Managing an account: Checking or savings account

I am submitting this additional information regarding my dispute with Albert and requesting that the CFPB reopen or supplement my complaint because Albert has failed to properly investigate my claim and has stopped communicating with me. Albert denied my claim based on conclusions that are not supported by the evidence. Their denial relied on generalized statements rather than addressing the actual facts of my case. During the time the disputed transactions occurred, I was incarcerated and therefore could not have made those transactions myself. In addition, my phone was stolen while I was incarcerated, giving the person responsible access to information stored on my device. Since Albert issued its denial, I have obtained additional documentation supporting my claim. I submitted this new evidence to Albert and requested that they review it. Despite doing so, Albert has ignored my attempts to communicate with them. I have called multiple times over the past week, left messages, and requested a return call, but no one has responded. A financial institution should not ignore a customer after receiving new evidence relevant to a fraud investigation. Instead of conducting a meaningful review, Albert has refused to communicate and has left me without any explanation regarding whether my newly submitted documentation was even considered. I respectfully request that the CFPB require Albert to : Conduct a new, thorough investigation that considers all of the evidence I have submitted. Explain specifically what evidence they relied upon in denying my claim instead of relying on broad, unsupported conclusions. Confirm that my newly submitted documentation has been reviewed. Respond to my repeated requests for communication instead of ignoring them. Provide me with a complete explanation of how they determined that no error occurred despite the evidence I have provided. I have made every effort to cooperate, provide documentation, and resolve this matter directly with Albert. Instead, my calls have gone unanswered for more than a week, and I have been left without any meaningful response. I am asking the CFPB to intervene and ensure that Albert complies with its obligations to conduct a reasonable investigation and fairly consider the evidence I have submitted.