Consumer complaint received 2026-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: ZIONS BANCORPORATION
State: NV

Complaint narrative:
This complain is about XXXX XXXX XXXX. On XX/XX/XXXX I noticed that there was a charge in my checking account for the amount of {$1000.00} dated XX/XX/XXXX originating from XXXX XXXX XXXX XXXX. When I googled it I knew right away that I didn't spend {$1000.00} at XXXX XXXX XXXX since I have never been there in my life. I disputed that transaction on XX/XX/XXXX. The same day I got an email from my bank saying that they have received my transaction dispute information and that they would begin their investigation. Seven days later I noticed that I received a credit for the amount of {$1000.00} showing as " Bankcard DISPUTED PROVISIONAL CREDIT ''. After that I kept checking my emails waiting for the results of the investigation, but it never came. I said to myself OK I got my money back so everything was fine. Then a few months went by and on XX/XX/XXXX I noticed that my bank took back the {$1000.00} on XX/XX/XXXX showing " REVERSE PROVISIONAL XXXX XXXX ''. I was very surprised and disappointed that my bank did this without saying anything. So the same they I disputed this " REVERSE PROVISIONAL XXXX XXXX '' thinking XXXX XXXX XXXX would send me at least an email telling me what the investigation uncovered and why they took back the money. I expected more from my bank after all I have been with them for about 30 years. I waited another month and still nothing. So at this time it had been more than 5 month since I first disputed the {$1000.00} and XXXX XXXX XXXX hadn't given me any kind of explanation. So on XX/XX/XXXX I contacted them inside my account through " secure messages '' asking them what had happened and also asking them what was purchased with the {$1000.00} and why they took back the money. XXXX from online support said my dispute was denied because the chip was used for the charge. I asked XXXX what that meant and she told me " this means the card was present to the merchant and there was a statement that the card was in my possession '' she also told me to contact the merchant for more info about the transaction. So I contacted the card processing merchant through email and XXXX XXXX customer service analyst I sent me a copy of the transaction which showed the transaction was a {$1000.00} cash advance plus {$69.00} transaction fee. It happened on XX/XX/XXXX at XXXX XXXX at XXXX XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX NV XXXX. I looked up the address and the zip code is actually XXXX. Next, I sent this info to XXXX XXXX XXXX, more specifically to XXXX from online support and ask her how can someone take a {$1000.00} cash advance with a fake debit card at XXXX XXXX in a XXXX when I have a {$500.00} daily withdraw limit. I also asked her to please investigate it further. The same day XXXX told me that she had forwarded my messages to the dispute team. After this I waited hopefully, but once again almost 2 moths went by and nothing came from XXXX XXXX XXXX. So I reached out again and this time XXXX from online support answered me back saying " I am sorry for the experience. I have reviewed the card ending XXXX and show we were unable to reopen the dispute with the additional information provided ''. I think XXXX XXXX XXXX was negligent and they are 100 % responsible for letting this happen. My card was never stolen, I have never lent it to anyone, and I have always hidden the PIN pad when entering my pin number. I also feel that XXXX XXXX XXXX should've given me more info about the investigation. I still don't understand how someone can use a fake debit card using a fake chip to take a cash advance and did they also have a fake ID? I mean, do they have a picture of me doing this? Why would I take a cash advance and pay {$69.00} in fees when I can withdraw cash at a XXXX XXXX XXXX ATM for free. In the last 30 years that I have been with XXXX XXXX XXXX I have never used my debit card to take a cash advance, ever. And by the way I thought I wasn't responsible for fraudulent transactions. And yes I did file a police report.

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