No response on chat

I had a $6200 dollar deposit post to my account 4 days ago which still has not cleared my debit card hasn’t arrived in the mail and I cannot get anyone to answer me through the chat. There’s no phone number to reach anyone so I’m just screwed

Chat has been very disappointing to me as well. A bank should not be bad at keeping track of money.

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I agree … I am having issues changing from auto to manual so I can make sure I have enough in my cash envelope for a bill that will go through tommorow and no one can answer me all day … very disappointing

Hey Joshua,

Welcome to our forum! I am very sorry that you are having a negative experience. When did you order your card? We typically see that at most it takes 10 business days to arrive, and unfortunately this is not something we are able to check up on. However, if it has really been a long time we are able to order you an expedited card. Let me know!

For the deposit: was this push or pull? We always recommend push, since pulling can take 3-4 days. You can try switching on and off your autopilot, as a bug we were seeing several weeks ago is that deposits that on our end showed as cleared but show as pending to the user.

Again, I am very sorry about any stress or frustration this has caused, our support team is currently undergoing some major changes, including a lot of new hires! We are very happy to have you on our community forum, and please feel free to post any feedback or suggestions you have about our app, as well as any issues you encounter.

Best,
Jacqui

Hey Kiss,

Welcome to our forum, we are excited to have you and sorry that you had a negative experience with our chat. As I mentioned above, our support team is undergoing some major changes, including a bunch of new hires . We appreciate your patience as we continue to grow as a team, and please let me know if you still have any unresolved issues and I will do my best to assist!

Best,
Jacqui

Hi Mario,

Welcome to our forum! We are excited to have you, and I apologize sincerely for any stress or frustration this has caused you. I checked on your most recent chat: do you mind long pressing on the error message, and sending me a screenshot of what pops up? There should be an error code, which will help our engineering team understand what’s going on.

Best,
Jacqui

I ordered my card about a month ago and it was a direct deposit not a push or pull

Hi Joshua,

I’m so sorry about your card, you should have told us sooner! I am having a member of our team expedite it to you today, so you should get it by this weekend: please let us know if you haven’t received it by then!

Your DD should only take 1-2 days: have you received it yet?

Best,
Jacqui

No I have not. I need to change my address

Hi Joshua,

My colleague Brian is reaching out to you to explain what’s going on with your account, I apologize sincerely for the delay!

Best,
Jacqui

I have sent numerous screenshots to the email you sent me days ago and to the chat support and NEVER receive any reply back …And if they do it’s them asking me to do something that is just common sense and know to try first thing there is an issue like telling me to uninstall and reinstall the app which I do anyway. Then what’s even worse when I answer them I don’t hear anything back from you guys for days or never in fact …I have a serious problem where I cannot use my money that I a. Supposed to trust you guys with and when I need to transfer or maneuver my money around I cannot bc an error keeps popping up … The error is what it is but the problem is you guys and customer service … we can’t even address and fix the issue in a timely matter because you never ever respond in time !! ITS FRUSTRATING AND HURTS YOUR CUSTOMERS and how we handle our finances … YOU HAVE TO BE ON CALL AND READY TO HELP CUSTOMERS DURING BUSINESS HOURS EVERY DAY OR EVEN JUST BUSINESS DAYS… I really enjoyed envel but this past week has made me reconsider it and want to transfer all my money out and close the account bc the trust just isn’t there yet and I get you guys are working on it and still new but I need real customer service and help when I need it when It comes to my hard earned money

Like I said I have nonstop sent messages through the chat at all times of the day this whole week and still haven’t received any reply and help to fix this issue besides the one from you. .

Anyway Thank you for your time and again I’m not trying to degrade Envel or anyone but it’s just frustrating when I can’t use the money I deposit the way I want or at all for that matter

Here are the screenshots of the message that comes up when I try to switch from auto to Manual… I am waiting for new debit card bc I was told there may be fraudelent activity but don’t understand why i can’t still switch to manual so I can use the money that’s in my cash envelope … I could t even make a pull transfer from my other account

Hey Mario,

I completely understand, it’s your money and it’s a big deal! I’m very sorry that you’ve been having a negative experience. I checked my email again, and haven’t received anything from you even in my junk folder. You used jacqui@envel.ai, correct?

In any case I spoke with Brian today, and he said that he was reaching out to you to help out with what’s going on. Please let me know if you have any remaining issues or questions.

Best,
Jacqui

Hi I also am pretty done with this whole thing. My original bank shut down so I was hoping Envel would provide me with most of the tools they provided to manage my money. Not only are there significant shortcoming with Envel but the app is completely non functional. Every single thing I try to do ends in an error and a link to support. I can’t even use my debit card. I reached out to support 2 days ago through the chat feature, and they have never responded. My money is either held hostage in Envel’s broken system or I can transfer it out to a real bank and wait a week for my money to come available. Hopefully the transfer function works?

I should have listened to the poor reviews I saw online, I have bills that I need to pay and your bank and non existent customer service has created a nightmare situation for my family.

Hey Wyatt,

I’m very sorry that you are having a negative experience. I just checked with the team, and your debit card isn’t working because you ordered a new one. Was this by accident, or do you remember doing this? Also, our Chief Compliance officer Brian told me he just reached out to you!

What error message(s) are you receiving? In order to assist you I will need more detail. If you could long press on the error message and screenshot, this will help our engineers figure out what’s going on.

Best,
Jacqui

Yes I ordered a new one because my wife left the card on the dash and it melted. When I got the new card I activated it but it seems the app still thinks the old card is the one on my account so it just sees it as frozen. Doesn’t even see the new card.

As far as everything else not working the error I’m getting looks like this

As far as Brian reaching out, I did not get anything from Brian but someone named Lewis reached out and said my account was locked. After showing him the same error message and explaining that my new card does not seem to be associated to my account through to the app, he had to escalate the ticket to a higher support tier. I’m still waiting to hear back.

Seems like they were able to get it fixed. Thanks so much!

2 Likes

Hey Wyatt,

I’m so glad to hear that, and thank you so much for your patience! Brian’s middle name is Lewis :wink:

Best,
Jacqui