Consumer complaint received 2021-08-13
Company: FinCo Services Inc DBA Current
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Last month it was scheduled for me to receive my child tax credit advance payment deposit on the XX/XX/XXXX I received the payment just fine on the XX/XX/XXXX. I was scheduled to receive the second payment from same child tax credit which is issued by the department of treasury mind you, on the XX/XX/XXXX. I was concerned when I did not receive the payment on the XX/XX/XXXX so being cautious I went ahead and went to the chat feature provided but the company app which says chat agents available 24/7. Was quite surprised when I discovered that instead of a chat agent being available to answer my questions instead I got a prompt from a robot that said nobody is available online at this time please leave a message and we will get back with you within 24 hours. I have made multiple requests through this chat feature through the support feature on their website I have called the phone number multiple times try different ways to access through the automated system to speak to a representative and still have yet to speak to a human being it is advertised everywhere that this company has customer support 24/7 I've had issues in the past and been able to speak to a person in less than 24 hours using the chat feature it is very concerning that all of a sudden I can not access a person on the chat feature I can not access the person calling the phone number I can not access a person using the support system on their website and on top of this my {$550.00} deposit issued by the government that I find very unlikely was not issued to me by the government and in no way the government 's fault is mysteriously non-existent I have now waited approximately 19 hours the 24-hour mark will be after close a business today which means I will not have access to my money before Monday and I understand this is not anybody 's problem but my own but it just so happens that this deposit was necessary to complete my XXXX-year-old 's birthday party and to not be able to speak to somebody in regards to this money is beyond me upsetting and I honestly feel like this company needs to be held accountable for this issue. When I could not contact somebody at current I read my agreement paperwork and found a phone number to call if I have questions in reference to my card and the number was for XXXX XXXX XXXX which is who issues the actual card. When I spoke to that person I was offered to be directed to a voicemail solution number. Which is just a voicemail and I had already left multiple messages prior to this but I feel this is important to this complaint because I am positive that it is False advertisement to say 24/7 customer support through a chat agent when in fact there is NO way to speak to a human and even the robot chat agent tells you that no one is available to assist at this time but leave a message and somebody will get back to you within 24 hours. That is not 24/7 chat agent customer service that is simply a text mail box and a voicemail box and in no way are either one of those seen as customer support.

Company response to consumer: Closed with explanation