Consumer complaint received 2025-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: CARD Corporation
State: OH

Complaint narrative:
I am filing this complaint because XXXX failed to protect my account after I explicitly warned them about suspicious activity and fraud. I applied for a XXXX  account in XX/XX/year>. While waiting for the XXXX card to be sent via mail I never ended up getting the card. On XXXX XXXX I noticed I couldn't get into my account. My email was changed. I called them and they said that I had to send in documents to prove my identity before they could change it back to my original email. The person who took over my account had made about XXXX deposits transferring money back and forth from their apple account to my XXXX account. I had a suspected direct deposit of {$1000.00} coming to my account between XX/XX/XXXX and the XXXX got a notification from the depositor that my money had been sent to my bank acct which I still did not have access to so I called them AGAIN and verified AGAIN that I sent the email with proof of my Identification and to please update my email to my account. They said to please give it time for the verifying party to receive the documents. I told them no that the hacker is going to end up staying into my account and he told me that the card would be locked after they already spent {$450.00} ( at this time I did not know that yet ) he said it can no longer be used on the acct. and that the docs would have to be reviewed first before the email can be updated. I called back again on XX/XX/year> telling them they were supposed to update my email within XXXX hours to XXXX. He said he got my docs but the email is already updated. He said I called in the day prior and verified it. I NEVER called the day prior. ( I record all my phone calls with business for this reason. ) Card.com gave authorization to someone who had my information prob due to having my XXXX account which had pics of my social and birth certificate and all my passwords saved to it. He said that my email was updated to a gmail on file and I said it's not supposed to be gmail it is supposed to be icloud because I have been dealing with identity theft after XXXX of my gmail accounts were hacked as well as my ex 's XXXX accounts were all compromised. ( We used each others emails as the back up email for each other which ended up getting the other persons acct hacked as well ) because at first I thought it was my ex and I started to blame him then I realized his email accounts were compromised too. I had had my phone stolen prior to this but I do not think that i even had the app yet on that phone. At first I thought it could have been that too but after thinking about it it was from whoever hacked my XXXX account. There for not only did they give my information to someone they let that same person in my account and drain it over XXXX dollars. All while they were making me send in my documents over and over again they were letting the person who hacked my account change the information. My card never even made it to my front door nor did it make it to my hands. So there for when I was begging them to secure my account they were giving access to it to some stranger. I am now late on rent. I filed a police report and identify theft. But I been dealing with it for over a year now they can't do much about it. By the time they finally updated my email all my money was wiped gone. This is a clear violation of Regulation E, as I did not authorize the transactions, and the institution failed to take reasonable steps to prevent fraud even after being warned. Additionally, XXXX allowed unauthorized changes to my account ( changing my email ) and gave account access to someone impersonating me over the phone. Everytime I try to call them about the dispute they act like they don't understand what I am trying to say to them. Oh and they still have yet to send me a new card. Oh and another thing it wont let me download statements for XXXX or XXXX it says there are none. When I first finally got into the account and was able to review everything and called them right away to dispute it they made my account disappear as if I never had an account. So I couldn't access anything. It was just gone. They finally put it back up once they denied the dispute which took them only XXXX day to do so.

Company response to consumer: Closed with explanation