Consumer complaint received 2025-05-28 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: Ingo Money, Inc.
State: CA

Complaint narrative:
To the Consumer Financial Protection Bureau, Subject : Formal Complaint Regarding XXXX and Ingo Money - Account Closure and Check Deposit Issues My name is XXXX XXXX, and I am writing to file a formal complaint against XXXX and Ingo Money regarding the handling of a check deposit, resulting in the closure of my account and rendering my check unusable. 
On Wednesday, XX/XX/2025, I initiated a check deposit through the XXXX mobile application. I followed the instructions to upload images of the front and back of my check, along with the amount. Upon approval, I was instructed to write " VOID '' in large, dark letters across the check and upload a picture of the voided check. 
This is where the issues began. The XXXX app repeatedly failed to capture the image of the voided check. I contacted customer service at Ingo Money numerous times for assistance. Each representative advised me that it was the same check and that the system was experiencing issues. I was repeatedly told to uninstall and reinstall the app, which ultimately led to me being locked out of my XXXX account. I was then advised to download the Ingo Money app, but I encountered further difficulties linking my XXXX account to it. 
On XXXX, XX/XX/2025, I engaged in a three-way phone call with representatives from both XXXX and Ingo Money . During this call, I was explicitly advised by the bank representatives to take a picture of the physical check and then take a picture of that picture to facilitate the upload. I was aware this instruction was against the stated terms and conditions, but I proceeded as directed by your representatives in an attempt to resolve the ongoing issue. Following this, a hold was placed on my account. 
The subsequent weekend was a three-day XXXX XXXX holiday, during which XXXX was closed ( XXXX XXXX XXXX XXXX XXXX I was instructed to call back on XXXX, XX/XX/2025. On XXXX, I spoke with three different representatives who all confirmed that the hold on my account had been removed and that I could proceed with uploading the check. I was told to wait 15 to 20 minutes, which then extended to 2 to 3 hours, and eventually to 24 hours, without any resolution. 
Today, Wednesday, XX/XX/2025, I have been informed that my Ingo money account has been closed. The reason provided for the closure is that I took a " picture of a picture, '' which is against their policy. This directly contradicts the information I received yesterday, when I was assured the hold was removed and instructed to upload the check. I have spoken with numerous supervisors at both XXXX and Ingo Money, but I continue to receive conflicting information and no resolution. 
I was provided with several case and ticket numbers during my numerous phone calls, all of which were recorded by Ingo Money. Some of these ticket numbers include : XXXX XXXX XXXX XXXX The check in question is a XXXX  tax refund, which Ingo Money confirmed they had verified as a legitimate check in my name. This situation is not a case of fraud or suspicious activity. Due to their instructions to void the check, I am now unable to deposit this check at any other financial institution. 
I request that the Consumer Financial Protection Bureau investigate this matter. My account should be reopened, and I should be allowed to deposit the verified check. I will be attaching an email confirmation stating that the check was initially approved by XXXX. 
Thank you for your time and attention to this urgent matter. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation