Consumer complaint received 2023-05-15
Company: Payfare International Inc.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 I received a XXXX XXXX  notification so I opened it up and noticed there were " SIX '' " UNAUTHORIZED TRANSACTIONS '' from XXXX in the amount of {$25.00} " EACH '' totaling the grand total taken away from my card was {$150.00}. When I saw these six " UNAUTHORIZED TRANSACTIONS '' I contacted XXXX XXXX and they told me that I needed to contact XXXX. I called the XXXX number that was located beside the transaction in my transaction history from my XXXX XXXX card. XXXX stated to me that I would need to contact the " BANK '' which is " XXXX XXXX. '' I contacted XXXX XXXX and they sent me an email on XX/XX/2023, at XXXX XXXX asking me to provide the last 4 digits of my XXXX XXXX  card, along with my zip code, bank name tied to my current payout method, date of birth, and the last date that I XXXX XXXX. I provided all the information that they requested along with sending them a screenshot of the " SIX UNAUTHORIZED TRANSACTIONS '' I provided them with this information on XX/XX/2023 @ XXXX XXXX. I called back the next day in regards to these " SIX UNAUTHORIZED TRANSACTIONS '' and they stated to me that there was no one available from " XXXX XXXX '' which I found to be very strange because how is it impossible to speak with " THE BANK THAT PAYS YOU AND THE BANK THAT WE ARE TRUSTING WITH OUR FUNDS? '' XXXX XXXX responded back with an email on XX/XX/2023 @ XXXX stating " Thanks for reaching out about my unauthorized transactions they understand the importance of resolving my concern, and they have escalated my case to the XXXX escalation team. They stated that the XXXX XXXX escalation team will need to verify my account to proceed. So I " AGAIN '' had to provide them my date of birth, the last 4-digits of my driver 's license, my banking institution, the last 4 digits of my XXXX XXXX  card, and my last XXXX date. I provided them these details in an email sent to them on XX/XX/2023 at @ XXXX. On XX/XX/2023 @ XXXX XXXX, I received another email from XXXX XXXX support thanking me for reaching out and this was " XXXX '' from XXXX XXXX support. She provided a code in her email stating in order to move forward with any necessary account changes please provide the code below to a XXXX support representative or respond to that email. I responded back to " XXXX '' email on XX/XX/2023 @ XXXX XXXX. After responding back to " XXXX '' email I didn't hear anything for a couple of days. I contacted XXXX XXXX on XX/XX/2023 in regards to these " SIX '' UNAUTHORIZED TRANSACTIONS several representatives acted like they were transferring me to XXXX XXXX representative but every time they came back on the line stating that there wasn't a XXXX XXXX representative available that I should be receiving an email. I decided to call XXXX XXXX back one more time in regards to these " SIX UNAUTHORIZED TRANSACTIONS '' The man came out his mouth and said to me haven't you already called in several times today in regards to this incident. I stated to him it doesn't matter how many times I have called in I have yet received assistance regarding these six unauthorized charges totaling {$150.00} and I WANT MY MONEY BACK CAUSE I DID NOT AUTHORIZE THESE CHARGES. I explained to them that I let " THE FIRST '' incident slide that occurred on XX/XX/2023 for an unauthorized charge in the amount of {$32.00}, I stated to them that I was NOT going to let this {$150.00} slide at all. On XX/XX/2023 @ XXXX XXXX  I received an email from " XXXX '' at XXXX support in her email she sent she stated " There is a high volume of cases at the moment which has caused a delay on the time taken to follow up on my request. She stated that she would give me a call. I never received a call. When I arrived back from my cruise on XX/XX/2023 I called XXXX support and explained the " SIX UNAUTHORIZED TRANSACTIONS TO THEM AGAIN '' They stated they were going to transfer me to XXXX XXXX  I was transferred to a XXXX XXXX  representative for the " FIRST TIME '' ever since these unauthorized transactions had taken place on XX/XX/2023. The representative was very rude basically telling me that I did authorize this transaction and she was removing my case from their system and she hung up on me. I called back into XXXX support the representative attempted to transfer me to a XXXX XXXX representative then came back on the line stating that there was not a XXXX XXXX representative available considering one had just hung up on me five minutes prior. I explained to the representative that XXXX XXXX CAN NOT be a real bank because there is no way a bank would communicate with their customer who is telling them these charges are fraudulent through email and NOTHING gets done! I work too hard as a XXXX XXXX to just let my money be taken away. I trusted XXXXXXXX XXXX with my earnings and now I DONT TRUST THEM AT ALL!

Company response to consumer: Closed with explanation