Porte: Mobile Banking

I just started using the Porte app. I have been very pleased with the app and it’s features! However today I have been locked out of my app since this morning! By the grace of God I was able to transfer my paycheck to my other account however this was my rent !! I spoke with 3 wonderful representatives however no one was able to assist me with transferring funds or even the ability to transfer funds through the phone system. I love the app however it is crucial that Porte have a back up method in place just in case the app crashes and we need to access funds from the app. I was not aware that i could only access my funds through the app and not go online through a browser. I was not aware I could not access services to my account like , transfer monies etc and I was not aware that customers service would not have the ability to help me access my account at ALL ! I was told I have to wait 2-3 business days and this matter has been escalated. I am devastated because I left Chase Bank for this app and now I understand the importance of choosing banking services. As a single mother this is not good.

When I first opened my account, I didn’t experience any issues other than being unable to use Zelle or any other money transferring app. Recently my account somehow was compromised and money was withdrawn close so to $200 was taken. Keep in mind I don’t share my account information with anybody and only used it for everyday expenses. Getting a hold of a representative was extremely difficult, the phone number provided both online and on the app would ring and an automated recording would hang up on its own after asking for language preferences. When I finally got a hold of an agent, I had to call several times back; they immediately blocked my card with no option for temporary freezing, and left me with absolutely no money, I’ve tried generating a virtual card and it won’t even add to my Apple Pay so I can’t use it, I’ve tried linking 3 separate banks to transfer funds and only one worked but amazingly would not show up on the application leaving me still unable to use my money. The customer support offered little to no help, the only thing done for my situation was that a new card was ordered and the fraudulent transactions are currently being investigated which I was told could take up to 49 days, I’m left with no money and absolutely no type of access to my funds. Overall I would recommend opening an actual bank account so that you don’t have to face the same circumstances I currently find myself in.

There was a transaction I made for $8.83 and it threw up a suspicious flag, which locked my account. I called and they refused to lift the restriction because my phone number is under my husband’s name (1 account, 2 lines: mine and his). Note they verified me upon opening the account AND I called them from the number they were trying to verify. So I couldn’t access my money and was forced to email multiple documents. I was told it would be 4-6 hours to review. 6 hours later I get a confirmation and was advised 24 more hours. I call they tell me it’s resolved and explained what happened. They advised they don’t just verify the transaction, they have to verify my entire identity. So the Filipino on the phone said I was verified and good to go within 15 min. THEN they closed my account and said they’re gonna mail my check AFTER advising review was complete and the restrictions were lifted. All within 20 minutes. UPDATE: I was contacted by a corporate representative for Porte and by his own admission, they may do this again if activities seem out of sorts and are unable to verify the phone number is under my name. They will not verify the transaction itself with me. There is thing called FAMILY PLANS. Many families have this and most of the time these accounts are in the husband’s name. To ask me if I have another phone number is ludicrous, then to force me to send in multiple documents when my identity has now been verified TWICE. My recommendation remains the same — GO ELSEWHERE! I’ll give them 2 stars for their response and call back.