Consumer complaint received 2025-12-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: Albert Corporation
State: GA

Complaint narrative:
I'm submitting a complaint regarding the " Albert '' app ( a.k.a. Albert Corporation ). Below is a detailed account of what I have experienced dealing with this company. 

I used the Albert app sometime between XXXX. I eventually no longer needed its services and deleted the app from my phone. In XXXX, I began to see charges appearing on my bank statements for something called " Albert Genius '', a feature offered through the Albert app to manage money. The charges were {$14.00} for this monthly subscription. I re-downloaded the Albert app and attempted to find a way to delete my account permanently to prevent any other charges from going through. Upon doing so, I discovered it was almost impossible to delete your account from the app. When trying to delete your account, they require that you deposit any remaining funds to an external bank account. Fearing that they would fraudulently charge me even more, I refused to enter new bank details. After exhausting other options to delete my account, I caved in and entered my new banking details. I then discovered that I could not locate where these funds were supposedly being held. They did not disclose a dollar amount, the account where the money was being held, the source of these funds, or any other details -- just that I simply had money in an account that needed to be deposited. I gave up on these attempts and decided an email to their Support team would be better. 

I emailed Albert Support ( XXXX ) in XX/XX/year> stating that I did not authorize the {$14.00} subscription fee and that I wanted the full amount refunded to my bank account and that I also wanted my account and data deleted. They emailed back and complied with my request for the refund and cancelled the fee, but told me once again that I had to go in the Albert app and delete my account on my own. I attempted to delete my account again only to be told that I had an amount I needed to withdraw or transfer to an external account before closing any of my Albert accounts. They require all your accounts to be at {$0.00} in order to delete your account. Once again I could not figure out what funds they were talking about. 

I gave up again out of frustration trying to delete my account. I figured that as long as they aren't actively taking money out of my account, I could deal with it. However, I noticed recently that I'm still getting promotional spam emails from Albert constantly. I clicked on one of their emails and noticed there is no unsubscribe button, and there is no link to unsubscribe from their emails, which is unlawful. I blocked them through XXXX and reported the emails as spam. I re-downloaded the Albert app again to access my account and try to delete it again. Upon downloading the app, they make you choose a subscription tier first. You can not enter the app without choosing at least one option, even the " free trial '' they offer ends after a month and then you get charged at minimum {$15.00} a month. I just chose the free trial to get into the app and try to be done with it all. I tried to delete my account again and after going through a questionnaire, you must enter your SSN in order to delete your account. I refused to enter my SSN to simply delete an account. I sent Albert a formal, legal request by email to delete ALL my data and permanently close my account. 

The way this business is operating is predatory, deceptive, shady, and unlawful in some cases. The lack of transparency in their policies and practices is unacceptable. They claim they are not a bank, but they are operating in a shady manner that should be looked into. 

Thank you for your assistance in this matter.

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