Formal Complaint: Unauthorized Transactions and Failure to Protect Account

I am writing to lodge a formal complaint regarding ongoing unauthorized transactions on my account and the lack of adequate assistance I have received from your bank.

Shortly after opening my account last year, I received a suspicious call from an individual attempting to change my contact details on the banking app. I became aware that the caller was using a personal mobile number and, upon questioning them, the call was abruptly terminated. I immediately contacted your ***** department and reported the incident.

Despite this, I have continued to experience *****ulent activity on my account. This year, I have noticed recurring unauthorized deductions of approximately $249 per month, which I have had to reverse repeatedly. I do not recognize or authorize these transactions.

Approximately one month ago, I discovered a debit order mandate on my account that I did not approve. I promptly contacted the bank and was informed that it had been suspended. However, to my shock, an amount of $4,713 was still debited from my account, placing me under significant financial strain.

Furthermore, on 6 April, an additional unauthorized debit of over $500 was attempted. Due to insufficient funds, this resulted in bank charges of $130 being app**** to my account. These charges are unfair, as they relate to transactions I neither authorized nor have any knowledge of.

When I contacted the bank for assistance, I was informed that I would need to pay a fee for the bank to investigate these *****ulent transactions. I find this unacceptable, as I have entrusted the bank with safeguarding my funds. Additionally, I requested that my account be secured, suspended, or replaced with a new account number. I was advised that I must visit a branch in person to resolve this matter. Unfortunately, due to my work commitments, I am unable to do so without taking leave.

At present, my account remains vulnerable, especially with my payday approaching, and I have received no meaningful assistance in preventing further unauthorized debits. I am also unable to close the account due to a negative balance caused by bank charges linked to these *****ulent activities.

I therefore request the following urgent actions:

Immediate suspension or securing of my account to prevent further unauthorized transactionsA full refund of all unauthorized debits and related bank chargesA thorough investigation into the *****ulent activity without any cost to meProvision of a new, secure account or alternative solution that does not require branch attendanceWritten confirmation of the steps taken to resolve this matter

If this matter is not resolved urgently, I will have no choice but to escalate my complaint to the relevant regulatory authorities.

I trust that this matter will be treated with the seriousness and urgency it deserves