Consumer complaint received 2024-04-06
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: OPORTUN FINANCIAL CORPORATION (VA)

XXXX XXXX XXXX Sat, XX/XX/XXXX, XXXX to help Good Afternoon, I understand that Oportun is discontinuing its retirement savings product. I would like to directly roll those funds over to my account with XXXX. Let me know what you need from me to make that happen. 

Thank you, XXXX XXXX Sent from my XXXX XXXX XXXX ( Oportun Support ) XXXX Sun, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PST Hi XXXX, Thank you for taking the time to reach out here, I'd be happy to assist with your rollover request. 

Rollovers are performed directly between our broker-dealer, XXXX and your receiving brokerage. Oportun 's role in this process is to provide your information to XXXX and help answer any questions you may have along the way. 

The first step is for you to complete the attached Roth IRA Withdrawal Authorization form. You will need the following information : Your Account Number : XXXX Withdrawal Amount : {$480.00} Be sure to check the box under the withdrawal information that says This withdrawal will close this IRA. 

In Section 7, please select the option for E-check and note how the check should be made payable. If you are unsure of how it should be made payable, please reach out to the other firm to ask how they need it done. 

The e-check will be sent to email address we have on file for you. You will then need to work with the receiving firm to send them the check. 

The fees listed on the form are covered by Oportun and will not be charged to you as the member. 

Once you've completed this form, please respond to this email with it attached and we will work with XXXX to ensure your rollover is processed. 

Thanks again for getting in touch here, I hope to hear from you soon. 
Best, XXXX XXXX. 
Neobanking Support at Oportun Attachment ( s ) XXXX XXXX XXXX XX/XX/year>, XXXX PST This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX to Oportun Good Morning, I have completed my paperwork for transfer of retirement funds from Oportun over to my account XXXX XXXX. What is the best way to submit this information? 

All the best, XXXX XXXX XXXX XXXX ( Oportun Support ) XXXX Sat, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX XXXX XXXX XXXX, Good morning. Thank you for reaching out. I truly apologize for the delayed response. Wed like to express our regret for the retirement of our Investing and Retirement products. In our efforts to make this transition as easy as possible, we mentioned in our emails and past communications that XX/XX/XXXX was the last date to transfer or rollover from your retirement account. 

Because of this, we are no longer able to accept Rollover forms or requests. I apologize for any inconvenience here. Please know that we are still able to get your funds returned back to you safely. We can proceed with issuing you an e-check for your remaining funds, and close your investing [ and/or ] retirement account. 

If you take no action, your account will be automatically closed on XX/XX/XXXX, and funds will be sent back to you via ACH ( if you have a connected checking account ), or e-check ( received via email 3-5 business days after account closure ). 

For more information, please refer to our Help Center article and Tax considerations for our Investing and Retirement Products. We hope to continue working together on your savings goals and are excited to share what we have in store to make our Savings product even more impactful for you and your financial health. 

If you have questions or concerns, please be sure to let us know as a reply on here, well be happy to help as best as we can. 

Regards, XXXX XXXX. 
Neobanking Support at Oportun XXXX XXXX XX/XX/year>, XXXX PST This is a follow-up to your previous request # XXXX " Transfer of Retirement Funds '' Good Morning, I have completed my paperwork for transfer of retirement funds from Oportun over to my account at XXXX. What is the best way to submit this information? 

All the best, XXXX XXXX This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX XXXX Sat, XX/XX/XXXX, XXXX to Oportun Please issue me an e-check and have those funds transferred over to myXXXX XXXX checking account ending XXXX, where I will then roll those funds over within 60 days to my account with Fidellity. 

Thank you. 

XXXX XXXX XXXX XXXX. ( Oportun Support ) XXXX Sat, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX. ( Oportun Support ) XX/XX/year>, XXXX PST HI XXXX, Thanks for your response- I'm really sorry again for the trouble here, but I'm happy to help. 

I'm going to reach out to my team with your request. I'll touch base with you as soon as I hear back. 

If you have any questions in the meantime, please let me know and I'll speak with you again soon. Have a nice day! 
Best, XXXX XXXX. 
Support at Oportun XXXX XXXX XX/XX/year>, XXXX PST Please issue me an e-check and have those funds transferred over to myXXXX XXXX checking account ending XXXX, where I will then roll those funds over within 60 days to my account with Fidellity. 

Thank you. 

XXXX XXXX XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PST Hi XXXX, Good morning. Thank you for reaching out. I truly apologize for the delayed response. Wed like to express our regret for the retirement of our Investing and Retirement products. In our efforts to make this transition as easy as possible, we mentioned in our emails and past communications that XX/XX/XXXX was the last date to transfer or rollover from your retirement account. 

Because of this, we are no longer able to accept Rollover forms or requests. I apologize for any inconvenience here. Please know that we are still able to get your funds returned back to you safely. We can proceed with issuing you an e-check for your remaining funds, and close your investing [ and/or ] retirement account. 

If you take no action, your account will be automatically closed on XX/XX/XXXX, and funds will be sent back to you via ACH ( if you have a connected checking account ), or e-check ( received via email XXXX business days after account closure ). 

For more information, please refer to our Help Center article and Tax considerations for our Investing and Retirement Products. We hope to continue working together on your savings goals and are excited to share what we have in store to make our Savings product even more impactful for you and your financial health. 

If you have questions or concerns, please be sure to let us know as a reply on here, well be happy to help as best as we can. 

Regards, XXXX XXXX. 
Neobanking Support at Oportun XXXX XXXX XX/XX/year>, XXXX PST This is a follow-up to your previous request # XXXX " Transfer of Retirement Funds '' Good Morning, I have completed my paperwork for transfer of retirement funds from Oportun over to my account at XXXX. What is the best way to submit this information? 

All the best, XXXX XXXX This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX ( Oportun Support ) Tue, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PST Hello XXXX, I hope this message finds you well. I'll be happy to step in and resume assistance here. 

XXXX reached back and confirmed an e-check was sent to your linked email address on file. That might take up to 3 business days to arrive. 

I would also recommend closing your investment account before more automatic savings are performed. You can close your investing account by following the steps in our Help Center : XXXX XXXX XXXXXXXXoportun.comXXXX. That article will also go into detail on what to expect when you close. 

I hope the service and information shared helped but I'll keep an eye out in case you still need help. Please just let me know! 
Cheers, XXXX XXXX. 
Neobanking Support at Oportun [ XXXX ] XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX to Oportun Hello XXXX, Thank you for your message from last week. I have been monitoring my email and I have not yet seen the e-check having been delivered. Please advise next steps to ensure I receive this check. 

All the best, XXXX XXXX XXXX XXXX ( Oportun Support ) Wed, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PST HI XXXX, Thank you so much for reaching out and I am so sorry for any issues here about this. I totally understand how concerning this could be. 

We apologize for any trouble or concern caused by the delay of your e-check- please rest assured that your funds are safe and have not left your account yet. 
Our team has identified a technical error with our e-check process and we are working to resolve this as soon as possible. We'll touch base as soon as we have more information to share. 

Thank you again and have a great rest of your day! 
Best, XXXX Support at Oportun Have questions? 


XXXX XXXX XX/XX/year>, XXXX PST This is a follow-up to your previous request # XXXX " Re : [ Oportun Support ] Re : T ... '' Hello XXXX, Thank you for your message from last week. I have been monitoring my email and I have not yet seen the e-check having been delivered. Please advise next steps to ensure I receive this check. 

All the best, XXXX XXXX This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX to Oportun What is the status on this? Please advise ASAP. 

Sent from my XXXX On XX/XX/year>, at XXXX, XXXX XXXX ( Oportun Support ) XXXX wrote : XXXX XXXX ( Oportun Support ) Mon, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PDT Hello XXXX, I hope this message finds you well! 

I checked on your issue and I can see XXXX is still working on it but you can rest assured our team will keep you updated on any news as soon as we receive any. 

I'm sorry for all the time this process is taking from you! 
Cheers, XXXX XXXX. 
Neobanking Support at Oportun XXXX XXXX XX/XX/year>, XXXX PDT What is the status on this? Please advise ASAP. 

Sent from my XXXX XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PST HI XXXX, Thank you so much for reaching out and I am so sorry for any issues here about this. I totally understand how concerning this could be. 

We apologize for any trouble or concern caused by the delay of your e-check- please rest assured that your funds are safe and have not left your account yet. 
Our team has identified a technical error with our e-check process and we are working to resolve this as soon as possible. We'll touch base as soon as we have more information to share. 

Thank you again and have a great rest of your day! 
Best, XXXX Support at Oportun Have questions? 


XXXX XXXX XX/XX/year>, XXXX PST This is a follow-up to your previous request # XXXX " Re : [ Oportun Support ] Re : T ... '' Hello XXXX, Thank you for your message from last week. I have been monitoring my email and I have not yet seen the e-check having been delivered. Please advise next steps to ensure I receive this check. 

All the best, XXXX XXXX This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX XXXX ( Oportun Support ) Sat, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX. ( Oportun Support ) XX/XX/year>, XXXX PDT Hi XXXX, Apologies for the ongoing wait with this, we really appreciate your ongoing patience. 

I wanted to touch base with a quick update here. Our team has identified the cause of the delay and is urgently working on a fix. We are currently expecting your e-check to finish processing this week - however, we'll monitor the situation and update you as soon as we have more of an estimate on when you'll be receiving it. 

We truly can't apologize enough for the delay here, XXXX. If you have any questions in the meantime, please let me know and we'll do our best to assist. Enjoy your weekend and I'll talk to you soon! 
Best, XXXX XXXX. 
Support at Oportun XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PDT Hello XXXX, I hope this message finds you well! 

I checked on your issue and I can see XXXX is still working on it but you can rest assured our team will keep you updated on any news as soon as we receive any. 

I'm sorry for all the time this process is taking from you! 
Cheers, XXXX XXXX. 
Neobanking Support at Oportun [ XXXX ] XXXX XXXX XXXX Sun, XX/XX/XXXX, XXXX to Oportun Thank you for the update, XXXX. Obviously my main concern here is that I will be penalized by the IRS for not depositing these funds into an IRA account in a timely manner with another firm. I would ask you to pass that concern along to your management team, as there seems to be some tremendous short-sightedness about all of this, as Oportun was the party to decide to no longer offer retirement savings plans. 

Best, XXXX XXXX XXXX XXXX XXXX Sun, XX/XX/XXXX, XXXX to Oportun I also would like information on how to obtain my necessary tax documents for this account. It appears since the retirement account has been closed, I no longer have access to those documents via the Oportun app. 

Many thanks, XXXX XXXX XXXX XXXX ( Oportun Support ) Mon, XX/XX/XXXX, XXXX to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XX/XX/year>, XXXX PDT Hi XXXX, Thank you for reaching our support team. I'm sorry for the confusion with your documents but I'll be happy to assist here. 

To access a downloadable version of the form, please visit our broker-dealer partners website at XXXX XXXX XXXX You will need the following information to access your DriveWealth account statements : Last 4 of your SSN Date of Birth DriveWealth Account Number : When prompted to receive a login code, please select the email option as the phone option will not work at this time. Once logged in, go to the tax documents section of the website. 

I hope this helps! 
Cheers, XXXX XXXX. 
Neobanking Support at Oportun XXXX XXXX XX/XX/year>, XXXX PDT I also would like information on how to obtain my necessary tax documents for this account. It appears since the retirement account has been closed, I no longer have access to those documents via the Oportun app. 

Many thanks, XXXX XXXX On Sun, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Thank you for the update, XXXX. Obviously my main concern here is that I will be penalized by the IRS for not depositing these funds into an IRA account in a timely manner with another firm. I would ask you to pass that concern along to your management team, as there seems to be some tremendous short-sightedness about all of this, as Oportun was the party to decide to no longer offer retirement savings plans. 

Best, XXXX XXXX XXXX XXXX XX/XX/year>, XXXX PDT Thank you for the update, XXXX. Obviously my main concern here is that I will be penalized by the IRS for not depositing these funds into an IRA account in a timely manner with another firm. I would ask you to pass that concern along to your management team, as there seems to be some tremendous short-sightedness about all of this, as Oportun was the party to decide to no longer offer retirement savings plans. 

Best, XXXX XXXX [ XXXX ] XXXX XXXX XXXX Mon, XXXX XXXX, XXXX ( 5 days ago ) to Oportun What is the status on this?! 


XXXX XXXX ( Oportun Support ) XXXX XXXX, XXXX, XXXX ( 5 days ago ) to me Please do not type below this line Your request ( XXXX ) has been updated. To add additional comments, reply to this email. 


XXXX XXXX ( Oportun Support ) XXXX XXXX, XXXX, XXXX PDT Hi XXXX, I cant thank you enough for your patience while we look further into this. 

I've took a look on this with our team and I'm afraid that this was an error in our side, and I offer my apologies for this, we work on first void the checks that where send and issue a new one. 

We've taken the necessary steps on our end, now you just need to wait for the E-check. 

The e-check email is sent to the email address we have on file and comes from XXXX XXXX and is issued by XXXX XXXX XXXX. The subject line of the email will be Heres your check from XXXX, XXXX. 

You should receive this to the email address on file in the next 3-5 business days. 

If for any reason you still haven't received those funds by the end of the day this upcoming Friday, please let me know and I'll be happy to continue assisting from here. Thanks for hanging in there with this and take care! 
All the best, XXXX XXXX. 
Neobanking Support at Oportun XXXX XXXX XXXX XXXX, XXXX, XXXX PDT This is a follow-up to your previous request # XXXX " Re : [ Oportun Support ] Re : R ... '' What is the status on this?! 

This email is a service from Oportun Support. 
[ XXXX ] XXXX XXXX XXXX ( 7 minutes ago ) to Oportun Good Evening XXXX, It's now officially Saturday, and still no check. It is now abundantly clear to me that this is not a priority for Oportun. As a result, I am now filing a complaint with the CFPB. I hope this will help light a fire under those who are responsible for this dereliction of duty in the serious delay in me getting me my funds. This is completely unacceptable. Please send me the email address for the boss of your supervisor.