I am writing to file an official complaint regarding unauthorized transactions made on my account without my knowledge or consent. Although I am the account holder, substantial amounts were withdrawn without any action on my part. These transactions occurred during the night, yet no security alerts, SMS notifications, or verification steps were triggered. Your failure to detect and halt such suspicious activities represents a serious breach of duty and casts doubt on your institution’s commitment to client protection. It is unacceptable that unauthorized withdrawals were processed in under a minute, while it took over 24 hours for them to appear in my transaction history—delaying my ability to dispute them. This undermines transparency and customer trust. The transactions were conducted via Steam Games, a platform frequently associated with online fraud. Despite widespread complaints, your systems continue to permit transactions through this site. This suggests a lack of due diligence in protecting customers. Even more concerning is that your dispute resolution process is said to take up to 61 days, leaving my funds inaccessible for an extended period. Such delays are unjustified, particularly when fraudulent activity occurs in seconds. This gives the impression that banks may be using disputed funds during the review period, which would raise ethical and legal concerns. Therefore, I request the following actions without delay: 1. A full investigation into how these transactions occurred without my approval. 2. Immediate refund of all withdrawn amounts, including interest calculated at current Central Bank rates. 3. A written explanation of your security measures and why they failed. 4. Clarification on whether Steam Games has been flagged or blocked after similar incidents. Should this issue not be resolved promptly and fairly, I reserve the right to escalate it to the Banking Regulation and Supervision Agency and take legal action through the consumer courts.
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