Product: Credit card

This complaint, filed with or to be filed with the Consumer Financial Protection Bureau ( CFPB ), Federal Trade Commission ( FTC ), California Attorney General 's Office, California Department of Financial Protection and Innovation ( DFPI ), and the California Department of Fair Employment and Housing ( DFEH ), details the unlawful and discriminatory actions of XXXX XXXX  ( known as XXXX XXXX XXXX ) and serves as formal notice of my intent to pursue all available legal remedies, including litigation, to rectify the harm caused by their egregious conduct. 

This is my second formal complaint filed with the CFPB against XXXX XXXX XXXX within the past few weeks, clearly demonstrating a pattern of unlawful and discriminatory practices and abysmal customer service. My previous complaint, filed on XX/XX/year>, detailed the company 's deceptive " bait-and-switch '' tactics regarding their " XXXX '' feature. Specifically, despite repeated email assurances that XXXX was available for my account and eligible transactions, I was denied access to the program for a qualifying purchase made on XX/XX/year>. This resulted in unwarranted interest charges and demonstrated a blatant disregard for truthful advertising and fair business practices. Furthermore, my attempts to resolve the issue through email were met with complete silence, highlighting the company 's dismissive attitude towards customer concerns and its unwillingness to rectify its own misleading practices. 

To add insult to injury, the company 's response to the CFPB complaint was not only unsatisfactory but also deeply concerning. Instead of addressing the issue in a transparent and forthright manner, they provided a response riddled with inconsistencies, contradictions, and potentially misleading information. This response further demonstrated their disregard for consumer rights and raised serious questions about their commitment to regulatory compliance. My detailed rebuttal to their response, outlining the specific flaws and deceptive elements within their communication, was completely ignored, further highlighting their unwillingness to engage in good faith and resolve legitimate consumer grievances. 

This previous incident, coupled with the current unlawful transaction denial and abusive customer service, paints a clear picture of XXXXXXXX XXXX XXXX  ( known as XXXX XXXX XXXX ) systemic disregard for consumer rights and regulatory compliance. It underscores the need for a thorough investigation and decisive action to prevent the company from continuing to harm consumers. 

These repeated instances of misconduct, coupled with the company 's dismissive and hostile response to my attempts to resolve the issues, strongly suggest systemic problems within XXXX XXXX  ( known as XXXX XXXX XXXX ). These problems may include inadequate customer service training, flawed risk assessment procedures, and a lack of accountability for employee misconduct. 

Unlawful Transaction Denial and Abusive Customer Service : On XX/XX/year>, my credit card was inexplicably declined for a meticulously replanned Airbnb purchase, well within my credit limit, for XXXX travel, impacting a group of people and causing immeasurable costs. This, despite successful transactions with this merchant just 2-3 months prior, is shocking. Even more appalling, no one at the bank inquired about this crucial transaction before apparently labeling it " high risk '' ( see below ), highlighting their disregard for the impact on their customers ' lives. This arbitrary denial, without a legitimate and non-discriminatory explanation, raises serious concerns about potential bias in the company 's decision-making process, possibly violating the Unruh Civil Rights Act and the FCRA. 

Upon contacting customer service on Friday, XX/XX/year>, I was informed that their " verification department '' was unavailable until Monday. This unacceptable delay further compounded the harm caused by the initial denial. 

On Monday, XX/XX/year>, after enduring over two hours of hold time and multiple transfers a clear violation of reasonable customer service standards I was curtly informed by a customer service representative ( " XXXX, '' ID # XXXX XXXX XXXX XXXX ) that the transaction was denied due to being " high risk. '' Due to the excessive hold times and the fact that I had a baby to care for and an appointment that was being delayed, my husband had to take over the call so I could attend to these urgent matters. This is particularly egregious considering that the company 's own actions - the arbitrary denial and the unreasonable hold times- forced us into this difficult situation, where we had to prioritize the call over our baby 's needs. Despite repeated requests from both of us, no specific explanation was provided, violating my right under the FCRA to receive a clear and accurate reason for an adverse action. This lack of transparency, especially given the unreasonable hold times and our need to juggle childcare with this urgent matter, further demonstrates the company 's disregard for its customers ' needs and circumstances. It may also indicate a failure to establish clear and objective criteria for evaluating transaction risk, leading to potentially discriminatory outcomes. 

Furthermore, the customer service we received was nothing short of appalling. The representatives, including " XXXX '' ( who refused to provide an identification number ), exhibited a shocking level of unprofessionalism. Their attitudes were not only demeaning and dismissive but also openly hostile. They refused to engage in any constructive dialogue, scoffed at our attempts to explain the situation, and offered no solutions whatsoever. This abhorrent conduct culminated with " XXXX, '' who identified as the highest-ranking supervisor available, becoming outright verbally abusive. He resorted to personal insults, used condescending language, and ultimately terminated the call while we were still speaking, demonstrating a complete disregard for basic human decency and professional conduct. 

This disgraceful behavior, particularly from a supervisor who should be held to the highest standard of professionalism, is not merely " unacceptable '' it is reprehensible and potentially illegal. It constitutes abusive practices under the CFPB 's definitions, creates a hostile and discriminatory environment for customers, and reflects a systemic failure within XXXX XXXX  ( known as XXXX XXXX XXXX ) to adequately train and supervise its employees. This egregious conduct will not be tolerated and will be pursued to the fullest extent of the law. 

Furthermore, this wrongful denial of a legitimate transaction and the subsequent mishandling of my complaint have potentially damaged my credit report and credit score, causing further financial harm and distress. 

Potential Legal Violations : XXXX XXXX  ( known as XXXX XXXX XXXX ) actions appear to violate numerous consumer protection laws and regulations, including but not limited to : Fair Credit Reporting Act ( FCRA ) : Failure to provide a clear and accurate reason for the adverse action. 
Fair Credit Billing Act ( FCBA ) : Failure to conduct a reasonable investigation into the disputed transaction.

Unruh Civil Rights Act : Potential discriminatory denial of service based on arbitrary criteria. 
California Unfair Competition Law ( UCL ) : Unreasonable delay in service, lack of transparency, and abusive behavior of representatives.

California Financial Code Section 1747.80 : Prohibition against unfair discrimination in credit card services.

California Financial Code Section 1748.30 : Requirement for clear and conspicuous disclosures about credit card decline policies.

California Civil Code Section 1785.1 : Requirements for reasonable investigations into disputed credit card charges. 

This pattern of misconduct, from deceptive marketing practices and unresponsive customer service to arbitrary denials and abusive treatment, demonstrates a blatant disregard for consumer rights and an alarming lack of accountability within XXXX XXXX  ( known as XXXX XXXX XXXX ). This is not an isolated incident, as my husband experienced similar egregious conduct approximately two years ago when he was denied credit despite receiving personal assurances and encouragement from the company 's own agents, only to be met with silence and a complete lack of explanation when he sought clarification. This repeated pattern of misconduct underscores the systemic nature of the company 's disregard for its customers and the urgent need for intervention to protect consumers from further harm.