Consumer complaint received 2023-09-28
Company: DigniFi
State: TX
Product: Credit card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened without my consent or knowledge

Complaint:
Fraud was reported to DigniFi XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX on XXXX XX/XX/XXXX after I was alerted by my account with XXXX Credit Agency that a new credit account, DigniFi XXXX credit card, was opened and used in the amount of {$3900.00} on XXXX XX/XX/XXXX in XXXX XXXX Nevada at a XXXX XXXX XXXX XXXX  located on XXXX. DigniFi XXXX sent me an " Identity Theft Affidavit '' on XXXX XX/XX/XXXX that requested copy of Driver 's License, copy of SS card, Proof of Address, Copy of Police Report. Police Report was opened on XXXX XX/XX/XXXX and a notarized copy of the report was included in the Identity Theft Affidavit returned XXXX XX/XX/XXXX. DigniFi confirmed receiving XXXX XXXX XX/XX/XXXX. 

Since that time I have received no progress in resolving the situation and the account and accruing late payments continue to stay on my credit report, which I believe is against the law as it should be remain frozen until the investigation is complete. Below you will find a detailed log of my call attempts to resolve the situation to no avail. 

XX/XX/XXXX DigniFi Identity Theft Affidavit ( Notarized ) mailed to DigniFi Attn Security/Fraud Department XXXX XXXX XXXX XXXX XXXX, SD XXXX XX/XX/XXXX Date DigniFi confirmed Identity Theft Affidavit ( Notarized ) received XX/XX/XXXX Spoke with customer service rep about status of fraud package submitted and was told the investigation was still in-process XX/XX/XXXX Spoke with Customer service rep XXXX XXXX XXXX , along with supervisors XXXX and XXXX due to getting disconnected, they shared the investigation was still ongoing and they require 30-45 days to conclude an investigation after receipt of Affidavit which would be the XXXX of XX/XX/XXXX for when investigation should be complete. 

XX/XX/XXXX ( XXXX day ) Spoke with XXXX ( Supervisor ) and was told again the investigation was still on-going ; case has been escalated for resolution.

Should take another 3 -5 business days to conclude. 

XX/XX/XXXX I called Spoke with XXXX ( customer service rep ) and XXXX ( Supervisor ) ; Case has been escalated to a manager and they should be contacting me within 24/48hrs. 

XX/XX/XXXX Spoke with XXXX ( customer service rep ) and XXXX ( Supervisor ) and again the case has been escalated to a manager and they should be contacting me within 24/48 hrs. 

XX/XX/XXXX XXXX ( cst ) spoke with XXXX XXXX Manager ) who asked for the information I mailed to be emailed to her as t appears she can not locate my Identify Theft Affidavit, which is very concerning due to the personal information contained within the documents mailed along with if I have been lied to this whole time about an on-going investigation. I was told to they will reach to me the next Wednesday XX/XX/XXXX, however that did occur. As a result, I called back on XX/XX/XXXX looking to speak with mgr. XXXX. 

XX/XX/XXXX Spoke with XXXX ( customer service rep ) and XXXX ( Supervisor ). 
And was told a Manager should be contacting me within 24/48 hrs. 
Spoke with XXXX a few hours later, and was told there was no update at this time on the investigation. Received information is still under review. 
Expect call back next Friday XXXX. 

We are now at day XXXX since DigniFi XXXX received my information to support Fraud and there is still no resolution and I continue to have this impact my credit report with the original amount and past dues. Also, i have never received any information from DigniFi besides the original credit card mailed to me and the Identity Theft Affidavit. I have never received the information I have asked for, nor any form of a credit statement to date.

Company response to consumer: Closed with non-monetary relief