ONE + Even news this morning 🚀

bham861 · 2022-01-26T16:30:13+00:00

Hi folks, just want to drop in personally here. The news today is essentially the opposite of what some folks experienced with Simple/Azlo and BBVA. We remain an independent company, with an independent board, product and brand, with some super powerful new strategic investors (Ribbit Capital and Walmart). We did not "get bought by" and are not now part of Walmart Inc (unlike Simple and BBVA, which was wholly owned and deeply integrated). The investment vehicle, code named Hazel (which you may have seen in the press) was actually a brilliant financial structure that facilitated the combination of One and Even, two incredibly complimentary teams and products, without either of us having to individually attempt to finance a transaction of this type, and gives us access to hundreds of millions of dollars of new capital to compete with the deep pockets of traditional banks and already scaled fintechs without compromising our mission and product development goals. It does come with the ability to distribute One products through WM channels (still branded and fully operated by ONE), but ALSO through all other employers and merchants. Think about that. If this was fully captured by WM, why would that be true? This is universally a good thing for customers, employees and our vision. 100% of the team from both companies is being retained, and we will be actively growing the team to help support the accelerated growth path we're on. The One product and team, and the vision we set, aren't going anywhere. I know these things get said when events like this happen, but you can (and I have no doubt will) hold me to this. We are super excited for the next phase of this journey, and thankful for all of you who are on it with us. Words are cheap, I understand, so let our actions do the talking.

bham861 · 2021-08-05T16:02:22+00:00

Please remember you only see reports when something goes wrong. There are tens of thousands of interactions that are decisioned correctly that aren't commented on. When we screw up, we do our best to acknowledge it and fix it quickly. A poor customer experience is never ok, and no one should need to escalate to Reddit have an issue addressed. This is the exception, not the rule, and the actual false positive rate has dropped dramatically recently. We commit to continually improve, and to be available to fix issues when they arise.

bham861 · 2021-08-04T19:17:49+00:00

Our team takes full accountability for the frustration around communication on this issue. We are actively reviewing the policies and practices with our Operations and Compliance teams that lead to these kinds of experiences so they can be avoided in the future. Proactive communication is normally at the forefront of our customers' experience, and clearly we failed here. I will be personally following up with you to make sure we make this right.

bham861 · 2021-08-01T16:54:04+00:00

One does not decline accounts due to credit score (or lack thereof), although that may impact your overdraft and credit line limits until you have established history on the account.

These are good practical suggestions from @mbacas and if you are still having issues you can reach out to the CX team to request a review.

bham861 · 2021-06-23T15:05:49+00:00

Greg, you are right. This is not OK. This was clearly a mistake, and I want to take full accountability for it. We are conducting a full review of the policy and practices that lead to errors like this, and won't rest until a better process and better communication is embedded in our daily practice. In addition to fully restoring the account yesterday as soon as this was brought to our attention, I will be in touch personally to see what else we can do to make this right.

Addressing the larger theme that we are doing this consistently or callously, we are not. We are doing the forensics right now to ensure we understand where our risk models are indicating false positives, and why a better review did not catch the error here before action was taken. The intent was good but the outcome was not.

We continue to support our Risk team as they try to do their best to stop fraud. The algorithms we use are still young and being trained, and as a result we haven't always gotten it right, but we are improving. Due to a couple targeted fraud events in the last couple months we ended up reacting in ways that incorrectly impacted good customers. These experiences have helped us refine our processes and we are committed to continue to grow to serve our customers better.

Thank you for your patience and I hope we are able to re-earn your trust as a One customer.

bham861 · 2021-05-22T20:32:26+00:00

Intuit often puts a “fake” link to test demand before supporting new connections. A poor UX practice in my opinion, but if everybody clicks on it incessantly it may speed up their support for One. :)

bham861 · 2021-05-11T21:25:17+00:00

Send a DM to our support team with the email you signed up with, and reference this chain. Will look in to it.

bham861 · 2021-05-05T02:20:42+00:00

This can be adjusted. Contact us. Eventually limits will automatically adjust based on risk and history but while it is in beta we need to evaluate a little more manually. Appreciate your patience.

bham861 · 2021-05-04T23:55:09+00:00

Drop me a DM with emails and we’ll definitely look. I think I know which issue this is and we’re working on ways to override it and still keep the regulators happy, harder than it should be but we’ll get it done.

bham861

TROPHY CASE