GO2bank Faces Scrutiny Over Data Privacy, Customer Service After Rochester Reporter’s Troubling Experience

 

 

GO2bank Faces Scrutiny Over Data Privacy, Customer Service After Rochester Reporter’s Troubling Experience

Published: May 22, 2025, 8:45 p.m. CDT

Rochester, Minn. (RSTN) --A Rochester investigative reporter’s ordeal with GO2bank is raising urgent questions about the online bank’s data privacy, transparency, and customer support practices.

A Rochester journalist’s experience with GO2bank’s opaque customer service and forced data collection highlights growing concerns about consumer privacy, digital security, and accountability in online banking.

Lisa Loucks Christenson, a local investigative journalist, said her problems began when GO2bank’s mobile app automatically captured three photos during the identity verification process—without her consent and including personal images from her office. Efforts to have these photos deleted were met with vague answers and repeated instructions to “wait 24 hours.”

Christenson said she was alarmed when GO2bank’s customer service required her to enter her full Social Security number or bank card number simply to access support, a move she believes puts consumers at risk for identity theft and cybercrime.

“It’s not safe for a consumer to be forced into entering their full Social Security number OR their bank card number to access support. This is going to lead to keyloggers getting your information and worse.”
— Lisa Loucks Christenson, Investigative Reporter

Attempts to escalate her concerns were unsuccessful. Christenson said agents refused to provide their full names, badge numbers, or call reference numbers, and supervisors offered no additional help. Instead, she was told she could close her account, with no clear assurance her sensitive documents would be deleted.

“If you close your account, there’s no guarantee your personal information and photos are deleted,” Christenson said. “And when agents refuse to identify themselves or provide any way to reference a call, it’s impossible to hold anyone accountable.”

GO2bank, operated by Green Dot Bank and FDIC-insured, has not responded to requests for comment as of press time.

Christenson urges consumers to document all interactions with online banks, avoid entering sensitive information on potentially compromised devices, and file complaints with the Consumer Financial Protection Bureau if they suspect mishandling of personal data.

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