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:02/18/2025

  Type:Product 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 requested all 3 accounts to be closed and the remaining balance refunded. I was told they would process the request in 10 business days, however it has been well over 10 business days and the accounts are still open and I have not received any refunds. After contacting the company numerous times, they have now blocked the accounts and will no longer acknowledge my password to sign into the accounts. The company has deliberately locked me out of the accounts to avoid the accounts to be closed. They have made it extremely difficult to getting a resolution.

  Business Response

  Date: 03/05/2025

  Dear ****** S,
  
  We appreciate the opportunity to provide clarity regarding the complaint filed by ******* *****.
  Below is a detailed timeline of events outlining our compliance with regulatory requirements and our efforts to address the customer's concerns.

  
  1. Enhanced Due Diligence (EDD) & KYC Approval
  As part of our compliance procedures, we conducted Enhanced Due Diligence (EDD) on ******* ***** on Dec 19, 2024, during which we requested a utility bill due to the fact we received a flag of SSN associated with multiple addresses.  After reviewing the documentation, the customer successfully passed our KYC verification.
  
  2. Transaction Declines & Fraud Prevention Measures
  Throughout January 2025, the customer engaged in normal funding activity.
  On January 29th, 2025, a transaction was declined due to Action Not Permitted by the Cardholder.
  Subsequently, additional declines occurred due to authentication failures, which triggered our internal fraud monitoring system.
  Between February 2nd and February 3rd, the customer experienced 13 transaction declines due to our internal fraud prevention rules, including repeated authentication failures.

  
  3. Account Block & Customer Communication
  The customer reached out to request the unblocking of their account. After reviewing the activity, we informed them of the reason for the blocks and advised them to pause further funding attempts to prevent additional declines.
  Despite our guidance, the customer continued to attempt funding transactions, leading to repeated declines and further triggering our fraud prevention rules.

  
  4. Account Closure Request & Processing
  On February 3rd, 2025, the customer requested the closure of their primary account and three associated teen accounts.
  Our system logs confirm that an attempt to close the account was made on February 4th, 2025, but was unsuccessful due to the account being in a blocked status at the time for suspicious activity.
  Once we received the customer complaint via Trustpilot on February 18, 2025 our fraud analysts took immediate action to unblock the account.
  On February 18th, 2025, the account was successfully closed, and an email confirmation of the closure was sent and received by the customer on the same day.

  
  5. Login Restrictions & Data Deletion
  As part of our standard account closure protocol, access to the app was restricted after February 18th, 2025.
  Since the customers account data was deleted following our account cancellation protocols, the password reset link could no longer be sent after the closure.
  The customer later requested access to the closed account, but due to the permanent closure, access was not possible.

  
  6. Funds in Transit Check Issuance & Customer Follow-Up
  Upon successful account closure, a check for the remaining account balance of $23.45 was issued on February 18th, 2025 to the address we have on file for the user.  A check was issued due to the user not having connected a bank account to their ******************** account through proper procedures,
  Our Banking-as-a-Service (****) provider, Solid, has confirmed that the check was delivered on February 24th, 2025.
  On March 3rd, 2025, we proactively reached out to the customer via email to confirm receipt of the check. We have not received a response. 

  
  7. Process Improvement & Compliance Commitment
  As a result of this incident, we have reviewed and enhanced our account closure procedures to prevent similar delays in the future.
  We remain committed to adhering to all AML, BSA, and consumer compliance regulations while ensuring a smooth and secure customer experience.
  

  We trust that this provides sufficient information to demonstrate that we have acted in compliance with our internal policies and industry regulations while making every effort to assist the customer.
  

  Should you require any further details, please do not hesitate to reach out.
  

  Best regards,

  ******* Posse
  Compliance and Operations Lead
  Modak Makers
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