Consumer complaint received 2019-09-09
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ZIONS BANCORPORATION (AZ)

Complaint:
My debit card along with my wallet and cellphone was lost in an XXXX after an evening out. Someone used my card over 2 days and the charges totaled an astronomical amount. I had to get a replacement cellphone but was able to call the bank from my home phone. I reported the theft and I was told that my card was used and several unauthorized charges had gone through. I was assured that the bank would fight on my behalf and follow the Federal Regulation E that protects consumers. What is upsetting about all of this outside of my money being stolen, is the bank not sending any emails or calling my secondary number to confirm the identity of the person they spoke with. I was told that robocalls were made, and since someone had access to my cell phone they clearly spoke with the imposter, and instead of taking responsibility for their poor customer service and mistake they are blaming me and forcing me to lose out on thousands, but to also be responsible for theft of my funds when they had the power to stop it or prevent it. FDIC protects them and the CFPD and The Federal Reserve protects me The bank then, within days refused to provide promised provisional credit and to do an actual investigation on the dispute/ fraud claim. The bank did not reach out to any merchants to dispute these charges. Instead, they decided to just cancel my account and block my business and personal accounts. Despite the risk or anything else that has happened in my account The Federal Reserve and more specifically Federal Regulation E protects me and consumers like me from banks making discriminatory decisions without actual evidence. As a consumer, I am unbothered by anything you may have come across because I am a victim in this matter/case and I'm being treated like a guilty party!

By Law, I am allowed to request all documents used to help you find any decision your bank has made. In my case, I'm formally requesting those documents be mailed to me as soon as possible. I'm sure the bank doesn't have such documents because they did not dispute the charges, they harshly decided to put me at fault and close the account.

This has only added to my XXXX XXXX  XXXX, XXXX, and XXXX and has caused me much financial stress and hardship. I will be put out of my apt because my rent money was apart of the funds taken out of my account via unauthorized charge. NBAZ 's lack of compassion and empathy have really crossed the line. The tellers in the actual banks in Central XXXX  and XXXX are nice and very on top of things, but disputes and fraud and the call center couldn't care less about customers. I am willing to escalate that to the highest level because this entire situation is unacceptable. I forgot to add that throughout the entire situation the call center refused to speak to me, even now they refuse and I've gone to the bank and had tellers call, only to be given NO information. THe lack of communication is an issue too.

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