Consumer complaint received 2021-07-28
Company: N26 Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Unbeknownst to me, N26 was sending me emails requesting I verify my identity on my account. Apparently, they are going through a rehaul of security. The need to do so was not otherwise apparent in the application nor was I receiving urgent notification on my phone. I finally get a call from a rep on Friday XX/XX/XXXX telling me I need to verify my account or my account will get closed. I go on the app and click the verification button. It takes me to a page where I press next. I believe that took me to a page where it wanted me to take a picture of my ID, however, it was not clear and I pressed next again without anything submitted. The app then presented a message stating " Thank you for applying for an account ... .please contact customer service ''. Not sure why the app let me submit nothing or go through the steps submitting nothing. I try to log back into my account to retry the verification but now every time I log in to my app it takes me directly to this message and I can not see the rest of my account. I call support who tells me there is nothing they can do, that I should have been able to re-try the verification submission. I am told they have to escalate this to a special team that will take 24-72 hours. I advise that i am concerned this gets resolved before they close my account. I am told i should be contacted before that happens. Come monday I still hear nothing. I send an email asking what is going on. Tuesday comes and I am still recieving emails there going to closed my account. I send an email to their support desk with my ID attached to ensure this is done before they close my account. I recieve no response to 4 additional emails between Tuesday and Thursday morning. I call multiple times and chat with N26 representatives who promise me my account wont be closed and that i will be contacted. I recieve no email responses. Thursday morning, my account is closed. I call N26 who tell me there is nothing they can do to reverse the closure and that the balance will be sent to my mailing address ... to allow 72 hours to send the check and an additional 12 business days for it to arrive. I receive and email XX/XX/XXXX stating my balance and that it will be send to my address. XX/XX/XXXX I call N26 who tell me the check has not been sent yet at all. I ask how long am i supposed to wait as I have bills to pay and this is my life here that is financially suffering. I am told they can not tell me how long and when i ask if it will be months they so no it shouldnt be that long. I am offered to try an account tranfer so i give the rep my XXXX routing and account info. At this point i am extremely financially stressed as i have over XXXX in this account and it was closed to no fault of my own. The company has lied to me as to when they were supposed to send me the money and I am worried I am being given the run around again. When will I get my money back? Is this legal? Do I have legal recourse to sue for financial damages if this company doesnt get my my balance back ASAP? I can not believe a bank is not only closing peoples account for no reason, but telling them when they may get there money only for the customer to find out after 2 weeks they havent even sent the check yet? Where is the government oversight in this case ... .this bank is causing extreme financial and emotional difficulties in my life ... I rely on this money and now have no access to it at all until they decide to send it back ... Please help me.

Company response to consumer: Closed with explanation