Consumer complaint received 2026-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: FIRSTBANK
State: CO

Complaint narrative:
Subject : Complaint Regarding XXXX XXXX and Request for Recovery Review FirstBank I am submitting this complaint regarding a {$1500.00} XXXX transaction that I sent on XX/XX/year> after being the victim of a scam. On XX/XX/year>, I received a call from an individual ( XXXX XXXX ) who misrepresented themselves as an agent from 1st Bank, and the caller ID reflected that. He created a sense of urgency that caused me to reasonably believe I needed to act immediately. Based on this misrepresentation, I authorized a XXXX transfer in the amount of {$1500.00} He said there were several items of concern that were cause for a fraud flag. He went on to say that there were XXXX XXXX payments authorized in XXXX, {$1900.00}, {$2900.00}, {$1900.00}, two XXXX XXXX payments, and 2 purchases on XXXX. I immediately stated those were NOT mine. he started " putting it into the system '' as fraud and said they would be flagging these transactions. He asked me to look at my acct online and confirm that these items hadnt reached my posted/pending items. I confirmed that they hadnt. He then asked me to confirm what my balance was., I said what the balance was. he said, ok good, these items havent posted yet. He said we had to confirm with XXXX that I was NOT in XXXX, so I needed to add XXXX XXXX ( the manager at XXXX ) into the XXXX app thru my banking app and enter the " case number '' into the phone number field ( which was actually just the phone number XXXX ) and the " code '' which was XXXX ( the amount they were stealing from me ) then hit send, and he said I needed to confirm that it went thru and when they could verify that I was indeed in XXXX and not in XXXX that they would issue a refund, which they obviously did NOT. He said wait XXXX minutes, which I did and then I realized this was all a SCAM! Within approximately XXXX hour of the transaction, I realized I had been deceived and immediately contacted FirstBank to report the fraud. A formal fraud claim was opened the same day dispute # XXXX. I also contacted XXXX directly and filed a claim # XXXX The XXXX transaction shows as Completed, My Acct information shows that the transaction is " Pending '' and FirstBank has informed me that a recall request has been sent to the receiving financial institution. However, I have been told there is otherwise nothing that can be done. And that the other bank has up to 10 days to respond I am requesting confirmation of the following : 1. Documentation of the interbank recovery attempt, including date and time initiated. 2. Confirmation of whether the receiving bank has frozen or flagged the recipients account. 3. Confirmation of whether the funds have been deposited to the recipient account. 4. A written explanation of FirstBanks decision-making process regarding reimbursement for scam victims. I reported this transaction within approximately one hour of occurrence, acted in good faith, and fully cooperated with the bank. Given the immediate reporting and the relatively modest amount involved, I am requesting a full review of this matter and consideration for reimbursement if recovery is unsuccessful. I respectfully ask that FirstBank provide a detailed written response outlining : The steps taken to attempt recovery The status of the receiving banks response The basis for any denial of reimbursement I appreciate your review of this matter and look forward to a timely response. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX Acct ending in XXXX

Company response to consumer: Closed with explanation