XXXX support contacted me and tricked me into providing a verification code and account access information. Believing I was communicating with a legitimate XXXX representative, I did not realize that this would allow them to transfer money out of my account. As a result, {$500.00} was transferred without my authorization. I immediately reported the transaction to XXXX and filed a dispute. XXXX denied my claim, stating that my credentials or PIN were used and that I was responsible for the transaction. They did not provide documentation or proof that I authorized the transfer, nor did they show I benefited from it. I am requesting reimbursement of the {$500.00} and a proper investigation under the Electronic Fund Transfer Act ( Regulation E ).…
On the XXXX I was unable to open my branch account to recieve tips from work. XXXX will not allow the company to utilize an alternative payment method. XXXX will not release my tips, because the state I owe them {$0.00}. I have asked several times through email for validation of this XXXX debt, they will not send me anything. On the XXXX, I mailed a payment to cover this alleged debt. They are denying receiving this payment. They will not unlock my account or allow me an alternative way to recieve my tips.
On XX/XX/XXXX, I returned my Uber rental vehicle to the correct XXXX location at approximately XXXXXXXX XXXX XXXX later confirmed in writing that the vehicle was returned on that date and that the rental should have been closed then, but due to their internal error, the contract was not closed until XX/XX/XXXX. A final receipt was issued showing a total balance due of {$0.00}. No further charges were authorized after the return. Despite this, on XX/XX/XXXX, XXXX captured a charge of {$2200.00} on my prepaid debit card. This charge was processed days after the rental had ended, after authorization had been revoked, and after the card originally used for the rental was no longer valid due to being lost and replaced. I had already revoked authorization in writing for XXXX to charge any payment method associated with this rental and instructed that any future billing must be invoiced in writing only. I never authorized this post-return charge.…
On XX/XX/XXXX, I submitted written notice by email to cancel my XXXX XXXX membership. The studio acknowledged my request. Per the membership terms, a XXXX notice was required, so my membership should have ended on XX/XX/XXXX. Despite proper written notice, my card was charged XXXX on XX/XX/XXXX, in the amount of {$59.00} each. The studio stated that XXXX charge was for XXXX and XXXX was for XXXX. After cancellation should have taken effect, the merchant attempted to charge my card again on XX/XX/XXXX, in the amount of {$59.00}. This charge was unauthorized and only failed because my card was locked. I did not authorize any charges after providing written cancellation on XX/XX/XXXX. I disputed the post-cancellation charges with my card issuer and requested confirmation that billing would cease, but the merchant continued billing attempts and repeated phone calls.…
I am filing this complaint against XXXX regarding a denied dispute for a {$100.00} transaction ( XXXX XXXX ). On XX/XX/XXXX, my vehicle was illegally booted by XXXX XXXX XXXX at XXXX XXXX XXXX in XXXX, TX. I was a legal patron of the establishment at the time ( evidence attached ). This booting was a direct violation of Texas Occupations Code 2308. I was forced to pay {$100.00} under extreme duress to release my property. I provided Branch with exhaustive evidence, including photos of the legal parking signs, my presence at the bar, and the operator 's ID ( XXXX XXXX ). Despite this, XXXX XXXX ( XXXX ) denied my claim on XX/XX/XXXX, failing to conduct a proper investigation or follow state law protections. I request a full refund of {$100.00}.
On XX/XX/XXXX, around XXXX XXXX I received a call from someone pretending to be XXXX support, picked up, heard the recording that it is an XXXX call. He told me to cancel the ride I was going to pick up and that the money for that ride will be refunded. Led me to move my funds to a different card which will be sent to me in a couple of days. I did receive the full amount of money for the cancelled ride through the XXXX app. He mentioned that I will get a bonus of {$200.00} and thst someone will call me tomorrow to confirm my card arrival. Tomorrow, XX/XX/XXXX, received another call again around XXXX, it seemed like the same voice, again asking me to move my funds, which I did. I got a text with codes to help the scammer confirm the transfers. The XXXX transaction was {$940.00} plus fee for an instant transfer of {$19.00} and the XXXX transaction, day after was {$980.00} plus {$20.00} fee.…
On XX/XX/XXXX I tried to withdraw {$100.00} from my Uber Pro debit card at an XXXX ATM located at XXXX XXXX XXXX XXXX XXXX, IL XXXX inside of XXXX XXXX XXXX XXXX. The machine made clicking sounds as if trying to dispense my money but never dispensed my money. It also printed a receipt which I included with my dispute on XX/XX/XXXX with Uber. I contacted both Uber and XXXX. They both told me I needed to dispute it with each other. They sent me in circles. I disputed it with Uber. Uber sent message that my dispute was denied. I appealed the denial. It was denied again. I know XXXX has to keep accounting records or ATM logs when filling their machines with cash so this makes no sense. The gas station employees told me the machine has also not dispensed other customers cash. They can not just keep my {$100.00}. XXXX or XXXX XXXX ( Uber debit card bank ) needs to issue my money
I use an Uber Pro Card ( a prepaid payroll-style debit card issued by Branch Messenger , Inc. ) to receive my work earnings. In late XX/XX/XXXX/ early XX/XX/XXXX, XXXX XXXX XXXX XXXX placed a pre-authorization related to a vehicle rental. After the rental ended, I revoked payment authorization in writing. Despite the revocation and after the rental had ended, XXXX later captured the pre-authorization and removed approximately {$2200.00} from my Uber Pro Card. The final receipt from the merchant showed {$0.00} due, yet the funds were still taken. This capture caused my prepaid card balance to go negative by approximately {$2000.00}, leaving me without access to funds needed for gas and transportation to work. I promptly filed a dispute with Branch, explaining that the capture occurred after authorization was revoked and after the rental ended. I requested clarification, review of the timing of the capture, and temporary or provisional credit due to financial hardship.…
unable to access my funds due to Branchs failure to replace a lost debit card and the lack of access to human customer support. Several months ago, I lost my Branch debit card and requested a replacement. Branchs system indicates that a replacement card was mailed, but I never received it. Since that time, all attempts to obtain another replacement have failed because the automated system claims a card is already active or waiting in my mailbox. I have made dozens of attempts to reach a human representative by phone and chat. Phone support is fully automated and does not connect to a personXXXX XXXX XXXX is also automated and unable to override the system error. On one occasion, the phone system instructed me to press XXXX to receive a callback, but no callback ever occurred. Because I could not obtain a working debit card or human assistance, I was forced to transfer my funds to another service ( XXXX XXXX ), incurring multiple transfer fees solely to access my own money.…
I called several times and also emailed shiftkey branch stating My funds are being wrongfully held. The deposit has already posted. I am requesting an immediate escalation to a supervisor or risk/compliance team. This is causing financial hardship. I received direct deposit on XX/XX/XXXX I was unable to use funds I called on XXXX I was told they would fix the problem. On today XXXX I was also told twice they would fix the issue and release funds. I called a XXXX time to speak with supervisor. XXXX informed me it was a restricted account and I could only get deposits from a certain employer. I asked if my funds could not be released to be if he could reject deposit immediately and send back to my employer. XXXX stated he was escalating the matter again and didnt know exactly when funds would be sent back or if that was the decision they would make.
have contacted branch bank about a refund that XXXX have sent over when I mistakenly filed a dispute on XX/XX/2025. XXXX told me that they refunded the money or the bank took the money back on XX/XX/2025 in the XXXX ending XXXX XXXX which was reported stolen And since then the bank claims that nothing was sent to them and that they can not help me out with this I am getting nowhere and trying to find my {$1500.00} from both companies ( XXXX XXXX XXXX XXXX XXXXXXXX told me that their processing time for refund is three days which has been exceeded. The bank is now telling me that 14 days is when the money will be in my account which has been exceeded and still nothing has come into my new account.…
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