Credit card or prepaid card -- Getting a credit card -- Complaint #5636119

Complaint Overview

Complaint ID: 5636119

Company: Oportun Financial Corporation

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Getting a credit card

Sub-Issue: Card opened as result of identity theft or fraud

State: Georgia

ZIP Code: XXXXX

Date Received: 2022-06-05T12:00:00-05:00

Date Sent to Company: 2022-06-05T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX my identity was compromised and I called all the companies that had a hard pull application out on my name and froze all 3 of my credit reports. On XX/XX/XXXX I noticed a soft pull from Oportun. I gave them a call to let them know that my identity had been compromised and to confirm that no applications in my name were made. They informed me that they could not locate an application in my name but would escalate to their high risk team and took all my information. I never heard back from them. On XX/XX/XXXX I received a notification from XX/XX/XXXX that Oportun requested a hard credit pull but it was blocked due to the credit freeze I had on my account and they were unable to get access. I didn't think much of it since the hard pull did not go through and I had informed them of potential fraud attempt in my name on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Oportun in the mail that they processed a request to change my address on my account that I never opened and only way I knew an account was opened was based on that letter. I called the company and eventually spoke with a supervisor. The supervisor stated that they would have been unable to flag any fraud under my name until an account is actually opened. If a consumer calls you to inform you of identity theft and you do nothing to prevent fraud being done through your company that is not safe for any consumer. The supervisor also confirmed that they opened an account in my name on XX/XX/XXXX. I requested that they close the account and she did and she also sent my information to the fraud team as there is no one on that team to speak with over the phone. How does a financial organization not have a fraud specialist that you can talk to on the phone? The fact that they opened an account in my name when my credit is frozen or based solely on a soft pull is unacceptable. They need to close the account permanently and I should not be liable for any charges the person who made the fraudulent account made while the account was open. I called back on XX/XX/XXXX and the supervisor I spoke to them confirmed that the person had made {$11.00} worth of charges but would not provide me the full card number. What kind of company does not have a fraud team that you can speak to? What kind of company when you inform them that your identity has been compromised 4 days before an account is opened allows an account to be opened? Their customer service team and system is not equipped to protect victims of identity theft from having an account open in their name. The fraudster tried to open 5 accounts in my name and the only one where they were successful was Oportun due to their lack of controls and fraud prevention.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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