Consumer complaint received 2021-08-04
Company: FinCo Services Inc DBA Current
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been a customer of current since XXXX. My account has always been in good standings. Theres never been any issue with negative balances, stolen cards, disputed transaction or anything like that. I have XXXX daughters so I have 2 cards that I pay the annual fee on. 

Previously before this issue we experienced a concern in XXXX, when my daughter was on a trip to XXXX. Her card declined every transaction and no one that I chatted with could explain why. The only solution was to reorder another card. Of course this didnt help that my daughter was at XXXX with no money and Current could not supply a reasonable solution that wouldnt cause such a huge inconvenience. I ended up having to wire my daughter cash for a fee to make sure she had access to money at XXXXXXXX XXXX. On top of that, you dont have a number to reach anyone. 

My issue today. I have XXXX girls in XXXX, Texas currently competing in the XXXX XXXXXXXX. Before their flight I deposited XXXX on both cards. While in the airport we noticed one of the cards wasnt working. I paid it no mind as I figured it would work the next day. I continued to receive decline notifications but could not reach out to Current right away. I noticed today both transactions have cleared my personal bank account but still pending in my XXXX year olds account. I then reach out to current and again no way to speak to anyone. Very inconvenient. I first spoke to XXXX she initially stated I needed to verify my funding source. I told her that doesnt seem accurate as my other daughters account was instantly deposited and furthermore the transaction has posted from my personal account with XXXX XXXXXXXX. XXXX then went on to explain a policy of XXXX daily limit on instant transfers. I asked her was this policy ever listed anywhere as Ive never heard if this for as long as Ive had the accounts. She could not supply the information I was requesting. I then asked if this could be escalated as I have an XXXX year old that cant even purchase a bottle of water. Any parent would be concerned. She provided a reference number of XXXX and stated that I would be contacted today. 

I waited a few hours and reached out again. This time I spoke to XXXX. XXXX attempted to overly explain a policy she calls standard. I asked XXXX who is the policy Standard to because as a consumer, Ive never heard of it. It is very possible I overlooked it. I consider myself to be extremely thorough but there is a possibility I missed this information. I asked her to show me in the FAQs where it is listed so that I may review it. She proceeded to send me a link about how long it takes an ach deposit to clear and an article on gaining access to instant deposit. Very informative but not what I requested. She wasnt able to show me where this policy is listed either. 

I am a parent in need of someone to operate as a human being. Imagine your kid in this predicament. It is disheartening, to know the funds have cleared but you wont release it and my daughter will have to wait without money to purchase food and water until Wednesday, XX/XX/XXXX. Even on the app it states nothing about exceeding the daily limit, it actually tells me to continue using current to qualify for instant deposits ironically. 

Clearly, Current and its staff are unaware that the consumer isnt provided this policy to even take it into consideration when opting for a debit card as this. Your entire marketing campaign is to teens and parents, to make banking easy and convenient. What about the two scenarios listed is easy and convenient banking? 

I would appreciate a swift resolution, as well as my XXXX year old daughter to my concerns. I want to believe someone will make this right.

Company response to consumer: Closed with monetary relief