My complaint:
I have been trying for the last two to three months to get the funds that were locked onto my card off and into my hand for the last two to three months all of your representatives have been very rude to me the supervisors have been very short and nonchalant with me and over all this company has demonstrated a willingness to help me solve this problem I chose this bank as a primary bank because I thought that my friends would be able to stay here and I thought that I would be able to have easy access to my hardworking money but it’s been two to three weeks since the virus first broke out and I have never had access to any of my second my bank account because of this I’ve spoken to several representatives and none of them were able to help me most of them hung up in my face which I thought was very unprofessional and a lot of them just kept transferring my call or putting me back in Q so that they didn’t have to deal with the complaint I didn’t straight it a few times that I need my funds that were in a global pandemic and I am in emergency need of my son since I have an infant that I care for I communicated that my wallet was previously stolen so I didn’t have identification a photo ID but I did verify correctly all of the information that was on file and they still said they would need my ID and they need my leasing agreement so that they can send the address to the right address the DMV messed up and took six weeks to send me my ID and now I finally have my ID and I’ve been trying for the last 2 weeks to get in touch with the representative to expedite my money being transferred to me and I can’t get through every single day I’m calling you guys and every single day I’m on the phone on hold for since 9 a.m. Sue about 7 at night and no one answers my call I understand that there’s a long wait times and your call volume is high but I’ve been dealing with this emergency for over 3 months and still have no access to my phone and now that I finally have everything I need I can’t even get in touch with you guys I need someone to call me back I need someone to transfer me my phone’s I need my money because this is making me not want to ever be a customer or Banquets you guys ever again it’s not making me want to refer you to other people as a band because I’m being dealt with horrible service is going without because you guys are very strict about needing an ID card even after I verified correctly all of my information online which is why I have that information to verify verify my identity yes I’m still being asked for my physical ID card
Suggested solution:
The company should recognize that this has been an ongoing problem for the last 2 to 3 months with one of their customers and it's to the point a mother can't see her child because we're holding her account. The company should recognize that I had already verified my identity online with green dot and thus no further verification should have been required from me in this Global pandemic since this is an emergency situation my funds should be released immediately and I should get a replacement card sent to the address that I have already provided immediately.
