Consumer complaint received 2022-07-05
Company: Avant Holding Company, Inc.
State: MA
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:
In early XX/XX/XXXX, I noticed that my online statement showed a balance of {$330.00}. I immediately called to report that this amount was due to fraudulent charges because I had not used my Avant card since XXXX XXXX XXXXXXXX. The customer service agent I spoke to was very helpful ; she cancelled my card and issued a new one, and flagged all of the fraudulent charges for XXXX XXXX XXXX. I received a letter dated XX/XX/XXXX confirming that these fraudulent charges were under investigation. 

Later in XXXX I noticed that most of the fraudulent charges had been eliminated from my online statement but there was still an amount of {$18.00} due on the account. I called again to report this error and was told that I should call XXXX XXXX XXXX to resolve this issue. I attempted to call the number on the letter I had received, but no one answered. 

In early XXXX, my online statement showed that the {$18.00} amount was past due and a late fee had been charged. I called again to try to resolve this issue and the customer service agent gave me the name and direct extension for the XXXX Agent I should speak to. I left a voicemail message for XXXX, the XXXX Agent, but never received a call back. I received a letter from XXXX dated XX/XX/XXXX stating that they had completed their investigation and considered the claim resolved. However, the claim was not resolved ; late fees and interest continued to be added to the amount due. In early XXXX I sent a letter to Avant 's offices in XXXX and a copy to the XXXX Agent, describing this issue in detail and asking for it to be resolved. Despite this, late fees and interest continued to be added to my account and my XXXX statement showed a balance due of {$100.00}. Meanwhile, my account had also been reported to credit agencies as delinquent and my credit score started to decrease. 

In XXXX I called customer service and tried again to resolve this issue. The customer service agent tried her best to help me but in the end she was not able to reverse the charges. She told me I had to call XXXX the XXXX Agent again to resolve it, and told me I could call back and ask to speak to a supervisor if XXXX was not able to help me. I tried again to call the XXXX Agent and left a voicemail message but she did not return my call. After two days I called customer service again and asked to speak to a supervisor ; I was told no supervisor was available but someone would call me back within 24 hours. No one ever called me back. 

On my XXXX statement, some of the inaccurate late fees, etc. were reversed but it still showed a balance due of {$55.00}. On XX/XX/XXXX I once again called customer service to try to resolve this issue, but the customer service agent told me the only thing she could do was to escalate the issue to the complaint department and it would take up to 15 business days for them to respond. I asked to speak to a supervisor and was again told none were available and someone would call me back within 24 hours. No one has called me yet. 

I have also tried filing a dispute about this issue through XXXX, several times, but the results keep coming back as resolved when they are not. I have had some email communication with Avant but nothing has been resolved- they do not even seem to understand what the issue is. 

I would like this issue to be resolved ASAP and for Avant to correct their credit reporting so my credit score does not continue to be negatively affected.

Company response to consumer: Closed with explanation