Consumer complaint received 2023-11-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Albert Corporation
State: TX

Complaint narrative:
I am very upset with Albert whom 's Banking services are provided by XXXX XXXX, Member FDIC. I've been dealing with this since XX/XX/, and still this company has yet to provide me with a solution and I've also asked them to unsuspend my account multiple times so that I can figure out how to at least get this issue resolved by taking different measures that I need to because I am a victim of fraud but I only get messages from them saying that " We will look into this issue and get back to you. '' For weeks, I've receive this type of treatment so it has basically kept me from being able to do anything regarding the fraudulent activity on my account. 

Just for your information, I pay these people XXXX montly for their " genius '' services, and I really would like to get reimbursed for this because they don't even follow by what they advertise, they do not really help out in text messages, they are horrible at gertting back to their customers, and to call them and get a person to help is even worse. 

Basically, on XX/XX/XXXX, when I decided to log into my account because I can not use my card at the store when I should have funds available, I realize that I basically can not get into the account because someone has gain access to my account and change the information on it, so I message them to let them know and get this issue fixed so that I am able to see what's going on and why I can't use my account. 

I was able to finally get them to reset everything and gain access to my account, but to my surprise, my account went from having thousands of dollars in there and within a few days it completely depleeted. I instantly let them representative know and filed a dispute inregards to the funds that were fraudulently taken. If you look into the account, you will see that this issue was obvious that it was fraud, the person who took money from my account kept repeatedly sending money to another account in increments of XXXX XXXXXXXX {$20.00} for a whole day until they depleeted my account, that is unusual activity and I would think that as a company they would at least text me to let me ask me if its me using the account or not because I mean, I pay for the extra service that they claim to provide and honestly my other financial institution always text me when they see something out of whack, it's just security measures to protect their clients. But Albert did not, and after I file a dispute, it was so sad that for weeks, they would not even help me with any information in regards to at least informing on what's going on, and how I can help them fix my issue. I offered them help and asked them if they needed information, I even provided them information, but no response for weeks until after literally XXXX weeks of hearing me complain, they decide to deny me of dispute and they even suspend my account. To unsuspend my account, they requested I send them information like my ID and social and I sent the pictures to them but they did not even UNSUSPEND my account, instead for weeks until now every time XXXX message them they always tell me " were looking into it ''. 

I don't understand what kind of people run their business like this, because at least if they don't want to help me get back my money that they didn't even care enough to protect like a normal financial institute would, then they could have just unsupspend my account so that I can go into the account to get all the information I need to provide to my lawyer so that he can help me get the money back because the money that I got in that specific account is from my school grant and loan, and I had to put school on hold for the semester because I can't even use the funds I received from school to buy school supplies and books. 

This financial institute needs to be shutdown until someone reviews the way they do business because I've offered everything on my end to even help them get my money back and prove my integrity. I've even called the financial institution that the company the fraudster used to send money to their account, and the company basically have told me that I needed to file a dispute with my financial institution and they would be able to assist with the issue. 

I've done everything on my end already and if they don't want to help to me they need to at least unsuspend my account since I've provided them with all the necessary required information they requested from me to have it unlocked so that I can find someone to help me because I've even filed a police report but the police told me that even though they see the possibility of frauduently activity, the only thing they can do is physically help me find the person who did this by retracing my steps to when I lost my card, however, they can not get my money because the person who did it probably have spent it, however, they also told me that the fuinancial institution that I used should be able to help me get my money back by disputing the transaction and working with the company that the fraudster used to investigate the stolen funds. 

Everyone has helped me but Albert the financial institution that says that is FDIC member so my money should have been protected by them but instead they have horrible security and they allowed someone to gain access to my account and take all of my money from school. Not only did they allow this, but they take XXXX from me monthly claiming that this service charge is to provide extra protection to the funds in the account, and to provide assistant 24/7 quickly as needed. 

PLEASE HELP ME GET THIS COMPANY TO BE REVIEWED, HELP ME GET MY MONEY BACK. EVERYONE HAS OFFERED ASSISTANT TO ME BUT THEM, BUT I CANT EVEN DO ANYTHING WITHOUT THEM PROVIDING ME ACCESS TO MY ACCOUNT. THEY WANTED MY ID AND SOCIAL TO UNLOCK THE ACCOUNT, AND I'VE PROVIDED THEM WITH ALL INFORMATION BUT THEYVE MADE NO ATTEMPT TO HELP. I OFFERED TO PROVIDE POLICE REPORT THAT I MADE, THEY SAID THEY DID NOT NEED IT, AND IF THEY DID THEY WOULD ASKED. I'VE TALKED TO THE OTHER FINANCIAL INSTIITUTION THAT THE FRAUDSTER USED TO TRANSFER FUNDS OR PAY AN ACCOUNT, AND THEY HAVE EVEN SAID THAT THEY WOULD ASSIST ME BUT THEY NEED TO HEAR FROM ALBERT SINCE I CANT PROVIDE ANY INFORMATION SINCE MY ALBERT ACCOUNT IS SUSPENDED SINCE THEY WILL NOT UNSUSPEND IT. I NEED HELP, IM STRESSED OUT.

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