Consumer complaint received 2025-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: FIRSTBANK
State: CO

Complaint narrative:
On or about XX/XX/year>, I identified a XXXX transaction involving my FirstBank account that I did not authorize. A {$1.00} transfer was sent, and the transaction reflected that a larger amount was pending acceptance, which I never approved or completed. The sender was listed as XXXX XXXX, a person I do not know and have no relationship with. I did not initiate, authorize, or consent to this transaction, and I was not provided any prior notice or explanation regarding how it was initiated. 

After discovering the XXXX transaction, I contacted FirstBank and requested clarification regarding the origin of the transfer, how it was authorized, who initiated it, and whether any verification or fraud-prevention safeguards were applied. Despite raising this issue, I have not received transparency identifying the sender, the method of authorization, or a clear explanation of how the transaction was permitted to proceed, nor confirmation that the transaction was properly investigated or resolved. 

Separately and independently, I later became aware of an unauthorized insurance policy issued by XXXX in my name. That policy appears to have been issued for a vehicle that was not registered at the time, and I did not knowingly request, approve, or authorize the policy or any related payments. The XXXX policy issue did not arise from the XXXX transaction and is a distinct matter involving unauthorized financial activity. 

With respect to the XXXX policy, I was advised by XXXX that the policy information originated through XXXX, identified as the insurance broker. I do not know what role, if any, XXXX played in the issuance of the policy, and I have not received updated or confirming policy documentation from XXXX despite requesting clarification. I am including this information solely to reflect the representations made to me and to note that the source and authorization of the policy remain unclear. 

I raised both issues with FirstBank in order to obtain transparency, documentation, and confirmation of any investigations conducted. To date, I have not received a clear explanation addressing the origin or authorization of the XXXX transaction, nor confirmation that appropriate corrective action was taken with respect to either matter. 

These issues have been raised with multiple regulatory bodies in an effort to obtain clarity and resolution. This matter was also submitted to the Federal Deposit Insurance Corporation ( FDIC ), Case No. XXXX, which reviewed the complaint and advised that it did not have jurisdiction and that the matter would be forwarded to the Consumer Financial Protection Bureau as the appropriate supervisory agency. I am including this information to ensure continuity of review and to prevent the matter from being lost or misrouted. 

The lack of transparency and resolution has caused financial harm and ongoing concern regarding the security and integrity of my account. I am requesting identification of the XXXX sender, a full accounting of the XXXX transaction, correction of any improper records or charges, assurance that appropriate safeguards are in place to prevent further unauthorized activity, and appropriate review and correction of issues related to the unauthorized XXXX policy.

Company response to consumer: Closed with explanation