Branch Messenger, Inc.

On XX/XX/year>, my XXXX driver account was compromised by someone impersonating an XXXX representative. Without my authorization, an Uber Pro Card ( Branch ) was opened in my name, and my weekly earnings were redirected from my bank account to this card. The funds were immediately used for unauthorized purchases at XXXX totaling {$600.00}. I never had physical possession of the card, nor did I authorize the payout change or the transactions. I filed a dispute with Uber Pro Card ( Branch ), case number XXXX, and provided an approved police report from the XXXX XXXX Police Department ( case number XXXX ) documenting the fraud and identity theft. Despite submitting all evidence, including the police report, my claim was denied on XX/XX/year>. I was not notified by email ( letter ) and only discovered the denial by checking the Uber Pro Card app. The denial has caused significant financial hardship, as these funds represent my earned income.

I used a XXXX ATM at a local XXXX XXXX ATM # XXXX. I attempted to withdrawl {$40.00}. The ATM acted like it was trying to dispense the money. However it then went to a screen I never seen before then a reciept came out and no money came out. The reciept days it was dispensed. I tried to call allpoint and my card holder. XXXX said they cant do anything to call my bank and file a dispute. I filed a dispute and they denied it saying they dont cover ATM issues. It took them 3 days to decline it. Now at this point I dont know what to do and need help. My bank or card holder is called Branch. They are the XXXX card company.

I am filing a complaint regarding the closure of my Uber Pro Card account, which is serviced through XXXX XXXX XXXX XXXX XXXX.On or about XX/XX/XXXX or XXXXXXXX XXXX, my account was suddenly closed due to alleged suspicious activity. I was not provided with a clear or specific explanation of what activity triggered this action. The transactions in question were legitimate transfers between my own accounts. These transfers were made strictly for personal financial purposes, including paying a car payment. At no point did I engage in fraud, unauthorized transactions, or any suspicious behavior. As a result of this account closure, I have been denied access to approximately {$170.00} of my own earned money. These funds were earned through my work with Uber. I was not given prior notice of the account closure, nor was I given any opportunity to verify my identity or explain my transactions before losing access to my funds. Additionally, this situation caused immediate hardship.…

Company administers payroll for XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX has paid my wages to Branch, but Branch thus far has yet to grant access to my funds. Company has no customer support mechanism to speak of. Phone and chat support requests are handled by an ineffective AI. I'm told over and over the issue has been " escalated '', but the issue is never resolved and my attempts to contact support have been ignored.

I have been attempting to close my Uber Pro Card/Branch account for over 10 days. Despite providing all requested information, the company refuses to close the account and continues to demand unnecessary verification. I am being threatened with inactivity fees on an account I am trying to dissolve. This is an unfair and deceptive practice. I feel violated because they have asked for so much of my personal information, and yet they keep asking for more and more in order to close my account, it's immoral what they're doing, it's violating so many different things, and wasting a lot of day time ; it's absolutely terrible how they treat people trying to close their account.

I have a debit card through a bank called " Branch '' that my employer, XXXX XXXX, uses. On XX/XX/XXXX at XXXXXXXX XXXX, my card was charged {$35.00} for an XXXXXXXX XXXX delivery in XXXX XXXX, California. Note, I live in XXXX, Wisconsin. I've never been to California and don't have XXXX XXXX, which I did tell my bank. Immediately after the first charge, another XXXXXXXX XXXX charge for {$47.00} was approved, followed by another XXXXXXXX XXXX charge for {$46.00}. Within 1 minute of each other, and in the same location. Also note, this is right by Branch headquarters and when I brought up the possibility of an employee using account holder cards, they brushed it off. I received text messages from Branch when this happened, alerting me of fraud, saying they denied the charges. The charges went through. I started a claim the morning of the XXXX. All three charges went through. I was only given provisional credits for the {$35.00} charge, while my other two charges were denied.…

I am filing a complaint against XXXX XXXX XXXX XXXX ( issuer of my Uber Pro XXXX ) for failing to properly process a fully documented dispute for " Defective Merchandise '' and " Services Not Rendered '' by merchant, XXXX. XXXX leased me a structurally compromised vehicle with a severe pre-existing alignment failure. The tires catastrophically failed down to the steel belts while driving, resulting in XXXX XXXX and an XXXX XXXX. I provided XXXX XXXX 's dispute department with undeniable proof of this, including : An independent mechanic 's diagnostic receipt proving the mathematical structural failure. Photos of the shredded tires. XXXX XXXX XXXX XXXX. Timestamped text messages from XXXX explicitly admitting fault ( " I also added the tire refund '' ) but failing to actually issue it. Text evidence of economic duress where XXXX threatened my XXXX driver access to force continued payment for the defective vehicle.…

This complaint is against Branch ( XXXX XXXX ) and its issuing bank, XXXX XXXX XXXX XXXX. This is a refile of CFPB Case # XXXX, which was incorrectly routed to XXXX ( XXXXXXXX XXXX XXXX ). That institution confirmed they are not affiliated with my account, and the complaint was closed without resolution. This issue remains unresolved. I am filing a complaint regarding two ATM withdrawal transactions where funds were debited from my account but no cash was dispensed. Details : {$40.00} withdrawal on XX/XX/year> between approximately XXXX and XXXX at XXXX ( XXXX XXXX XXXX XXXX, XXXX, IN ) {$100.00} withdrawal on XX/XX/year> at XXXX at XXXX ( XXXX XXXX XXXX XXXX, XXXX, IN ) In both cases, the ATM printed a receipt stating that cash was dispensed, but no money was actually provided. I remained at the machine and waited, and no cash was ever presented.…

On XX/XX/XXXX, a transaction in the amount of {$5700.00} was debited from my checking account via XXXX through Branch bank. Additionally, my wife paid a deposit of {$1200.00} via XXXX from her XXXX XXXX checking account, for a total of {$7000.00}. These payments were made to a company called XXXX XXXX for a dog-friendly cruise advertised to sail from XXXX aboard XXXX XXXX cruise ship, with stops in XXXXXXXX XXXX XXXX XXXX XXXX XXXX. The cruise was scheduled for XX/XX/XXXX. XXXX XXXX required full payment in advance to secure XXXX of approximately XXXX spots for passengers traveling with their dogs. Several months later, we were notified by the company that there were issues involving the ship and ports, and the sailing date would be postponed to early XXXX. At that time, some customers requested and received refunds. We chose to wait based on the expectation that the cruise would still take place. In XXXX XXXX, we were informed that the cruise had been canceled.…

This email was submitted to Branch after receiving confirmation that the investigation for the unauthorized transactions had been granted in my favor and out of {$6000.00} dollars I have only received {$6.00} dollars. In addition to the claims on my account are all showing that they denied, This company owes me money and I need it now this is ridiculous! Dear Branch Disputes Team, I am writing to issue a XXXX XXXX formal legal demand for immediate reimbursement XXXX XXXX regarding unauthorized transactions on my account ( Card ending in XXXX, Case # XXXX ). Your prior determination denying my dispute is XXXX XXXX factually incorrect and legally noncompliant XXXX XXXX.…

On XX/XX/year> at XXXX, I tried to withdraw {$80.00} from my checking account associated with my XXXX account. ( As I earn money driving for XXXX, my earnings are automatically deposited by XXXX into a Branch checking account ). The ATM made noises for approximately 1 minute, never dispensed any money, and then gave me a receipt stating that I had withdrawn {$80.00}. I checked my account and confirmed that the {$80.00} was removed from my account even though I had received none of it. I immediately called the phone number on the ATM and the representative I spoke to said that their tech would find an extra {$80.00} in the ATM but that they would need me to file a dispute on the transaction with my bank and then the bank would have to reach out to them as part of their investigation in order for my money to be restored. I immediately filed a dispute on the transaction on my baking app. This had to be around XXXX.…

On XX/XX/year>, at approx. XXXXXXXX XXXX PT, I visited the XXXXXXXX XXXX in XXXX XXXX, CA, to withdraw cash from an ATM I regularly use as a fee-free location approved by the XXXX XXXX XXXX app. After a successful {$300.00} withdrawal, I attempted to withdraw another {$100.00}. The ATM made loud mechanical sounds for an extended period, failed to dispense cash, but unexpectedly printed a receipt claiming the funds were delivered at XXXXXXXX XXXX I did not request this receipt, but I preserved it as evidence. Around the same time, I took a photo of the ATM screen in 'Technical Maintenance ' mode ( XXXX PM ) and called the support number directly from the app. I requested a Russian interpreter, which was denied. Despite the barrier, I clearly stated : XXXX ATM don't give me my money and give me only receipt. I need my money. ' The agent instructed me to file a dispute via the app.…

I have been reaching out to Branch since XX/XX/XXXX and XX/XX/XXXX to gain access to my Branch Direct account. When I try to reset my password it takes me to a Branch page which is broken, therefore I keep running in loops. I have tried using a different phone and a laptop but still run into the same issue. My money was sent to. my Branch Direct account, however, I can not access it and it is urgent. I should have had access 5 days ago now. Customer service does not seem knowledgeable or know what to do. I spent 90 mins on the phone with 2 different representatives who kept trying to send me password reset links, but those links were empty/broken! I do not know what is going on or why I can not access my money or change my details, I am purposely locked out of my account and now being avoided help to reset and access my own funds!

I am submitting a complaint regarding failure to properly handle an electronic funds transfer error under Regulation E. On XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX, I used an XXXX ATM located inside XXXX XXXX XXXX and attempted to withdraw {$680.00}. The ATM failed to dispense any cash but printed a receipt stating that funds were dispensed. My account was debited for {$680.00} plus a {$7.00} fee. I immediately reported the issue and have been in contact with casino staff, including the XXXX XXXX XXXX ( XXXX ). I also contacted the ATM operator ( XXXX ), who confirmed that the dispute must be initiated by my card issuer. My debit card is issued through Branch, with XXXX XXXX XXXX XXXXXXXX as the banking partner. I have contacted Branch multiple times via email and phone requesting that a Regulation E dispute be opened. Despite this, Branch has failed to properly initiate the dispute or provide a case number.…

I am an XXXX driver. I was looking for a rider. The rider could not be located. I called the rider. A person called me back and told me they were XXXX support. The imposter stated that the rider was in a wheelchair that could not fit in my vehicle, and the ride was cancelled. The imposter told me that I was going to receive a credit in the amount of {$300.00} to my XXXX XXXX XXXX for my good driving record, etc. The imposter knew how much was in my wallet, and eventually, on XX/XX/year>, he walked me through the steps to receive the supposedly {$300.00} credit, which included entering my address but a different zip code. Immediately, my funds were transferred from my wallet and vanished. I contacted XXXX to make them aware. I contacted XXXX XXXX XXXX, and they denied my claim, stating, No error occurred, although they are aware of the scams.…

I made a withdrawal from a XXXX ATM on the XX/XX/year> for the sum of {$1000.00} with my Uber pro card managed by BRANCH and the ATM didnt dispense the cash due to a malfunction but the money was debited from my account. The ATM printed a receipt stating it clearly that We cant complete your withdrawal right now. To make sure your account is credited correctly, contact your bank. All I need to make a claim is on the receipt. I reached out to the card issuer which is the Uber pro card and they made a dispute for that transaction with XXXX and later came two weeks later and denied the claim and told me on their end stating this, which was very strange for a financial group telling its customer. We are not able to assist with ATM malfunctions or errors resulting in cash not being dispensed. We recommend that you contact the ATM manufacturer for further assistance by contacting the service department listed on the ATM.…

On XX/XX/year>, I lost my Uber Pro Card and phone at a mall. Shortly afterward, multiple unauthorized transactions were made using my card through XXXX XXXX, totaling approximately {$490.00}. The charges include : XXXX XXXX XXXX XXXX {$150.00} XXXX {$97.00} XXXX XXXX XXXX {$30.00} XXXX XXXX XXXX XXXX$26.00} XXXX {$6.00} XXXX {$24.00} XXXX XXXX XXXX {$27.00} XXXX XXXX {$92.00} XXXX {$15.00} XXXX XXXX XXXX XXXX {$17.00} XXXX {$6.00} I did not authorize any of these purchases. When I first filed disputes with the company, they denied both disputes on XX/XX/XXXX and XX/XX/year>, stating that the transactions were completed using biometric verification ( Face ID or fingerprint ) and therefore assumed I authorized them. After I filed complaints with the CFPB regarding these disputes, the company sent additional emails on XX/XX/year>, essentially repeating the same denial message for both sets of transactions.…

I am filing a complaint regarding unauthorized transfers from my Uber Pro Card ( XXXX ) account through XXXX XXXX. XXXX transactions were completed without my authorization : - XX/XX/year> : {$230.00} - XX/XX/year> : {$450.00} XXXX : {$690.00} I immediately reported these transactions, but the company denied my claim stating that I authorized them using biometric authentication. This conclusion is incorrect and unsupported. I have evidence that contradicts their findings : - At the time of both transactions, I was actively working and can provide proof of my activity. XXXX XXXX XXXX XXXXXXXX confirmed that the receiving card is NOT associated with me. - Both transactions were sent to the same receiving card ending in XXXX through XXXX XXXX. - I also have information linked to the address XXXX XXXX XXXX, XXXX, FL, which is not associated with me in any way.…

I am filing a complaint regarding my Uber Pro Card account issued through Branch. My account was locked due to alleged unauthorized activity, and my balance of approximately XXXX XXXX is being held. Despite contacting support multiple times, I have only received automated responses without any clear explanation, case number, or resolution timeline. I was told that my funds would be sent via check, but I have not received any payment or tracking information. I did not commit any fraudulent activity. Any previous miscommunication was unintentional and should not justify withholding my earned income. This delay is unreasonable, and I believe my funds are being held without proper justification. I am requesting the immediate release of my funds or confirmed payment with verifiable tracking details.

Date : XX/XX/year> Time : XXXX XXXX Place : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX I attempt to withdraw {$300.00} from my Uber Pro Card ( Branch Financial Technology Company ) and the ATM gave me a receipt, but never dispensed the cash. Yet, the above amount was deducted from my XXXX Card. I contacted Branch through the phone app and filed a dispute, which they denied almost immediately, claiming they are not responsible for ATM malfunctions. I called the ATM company, XXXX, and they asked for the transaction information : date, time and Terminal number which I gave and they said to contact my bank. I have yet to hear from XXXX. When I did contact my bank by phone they restated that they are not only not responsible for atm malfunctions but that they will not contact, or be contacted by the atm manufacturer or company who own the machine, and they will not help me with this issue.…

XXXX XXXX and XXXX ( XXXX XXXX XXXX XXXX ) > " I am disputing a charge of * * {$62.00} * * from * * XXXX * * ( Dispute ID : XXXX ) for a stay at XXXX XXXX. While I technically checked in, the room provided was a severe health hazard and uninhabitable. > > * * The Evidence : * * > 1. * * Health Hazard : * * The room was covered in visible mold, and the heater was broken. I have photos of these conditions. > 2. * * Constructive Eviction : * * Due to the mold and lack of heat, I could not breathe and was forced to flee the premises at XXXX XXXX for my own safety. > 3. * * Attempted Resolution : * * I attempted to resolve this with the front office, but it was closed and boarded up with a metal plate. I followed their 'after-hours ' instructions and left. > 4. * * Bank Error : * * XXXX XXXX XXXX XXXX XXXX XXXX ) denied my dispute, claiming 'services were rendered. ' Providing a room with mold and no heat is a failure to provide the contracted service.…

On XX/XX/year>, I rented a vehicle from a company advertising itself as Hit The Pavement Auto Rentals. The advertisement stated that the rental included valid insurance coverage and that the vehicle was ready for rideshare platforms such as XXXX and XXXX. I paid the rental fee using my Uber Pro Card issued through Branch. After renting the vehicle, I uploaded the provided registration and insurance documents to XXXX in order to drive on the platform. XXXX immediately flagged the registration and suspended my account because the documentation could not be verified. I then contacted the insurance company listed on the insurance card, XXXX XXXX XXXX. Their XXXX XXXX confirmed in writing that the policy number listed on the insurance card does not exist and that XXXX has no record of any policy issued in my name or for the vehicle VIN provided. The insurer stated that I was sold a non-existent policy using false documentation.…

Sunday XX/XX/year> i received withdrawal alerts from my Uber Pro Card App. I immediately called customer service to dispute charges, while on hold my card was charged again. After minutes of waiting I was advised to file a dispute on the app. First Transaction {$360.00} Second Transaction {$8.00} Sunday morning I went for a run and stayed home the entire day so it would be impossible for me to make those transactions at a sketchy exon gas station. Along with me never withdrawing money from the card. Monday I reached out several times and was giving a credit for the second transaction. But was advised I would have to wait between 10-90 days for them to investigate the claim. Tuesday I called several times and was advised to respond to Case Confirmation Email. Shortly after responding to the email expressing my concerns I immediately received a response denying my claim. Email stated that the charge was authorized and they had no evidence for comprised pin.…

I have a checking account with XXXX XXXX XXXX XXXX through the XXXX XXXX card. I was getting my paycheck direct deposited to this account every other week. So I got paid on XX/XX/year>. On the morning of XX/XX/year>, I was at work. I checked my bank account and noticed a pending charge from XXXX XXXX for {$180.00}. I knew right away that it was a fraudulent and unauthorized transaction. How could I have done this transaction when at the time it occurred, I was working. In XXXX mind you and the charge came from a XXXX XXXX store that was a XXXX XXXX XXXX from where I was. I locked my debit card right away. A little over an hour later, there was another pending charge from a different XXXX XXXX store for {$280.00}. How could this have happened again? Especially when I locked my debit card right away. So I disputed the charges right away on XX/XX/year>. I also filed a police report in which I provided to them.…

On XX/XX/year>, I was the victim of a social engineering and impersonation scam involving an individual falsely representing themselves as Uber Support. As a result of the deception, I transferred {$490.00} from my Uber Pro Card account to an external card and incurred a {$10.00} transfer fee, totaling {$500.00}. I reported the fraud to Branch on XX/XX/year>. A dispute was opened. On XX/XX/year>, Branch denied my dispute, stating the transfer was authorized because it was completed using biometric authentication within the app. My account was opened in my personal name only. I do not operate an LLC or corporation. I am a sole proprietor, and the account holds my personal earnings. Despite this, Branch and its partner bank, XXXXXXXX XXXX XXXX XXXX, have classified the account as a business account and denied applicability of Regulation E ( 12 CFR 1005.3 ( a ) ). The denial relied solely on the fact that biometric authentication was used.…

Dear CFPB Representatives, Thank you for your assistance regarding the return of funds that I did not receive during an ATM withdrawal. On XX/XX/year>, at XXXXXXXX XXXX, I went to the XXXX store located at XXXX XXXX XXXX, XXXX XXXX NY XXXX, and used the ATM to withdraw {$300.00}. Unfortunately, the ATM did not dispense the cash, although the amount was deducted from my account. After the incident, I contacted the operators responsible for managing this ATM, and they advised me to reach out to the card operator, Uber, and request that a claim and dispute be opened. I contacted Uber and submitted a claim to resolve the issue. However, I later received a denial stating that Uber is not responsible for ATM-related matters. We also called again using the phone number listed on the receipt and spoke with the operator and the managing company, XXXX.…

I just signed up for and activated the new " XXXX XXXX XXXX XXXX, powered by " Branch ''. The card has been used for less than a month, and there has been two separate fraudulent actions taken on this account by the same employee representative on XX/XX/year> ; additionally, the notifications that an incorrect pin was entered was intentionally blocked on XX/XX/year>. I have funds available, and am being fraudulently blocked from accessing my money. This company just illegally committed wire fraud on my new checking account that's linked to a current employer, to where I have also experienced the same fraudulent account issues with receiving my funds. I can prove already that wire fraud has been committed on BOTH of my accounts that are linked to this employer.…

This complaint concerns XXXX unauthorized transactions on an Uber Pro Card ending in the same last XXXX digits : {$360.00} on XX/XX/2025 {$1000.00} on a later date The {$360.00} transaction was initially denied as a dispute because the company claimed it was reported outside the XXXX-day window. However, a replacement card was issued on XX/XX/2025 due to prior security concerns, and the dispute was filed immediately after receiving the new card. This demonstrates that I acted promptly once the compromised card was replaced. I requested full documentation for both transactions, including : Authentication method used to approve the transactions Payout destination details Proof of express authorization Information about the card/account issued, including how the {$360.00} transaction occurred before the replacement card and how the {$1000.00} transaction was allowed to post afterward Confirmation that both transactions are being fully investigated by the XXXX department Steps taken to…

On XX/XX/year>, I was targeted by a sophisticated XXXX XXXX XXXX '' scam by an individual impersonating Uber Support. The scammer used a fraudulent " driver identity verification '' excuse to induce me into transferring {$300.00} from my Uber Pro Card. Later I have identified that the funds were stolen via an unauthorized " Disburse fund from wallet to external card ''. A fraudulent external card was added to my account to drain the $ $ XXXX failed to flag this suspicious linking of a new external card and the immediate disbursement of all funds I realized the fraud and reported it to XXXX immediately and XXXX asked me to contact the XXXX. I called XXXX and branch failed to freeze the stolen funds. When I called XXXX on XX/XX/XXXX to discuss the fraudulent transfer, the representative told me to report to XXXX. Then I requested to speak with a supervisor, the representative said the supervisor will tell me the same thing. Then he was hostile and hung up on me.…

I am an XXXX XXXX XXXXXXXX. I am filing this complaint regarding an unauthorized electronic fund transfer that occurred after my card was canceled, and the failure of the card program XXXX to prevent or promptly resolve it. A charge of {$130.00} from XXXX posted on Friday, XX/XX/XXXX, with both the transaction date and post date listed as XX/XX/XXXX. This charge was processed using my old card number ending in XXXX, even though that card had been canceled on XX/XX/XXXX due to a prior dispute involving the same merchant. I have not rented from XXXX since XX/XX/XXXX. At the time of this charge, there was no active rental, no open contract, and no authorization permitting this debit. I did not provide new payment credentials, did not reauthorize the merchant, and received no notice, invoice, or explanation for the charge. Despite the card cancellation, the transaction was still allowed to post, indicating the improper use of stored or updated payment credentials.…