Consumer complaint received 2026-04-06 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: Albert Corporation
State: NC

Complaint narrative:
On or about XX/XX/year>, XXXX told me it could mail my {$220.00} savings balance by check because my linked bank was no longer active and my account needed to be brought to {$0.00} for closure. XXXX asked me to confirm whether the address on file was correct. I then provided my updated mailing address. Later that same day, XXXX wrote that it had approved the information I sent, confirmed my request, would send my {$220.00} savings check in the next few days, stated that checks typically take XXXX to XXXX business days to arrive, and stated that my account had been permanently closed. On or about XX/XX/year>, XXXX reversed course and stated that before it could send the check, I had to provide a photo of my government issued ID and a selfie holding that ID through email. I objected and asked whether there was a secure way to provide that information instead of sending sensitive identity documents through ordinary email. XXXX responded that email was the only available method in this situation. XXXX also stated that because the account had already been closed, verification could no longer be completed through the app. XXXX own website warns consumers not to share personal information over text, email, or social media. Despite that, XXXX asked me to send highly sensitive personal information through an unverified and unsecured email channel in order to receive my own funds. I then asked XXXX directly whether its policy required customers to send ID through unsecured email in order to receive their own money. XXXX did not give a direct yes or no answer. Instead, it repeated that this was its only available method because the account was already closed. A XXXX Account XXXX later acknowledged the earlier mistake on XXXX end while still maintaining that XXXX needed identity verification because the check was being sent to an address different from the one previously on file and because the account had already been closed. On XX/XX/year>, an XXXX XXXX offered a secure Persona verification process instead of requiring identity documents through email. The XXXX stated in writing that once I completed XXXX verification, my {$220.00} savings check would be sent out right away. I completed the XXXX verification as directed on XX/XX/year>. After completing it, I requested written confirmation that my verification had been accepted, the exact date my check would be issued, the mailing method, whether XXXX would expedite shipment at its expense because the delay resulted from XXXX own handling of the account closure and verification sequence, the exact legal entity or entities handling the matter, and the exact policy language XXXX relied on for first approving my updated address and closing my account and then later demanding government ID and a selfie. I have not received a substantive response addressing those items. XXXX approved my updated address, confirmed my check request, and permanently closed my account before completing whatever verification it later claimed was necessary. Then, only after eliminating the secure in app option by closing the account, XXXX tried to require me to send highly sensitive identity documents through ordinary email, despite its own warning not to share personal information that way. After I objected, XXXX later switched again and offered secure XXXX verification, which I completed, but XXXX still has not returned my {$220.00} or provided clear written answers. I want XXXX to confirm that my XXXX verification has been accepted, provide the exact date and mailing method for my check, return my {$220.00} without further delay, explain the policy basis for its actions, and expedite shipment at XXXX expense.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation