GO2bank: a customer’s nightmare
I opened a checking account with GO2bank to deposit funds for a week-long stay in NYC in August of 2020.
The bank had a 4.0/5 rating on the NerdWallet website, so I joined online—no problem.
In November 2021, I called customer service to close the account because the $5.00 monthly fee was eating into my $45.00 balance.
The customer service rep closed the account and advised me that a refund check would be sent. Of course, I cut up my debit card since I had no further need of it.
I never received the check.
During subsequent calls to ascertain why no check had arrived, I was told that the check had been issued but returned or that no address was on file (really?) or that another check request would be submitted.
In the meantime, I had moved and believed I could just tell the rep my new address. However, she said that I needed to verify my identity, (We’re now in January of 2021.)
Consequently, I submitted copies of my current electric bill and Nevada driver’s license. No response to my e-mail.
After countless calls with no results, I wrote to the bank’s CEO at the parent company, Green Dot Corporation in Pasadena, CA, explaining my frustration over securing a refund.
Eventually, the company responded but requested proof of identity (again). I complied, but never got confirmation of this 2nd e-mail. The rep said they would “investigate.”
After weeks of no movement in this matter, I filed a complaint with the federal Consumer Financial Protection Board (CFPB).
Within days, Green Dot called.
At the start of the call, the rep had an “issue” with his computer. I was put on hold for 5 minutes. When he returned, he said I should submit copies of a utility bill and my driver’s license.
I explained that I had done this previously but to no avail. He told me that the e-mail address that I had used was “no longer valid.”
(I couldn’t figure out how he knew this since he had no record of said e-mail.)
He proceeded to give me another e-mail address, but suddenly there was interference on the line, I could only hear every other word. (I firmly believe that the long wait and interference were deliberate.) I hung up.
On May 17, I received an e-mail from the Federal Reserve Consumer Help Center. (The CFPB had forwarded the complaint to the agency.)
"We have forwarded your correspondence to the Federal Reserve Bank of San Francisco. You should receive a response from the Reserve Bank handling your complaint or from the bank within 60 days. More complex complaints may take longer.”
On May 20, Green Dot sent an e-mail stating, “We would like to speak with you regarding the concerns you shared and assist in a resolution.” I did not bother to call.
May 23: “Thank you for contacting us regarding your request for a refund. To assist us with completing your request, please reply to this email within 2 business days with the following documents:
“Legible picture of a valid, permanent state ID or Driver’s License (front and back).
“Picture of most recent utility bill or Lease agreement with your name and address which will match where the check will be mailed. Your name and address must be visible.”
I complied on May 26. Now, it’s a game of wait and see.
During this prolonged back and forth, I had checked reviews for Go2bank on Trustpilot and Yelp.
A few examples:
“This is by far the worst account I've ever had. Stay away from them. Card was constantly locked for stupid reasons.”
“I was just bounce (sic) around from person to person. They don't keep transaction (s).”
“Worst customer service ever, they will do absolutely nothing to help you resolve an issue. Rude, unprofessional and a waste of time to talk to.”
“I can't get a hold on a customer service representative. My money is there but I can't use it because none of my cards work. DON'T GET IT. I HAVE MONEY I CAN'T USE THERE! USELESS CUSTOMER ROBOTIC SERVICE!”
“I scheduled my tax refund to be deposited into my Go2Bank debit card. They didn't put it on my card but instead returned it to the IRS. So now I'm having to wait 90 days …. And they won't even let me close my account because I have $1.90 on my debit card.”
There are more, but you get the drift.
Ironically, a niece is fighting to get $150 out her GO2bank checking account using her newly-issued debit card.
Guess what? She has to prove who she is before she can use it.
She was told, “Please send a copy of a utility bill …. blah, blah, blah.”
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