Consumer complaint received 2023-08-28
Company: BANKMOBILE TECHNOLOGIES, INC
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX, I scheduled a money transfer from Bank Mobile Vibe ( aka BM Technologies & XXXX  ), to my main bank accountXXXX XXXX XXXX, in the amount of {$1500.00}. On XX/XX/XXXX, I was sent 2 consecutive emails stating my account was being investigated and reviewed for " security reasons '' and my account was now restricted and this " investigation '' could take up to 5 business days to complete, or longer if I don't respond to them. However, their " email notice of my account restriction and investigation '' for whatever unspecified " suspicious activity '' is from a " do not reply [ type of ] email '' and they didn't include any form of contact to reach out to them - except the " customer care agents '' that can not nor do not provide any information. 

I didn't see this email, and upon noticing my bank 's transfer being refused, I went to use the debit card to just start pulling out funds, planning to manually deposit it into my XXXX account. However, after going to several ATMs, thinking the reason my card wasn't able to be used at each one was due to THAT particular bank not providing service in combination with my card or XXXX XXXX XXXX account. However, I got the same rejection of access with each. I came home, tried to log in, but my password wasn't working, thinking I may have put it in wrong, I tried various ways, ultimately trying to " reset '' my password. While I received my " temporary password '' text, the conclusion of that attempt only results in me getting a message stating my account has been blocked for security purposes, and to call their customer care desk- in which they repeatedly and persistently have told me they can not give me any information as to what and why my account is being " investigated '' for. 

I have zero information given to me as to why my account is being investigated. I have been told by customer care agents that I just have to wait to hear from them through email to the conclusion of their investigation that does not have a time period and could take longer than 5 days to any indefinite time period, and that they do not have a contact number or email and there isn't anyone I can speak with. I have requested to speak with a supervisor, on the XXXX, who told me the same thing, that he wasn't able to provide any information whatsoever as to what's happening with my account. 

As of now, when I call in, and provide my account numbers for " verification '', the automated service tells me that those numbers are " invalid ''. My debit card number also shows to be " invalid '' by the automated system. 

I have zero access to my account, funds, and any information pertaining to any of those things as well ; including this investigation or blockage that restricts me from any access to them. 

While I have called in numerous times, I did not record each time I spoke to someone, beyond a couple of times. Those few times I did speak to someone are listed below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX - I spoke to " XXXX '', a female, who told me repeatedly she couldn't provide any information about my account or the investigation being done on my account. I then asked for a supervisor, ( a male ) who told me the exact same thing. It sounded like they were on speaker, and I could, at various times during the conversation after her " supervisor '' came into the conversation, laughing quietly while I would be speaking. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) He told me the same thing as everyone else, that he couldn't provide any information regarding anything on my account and if I kept calling back, that they would keep telling me the same thing. He also initially greeted me with " I've seen you've called numerous times this week ... ''- same as the other reps whom I've spoken with, then proceeds to ask if there is anything new I'd like to ask to say. Upon asking him where he was located, he became hesitant, until I assured him I knew it was an overseas bank, he then stated he was in the XXXX. Again, I got no where in gaining any information or access to my account or funds, even after requesting they forward me the funds and close my account. He stated he couldn't do anything until this " investigation '' is completed, and that could take an indefinite time period. 

I contacted them through XXXX, the messaging service, since the only way to " email '' them is by logging into your account to get their email address, and since I'm being blocked and restricted from my account, I can not do that. So I contacted them through XXXX  on XXXX. A " XXXX '' responded, acting helpful initially, then told me the same thing at the conclusion of our communication, forwarding me to their " Customer Care Agents '' who tell me the same thing. 

I did, before realizing my account is completely restricted from me in every way, try a second transfer to the same bank as my initial transfer, XXXXXXXX XXXX. Obviously that was declined by Bank Mobile, too, concluded on the XXXX of XXXX. 

At present, I am denied total and complete access to any information about my account, funds, and information regarding these properties, through phone, any form of email contact, or even snail mail as of yet.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation