Consumer complaint received 2023-09-04
Company: BANKMOBILE TECHNOLOGIES, INC
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XX/XX/XXXX, when I logged into my account it displayed a negative balance of - {$200.00}. My account should not have been placed in the negative or charged any opposing fees. Once payroll is disbursed into my checking account, I immediately transfer the funds to my savings. As I pay each of my bills, I transfer the exact amount into the checking account to ensure funds availability and that the bills are paid. There were no pending bills or charges for {$200.00}. When I transferred the {$200.00} to my checking account, it immediately was withdrawn. Where did this money go? I did not spend it. This is fraudulent and appears that someone within your bank is mishandling funds or committing fraud. I am sending this email to request the funds of {$200.00} be returned to my checking account. I sent several emails when this incident occurred. I also attempted to reach customer service at XXXX however, no one ever answered. I check my balance and monitor my checking account closely throughout the day. Now, it appears the bank is suggesting that I spent the {$200.00} after transferring the funds. However, I did not because it was immediately withdrawn. If they didn't charge me, where is my money? 


The bank responded on Monday : Dear XXXX, Thank you for contacting Customer Care. We would be happy to assist you. 

You recently contacted us regarding the transactions on your account. However, a review of your XXXX account shows that you don't have a charged for the amount of {$200.00}. 

Please log in to the website XXXX go to the " My Account '' menu and choose the " Recent Account Activity '' sub-menu for you to view your recent transactions. 

If there is anything else we can do to help you, please do not hesitate to contact us by replying to this email or by calling XXXX between the hours of XXXX and XXXX EST 7 days a week. We would be happy to assist you. 

Thank you, XXXX Customer Service XXXX XXXX XXXX, a wholly owned subsidiary of XXXX XXXX XXXX XXXX Accounts provided by Customers Bank , Member FDIC & Equal Housing Lender Dear XXXX XXXX We have received your inquiry and an incident number has since been created to investigate your concerns. We will either respond with a solution or request more information to resolve the issue. 

To avoid a duplication that could ultimately affect our response time, please refer to incident number XXXX for all inquiries regarding this matter. 

You can submit updates to and view the final disposition of this inquiry via the Your Account tab on the FAQ page. The FAQs link can be found at the bottom right-hand section of your account home page. Click on the Your Account tab and select the hyper link associated with the above referenced incident to view the details. 

For further assistance, you can also contact us at the Customer Care number listed on the back of your card between XXXX XXXX and XXXX XXXX EST 7 days a week. 

Thank you,

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