Consumer complaint received 2022-12-11
Company: UNITED COMMUNITY BANK
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XX/XX/2022, my wife and I noticed an unauthorized withdrawal from our checking acct with United Community Bank XXXX After determining the withdrawal was not made by anyone in our family we contacted UCB in an effort to resolve the unauthorized transaction and determine how someone was able to secure one of our debit cards ( being that all our activated cards were accounted for ), somehow activate the illegal debit card and then make a withdrawal with the illegal debit card. On the XXXX of XX/XX/2022 my wife, after 3-5 phone calls to United Community Bank were unsuccessful as usual in resolving any issues, drove 30 miles to the nearest physical UCB branch , since UCB has closed the vast majority of their brick and mortar locations, fortunately their was one employee that seemed to be as concerned as we were with this fraudulent activity and she was able to give us some basic information, and start the fraud investigation. The key piece of evidence that we were able to obtain from our bank records was the phone number that was used to activate a previously invalidated debit card that we had reported undelivered, like so many debit cards before. On the afternoon of the XXXX of XX/XX/2022, as the UCB fraud department was confirmed to be doing absolutely nothing, I made contact with the person at the number that had been used to activate our card. By early morning on the XXXX of XXXX, this person had called both my wifes cell number and my cell number Atleast twice leaving voicemails on each line. By that same afternoon we had emails from the alleged fraudster. We were receiving email fraud alerts from the bank system indicating someone was attempting to link an external account to our UCB checking account. Having had over XXXX in that account we were distraught by the thought of someone being able to link that account and then transfer any funds from that account while UCB stood by and did nothing and could guarantee us no protections. Most notably the day prior to XXXX with ALL banks being closed early the day before and the day of the holiday. My wife was able to secure a cashiers check for over $ XXXX. Most astonishing about the check is the fact that we have a joint account and they made the check out to just my wife without my knowledge or approval, thankfully my wife of XXXX had no ill intentions or she couldve easily taken possession of our funds. Also of note, as my wife was leaving the parking lot of the bank, with me on the phone, a bank employee came running out because she had forgotten to have my wife sign for the check, a $ XXXX check! That weekend of XXXX being completely freaked out by how someone could thwart a banks security and find such an unbelievable amount of information about us to include 2 of our property addresses in GA and TN, our cell numbers, our biz numbers, email addresses and it was even verified that this person had our SSNs in order to activate a voided debit card, I kept corresponding with this individual via email trying to gather as much information as possible. In the end the individual was completely panicked that we would press charges and this person would do some prison time, they provided us with details of how they obtained the card and the fact that they worked at a United Community Branch in South Carolina. I sent multiple emails to multiple UCBI addresses and finally on Monday after XXXX we received a call from XXXX XXXX of UCB Corporate security. XXXX was not very interested in giving us any information just very concerned and careful about what he said and what he confirmed. Even saying several times, Ive got to be careful about what I say, so as not to get myself in trouble. We had given XXXX a synopsis of what had happened how we had been in contact with this individual and how we were proceeding. But multiple times XXXX repeated the statement above and was reluctant to give us any information. It was confirmed, that the individual that stole our money and identity was in fact a UCB bank employee, which is absolutely unbelievable. 
Since we have only been contacted via email by XXXX XXXX UCB general counsel who is neither interested in making a public apology or working towards a resolution for this abhorrent violation of privacy, the breach of our personal data using the banks secure systems and the level of fraud this United Community Employee was able to get away with. We are 100 % confident that without our diligence, ingenuity and perseverance this individual would have easily gotten away with this fraud and probably has many times previously. After conferring with many current and past customers of United Community Bank it appears UCB has had many fraudulent episodes before whether to their knowledge or unbeknownst to them. 

We have desires and plans to escalate this to the highest level possible and will file complaints with every entity that will hear us. 

United Community Bank has no intentions on making this right or settling this manner in a professional manner. Therefore it is incumbent upon us to let UCB customers past, present and future aware of the gross negligence in regards to UCBs security protocols!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation