GO2bank complaint: Unauthorized ATM withdrawals

My wife and I are enrolled in a program in Baltimore MD, and have been since 11/6/23. There will be no movement for us until at least Feb 2024. On 11/28/23 there were four ATM withdrawals from the Go2 bank account, made in New York city, totaling $411. We filed a dispute with go2 and were told via email that during the investigation the account would be credited back the money in ten business days, but on 12/8/23 we received an email stating that they’ve come to the conclusion that we authorized these transactions.

They told us that they use account activity to come to this conclusion, but if they did, they would see that we have never made any transactions in New York, she’s never even been to New York. The letter that came with the email, stated that these were chip transactions meaning the card was tapped instead these were ATM withdrawals. We called several times in vain but finally got through to the dispute department to ask about this, but were brushed off several times. So finally we asked for the number to the corporate office and were assured that someone would be there when we were transferred to answer the call, needless to say, they weren’t.

I hope there is help out there for us. We also tried calling the corporate number directly and as it turns out, it’s the same customer service you get when you call the number on the back of your card.