Consumer complaint received 2025-08-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CLGF Holdco 1, LLC
State: CA

Complaint narrative:
I applied for and was approved for a Milestone credit card on XXXX. When I attempted to register for online account access, I was told my username is tied to a profile from approximately six years ago. I was never notified in writing that my personal information ( SSN, DOB, etc. ) would be linked to a past profile or account. I have no active access to that account and have no record of the username. 

Just for context I filed for XXXX XXXX bankruptcy, and the old account in question was included so I have no ties to it. My bankruptcy was discharged. 

I had to call seven times the last two times it was like they blocked my number so I had to call from my business. I spoke with 4 different employees 3 offshore and 1 in the US this morning. XXXX she told me she would help me retrieve my User ID and it turned into a guessing a game. 

I documented the date, time, and representative name during my calls. 

XXXX told me I have no email on file however I received the terms and conditions and welcome email to my email on file. 

I was told by both XXXX and XXXX that that email isnt apart of my profile even though XXXX located my old account went Concora company was under the XXXX Name 6 years ago with that same email. 

Milestone/XXXX  XXXX XXXX XXXX is refusing to provide my username or reset my credentials. They stated I will have to wait until my physical card arrives in the mail to gain online access. This requirement was not disclosed during the application process, in the cardholder agreement, or in any Truth in Lending disclosures. 

By withholding my online access until the physical card arrives, and forcing me to guess my own user ID through trial and error instead of securely providing or resetting it, Milestone has both obstructed my account access and created a potential security risk. Milestone is denying me the ability to view my account terms, balance, payment due date, and interest rate in a timely manner. This appears to violate the CARD Act transparency provisions and 12 CFR 1026 ( Regulation Z ), which require creditors to provide clear and timely access to account information.

Not to mention their violation of all of these as well : Truth in Lending Act / CARD Act failure to give timely access to account terms.

Bankruptcy Discharge Injunction reusing data from a discharged debt to block new account access.

California Unfair Competition Law ( XXXXXXXX XXXX XXXX XXXX  XXXX ) unfair, unlawful, and deceptive practices. 
California Consumer Legal Remedies Act ( Civ. Code 1770 ) withholding material account information after approval. 


I have already requested escalation to a supervisor, but my request was denied. 

I am requesting : 1. Immediate release of my current username and the ability to reset my password.

2. Written clarification on why my new account was linked to an old profile without disclosure.

3. A statement confirming whether this policy complies with federal consumer credit regulations. 

I believe Milestone/XXXX XXXX XXXX XXXX is engaging in an unfair practice by withholding account access without prior disclosure, potentially violating the Truth in Lending Act and the CARD Act.

Company response to consumer: Closed with explanation