Consumer complaint received 2025-12-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: CLGF Holdco 1, LLC
State: VA

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) Re : Complaint Against Concora Credit XXXX Milestone Mastercard Account Takeover, Unauthorized Transactions, and Related Fees/Delinquency My name is XXXX XXXX XXXX I am submitting this complaint regarding a fraudulent account takeover of my Concora Credit XXXX Milestone Mastercard account, which resulted in unauthorized transactions, accrued fees/penalties, and a past-due status that I only recently discovered because the fraudster changed the account contact information.

1 ) Account / Consumer Information Creditor/Issuer : Concora Credit ( Milestone Mastercard ) Card ending : XXXX My correct email : XXXX My correct phone : XXXX Fraudulent email substituted on account : XXXX Fraudulent phone substituted on account : XXXX Current balance shown ( as of my screenshot ) : {$2700.00} Minimum payment shown due : {$870.00} Payment due date shown : XX/XX/XXXX ( year as displayed in portal ) I have attached screenshots showing the account balance and a portion of the transaction history. 



XXXX ) Summary of Complaint This account was taken over by an unknown person. Without my knowledge or authorization, the fraudster changed the email address and phone number associated with my credit card account and then used the account for transactions I did not make or authorize. Because my contact information was altered, I did not receive normal fraud alerts, statements, or notifications and therefore could not dispute the charges earlier. I only discovered the problem recently when reviewing the account and noticing the incorrect email/phone and unauthorized transactions. 

This fraudulent activity appears to begin in or around XX/XX/year> ( and/or includes transactions posted thereafter ). The unauthorized transactions led to the account being treated as delinquent and accruing fees and charges. 



XXXX ) What Happened ( Timeline / Detail ) 1. Account Takeover / Unauthorized Profile Changes At some point in or around XX/XX/year>, an unknown party accessed my Milestone account and changed my account contact details from : Email : XXXX to XXXX Phone : XXXX to XXXX I did not authorize these changes and did not initiate them. 
These unauthorized profile changes prevented me from receiving normal account communications and hindered my ability to promptly identify and dispute the fraudulent charges. 
2. Unauthorized Transactions After the takeover, transactions were made that I did not authorize. The transaction history reflects unauthorized activity including ( not limited to ) : XXXXXXXX XXXX POSTPAID charge for {$600.00} Multiple XXXX / XXXX related charges ( including small-dollar transactions ) XXXX XXXX XXXX  PURCHASE for {$50.00} These transactions were not made by me, were not authorized by me, and I did not benefit from them. 
XXXX. Resulting Fees/ Delinquency / Harm The fraudulent transactions and account compromise caused : A materially increased balance Accrued fees/penalties/interest Past due status displayed in the portal I should not be held responsible for balances, fees, or delinquency that resulted from a fraudulent takeover. 



4 ) Why I Believe the Company Acted Improperly Concora Credit / Milestone Mastercard appears to have insufficient security and verification controls to prevent unauthorized account takeovers and contact changes. 

At a minimum, the issuer failed to : Ensure identity verification before allowing changes to my email and phone number Flag or block suspicious changes to key authentication/contact fields Notify me through secondary verification channels when the email/phone was altered Detect and respond appropriately to suspicious, out-of-pattern transactions Provide a reliable pathway for resolution once the takeover occurred Because the fraudster changed my email and phone number, I did not receive statements, alerts, or communications that would have allowed earlier dispute. Any delay in discovery was caused by the unauthorized contact changes, not by negligence on my part. 



5 ) Resolution Requested ( What I Want Concora to Do ) I am requesting CFPB assistance to require Concora Credit / Milestone Mastercard to : 1. Investigate the account takeover and unauthorized transactions beginning in or around XX/XX/year> ( and covering all related fraudulent activity ). 
2. Remove/reverse all unauthorized transactions, including the specific transactions identified above and any others tied to the takeover.

3. Waive and remove all fees, penalty charges, and interest associated with the unauthorized activity ( including late fees and any delinquency-related fees ).

4. Restore the account to good standing, reflecting the corrected balance as if the fraud had not occurred. 
XXXX. Correct my account contact information immediately to : Email : XXXX Phone : XXXX XXXX. Issue a new card number and permanently close/disable the compromised card ending in XXXX. 
XXXX. Confirm in writing that : I will have XXXX liability for the unauthorized transactions, fees, and interest ; and The company will not report negative credit information related to this fraudulent activity ( or will correct any negative reporting already made ). 



XXXX ) Documentation Attached Screenshot of account dashboard showing balance and minimum payment due Screenshot of transaction activity reflecting the unauthorized charges and payment/reversal entries 7 ) Good-Faith Statement I am acting in good faith and am requesting a fair resolution consistent with consumer protections and standard credit card fraud policies. I did not authorize the account changes or the transactions. The contact information was changed fraudulently, which prevented timely detection. I am requesting that Concora Credit correct this account, remove the unauthorized charges and associated fees, restore my account, and reissue a new card. 

Thank you for your assistance. 

Sincerely, XXXX XXXX XXXX XXXX DC Email : XXXX Phone : XXXX Card ending : XXXX

Company response to consumer: Closed with monetary relief