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380 Portage Avenue
Palo Alto, CA 94306 | Get Directions

(314) 458-1933

https://www.step.com

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Total Amount in Dispute:
$726.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

2 complaints against Step closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Step

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9/9/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

7/26/2024

I put $500 on my step card and someone stole my phone and my wallet and took all my money and when I tried to get my money back they told me I can't have it back Resolution Sought I want my $500 back

Company Response

8/28/2024

Dear Courtney, Thank you for your patience while we conducted a thorough investigation into your recent claims. We take these matters seriously and have carefully reviewed all the relevant details. After a comprehensive review, our internal team has determined that the correct actions were taken. Please be aware that this decision is final and not subject to further appeal. We understand that this may be disappointing, and we encourage you to review our terms and conditions for any further clarification. If you have any questions or need further assistance, please feel free to reach out to our customer team at [email protected]. Thank you for your understanding. Best, Step Team

1/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $226.23 Amount Settled: $0.00

Customer Complaint

12/19/2023

Step.com got my husband's Debit card. They have taken 226.23 out of our account. I tried to call them. The had a recording directing people who had unknown debts on their account to safety@step. com. This came out of Great Southern Bank. On our statement: 00000000627915443523121010065600 STEP.com *TAMRA. this one was 62.79 Resolution Sought I would like to be reimbursed the money and have whoever stole it, pay it back. This company seems to be very illegitimate.

Company Response

1/8/2024

Hi there, we are sorry for the trouble this has caused you. Please know we take claims regarding unauthorized funding very seriously. For instances of unauthorized funding claims, please email our Safety team at [email protected]. Our Safety Team will gladly work with any third parties investigating your claim. With the proper documents and authorization, we can also work with your bank and/or the police department you filed your claim with. If you filed a claim through your bank, you may work with them directly to complete a LOI (Letter of Intent)/Affidavit. Once your bank sends the information over to Step, the information will be used to help recover funds, if available, within the Step platform and to release them to the rightful owner. Your bank may send the LOI/Affidavit to [email protected]. If you have filed a police report, send a copy of your report to Step by sending it to [email protected]. Additionally, the police department or agent assigned to your case can contact us by emailing [email protected] with a subpoena should they need any additional information. Best, Step Team

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