Consumer complaint received 2025-06-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NEW YORK COMMUNITY BANCORP INC
State: PA

Complaint narrative:
Today on XXXX I noticed when checking my balance on the XXXX XXXX XXXX app that I had money missing and a fraudulent charge that I did not authorize in the amount of XXXX from a place named XXXX. The only means of contact the bank provides is their customer service line on the back of the card which I called on XXXX separate occasions both on the same day of XXXX. The first call I spoke to a representative who informed me that I would need to file a dispute to resolve it and I said ok, but upon her letting me know it would mean canceling my current card and being issued a new one that could take XXXX XXXX  XXXX  I told her I may need to wait because I may need access to my card/funds before that date. She informed me I could call back at a later time to file the dispute and I said ok I will do that and hung up. A little bit later the same day I called back to go ahead with the dispute as I went ahead and withdrew my current remaining funds at the time from the account so that I was finacally secure enough to wait the XXXX XXXX XXXX. Upon speaking to the second representative she initially explained the same thing about waiting XXXXXXXX XXXX XXXX for a new card to have access to my account/funds in order to dispute the charge. I said I understood and she asked me for some personal information including my name, number, and email address to verify my account and then asked for my home address. I gave her my info along with my address and she then said she needed to explain some things about the dispute first and went on to explain it's an investigative process that could take XXXX XXXX XXXX to resolve and/or receive my money back from the disputed charge. I immediately after hearing that stopped her there and said I would not be able to go through with the dispute at this time after hearing the information about the XXXX XXXX  wait for my money to be returned. She then said I'm sorry I already canceled your card and put it through ( before telling me anything about the dispute wait process ) and without telling me that she was currently canceling the card. In otherwords she did it while explaining the process to me the very first time before getting confirmation that I wanted to file it at this time. I explained to her that this was an issue because if I had known about the XXXX XXXX  wait time I would not of been able to go ahead and cancel my current card at this moment as I will need access to the funds in the amount of the dispute before the XXXX XXXX  wait and before the XXXX XXXX XXXX wait for a new card. I also explained that I only could have waited the XXXXXXXX XXXX XXXX if the dispute and refund was going to be quicker than that and that if she had told me the information about the dispute before going ahead with it I would not of done it at this time. She apologized and didn't know what to do as the card was already canceled. I asked to speak with a supervisor and she connected me after a short wait. Upon explaining to the supervisor she acknowledged that it was an issue that the previous representative went ahead and canceled the card and filed the dispute before giving me all the information about the dispute and without my authorization and she would now go ahead and file a complaint against her for this but went on to state there was still nothing she could do and that I would have to wait at least the XXXX XXXX XXXX for a new card to have access to my funds at the very earliest even though I explained to her this was not possible because I have a very important XXXX  payment due before that time that without the ability to pay, will result in the XXXX  of myself and my family. Again she acknowledged that even though it was their error and fault that this mistake happened she couldn't do anything because she could not turn the old card back on and could not expedite the shipping on the new card ( even though that's an option they offer ) because it was already put through. I explained to her that because of a banks error I was more than likely going to lose my XXXX  and while she said she's sorry, there was just still nothing she could do except for put in a complaint from herself to the representative who handled my call initially. I asked if there was any supervisors or managers above her in which whom I could speak with and she said not currently but stressed to me that they also wouldn't be able to do anything to help me no matter how high up. I asked for at least their names and numbers so I could contact them for myself and she did not provide them, instead she stated she would leave a message with them herself. So now because of an issue with a representative pre maturely and without confirmation canceling my card and putting a dispute through I am now going to be without enough funds in my account to pay for my XXXX  in time and will now more than likely be XXXX  XXXX  with no place to go and without any way of trying to resolve the issue further. Which is why I am now making a report/complaint here against the XXXX XXXX XXXX XXXX  XXXX

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