Consumer complaint received 2023-12-05
Company: ADIR INTERNATIONAL LLC
State: AZ
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On the morning of Friday, XX/XX/XXXX I was notified by the company that I needed to make my minimum payment due on my account. This was very confusing to me as I had a XXXX balance with them because of credit protection that is offered through their company for XXXX XXXX and within the last two months, my account was to be closed and, XXXXXXXX XXXX because of my total XXXX. So I contacted the credit department at the company to have them tell me that I had multiple purchases on XX/XX/XXXX XXXX XXXX  When I inquired about those they notified me that there were five different online transactions made for a total of {$1200.00} or so. 
I then for several hours tried tried to reach out to their customer service to no avail, and have this all recorded. The customer service representatives were very rude and unwilling to help me get this resolved even though I mentioned to them multiple times, about seven times, that they were fraudulent purchases. 
I finally was able to get a hold of a sup named XXXX XXXX who helped me get some information together, and stated that he would make an escalation to the customers executive relation team with the office of the vice president. And that he would notify the fraud department that this was all fraud. 
During that phone call, the supervisor was very helpful and helping me find out some more details about the XXXX transactions that took place. I then notified him that on XX/XX/XXXX. I had received a text message from their company saying I needed to provide a XXXX notification code for the online orders. And how I called customer service and the customer service representatives told me just to ignore that that there mustve been some mixup that it was nothing to do with my account. When I checked later in the evening on XX/XX/XXXX. There were no orders on my account so I had no further concerns. I then also notified the supervisor that on XXXX XXXX I received a text message saying they were processing my order and I called his customer service again to inquire about that and I was told again by the representatives that day that I had no orders on my account. I also have attached screenshots From my account showing that there are no purchases of mine. While talking to the supervisor, he provided me the shipping information for the orders. And to much my amazement they were sent to a hotel in XXXX XXXXXXXX XXXX. A location that is seven hours away from my home. So while I was on the phone with him, I contacted that hotel, which is a XXXX XXXX XXXX XXXX, and spoke with a assistant manager, who had stated that they received multiple of the shipments that were sent and refused one of them. I relayed this information to the credit company, and even the supervisor was shocked to learn the details. He said that it was very obvious. These were not purchases on my account has even the information from the website such as email address used was not mine. 
All of these phone calls were very carefully recorded on my behalf, so that I have proof of how XXXX this company has treated me during this process. Later in the evening on XX/XX/XXXX I reached out again to customer service to get further details for the fraudulent transactions. A representative was very kind to help me and provide me with the order numbers, the tracking numbers for the orders, the items and the cost of the items as well. Even that representative was shocked that the order went through because there were many red flags to her as well, and why they shouldnt have been placed or sent. 
The orders were placed through the companies, website, and details that shouldve been red flags for the company were ignored by them. And they sent Knott one but six different packages to an address that is not remotely close to mine to a name that is not mine on the account, and to an email address and phone number. That is not even mine. 
The evening of XX/XX/XXXX at around XXXX XXXX a very rude representative by the name of XXXX contacted me from the companies fraud department. 
I stated to her all of the information as well as the police report number from me, filing a police report with my local police department, and she told me we dont care about a police report and started telling me a bunch of stuff that they want me to do which I am not required under any law to do or provide them. 
I provided them a very detailed statement, and even more information than I needed to buy tracking down where the items were sent and who possibly did the fraud. 
It is very apparent that it was somebody with this company that committed the fraud and they just want to try to cover their tracks so that they dont look like they had a date of breach which they obviously had. The hotel did confirm that somebody picked up a few of the packages on XX/XX/XXXX but did not pick up one other package. The hotel has confirmed that it was not me who picked them up and I have tried to relay this to the credit company but they absolutely refuse. 
Over the last five days, I have tried repeatedly to reach out to the fraud department with this awful company to no avail. This is on my credit report, and it is affecting me greatly. I have notified them that they will be liable civilly for any detriment that this causes, since they are refusing to help me with this. I have sent them a statement with all of the events and information and they are asking for more stuff from me, which I am not legally required to do. They just dont want to do the job themselves.

Company response to consumer: Closed with explanation