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:01/15/2024

  Type:Billing 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.

  January 5th **** was transaction date.Amount taken out my account was $12.51 *********** offered me to download the Secure Lock app to safe guard anyone from getting into my account unless I unlock it to let them in and their app failed to do that. The other company tried twice and was denied twice cause it stil yet was not unlocked, but that third time Thrive allowed them in my account even though I still had not unlocked it!!!!!They didn't try to settle it they made excuses saying they use a third party and they opened the gate to allow them in my account even though ********************** was the one offering the Secure Lock app to customers. If they were dealing with a third party why offer the app let me decide to download from them, my business was with them not the third party, They offered me this so called Secure app to safe guard my account.!!!!!!My account is #********* advertisement comes when you open an account there they try to encourage you to get all these other features and Secure Lock was one of them and of course I wanted to control my account and keep it safe from unwanted companies trying to get in when they have been denied access, until I personally unlock my account. They is why i got it so I could control my account!!!!!!

  Business Response

  Date: 02/05/2024

  Thrive FCU does use the 3rd party app, SecureLOCK Equip, in conjunction with our debit cards issued through Transfund.  The app allows members to block and unblock their card and set security parameters to reduce the risk of debit card fraud on the members account.  As with all fraud products it is a means to reduce fraud, however there is no way to eliminate fraud 100% of the time.  We researched this complaint and the information is as follows:

  ************ did in fact have her card in blocked status when the transaction was attempted.  When she called our debit card department we logged into the SecureLock website to investigate.  ************ stated she did use the **** website and enter her debit card information to make a purchase.  The first time the company ran it through as a WEB purchase and it was denied.  A WEB purchase is a one time authorization that will look at the card status and account balance before approving the transaction.  

  The transaction that was approved was run through as Auto or preauthorized payment and cleared the account without her unblocking the card.  This was the reason that the transaction was approved.  Per debit card regulations auto or preauthorized payments are required to be paid by the financial institution.  If the company had run the payment as a WEB purchase again it would have been denied.  Auto or preauthorized payments are transactions for recurring debits that members set up with a merchant.  If these are not allowed to process the member would have to leave their cards unblocked because they can be cleared any time of the day on the date authorized.

  As previously mentioned the SecureLock app is designed to mitigate fraud and cannot eliminate it.  This transaction was a legitimate transaction that was initiated by *************  ************ was upset because she said the transaction was cleared without her unlocking the account.  However, the transaction code assigned to the transaction by the merchant dictated the routing of the transaction around the parameters blocked by the app. 

  The system worked as it should have and there is no further action we can take.
  

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] It does not resolve the issue that they allowed entry into my account that I personally was to manage with their secure lock regardless if I made a purchase or not which I did, but the funds were only to be released after I unlocked my account reason being I could have changed my mind because maybe I was using the wrong account for them to take the money out so with my thinking I would not unlock my account therefore thinking they could not take any money from this account which is secured I thought but in fact was not. Anyone that uses the method they used can access my account whether I unlock it or not and that is not what I signed up for. As a customer it doesn't matter to me whether they use a third, fourth or fifth party to gain access to my account it never should have happened without my permission in unlocking it.
  

  If this is how they do business then they need to change it or explain to customers in greater detail what will happen if A B C happens when trying to access money out my account regardless if it's locked or not then I would have had the option to reject using that service. I still believe it is a unfair business practice that needs the third party eliminated or eliminate that secure app from their services cause it is not secure for the customer. They don't tell the customer the whole truth about it. And what's really sad I was told even the employees there don't use it, they don't use their own services and I know it's because they knew more about it then the customers knew but they are obligated to suggest it without disclosing the full details about it. I will never use a Thrive bank again unfortunately and if asked my opinion I will tell the truth about their services that they fail to disclose to customers. I really was disappointed in this bank it was new to our area but just didn't live up to their hype.
  Regards,
  
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