Consumer complaint received 2025-05-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Albert Corporation
State: TX

Complaint narrative:
The Albert app can be misleading or predatory because it markets itself as free but quietly enrolls users in a paid subscription ( Albert Genius ) after a trial, often without clear notice. Many users only realize theyre being charged when they see it on their bank statements. 

It also moves money out of your bank account automatically using features like " XXXX XXXX, '' which some users accidentally enable. Cash advances may be advertised as free or instant, but they often come with hidden fees or subscription requirements. 

Finally, canceling is difficult, and support can be unresponsive, making it hard to stop unwanted charges. 

Albert  uses fine print, vague terms, and confusing app design in the following ways that can mislead users and lead to unexpected charges : XXXX. Fine Print in the Free Trial Albert offers a free trial of its premium service, Albert Genius, but the trial automatically converts into a paid subscription ( typically {$4.00} $ XXXX ). This information is buried in the fine print rather than clearly highlighted during sign-up. Many users dont realize theyve agreed to a recurring charge. 

Result : People believe theyre using a free app, but end up getting billed after a short trial without noticing. 

XXXX. Vague Language Around Features Albert uses friendly, vague terms like : Smart Savings sounds helpful, but it gives Albert permission to withdraw money from your account automatically. 

XXXX XXXX implies quick access to money, but instant transfers cost extra, and eligibility is unclear. 

These phrases make the services sound safe and helpful without explaining the conditions, fees, or commitments involved. 

Result : Users dont fully understand what theyre opting into until money is already moving or charges appear. 

XXXX. Confusing App Design Alberts interface : Doesnt clearly separate free and paid services.

Hides cancellation options deep in menus, or requires users to contact support.

Doesnt give prominent alerts before charging for Genius. 

This design creates friction and confusion, especially for users trying to cancel or avoid being charged. 

Result : People feel tricked into staying subscribed or paying for services they didnt mean to use. 

No Easy Cancel Button There is no obvious, one-click cancel button in the apps main menus or settings. Unlike most subscription-based apps ( like XXXX or XXXX ), Albert hides the cancelation flow within less intuitive parts of the app. 

You must go to the Profile tab > Help > Contact Support and then request cancellation manually. 

The app tells you to text " cancel '' to XXXX, but that method doesnt always work or doesnt result in confirmation. 

Effect : Youre forced to dig through menus or contact a person, which increases friction and delays. 

XXXX. Human-Only Cancellation Albert requires you to speak to a support agent to complete cancellation, rather than allowing an automated process. 

Users have to wait for a support rep to reply, which can take days. 

Sometimes you never get a reply or are bounced between generic help messages with no follow-up. 

Effect : The longer it takes to cancel, the more likely you are to get billed again. 

XXXX. Slow or Non-Responsive Support Takes too long to reply ( sometimes multiple days ). 

Ignores cancellation requests. 

Does not confirm when cancellation is successful. 

Continues to charge users even after they thought it was cancelled. 

Sometimes they tell you the subscription was cancelled, but charges reappear. 

Effect : Youre left in limbouncertain whether youre still being charged.

Lack of Clear Transaction Labels The withdrawals often appear on your bank statement as something generic like Albert Genius or Albert App, without detail. 

The app doesnt give timely warnings, the language used is vague, Cancellation is hard, and the charges can show up long after the user last interacted with the app.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation