Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: CHARLES SCHWAB CORPORATION, THE
State: GA

Complaint narrative:
I am filing this complaint against Charles Schwab Bank , XXXX regarding multiple Regulation E violations, a denied fraud dispute, failure to issue provisional credits, retaliatory account closure, and failure to provide periodic account statements. The full scope of this complaint is detailed below. * * IDENTITY THEFT AND FRAUD DENIAL * * I am a documented identity theft victim with FTC Identity Theft Reports ( Nos. XXXX and XXXX ), a XXXX XXXX Mail Theft case ( No. XXXX ), a police report, and notarized documentation proving I was physically in XXXX, XXXX while unauthorized transactions were processed in my XXXX accounts. The perpetrator, XXXX XXXX, was occupying my XXXX residence without authorization and used my devices and credentials to make unauthorized XXXX transfers totaling over {$1200.00} from my Schwab checking account ( ending XXXX ). On XX/XX/XXXX, I filed Dispute Case No. XXXX. On XX/XX/XXXX, I submitted a comprehensive evidence packet including a Master Affidavit notarized in XXXX, concurrent XXXX merchant charges proving geographic impossibility, XXXX account security alerts, and a legal notice served to XXXX XXXX. On XX/XX/XXXX, XXXX denied the dispute without providing any written explanation of findings, any itemized list of transactions reviewed, or any basis for the denial. This violates Regulation E, 12 C.F.R. 1005.11 ( d ), which requires written notification of findings. * * REVERSED PROVISIONAL CREDITS * * On or around XX/XX/XXXX, Schwab reversed every provisional credit issued under Cases XXXX and XXXX without proper written notice, without itemization, and without giving me an opportunity to respond. Regulation E requires all of these things. * * STRANDED ABROAD WITHOUT ASSISTANCE * * When I discovered the fraud, I was in XXXX, XXXX. My Schwab account my only bank account was compromised and the card was blocked. I was stranded : penniless, in a XXXX XXXX, with no way to buy food, pay for lodging, or book a flight home. I called Schwab and spoke to a manager. I told them I was stuck with no money. Before Schwab would even discuss my account, they required me to obtain a notarized XXXXXXXX XXXX XXXXXXXX XXXX XXXXXXXX from a Spanish notary, which cost me XXXX I had to borrow. I complied. Schwab still did nothing. No provisional credit. No emergency assistance. I remained stranded in XXXX for XXXX weeks. Additionally, I paid Schwab {$25.00} to have a replacement debit card rushed to me in XXXX. The card never arrived. I still do not have a functioning debit card as of the date of this complaint. Schwab collected the fee and did not provide the service. * * OUTSTANDING CHARGEBACKS NOT PROCESSED * * Schwab has failed to process the following chargebacks, all of which I have formally requested : XXXX. XXXX XXXX unauthorized XXXX transfers ( ~ $ XXXX ) XXXX has confirmed it can not process these chargebacks because the funding source was Schwab . Schwab is the only institution that can reverse these. XXXX. XXXX XXXX XXXX ( XX/XX/XXXX ). I purchased a ticket for flight XXXX, XXXX to XXXX. I was denied boarding despite completing online check-in. The service was never provided. Schwab should file under XXXX Reason Code XXXX ( Services Not Rendered ). 3. The XXXX XXXX {$4000.00} ( XX/XX/XXXX ). I paid via XXXX invoice ( No. XXXX ) funded by my Schwab account. The merchant shipped damaged and mismatched cabinetry. The merchant 's own invoice contains NO item description just " XXXX '' at {$4000.00}. Schwab should file under XXXX Reason Code XXXX ( Defective Merchandise ). * * MISSING PERIODIC STATEMENTS * * In the entire history of my relationship with Schwab, I have never received a single periodic account statement. Over {$250000.00} has passed through this account. This is a violation of 12 C.F.R. 1005.9 for every month it went unaddressed. Without these statements, I can not conduct a forensic accounting of my account to identify the full scope of unauthorized transactions. Schwab 's failure to provide statements effectively prevents me from discovering and disputing additional fraud which may be exactly the point. I need every statement from account opening to present in order to perform a complete forensic review and identify all unauthorized activity. * * RETALIATORY ACCOUNT CLOSURE * * On XX/XX/XXXX XXXX days after denying my fraud dispute Schwab notified me that it is closing my account ( ending XXXX ) effective XX/XX/XXXX. This closure is occurring while all of the above disputes remain unresolved. Under Regulation E, 12 C.F.R. 1005.11 ( e ), a financial institution may not take adverse action against a consumer for exercising error resolution rights. This closure coming immediately after I escalated my complaints raises serious concerns about retaliation. Schwab 's closure letter states I " will remain responsible for any funds due in [ my ] account, '' yet Schwab has never provided me with account statements to verify what is owed. Schwab can not refuse to provide records AND demand responsibility for the balance.

Company response to consumer: Closed with explanation