Varo Money

This is Angenetta N. Williams.
This email is in reference to the dispute with claim# c2e1 concerning my missing $403.75 that I was never given thanks to a malfunctioned PNC ATM in the Forest Park, Georgia area on the day of Friday, 08/16/2024.
Its crazy how I have had to go through an appeals process because the phone call with your agent was not sufficient enough evidence to give me my money back although the Varo agent spoke the actual technician from RNC that day on my phone from the ATM that failed to dispense my funds.
My dispute was denied at first Im guessing because to your belief there was just heresay, but on Thursday, 08/22/2024, I emailed the photos of the technician on the phone with the security guard that was accompanying him and the ATM where the incident happened, that visual proof along with the phone call I KNOW!

Should be MORE than enough evidence THIS time to get me my money back! If not! Then I need the names of everyone I spoke toI need all names, all numbers because one way or another, Im getting my money back!
I even submitted the only proof what my Varo account counted as an actual completed transaction but really was not.
You dont waste time taking peoples money, but you waste time giving it back. I even want the names of every individual who responded to my emails; because of the emails I sent to try to prove my case; this is no ways giving me a reason to continue doing business with Varo and Ive went forth to warn others of this mishap as I have also read so late later on of other customers who dealt with the same exact problem on the same exact day; the only thing I have yet to read is they got their money back.
So my deal is, I get my money back, I will go back and reverse all of my comments and report that Varo does perform the due diligence to take care of its customers and does provide the level of protection all Varo customers need in cases where issues like this happen cause right now, being out of $403.75 is a pain; its not easy to come by.
What ever problems the bank is having is not my problem; I trusted Varo with my hard earned funds and got robbed of my money, and as a so called reputable digital banking solution, I expect the same level of service of Varo as with any other bank; or Varo needs to stop claiming itself as a bank.
I was told the appeals process takes from 5-7 days from the time of the filing, where are we at now; Ive waited long enough.

Produce me my money, or give up names. You got the pictures, you got recorded lines, you even got the RNC technician to vouch; I needs my money.
Thank you.

I signed up and had to harass them for my sign-up bonus in August. My boyfriend and I were hit with Hurricane Helene and we decided I would refer him to open a Varo account because we could definitely use the extra bit of money that comes from the referral bonus.

He met all qualifications (I have 3 different screenshots from Varo saying he is eligible and what date) on October 5th. So, we waited the maximum 7 days and now they are making every excuse, saying they had to escalate it to another inside team that doesn't have phone or computer access since our referral bonuses didn't just show up in our accounts. They wouldn't even tell me if I was getting a referral bonus because they couldn't see it from my account - only the person who signed up with your link's account - and since that's personal information, they always said that they aren't legally allowed to tell me if I was getting the referral bonus or not. We both contacted them at the same time last Friday and they said we would receive an email, and we haven't received anything.

I still don't have my referral bonus, neither does he. They won't fix it or make it right and they are absolutely avoidant about any questions about the time frame or why they can't deposit the referral funds themselves.

I am writing to file a formal complaint against Varo Money regarding their mishandling of my unauthorized transaction dispute and their violation of Regulation E (12 CFR § 1005). I am a customer of Varo Money with account number ending in XXXX.

On November 6-7, 2024, unauthorized transactions occurred on my account after my phone was stolen.

I promptly reported my card as compromised to Varo Money on November 8, 2024, well within the two-business-day requirement under Regulation E. Upon discovering the unauthorized activity, I took immediate action by changing all my account passwords, ordering new cards, and filing a police report. I provided Varo with documentation of my actual location, which proved I was not in the location where these transactions occurred, and explained that my phone had been taken.

Despite taking all these precautionary measures and following Varo's prescribed procedures, my claim was wrongfully denied. Varo Money provided me with what appears to be a generic, templated response one that I have found is commonly used in their denials, as evidenced by similar complaints on the Better Business Bureau (BBB) website.

This standardized approach suggests a lack of the thorough investigation required by Regulation E.

Under Regulation E (12 CFR § 1005.6(b)), my liability for unauthorized electronic fund transfers should be limited to $50 if reported within two business days. Moreover, Varo's own policy promises zero liability in cases where the card is reported lost or stolen, which I did promptly. Their denial of my claim directly violates both federal regulation and their own stated policies.

Varo Money has failed to properly consider the substantial evidence I provided, including the location discrepancy between my actual location and where the transactions occurred, the police report I filed, the prompt reporting of my stolen phone, and the immediate security measures I took to protect my account. Their investigation appears to fall well short of the standards required by federal regulations.

I have already filed complaints with the Better Business Bureau, the Office of the Comptroller of the Currency, and the Federal Trade Commission.

I am pursuing all available channels to resolve this issue and recover my funds. I have maintained detailed records of all communications and am prepared to provide any additional documentation required to support my case.

I am requesting the following resolution:

1. Full reimbursement of all unauthorized transactions

2. A detailed, written explanation of their investigation methods

3.

Acknowledgment and correction of their Regulation E violations

4. A review and reform of their dispute resolution practices

Under Regulation E, Varo Money is required to investigate and resolve this dispute within 10 business days (or up to 45 days if they provide provisional credit). Furthermore, I am formally requesting copies of all documents, records, and evidence used in determining the outcome of my dispute. This includes, but is not limited to, investigation notes, transaction logs, location data, and any third-party information that was considered in denying my claim.

Under Regulation E, I am entitled to documentation explaining the results of your investigation.

If this matter cannot be resolved satisfactorily, I am fully prepared to pursue arbitration as outlined in Varo Money's account agreement. However, I trust that with proper regulatory oversight, we can resolve this matter without requiring arbitration proceedings.

I request your immediate attention to this matter and expect a thorough investigation of these Regulation E violations.

Sincerely,

On 08-15-2024 @ 6:33pm, I went to withdraw $500 from a cardtronics ATM inside of a Circle K that did NOT dispense my funds. I called the 800 number on the machine as the manager advised that of course the machine belongs to a third party.

After waiting over 25 minutes, the gentleman at the atm customer service number asked for my name once and the transaction ID once..which he quickly then said that he couldn't find. He said that I have to call my bank and do a dispute for a charge back because there is nothing he can do. I am almost 100 percent sure that he was just clicking his fingers briefly to ACT like he was even really entering my information. I then called the scam bank VARO to dispute the charge and advised them that they have a camera that can clearly show I received no funds.

They denied my claim in 15 minutes and said that I needed to provide the video. I was told to get a copy of the video from the store from the VARO dispute department (which would need a subpoena btw). I contacted the atm company again and the lady asked me 3 questions and told me the same thing as the man the night before. Mind you, this $500 was for rent!!

I'm filing with small claims court and of course closing the VARO account. They haven't attempted to do any fraud investigation which is what a fraud department is for. Legally I can just not get a copy of a video from Circle K. I called their corporate office in which the gentleman sent an email to the district manager.

I was told later that day from the store manager Amy, that they legally cannot provide a still picture or any video without a warrant and I could file a police report, in which I did.

The police said that it's ridiculous because they cannot do anything with the report since I am filing about a machine and not a person taking my money. The officer stated that the atm company also legally has the capability to audit the machine, which is what VARO could have also gotten a copy of.

I have been a loyal customer for over three and a half years. I have never had any issues!

I've never made any mobile deposits of any sort, and only fund my account through CVS and Cash App! I have been working for over a year to get my life back together and recover from drug addiction. Every penny I have made in my recovery I have set aside for my future! I am due to go home in three weeks and as of last Friday, I received a notice after trying to use my card that I have been using every day for the last three years!

There's no way to contact this bank! I have tried to reach them through customer support who claim they only handle disputes. I tried emailing the first three emails that I received, only to find that they were no longer valid. I even tried to go through my husband's account on chatbot, but had no success!

After speaking very highly of this bank and, out of nowhere, having this happen. I have read review after review of people in the same or similar situations! This should be against the law; this is against the law! I am disabled and don't receive any disability benefits.

I have worked every gig, every *** job, every legit job I could possibly do to get back on my feet, only to have someone freeze my account with no warning, no reason, and no response! I have faith that God will take care of this for me, but I will never trust this bank ever again! Vero, you have totally lost my confidence in you and your ability to handle my money and gain my trust. When this is resolved, I will be reporting you to the Better Business Bureau and anyone and everyone else that I can!

My husband and my friends all have accounts with you, and I assure I will make sure all of them get closed because this came out of nowhere with no warning whatsoever! I've never ever had this happen to me and I hope I never have to go through this again!