Customer Reviews (500)

SparkyBlueMonday • 2025-03-27T21:38:27-07:00

Have tried to cancel my subscription and Brigit will not stop charging 8.99. At this point, I might as well switch banks cause it would be much easier then dealing with their customer service and get nothing done.

Breezy_4oh7 • 2025-03-27T20:21:29-07:00

I’m starting to wonder what your income has to be to borrow more than $50. My income increased by $1200 (all direct deposits) and still I’m only offered $50 or less. What’s the threshold?

ticomax20 • 2025-03-27T18:36:57-07:00

I love App 📱

Summary of Key Insights

The Brigit app aims to provide cash advances and credit-building tools, but user reviews reveal a mixed experience. While many users appreciate the app's ease of use and its ability to provide quick cash in emergencies, significant concerns exist regarding subscription fees, low advance limits, processing delays, and customer service issues. The app's marketing may be misleading, as some users report being charged subscription fees without clear upfront disclosure and difficulty canceling subscriptions. There's a significant discrepancy between the promised benefits and the actual user experience for a notable portion of users, as evidenced by the high number of 1-star reviews. Overall sentiment is polarized, with a large number of 5-star reviews balanced by a significant number of 1-star reviews, suggesting that the app either works very well for some users or is highly problematic for others.

  • Overall Rating: Based on the provided score distribution, the approximate overall rating is 3.6 stars.
  • Strengths: Quick access to small cash advances, easy to use interface, potential for credit building (for some users).
  • Weaknesses: Unexpected subscription fees, low advance limits, difficulty canceling subscriptions, slow payment processing, poor customer service, misleading advertising.
  • Sentiment: Polarized - significant positive and negative feedback.

Quantitative Metrics:

  • Total Reviews: 500
  • Score Distribution:
    • 5-star: 297 (59.4%)
    • 4-star: 18 (3.6%)
    • 3-star: 19 (3.8%)
    • 2-star: 25 (5%)
    • 1-star: 141 (28.2%)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but the reviews appear to be recent, spanning from at least November/December 2023 to January 2024.
  • Analysis Methods: The analysis involved manual review and categorization of user feedback. Key themes and pain points were identified based on the frequency and intensity of mentions. Sentiment was inferred from the star ratings and review text. Keyword extraction was implicitly used to identify common issues (e.g., "subscription," "cancel," "advance limit").

Key User Pain Points

  • Unexpected/Unwanted Subscription Fees: Numerous users report being charged subscription fees without clear upfront disclosure, difficulty canceling subscriptions, and continued charges even after cancellation. This is a major source of frustration and perceived as a scam.
  • Low Advance Limits: Many users complain that the advance limits are consistently low (often $50), even after using the app for a long time and making timely repayments. This limits the app's usefulness for many.
  • Slow Payment Processing: Users frequently mention delays in payment processing, both for receiving advances and for repayments. This can take several business days, reducing the app's value for immediate needs.
  • Poor Customer Service: Complaints about customer service include unhelpful automated responses, difficulty reaching a live agent, and unresolved issues.
  • Difficulty Connecting Bank Accounts: Some users experience problems connecting their bank accounts, preventing them from using the app.
  • Inability to Increase Advance Amount: Despite promises of increased advance limits over time, many users report that their limits remain stagnant.
  • Account Login Issues: Some users are experiencing login issues, preventing them from accessing their accounts or canceling subscriptions.
  • Incorrect Due Dates: Some users are experiencing incorrect due dates for their advances, leading to NSF fees.
  • Double Charging/Unauthorized Withdrawals: Some users report being double-charged for advances or having unauthorized withdrawals from their accounts.
  • False Advertising: Some users feel the app is falsely advertised, promising higher advance amounts that are never realized.

Frequently Requested Features

  • Higher Advance Limits: The most common request is for higher advance limits that reflect users' income and repayment history.
  • Faster Payment Processing: Users want quicker processing times for both receiving advances and making repayments.
  • Easier Cancellation Process: A simplified and more transparent subscription cancellation process is needed.
  • Improved Customer Service: Users desire more responsive and helpful customer service, including access to live agents.
  • Clearer Disclosure of Fees: Upfront and transparent disclosure of all fees, including subscription fees, is essential.
  • Manual Bank Connection Option: Provide an option to manually connect bank accounts for users whose banks are not supported by Plaid.
  • Ability to Pay Early: Enable users to make early repayments without restrictions.
  • Refunds for Unused Subscriptions: Provide refunds for subscription fees when users are unable to obtain advances.

Strengths and Positive Aspects

  • Easy to Use: Many users find the app easy to use and navigate.
  • Quick Access to Cash: The app provides quick access to small cash advances, which can be helpful in emergencies.
  • No Interest or Late Fees: The absence of interest and late fees is a significant advantage.
  • Credit Building (for some): Some users report that the app has helped them build their credit score.
  • Helpful for Avoiding Overdraft Fees: Some users appreciate that the app helps them avoid overdraft fees.
  • Straightforward: Some users find the app straightforward and appreciate the lack of hidden terms or charges (though this is contradicted by other reviews regarding subscription fees).

Prioritized Action Recommendations

High Priority:

  1. Address Subscription Fee Issues: Implement a transparent and upfront disclosure of all subscription fees before users enter their banking information. Provide a clear and easy-to-find cancellation process. Issue refunds to users who were charged without clear consent or who were unable to use the service.
  2. Improve Customer Service: Invest in a responsive and helpful customer service team, including live agents, to address user issues promptly and effectively.
  3. Reduce Payment Processing Times: Optimize payment processing systems to reduce delays in both receiving advances and making repayments.
  4. Investigate and Resolve Bank Connection Issues: Address the issues with connecting bank accounts, including providing a manual connection option.
  5. Address "Fake Review" Claims: Investigate the claims of fake reviews and take steps to ensure the authenticity of the app's ratings and reviews.

Medium Priority:

  1. Increase Advance Limits: Evaluate the criteria for advance limits and consider increasing limits for users with a positive repayment history.
  2. Improve Eligibility Clarity: Provide a clearer explanation of the eligibility criteria for cash advances.
  3. Fix Login Issues: Address the reported login issues and provide a reliable way for users to access their accounts.
  4. Correct Due Date Errors: Fix the algorithm that determines due dates to prevent incorrect due dates and NSF fees.

Low Priority:

  1. Enhance App Interface: While generally considered easy to use, consider minor UI/UX improvements based on user feedback.

Opportunities for Startup Ideas

  • Transparent Subscription-Based Cash Advance Service: A cash advance app with a completely transparent subscription model, where all fees are clearly disclosed upfront and cancellation is easy.
  • Credit Building Focused on Small, Frequent Transactions: An app specifically designed to build credit through small, frequent transactions, with a focus on education and responsible financial habits.
  • Cash Advance Service with Personalized Limits: A cash advance service that dynamically adjusts advance limits based on individual user's financial history and needs, rather than relying on a fixed, low limit.
  • Financial Literacy Integration: An app that seamlessly integrates financial literacy resources and tools to help users improve their overall financial health.
  • Banking-as-a-Service for Cash Advance Apps: A platform that provides banking infrastructure and compliance tools specifically tailored for cash advance apps, enabling them to offer more reliable and transparent services.

Trends and Observations

  • Polarization of Sentiment: The large number of both 5-star and 1-star reviews suggests a highly polarized user experience.
  • Recurring Complaints: The same issues (subscription fees, low limits, slow processing) are mentioned repeatedly, indicating systemic problems.
  • Impact of Fees: The subscription fees are a major deterrent for many users, especially those who are unable to obtain advances.
  • Comparison to Competitors: Users frequently compare Brigit to competitors like Dave, Earnin, and Empower, often highlighting the advantages of those apps.
  • Lack of Trust: The negative reviews erode trust in the app and its promises.

Conclusion

Brigit has the potential to be a valuable tool for providing quick cash advances and building credit, but it is currently undermined by issues with subscription fees, low advance limits, slow processing, and poor customer service. Addressing these issues is critical to improving the user experience and building trust. The app's marketing should be more transparent, and the company should prioritize customer satisfaction. A focus on fairness, transparency, and reliability is essential for Brigit to achieve its full potential.

Overall Recommendation: The app requires significant improvements to address user pain points and build trust. Without these changes, users are likely to continue seeking alternative solutions.

Original App Link

https://apps.apple.com/us/app/brigit-cash-advance-credit/id1341884073?uo=2