Consumer complaint received 2022-10-22
Company: AMERICAN EXPRESS COMPANY
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX, I called Kabbage to close my business checking account ( acct # last XXXX digits XXXX ). I had already brought the account balance to XXXX dollars. The phone rep on the " speciality team '' confirmed during our call on XX/XX/XXXX that because the account balance is XXXX, the account is now closed per my request. 

On XX/XX/XXXX, I received a text message from Kabbage ( SMS code XXXX ) saying a possibly fraudelent charge of {$110.00} was just made on my debit card ( giving me the correct last 4 digits of my card ) at " XXXX XXXX XXXX XXXX ''. I called Kabbage at the phone number listed on my debit card, but customer service was closed for the night. On XX/XX/XXXX I received a voicemail from a number with the number blocked, asking me to call Kabbage regarding fraudelent charges -- however the voicemail did not give a callback number. 

So, on XX/XX/XXXX I called Kabbage again ( via the number listed on the debit card ). Customer service said there is no fraud dept to transfer me to. The first rep, who said he deals with fraud, said he's not able to look in my account to see if any fraudelent charges have been made or confirm whether alerts were sent. So how can I dispute these?! The second rep said she could see that several attempted charges of {$0.00} were made " but don't worry, since your account has a {$0.00} balance these didn't go through. '' Huh?! First of all : 1 ) why is neither rep asking me to confirm/deny recent transactions, like a normal bank fraud system does ; and 2 ) why is my account or debit card even still functional on XX/XX/XXXX when I called on XX/XX/XXXX to close my bank account & Kabbage told me that day my account was closed?! 

On the call today XX/XX/XXXX, the Kabbage rep told me that while I requested to close my account on XX/XX/XXXX, they will keep it open for 60 days " to process any final transactions that may come through. '' They said there is no way for them to close my account at my request until 60 days have passed. 

No. This is unacceptable. I XXXX  'd out my account prior to XX/XX/XXXX in order to close it. I requested on XX/XX/XXXX that the account be closed & they confirmed it was closed. The entire point of closing the business checking account is so that no other transactions are done in the account -- yet today XX/XX/XXXX I discover not only that they HAVEN'T closed the account like they told me they did, but they have a policy to take 60 days before closing the account. Plus, now I am dealing with fraud alerts for ( attempted? actual? who knows! ) debit card transactions on an account that Kabbage had confirmed to me was closed, and which their customer service department has no trained reps to enable me to dispute. 

A quick XXXX searcy brought up a couple of recent personal finance blog posts describing other Kabbage clients dealing with this same problem of debit card fraud charges, alerts, and lack of Kabbage customer fraud support starting in XX/XX/XXXX. 

I want my account closed immediately, as I requested on XX/XX/XXXX.

Company response to consumer: Closed with explanation