Consumer complaint received 2026-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CLGF Holdco 1, LLC
State: AL

Complaint narrative:
I am submitting this complaint regarding the handling of my Indigo credit account, which I believe constitutes unfair and deceptive practices and improper adverse action handling. On XX/XX/year>, I contacted Indigo customer service after discovering that I was unable to use my credit card for a purchase. I was informed that my account had been restricted due to suspected fraudulent activity. During that call, the representative advised that the fraud alert had been cleared and assured me that my account had been restored for normal use. Later that same day, I attempted to make a purchase at XXXX, and the transaction was again declined. I contacted Indigo a second time and was told that my account had once again been restricted due to suspected fraud. After speaking with another representative, I was again assured the issue had been resolved. However, when attempting to pay my cell phone bill later that day, the transaction was again blocked for the same reason. As a result, I was required to contact Indigo three separate times on XX/XX/year> simply to obtain authorization to use my own credit line. Each time I was assured the matter had been resolved and would not occur again. During my final call that day, I spoke with a supervisor who informed me that in order to prevent further restrictions, I would be required to submit a copy of my drivers license to verify my identity before my account could be fully restored. I complied immediately and submitted a copy of my drivers license the same day, XX/XX/year>. I was advised that identity verification would take approximately XXXX hours including the weekend as they work diligently- per the supervisor to correct these issues. On XX/XX/year>, after my account remained frozen beyond the stated verification window, I contacted Indigo again to request a status update. At that time, I was informed that my account would remain closed unless I provided an additional form of identification. I explained that the only government-issued identification available to me is my drivers license and Social Security card , and that the state only issues one valid drivers license, making it impossible to provide a second drivers license as requested. Despite my full cooperation and immediate submission of the requested identification, Indigo chose to close my account. This action occurred despite the fact that Indigo had already verified my identity documentation and despite the repeated assurances that the fraud alerts had been cleared. The handling of this matter raises several serious consumer protection concerns : 1. Unfair and Deceptive Acts or Practices ( UDAP ) Repeatedly restricting my account, requiring identity verification that was promptly provided, and subsequently closing the account for failing to provide an impossible form of identification appears to constitute an unfair and deceptive practice. 2. Improper Adverse Action Closing my account after restricting access to my credit line may constitute an adverse action under the Fair Credit Reporting Act ( FCRA ) and related consumer protection laws. I have not received a clear written explanation detailing the specific reason for the account closure. 3. Consumer Harm and Credit Impact Indigos actions prevented me from using the credit line as intended and resulted in the closure of my account after I fully complied with all verification requests. This creates the potential for negative credit reporting and financial harm due to circumstances entirely outside of my control. 4. Unreasonable Identification Demands Requiring a second drivers license is unreasonable and unattainable, as state law only permits issuance of a single valid license to an individual. Given the circumstances, Indigos actions appear to have effectively restricted my access to credit and then closed my account after I complied with all verification requirements, which raises concerns about unfair account handling practices.

Company response to consumer: Closed with explanation