Consumer complaint received 2023-01-23
Company: Grain Technology, Inc.
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2022, I received an email stating that my annual fee payment of {$80.00} has been initiated from linked banking account. On XX/XX/XXXX, I received an email for my payment reminder. XXXX XX/XX/2022, I received an email stating my account was 1 day past due. How is my account past due when my checking account was linked? I found that to be odd, so now I'm reaching out to support and not getting through to anyone. I continued to receive the follow emails but now is assisting me with figured out why my bank account was unlinked : XX/XX/XXXX - 2 weeks past due XX/XX/XXXX - 1 day past due XX/XX/XXXX - 60 days past due as of today - 120 days past due On XX/XX/2022, I was finally at my wits end and XXXX XXXX XXXX  : " please help. My checking account continues to be disconnected from grain and I'm not notified until AFTER the payment is past due. I can not sign in on the app. I've already reconnected my checking account but the original connect your checking account screen is back up. What the heck am I suppose to do? ". The received a DM and provided them with my email address. The next day someone reached out to me through email the next day. I advised her, " My account is currently past due because I can not get into it. Every time my account disconnects from my checking account Grain does not notify me until after a late charge hit my account. Ive tried to reconnect my bank account several times. I even have a text from XXXX saying XXXX has been authorized to connect but my account is stuck on generating an offer. Why is an order generating? I just want to sign in and make sure my status is good. Ive tried to call many times and it gives me an time range of when you can speak to support and the line just go dead during that time. I really dont want to have to report Grain but if we can not figure this out then I will have to. Its messing up my credit. Please see attachment for the screen its been stuck on for 2 days now. I was advised I would be notified when because it was taking longer than usual. It hasnt done anything ''. I provided a screenshot of what the app was doing at that very moment when I pulled it up. She came back and said, " Please uninstall the Grain app for me. Then turn your phone off and then back on. And lastly, reinstall the Grain app so we can make sure you are using the most up-to-date version of the app. Once you have done that, sign in as normal and let me know if that changes anything on your end. I am attaching a payment link for your convenience : XXXX XXXX XXXX XXXX Please use this link so you can make a payment towards the Grain balance ''. Not only did that link NOT work, I completed the steps that she ask of me. In the meantime, I tried to pay through that personal link. That link did not work and there wasn't a payment option. I emailed them back again and advised them that the link didn't work nor did the delete/reinstall option work. The app still goes to the same screen. I received this generic email, " Thanks for your request you reached us outside of business hours. In the meantime check out our support page ( https : //trygrain.com/support/ ) for any questions you may have.

We look forward to following up with you as soon as we are back at our desks ''. No one ever followed back up with me. Not only am I not receiving any support, I am now 120 days past due. My credit score has dropped by over XXXX points because of this. My grain account has always been in good standing. There are many people responding to my tweet to Grain that experienced the same issue so you can clearly see that I am not the issue. It is soley on Grain. After all the comments, they respond with the same generic message days

Company response to consumer: Closed with explanation