Consumer complaint received 2023-12-16
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: Empower Finance, Inc. (IL)

I received an Empower Visa Debit card in the mail on XX/XX/XXXX which I did not sign up for. Empower Finance Inc. had no working phone support on XX/XX/XXXX when I reached out, so I requested help regarding the fraudulent account via email as their phone recording and website directed. I received a generic reply on XX/XX/XXXX that the issue would be forwarded to their team and they would get back to me when they had an update. I send an email reply that asked when they expected phone support back and if there was a means to contact the fraud department directly and I received no response. I contacted again on XX/XX/XXXX via phone as their phone support was back online. I shared the account number and explained the situation on the phone. I received another generic response from support via email on XX/XX/XXXX that it would be forwarded to their team and they would get back to me when they have an update. On XX/XX/XXXX I received an email from support thanking me for bringing it to their attention and to destroy and discard any card received, the account was closed, and a separate communication would be sent to the email on file as confirmation. I never received the separate email communication and the account in question was not identified in the email. I replied to the email on XX/XX/XXXX that no separate written communication was received and I inquired as to what email address was used. I also requested to know what information was used to open the account and to please advise how I could request that information per the Fair Credit Reporting Act. I received no response and emailed again on XX/XX/XXXX indicating I was awaiting a response. I called Empower Finance Inc. support again on XX/XX/XXXX to again notify them I had not received any separate communication via email. Support indicated they would again forward to the fraud team. When I asked to be connected to that team I was told they have no direct phone line and I can only interact with them via email. I asked for the physical address for Empower which he shared as : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX, CA XXXX. I asked if the fraud department was located there so I could send my FTC Identity Theft report, proof of identity, furnisher letter, and copies of the emails so I could get information regarding what identifying information was used to attempt to open the account. The support person would not verify if the fraud department was located there and noted those documents could be sent via email. I asked if there was a direct email for the fraud team and he provided the general support email address again. I asked to speak to a supervisor regarding the issue multiple times and I was told a supervisor could not assist on the matter. He told me he had to assist other callers and disconnected the call. I sent followup emails on XX/XX/XXXX again requesting the information and to confirm where to send my identity theft report and request more information about how the account was opened. Empower has never responded to any emails I have sent. My FTC dispute letter, FTC identity theft report, proof of identification, FTC Notice to Furnishers, and copies of the email communications were sent via mail to the physical address for Empower Finance Inc on XX/XX/XXXX. As Empower never provided a physical address to receive these materials the address that was provided by their support on XX/XX/XXXX.