Consumer complaint received 2021-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA

Complaint narrative:
On XX/XX/2021, I fell victim to a fraud scheme perpetrated by a criminal group posing as a customer service department from XXXX, XXXX. I had returned merchandise purchased via the XXXX website approximately one month earlier to XXXX. The XXXX webpage at the time did not post a customer service phone number so I had to do a XXXX Search to find a Customer Service number to check on my refund of {$250.00}. The number that appeared at the top of the list referred to XXXX Customer Service, so I called that number. It turned out to be completely fraudulent but the man answering my call, said Hello This is XXXX from Customer Service, how can I help you. I explained I had not received my refund which was overdue. He said he would get me my refund that day. He asked me to download several cell phone apps which I did and then sent me several code numbers to authorize an electronic funds transfer. After about 45 minutes of being on the phone he said I should see my refund in my account. When I checked about 20 minutes after the call ended, I found 13 fraudulent debit card pulls from my account totaling over {$6200.00}. I immediately called and asked why he had done this? He said it is temporary and asked me to again authorize additional transfers. At this point I realized this was a scam, hung up and called the local police department. I filed a police fraud/theft report # XXXX with Deputy XXXX of the XXXX, CA Sheriffs/Police office. 

I then went to my Union Bank branch and filed a fraud report and closed the account that had been attacked. I opened a new separate account which would not allow any further access. I was told by the branch manager and the personal banker that the bank would provide a provisional credit of the funds taken from me fraudulently within 10 days of the incident pending the outcome of a bank investigation. 
This conflicted with what I was told by the financial fraud unit after being contacted by them in the process of the Union Bank investigation. At first, they said I would get a provisional refund on or around XX/XX/XXXX which was 10 days after the filing. When I did not see that credit, I called again, and they said that there will be no provisional credit at all due to this being a Mastercard Debit purchase. I explained this was all fraudulent and that I had filed a police report and an additional IC-3 Federal Crime report. 

I eventually received a letter from Union Bank stating that my claim had been denied due to my authorization of the use of my debit card for what appeared to be purchases. I received no product or service and was not the one benefitting from the withdrawal of my funds. I was further told by Union Bank that Mastercard was now investigating and may be able to recover my funds if it is found to be fraudulent and that I did not receive merchandise or service as a result of the use of my debit card. 

I feel very disappointed in Union Banks Policy not to even grant me a provisional credit due to this fraud perpetrated by unscrupulous individuals posing as actual customer service reps. I am XXXX  years of age and I feel I have been victimized not only by the perpetrators of this scheme but also by my own bank that I have been a customer of for over 20 years. I feel that in the end Mastercard will find that this was a financial crime scheme which used Mastercard and a company called XXXX XXXX  to illegally withdraw funds from my bank account. I am requesting an investigation into Policies and Procedures of Union Bank in recovering my funds and protecting customers from these scams. 

Sincerely, 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 monetary relief