My complaint:
I used to have an account with viral before and they were pretty decent. Weeks ago I was approved for a checking account, still have not received a card, and all of my money has been withheld. I mean with help because there’s absolutely no way to transfer it outside of the bank. You have to have 31 days now with direct deposit in this account before you can transfer it with zelle like any other account holder. Before you used to be able to transfer it out no problem with the banks you were externally linked with. This does not work as it requires several days now for a transfer unlike what it used to be. When I had borrow before, you got instant transfers to external bank debit cards. Meaning if you were linked with a bank you could transfer it by the card or the bank account. Even by bank account it usually took one to two business days not the four to six now. You used to have the instant transfers by the debit cards like they do with zelle. You never had to wait to have an open account with them for over 30 days before you could transfer. I’ve spent over $50 just 2 Western Union myself cash to pay a couple bills and luckily the virtual card they give you when you have a viral account works but not for half of the bills I have to pay. How am I supposed to pay my rent, they’ve had my large balance sitting in my account which I can’t do anything with. It costs quite a bit of money just to transfer to an externally linked account. Varro used to have a phone number, an email address that you could send emails to and paperwork to in the account that there is an issue. Even if you have a dispute with a charge you have to listen to an automated dial teller approve you after you specifically answer certain questions the way they want you to. If they don’t like the answers that you give you get sent in a circle and told to call the chat line between the hours of 8:00 and 4:00 Monday through friday. The chat support is never and I mean never open. I have tried several times in the app during those hours and it’s never available. With the phone number they give you it is an automated line that directs you to do what you just did. They can withhold your money and have no accounting for it because they give you an email address no I’m sorry they no longer give you an email address they give you this pitiful excuse of a chat support time that doesn’t exist. They know you have no way to contact them and it’s extremely frustrating. How am I supposed to activate a card that is never arrived. I don’t even see the virtual card much because it pops up saying to activate my card. Card that still hasn’t come to me and no way even if you go through their fact and question page you type in where’s my card or complain that my card hasn’t arrived you won’t find out anything. All the answers that you’re told to refer to the questions of how do I activate my viral card how do I add my card to this. There is no answer to the question of what happens if your car doesn’t arrive. I can’t call anybody because their phone number directs you to a chat line. The chat rooms never open and no email where I can send a statement so I’m sitting on my thumb after weeks with money I can’t transfer, rent I can’t pay and a bank that’s really gone downhill. It’s shameful how pitiful this bank has gotten and I can’t even transfer my money out without paying money I don’t have or waiting on the same amount of time I don’t have either. When you have your accounts linked it’s supposed to be an immediate process if not one to two business days I have no card I was never sent a card yet and it’s been weeks who am I supposed to contact to get a physical card so basically they can withhold my money and nobody has to do a thing
Suggested solution:
There needs to be somebody or a department that borrow users can call when there is a problem either with their card or something to do with their funds. These are serious issues that screw up people's lives. We count on banks like this to transfer money to hold on to our money and basically have a card to be able to access it when we need to and pay our bills etc etc. To just have a simple chat support that never is available is not acceptable. We have issues all the time and customers get very angry and scared when they can't pay their rent because there's no way to transfer out money because they haven't had a bank account for over a month. There needs to be somebody you can email somebody you can get a hold of in situations where banks have somebody's money but they're still waiting on an actual car to arrive. That question is never brought up or discussed in any of the fact question facts please and dozens of minutes researching online you can't even get this information. Varro used to be a great bank, I used to have a lot of good things to say about them, now I am just a customer who can't pay her rent because she can't get access to the funds. Are they going to pay my rent? I doubt it
