Consumer complaint received 2024-09-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANKMOBILE TECHNOLOGIES, INC
State: TN

Complaint narrative:
XX/XX/scrub>XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Subject : Formal Complaint Against XXXX XXXXXXXX XXXX Regarding Unreasonable Withholding of Debit Card Dear CFPB, I am writing to formally file a complaint against XXXXXXXX XXXX, also known as Customers Bank , due to the bank 's refusal to issue me a new debit card because I am currently living in a temporary, non-residential address. XXXX XXXX stance has left me completely cut off from accessing my account, despite my repeated efforts to work with them in goodfaith to resolve the situation. 

Background : Several months ago, my original XXXX debit card was stopped, and I was informed that a new card would be issued. 

However, I was unable to receive the new debit card because my home address on file ( XXXX XXXX XXXX, XXXXXXXX XXXX ) was outdated. This address was a commercial mailbox I used when I lived in an apartment where the mailboxes were frequently tampered with. At that time, XXXX Bank accepted this commercial mailbox as a valid address. I am now temporarily living in a hotel in XXXXXXXX XXXX, and attempting to update my address to a new commercial mailbox at XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXXXXXX, XXXX XXXX. Despite my explanation that I am between apartments and using this mailbox temporarily, XXXX Bank has refused to send me my debit card, citing that the address is not a " residential '' address. I explained to XXXX 's executive response agents that I do not currently have a residential address, and the bank 's refusal to mail the card to a private mailbox effectively cuts me off from accessing my account. They continue to insist that a residential address is Required. This is both unreasonable and illogical, as I should not be required to have a permanent home address to access my bank account, especially in a time of temporary housing or displacement. Concerns : 1. Illogical and Inconsistent Address Policies : XXXXXXXX XXXX had no issue mailing my previous debit card to a commercial mailbox in the past. Now that I am requesting the same service under nearly identical circumstances, they have refused, citing it is not " residential. '' This inconsistency in their policy makes little sense, especially considering many people, like myself, are temporarily displaced or between homes. 

2. Refusal of Reasonable Alternatives : I have suggested multiple reasonable solutions to receive my debit card, all of which have been dismissed : - Sending the card to me via a method requiring my signature upon receipt. 

- Sending the card to a residential address ( my mother 's rural home in Mississippi ), which was also rejected due to limitations in XXXX XXXX postal mapping system. 

- Providing a notarized affidavit confirming my current address and identity. 
In each instance, XXXXXXXX XXXX  has unreasonably refused to work with me to get my card. 

3. Breach of Contract and Good Faith : XXXXXXXX XXXX XXXX refusal to allow me access to my funds by withholding my debit card may constitute a breach of contract. 

By denying me access to the funds in my account, the bank is failing in its duty to provide me with reasonable and necessary access to my own money. This is a clear failure of their duty to act in good faith and reasonably accommodate customers in temporary or unusual living situations. 

4. Failure to Address Emergency Housing Situations : I have repeatedly asked XXXX 's executive response agents how they handle cases where customers lose their homes due to natural disasters ( such as fires, floods, or hurricanes ) or other emergencies that place them in temporary housing. Each time, the question has been ignored. It is extremely troubling that the bank refuses to provide any guidance on how they would assist people in those situations, yet they continue to enforce rigid rules in my case. 

Request for Resolution : I respectfully ask that the Consumer Financial Protection Bureau investigate this matter to ensure XXXX XXXX is acting in compliance with federal consumer protection laws. 

Specifically, I request that XXXXXXXX XXXX  : - Issue my debit card to my current address, either by sending it via a method requiring my signature or by accepting the notarized affidavit I have offered. 

- Clarify their policies on address verification and provide clear guidelines on how they handle customers in temporary housing situations. 

- Ensure that this matter is resolved quickly, as I am currently unable to access my funds, which is causing significant hardship. I look forward to your assistance in this matter. Thank you for your time and attention.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation