Consumer complaint received 2023-04-11
Company: Albert Corporation
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Albert banking offered a bonus of XXXX to whomever I referred and XXXX to me If they opened a new account and set up direct deposit. The money would be disbursed after that deposit was made 3 months in a row and if the debit card was used for at least XXXX for 3 months in a row. I sent referral link to XXXX XXXX. We both had issues getting the direct deposit done because it was our understanding that Social security would only allow that information to be updated in person. The direct deposit was delayed further due to nobody responding to our pleas for help. XXXX and I explained all this to Albert in case they tried to use that delay as reason for disqualification. As a matter of fact Albert still acts like XXXX nor I have funds directly deposited. That observation is due to any time we ask about sometjing that mentions direct deposit they give us instructions on how to set it up but more importantly they offer instant cash loans of up to XXXX. Before the deposit XXXX allowed advances of XXXX It was only this month that XXXX allowed me to get XXXX but they still only offer XXXX XXXX. The lack of increase can not be blamed on how we handled advances in the past because XXXX always repaid his in timely manner. I was late for a while repaying because its repaid by the account of your choosing but for the longest while I could not find a way to choose any other bank other than my old closed XXXX XXXX and everytime I asked for help they give me instructions on how to set up direct deposit despite being told it was already done a dozen times at least. Anyway because I was so tardy at repaying the advance my access to instant cash was blocked for several months.. Since we were not able to use the app to set up deposit we offered print out from.SS site proof that social security had the updated info but Albert said they would only accept proof by the actual deposit. SS required a full month of waiting between different banking which we also relayed to Albert.

Once the 3 monthly deposits had been completed as well as the debit card use we looked for pur bonuses but they did not come soI reached out to Albert, who bothered way will only corespond by email or text, they absolutely do not allow any phone interaction. Alberts response was that Social security benefits aka our XXXX benefits disqualified XXXX and myself. However, the fine print for that bonus and similar bonuses that came later under the lost of ineligible deposits only short term XXXX benefits and XXXX benefits it does not include social security XXXX or even social security benefits of any kind. 
To this day we still have not gotten those bonuses despite pointing out the discrepancy between what they claimed were the rules and of the posted rules. 
The final straw that made me reach out is going on right now I placed an order with home shopping network the order was canceled so I temporary hold of {$330.00} had to come back to my account XXXX I'm shopping at work get a reversal of funds on the XXXX to Albert and a release of funds on the XXXX to Albert I was supposed to get the money back within 72 hours of the cancelation it is now the XXXX I still have not gotten my money They they they keep claiming that they are looking into it but they have no control over when the money is released only the merchant does. I even contacted XXXX XXXX XXXX  myself and got the confirmation code for the reversal and the confirmation code for the release of funds I gave that to Albert I was then told and I " since the merchant has confirmed the release of funds we need documentation to confirm the release of the funds and I asked him what kind of idiotic double talk that was they still will not give me my money back I asked for refund on another charge that was done through my Albert from the company from this other company yesterday And this afternoon that money is already back in my account which goes against Albert 's claim that it could take up to 10 days that it always takes a while and I point out and how come the other company I got my money back in one day but I still have not got my money back XXXX XXXX XXXX Since they do not allow anything other than text I can't even call supervisor I can't do anything because they'd held on to this money My XXXX account has taken a negative hit because and item that I made an offer on and one Was canceled due to non payment Now that limits different sellers that will allow me to make bids and buy on their items because XXXX gives the seller adoption to choose whether or not they will accept set buyers they have non payment negative marks on their records Not to mention the fact that the item that got canceled on me for non payment is a whole lot more expensive this was the only seller I found that operated at a price that was under {$100.00} so as far as I'm concerned XXXX owes me a XXXX my husband a XXXX along with the XXXX plus change that I'm supposed to get back to XXXX XXXX XXXX  but I also feel that I should be compensated for {$100.00} Which is what the item cost that was canceled by XXXXConsidering the fact that I won't find it at that low price anywhere else and the fact that the 7 daysThat they've been holding on to my money they've been making interest off of it. It's a shame there isn't some way to put a price tag on the miseys i have endured. The endless hours of crying. My suffering is immeasurable due to hours of sending countless texts. Not to mention anxiety that caused me to be unable to sleep so desperate for a resolution by giving me back my money and if it were up to me justice

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation