ComplaintsforiGenius

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Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Czesc, dolaczylem do iGenius 16 pazdziernika 2024 r. i chcialbym otrzymac pelny zwrot pieniedzy. Zaplacilem oplate w wysokosci ***** USD za subskrypcje, ktra chcialbym otrzymac z powrotem na to samo konto, z ktrego dokonalem platnosci. Jestem w okresie 10 dni na zlozenie wniosku o zwrot pieniedzy. Chce anulowac swoje konto i subskrypcje pod tym numerem identyfikacyjnym ******* i nazwa uzytkownika grzegorzszreder. Bede wdzieczny za odpowiedz tak szybko, jak to mozliwe. Dziekuje, ******** *******
Business response
10/20/2024
Hello,

This individual's account was refunded as requested. It appears they may have become confused with the refund process, and mistakenly contacted us via BBB instead of the support email.

Thanks
Initial Complaint
04/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, I joined iGenius on the 9th of April 2024 and I would like a full refund. I paid a fee of 174.99 USD for the subscription, which I would like to be refunded to the same account I have paid with. I am well within the 10 day time period for the request of a refund. I have sent an email to the support team of this business on the same day that I joined (merely an hour later) requesting a cancellation, but there has not been a reply even though I waited for 48 hours (which is the response time that they have advertised on their website). I want to cancel my account and subscription under this id number (*******) and username (*********). I would appreciate a response as soon as possible. Thank you, ***** *****
Business response
04/11/2024
Hello,

Thank you for contacting us. Your account was been cancelled and a refund has been processed as requested. Please know that it can take up to 3-5 business days for the refund to return to your bank account. Let us know if you have any further questions.

Thank you.
Customer response
04/18/2024

Complaint: ********

I am rejecting this response because: They have shut down my account, but I have yet to receive my full refund, even though they stated in the email that it would take 3 to 5 business days.

Sincerely,

***** *****
Business response
04/19/2024
Hello,

This customers refund was issued April 11th, directly back to the payment method that was used when she created her account (Visa Ending in ****). They may need to contact their card company or bank directly.

Thanks
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello , I would like to cancel my account and my subscription. I am well within the 10 day time period for the request of a refund ( joined 3 days ago if I am correct ). I would appreciate a response as soon as possible. Thank you sincerely *****.
Business response
02/15/2024
Hello,

This account has been fully refunded as requested. It appears they contacted BBB instead of the support email directly. Their account has been closed and a full refund was issued to the payment method they used. We hope this resolves all their concerns.

Thanks
Customer response
02/16/2024

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.

Sincerely,

*******************
Initial Complaint
01/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I want to cancel my account and my subscription. I am well within the 10 day time period for the request of a refund. I would appreciate a response as soon as possible. Thank you
Business response
01/18/2024
Hello,

An account attached to that email was created with us on January 17th. They are within the 10 day refund period, and we have issued them a refund. It appears they went to BBB directly to request the refund. Their refund has been issued and we believe this should resolve any concern with the customer.

Thanks
Initial Complaint
07/11/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So first things first: I’m 18 and I started at igenius 2 weeks ago and before getting started i was told by my mentor on our Instagram call that i could get a refund the first MONTH. The money i was talked into paying for the “great products” and “guidance & mentorship” was the money i needed to support my family with. Of course when you’re made believed that it’s an investment that will get you MUCH MORE back, you hope it to be true and spend basically what you have left in this hope. Turns out she misinformed me, since I now want to leave because this is a SCAM and most mentors can’t even teach you how to trade properly so there’s really no such thing as “guidance” because most mentors also have WAY TOO MANY downlines and get back to you very late, igenius does NOT hold what it promises. I now found out that there is no such thing as a refund in 1 month but only in 10 DAYS while there is also sources saying 14 days for EU residents which would apply to me, igenius support says that it’s not possible because i’m not in the time frame anymore. Mentors and igenius members MISINFORM YOU and you can’t properly learn how to trade there since most people use AI and don’t make much from the alerts. I was also misinformed that by pursuing elite, i would get the AI set up right away which is not the case because you have to pay AGAIN, elite only gives you access to the option. This leads me to want to reach out to more people to NOT TRUST the people working for igenius, your so called “Ambassadors” and keep away from your platform that does not educate them enough to do their recruiting properly. They should be giving out information based on HONESTY and be real to new customers, so we don’t get caught in this scheme. The consequences of this have to be carried by my whole family, so I don’t accept this policy if you don’t check on the info your members are spreading and the least you can do is give me a refund.
Business response
08/03/2023
The customer enrolled on June 23, 2023 and made her initial payment that day. During the enrollment process the customer must accept the Purchase Terms and all Policies and Procedures which clearly states that members have 10 days to request a refund for the initial payment (14 days for EU residents). This is for initial payments only and any payment made after the initial payment is non-refundable. The member contacted us on July 11, 2023 asking for a refund but unfortunately at that point the initial order was no longer eligible for a refund. If the member believes that the person that presented the business misinformed her or violated policies, the member is able to send any supporting evidence to **************************** for an additional review.
Customer response
08/06/2023

Complaint: ********

I am rejecting this response because:
How can i proof this when the false information the girl who enrolled me provided was on instagram and telegram calls?

Sincerely,

***** ****** ********
Business response
11/01/2023
The refund period is stated directly in the Purchase Terms and Conditions. Each account must read and agree to these terms to complete the account registration. It is not possible to create an account without reviewing these Purchase Terms and agreeing to the provided refund period. We have attached a photo directly from the Purchase Terms and Conditions.
Initial Complaint
06/27/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I joined iGenius today (26th June 2023) and I would like a full refund. I purchased the premium package and I would like my $599.00 USD refunded as well as the $175 subscription fee. I have sent 4 emails from the same email on my account with no reply yet; my ID number is *******. I want to cancel my account and my subscription. I am well within the 10 day time period for the request of a refund. I would appreciate a response as soon as possible. Thank you
Business response
07/25/2023
The customer enrolled on June 26, 2023. She emailed us after working hours on the same day to request a refund and sent 7 other emails within the next 24 hours. Our team has a response time of 24-48 hours and she received a response on June 28, 2023 at 8:03 AM ET indicating that her request had been granted and a refund was being processed. The customer has since received a full refund of her purchase and her account is terminated.
Initial Complaint
12/23/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Conversations 0.96 GB of 15 GB used Terms · Privacy · Program Policies Last account activity: 0 minutes ago Open in 1 other location · Details Compose: REFUND MinimizePop-outClose BETTER BUSINESS BUREAU REFUND I subscribed with IGENIUS on the 5th of January 2022. I invested $ 999.99. I was told that I will receive interest and a Tesla car. February 5th I noticed IGENIUS had charged my visa account (without me consent) $1500.00 instead of $999.99 plus an additional $175.00 was charged on the 5th of february 2022. I contacted Capitalone demanding them to stop this transaction ''Fraud'' asking for a total refund. Igenius was not too happy. The Bank refunded $175.00 + $499.99. Usually for such a large amount I should have received an alert from Capitalone. Capitalone asked me to deal with the merchant directly to collect the $999.99, the merchant refused to speak with me. IGENIUS then sent me an Email stating "He will not take any other measure concerning the account, let her go to Capitalone and let them resolve it" The merchant Igenius told me ''Resolve it through my bank'' Bonus and volume have been taken back''. To my shock Igenius closed my account on April 19 2022 without contacting me. Therefore, I am asking for your help to collect the amount of $999.99 plus the interest and volume accumulated. ****** ****** ******
Business response
01/03/2023
We have not been able to find an account registered under ****** ****** - ****** in our system and the email address used for this complaint is not linked to an iGenius account. We encourage the user to contact us at compliance@igeniusglobal.com. We would appreciate it if they could provide the email address linked to their iGenius account and/or their iGenius ID number so that can review their request. Additionally, we would like to clarify that iGenius does not tell potential customers that they will receive "interest" or a Tesla car if they make a purchase. iGenius is a publisher of financial research and education and all payments made to us are for access to our products. Such payments are not to be considered investments, as iGenius is not a financial advisor or wealth manager. iGenius does not hold neither does it invest funds on behalf of customers. Members that have selected to keep a subscription will be billed on a monthly basis. This subscription can be cancelled at any time by emailing support@igeniusglobal.com. In addition to this, all members are shown the refund policy during the enrollment process. Members have 10 days (14 days for EU residents) to request a refund for their initial payment only. Subscription payments are non-refundable. Chargebacks are a policy violation and if a member processes a chargeback their account is terminated because of the breach of the purchase terms. Additionally, chargebacks remove access to the product so customers will not be able to access their products after processing a chargeback. If this customer processed a chargeback and then emailed us asking for information on the status of the chargeback he would have been instructed to contact the bank for additional information, as the chargeback is processed by the customer and the bank and not by iGenius. The customer states that we refused to speak with him but all tickets sent to our support team are responded to in a prompt manner, usually within 24-48 hours. If the information the customer entered here is correct, the initial payment made on January 5, 2022 would not be refunded as it was requested outside of the refund policy. In any case, the customer may contact us at compliance@igeniusglobal.com for more information.
Customer response
01/06/2023

Complaint: ********

I am rejecting this response because: I INVESTED AS A GIFT TO MY DAUGHTER ******** ******** $999.99 (SHE LIVES IN FRANCE) CASE #****** her EMAIL ***************************
I GAVE PERMISSION TO HER FOR THE AMOUNT $999.99. When I CHECKED MY ACCT I NOTICED THE EXTRA CHARGES [$499.99] [$175.00] I CONTACTED MY BANK, THEN ******** SHE ASSURED ME THAT SHE WAS NOT TOLD OF ANY OTHER CHARGES. WHEN IGENIUS CLOSED THE ACCOUNT WE WERE NOT AWARE OF IT. ******** WENT AND GOOGLE IGENIUS THEN BBB MOST OF THE COMPLAINT WAS SIMILAR AND NEGATIVE. I DO HAVE PICTURES ******** TOOK WITH A TESLA CAR WITH CRIS FELVIA ONE OF THE AGENT. AN EMAIL FROM IGENIUS ADVISED ''GO TO YOUR BANK TO PROCESS THE RETURN''. I SPOKE TO MY BANK I WAS TOLD TO CONTACT THE MERCHANT TO BE REFUNDED. MY DAUGHTER WANTED TO CONTINUE, SHE WAS TOLD THAT THEY CANNOT REOPEN THE CASE SHE WILL HAVE TO PAY AS A NEW CUSTOMER. PLEASE I CAN'T AFFORD TO GIVE AWAY $999.99 THAT WAS A GIFT FOR MY DAUGHTER'S BIRTHDAY IN DECEMBER. YOU CAN CONTACT HER AT THIS #***********.
AGENT
WARN

****** ******- ******
Initial Complaint
06/20/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On the 27th May I joined a business that offers trading education. The business is called iGenius. Before signing up, I was not informed that the company would not be able to work in my country. I am originally from ************ but am currently in the US on a J1 ***** They did not mention that I would not be able to trade on a J1 ***** I find this extremely unprofessional and unfair. I hardly used the app after I found out this information because I don't see any point in me learning a skill that I can not use. I emailed them several times and I still have not gotten a response. I mentioned that $599.99 is a lot of money to me and I would like a refund because this is not my fault. They act like this kind of money is nothing but people need it. I want a refund and to cancel my subscription!!!I tried uploading the email screenshot here but it does not allow me to.
Business response
06/27/2022
The customer enrolled on May 27, 2022. During the enrollment process all policies, procedures, terms and conditions were presented. Including the refund policy, which the customer accepted in order to create an account. The customer requested a refund on June 18, 2022 stating that they were unable to use our products because third-party brokerage accounts had requirements the customer did not meet. ********************** is a publisher of financial research and education. iGenius is not a broker and it does not collect or manage funds for investment purposes from customers. The customer received full access to our products and the issues they mentioned are not with iGenius but with some third-party brokerage firms due to the requirements they have for their members. As a global company we have members in many countries, including ************, and this has not been an issue for them in the past. We suggested that the customer opens an account with a brokerage account with a brokerage firm that allows ************ citizens to have an account. Unfortunately we are unable to offer a refund because the problem in question is with a third-party company and not with iGenius. All iGenius products have been successfully delivered to the customer and the customer has access to such products.
Initial Complaint
06/02/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is a complete scam. From the distributors all the way to the top person. Everyone says if you learn the system and work hard and do your trades that you will make your money back. Well, that isnt the case. I have spent thousands on the education and the elite package and all I got was debt. I trusted this company to help me build my financial portfolio and they made it worse. To boot, being with this company exposed me to so many hackers and I have had my bank account hacked which that person stole even more money. I emailed support and wanted a refund for every single ***** I have paid and all I got was that they dont give refunds. I had high hopes for this company but they disappointed me. I advise anyone to not go with this company. They say they will help you but they dont. They take advantage of people like me that just want to make more money.
Business response
06/13/2022
The customer enrolled on September 21, 2021. Upon enrollment, all terms and conditions and policies and procedures were presented to the customer and the customer had to accept such terms in order to create an account. The refund policy is explicitly stated during the enrollment process and is also listed in our policies and procedures in the backoffice. On December 29, 2021 the customer sent an email requesting a refund, to which we responded that her orders are not eligible for a refund because such refunds were not requested within the specified refund period. We removed the credit card on file and the customer later added a new credit card to continue her subscription. The customer continued to use the products they purchased and even sent questions and a proposal to introduce a new product on February 2, 2022. On May 23, 2022 the customer requested a refund again and we stated that her orders are not eligible for a refund per our refund policy because they were not requested within the refund timeframe. The credit card on file was removed and no additional changes were processed. The products the customer ordered were delivered and the customer frequently used those products. The customer also mentioned being exposed to hackers and we recommend contacting local authorities for issues involving fraud. The company is unaware of these issues and was not a part of this. We adhere to the most strict privacy and security regulations. Our privacy policy can be found here: https://igeniusglobal.com/PrivacyPolicy.html. We apologize but no refunds can be processed for the customer's orders. Her account has been cancelled and no further payments have been processed since our last communication with her.
Customer response
06/13/2022

Complaint: 17302860

I am rejecting this response because no one told me about the refund process and the products were absolutely horrible.

Sincerely,

***********************
Initial Complaint
04/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
this transaction happen 2/21 I purchased a crypto bot to help me invest the law changed for crypto later that year in May of 2021. We were not allowed to use that software for trading anymore, and my bot was shout down. But I am still being charge for there services. the some total is over ***** dollars now for a service that I don't not have no r allowed to use. I have contacted the company many times called left messages and sent emails no response at all. they just keep charging me this needs to stop ASAP. PLEASE!!!!
Business response
04/07/2022
Our team has done an exhaustive search and were not able to find an account that matches this person's information. We received an email on April 6, ****************************************************************************************** our system. We requested this person's iGenius ID number and have not received that information yet. Additionally, we do not offer support over the phone and all support inquiries must be sent to our email address: ***************************************** We kindly ask that this person contacts us via email so we can assist him. The request must be sent from the email on file he has linked to his iGenius account.

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