Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a report today pertaining to some unauthorized transactions that were fraudulently charged to my Kinecta checking account on September 23, 2024. I escalated this concern with them, and was told that I would receive credit reimbursement and I was assured basically that the situation would be sufficiently resolved. To my dismay, I find out that they had no intention to pay me my money back the whole time, as they told me the disputes were denied, and when I asked why they justified the denial under the premise "it's because the transactions were made using a physical card", but I had already verbalized in my first call to kinecta when I reported the transactions that i lost my wallet which had my card and PIN inside. I need to get a resolution on this situation, and need to have someone else look into this, because this just isn't right, and it isn't a good look for kinecta at all. I refuse to just lose $1,500 when its not my fault... I need them to rectify the situation or make it right somehow

  Business Response

  Date: 12/05/2024

  December 5, 2024
  
  **** *******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding charges posted to your debit card that you indicated were unauthorized. Account security is of the utmost importance to us, when we received your letter, I immediately asked my team to research the matter. This letter provides the results of our review.  
  
  We acknowledge the dispute claim you submitted on 09/25/2024,regarding a series of unauthorized charges totaling $1,518.00 posted to your account. We initially declined the claim because the transactions in question were chip-and-PIN authorized. Additionally, it was noted that you had notified us of the loss of your wallet, which contained both your debit card and PIN number.
  
  After a thorough review by our *************************** we regret to inform you that, due to the nature of the debit card transactions, the funds are not recoverable by Kinecta. Due to the circumstances surrounding the unauthorized access to your account, we must inform you that, as a precautionary measure,your ATM/Debit card privileges will be permanently revoked for the duration of your membership. However, in an effort to resolve this matter and ensure your satisfaction, we have issued a credit of $1,518.00 to your account as of 12/02/2024. A Final Resolution Letter was also mailed to you on that same day.
  
  I trust this letter adequately clarifies the outcome of your inquiry. Should you have any further questions or concerns, please do not hesitate to reach out to our ************************** directly at ************.
  
  
   Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/2024 I attempted to make a purchase with my debit card, I knew I had money as I just got paid, I called into the bank which I had to verify my information 3 times. Finally I was able to speak with someone who said my money was frozen since I missed my Credit Card Payment, total due was ******. No bank should have the authority to freeze my hard earned money. The bank failed to reach out to me prior to them freezing my account. No phone calls, no text messages, no emails, no courtsey. The very next day, I pulled all my money from the account and closed them, I'm sad to leave as I banked with Kinecta for 10 years.

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  
  ******* *******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing in response to the complaint you filed with BBB regarding the status of your membership with Kinecta which was restricted due to a charge-off on your credit card. Please know that I take your concern seriously and upon receiving your letter, I immediately asked my team to research the matter. Let me present our findings with you.
  
  On 12/21/2023, we received your request to cease all contact via email, phone, and text, allowing communication by mail only. Afterwards, you re-defaulted on your credit card payments. In response, we mailed multiple delinquency notices to your address on file. Since, we were unable to establish payment arrangements, the credit card was subsequently charged off.
  
  On 09/13/2024, you contacted us regarding the restriction on your membership. It was explained that the restriction was due to a charge-off on your credit card.While you indicated you were unaware of previous notifications, multiple letters have been sent to your address on file to inform you of your account status. Additionally, you agreed to make a payment of $166.00 towards your charged off credit card account.
  
  On 09/14/2024, you contacted us and requested the restriction to be removed from your account. Our representative informed you that payment arrangements must be made on the charged off credit card. However, we removed the restriction (as a courtesy). In addition, we stated that if no arrangements are established, the restriction will be reinstated.
  
  I trust this letter adequately clarifies the outcome of your inquiry. If you have any further questions or require additional assistance, please do not hesitate to contact our ********************** directly at ************.
  
  
  Sincerely,
  
  **** ******
  Chief Experience Officer

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Money was taken out of my account for a carnival cruise that I didnt make. A $961 dollar cruise packet was paid for from my account that I didnt authorize

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  
  *********************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing in response to the complaint you filed with the BBB regarding a charge from Carnival Cruise on your checking account that you indicate was not authorized. Account security is of the utmost importance to us, so upon receiving your letter, I immediately asked my team to research the matter.Allow me to share the findings with you.
  
  On 05/16/2024, we received your dispute claim regarding a debit card purchase from Carnival Cruise for $995.30. Initially, we attempted to resolve this issue by contacting the merchant. Unfortunately, the merchant was unwilling to provide the necessary information and instructed us to have you contact them directly.As a result, we were unable to obtain the required details from the merchant.
  
  On 06/30/2024, we submitted a chargeback request on your behalf to address the disputed charge. As of 08/23/2024, we had not received any rebuttal or response from the merchant regarding the chargeback. Given the lack of response from the merchant, I am pleased to inform you that, as of 08/23/2024, we have credited your account with $995.30.
  
  We apologize for any inconvenience this situation may have caused and appreciate your patience. If you have any further questions or need additional assistance,please do not hesitate to contact our ************************** directly at ************.
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a cash advance on July 19, 2024 a ****************. Due to the Crowdstrike issue, the transaction was never completed. I spoke with the ATM operator, ***** and they stated the transaction had been reversed and the funds were returned go my bank Kinecta FCU. I contacted Kinecta on 6 different occasions regarding the issue. Its now August 7, 2024 and Kinecta has yet to return my funds or provide me with a legitimate reason for not doing so.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  ***************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing in response to the complaint you filed with BBB regarding a debit card dispute claim. Upon receiving your letter, I immediately directed my team to thoroughly research the matter. Allow me to share the findings with you.
  
  Our records show that we received a debit card dispute claim from you on 07/22/24 for a transaction in the amount of $1,047.95.On 08/01/24, we mailed you a Notice of Final Resolution notifying you that based on the investigation of the transaction it was determined that no error had occurred.
  
  However, we continued to pursue a resolution and contacted the merchant again. Im pleased to inform you that on August 9,2024, the merchant confirmed they had returned the funds. The amount was credited to your account on the same day. Additionally, our Fraud Analyst,*******************, left you a voicemail to notify you of this update.
  
  Please accept my sincerest apologies for any frustration and inconvenience this has caused. Your satisfaction is important to us, and we appreciate your patience throughout this process.
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact our Risk ********************* directly at ************.
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

  Customer Answer

  Date: 08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kinecta has been charging $5 fee for the last few months. I had a balance of $41.95 back in August 2023. Every month since then, they have been charging $5 fees since the car loan has been paid off. At this point, they have taken all $41.95 for no reason at all. They just got free money. I am sure that I am not the only one who have gone thru this issue. They said this $5 fee is automatic if you don't have a loan with them and I should have known this when I opened the loan and savings about 7 years ago. When I closed the loan, they should let people know that "hey, your savings will have fees if you do not have a loan. you should close it." instead of just taking free money. Better Business Bureau should help out consumers who fall into this trap where Kinecta just get free money from us years after having a loan and closing the loan. At the end of the day, they made money off the loan. At least, Kinecta can let consumers know that consumers should consider closing the savings account so they don't lose their money. Thanks in advance for your help

  Business Response

  Date: 08/07/2024

  August 6, 2024
  
  ***************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing in response to the complaint you filed with BBB regarding the monthly service charges posted to your account.Upon receiving your letter, I immediately directed my team to thoroughly research the matter. Allow me to share the findings with you.
  
  I understand that you spoke with *************************,our ************** Center Manager, on 08/02/2024, about the monthly service charges on your account. She explained alternative options to help you avoid being assessed monthly service charges in the future. Additionally, I'm pleased to inform you that, as a courtesy, we were able to accommodate your request to reverse the $40.00 in monthly service fees you incurred.
  
  On 08/05/24, ***** followed up with you, and you informed her that you preferred to close out your membership and requested a check for the remaining balance. Your membership has been closed, and the check has been mailed to you as requested.
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact ************************* directly at ************
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  Date:07/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ****** BANK wired $20,000 into my account #******* on June 06, 2024 from their account #**********, routing #*********, then on June 10, 2024 requested I wire $17,000 to JESSYS ENT LLC. Account #************, routing#*********. ******** BANK then wired $20,000into my account #******* from account #**********, routing #********* and on June 11, 2024 requested I wire $17,000 to JESSYS ENT LLC. Account #************, routing #*********. On June 12 Kinecta Federal Credit Union sent me notice that the *** ****** BANK account had been closed and I owed $18,000 to Kinecta. On June 13, 2024 Kinecta notified me that *** ****** BANK account #********** was taken over and closed by unknown persons. I have no idea whats going on except Kinecta is accusing me of taking their money and I now owe them $36,000 in which I feel I was scammed or bank account hacked on from my checking account at ******************** and I need help. This is fraudulent bank to bank wire transfer and not my responsibility for what happened

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  
  ****************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with the BBB regarding fraudulent bank wire transfers on your account.Upon receiving your letter, I promptly initiated an investigation with my team and would like to provide you with the findings.
  
  Our records indicate that two *** Origination transfers, totaling $40,000, from a *** account were initiated through your Kinecta online banking account and deposited to your account on 6/10/***************, on 6/10/24 and 6/11/24, you visited the Torrance PCH ********************* and requested two wire transfers totaling $34,000.00. When Management inquired about the purpose of the wire, you informed us you were purchasing a classic car and the wire was time-sensitive. Unfortunately, the *** transfers from *** were returned as "Account Closed" on 6/12/24 and 6/13/24.
  
  During your conversation with our ************************** you shared that you had met someone through an online dating website and had extended financial assistance by using Zelle to send money. You communicated that all transactions were initiated by you, with instructions to return a portion of the funds to cover lawyer fees.
  
  Prior to the *** origination transfers, on 5/31/24, Kinecta had blocked an *** link on online banking due to an external trial balance transaction returned for Account frozen. Between 06/05/24 and 06/12/24, you reached out to our ********************* multiple times to address transfer issues and restrictions. You expressed the need to have restrictions removed to facilitate external transfers, as outlined below:

  
  * On 06/05/24, the ********************* recommended the account be restricted due to the online activity with *** Bank. You requested the account not be restricted and informed us you would visit a ********************* for assistance.

  * On 06/06/24, you informed our ********************* that you werent aware of *** Bank but your wife has an account with *** and was attempting to deposit money into your account. Your online banking account was restricted, and you requested to have it removed so you can have the ability to schedule external transfers.

  * On 06/07/24, you contacted our ********************* and stated your wife got into your account without your knowledge and was trying to transfer money into your account. Now that you were aware of what she was trying to do, you wanted to know if there was a way to get the restrictions removed from online banking.

  * On 06/10/24 and 06/11/24, you contacted the ********************* stating you were trying to transfer more money but couldnt perform the transfers due to the limit.
  
  Despite our attempts to intervene regarding the *** *** transfers, you assured us on multiple occasions that the transactions were legitimate and initiated either by you or your spouse. We understand that you *** have not completed the *** transfers yourself, and that your online banking account *** have been compromised; however, the funds from the *** transfers were used by you to facilitate the wire transfers. As a result, when the *** transfers were reversed, it created an overdrawn balance in the account.
  
  I understand how distressing this situation must be for you, and I want to assure you that we take matters of financial security very seriously.
  
  I trust this letter sufficiently clarifies the outcome of our investigation. Should you have any further inquiries or concerns, please do not hesitate to contact our ************************* directly at ************.
  
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  Date:06/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened my Kinecta account on 5/24/2024 with ************************************* through Zoom. After the Zoom session, I created my online profile and transferred $5020 from my external account to fund the account. The next day, 5/25/24, I was unable to log into my account because it was locked. I contacted Kinecta / ********************** and was told to provide statements from my external account that the funds came from. Even though I verified the external account through Plaid. As of June 12th, my account is still locked. My direct deposit from my employer was rejected and I can't access my funds.

  Business Response

  Date: 06/24/2024

  June 24, 2024
  
  
  *****************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with the BBB regarding your recent membership with Kinecta. Upon receiving your letter, I promptly initiated an investigation with my team and would like to provide you with the findings.
  
  According to our records, on 05/24/2024, you opened a new membership with us through a Zoom appointment. Subsequently, on 05/28/2024, you initiated an external ACH transfer of $5,020.00 to your Kinecta account. The funds were then placed on hold pending further verification.
  
  Since the inception of your membership, we have diligently worked with you to verify the information you provided, to ensure we are in alignment with the Customer Identification Program requirements. Despite our efforts, which included requests of you for additional documentation and removal of the security freeze on your consumer report, we regret to inform you that we encountered challenges in fully validating your identity.
  
  In light of these ongoing verification difficulties and in response to your request, we will proceed with closing your account and initiating the return of the funds.
  
  I trust this letter sufficiently clarifies the outcome of our investigation. Should you have any further inquiries or concerns, please do not hesitate to contact our ************************* directly at ************.
  
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since November of 2023 I have been trying to get Kinecta to send me my mortgage statement and they are either unable or unwilling. I have contacted them by phone and they keep transferring me to different people and nothing gets resolved. I have emailed ********************************* numerous times, she has sent me a current statement but the next month nothing so I have to call them every month to get a statement. It has been 3 months since my last mortgage statement. No one has ever called to follow up and make sure that I am getting the statements. Very poor customer service since ********************** took over the Xerox accounts. I have had accounts with them for 40+ years and am supposedly a "VIP", Kinecta ****** *************** which apparently doesn't really mean anything because when I call no one is there to talk to. Today I was transferred to someone that the operator knew was not going to be there, she just wanted to get rid of me and not do her job.

  Business Response

  Date: 05/14/2024

  May 14, 2024
  
  
  *************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB in relation to your monthly mortgage statements. When we received your letter, I immediately asked my team to investigate the situation. This letter provides the results of our inquiry.  
  
  Please accept our sincere apologies for the inconvenience and frustration you have experienced regarding your statement settings and the subsequent delays in receiving your monthly statements. I understand that you have been in contact with our ************************* and our sub servicer ********************* **** (DMI) since 12/11/2023 regarding this matter. Initially, it was determined that you had set up e-statements through online banking, and on 1/19/2024, we provided you with instructions to update the settings, as this was not something we could change on your behalf. We also promptly sent copies of statements via ***** at that time.
  
  However, it came to our attention on 2/23/2024, when you contacted us again about missing statements, that there was an issue with your statement settings. Upon reaching out to our sub servicer ********************* **** DMI, it was confirmed on 2/29/2024 that you were indeed set up for paper statements. We immediately took action, emailing and mailing copies of the statements to you.
  
  Unfortunately, that didnt solve the issue. So, upon receiving your most recent complaint, we worked diligently with our sub servicer ********************* **** (DMI) to identify the root cause of the issue with your statement settings. Their IT Department has since rectified the problem, and they have assured us that you will receive paper statements going forward.
  
  Once again, we apologize for the inconvenience and frustration this situation may have caused you. Your longstanding membership is deeply valued, and we are committed to providing exceptional member service. I trust this letter adequately clarifies the outcome of our investigation. Should you have any further inquiries or concerns, please do not hesitate to reach out to our ************************* directly at ************.
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an extremely serious issue with Kinecta right now that needs to be resolved immediately I was the victim of some Unauthorized charges that were posted to my debit card, as I had lost my wallet. The transactions were:$500 - *****'s - April 13 $500 - Ralphs - April 13 $500 - Ralphs - April 13 $36.76 - ********* April 13 (posted on April 14)They then came back and denied the case/disputes Upon finding out my case was denied from a letter in the mail that delivered, I IMMEDIATELY went into my local Kinecta office to find out why the case was denied, and escalate a re-appeal. I was told the case was being reappealed and that "we would get to the bottom of this" so I was starting to feel more re-assured about the situation and that it was being handled.**** and behold, I get further correspondence from a Kinecta associate over email saying:"I was reaching out to give you an update on your claim. It looks like our back office is still declining to issue credit for the transactions and are holding you responsible for the following reasons: -Authorized transactions before and after disputed transactions -Transactions were chip and pin authorized -Mobile/Online Banking logins within the disputed transactions"None of those reasons are valid reasons to not give me my money back that was swindled from my account. I need to get this escalated ASAP, I'm not about to be out of $1,500 of my hard-earned money over this. At this point, I'm just baffled that Kinecta is not doing anything about the matter at hand to rectify it and make it right. Not the customer service I would expect at all. I'm going to be needing my money back, this isn't something I can just sweep under the rug

  Business Response

  Date: 05/14/2024

  May 14, 2024
  
  
  ***********************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB in relation to charges posted to your debit card that you indicate were unauthorized. Account security is of the utmost importance to us, when we received your letter, I immediately asked my team to investigate the situation.This letter provides the results of our inquiry.  
  
  We acknowledge your dispute claim dated 04/15/2024, regarding a series of unauthorized charges totaling $1,536.76 posted to your account.After thorough review, we regret to inform you that your claim was initially declined,as the transactions were chip and pin authorized. Additionally,it was noted that you had notified us of the loss of your wallet, which contained a piece of paper with your PIN number written on it.
  
  However, upon further examination, a second review was conducted by our Risk ********************* and additional support information was obtained that wasn't initially available. I am pleased to inform you that on 05/10/2024, a credit in the amount of $1,536.76 was issued to your account,and a Final Resolution Letter was mailed to you on that same day.
  
  Please accept our sincere apologies for the inconvenience and frustration this situation may have caused you. I trust this letter adequately clarifies the outcome of our investigation. Should you have any further inquiries or concerns, please do not hesitate to reach out to our Risk ********************* directly at ************.
  
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

  Customer Answer

  Date: 05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a car and was written a check by the company KOP AUTO **** for $41,000. The check was a CHASE check. Unfortunately I do not bank with CHASE so I deposited it into my personal account at ******************************************************************. They released the hold on $6000 a few days later and said that the rest of $35,000 would clear on May 3rd. Today it is May 3rd. I attempted to withdraw my funds and I was told that the check was not cleared yet by the issuer of the check. This was false information. I called the issuer of the check and he said that his bank had already cleared the funds. Kinecta then told me that this was being escalated to the **************** There was no valid reason for this and they will not give me this information in writing. I believe I am a victim of discrimination and racism and I would like to complain about loss of contracted funds due to UNJUST holdings of funds that were already verified by *****.

  Business Response

  Date: 05/14/2024

  May 14, 2024
  
  
  *******************************
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB in relation to a check deposit in the amount of $41,000.00. When we received your letter, I immediately asked my team to investigate the situation. This letter provides the results of our inquiry.  
  
  According to our records, on 04/24/2024 a check in the amount of $41,000.00 was deposited in your account. Due to the significant sum, we placed an extended hold on the deposit as part of our standard procedures.
  
  On 05/03/2024 you visited our ***************-**************** and requested to withdraw $35,000.00. The Branch Assistant Manager initiated a standard verification process by contacting ********** to confirm the validity of the check. We were informed that the check raised some concerns at ********** as it did not match their records.
  
  Naturally, this raised red flags for us, prompting us to exercise caution and place a hold on the funds pending further investigation. To assist in resolving the issue, when you mentioned the funds were from the sale of a vehicle, our Risk ********************* requested documentation of the sale and proof that the check has been cleared from the makers account.  
  
  During a phone conversation on 05/03/2024, a member of our Risk ********************* discussed the check hold and the steps taken to resolve the matter. Regrettably, a third party was speaking on your behalf during the call. Our team member informed you that she could only communicate directly with you as there were no other listed joint account holders. Despite this, the third person persisted in speaking for you, and as a result, it was necessary to disconnect the call for security reasons.
  
  On 05/06/2024, our Risk ********************* team successfully validated the supporting documentation you provided to us. As a result, the hold placed on the funds was released. Furthermore, we contacted you via phone the same day to notify you of this resolution.
  
  Please accept our sincere apologies for the inconvenience and frustration this situation may have caused you. I trust this letter adequately clarifies the outcome of our investigation. Should you have any further inquiries or concerns, please do not hesitate to reach out to our Risk ********************* directly at ************.
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer