Consumer complaint received 2018-10-25
Company: CARD Corporation
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX my I reported 8 fraudulent transactions on my card to a manager in the customer service department. 
On XX/XX/XXXX transactions went through from someone named " XXXX XXXX XXXX ( XXXX XXXX ) and XXXX XXXX XXXX XXXX ( XXXX XXXX ). At XXXX I received text notifications for 5 transactions in the amount of {$26.00}, 1 for {$5.00}, 2 for {$0.00} and 2 for {$0.00} then there was a foreign transaction fee for {$5.00}. We went to the XXXX/Texas game that weekend and I believe someone scanned my card that was in my wife 's purse. I immediately called customer service to report the charges as fraud. They supposedly started an investigation, mailed out another card. After reading about other complaints, I found out about the " provisional credit '', which you're supposed to get while they're taking 90 days to investigate your account, so I asked about it. They emailed me a form for MORE details in which I had already provided during the 45 minute phone call. As soon as I hung up, I printed out the form, completed it and faxed it back. I waited 24 hours and called back. I asked if the form was received and was told that I actually didn't need the form in order to get the credit but it can take up to 10 days for the money to post to the account. I literally called the next day and each day thereafter, just to check the status of my account. I specifically asked if there was anything else needed and over and over and over again, was told no. On XX/XX/XXXX, I was finally told that the funds would be on my account on the XX/XX/XXXX. I called on the XX/XX/XXXX and was then told to give it until the XX/XX/XXXX. At that time, out of frustration, I requested to speak to a manager. I was placed on hold for 20 minutes and when the manager finally came on, she repeated what the rep had just told me and confirmed that the funds would be on my card on the XX/XX/XXXX. Of course the XX/XX/XXXX came and no funds so we called AGAIN. By this time, I've called 12 times since my card was fraudulently used. The date then changed to the XX/XX/XXXX, which was my wife 's birthday and the only day that I haven't called. On the XX/XX/XXXX, I called on my lunch around XXXX and immediately requested a manager. The manager got on the phone, mind you I had to wait again for 15 minutes. She apologized for the inconvenience and told me to give it until the end of the day. Still no funds. So today, I called and after 2 weeks, I'm told that I won't be getting a credit because I never turned in my form and it's over the 10 days you're given to turn the form in. By now I'm livid and requested a manager. I explained to them to look back on our account and see how many times we've called. I even begged them to pull every call since XX/XX/XXXX. I had 2 different reps tell me that I didn't need a form for the " provisional credit '' and every other time I was that the funds would be posted. Not 1 single rep once stated that the form wasn't received after " looking over my account and through the notes '' As I stated to the manager today, I'm being punished because her employees provided incorrect info. They literally waited 3 days after the deadline to tell me they didn't get the form when I've done everything they requested I do. They continued to give me dates and tell me that the funds would be posted when they knew all along they had no intentions on giving me that credit. I requested that they pull all of my calls and was told that can take up to 90 days too just like the investigation. What I don't understand is, when I initially called about the fraud, the charges were pending, why didn't they stop them then and start investigating? No! They let every charge go through, gave those people my money and now are giving me the runarounds on getting my funds back. I literally feel like I'm being scammed TWICE. Not 1 person tries to really resolve the issue. They're all for themselves and not their customers. I asked to speak to the managers manager and of course, no one is available and I will receive a callback with 24 hours. I just want my money. {$140.00} may not seem like a lot of money but it is to someone on XXXX

Company response to consumer: Closed with explanation