Consumer complaint received 2025-07-09 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Impersonated attorney, law enforcement, or government official
Company: VYSTAR CREDIT UNION
State: FL

Complaint narrative:
Date : XX/XX/2025 To Whom It May Concern, I am submitting this complaint regarding an incident involving VyStar Credit Union and a suspicious third-party entity, possibly misrepresenting itself as a debt collector. I contacted VyStar Credit Union regarding my account and spoke with a representative. During the call, I provided my full Social Security Number and completed secondary authentication through my email. Despite verifying both of those secure methods, the representative proceeded to ask security questions that he claimed I failed. I asked him what questions I supposedly answered incorrectly, and he stated that he could not disclose them. This made little sense, especially since my identity had already been verified. I raised concerns about this and emphasized that if I had failed the questions, we should examine what went wrong. He refused to provide any further information. The representative then advised me to log into my VyStar account and complete a video call verification using my driver 's license, which I did. After completing the video verification and confirming my identity again, I asked for clarification on the failed security questions. I was again denied any information.

He then stated that my debt had been sold to another company, my account was locked, and gave me a phone number to call. When I looked up the number, it appeared to be associated with XXXX, This number appears to be associated with XXXX, the financial technology company. It's often listed as one of XXXXXXXX XXXX  customer support or fraud alert lines. 

However, always verify directly : Visit chime.com and look for official contact numbers in their Help or Contact Us sections. 

If you have a XXXX account and received a call or message from this number, check it within the XXXX app for any official notices.

If you didnt expect a call and youre not a XXXX user, it may be worth blocking the number or reporting it, as scammers sometimes spoof official numbers.

not any known debt collection agency or a VyStar partner.

I called the number and spoke with a woman who claimed to be from the debt collections department. I asked multiple times for the name of the company she represented, but she refused to tell me. I ultimately ended the call due to her refusal to provide any identifying information.

I am highly concerned about the following : - Mishandling or misidentification of my account - Lack of transparency from VyStar after verifying my identity via SSN, email, and video ID - Possible unauthorized access or fraudulent transfer of my account - Referral to a suspicious third party with no verifiable identity I am requesting the following actions : 1. A full investigation into the identity verification process and the nature of the failed " security questions '' 2. A written explanation of which security questions were answered incorrectly 3. Clarification on whether VyStar sold or transferred my debt, to whom, and under what authority 4. Confirmation that my personal data has not been shared with unauthorized parties 5. A full identity theft risk review and restoration of my account if necessary Thank you for your attention to this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation