Consumer complaint received 2023-11-12
Company: Albert Corporation
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the morning of XX/XX/XXXX I received an email, which I now know was fraud from " XXXX '' stating that I requested my email to be changed and if this was not me to click the link for security. I mistakenly clicked the link and entered my password. This is the password I use for all my accounts and logins. My Albert debit card was linked to my XXXX account. Giving the hackers the information that I used Albert for banking and they accessed my account, made a fraudulent charge for every dollar I had in the account {$450.00} and changed that password. When I realized ( pretty immediately ) what occurred I contacted Albert right away. I told them that this was fraud and my account was compromised. It took almost 3 hours for Albert representatives ( via text because they dont allow phone calls ) to help me secure my account. As I was changing my password the hacker also kept changing it at the same time. Albert was able to finally block the other device from accessing and we changed to a whole new email address too. So finally secured my account. However they could not stop the {$450.00} charge even though it was pending. I asked them to decline it and not pay it. They said I had to wait until it posted then file a dispute. So I did. The very next day on XX/XX/XXXX it posted and I filed a dispute on this charge. Then Albert came back to me on XX/XX/XXXX and said they are closing my claim and found that it was not fraud. Said I had the right to ask for the documentation that they used to determine this. I let them know that this was unacceptable and asked for the documentation. They did not even perform an investigation into this. This vendor which was titled " XXXX '' had XXXX contact information such as address, phone number, real name was not a vendor I had ever ever made a purchase for. It was catagorized as " shopping '' so I said to them that they needed to actually perform an investigation on this. What was purchased from this shopping merchant? where was it shipped to? where is the tracking number for a large shipment like that? The company Albert refuses to answer my text messages or emails and they are not able to obtain this information because it is clearly fraud. Finally on XX/XX/XXXX they texted me the " documents '' used to determine my claim was denied and all it was is a list of transactions on my account that shows CARD NOT PRESENT, NO PIN USED for the {$450.00} charge. A zip code was used and the zip code is on both my albert and XXXX profiles under my address which was pretty easy for the hacker to obtain. If anything this shows proof that this is a fraudulent charge. Albert is allowing a fraudulent charge to stand on my account without refunding me and my money is supposed to be fdic insured. 
I have attached and image of the transaction, I have attached the image of the fraudelent XXXX email i received which is how the hacker obtained my albert login information ( same password ) and were able to see my balance and take every dollar. I have also attached the XXXX page pdf of the so called documentation Albert used to determine that it was not fraud. Which is a complete joke

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation