Consumer complaint received 2023-12-11
Company: Dave Operating, LLC
State: MA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Payday loan
Issue: Can't contact lender or servicer

Complaint:
I opened CFPB complaint XXXX as Dave Inc fraudulently refused to revoke debit authorization to my account. They acknowledged fault in that complaint ( I have copied the complaint details below ), and offered remediation of refund by way of check. The complaint indicated the check for XXXX was mailed to my home address XX/XX/23. I have not received check ( or proof check exists ). I have attempted on XX/XX/23 and XX/XX/23 via email to request update and expedition of the check with zero response from the support team other than a ticket number. I have attempted to call support multiple times but the automated system disconnects me, indicating my account is closed. When calling from an unidentified number, the system will not let you connect to an agent without entering personal identifiers, which again, tells me my account is closed, directs me to the online help desk and disconnects my call. They have rendered me unable to contact them to follow up on the XXXX $ that they have indicated has been mailed to me. At this point I do not believe they have mailed me a check. This issue has caused negative and unwarranted stress and financial hardship for me during the holidays, extreme frustration, endless calls and emails ( totalling greater than 5 hours among multiple financial and government agencies ) discourse with my bank. 
Dave has not followed ANY regulations around account access or communications. And they have taken away all of my rights to my own money at this point, giving me no ability to even get a status update on this check. 

Original complaint, which I do not consider resolved : Complaint ID XXXX I made several attempts via Social Media and App XXXX XXXX  ( per the described, outlined methods of contact in the outlined contract ) revoking ACH and debit access to my account. On XX/XX/23 I made 3 requests for due date extension, which went unacknowledged. I proceeded on XX/XX/23 to revoke account access expressly and in writing via the App XXXX XXXX and Social Media XXXX. Both requests were acknowledged as received, however Dave only moved forward with due date extension and I still had to confirm and continue w/ revocation. Revocation of ACH was completed on XX/XX/23, however Dave representatives state it is impossible for them to revoke debit access. This has been said multiple times by them in writing. They then processed XXXX $ debit on my card after revocation - XXXX still pending ( unauthorized ) withdrawal XX/XX/23. I opened a XXXX complaint against them, and they keep updating the XXXX complaint requesting I email in on the original email chain. I did x3, no response. i created a new ticket, no response. I called today and spoke to manager XXXX, who says original ticket is closed, no one will respond to that ( so why they are instructing on the XXXX ticket for me to email in on an inactive ticket is beyond me, and why they didnt respond to new ticket is beyond me ). XXXX confirmed it is impossible for him to revoke debit access, but they have escalated to corporate to investigate and someone will call me back. I requested a timeline of callback, they refuse to provide one. I told them I intended to file Attorney General complaint ( i did today ), any other complaint within my legal rights, and consult a lawyer if possible. I also will put a stop payment to them on all debits/charges, which costs me XXXX $ that I should not have to pay, to try and ensure that the payment doesnt process, but I am concerned they will change their name slightly to take the funds, as well as break the amount up, after I have revoked access to my account and they have no legal right to do. It is of note, we are well outside of any needed payment revocation authorization window needed, so any request to revoke should be able to be processed, as payment date is XX/XX/23 and I have been requesting in writing since XX/XX/23.

Company response to consumer: Closed with explanation