ComplaintsforCushion AI

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received fraudulent activity on my bank account from this company after using their services and after contacting them several times in several different ways to try and resolve this issue and get my banking information removed from their website they simply ignored my numerous attempts. They even contacted me by text to ask why I was canceling my subscription and when I told the person and asked for my banking information to be removed and a refund they simply stopped communicating. This company has very shady practices and I dont believe they should be handling peoples money.

  Business response

  03/25/2024

  Hi ********* - 

  We've reviewed your case further and asked you for details regarding the "fraudulent activity" on your account to which you would not provide further details. After you agreed to our Terms of Service and signed up for our credit building product, you activated your issued Cushion card and put it file with multiple billers. We saw one charge on your account with the merchant, Apple, to which you accepted to pay - concluding no fraud on the account. 

  If you have any other questions with regards to your account or would like to provide further details on the fraudulent activity, please contact us at *********************************. 

  Thank you,

  *****

  Customer response

  03/25/2024

   
  Complaint: 21471962
  
  I am rejecting this response because: I did submit the information you requested and no one ever got back to me. 
  
  Sincerely,
  
  *********************************

  Business response

  03/26/2024

  You did not submit any evidence relevant to the reported fraud.

  I can confirm that your account and any connected data has been queued for deletion.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have paid virtual card balance and monthly subscription fee and still have no access to account. When I click link it goes to a completely blank screen. I have reached out to cushion ai multiple times since 15th and I get absolutely no response.

  Business response

  04/10/2023

  Hello *******, 

  Thank you for sharing your concerns. I am very sorry to hear you feel this way, this is not how we intend our user experience to be for any one of our customers.

  You have not had access to your Cushion account because of a dispute you've filed with **** of America. Once you have contacted your bank and removed this dispute, our team will take next steps in getting you access to your account again.

   

  f you have any other questions that you'd like to discuss, please contact us at ********************************* so we can investigate your case further and ensure youre taken care of.
  
  
  Thank you,
  *****

  Customer response

  04/10/2023

   
  Complaint: 19847066
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  04/11/2023

  I did not have access to the account for weeks prior to filing dispute with my bank.  During that same time I emailed Cushion AI on multiple occasions to try and resolve the issue but received no response.  The only time they chose to respond was after I filed the dispute with my bank.  It was over 3 weeks from my first attempt at communication before ********** responded.  And they tried to place the blame on me.

  Business response

  04/20/2023

  Hello ******* -

  We are here to provide support to you in regaining access to your account. As previously mentioned, once we have evidence that the dispute has been removed, we will proceed in reopening your account. 

  Please contact ******************************* in providing the evidence of the dispute removal and we will take the next steps in regaining the access.

  Thank you,

  *****

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 30th, I was charged $32.00 for cushion service for over draft fees. I paid this company and I could never open my account. I made several attempts to contact cushion and the customer service is horrible. You call the number and they tell you to email. Sent several emails nothing was ever done. As a result, I've lost my checking account to late fees. I want my money back and I want cushion to pay my fees.

  Business response

  12/09/2022

  Hi there,
  
  Thank you for reaching out and we understand where you're coming from.
  
  When you connect your banks to Cushion, our system looks for fees in accounts from the past 12 months that are still active (aka accounts that are not closed), and negotiates them for you.
  
  Over the course of a year, we almost always get our customers money back. In most cases, thats typically hundreds of dollars refunded within the first ***** days of signing up.
  
  With that said, refunds are not guaranteed and are at the sole discretion of your bank. Cushion does its best to get some or all of your fees waived, however the success of those negotiations is impacted by a lot of factors like your history with the bank, previous fees, previous refunds, and more. 
  
  As a result, its expected that some negotiations will succeed and others will not. Thats just part of the process.
  
  If you have any other questions, please let us know.
  
  -*****

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It says my account is suspended because payment didnt process. Yet my account balance is $0 and the payment cleared my bank. I have tried contacting CushionAI multiple times but gotten no response

  Business response

  12/08/2022

  Hi *******,

  Thank you for bringing this to our attention and we understand where you're coming from. If you visit your account again, you will see that your card is no longer suspended and you may resume with acrd usage! 

  Please let us know if you have any other questions or concerns.

  Best,

  *****

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use this service. They have charged me 2 monthly subscription fees and have not had use of the account for over 24 days. I have contacted them multiple times. They say my payment of $275.73 didnt clear yet I provided proof from my bank that the payment cleared on 10/03/2022. I gave this proof over a week ago and still no response and they tell me my account is suspended.

  Business response

  10/31/2022

  Hi *******,

  Thank you for contacting us. Your account is no longer frozen and you have access to your virtual card. 
  

  Please let us know if you need any additional help in remedying your previous issue by contacting us at *********************************

  Best,

  *****

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have paid for the Cushion service to get refunds of overdraft bank fees. I had signed up with them on June 2nd and I have emailed them with no responses. If they do not make good on their service, which I am willing to give them the benefit of the doubt, then I will demand a refund. Thank you.

  Business response

  08/09/2022

  Hi there,
  
  We understand where you're coming from.
  
  When you connect your banks to Cushion, our system looks for fees in accounts from the past 12 months that are still active (aka accounts that are not closed), and negotiates them for you.
  
  Over the course of a year, we almost always get our customers money back. In most cases, thats typically hundreds of dollars refunded within the first ***** days of signing up.
  
  With that said, refunds are not guaranteed and are at the sole discretion of your bank. Cushion does its best to get some or all of your fees waived, however the success of those negotiations is impacted by a lot of factors like your history with the bank, previous fees, previous refunds, and more. 
  
  As a result, its expected that some negotiations will succeed and others will not. Thats just part of the process.
  
  If you have any other questions or concerns, please reach out to *********************************

  Thank you,

  *****

  Customer response

  08/30/2022

  Cushions response is unacceptable and their canned responses are noted. I am trying to be flexible in still trying to work with them to get the fees refunded but it seems that they are not willing to work with my case. Nowhere does it state on the website that it can take up to a year to have resolution. On top of that, no customer should have to wait going on three months for an acknowledgement let alone a status on my account. My dashboard does not indicate any movement. It should not have to take me escalating a simple request for a response to the BBB from Cushion, period. I am requesting a refund immediately. 

  Business response

  09/01/2022

  Hi there,
  
  Thank you for reaching out. We understand where you're coming from. 
  
  When you connect your banks to Cushion, our system looks for fees in accounts from the past 12 months that are still active (aka accounts that are not closed), and negotiates them for you.
  
  Over the course of a year, we almost always get our customers money back. In most cases, thats typically hundreds of dollars refunded within the first ***** days of signing up.
  
  With that said, refunds are not guaranteed and are at the sole discretion of your bank. Cushion does its best to get some or all of your fees waived, however the success of those negotiations is impacted by a lot of factors like your history with the bank, previous fees, previous refunds, and more. 
  
  As a result, its expected that some negotiations will succeed and others will not. Thats just part of the process.
  
  If you have any other questions, please let us know by contacting *********************************
  
  Best,

  *****

  Customer response

  09/01/2022

   
  Complaint: 17671677
  
  I am rejecting this response because:

  This clearly the more of the same answer you previously provided. 
  I am requesting a refund since its clear that you are refusing to provide next steps, transparent and direct communication, and resolution. 
  
  Sincerely,
  
  ***********************************

  Business response

  09/07/2022

  As stated during our sign-up process, our services are non-refundable. We charge upfront for the year mainly because there are a lot of costs that we have to take on in order to offer the service. Unfortunately, refunds are out of supports' control and we do not have access to issue back your original payment to Cushion.
  
  We do our best to negotiate your fees as quickly as possible, however, we're also working at the mercy of each bank's customer support process, staff, and how busy they are - especially with COVID.
  
  Cushion does its best to get some or all of your fees waived, however, the success of those negotiations is impacted by a lot of factors like your history with the bank, previous fees, previous refunds, and more.
  
  If you would like to submit a formal refund request, please complete the form here and a member of our team will review your submission to see if you are eligible for a refund. Please keep in mind, refund reviews can take up to 60 days to be completed.
  
  Please let me know if you have any other questions or concerns.
  
  Best,

  *****

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid the company for services related to bank fees and they said that they dont negotiate with my bank so I asked for a refund since that was the case its nothing about my bank on their website

  Business response

  05/16/2022

  Hi there,
  
  Thank you for sharing your concerns. I am very sorry to hear you feel this way, this is not how we intend our user experience to be for any one of our customers.
  We do not negotiate with banks that are 'difficult.'
  
  Please keep in mind, with Fee Genius, we provide daily transaction scanning, bank and credit card fee detection, fee insights and analytics, fee alerts and more! Even if Fee Negotiation is activated, we are not required to negotiate on your behalf as we only kickoff negotiations on accounts and fees we feel we have a high likelihood of getting refunded.
  
  We do not guarantee refunds because they're at the discretion of your bank. So while some negotiations will fail, others will succeed. Also, please consider that you paid for the year upfront and this is an annual subscription. Our goal is to get you back as much money as possible over the course of the year.
  
  
  Given that Cushion has done hundreds of thousands of negotiations and refunded millions of dollars to our customers, please trust the process - even if it takes multiple negotiations to get your refunds.
  
  
  If you have any other questions that you'd like to discuss, please contact us at ********************************* so we can investigate your case further and ensure youre taken care of.
  
  
  Thank you,
  *****
  

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for Cushion AI because they claimed to be a company where they negotiate your bank fees on your behalf for a commission fee. They claimed I have over $400 in fees to be negotiated so I agreed to let them negotiate. However, after about a month with no result, I had multiple fraudulent charges on my card (unrelated to them). The charges resulted in overdraft fees which I called the bank myself to get a refund for since it wasnt my fault for the overdraft and got all the refund back. Later on, Cushion claimed that it was a part of the original fees they were negotiating and charged the commission for the fees I negotiated myself, which happened long after the fees they were supposed to negotiate originally. They refuses to refund the commission back because they claim they did the work and put effort in, which is an obvious and outrageous lie. It was a deceitful experience and fraudulent service they provide hence Im here filing a complaint.

*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. ↩