Consumer complaint received 2026-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: Atlanticus Services Corporation
State: FL

Complaint narrative:
I am writing regarding the fraudulent activity on my account and the theft of my card. I do not understand why the fraud investigation regarding my case has been closed, and I am formally requesting that this investigation be reopened and fully reviewed. For your reference, here are the official reports related to this case : Police Report Number : [ XXXX ] FTC Identity Theft Report Number : [ XXXX ] CFPB Complaint Numbers : [ XXXX ], [ XXXX ] I am also attaching a copy of my identification for verification. Additionally, I would like to provide evidence showing that I did not use my card and that it was used by someone else. On XX/XX/XXXX, I had a scheduled medical appointment in XXXX XXXX. I have medical records confirming my visit. My appointment lasted from XXXX XXXX until approximately XXXXXXXX XXXX, as I had a full examination and preventive medical check-up scheduled that day. This makes it physically impossible for me to have been at my home address receiving the card from my mailbox, activating it, and then using it for transactions in XXXX XXXX at the same time. The distance between XXXX XXXX and XXXX XXXX makes such a scenario impossible. I am providing documentation confirming my presence at the medical facility during that time. At the time when I received the XXXX notification regarding the activation of my card, I attempted to log into my online banking account but was unable to access it due to an incorrect password. I have multiple XXXX notifications confirming repeated password reset attempts. On XX/XX/XXXX, I received an XXXX notification regarding an attempted withdrawal of {$550.00}. This transaction was declined. At that time, I was located in XXXX XXXX XXXX XXXX XXXX. I am providing a delivery record confirming that I received a shipment in the XXXX area on XX/XX/XXXX. I only became aware of the negative balance on my account on XX/XX/XXXX when my credit monitoring service, XXXX XXXX, showed that my account balance had dropped to - {$680.00}. I immediately contacted your customer service hotline and reported the fraudulent activity. Since that date, I have been contacting the bank repeatedly for approximately two months, explaining that these transactions were not authorized by me and providing supporting documentation. Unfortunately, my statements and evidence have been consistently ignored. During my attempts to resolve this issue, I have also experienced inconsistent and incorrect communication from bank representatives. Different representatives have provided conflicting explanations. Some claimed that my card was activated when I created my online banking account on the same day that the credit card application was submitted. Others stated that I personally activated the card, even though I was experiencing significant problems accessing my account and could not log in for an extended period of time. I have numerous XXXX messages confirming password changes and login issues during that period. In addition, there were suspicious transactions after the alleged activation that I did not authorize. Despite the seriousness of this matter, the bank closed the investigation within three days after I reported the fraud. I do not understand how such a complex fraud case could be closed in such a short time without conducting a proper investigation. The only explanation provided to me was that I accessed the mobile application, and therefore the bank concluded that I must have performed the transactions myself. However, this conclusion ignores the evidence I have submitted and does not appear to involve any meaningful investigation. To my knowledge, the bank did not request transaction verification from merchants such as XXXX or the gas station where the transactions allegedly occurred. No attempt appears to have been made to verify surveillance footage, merchant records, or other objective evidence. I have filed a police report and submitted multiple fraud reports to your institution. I have also filed complaints with regulatory authorities, including the Consumer Financial Protection Bureau and the Federal Trade Commission. Despite this, the case continues to be closed without a proper investigation. Most recently, I spoke with your banks fraud department again. A representative informed me that if I provided my documentation again, the case could be reopened. I submitted the requested documentation as instructed, but since then I have received no response and no update regarding the status of my case. Given these circumstances and the documentation I can provide, it is clear that I was not in possession of the card and did not authorize any of these transactions. Under the Electronic Fund Transfer Act and Regulation E, consumers are protected from unauthorized transactions. Therefore, I respectfully request that this case be formally reopened and that a full investigation be conducted in accordance with federal consumer protection regulations. If this matter is not properly resolved, I will continue pursuing the case through the Consumer Financial Protection Bureau and other appropriate regulatory authorities. Please confirm receipt of this letter and inform me what additional documentation or information you require to properly investigate this matter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation