Consumer complaint received 2025-08-26 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: BANK OF NEW YORK MELLON CORPORATION, THE
State: NC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXX To : Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX  North Carolina Attorney General Consumer Protection Division XXXX XXXX XXXX  Subject : Complaint Against XXXX XXXX XXXX XXXX XXXX Deceptive Practices , Technical Failures , and Bank Refusal to Reverse Charges Dear Sir/Madam, I am submitting this complaint regarding XXXX XXXX XXXX and XXXXXXXX, and the failure of XXXX XXXXXXXX XXXX XXXX XXXX to address my dispute concerning {$21000.00} in debit card transactions between XX/XX/XXXX and XX/XX/XXXX ( card ending XXXX ). 

XXXX. Nature of Complaint Deceptive Marketing & Misrepresentation : XXXX promoted virtual coin packages and sweepstakes claiming cash redemption, fair play, and guaranteed odds. These claims were false and misleading, violating North Carolina Unfair and Deceptive Trade Practices Act ( UDTPA ) and the FTC Act ( 15 U.S.C. 45 ).

Technical & Service Failures : The platform repeatedly froze my account, withheld winnings, and failed to allow proper redemption, constituting a material failure of promised services. 
Unfair Redemption Policies : The merchants terms were deceptive and functionally impossible, designed to prevent consumers from obtaining advertised benefits. 

XXXX. Efforts to Resolve Multiple emails and website messages to XXXX customer support were ignored or inadequately addressed. 
Despite evidence of technical failures and unfair practices, the merchant continued to allow usage of coins to create the appearance of service delivery. 

XXXX. Bank Dispute & Denial I disputed the charges with XXXX XXXX ( XXXX ) under the Electronic Fund Transfer Act ( EFTA, 15 U.S.C. 1693 et seq. ). 
Despite providing detailed evidence, the bank denied my claim, stating services were provided, ignoring that the services were materially different from advertised and intentionally misleading. 
This refusal may constitute failure to act in accordance with federal regulations protecting consumers against deceptive or unauthorized debit card charges. 

XXXX. Legal Grounds NC UDTPA : Misleading business practices and unfair service delivery. 
FTC Act : False advertising and deceptive online commerce.

RICO ( 18 U.S.C. 1961 ) : Potential patterns of fraud and organized deceptive practices targeting consumers.

EFTA/TILA : Debit card protections violated by bank refusing reversal of disputed transactions. 

XXXX. Requested Resolution I request : XXXX. Investigation into XXXX XXXXXXXX XXXX XXXX for deceptive marketing, technical failures, and unfair redemption policies. 
XXXX Review of XXXX XXXX XXXX of my dispute under federal consumer protection laws. 
XXXX. Assistance in obtaining a full refund of {$21000.00} or other appropriate restitution. 

XXXX. Supporting Documentation Transaction statements Screenshots of technical errors, frozen accounts, and denied redemption attempts Emails and messages to the merchant requesting resolution Marketing materials and website promotions I urge your office to take immediate action to prevent further consumer harm and to hold both the merchant and the bank accountable for their deceptive practices and refusal to provide a lawful remedy. 

Sincerely, XXXX XXXX. XXXX

Company response to consumer: Closed with explanation