Consumer complaint received 2025-12-08 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Branch Messenger, Inc.
State: MI

Complaint narrative:
I experienced a fraudulent, unauthorized transfer on my Uber account. The transaction was not initiated by me, and I did not authorize the transfer. After the unauthorized transfer occurred, I filed a dispute with Uber.

Uber denied my dispute without providing a proper investigation or any written explanation of their reasoning. I was not given evidence, details, or a review of how they determined the transfer was authorized, despite my clear statements that it was fraudulent. 

Since then, Uber has continued to respond to unrelated issues instead of addressing this fraudulent transfer. Most recently, Uber XXXX contacted me about a technical issue involving updating my payout method, which is not the issue I filed the complaint about and has already been resolved. They still have not addressed the fraudulent transfer or their denial. 

My funds remain unrecovered. 



Steps I took 1. Reported the unauthorized transfer to Uber immediately 2. Submitted a dispute for the fraudulent transaction 3. Provided the details and explained that the transfer was not made by me 4. Uber denied the claim without providing any findings or explanation 5. I attempted multiple times to have the issue escalated, but no one has reviewed the fraud properly 6. Uber continues to respond to unrelated issues while ignoring the fraudulent transfer 7. My money has not been returned 1. Unauthorized Transfer Occurs Date : XX/XX/year> An unauthorized transfer was made from my Uber account. I did NOT initiate or authorize the transaction.

2. I Discovered the Fraudulent Activity Date : XX/XX/year> I noticed the transfer immediately and confirmed it was not made by me. 



3. I Reported the Issue to Uber Date : XX/XX/year> I contacted Uber Support and filed a dispute for the fraudulent transfer.

I clearly explained that I did not authorize or send this transfer.

4. Uber Denied My Dispute Date : XX/XX/year> Uber denied my fraudulent transfer claim without providing : A written explanation Evidence A fraud investigation report Any basis for the denial The denial appeared to be automatically generated. 



Why this is a problem The company failed to properly investigate unauthorized account activity. 
I did not authorize the transfer, I did not receive my money back, and I still have no explanation for why my dispute was denied. 

Uber has not provided : A fraud investigation report Evidence supporting their denial The reason for marking the transfer as authorized Any steps they are taking to recover my stolen funds This puts consumers at risk and violates basic expectations for fraud review. 




I am submitting an update to my complaint. Uber XXXX recently contacted me, but they responded to the wrong issue. They addressed a technical problem with updating my payout method which is NOT the subject of my complaint and has already been resolved. 

The unresolved problem remains : an unauthorized / fraudulent transfer occurred on my Uber account my dispute was denied without a proper investigation my funds were never recovered Uber has not provided a written explanation for the denial I have informed Uber again that I need the fraudulent transfer dispute reopened and escalated, but they have not yet addressed the matter. The funds lost in the unauthorized transfer remain unrecovered. 

I am requesting the CFPB to keep this case open until Uber provides : 1. A complete investigation into the fraudulent transfer 2. A written explanation for the denial 3. A resolution and reimbursement of the unauthorized funds Ubers recent reply does not resolve the issue and does not address my complaint. * * This situation has caused financial loss, stress, and delays in accessing my funds. 
I rely on Uber earnings, and the unauthorized transfer caused significant hardship. Despite multiple attempts to resolve this, Uber has not provided any real assistance.

Company response to consumer: Closed with explanation