Consumer complaint received 2022-11-15
Company: Self Financial Inc.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
I have been trying to dispute suspicious activity and unauthorized transactions on my Self Credit Card. I put money on this card with my money and it was supposed to be used to build my credit. I had just received a credit card and it was charged for multiple transactions I was not aware of. I called and disputed immediately also by email. The card was used XX/XX/XXXX and I did not use the card at all that day. 

My card was still trying to be charged even after I blocked it after XX/XX/XXXX by whoever had unauthorized access. Im not sure if its a way to track my location on that day from my phone and the day it was used or location to prove my identity but I am wrongfully being charged. 

I spoke to someone verbally and they only disputed the XXXX transactions from XXXX XXXX ( {$21.00} ) AND XXXX ( {$31.00} ) but I also did not authorize XXXX ( {$1.00} ) and XXXX XXXX ( {$1.00} ) and ( {$1.00} ) so it was a total of XXXX transactions in my account statement on XX/XX/XXXX unauthorized. Since this XXXX charges were so small at {$1.00}, I didnt emphasize it since I thought they were taking care of the main issue but in the recorded phone call I stated I did not use my card at all that day and those were the ones they disputed. 

The disputed charges went back on my card so I thought the dispute was taken care of. I used my card at this point after receiving a new one and had another fraudulent charge after from XXXX XXXX ( {$31.00} ) on XX/XX/XXXX. So I blocked it again and told the company to withhold my credit card at this point until I update my mailing address as I am not at the same residence anymore. 

The company added back the money that was disputed that I thought was taken care of after over 10 days on XX/XX/XXXX. When I seen this in the app. Customer service could not even locate the charges I was referring too initially then another representative the next day XX/XX/XXXX, told me that they concluded it was no error thats why it was added back. 

My card was also charged after blocking it and this information was given through the fraud alerts by email both times as well as a customer service representative. I expressed to them that I am a victim of fraud as I did not authorize the transactions listed and I wanted to pay some money towards my credit balance but I can not do so until this is resolved and I am shown the correct balance. 

The suspicious activity was shown by then where the card was being charged over {$200.00} and {$100.00} dollars initially and even after being blocked it was still being attempted to be used. The second time my card was still being attempted to be used when I blocked the new one XX/XX/XXXX after that date. That is XXXX of the ways that shows activity unauthorized. Furthermore, the charges are over my credit card limit of {$100.00} so I surely would not do that either. 

Lastly, I would not have used my new card at all had I known it was going to be concluded that there was no error. Since I used the card and then another false charge had to be disputed. Now, my credit card utilization is at 109 % and thats only because they gave me credit for the second dispute currently or itd be 140 % if they deem all the unauthorized charges as no error. 

My passwords and other information has been updated and Im working on preventing this from happening ever again. I was in the process of moving from where I was, as well, so I will have a new mailing address. Although, as a victim of fraud I am trying to get help from other resources at this point since the credit company that essentially is a prepaid credit card until I get an increased limit thinks there is no error. 

I asked the supervisor about what will be done differently the second time since they did not believe me the first time and to combine both disputes since the dates are so close together and maybe that could also prove the unauthorized activity. She stated she notated what I was saying and told me the I had valid reasons and notated the suspicious activity made. I was told it takes up to XXXX businesses to re-dispute, it took about 4 days for them to conclude the same thing. 

I need help disputing this as I could help prove it was not me, give the chance or help to show further my locations from an IP address or whatever can be done but I didnt have much to work with who the representatives spoken to and their knowledge of the process. I was given little information and just told to wait for results. 

I do not wish to use this company in the future at least for credit cards that will not do thorough investigation, that they claim to do, because they would see I did not authorize nor benefit from the transactions made per company statement.

Company response to consumer: Closed with explanation