Consumer complaint received 2022-01-27
Company: CHARLES SCHWAB CORPORATION, THE
State: AL
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: Card was charged for something you did not purchase with the card

Complaint:
Fraud Claim On XXXX XXXX, I was part of a felony robbery in XXXX, Tennessee ( more than {$10000.00} in goods and money stolen in the state of Tennessee ), including physical items such as XXXX XXXX XXXX as well as credit and debit cards taken and used immediately for high-dollar transactions. 

On XX/XX/XXXX- the same day as the incident - I immediately informed all financial institutions and law enforcement of my situation. Law enforcement further investigated my situation, sending an officer to come interview, collect evidence elsewhere, and pursue the person or ring that committed the crime. 

On XXXX XXXX, after I explained what happened to them, Charles Schwab Bank extended provisional credit of {$3900.00} while they investigated my case. During the following three months, I did not hear from any representative of XXXX XXXX to update or inquire for any details about my case. I did not receive any inquiry from any official at XXXX XXXX asking for a police incident number, a police report, contact information of the investigating officer, a list of other stolen card transactions, or a list of physical merchandise stolen. 

On XX/XX/2022, with very little warning and still having not asked for *any* of the above information that one would normally think constitutes an investigation, Charles Schwab reversed {$3900.00} out of my account, putting the account in a negative balance, with negative consequences on my finances and no means to address the negative balance until my next payday ( XX/XX/XXXX ). They had left me two voicemails during the holidays, which I was spending with my family on international holiday, and did not receive until around the same time as the denial of my claim and reversal occurred. I left a panicked voicemail with the fraud investigator letting her know my shock and the trauma that I was reliving the incident of having been violated so terribly ( reliving this over the holidays with my family when I should have been celebrating my daughters XXXX birthday party was traumatic to say the least ). The fraud investigator sent me a document titled Merchant Documents, which supposedly stated the basis for denial. 

On XX/XX/2022, I followed up via email with the fraud investigator that had sent me the denial letter - XXXX XXXX- asked the following, Can you confirm that you investigated my fraud case but did not know there was a police incident report, did not ever see the police report, nor talk to the investigating officer, nor at any point did you or anyone investigating ask me for these reports? The fraud investigator never responded to my inquiry. 

On XX/XX/XXXX, I contacted the Banking division to let them know that a ) I would like to get the XXXX Compliant line and b ) that I would like to pursue whatever means necessary to escalate the case, as I did not feel my case had been fairly investigated or even investigated at all, as best I could tell. At that time, I provided the banking agent with the XXXX Incident Number XXXX. 
They 1 ) did not provide me the Chairmans Complaint line and 2 ) simply sent my inquiry back to the same fraud investigation department and same investigator who has proven both nonprofessional in actually investigating the case and non-responsive to my own inquiries! 

On the morning of XX/XX/XXXX, XXXX AM EST, I sent a very detailed email to the Fraud Investigator - XXXX XXXX- with the XXXX Incident Number, an attachment of the detailed police report, which includes physical items stolen and cards stolen and used for fraudulent purchases, as well as supplemental information on what time the professional thieves deactivated the highly secure XXXX  tracking features on a brand new XXXX and XXXX. I also provided the name, phone number, and email of the investigating officer, who told me he would be happy to talk to her if needed or if she had follow-up questions. 

As of the writing of this complaint, at XX/XX/XXXX XXXX XXXX  EST, XXXX XXXX, nor anyone from XXXX XXXX  has replied to me about the various documents I provided showing the charges were clearly fraudulent. 

I do not feel that my case is being taken seriously nor has an actual investigation of the fraud taken place. It has caused me great emotional pain in reliving the incident, as well as great financial injury, causing my account to go into negative balance and affecting or having the ability to affect numerous ongoing and automated payments, including health insurance for my family, schooling for my daughter, mortgage payment for my home, and several other critical items. 

So I am requesting your help in seeking justice and a favorable and fair resolution to my case. 

I greatly appreciate your help.

Company response to consumer: Closed with explanation