Consumer complaint received 2025-07-30 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: OPORTUN FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year>2025, funds were moved from my personal bank account to a savings account managed by Oportun. The amount transferred was not the originally intended amount for savings, and I did not authorize this specific movement. I immediately returned the funds and closed the account. 

My first contact with Oportun customer service was on XX/XX/XXXX. I was informed that the refund had been rejected by my bank. I immediately verified with my bank that the account was fully active and able to receive funds, with no record of any attempted return from Oportun. I reported this back to Oportun, and they said they would try again to return the money, and that it would take 3 to 5 business days. 

By XX/XX/XXXX, I still had no update, and was informed via email that a check had been issued on XX/XX/XXXX without my prior knowledge or consent. That same day, they asked me for the first time to confirm my mailing address, which I did. 

I reopened a support ticket on XX/XX/XXXX, and it was again handled by the same agent ( XXXX XXXX, who had responded to all prior emails. I repeated my complaint and also attached screenshots of previous emails and proof from my bank showing no rejection of any funds. XXXX then claimed the original check had been marked as lost, and asked me to verify my identity by submitting documentation. I was frustrated because I had already explained that I never marked the check as lost, and that the return had failed due to no action on their part not mine. 

Even so, I complied and sent my ID and proof of address as requested. XXXX responded with increasingly rude and dismissive language, saying : " Our team does not issue checks upon request, so requesting one is pointless. I apologize. You did not issue the check that was canceled, and you also did not mark it as lost. That is an automatic process. A check is necessary because your bank has already rejected the return of funds three times. If you want to recover your funds, a check is required. There are no alternatives. '' I never had any issue with my bank account. I never requested a check, nor did I mark it as lost. I only wanted my refund returned to the original source. Despite all this, I continued to cooperate. 

On XX/XX/XXXX, XXXX confirmed that a new check had been issued and that it would arrive within 10 business days. It never arrived. I contacted him again on XX/XX/XXXX, and he said a second replacement check would be issued. As of today, XX/XX/XXXX, I still have not received any refund or tracking information. I have repeatedly requested confirmation of the mailing address used, the delivery method, any tracking number, and the check number but all requests have been denied.

It has now been almost two months, and I remain without my funds. This situation has caused significant XXXX  and a complete breakdown in trust. I have all communication saved and can provide it upon request.

Company response to consumer: Closed with explanation