Consumer complaint received 2024-11-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: Bridge IT, Inc.
State: OH

Complaint narrative:
I started subscribing as a premium user of the Brigit app in XX/XX/year>. That entailed monthly charges of {$14.00} to access the financial information and services of their app, plus $ 1 monthly deposits to a credit builder account. Although I was able to access the account for the first XXXX months ( XXXX and XX/XX/year> ), I could not access it after that. Brigit support can only be reached by email. I sent emails about the problem, but didnt receive a response, so I contacted the number for them that appeared on my credit report. The person I spoke to said she could not transfer me to them, but she would pass on a message. I asked her to request that they call me because I had not received an email back when I tried to contact them by email. When I did not get a reply, I tried sending support another email. I explained that I hadnt been able sign in using the email and phone number I thought I had provided, so they may have me under another one. I told them they had been taking monthly charges of {$14.00} and {$1.00} from my checking account since XX/XX/year>, but I hadnt been able to access it since XX/XX/year>. At that time, I was just trying to get back into my account and planned on continuing to use the app and products, but their method for resolving this has been so disjointed and chaotic that I finally told them that I wanted to cancel my account and to please refund my money. At that time, their email response said that they couldnt do that because, according to Brigit, even though theyd been deducting money from my account since XX/XX/year>, they said it was not connected. They wanted me to reconnect it. I reminded them that I couldnt sign in and they sent me an email telling me to sign in under my current phone number. I did that and connected my account. Last week, I sent an email to support to let them know I had connected my account to the app, as they requested. I received an email from them saying that my account was not in fact connected, however, when I went into the app connect it over again today, the records in their app said it was connected to both of my checking accounts. I just want to close my account at this point because of all these errors. Because I have not been able to access the app since XX/XX/year>, I am asking them to refund the monthly premium fees from that point on, in addition to the funds of my credit builder account, plus any interest. I have attached the emails I sent outlining this for your reference. Although I dont know how much interest was accumulated for the credit builder account, the premium subscription fees since XX/XX/year> total {$100.00} and the deposits they took for the credit builder account totaled {$9.00}, so, altogether, I am requesting a refund of {$110.00}, deposited into the same account they took it from. 

As I was writing this, I got a reply from Brigit support saying to refer to the email telling me that my bank account wasnt connected, when the email that person received included a screenshot of their app showing both of my checking accounts. I am beyond frustrated. This company is TERRIBLE!! I have wasted so much time and energy on this and hope you will penalize them in accordance. Please request any additional information you need to assist me with this. Thank you so much for your help.

Company response to consumer: Closed with explanation