Consumer complaint received 2026-06-01 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: NEW YORK COMMUNITY BANCORP INC
State: CA

Complaint narrative:
Subject : FORMAL ESCALATION REQUEST : Willful Regulation E Non-Compliance and Systemic Verification Failure by XXXX XXXX XXXX XXXX XXXX ( XXXX ) Dispute number : XXXX I. REASON FOR THIS THIRD FILING & REQUEST FOR LEADERSHIP ESCALATION I am filing this third formal complaint against FXXXX XXXX XXXXXXXX, and its program manager XXXX XXXX ( XXXX ), to request an immediate escalation to a senior CFPB leadership team. The vendors recent response dated XX/XX/XXXX ( Case # XXXX ), demonstrates a fundamental, systemic failure to conduct a good-faith investigation under Federal Regulation E ( 12 CFR 1005.11 ). The bank is willfully ignoring definitive, objective consumer evidence in order to clear themselves of liability for a {$3300.00} benefit theft. II. THE TECHNICAL " SMOKING XXXX '' PROVIDED BY THE BANK In their latest response, XXXX XXXX attached two files : Card Activation Record ( 002 ) ( 1 ) .png and XXXX XXXX Phone Search ( 002 ) ( 1 ) .png. They assert that because an inbound call registered on their automated system with my phone number on XX/XX/XXXX at XXXX XXXX, the card was received at my address and " there is no evidence found that the phone number was spoofed. '' This conclusion is a mathematical and technical impossibility. As a technical professional, I have provided XXXX XXXX and the CFPB with my certified, official outbound mobile carrier records ( XXXX XXXX ) for the exact window of XX/XX/XXXX. These carrier logs prove with absolute certainty that zero outbound calls were placed from my actual device or account to the XXXX XXXX activation line. XXXX XXXX internal log only proves that an inbound packet carrying my Caller ID arrived at their server. It is a well-documented vulnerability that web-based spoofing tools allow unauthorized third parties to manually inject any phone number into a SIP signaling header. By blindly accepting an inbound text string as ironclad proof of identitywhile completely disregarding a consumers binding, unalterable wireless carrier recordsXXXX XXXXXXXX is actively enabling identity theft and exposing state benefit accounts to systemic fraud. III. TOTAL BREAKDOWN OF CONSUMER SAFETY NETS I never received, possessed, or activated the debit card ending in XXXX. An unauthorized actor intercepted my government Paid Family Leave ( PFL ) funds via mail theft and drained the entire {$3300.00} balance down to {$0.00} within a 7-day window. Furthermore, the bank completely failed its baseline operational duties : Zero Notifications : Despite a rapid, anomalous drain of nearly {$3400.00} across distant California regions ( XXXX XXXX, XXXX, and XXXX XXXX ), I received no text alerts and no email notifications. Geographic Impossibility : I have provided my corporate employer badge logs and XXXX Location history proving I was physically clocked into my office in XXXX XXXX and local to XXXX, CA, during the exact windows these ATM withdrawals were executed hours away. IV. MANDATORY LEGAL VIOLATIONS Failure to Conduct a Reasonable Investigation : Under 12 CFR 1005.11, a financial institution can not maintain a denial when the consumer provides clear, verifiable evidence of non-authorization. Dismissing certified carrier logs simply because their automated IVR system was successfully spoofed violates the core tenets of Regulation E. Withholding Evidence : XXXX XXXX has continuously ignored my legal rights to access the complete routing metadata and audit trails of the fraud events, forcing me to rely on the brief screenshots uploaded to this portal. V. REMEDY SOUGHT I have fully cooperated with all relevant authorities, resulting in open cases with the FTC ( # XXXX ), USPS Mail Theft Division ( # XXXX ), and an official XXXX Department of Public Safety Incident Report ( # XXXX ). Because XXXX XXXX compliance agents are simply repeating automated scripts to protect their bottom line, I request that a CFPB Senior Investigator actively step in, review the glaring conflict between their inbound log and my carrier 's outbound log, and compel XXXX XXXX to immediately reverse this bad-faith denial and credit my {$3300.00} back in full.

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