Consumer complaint received 2024-06-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Unable to open an account
Company: Dave Operating, LLC
State: FL

Complaint narrative:
XX/XX/2024 - downloaded Dave app on a work lunch break and opened for first time with intention to explore, read f.a.q.s and better understand the service. Immediately prompted to register personal financial details such as bank account, social security, date of birth ; no option to learn about app more before committing to providing information. I was willing to continue the registration because the app was recommended to me as a helpful budget tool. After inputting my banking details and such, I was prompted to take a picture of my photo identification. Because my wallet was not accessible at the moment, I selected to 'skip ' this step, at which time my registration was stopped and I was told that an account could not be created for me. 
XX/XX/2024 - I sent an help ticket to ask if I could send my identification and continue the process. This request was met with representatives requesting that I send them the same personal details I had just inputted in the app. After some time, I told that continuing my registration was not an option. This was upsetting and concerning, as I has only moments earlier inputted every piece of personal identification aside from a photo. Why did they collect those vulnerable details and then immediately restrict my access to their service based simply off a 10 minute delay of the photo id submission? I became immediately suspicious of their possible fraudulent intentions. 
XX/XX/2024 - I receive an alert from my checking account that I have over-drafted and a non-sufficient fund fee of {$40.00} was applied. The test transaction initiated by the Dave app caused and costed me financial damage. I sent an email to notify Dave app of the charges and requested a rightful compensation for the fine I was charged. 
XX/XX/XXXX- XX/XX/2024 - Multiple emails sent between myself and representatives of Dave app regarding the compensation/refund request. Every reply I received from them had a request for identity verification ; all within the same thread and was requested from me one email reply at a time, versus letting me know what information was required to speak with me. This email thread was tedious with many members changing ; the formatting was almost impossible to follow in chronological order along with the consistently delayed replies. It was clear that the intention was to drag it out until I went away. 
XX/XX/2024 - receive email in new thread from Dave app saying they are reviewing my concern. 
XX/XX/2024 - Over the previous week, I was becoming too ill to function in my job properly. I made a doctor visit for new symptoms of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XX/XX/XXXX, XXXX I ask for a status update on my refund request XX/XX/2024 - I ask again for a status update on my refund request XX/XX/2024 - XXXX ask yet again for a status update on my refund request XX/XX/2024 - I received a reply saying that my concern was being expedited XXXX XXXX XXXX  - I received a reply from a supervisor who told me that my account with Dave was no longer active and as such, they would not be able to give a refund. They suggested that I speak with my bank. I replied that a paper check payment was acceptable and provided my mailing address once again. 
XX/XX/2024 - I received a reply from the same supervisor who stated that " they understand it may not be the outcome I expected '' but that would not be starting a refund.

Company response to consumer: Closed with explanation