Consumer complaint received 2022-10-24
Company: Albert Corporation
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was an Albert account holder for XXXX years. As of XX/XX/XXXX and XXXX there were several fraudulent atm withdrawals on my account. On XX/XX/XXXX, I was in my county of residence when I tried withdrawing {$400.00} dollars from my account for rent. I was denied by Albert, I followed up with a text message addressing the situation, I sent a text message because thats there way of communication and you speak with a robot. There are no actual customer service representatives. They replied with a standard you have exceeded your daily limits which is {$500.00}. I thought this was a mistake on there part because I never took out any money prior to going to XXXX there are XXXX transactions from XXXX I made one for {$400.00} at XXXX onXXXX  that got rejected at the atm. I then made a debit card purchase for {$21.00} that was completed at XXXX and approved, then I tried one more time to take out {$200.00} and got declined. 
This was XXXX at XXXX for XXXX. Me not knowing that my account was already fraudulently withdrawn in XXXX - XXXX at XXXX, they withdrew {$180.00} with XXXX atm charge, that settled. At XXXX, they withdrew {$160.00} with {$2.00} atm fee that settled. then at XXXX they tried taking {$180.00} got rejected then at XXXX tried {$60.00} got rejected. At XXXX they tried again {$60.00} dollars with {$2.00} atm fee, that settled. At XXXX another {$60.00} that settled, $ XXXX fee, at XXXX they tried for another {$60.00} and got rejected. Total including atm fees {$470.00}. 
On XX/XX/XXXX at XXXX at XXXX XXXX XXXX XXXX XXXX which is a XXXX deli that has a cardtronic atm that I found out when investigating a atm withdrawal of {$200.00} with a {$250.00} atm fee that settled. At XXXX another {$200.00} with a {$2.00} atm fee that settled. At XXXX they took out another {$100.00} with a {$2.00} atm fee that also settled. Then on XX/XX/XXXX at XXXX someone went to a J line XXXX deli another atm withdrawal of {$81.00} that got rejected. So the total of that amount that was takin out is : {$510.00} XXXX including atm fees. This is interesting because the limit is {$500.00} a day somehow they were able to take out {$980.00} in less then XXXX hours. Mind you I never once got an alert or a notification about all these unusual transactions. I woke up XX/XX/XXXX to open my Albert app to see almost a {$1000.00} missing. I immediately contacted Albert via text. I also immediately checked to make sure I had my debit card. I also immediately froze my account I screenshot the transactions and send them to Albert over text and email. I sent them an email before they even asked me too. While speaking to them via text there were several more transactions that were taking place in XXXX while I was speaking to them from my residence in XXXX XXXX. These were at XXXX XXXX at XXXX for {$180.00} pai iso XXXX XXXX ny that got rejected because my card was now frozen, and the only reason I was getting a text was because I already froze my card. 1 fresh deli and grill also in XXXX at XXXX the tried another {$120.00} and was rejected also. I had to wait for all withdrawal to stop pending in order to dispute as soon as they stopped they were disputed I made sure I put all info in correctly. Also when I got back the disputed charges and outcome there were transactions that I never disputed there were disputed and a bunch of fraudulent transactions that were not disputed so Im not sure where the mix up was but I did address this to them. They told me that the case is closed. Anyone looking at my bank statement can see that there is some type of suspicious activity going on.The claim number for my case was XXXX. On XX/XX/XXXX my Case was denied and closed. pin and card was used, pin was not shared with anyone. The transaction details dont support the reported event, the pattern isnt indicative of fraud. This is what they told me. the evidence they sent me was my transaction history saying card was present and pin was used. Isnt there a scam were they can replicate your card and snap a picture of your pin.. I never lost my card nor have I ever shared my pin with anyone. My ip address should show that I was not in those areas at those times of those transactions. After a few days of fighting for my money all of a sudden Albert sends me a text message saying they suspended my account on XX/XX/XXXX due to unusual activity. Now they close my account for unsual activity after they just denied my dispute. After my account was closed I receive a notification about there privacy policy that if I wanted to continue to use Albert I would have to accept there written terms, while reading it was stating that I could not bring them to small claims in reference to denied disputes. This whole thing is suspicious I almost feel as if Albert is just as bad as the person who took my money. All I want is a fair and thorough investigation done and possibly someone to make sure they did a proper investigation because from what I can see there couldnt of been much of any investigation. I want my money that I worked hard for. I have rights and Im entitled to get that money back. I told Albert that if it was fraud then are you saying I made the transactions? I told them they should file a police report on me for disputing charges that I made on my own so maybe the police could investigate this and see it wasnt me. I contacted the XXXX XXXX police department not long after getting denied my dispute they told me unless I have compelling evidence it was me they cant let me file a police report. I have my location services turned off on my phone so I could not trace my steps but the best I have are those transactions on XX/XX/XXXX that I was at XXXX in the XXXX area an hour after these fraudulent atm transactions occurred in XXXX. From seeing all Alberts complaints I should assume that I made a mistake putting my hard earned money into this account. I Just want whats mine..

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation