Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Albert Corporation
State: NY

Complaint narrative:
I. Background On XX/XX/XXXX, I made a purchase in the amount of {$440.00} through XXXX XXXX XXXX using my Albert Cash account ( account ending in XXXX ). The merchant issued a full refund of {$440.00} on the same date, as confirmed by XXXX 's official XXXX refund receipt ( Receipt No. XXXX ). The receipt explicitly states that {$440.00} was refunded on XX/XX/XXXX, to the XXXX XXXX method on file, and directs customers to contact their bank if the funds do not appear. Contemporaneous with the issuance of that refund, my Albert Cash application displayed a balance notation of " + {$440.00} pending, '' confirming that Albert had received and was processing the incoming credit. II. Albert 's Written Acknowledgments Over the course of several days following the refund, Albert 's own customer service representatives confirmed in writing through the Albert in-app messaging system that the funds had been received and were processing : XX/XX/XXXXXXXX : An Albert representative confirmed : " It appears [ an ] incoming amount of {$440.00} is currently processing. The timeline for the funds becoming available are dependent on the merchant. We would anticipate that these funds should be available in the next few business days. '' XX/XX/XXXXXXXX : A second Albert representative confirmed : " I see that the {$440.00} is still currently processing into your Albert Cash account ... [ R ] efunds generally take up to 7 business days ( M-F ) to process. Since today is technically the 5th business day in the process, please feel free to reach back out to us by the end of the day Friday ( XX/XX/XXXX ) if you do not see this refund completed by then. '' At that same time, Albert requested a merchant receipt confirming the refund, which I promptly provided. XX/XX/XXXX : I provided Albert with the official XXXX refund receipt ( No. XXXX ). Albert acknowledged receipt and stated the matter was being escalated to their team. III. Albert 's Contradictory and Unsupported Reversal On XX/XX/XXXXXXXX after I had fully complied with Albert 's requests for documentation Albert reversed its position entirely. Albert now claimed that the transaction had been " originally an authorization hold which was cancelled by the merchant on XX/XX/XXXX, '' and stated that they had " cancelled the transaction entirely. '' This explanation is irreconcilable with the evidence and with Albert 's own prior written statements for several reasons : Albert 's representatives on XX/XX/XXXX and XX/XX/XXXX specifically and repeatedly characterized the {$440.00} as an " incoming amount '' and a " refund '' not an authorization hold. These are materially distinct transaction types. An authorization hold does not appear as a positive pending credit in a bank account. The Albert app displayed " + {$440.00} pending, '' which is consistent with an incoming deposit not a debit hold. XXXX 's official refund receipt ( No. XXXX ) confirms that a refund was successfully issued on XX/XX/XXXX, and explicitly instructs the customer to contact their bank if it does not appear indicating the funds left the merchant 's system and were directed to my account. At various other times, Albert representatives have claimed : ( a ) that I never had sufficient funds in my account for the original transaction ; ( b ) that the original transaction never processed ; and ( c ) other explanations inconsistent with the documentary record. Each of these representations is contradicted by my account records and the merchant 's documentation. In short, Albert has provided shifting, mutually contradictory explanations for the disappearance of these funds, none of which are consistent with Albert 's own contemporaneous written records or with the merchant 's official documentation.

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