Consumer complaint received 2024-10-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: NerdWallet, Inc.
State: IN

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally request your assistance in investigating NerdUp by NerdWallet regarding serious issues pertaining to the freezing of my account and the inadequate communication throughout this process. Below is a comprehensive timeline of key events, emphasizing the impact of delayed transactions and communication failures : Account Opening and Initial Funding : On XX/XX/year>, I opened a NerdUp account and initially funded it with {$100.00} via a transfer from my XXXX account to my XXXX bank account on XX/XX/year>. 
After this initial deposit, I intended to add more funds to my XXXX account without incurring fees from transferring to and from my XXXX account or having to wait several days for the transfer cycle. 
ACH Funding Issue : On XX/XX/year>, I attempted to fund my NerdUp account with an additional {$250.00} from my XXXX account, but this ACH transaction failed because I had not yet enabled the necessary ACH settings in my XXXX account. 
After correcting this issue in my XXXX settings, the {$250.00} was processed and left my XXXX account on XX/XX/year>. 
The account freeze notification coincided with this transaction. The successful deposit of {$250.00} into my NerdUp account was completed XXXX days later on XX/XX/year>. 
Account Freezing Notification : On XX/XX/year>, the day my account was frozen, I received an email informing me of the freeze. The lack of prior notice or sufficient explanation regarding the freeze left me without access to my funds and compelled me to reach out for clarity. 
Communication Attempts with NerdUp : Despite contacting NerdUp multiple timesmy initial inquiry on XX/XX/year>, requesting an update on my accountwas met with vague responses. Their reply on XX/XX/year>, reiterated that the investigation was ongoing without offering any concrete resolution or answers. 
Inconsistent Handling of Payments : While my account was frozen and under investigation, NerdUp allowed my XXXX account to automatically pay off my pre-freeze balance of {$45.00} on XX/XX/year>. This decision contradicts expected fraud protection protocols and raises significant concerns regarding their compliance with best practices during investigations. 
BBB Involvement as a Factor : I filed a complaint with the Better Business Bureau ( BBB ) on XX/XX/year>, hoping to expedite the resolution of my concerns. NerdUp 's responses through the XXXX  were received within five days but still remained vague and unhelpful, failing to adequately address my ongoing concerns about my funds and account status.

Account Closure Notice : Recently, I was informed that my account is scheduled for closure on XX/XX/year>. At no point did I definitively express a desire to close my account ; rather, I intended to retain it following resolution of these key issues. The timing of this notice feels unwarranted, particularly as it relates to my unresolved funds. 
Request for Investigation : Given the ongoing lack of transparency, failure to resolve what I believe to be a solvable issue regarding my ACH transfer, and inconsistent communication practices from NerdUp, I respectfully request that the CFPB investigate the following : The legitimacy of the ongoing fraud investigation and their failure to provide timely updates.

The accuracy of claims regarding pending ACH transfers and account linkages.

The appropriateness of allowing payments during a suspected fraud scenario and overall customer service effectiveness. 
Attached Documentation : I have included all relevant account statements and communication records that support my claims for your review. 

Thank you for your attention to this serious matter. I look forward to your swift action in ensuring that NerdUp/NerdWallet is held accountable for their practices and that I regain access to my funds as a result of your investigation.

Company response to consumer: Closed with explanation