Consumer complaint received 2023-07-31
Company: Be Money, Inc. (DBA Daylight)
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Companies involved include XXXX and their banking as a service partner bank XXXX, XXXX XXXX and their partner bank have knowingly and purposely withheld over {$300.00} from me for over a month, and have now stated that it will be another month before I receive a final check -- despite stating that XX/XX/2023 was the final date of XXXX XXXX business. 

A timeline and breakdown of the events : On XX/XX/2023 I was notified via email that XXXX was closing. In this email, two things were stated by XXXX : 1 ) Account would be closed on XX/XX/2023 XXXX ) New funds could only be deposited until XX/XX/2023 ( which had already passed at the time of this email being sent to me on XX/XX/2023 ). 

The XX/XX/2023 email is the FIRST correspondence from XXXX about them closing down as a business. 

I confirmed my address and asked them to please send me a check, as I could no longer access the funds in the account. On XX/XX/2023, customer service rep " XXXX '' messaged back saying " Your address has been updated so you are all set. I hope you have a great rest of your week! '' On XX/XX/2023, I received a new DEBIT CARD in the mail. This confused me as it was contradictory to the fact that a check was being sent and that XXXX was closing down as a business. 

I messaged in on XX/XX/2023 and notified them, as well as inquired about when I would receive the check. The message was read within 1 hour. However, I received no response. 

On XX/XX/2023, I reached out again. I asked for a status update on my check, and asked if I could setup an external transfer to pull my funds out of the XXXX checking account instead. 

Both my XX/XX/2023 and XX/XX/2023 messages to customer support showed that they were being received and read by XXXX, but I received no response from them. 

Today ( XX/XX/2023 ), I logged back in once more to see about an update as I have still not received any final check containing my funds. Upon logging in today, I received an error message stating " no account found ''. Despite the error, it did show me my prior conversations with XXXX customer support. I messaged in once more, and I received an almost immediate response stating that I had never contacted them before, and they had no record of any prior conversations. This is a false statement, as I have literal screenshots ( and an email receipt ) of my past conversations with the XXXX team. 

The same customer rep " XXXX '' wrote me back stating that as of XX/XX/2023, my check won't be sent for approximately another 2 weeks. She then asked me to confirm my address -- all of which was done previously. Full transparency - by the time they actually issue the check I will have moved addresses ; so I had to provide my new address ( which is not inline with the address I had on file ). I am notating that here in the complaint because I am just assuming that will also somehow delay things even further. 

Upon my writing back to give her an updated address, the chat was DELETED once again by XXXX. I had to initiate a new chat again, and go through all the motions once more. 

I am not confident that my address is actually updated, nor that I will ever receive a final check for my $ XXXX dollars that are currently in my XXXX account. Every time XXXX responds, the timeline is pushed out further and further. At this point it seems as if XXXX is purposely withholding my funds.

Company response to consumer: Untimely response