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Complaint Details
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Initial Complaint
11/25/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a debit card with you ending in the number #**** . And I was to get deposit $794.00 SSI benefits on November @4, 2021. But it never came through . And I'm stuck homeless , and without bus fare to physical rehab. I called the number on the back of the card 1-877-404-4137. And they kept telling me that I had it pending that all the ssi funds came in 10:20 am November 24, 201 morning . It's now November 25th thanksgiving . And luckily Im a BEST WESTERN DIAMOND MEMBER I COULD STAY FOR THE HOLIDAY .Business response
01/17/2022
Business Response /* (1000, 5, 2021/12/09) */ On November 30, 2021, a Sutton Bank representative emailed Ms. ****** to obtain additional information needed to investigate her complaint. As of December 9, Ms. ****** has not responded. Without further information, we cannot assist in resolving any issues.Initial Complaint
11/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
A hold was placed on my debit card over 3 weeks ago and this bank refuses to release the funds back to me the amount is 50 dollars. Hotel stay at Comfort inn suites south Grand Rapids mi.Business response
01/17/2022
Business Response /* (1000, 6, 2021/12/03) */ Your complaint appears to concern a problem with your Providers' account. Sutton Bank forwarded your complaint to Providers and Providers responded that upon receiving the documentation that was needed showing that the $50 hold placed by a hotel had expired, the hold was released and the funds were made available to you immediately. Please contact Providers with any further questions regarding your account.Initial Complaint
11/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Funds were withdrawn fraudently without my consent and Sutton bank is not taking responsibility For the security breech and refuse to give back the fundsBusiness response
01/03/2022
Business Response /* (1000, 5, 2021/11/19) */ Sutton Bank's staff sent an email to Mr. ****** on November 12, 2021 to obtain additional information to help better understand the complaint and to assist in possible resolution. As of November 19, 2021, Mr. ****** has not responded.Initial Complaint
11/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
There have been numerous fraudulent transactions and withdrawals from my account. Every time I have attempted to get the company to find a resolution and refund the money that has been stolen from me they keep giving me the runaround. No resolutions have been made no attempts to make things right on their part have been made and they refuse to investigate the fraudulent charges and withdrawals and also refused to reimburse what was taken.Business response
01/03/2022
Business Response /* (1000, 5, 2021/11/10) */ Sutton Bank's staff sent an email to Mr. **** on November 4, 2021 to obtain additional information to help better understand the complaint and to assist in possible resolution. As of November 10, 2021, Mr. **** has not responded.Initial Complaint
11/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
August 5, 2021 fraudulent transactions in Las Vegas were made on my account. Robinhood concluded they weren't fraudulent although I submitted a police report and flight ticket showing I was in another state at the time of the trip. They refuse to give me my money back which violates MasterCard 0% fraud liability. The total fraudulent charges reflect I am owed $1,669.54.Business response
01/03/2022
Business Response /* (1000, 5, 2021/11/12) */ Sutton Bank forwarded your complaint to Robinhood. Robinhood responded as follows: Thank you for bringing this matter to our attention and please accept our sincere apology for any inconvenience this matter may have caused you. At Robinhood, we pride ourselves in customer satisfaction. We would like to let you know that we take customer feedback very seriously and we are always striving to improve our services. We see that you have contacted our support department in regards to the concerns you raised with the Better Business Bureau. Please review case numbers: ******** sent on November 10th and ******** sent on October 26th, at your convenience as they contain all the information pertinent to the concerns brought forth in your BBB complaint. We apologize for any inconvenience this process may have caused you. We very much appreciate your business and certainly understand that there is always room to improve our services. If there are any other issues that need to be addressed, now or in the future, please do not hesitate to contact us at [email protected]. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) An apology doesn't not return my funds.Initial Complaint
11/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is the second time my account has fraudulent activity on it, and the second time I had to reach out to BBB to get a resolution. This bank is a joke, when I first filed disputes for fraud they canceled my card, I specifically told them I DO NOT WANT A CARD I only want cash all for deposits for the IRS deposits. Well when I checked my account after I was waiting for a deposit, all my Money was gone! All of! And when I look at the recent activity there were multiple charges to my account and all were through a DEBIT CARD! .. cash app/ Sutton bank sent out another debit card, even when I refused to have one. Someone now has this debit card and spent all my money. When I inquired to dispute all of this and find out why a card was sent out when I specifically said I didn't want one, and they got back to me saying my dispute was denied because a pin was used.... Well obviously whoever has this card made a pin! Then I required back and told me all of this and she said they can't give me anymore insight in this disputes!! I want my money back!! This is absolutely ridiculous and I'll NEVER use cashapp again and I'll make sure all my friends who have cashapp don't use them anymore eitherBusiness response
01/03/2022
Business Response /* (1000, 5, 2021/11/08) */ Sutton Bank forwarded the complaint to Cash App and Cash App responded with the following: Please see the following regarding Ms. *******'s disputes: 10/16/2021 - Ms. ******* created an in-app chat support case stating that her recently deposited money had been spent via unauthorized Cash Card transactions. Ms. ******* provided Cash App Support all the transactions that had occurred after her deposit and the case was transferred to the Disputes team. 10/30/2021- The Disputes team emailed Ms. ******* and requested more information about the 14 unauthorized transactions. Ms. ******* provided that information and on 10/31/2021 the claim was denied as they were all card present transactions. Currently, Ms. ******* has two open dispute cases pending an investigation. They are within the 45 days for both cases. The remaining two cases are being fully investigated and handled accordingly. Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response, they were card transactions , I denied receiving a card from the last disputes when they closed my card. I said I did not want another card, and they sent one out anyway, I never received this said card. Someone has this card that I didn't even want. Now, whoever is preforming these illegal transactions on my account tried to deposit a bad check on the account. This is ridiculous and I want my money back and this card cancelled and I don't want a new one. Business Response /* (4000, 9, 2021/11/18) */ Sutton forwarded the information Ms. ******* provided on November 9, 2021 to CashApp. CashApp provided the following response: Ms. ******* is encouraged to report the card in-app to deactivate the Cash Card currently linked to her account. It is also recommended that she disable the newly ordered card to prevent any future transactions. Ms. ******* can visit Cash App's public-facing website for the steps to report and disable her card in-app. For convenience, the website is provided here: https://cash.app/help/search#card%20card&1 If Ms. ******* has any questions, she is encouraged to reach out to Cash App Support. Consumer Response /* (4200, 11, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already done that, and I still do not have my refund of all the money fraudulently spent!!!Initial Complaint
11/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have received an Albert debit cards in the mail from Sutton Bank. I did not request an account from Albert Cash, and will file a complaint with the FTC at identitytheft.gov. This is supposedly a Mastercard, ending in ****. I am requesting that Sutton Bank close this account and flag my identity to prevent future abuse. I would also like to know how this account was opened without my Social Security number. I am therefore also requesting that the company research this situation and ensure that any and all accounts associated with my name are closed.Business response
01/03/2022
Business Response /* (1000, 5, 2021/11/08) */ Sutton Bank forwarded your complaint to Albert and Albert provided the following response: In reviewing accounts associated with Ms. *********, Albert was able to confirm that an account was opened with her credentials on October 23, 2021. After receiving the complaint, Albert closed the Albert Cash account and associated debit card on November 4, 2021. While Albert is not able to provide the specific information used to open the account, Albert confirms that the account associated with Ms. ********* is closed.Initial Complaint
11/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So on October 31st . I decided to sign up for albert online banking for direct deposit with my employer . Everything was linked i have so many passwords that i forgot when trying to login and got locked out of my account . On the website it gives a number to text for customer support for this issue also giving me this message when trying to login i text that number over hundreds of times emailed support no reply . This is so fustrating because my check will be deposited into this account which is completly run by sutton bank . I cant get access to my funds at all . No customer support . How can you leave a customer lile this .Business response
01/03/2022
Business Response /* (1000, 5, 2021/11/10) */ In reviewing accounts and interaction associated with Ms. ******, Albert was able to confirm that an account was opened on October 31, 2021. The customer's request to initiate a direct deposit in the account was never completed due to the inability to connect to their payroll provider. No direct deposit funds have been received for Ms. ******'s Albert Cash account. Shortly after account creation, Ms. ****** was locked out of her account due to multiple password fails. The initial customer service contact request occurred outside of business hours and Albert responded the following business day to unlock the customer's account access.Initial Complaint
10/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have my direct deposit set up through a third party app called Albert, who receives its routing and accounting numbers from Sutton Bank, I called Sutton bank to figure out where my direct deposit is and they said to contact Albert, although they do not have an actual representative to talk to. I contacted my own financial department and they gave me an ACH trace numbing saying it was sent to Sutton Bank, I am holding Sutton Bank responsible as they are the ones you gave me my account and routing number to set up an account through the Albert App, I just wish to receive my money from the bankBusiness response
01/03/2022
Business Response /* (1000, 5, 2021/11/10) */ Sutton Bank forwarded the complaint to Albert. Albert responded as follows: Ms. ****** created an Albert Cash account June 28th, 2021 and attempted to establish direct deposit on August 19, 2021. This attempt was unsuccessful and customer was notified same day to reattempt or establish manually by sharing Albert Cash account and routing numbers with employers payroll provider. On September 10, 2021 Ms. ****** requested assistance to establish direct deposit. At that time, customer support sent Ms. ****** instructions to establish direct deposit. On October 29, 2021 Ms. ****** contacted Albert due to not seeing a direct deposit posted to within her account. Customer support instructed Ms. ****** to contact the payroll provider for clarification on the deposit. Ms. ****** contacted Albert again to share that payroll provider verified the deposit was sent to Albert. On October 30, 2021, customer support reached out to Ms. ****** to inform her of the deposit being posted to her Albert Cash account.Initial Complaint
10/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I got an Albert debit Mastercard I can't get into my account for not remembering my password I have direct deposit and can't get my money off my debit card and no one has answered any of my calls or emails I want my money I have to payy rent please someone call me ***********Business response
12/03/2021
Business Response /* (1000, 5, 2021/10/28) */ Sutton Bank contacted Albert about your complaint. Albert stated, "********* was locked out of her Albert app and contacted customer support. Albert provided instructions to reset her password. ********* was attempting to get cash back during a debit card transaction at a merchant, which is a service we do not yet offer. Albert explained to ********* why the transactions were declining and noted that ATM withdrawal is available. *********** account remains active and she has full access to her funds." If you have any further issues accessing your account, please contact Albert directly.
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Customer Complaints Summary
135 total complaints in the last 3 years.
24 complaints closed in the last 12 months.