Consumer complaint received 2026-01-19 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Foris DAX, Inc.
State: FL

Complaint narrative:
I am filing this complaint against Foris Inc., XXXX XXXXXXXX for the XXXX XXXXXXXX XXXX XXXX, for failure to properly investigate unauthorized electronic fund transfers and for improperly conditioning an investigation on the submission of a police report, which is not required by law. 

I reported multiple unauthorized transactions on my XXXX XXXXXXXX XXXX card. These transactions were not made by me, not authorized by me, and not made by anyone to whom I gave permission. I did not benefit from these transactions in any way. 

Under the XXXX XXXX XXXX  Cardholder Agreement, Sections XXXX and XXXX ( Lost or Stolen Cards/ Unauthorized Transfers ), the agreement clearly states that a transaction is unauthorized if : It was not initiated by the cardholder, The cardholder did not give permission, and The cardholder did not benefit from the transaction. 

I timely notified XXXX  XXXX Foris Inc. of the unauthorized transactions as required. The Cardholder Agreement states that once notice is given, the cardholders liability is limited and that unauthorized transactions must be addressed under the agreement and XXXX XXXX XXXX XXXX. 

Despite this, XXXX has refused to properly investigate the unauthorized transactions unless I submit a police report. This requirement is not stated anywhere in the Cardholder Agreement and is not required under federal law.

Regulatory Violations XXXX  / Foris Inc.s actions violate the following : 1. Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693f Financial institutions are required to : Promptly investigate reported errors and unauthorized electronic fund transfers Complete an investigation within required timeframes Not impose unreasonable conditions that delay or prevent investigation There is no requirement under EFTA or Regulation E that a consumer must file or provide a police report as a condition to initiating or completing an investigation.

2. Regulation E 12 CFR 1005.11 Regulation E requires a good-faith investigation upon notice of unauthorized transactions. Conditioning the investigation on a police report is an unlawful barrier and constitutes a failure to comply with required error-resolution procedures. 

XXXX. XXXX Zero Liability Policy ( U.S.-issued cards ) The Cardholder Agreement incorporates Visas Zero Liability protections. XXXX refusal to investigate contradicts the protections advertised and contractually incorporated into the card agreement. 

Proof Provided I have : Transaction records clearly showing the disputed charges Timely notice to XXXX Evidence that the transactions do not match my spending behavior Proof that I did not authorize or benefit from these transactions Requested Resolution I am requesting that the CFPB require XXXX XXXX Foris Inc. to : Immediately conduct a full investigation of the unauthorized transactions as required by EFTA and Regulation E Remove the unlawful requirement of a police report as a precondition to investigation Provisionally credit and/or permanently reimburse the unauthorized charges and any related fees Provide written confirmation of compliance with federal law and the Cardholder Agreement XXXX refusal to investigate without a police report is contrary to federal consumer protection law, their own Cardholder Agreement, and XXXX XXXX Liability standards.

Company response to consumer: Closed with explanation