Consumer complaint received 2025-05-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: Exto Inc.
State: FL

Complaint narrative:
I am filing a formal complaint against Atlas Card for negligent and harmful handling of my secured credit account, including failure to provide access to real customer service, refusal to investigate fraudulent activity, the wrongful closure of my account, and resulting damage to my credit report. This incident occurred in late 2024 and remains unresolved. 

Background : I opened a secured/prepaid credit card through Atlas Card with the purpose of building my credit in a safe, controlled, and responsible way. The card was fully funded by me in advance and was marketed as a tool to support credit growth. I used the card appropriately and had no past due balances. 

In late XXXX my linked checking account was compromised due to fraud. As a safety precaution, my bank changed my account number to prevent further unauthorized activity. Because this was the account Atlas used for payments, the automatic payment method failed. 

Instead of notifying me or allowing me to update the payment method, Atlas abruptly closed my secured credit card account without notice, without explanation, and without offering a chance to resolve the issue. The card closure was reported negatively to the credit bureaus, causing serious damage to my credit despite the fact that I did nothing wrong and the account was fully secured. 

Additional Concerns : Shortly before the account closure, I noticed unauthorized charges on my Atlas card. I attempted to dispute the charges, but Atlas made it impossible to reach a human representative. Every attempt to get help was met with repetitive, automated email responses, which were clearly generated by AI or a template system. The responses were dismissive, did not address my specific concerns, and no escalation path was ever provided. I was never able to speak to an actual support agent, despite repeated requests. 

In addition, Atlas charged late fees and interest on the account, which should not apply to a secured prepaid credit card that was not revolving. These charges were never explained and appear unjustified and predatory. 

To summarize : I experienced fraud on my checking account in late XXXX and the bank changed my account number Atlas then closed my secured credit card with no notice or recourse The closure was reported negatively to credit bureaus and harmed my credit score Unauthorized charges were never investigated, and no human customer support was available I was charged late fees and interest despite the account being prepaid and in good standing I received only automated, copy-and-pasted email responses never a real investigation Requested Resolution : I am requesting that the CFPB investigate Atlas Cards : Failure to provide accessible dispute and fraud resolution channels ( possible XXXX XXXX violations ) Improper closure of my account and subsequent negative credit reporting Use of automated-only customer service for serious issues involving fraud and credit impacts Application of interest and fees on a secured product in violation of what was disclosed I also request that Atlas : Remove all late fees, interest, and fraudulent charges applied to the account Reverse any negative credit reporting caused by the closure and restore my standing Provide a written explanation for why the account was closed and why no contact was made Reinstate or offer a replacement secured card, with corrected credit reporting Immediately make human customer support available for fraud and dispute matters I have retained all records and can provide supporting documentation if requested. I trusted Atlas to help me build credit safely instead, I was abandoned by automation, financially harmed, and denied basic consumer rights.

Company response to consumer: Closed with explanation