Consumer complaint received 2023-04-19
Company: Payfare International Inc.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I noticed an unauthorized charge from XXXX pending on my XXXX account in the amount of {$250.00} on XX/XX/2023. I have never used the card or account on XXXX, so this was a red flag. I initially called XXXX, who advised since the card was not ever in my account, they could not assist and advised me to call my bank. There was also a pending charge from XXXX in the amount of {$72.00} that I was able to resolve after multiple calls with them after I had contacted Payfare, so that amount, while mentioned in notes, is not relevant to this complaint. 

I called Payfare support at XXXX on XX/XX/2023 and spoke with XXXX XXXX XXXX got my information and what happened, then transferred me to XXXX. XXXX again got my information and what happened, advised me he was escalating me to a specialist and transferred me to XXXX. XXXX again got my information and what happened, cancelled my XXXX card and issued me another ( she did not advise me that there was a {$10.00} charge for this, I discovered that after the charge showed up on my account ), and sent me an email with a form to fill out. That email was received on my end at XXXX on XX/XX/2023. I replied to that email with the requested information and completed form at XXXX on XX/XX/2023. That ticket number is XXXX. 

XXXX did advise me on the call that it would be a minimum of 60 days before I received a response, so I waited to hear back. When XXXX days had passed and I had received no response, I reached out to Payfare support at XXXX on XX/XX/2023 and spoke with XXXX. I provided XXXX with my information and what had happened and she transferred me to XXXX at XXXX. XXXX again took my information and what had happened, asked that I send her a screenshot of the email I had replied to that showed the date, and sent me a support email that I could reply to. I replied to that email while still on the phone with her with the requested information. ( Reference number XXXX. ) She stated she received that email and would be transferring me to someone that could assist me. XXXX then transferred me to XXXX at XXXX, who again asked for my information and what happened. I provided that to him and he then transferred me to a specialist named XXXX at XXXX. XXXX advised me that I had not responded to the initial email within 10 days and my case was closed. When I advised him that I did reply, and that I did so on the same day and within an hour and a half, he kept cutting me off and talking louder. When I asked to speak to a supervisor, because I understand support is tiered and he may not be able to do anything further, but someone else could, he advised me that a supervisor was unavailable and even if they were available they would not do anything differently and hung up on me as I was actively speaking. I called back at XXXX and spoke to XXXX XXXX who stated that she would be escalating me to a supervisor and that I would receive contact with in XXXX days. The reference number she provided for the call is XXXX. She also sent me an email requesting additional information. I provided that to her and received a confirmation email from XXXX that it had been received. 

I then received an email on XX/XX/2023 from XXXX about resetting my password, to which I replied on XX/XX/2023 that wasnt what I needed help with. I then received a reply on XX/XX/2023 from XXXX detailing how to add bank information to my XXXX account. I replied on XX/XX/2023 that wasnt what I needed help with. I received a reply from XXXX on XX/XX/2023 that there was no coverage because I had not replied to the email from the specialist within 10 days. I replied on XX/XX/2023 and again provided a screenshot that verified I had replied the same day that I received the email from the specialist XXXX. I then received an email from XXXX on XX/XX/2023 that stated that he pulled the report that I submitted and that I was right, I did report on time and that I would be hearing from the support team within 1-2 business days. I missed that call yesterday because I was in surgery. 

Once I was home and settled, I called Payfare support back at XXXX yesterday ( XX/XX/2023 ) and spoke to XXXX who got my information and what happened then sent me a support email asking for a screenshot of the transaction on my account and the email I had sent. That email did not have a reference number included. I replied immediately and she stated she received the reply, then transferred me to XXXX at XXXX. After an extensive time on the phone with him and being put on hold for him to consult with a team member, he advised me to reply back to the original email for follow up because he could not assist me. 

After the call was over, I immediately replied to the original email from XXXX and received an automated response that the email address was not being monitored and would not be read. I then emailed and received a reply from XXXX that it would be forwarded to the team again. 

I received a phone call today ( XX/XX/2023 ) at XXXX from XXXX XXXX She asked for my info and as I was giving that to her, the call dropped. I called back immediately and spoke with Precious. She advised that I did not reply to the initial email from the specialist and my case was closed because of it. When I advised her that not only had I emailed proof multiple times that I did reply in time and would be happy to send in the proof to her that I had sent in two other times, which I was only able to say because I had to interrupt her because she kept repeating that I didnt reply in time and unfortunately she couldnt help me because of that, she then told me that I had sent the form to the wrong email address. When I told her that I had replied directly to the email I had received as advised in the email, she again began to say that I had not replied in time. When I asked to speak to a supervisor, because again, I understand tiered support and its limitations meant she might not be able to help me but someone else definitely could, that I wasnt angry at her but that I had done everything I was supposed to do and on time and it wasnt right that I was being told that I didnt, she again advised me that no supervisor was available to assist me, and that they would tell me the same thing, stated she was ending the call, and hung up on me. 

Precious then emailed me that I was not able to be assisted because the form was not completed in time. I sent screenshots in a reply that show that it was sent in time. 


I have done my part, and did it in under two hours after receiving the email from the specialist XXXX. I have provided proof of that numerous times. I just want Payfare to honor their Zero Liability Coverage and reimburse the {$250.00} that was fraudulently charged to my account. I have attached copies of the form as well as screenshots of emails I received from support staff when calling using the Call Support button in the XXXX XXXX app.

Company response to consumer: Closed with explanation