Product: Prepaid card

My identity was stolen from my account through XXXX. I'm assuming that's how these charges started. I noticed a couple of charges in I think XX/XX/2023. I called to file a dispute. I gave them all the info and was told a claim was started. 

Shortly after this my parents were in a car wreck. I spent the next few months until late XX/XX/XXXX helping my parents recover. I finally was able to return to my normal life mid XX/XX/XXXX and started going through all my normal things. 

I noticed that there were many charges on my account that I did not make. They were all online purchases for different places. But some were weekly and some monthly. But all were different amounts and small amounts almost unnoticeable amounts. Some were XXXX weekly, some were XXXX monthly, XXXX, month etc. 

Almost not noticeable purchases. I immediately called to file a report to this company. Mind you I was forced to use this company via XXXX benefits. I did not sign up for this card. It's a terrible decision for them to make for me. I can't ever get in touch with this company without spending an average of 30 min hold times. I can't put my own money into this account and their website is terrible to use. It almost gives no information about this account. I can't look up each transaction and it's hard to read. It was only recent the updated this. But not before. 

When filing the claim, the person I was speaking to was the one who said. Beings the claim for whatever reason was never investigated the first call I made in XX/XX/2023. That he was going to go back to the first charge in XX/XX/2023. We came up with an amount over XXXX this was all charges combined. Not all the charges that we found on the account was started in XX/XX/XXXX. But the first charge that wasn't mine was in XX/XX/XXXX. I was sent paperwork, I promptly returned. I also sent all the paperwork via email as well. I called every 3 weeks to verify they are working on it. Also to make sure there wasn't anything I could do to help. 


Because of this reason they said I was over 120 days from the original date. But not all the Purchases was over the 120 days only some were. So I was told they denied my claim because the time was over 120 days. Well I then asked what about all the other charges that were not 120 old. I was told it doesn't matter they count for being over 120 days old because it was part of this claim. I asked to speak to someone else and the lady told me no and hung up on me. 

I understand that I'm sure I could have been saved the money that was stolen from me. If they would have finished the first claim in XX/XX/XXXX. But it was not. I'm sure my account is noted that I called in then. I may have the month I called first wrong. But I know for a fact that that it was not long and definitely before 120 days the first time I called. 

Nonetheless, I am being told that I have no choices in the matter because my time frame was over..does n't it specifically state in the terms that as soon as I notice to call and make a claim. Well I did, they did nothing. Then I had an emergency family illness. Then months later I notice more charges. 


If I didn't see these small charges until months later, how does the 120 day max. Criteria be for me in a position of not knowing. Plus I didn't have paperless statements checked until recent. I don't receive monthly statements to see fraudulent charges every month. I can't log In to the site if I'm preoccupied with my family. Why did I not receive paper statements. 

I would appreciate this company take care of this problem. It is in fact a case of stolen identity. I did what I was told. I am low income and have to deal with money stolen I can't afford. I wasn't even able to appeal because the lady was far from a good customer service representative. Also I had to call them to find out the status unlike their terms say I have to be contacted within a certain amount of days of their investigation. Well I wasn't. How is it fair they just ignore the terms when it comes to their actions? 

I was 100 % honest then and now and I want my money back that was stolen from me in a way I had zero control of.