Consumer complaint received 2026-02-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Majority USA, LLC
State: FL

Complaint narrative:
Formal Complaint and Notice of Escalation Majority Payment Services LLC is registered with the XXXX XXXX XXXX XXXX ( XXXX  XXXX XXXXXXXX ). This communication serves as a formal complaint and notice of escalation regarding the ongoing failure of the XXXX XXXX feature and the conduct of the employee assigned to my case, XXXX. 

For the past XXXX weeks, I have repeatedly submitted requests for assistance concerning a malfunction with the XXXX XXXX feature within my XXXX banking application. When I first began using XXXX XXXX, the feature functioned correctly. Multiple individuals were able to send me payments without issue. My mother, in particular, regularly used XXXX XXXX because it was cost-effective and avoided credit card fees. 

At some point, the feature stopped working entirely. Every attempted payment now results in an error stating that the payers information has been entered incorrectly. This explanation is demonstrably false. 

To date, XXXX different individuals have attempted to send payments using different cards and different payment details, including individuals who previously completed successful transactions. Each attempt resulted in the exact same error message. This pattern clearly indicates a system-level or account-level failure, not repeated user error. 

Despite this evidence, XXXX has repeatedly XXXX  XXXX  all users are entering their information incorrectly. I have contacted XXXX approximately XXXX times, and each response has been substantially identical : a copy-paste message asserting user error and closing the matter without escalation. These responses misrepresent the situation, ignore documented facts, and create a misleading narrative that shifts blame away from a product failure. 

At no point did XXXX escalate the issue to operations, engineering, or technical support. There has been no troubleshooting, no diagnostic review, no outreach from the operations team, and no attempt to identify or resolve the root cause. XXXX repeated use of templated responses in place of investigation reflects a failure to perform core responsibilities and a disregard for accuracy, accountability, and customer impact. 

This conduct is particularly concerning within a regulated financial institution, where truthful communication, proper escalation, and operational diligence are not optional. Repeatedly providing inaccurate explanations, failing to escalate known issues, and relying on deceptive copy-paste responses constitutes misrepresentation and professional negligence, not customer support. 

As a direct result of XXXX handling of this matter : A core payment feature has remained nonfunctional for weeks I have lost significant time and effort attempting to correct an issue outside of my control The issue has been repeatedly mischaracterized as user error despite clear evidence to the contrary Company time and resources have been wasted through prolonged inaction Given the documented pattern of inaccurate statements, deceptive responses, and refusal to escalate, I expect immediate corrective action, including a formal review of XXXX conduct and suitability to continue in a role within a regulated financial services environment. 

If this matter is not addressed promptly and appropriately, I will pursue escalation directly through the XXXX XXXX XXXX XXXX XXXX XXXX  ) and the applicable license holder, rather than through the Consumer Financial Protection Bureau. My intent is to ensure this issue is reviewed by the proper regulatory and compliance authorities with oversight responsibility for licensed entities. 

I am formally requesting : Immediate escalation of the XXXX XXXX issue to a qualified technical or operations team A written explanation of the root cause of the failure A compliance review of XXXX handling of this matter, including documented communications Confirmation of corrective and disciplinary action taken This matter reflects a breakdown in accountability and professionalism that warrants serious attention. I expect a response from an appropriate authority within the organization.

Company response to consumer: Closed with explanation