Consumer complaint received 2025-08-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Earned wage access
Issue: Confusing or missing disclosures — 
Company: Payactiv, Inc.
State: AZ

Complaint narrative:
I had a complaint closed for Payactiv. 

Complaint : XXXX To Whom It May Concern, I am submitting this supplemental response regarding my original complaint against Payactiv, Inc. Their reply is misleading, incomplete, and shifts blame for issues that stem directly from their own actions. This includes repeated violations of the Electronic Fund Transfer Act ( EFTA ), their own published Terms and Conditions, and a clear lack of accountability. 

Here are the key facts : On XX/XX/year>, I revoked authorization for all future deductions via Payactiv live chat. I reiterated this revocation in writing on XX/XX/year>. 

Despite this, Payactiv withdrew {$740.00} from my paycheck on XX/XX/XXXX, and again withdrew {$860.00} on XX/XX/XXXX both without valid authorization. This violates EFTA ( 12 CFR 1005.10 ).

In their response to the CFPB, Payactiv claimed I submitted my revocation requests " after their cutoff period. '' However, this is not a valid legal defense under EFTA. Furthermore, their own Terms and Conditions ( Section 3.5 ( b ) ) clearly state : " You may revoke your authorization for any deductions or debits as applicable prior to the end of your Pay Period without fee by calling customer service. '' I revoked authorization on XX/XX/XXXX ( prior to the XX/XX/XXXX pay period ending ) and again on XX/XX/XXXX ( prior to the XX/XX/XXXX pay period ending ). In both cases, I complied with their stated policy by revoking before the end of the applicable pay period. 

A Payactiv representative, XXXX XXXX, even emailed me a copy of their Terms and Conditions and specifically told me to review Section 3.5 ( b ). Ironically, he directed me to the very section that proved Payactiv was in the wrong. 

I had to repeatedly explain and point this out to Payactiv staff, who initially denied I had revoked in time. Only after forcing them to re-read their own Terms and Conditions did they finally agree to issue a refund for the second deduction nearly two weeks later.

Despite these clear facts, Payactiv has taken no accountability. They continue to blame me, or deflect to my employer, when in fact Payactiv is the party that initiated the deductions. They have violated federal law, ignored their own published policies, and caused direct financial harm including overdraft fees, unpaid bills, and emotional stress to my household ( while my wife is pregnant ). 

At no point has Payactiv offered an apology, accepted responsibility, or attempted to make this right. Instead, they repeatedly painted me as the problem, when I followed every rule they provided.

Requested Action : I respectfully request that this case be reopened and referred to the appropriate enforcement division. Payactiv has engaged in repeated violations of EFTA, misrepresented its own policies to me and regulators, and failed to implement a lawful and timely revocation process.

I have, since filing this, have tried again and again to contact Payactiv. I keep getting the same run around that somebody will call me back. They do not follow up with their commitments. I believe they are hoping I will just forget about it. 

Attached is their terms and conditions that I followed, and yet they stated I did not comply with their " cut off time frame '' which I clearly did. 

This makes them the sole issue for not ho bring my revocation request. The issue is they did not follow.the law OR their own terms and conditions, and instead chose to blame me for their mistakes.

Company response to consumer: Closed with explanation