Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: Tilt Finance, Inc.
State: PA

Complaint narrative:
This started on XX/XX/XXXX, when the company emailed me to tell me they had locked my account. They wanted to know why I got a deposit from Social Security for my father. I explained to them that I am now the payee representative for his Social Security account, caregiver, and XXXX of Attorney. I sent them the documentation from Social Security showing that I am the XXXX Representative, and I sent them documentation of our Power of Attorney that was just done with a notary. I told them that we were just getting all that paperwork situated and were planning on sending it in, but they locked my account before I even had a chance to. I also provided a photo of my father 's outdated driver 's license, social security card, and XXXX card. I did the verification on my license through a system that they use. They told me that they were going to make an exception if I took a photo of him holding his temporary printed out ID Card because I just had XXXX done on my hip and could XXXX XXXX right now until I am cleared by my doctor. I have been unable to take my dad down to get his official driver 's license photo, plus I didn't have any gas in my car due to my account being locked. Below is the official complaint letter that I sent to the company, which has now been over the XXXX hours that I gave them. I went to the letter because we are now late on all of our bills, getting late fees added to these bills, and we can not get our prescriptions, our health is suffering due to no medications. We ran out of propane, we can't cook, and on a few cold nights, we didn't have any heat. Both of my parents are XXXX and are XXXX, which scares me that they can not get their insulin and could XXXX  because of it. my father 's count goes way up into the XXXX and XXXX when he doesn't take his insulin for a few days. I can not take us to our doctors because of no gas in the car, and it won't be long before our insurance will be canceled. I can not go get groceries, and we are getting close to running out of food that doesn't need to be cooked. I am not XXXX to go this far in any kind of situation, but they give me no choice. All I wanted was access to our funds and to move on with life. I have enough on my plate being my parents ' caregiver and my son 's as well, I don't need all of this stress on top of all of this. I am still dealing with healing from my XXXX. I had sent emails asking why it is locked, why it is still locked, why won't anyone answer my questions, and when I can expect my account to be unlocked. I keep getting the same generic responses, which I will show you as well. My checking account with them has {$3500.00}, and my savings account has {$6100.00}, and I can not access it, and I no longer know or understand why. 

The following dates are when I emailed them with questions : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, this when I decided to send you my complaint. 

Every time I emailed them, I would get XXXX of these responses and never hear back after that : Thanks for your patience and sorry about the wait. Your request has been forwarded to our escalation team and a member of our team will respond to your inquiry as soon as they're able to. Our escalation team 's working hours are XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX through XXXX ( excluding holidays ). 

Sorry for the inconvenience. I see that you sent in a couple of new messages. To make sure all your requests are addressed, I'm going to reply here. Please follow up with us in this thread so we don't miss any important information. 

Our escalation team has received your request and will get back to you as soon as possible. Our escalation team is available XXXX through XXXX  from XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( excluding holidays ). 

We apologize for the delay, but appreciate you completing the security verification and providing documentation. We're able to make an exception to the verification link due the circumstances of your father 's expired ID. We'll use another verification method. 

We apologize for the delay, but appreciate you completing the security verification and providing documentation. We're able to make an exception to the verification link due the circumstances of your father 's expired ID. We'll use another verification method.Please have him send us a photo of him holding his ID and ensure that both his ID and face are visible in the same image. Please review the example below I'd like to follow up on your request and we apology for the delay in the review. 
Your account has been unlocked and is ready for your use. Please attempt to log in using the phone number you previously provided. If your login is not successful, please reach out to us and provide a screenshot of the error you are receiving. 

I'd like to follow up on your request, and we apology for the delay in the review. XX/XX/XXXX ( It wouldn't let me sign in, kept telling me that I was still locked out, couldn't find my account, and couldn't verify my email. ) This is the letter I sent to them on XX/XX/XXXX : XXXX Customer Service Empower [ Empower Advance Address ] [ City, XXXX, ZIP Code ] Subject : Formal Complaint Regarding Account Lockout and Urgent Inaction To Whom It May Concern, I am writing to formally express my deep frustration and concern regarding the ongoing and unresolved issue with my Empower account, which has been locked for the past XXXX weeks. Despite my repeated attempts to resolve this issueincluding sending every document requestedthere has been no response or meaningful action taken by your support team. 

There are no discrepancies or signs of fraud associated with my account. I have complied with all verification requests, yet I remain completely locked out of my funds. This has had severe and life-altering consequences : I am now behind on essential bills. 

My household is unable to afford necessary medications, and our health is declining. 

I am accruing late fees, and an eviction notice is imminent. 

Your lack of communication and inaction has caused irreparable harm to my financial and physical well-being. I urge you to treat this situation with the immediacy and seriousness it demands. Please respond within XXXX hours with a clear resolution and full restoration of account access. 

Failure to address this will leave me no choice but to pursue additional action through the Consumer Financial Protection Bureau, state regulatory bodies, and legal counsel if necessary. 

Sincerely, Power OF Attorney for I still have not heard anything from them about this situation.

Company response to consumer: Closed with explanation