Consumer complaint received 2023-02-23
Company: PLAID INC.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or missing disclosures

Complaint:
I am in a temporary rental at XXXX XXXX XXXX. in XXXX, XXXX. The lease states several forms of rent payment : check, credit, debit, or autopay. Credit and debit cards incur an additional 3.49 % fee. However, the only form of payment they accept is autopay through XXXX. 
***TurboTenant uses XXXX which insists on the client providing log in identification and password to their bank accounts***. 
All it takes is 1error with a decimal point or 1 breach to wipe us out. Additionally, I have experienced multiple problems setting up an account through XXXX 's email links. When one gives bank info with them conducting XXXX mini deposits and withdrawals, their site always claims the reported amounts were wrong when they weren't. The landlord actually came to the apartment where we set up a XXXX way call where I could relate all of the online problems. There was supposed to be an additional call on Monday from the XXXX contact person ( XXXX? ) where I would try to reestablish an account to pay rent as their site reported me as being delinquent on the deposit and rent. The contact person would provide assistance as needed. I never got a call in Monday ( XXXX week of XXXX ). I can not directly reach XXXX through the email this contact person sent nor do I have a phone number for them. The only people who have direct links to XXXX are the landlords. Even the website is geared only to landlords. 
Even though checks are not accepted, my landlord actually had me write out XXXX checks to XXXX XXXX for the deposit and the rent payment because I'd been struggling for 2 days with the XXXX online site and my accounts were listed as past due. 

1. For any agency handling our rent monies, we should have direct contact access by email, or phone numbers. A client should not have the only source of contact as an automated response entity that confuses the message and does not give accurate responses 2. No agency should demand, or have access to our sign in identification or passwords for direct access to our bank accounts, NO exceptions. We never give them to anyone else.

3. A client should have the right to an agency account number for the specific apartment to directly set up the " bill pay function '' with their bank to lessen the likelihood of breaches 4. When an agency specifies more than XXXX form of payment for rent, those methods of payment should be honored. XXXX them is a deliberate misrepresentation 5. A debit card has direct access to a client 's bank account and should not incur a 3.49 % fee for use 6. We should have more than 1 option for rent payments. XXXX XXXX is a more reasonable option as a secondary source of payment as the customer pays a smaller fee to use their service. 
XXXX. XXXX is just a few days away and I still have not been able to set up an account. Regardless, I do not want to give any third party a direct access to my bank account with my sign on ID and password.. Once again, I will be marked as delinquent in rent payments with the strong possibility of adverse reports to the XXXX credit reporting agencies which will ruin my clear record and credit rating.

Company response to consumer: Closed with explanation