Consumer complaint received 2024-10-01 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Dave Operating, LLC
State: OK

Complaint narrative:
I have an account with the payday advance / banking app called Dave ( you know the one that has the little bear guy ) It offers a digital debit card and a physical debit card, I have both. They also give you payday loans in the amounts ranging from {$25.00} to {$400.00}. You link your bank to your account with Dave and you tranfer money as you like from your bank. I have done this {$100.00} times without issue. 

On XX/XX/year> at around XXXX, I initiated a transfer on their app for the amount of {$60.00} to be transferred from my bank to the Dave debit card, it did not post immediately. It did not post that night and now it is 7 days later it has not posted. The money showed on my bank app as a pending debit in the amount of {$60.00} immediately. So it left my bank but did not post to my Dave account.Where is it? 

They advertise they have a " live chat '' feature. All it is is a bot looping round and round with worthless information but is of no help, no live agent. They don't have a phone number ANYWHERE on their app for customer service. The reviews on the XXXX XXXX have several instances just like me of people who have transferred money that never posted and nil customer service. I XXXX  the phone number to call for XXXX. I called and explained the situation. The lady was foreign and lives XXXX knows where. She said she did not see the transfer on her end. I'm like no duh! Of course, she said the issue was with my bank and I should call them! I asked to speak to a supervisor, she said they would only tell me the same thing! 

I called my bank the next day. They were helpful but suggested I call Dave back and see if I sent them a screenshot showing the funds left my bank if that would help. I called them two days later again, while waiting to see if the funds hit the account. They told me the Same thing, they did not see the transaction. I expressed my frustration at the incompetence, they are a banking app, they can't just lose people 's money and not have a system in place to troubleshoot and provide adequate customer service! 

Now I called a third time on Friday the XXXX. This time I called in the morning and got a better agent. He tells me it can take up to 5 days for it to post. So today, Tuesday XX/XX/XXXX and the funds still have not posted, but my bank has been debited {$60.00} to Dave , Inc. XXXX XXXX XXXX CA XXXX I have exhausted all efforts to get these people to see, they are completely incompetent, unhelpful and should NOT be trusted with people 's money. Where did my money go? Did they apply it to someone else 's account. How can I get these people to take responsibility for what they have done? They are accountable, they a tree are a banking / finance company they can't just be so irresponsible with people 's money, who can make them take responsibility and be accountable for their sloppy processes and absence of customer service? They should NOT be in business. What if I had transferred {$300.00} or even {$1000.00}? What kind of pickle i would be in then. And i do need my {$60.00}. Theres a bill i cant pay today because of them. 

I will call them again today and see about getting a printed statement of transactiions as well as one from my bank. I am going to complain to everyone i can. 

Please help bring these people to account. If you dont help idk who can. They will keep doing this to people, stealing from them.

Company response to consumer: Closed with explanation