Consumer complaint received 2024-08-29
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: Dave Operating, LLC (MA)

I received a debit card in the mail from 'Dave XXXX, which is an online banking app that appears to be backed by XXXXXXXX XXXX XXXX XXXXXXXX XXXX This account opening was fraudulent and the result of identity theft. 
On XX/XX/XXXX, I searched the website for information on how to contact someone to resolve this issue. I was completely unable to find any phone number to contact them directly to report the fraud. After searching, I did find a link to report fraud/disputes, which opened an online portal to report my issue. I provided the account number given on the mail I received, and asked that the account be closed immediately. 
A representative replied and asked for DOB, last 4 of SSN, mailing address and last 4 of external debit account. I provided the information, but explained that I did not fund the account so the debit account will not match. 
On XX/XX/XXXX, they replied and said my identity couldn't be verified due to last 4 of debit card not matching, which as I explained before is information I can't provide, because I didn't fund the account. The asked for the following items to verify my identity : a picture of my driver 's license, and a " selfie. '' Within the same email in the fine print, it clearly says that personal data shouldn't be sent by email. This company also has a history of massive data breaches, so I didn't feel comfortable sending that. I asked for them to provide a phone number to talk to someone in person. 
They did not respond until XX/XX/XXXX. The request for a phone number was ignored. The reiterated that the license and selfie were the only way to validate my identity. I refused and asked again for a phone number. 
On XX/XX/XXXX, they told me that they can't move forward with the request, and I can call the phone number on my debit card. I'm currently at work, but will try that when I get home. It's absolutely ridiculous that after 3 days this hasn't gone anywhere, and I haven't been able to speak to anyone except through email. As someone struggling with identity theft, the last thing I should be doing is sending more personal data through insecure methods like email. 
I have credit freezes/alerts set up at all 3 credit bureaus, and a fraud alert set up in XXXX. I believe if Dave was doing proper due diligence, this should have been caught and the account never should have been opened. To me, the fact that it's more difficult to report fraud on an existing account than it is to open that account in the first place is obviously a problem. I understand the need to verify identity, but this is unusual that the only way to do so is to send personal data through insecure means. There has also been a lack of urgency on their part, which you can see by the timeline I provided. 
I am not asking for any proceeds from this account. I just want to ensure that fraudulent activity isn't done under my name. 
I've had fraudulent accounts opened under my name at two other online banks recently. In both of those cases, I was able to speak to someone the same day the card was received, have the account flagged as fraud and closed out.