Consumer complaint received 2026-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UPGRADE, INC.
State: FL

Complaint narrative:
COMPLAINT AGAINST : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) ASSOCIATED DISPUTE NUMBERS : XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL DISPUTED AMOUNT : {$21000.00} I am filing this formal consumer complaint against XXXXXXXX XXXX for a systematically flawed fraud investigation that directly violates Federal Regulation E ( 12 CFR 1005.11 ). The bank is attempting to reverse my provisional credits on XX/XX/year>, and a phone representative from the dispute team wrongfully stated that my evidence is " irrelevant '' because it " doesn't prove I wasn't the one who made the transactions. '' Under Regulation E, the burden of proof is strictly on the financial institution to establish authorization, not on the consumer. I demand a full executive review based on the following definitive, irrefutable evidence : XXXX. XXXX XXXX Disconnect ( XXXX vs. XXXX ) Official ABLE XXXX XXXX Statement ( Account XXXX XXXX XXXXXXXX ) : This official, state-administered financial document tracks a full three-month quarterly period from XX/XX/year>, through XX/XX/XXXX, XXXX exact timeline of the fraud. Page XXXX legally registers my permanent home address at XXXX XXXX XXXX XXXX, XXXX, PA XXXX. XXXX XXXX XXXX XXXX : This federal government verification record explicitly confirms my permanent, legal address in XXXX, Pennsylvania, where my protected disability benefits are managed and delivered. XXXX XXXX Records : My continuous corporate utility bills tightly align with these government records, confirming an active physical presence in Pennsylvania. The Physical Impossibility : It is geographically impossible for me to have executed the 47 separate physical ATM cash extractions ( totaling {$3600.00} ) in XXXX, Florida, during the exact multi-month window these verified state, federal, and utility records anchor me to XXXX. 2. Sworn Federal FTC Identity Theft Affidavit The bank completely ignored my official FTC Identity Theft Affidavit, where I have legally sworn under penalty of perjury that a digital account takeover occurred. My mobile hardware was compromised, resulting in over 10 unauthorized logins, a forced PIN change, and the physical interception of my replacement debit card in transitwhich I never received, possessed, or activated. 3. Complete Failure Regarding XXXX XXXX ( {$15.00} Charge ) The representative refused to appeal the XX/XX/XXXX XXXXXXXX XXXX charge because there was " no incorrect PIN attempt. '' This logic is entirely incompetent. This merchant processes transactions as Credit, which completely bypasses a PIN requirement. Anyone holding my intercepted card could slide it without a PIN. Conclusion These stolen funds represent my critical federal SSI disability assistance. XXXXXXXX XXXX is failing its regulatory duties by issuing piecemeal denials and ignoring clear federal, state, and corporate documentation of geographic impossibility. I request that the CFPB compel XXXX to immediately halt the XX/XX/XXXX credit reversal and audit the complete {$21000.00} fraud timeline.

Company response to consumer: Closed with explanation