Consumer complaint received 2021-05-16
Company: OPORTUN FINANCIAL CORPORATION
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
XXXX XXXX - I received a notification of a hard inquiry on my credit report. I logged in to XXXX XXXX and saw that XXXX  XXXX and OPORTUNXXXX inquired into my credit report. I called both financial institutions to report that the credit card in my name was opened fraudulently and requested them to cancel the cards. That same day I set up a fraud alert with XXXX and XXXX. 
XXXX - My call reference number documenting my call with OPORTUNXXXX ( customer service XXXX ) assuring me that the card was cancelled and an investigation would be launched and I will be contacted with the report of the investigation. 

XX/XX/2021 - I received another notification through XXXX XXXX that a withdrawal of {$390.00} was made with the OPORTUNXXXX credit card. Apparently, the card wasn't cancelled. I called that same day and the agent said she'll escalate the situation to her supervisor and I will be contacted. I never got contacted. 

XX/XX/2021 - I filed a dispute with Transunion for {$390.00}. Investigation results came back that the disputed item was verified as accurate. 

XX/XX/XXXX, XXXX I called back to follow up on the issue and initially the agent said she had no record of my call. The earliest record was a call they received on XX/XX/XXXX requesting to activate the card and they did activate the card. After I provided the agent with the reference number from my first call, she stated that she found my complaint and it's still being worked on. I will be contacted. I requested a reference number but she wouldn't provide any. 

XX/XX/2021 - I called OPORTUNXXXX to follow up and the agent initially said she doesn't have any record of my case. I then provided the reference number from my first call before she stated that she'll be escalating the case to her supervisor. I requested a call reference number, the agent won't provide any. I insisted in speaking with the supervisor, the agent placed me on hold in order to transfer me. I waited almost 30minutes, the agent hung up on me without transferring or calling me back. 

XXXX XXXX - I called the OPORTUNXXXX customer service. The agent verified my first call reporting the fraudulent credit card and my request to cancel it. The agent however stated that there was no documentation to indicate that the issue had earlier been escalated to the investigation department as such the agent promised to escalate the complaint while I was on the phone and that they will get back to me. I have heard that so many times and they failed to do nothing. Call reference No. XXXX I have my medical bill loans that I am still paying for, I have never defaulted in my payments. I do not want to be responsible for any more loans especially those I did not request or use, likewise I do not want this to negatively impact my credit record. I am seeking your help in resolving this matter because I called OPORTUNXXXX customer service same day they submitted the hard inquiry and requested them to close the fraudulent account but they failed to do so allowing the fraudster to call them after my call, and activate the card and make withdrawals. I have called several times after noticing the withdrawal yet they had done nothing to resolve this. I do not want to be responsible for their incompetence and nonchalance. This whole issue has caused me a lot of time and painful moments that I alone can imagine. I will greatly appreciate your help. 
Thank you.

Company response to consumer: Closed with explanation