Consumer complaint received 2021-06-10
Company: FIRST INTERSTATE BANCSYSTEM, INC.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I had a balance in XXXX and I was paying it off. The card was terminated, I called XXXX XXXX and was told the card was terminated for not charging enough to my XXXX XXXX card account, but I received not any statements. I called XXXX XXXX and was told I had a typo on my address that I corrected several times but never received mail explaining this from XXXX  XXXX. The charges stopped but later in XXXX they started up again unexpectedly with no notice. In midXXXX the charges started again, and I did not notice because I still shopped at XXXX XXXX and used my debit card for purchases since my XXXX XXXX card had been cancelled by XXXX XXXX. The charges appearing on my bank account were from XXXX to {XXXX} per month and were from a made-up check that was not my check. The checks had my name in the upper left-hand corner, First Interstate Bank in the middle and codes such as XXXX XXXX XXXX XXXX and a check number, i.e., XXXX. I called First Interstate and complained that I felt the charges were fraudulent and I wanted them stopped, that I had not authorized them and did not know what they were for. I was told to go online at First Interstate and to fill out a form to stop these payments, which I did. I assumed the XXXX XXXX check withdrawals stopped and did not hear back from First Interstate Bank or XXXX XXXX. Later I found the XXXX XXXX checks re-appearing as withdrawals over and over. I called various phone numbers at XXXX XXXX and was told the statements would be sent and that the card was shut down, this happened numerous times. They said the same incorrect address of XXXX XXXX XXXX XXXX was used after I continued to correct it to XXXX XXXX XXXX XXXX, up until two days ago ( XX/XX/XXXX ) when I called XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX and again corrected the address, I could hear them laughing at me! Then I was told that the card was active now with a XXXX balance that nobody could explain what I was being charged for? I asked for all records and was told they could only send me records for 7 years then they said they would send me records for 18 months and that they would send a new card to me. 
I called First Interstate Bank again and spoke with XXXX XXXX ( in XXXX Office I believe I dialed XXXX XXXX ). I told him I had ongoing charges, the last on XX/XX/XXXX for {$54.00} from XXXX XXXX check that was not mine. I asked him to stop the withdrawals to my account, to that I did not authorize these charges and that I believed them to be fraudulent. I told him that earlier I was told to fill out stop forms on the First Interstate banking online. He said that I must have authorized the charges and that he could not stop the charges. XXXX was un-cooperative. I asked him to confirm the dates of the charges and he never gave me an answer. He stated that I could not even tell him what specific form I filled out to stop the payments. I described it but he appeared to be really focused on his authority and asked me when I was born He said that I had authorized this and there was no way it could be stopped. I told me I would file a complaint and he did not care. 

I called First Interstate Bank on XX/XX/XXXX at XXXX XXXX and spoke XXXX XXXX. She tried to help and appeared to be a good representative. She said this situation looked like fraud but said she could only go back 18 months. She said she saw charges ongoing. She said I need to get ahold of a banker that she could do nothing, and everybody was at lunch. She said that she would immediately have a banker XXXX XXXX or XXXX call me back today. She told me to work with XXXX XXXX. Nobody returned my calls and today I looked at my account and see another XXXX XXXX Charge being processed. 
Please help me stop this blatant fraud.

Company response to consumer: Closed with explanation