Consumer complaint received 2023-04-13
Company: Dave Operating, LLC
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I was alerted by my Dave 's Banking app that a purchase had been made in the amount of {$1.00} to a XXXX XXXX account owned by an " XXXX XXXX '' ( No idea who that is ). I was pinged 3 more times in succession with more {$1.00} unauthorized transactions for this person and then one for {$2.00}. I automatically assumed fraud and went to freeze my cards ( a feature provided within their app ) and within 5 minutes was alerted of another transaction to XXXX XXXX by the same name, this time for {$2.00} again. I check my account and mysteriously all my personal info has been altered and my cards have been unfrozen. I freeze them again and head to the atm to try and withdraw my funds before anymore transactions can occur. Along the way I get notification after notification of a transaction for XXXX XXXX of {$2.00}, this time a XXXX XXXX transaction to a " XXXX XXXX '', then a {$3.00} for " XXXX XXXX '', then 3 more to XXXX  for {$5.00}, one more to XXXX for {$5.00}, and then a {$10.00} to a " XXXX XXXX  ''. Each time going back into the account to Re-Freeze my cards only to have them unfrozen by the scammer. I XXXX  my friend {$300.00} in an effort to try and get the money out of the account before I could get to the ATM and then I'm about 2 minutes from an ATM and BOOM, another unauthorized transaction for {$400.00} dollars to a company called " XXXX '' I've never heard, but after looking up found it was based in XXXX ( Scam Capital of the World ). I am able to withdraw about {$200.00} from the remaining {$250.00} from the atm, but it declines any further withdrawal even though my limit is {$500.00} per day. I'm able to then get a last {$40.00} bucks out of my account at a different ATM and finally ended the tug of war with my thief.

I call their rep immediately after ( so within 2 hours of the first fraudulent transaction ). They tell me there is nothing they can do until the transactions post, but she put a ticket in for the fraud. She then had me fix all my personal info, change my password and sent me a new card. Days go by and the transactions post but nothing changes, no one reaches out, no follow up at all. After reviewing Dave 's Deposit Account Agreement, I noticed that it states : " If the loss is reported within two ( 2 ) days, you will be responsible for no more than {$50.00} ''.

Well I reported it same day and still lost the full {$400.00} dollars. Flash forward to XX/XX/XXXX, My paycheck is deposited as expected, I head to the ATM to get some cash out and THE SAME THING HAPPENS. As I nervously try to battle with the thief over my cards I get a notification that I sent a check for {$500.00} to XXXX XXXX in XXXX ( no idea who that is, seems fake ), Funds withdrawn immediately. As I frantically explain to the rep what had happened he put me one hold. While I was on hold, ANOTHER CHECK was sent for {$450.00} to the SAME PERSON. I pleaded with the rep to let me talk to someone ANYONE who could do something. Instead, I was told nothing could be done short of filing the report and waiting for their decision. However according to Section V, item C of the Deposit Account Agreement Dave 's States : " If you do make a mistake [ on the check ] contact Us right away through the chat feature of the mobile app or by email at XXXX and we can attempt to have the check that was mailed voided and help you obtain a refund '' Once again, I was LITERALLY ON THE PHONE REPORTING ONE WHEN ANOTHER HAPPENED!! How is that not contacting them right away? They did NOTHING in line with their own agreement and now I've lost {$1300.00} and on the brink of financial meltdown thanks to this runaround. 

Use reference numbers : XXXX, XXXX, XXXX ( most recent ) Attached is the email receipts for the fraudulent checks as well as screenshots of my account activity and the specific sections of the Deposit Account Agreement referenced.

Company response to consumer: Closed with explanation