Consumer complaint received 2025-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: Branch Messenger, Inc.
State: FL

Complaint narrative:
Branch Messenger , Inc. is engaging in deceptive, manipulative practices under the guise of fraud prevention. I have experienced repeated instances where my XXXX XXXX XXXX is locked after nearly every transactionsometimes even routine purchases. I am then required to respond to an in-app prompt or text message to unlock it. This has become a constant, intrusive process that interferes with my ability to use my funds freely. 

This is not a legitimate fraud detection systemit is a coercive mechanism designed to force users to repeatedly open the XXXX app. The pattern is clear : each transaction triggers a lock, the user must interact with the app, and only then is the card restored. This behavior is inconsistent with industry-standard fraud monitoring and lacks any credible justification, especially given that the same device and same merchant patterns are involved. 

Deceptive Motive Behind These Alerts : XXXX app contains extensive background tracking infrastructure. Forensic analysis of the XXXX app code revealed integration with XXXX, XXXX, XXXX, XXXX, and XXXX XXXX XXXX. These tools are not just for fraud preventionthey allow for real-time user behavior monitoring, profiling, and data harvesting. The app also accesses device-level accessibility services and location information in the background. 

I believe these excessive fraud alerts are a pretext to force users to engage with the app more frequentlythereby generating more behavioral data, telemetry, and monetizable insights. This has become more aggressive following the termination of their payment relationship with XXXX XXXX, suggesting that user data may now be their primary revenue source. 

Key Violations and Findings : Constant forced app engagement under the pretense of fraud verification. 

No opt-out or alternative available to receive payments or bypass the app. 

Permissions requested include location, biometric data, accessibility services, overlay permissions, and persistent background operationwithout clear or separate consent. 

AccessibilityService APIs used to enumerate active screen readers and possibly monitor other apps behavior. 

Behavioral profiling likely ongoing, even when the user is not actively using the app. 
Consumer Financial Protection Act ( 12 U.S.C. 5531 and 5536 ) prohibits unfair, deceptive, or abusive acts or practices in connection with consumer financial services. Requiring repeated app interactions under false fraud alert pretenses constitutes a deceptive and abusive tactic, especially when tied to data harvesting.

Electronic Fund Transfer Act and Regulation E ( 15 U.S.C. 1693 et seq. ; 12 C.F.R. Part 1005 ) mandates clear disclosure of conditions for freezing access to funds. Locking debit cards under false security claims without transparent terms violates EFTA and its disclosure requirements.

Fair Credit Reporting Act ( 15 U.S.C. 1681 et seq. ) restricts use of consumer data for unauthorized profiling. If user behavior collected from forced app interactions is shared or used for decisioning without consent, it may violate FCRA.

Federal Trade Commission Act ( 15 U.S.C. 45 ) prohibits deceptive trade practices. Representing system-generated fraud alerts as genuine security activity while using them to trigger app openings and collect behavioral data is deceptive.

Gramm-Leach-Bliley Act ( 15 U.S.C. 68016809 ) requires financial institutions to explain and obtain consent for data-sharing practices. Undisclosed integration with analytics platforms and behavioral trackers ( e.g., Firebase, Mixpanel, Braze ) raises compliance concerns.

Florida Deceptive and Unfair Trade Practices Act ( Fla. Stat. 501.204 ) prohibits unfair or deceptive conduct in business. Misleading consumers about security practices in order to manipulate app usage and enable intrusive data collection constitutes a violation under FDUTPA.

Company response to consumer: Closed with explanation