Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Exto Inc.
State: GA

Complaint narrative:
I opened an online banking account with a company called Atlas, whose legal business name is Exto Inc. DBA Atlas, around XX/XX/year>. Atlas advertises itself as an online banking and financial services provider that offers small loans, payroll direct deposit, a checking account with a debit card, and credit-building services. I decided to try the service based on those representations. 
After opening the account, I initially used a small borrowing feature, which I repaid successfully. Following that, I decided to use the debit card feature associated with the account. On XX/XX/year>, I transferred {$100.00} of my own cash from my XXXX XXXX XXXX XXXX account to my Atlas debit card account. This was not borrowed money ; it was my personal funds. 
Within hours of depositing the {$100.00}, I attempted to use the debit card at a grocery store. The transaction was declined. When I checked the Atlas app, I discovered that my account had been restricted. Prior to this, the account had been open for several weeks with no warnings, flags, or issues communicated to me. 
After the restriction was placed, Atlas requested identity verification, including a photo ID and a live face photo. I submitted the requested documentation immediately. The app stated that verification would take approximately eight hours. However, more than 24 hours have passed, and the restriction has not been lifted. I have received no follow-up communication, no confirmation email, and no explanation. 
Atlas does not provide access to live customer support. Communication appears to be limited to an automated or AI-based chat system. There is no way to speak to a human representative. Additionally, the chat history does not reliably save or display prior conversations, and messages I previously sent do not appear in the chat record. 
I requested that Atlas simply return my {$100.00} and close the account. However, the system will not allow me to close the account, and I am unable to retrieve my funds. I also became aware of an {$8.00} monthly fee and other unclear or unexpected fees, which were not adequately disclosed to me before my funds were restricted. 
I am extremely concerned by the timing and nature of this restriction. The account functioned without issue for weeks, but shortly after depositing my own cash, the account was restricted, my debit card was disabled, and my money became inaccessible. This feels highly suspicious and raises serious concerns about the companys practices. 
To date : My {$100.00} deposit is inaccessible My account is restricted without resolution I can not reach a live customer service representative I can not close the account I have not received promised email communications I have no clear timeline for resolution I am filing this complaint because I believe my funds are being improperly withheld. I am requesting the immediate release and return of my {$100.00} and the closure of my account without penalty. I am also requesting that Atlas provide a clear explanation for the restriction and their failure to provide timely customer support.

Company response to consumer: Closed with explanation