Consumer complaint received 2024-12-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: FinCo Services Inc DBA Current
State: KS

Complaint narrative:
From : XXXX XXXX XXXXXXXX Date : XX/XX/XXXX at XXXX XXXX To : XXXX Cc : Support Current XXXX Subject : XXXX FOLLOW-UP No Response- VIOLATION of XXXX  Liability Policy - Physically unable to Authorize or perform transactions XXXX XXXX XX/XX/XXXX Dear Disputes Team, This letter serves as a formal request for reconsideration of the denial of my disputes concerning multiple unauthorized transactions. Your determination that these transactions were authorized my Me is factually incorrect. I have provided proof of my inability to physically perform or authorize ANY transactions from XX/XX/XXXX to XX/XX/XXXX. Please find attached ( previously sent XXXX other times ) official documentation from the detention facility verifying my custody during the relevant dates. Your denial of legitimate claims has only delayed resolution and has significantly affected me financially and caused myself and children to be evicted from our residence. 

I have made multiple attempts to resolve this issue. I have contacted your representatives by phone on several occasions to report and follow up on the unauthorized transactions and explain the circumstances, including my incarceration. I have Emailed your disputes and support departments multiple times providing evidence of my inability to authorize these transactions and requesting information on the disputes denied prior to todays. NO RESPONSE as been received from your team to date. I above included this correspondence below in this email chain. 

Per your cardholder agreement and applicable consumer protection laws, I formally request the following : 1. Documentation and Evidence : A complete copy of the records, documents, and any other information relied upon in determining that these transactions were authorized, as stated in your denial letters.

2. Investigation and Provisional Credits issued immediately : I expect reopening of the investigations for all transactions in which I have filed a dispute. Immediately issue Provisional credits for these transactions as we are now well over 10 days. I again have included the evidence which substantiates my claim of fraud and account compromise. 

Under your XXXX Zero Liability Policy and relevant consumer protection laws, I should not be held liable for unauthorized and fraudulent transactions. The evidence provided proves that I was not in possession of my card during the disputed transactions and that my PIN and/or account access was compromised.

If this matter is not addressed today, I will escalate it to the Consumer Financial Protection Bureau ( CFPB ) and other regulatory bodies for further review and resolution. Your failure to address my earlier correspondence and phone reports only compounds the urgency of this matter. 

Please confirm receipt of this letter and provide a written response. 

Sincerely, XXXX XXXX XXXX Sent from my XXXX Begin forwarded message : From : XXXX XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX To : XXXX, Support Current XXXX Subject : Re : Appeal Dispute ID : XXXX Unauthorized {$400.00} ATM Transaction No response. Sent this email on Monday XX/XX/XXXX. 


Sent from my XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Also, According to your stated policy, my liability for unauthorized transactions on the XXXX  system is XXXX dollars, and I meet the criteria outlined in your terms : XXXX. 
Unauthorized Use : This transaction occurred while I was incarcerated from XX/XX/XXXX to XX/XX/XXXX, making it impossible for me to authorize or perform the withdrawal or to authorize it. 
XXXX. 
Timely Reporting : I promptly reported the unauthorized use as required. 
XXXX. 
No Negligence or Fraud : My card was stolen, my phone was stolen, and my PIN was compromised without my knowledge or involvement. 

Given the clear evidence of unauthorized use and the protections offered by your policy, I respectfully request that this dispute be reopened and a provisional credit is issued immediately pending further investigation. 

If additional information is required, feel free to contact me immediately. I look forward to your prompt resolution of this matter. 
XXXX XXXX Sent from my XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Dear Disputes Team, I am writing to formally request a reconsideration of the denial of my dispute regarding the unauthorized {$400.00} ATM withdrawal on my account. 

The denial letter states that your review found no error in the transaction. However, the investigation appears to have overlooked key evidence : XXXX. 
I was incarcerated from XX/XX/XXXX to XX/XX/XXXX, and was physically incapable of making this withdrawal. Or authorizing it. 
XXXX. 
My card was stolen, and my PIN and phone were compromised, which likely facilitated this fraudulent transaction. 

I have attached official documentation from the detention facility confirming my custody during this period. This evidence clearly demonstrates that I could not have performed this transaction or authorized its use. 

I kindly request that you reopen the investigation with this information that was previously sent. If you require additional documents or clarification, please contact me immediately. 

This matter is urgent, and I appreciate your attention to resolving it promptly. 

Sincerely, XXXX XXXX Sent from my XXXX Begin forwarded message : From : Current XXXX Date : XX/XX/XXXX at XXXX XXXX To : XXXX Subject : Update on your dispute Your dispute status has been updated Dispute ID : XXXX We have posted an important notice about your recent dispute to your account. To review the update, please login to the Current App and go to " Notifications '', or click the button below on your mobile device. 
See update XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Current is a financial technology company, not an FDIC-insured bank. FDIC insurance up to {$250000.00} only covers the failure of an FDIC-insured bank. Certain conditions must be satisfied for pass-through deposit insurance coverage to apply. Banking services provided by XXXX XXXX XXXX, Member FDIC, and XXXX XXXX XXXX, Member FDIC. The Current  XXXX XXXX XXXX issued by XXXX XXXX XXXX, and the Current  XXXX secured charge card issued by XXXX XXXX XXXX, are both pursuant to licenses from XXXX XXXX XXXX and may be used everywhere Visa debit or credit cards are accepted. Current Individual Account required to apply for the Current XXXX secured charge card. Independent approval required. 

Thank you for being a part of the Current community! If you need assistance, our team is available XXXX via the chat feature in the app. 

Copyright XXXX Current, All rights reserved This is a non-promotional communication that pertains to the management of your account Our mailing address is : Finco Services , Inc. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief