gobank.com

GoBank closed my account and is holding MY money hostage

I have been with GoBank since 2016 and never had any issues. All of the sudden on 7/24/2021 my card was declined trying to purchase food. I immediately logged on my account through the App and it stated my account was closed and to see my past transactions log onto gobank.com. I did not receive a notice or anything. Plus there was only a balance of $63.54 but I knew I was supposed to have way more money. I called customer service and was talking to a call center in India. The people were very hard to understand because of the accents. I asked them why my account was closed and that I was missing money. They told me there was an investigation due to fraudulent activity. The response about the missing money was they had to look into it because they only saw $63.54 but I was adamant that there should be more than $1500 in there. They transferred me to another agent and all she did was read off random transactions and asked if the transactions were authorized by me, which they all were. They told me before they could help me I had to email a picture of my ID to Green Dot to get verified along with an assigned case number and wait 2 days for a response. In the meantime I downloaded all my statements and added every deposit and subtracted every debit. The result showed that I should of had $1688.88 in my account plus the $63.54 totaling $1752.42. So on 07/26/2021 I called again to let them know what my balance was supposed to be. I went through the motions with them and after being transferred multiple times I found out that my case number had been closed because they claimed they could not see my ID. I never received a notice or email to sent another picture. The agent then gave me a new case number and to send my ID again along with a selfie so they can verify me and to waited another two days. In the meantime I kept monitoring my online account and on 07/29/2021 I saw that my account balance was at the correct amount of $1752.42. So I became excited thinking GoBank fixed the problem so I called them. Unfortunately that was not the case. The second case number that I was given was closed out as well, they told me it was not assigned to me???? I was livid to say the least and demanded to talk to someone who knew what was going on. They ultimately sent me to the "Corporate Office" which was still a call center in India somewhere. After being put on hold multiple times, she said that my account had been permanently locked and if I wanted my money back to have the sender of my last deposit to ask for a return. I told her that I made last deposit from my Cash App. my husband gave me money for our monthly bills including the rent. He sent it to my cash app from his bank in which I transferred to my account at GoBank. So she basically told me there is nothing she can do. I told her I would get legal help and disconnected the call. I do not understand how the government allows businesses to take peoples hard earned money. It should be illegal. I already put a complaint on BBB. I am in the process of contacting the Attorney General in Maryland and will contact my Senator. I will not stop until they give me my money back. Beware of GoBank a.k.a Go2Bank a.k.a Green Dot Bank.

Date of experience: Aug 11, 2021