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:05/26/2022

  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.

  Credit card fraud... My card was compromised and I have waited 60 DAYS for my money to be returned and just got hung up on!! Three separate charges on 3/23, 3/25 & 3/29 all at a ******* for a total of $243.23

  Business Response

  Date: 06/08/2022

  We are writing today in response to the complaint filed with your office on May 26, 2022
  
  The customer had disputed charges on their debit card on March 25, 2022. We advised the customer that
  the dispute process can take up to 60 days for a response to be received on the dispute once filed.
  
  The customer reached out again on May 23, 2022 requesting an update. We received an additional request
  for information on the dispute on May 25 and reached out to the customer requesting additional
  information.
  
  The customer responded on May 26 and we advised them that the merchant had requested additional
  information, and that we needed the customer to submit a letter with specific information in order to
  continue the dispute on their behalf. The customer was frustrated by this response, and a supervisor spoke
  with them to walk them through what was needed and why, We provided information to the customer to
  complete the response, which they did that same day.
  
  The response from the vendor to the supplemental information was received on June 7, 2022, and we
  credited the customer’s account that day for the amounts related to the transaction disputes. We also
  spoke with them to advise that the credits would appear on their account that day. This resolved the
  outstanding disputes filed by the customer.
  
  Thank you for the opportunity to respond to this inquiry.
  

  
  

• Initial Complaint

  Date:05/24/2022

  Type:Customer Service 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.

  Small business bank closed my account without my consent or without sharing the reason as to why it was closed on May 2nd. I attempted to contact them on May 3rd, and was told I would receive a call back with more information on what happened. I have attempted to contact them five times since on May 6th, May 11th, May 23rd, and today May 24th. Each time I am told I will receive a call back and they can't discuss any information with me or help resolve my issue with the check they sent me. They have issued me a check that I can't deposit since it was not addressed to me personally, it was addressed to my business. I have since opened a new business bank account, however the name of my business in Texas is different than the name of my business in Wyoming and they will not accept the check due to this. For further explanation on why my business has two names: My business was formed in Wyoming even though I live in Texas in order to protect my privacy. Texas foreign filing for my business had to be done using a dba with a separate business name, because my Wyoming business name may was unavailable in TX. They will not address this issue through my phone calls or through their message center. Closing my account abruptly was already a huge inconvenience to my financial situation but now not even being able to deposit my remaining funds of over $87k is devastating to my finances.

  Business Response

  Date: 06/08/2022

  We are writing today in response to the complaint filed with your office on May 25, 2022
  
  We were unable to maintain this business customer’s account and mailed a cashier’s check on May 5,
  2022 to the customer made payable to the business name that the account was opened under. On May 13,
  the customer requested the account transaction history since April 30, which was sent on May 16th.
  
  The customer advised us on May 23, 2022 that they were unable to deposit the check and requested that
  the check be reissued to them personally. Because this was a business account, we were unable to send
  funds to them as an individual. We proposed that the customer provide us with the account and routing
  number of the business account they wished to have the funds transferred to in lieu of the cashier’s check.
  
  When we received the account verification letter on May 24, the name of the business was not the same as
  the name of the business on the account from which the funds were being transferred. The customer
  explained the situation regarding the business name, and we advised them the next morning that we
  needed to review the information provided to determine what we could do in order to resolve the issue
  and that we would be in touch by the end of the week.
  
  The customer requested an update on Friday, May 27 and we responded advising them of the steps we
  would take regarding their account and explaining the steps that they would need to take in order to
  request the funds transfers to move the money from their account to the account(s) of their choosing. The
  customer was able to complete the transfer of their funds on June 2.
  
  Thank you for the opportunity to respond to this inquiry.

• Initial Complaint

  Date:05/12/2022

  Type:Customer Service 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 recently contacted this institution for a simple business address change on the account from an address in Anaheim on East Center street to an address in I***** ** ******* *****e. They refused. Even after providing them reports and organizational documents from the sec of state showing the address in question as the correct address, they claimed to be confused and continued to engage in absolutely unwarranted argument for several days. Eventually when the stupidity became too blatant, they changed the address but then within a day of this as some sort of retaliatory move, they sent me a message falsely claiming that per my request, the account will be closed. I told them I made no such request and that any request for any action on the account must be in writing. They ignored and closed the account. This is absolutely unbelievable. Discriminatory harrassment and retaliation for something as flimsy as changing an address. Should this mess in anywhere interfere with certain pending transactions or cause unwarranted burden we will be suing this idiots for nothing less than $20 million dollars. This complaint was also filed with the federal reserve. I have no clue who gave this entity a banking license.

  Business Response

  Date: 05/26/2022

  Attached please find the response to the complaint filed by Mr. Abarah with your office.

  Please let me know should you need anything additionally.

  ***** ******

  We are writing today in response to the complaint filed with your office on May 12, 2022
  
  The customer had opened an account with the Bank on September 8, 2021. No transactions had been
  processed on this account since the opening. We received a message through the banking app requesting
  an address change on April 15, 2022. As per our policy, we attempted to reach the customer via telephone
  to confirm the requested change on April 15, 2022. We were unable to speak with the customer and left a
  voicemail message asking him to return the call and also sent a secure chat message asking him to please
  call to verify the request.
  
  ** *** *** ******* * **** **** *** ********* *** ** *** ******** *** ******* ******* *** ****** ******* *** ****** ** ***** ****** *** **** * ******* ** ***** ** *** *** ******** ****** ** ***** **** *** ********* *** ********* ******* ** *** *** ****** *** **** *** **** * ****** ** ****** **** ******** ********* *** ******* ** ***** **** **** *** ******** ********* ******* ******* ** ******* ** ******* ****** ** *** ******* ** ***** *** ** ****** *** ******** ***** *** **** **** ** ***** *** ******** ** ******* *** ******** ** ******** *** ******* ****** ********* *** *** ********** ********* *** *** ******** ********* *** *********** ******** ********* *** ********* ** ***** *** ******** ** ******* ** *** ********* ********** *** *********** ********* *** ***** ** ********** ** ******* *** *** *** **** *** ********* *** ***** ***** ***** ********* *** ********* ********* ** ********* **** ** ***** ** ****** ** ******** *** ********** ******** ** **** ******** *** ******** ******* ****** **** ********* **** ** ***** ** ******* *** ******** ***** *** *** *** *********** ** ******* ** **** ********

  Customer Answer

  Date: 05/28/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response:
  

  How pathetic. What a coward. Lies, lies, lies! How about you grow a pair, stand in my face and tell me you closed the account because you just felt like engaging in some good ol discrimination? Suggestion... you should wash your mouth with both bleach and soap. Flimsy and petty is exactly what your are. FACT: You were so adamant about not changing the address to what was specified so much that when it became utterly apparent to your dumb as that you were engaging in a dumb ass argument, you decided to have the account closed to save face, get back at and retaliate against customer. Literally within a day of you eventually changing the address on the account, you DID NOT send me any notice of YOUR intent to close an account.. You sent me a message that your RECEIVED A REQUEST FROM ME, to close the account. You also stated that I contact you by phone to confirm my request to close the account. I told you I made no request and that going forward any request for any action on the account be in writing. This you ignored and closed the account and now start fabricating these stories. If you learned anything from any discussion we had, it was that your system was erroneously transmitting a request for business address change as a request for a residential address change, at least that is one of the many excuses I have been provided. Its one excuse after another and you constantly reaching and looking for excuses. About this so-called discussion,  on the organization documents that was provided, you were told that I use an alias for security reasons. I dont need to justify anything to you when I have strange persons stalking me around, camping out at whatever address is listed on public record, attempting to replicate whatever I do or blatantly engage in fraud using publicly gleaned information. I deal with this nonsense everyday. The account is not opened under an alias and even if it were which it isn't, both a federally issued SSN and EIN are linked to account. **** **** **** ***** ***** **** *** ******** * *** **** *** ******* ******** **** *** **** ****** ******* **** **** ******* ************** ***** ***** ** ***** ********** **** ** ***** **** ****** **** **** ****** ****** **** *** * ******* ***** ******** ****** *******
  

• Initial Complaint

  Date:05/12/2022

  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.

  This bank claims to help small businesses. They have you open an account, deposit money and then you can no longer access the account or money, when you call it is an answering service. If you ever speak to anyone they claim you will have to call another time. People cannot access their money and the bank is refusing to refund or provide access to accounts. We strongly believe this bank is fake and committing fraud.

  Business Response

  Date: 05/26/2022

  Attached please find the response to the complaint filed by Ms. ******

  ***** ******

  We are writing today in response to the complaint filed with your office on May 12, 2022
  
  The customer had experienced problems logging in to her account in the system after a system conversion
  that was completed in 2021. Our customer service manager assisted her over the phone on May 12th with
  getting access to her account and ordered a debit card for the customer.
  
  After she completed the call, the situation with the account was discussed by management. Upon further
  review, it was determined that we needed additional documentation to fully activate the account. This
  documentation had been requested previously but had not been received, and the missing information was
  not readily apparent because of the system conversion the prior year.
  
  A message was sent to the customer through secure chat the next day on May 13th regarding the
  information needed, but we did not get a response from the customer. The customer has since used the
  debit card to move the remaining funds from the account. We have called the customer and requested that
  she call us in order to assist with resolving any issues that remain regarding her account.
  
  Thank you for the opportunity to respond to this inquiry.

  Customer Answer

  Date: 05/29/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: The business refused to release my money and now it seems suspicious that they are asking for documentation they claim they never asked for over a year ago. 
  
  ******** ******* *****