Consumer complaint received 2024-02-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Newport Intermediate Inc.

Complaint narrative:
Good day, I'm from XXXX but I've been working XXXX XXXX XXXX XXXX XXXXXXXX XXXX for more than two years and for that reason I have a North Lane account. Last month I had an emergency back home with my family so I resigned. However, I don't know what happened with my North Lane account, but it's not working anymore. I have some friends and they warned me about it.They said once we leave the ship, they 'cancel ' our account, so we are not able to use this account. However, I spoke with the financial manager before I resigned the ship, to make sure I'll be able to use my account and they said that it's not a problem. My problem now is : I have a XXXX  account and I need to send money from North Lane to XXXX. For that, I need to add a new bank account ( XXXX ) on the north lane website. But for any reason, I can't do it. I sent more than 5 emails to north lane support, I've been talking with north lane support via XXXX for more than two weeks and the answer is always the same. I sent a screenshot with the error message, my passport photo and all the information they need and they say 'wait for 1-2 business days '. I've been waiting more than two weeks JUST TO ADD A NEW ACCOUNT IN MY NORTH LANE ACCOUNT TO SEND MONEY TO HELP MY FAMILY WITH MY XXXX ACCOUNT. I don't know WHY it is so complicated. A lot of people have problems with this north lane. They never help us! Please, I need to send this money ASAP. I even sent them the XXXX account information, so at least they could add this information, but NO, they can't do it, So please, may you help me with this? It's a simple problem, I just need to add a new bank information on my north lane account to send my money. This is disrespectful with us. I'm very upset with this bank and I would like an answer. Can you imagine if it was you? You worked more than 2 years to save so much money and when your family needs you, you are not able to send money because your bank canceled your account, because you are back home now, and not in the XXXX. I have emails and XXXX conversation with them. When I send an email, they answer 'send us a XXXX ' Thanks. Ps. I saw a XXXX space to add my account number but I don't have this information, because this is only a salary account so I never used this information before. I tried to find in the north lane website but there's not my acocunt number there. I only have my card number and I don't know if is possible to find my information with my name/email adress or something like that. 

I already sent this same complainet to them and also to you, but they didn't solve my problem. 

They said the problem was my challenge questions but it's not. They also said the problem is with XXXX XXXX and I tried again to add a new bank account, but a new error message shows up. 

So, please. 

I need you to help me to unlock my account and allow me to add a new bank account to send money to my other XXXX bank account. 

I need to sent money from North Lane to XXXX ( XXXX bank account ) Please. 

I'm tired of send email and XXXX message everyday and nobody give me a fair solution. I send email everyday to north lane XXXX and they say 'wait 1-2 business days '. I'm waiting since XXXX XXXX! 

It's unbelievable!!!

Company response to consumer: Closed with explanation