Consumer complaint received 2024-07-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Payactiv, Inc.
State: TX

Complaint narrative:
XXXX XXXX : called to connect employer to my account access my earned wages and was told that my employee Id number was not yet loaded into the system.Yet I could see my time punches on our company payroll website and HR manager stated that I was already in system XX/XX/XXXX contacted payactiv several times.First time I chatted thru the messages with XXXX.She stated that it would take 24 to 48 hours to update my account and have access to my earned wages.Afterwards I was attempting to check my account and could not log in so I messaged again, Was given a different agent.After verifying my information with the agent, I was told he did not see an employer added and he did the whole process again and he also stated it would be 24 to 48 hours to update account.After being on the phone messaging this time, still couldnt access my account because someway somehow, my phone number associated with my account had been changed so I messaged again and was told I had to contact customer service to request a phone number change.I challenged him stating if emailing customer service was the only way to get a phone number change, how did it get switched to number it was changed to after chatting with his co workers.He then switched the number back to the number I set up the account with.This is when I first realized this company tells lies to their customers.On Sunday XXXX XXXX I still did not have access to their services as promised.So I contacted again.This time the rep told me there was a technical difficulty.I explaned that based on the customer service reps, I had made plans for the money they told me that I could access.Because of this misinformation, my phone service was cut off and I could not repay my mom the money that I had borrowed from her that I promised to repay.Not ony that, continuously was borrowing gas money to get to work because I had not recieved access to my wages as promised Monday XXXX HR from my job reached out to Payactiv herself to see what the issue was.They also told her that it was technical difficulties and it would be 24 to 48 more hours before I could have access to my earned wages XXXX XXXX I contacted payactiv again.Was told about an investigation on my case.I asked what case and whats going on? Customer service rep made statements and refused to directly answer when I kept asking him exactly what the issue was. and I have pictures of the communication from ths chat.Later this day I recieved an email from the compliance officer at Payactiv and he stated evrything was done with the investigation and that I had available wages ready for use of $ XXXX.After working seven days that is so incorrect and also he lied because I was not abel to access these wages at all.So I contacted them again and I have a copy of this conversation.I was connected to XXXX.after verifying and explaining what the email said she stopped communicating with me.also, everything that I text was no longer showing up and she just abandoned the whole conversation and nobody has reached out to me or communicated with and I still have no access to my earned wages.Ths company advertises that employees will have access to earned wages.I have not had access to a XXXX of my earned wages.This company ntentionally has given me the run around and false hope causing me financiall distress along with false hope.Because of this company stated many times about me having access to my earned wages and continues to deny me to utiilize the service, I no longer have phone service.My HR manager has had to give me money to have has to commute to work.I could not repay my mom causing her to default on a loan payment that she had due.All of these things that I say can be proven by pictures and testimonies from witnesses.XXXX XXXX I emailed the compliance officer.My account was created on XX/XX/XXXX XXXXTherefore I decided it was best if I opted out of the abriation agreement that was forced when opening up my account.This company may be addressed to XXXX, but it operates here in the state of XXXX. This company is in violation of deceptive trade practices. And XXXX  and Texas both has strict laws if this can be proven, which in my case, it can XXXX  law XXXX False deceptive advertising Texas Law 2:17:12 Deceptive advertising.The Federal Trade commision has the Truth in advertising laws/This includes The DTPA.the company decieved me numerous times concerning time frame I could access my wages.The amount I have.Then stopped all communication with me.They also have confusing information.The comany states that we can utilize the earned wages once your employer is connected, This can be utilized at anytime.Then i the app I noticed that under setting up direct deposit it states recieving one direct deposit of at least {$200.00} or more every pay period will qualify for fee free and in real time earned wage access.So now it appears that because my direct deposit is to be routed to my XXXX XXXX  account instead of directly to their account, is the reason for with holding my earned wages.Because after the compliance officer told me I had money I could use and coudnt the rep asked me did I want to connect my employer..Now I am wondering if she was actually saying to add my emloyer to deposit my pay check.In the terms and conditions it did not say the only way to access earned wages was to enroll in direct deposit with them.They advertise that earned wages would be deducted and the rest deposited into the account we set up for direct deposit. you can see the issue with their advertising and customer services.This company provides its consumers with false, misleading information and discriminates against customers who does not enroll in direct deposit with them

Company response to consumer: Closed with explanation