Consumer complaint received 2023-12-06
Company: VYSTAR CREDIT UNION
State: AZ
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
While traveling abroad in XX/XX/XXXX, I had lost my wallet that contained my Drivers License, Health Insurance Card, XXXX Credit Card, my VyStar Credit Union Credit Card, XXXX XXXX XXXX XXXX, and XXXX XXXX Dollars in XXXX Dollar Notes. The last time I saw my wallet was on XX/XX/XXXX when I place in in my backpack while at XXXX XXXX XXXX during my layover at XXXX XXXX XXXX. 

I then traveled to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX After utilizing my XXXX XXXX  ( Lounge Access via Mobile App ) during a long layover of around XXXX XXXX I then traveled to XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX early morning XX/XX/XXXX. Again, I utilized my XXXX XXXX for lounge access. After about a 4 hour layover, I then flew to XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I arrived to meet my best friend, XXXX, around XXXX. Our purpose of visiting XXXX, XXXX, was to attend our friend 's wedding. 

After the weekend wedding, I said my fair well to XXXX, I had to get to XXXX XXXX XXXX the following morning. On XX/XX/XXXX while at the airport, I was asked for my passport by the XXXX XXXX XXXX XXXX to get fully checked in and to check my baggage in. I traveled to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and arrived around XXXX. I used my XXXX XXXX for lounge access as I had almost a 5 hour layover. I then traveled to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I again used my XXXX XXXX  for lounge access where I met with my friend XXXX. 

After our long layover, we traveled to XXXX XXXX XXXX XXXX XXXX XXXX XXXX Upon arrival, we went to collect our checked baggage. After collecting our bags, we went to the currency exchange office. I went to look for my wallet for my cash to exchange {$100.00} and could not find it. I was frantic and tried to think where I had last placed it. Luckily, XXXX offered to exchange some of her cash so I had some pocket money. We took a taxi to our XXXX and XXXX happily offered to cover the cost knowing the situation. After meeting our host and checking into the XXXX, I immediately thought about the bank cards and tried making calls to report them lost but the calls would ring once a drop due to the very weak cellular reception. XXXX advised I connect to WIFI and try logging into the mobile banking apps and see if I could at least block/lock the cards. I did block/lock the bank cards and attempted to report the cards lost via the mobile app. XXXX and I both contacted XXXX to see if she could help make sure I at least had cash during my travels to XXXX, XXXX and also for my travels to XXXX, XXXX as I was not going to be back in the United States until XX/XX/XXXX. So while on my Chase mobile banking app, I processed a XXXX transfer of XXXX XXXX XXXX so she could XXXX XXXX the cash to me. 

XXXX then advised that I file a police report. Not being able to do so in XXXX, she said to maybe try filing a police report online. When trying to access and report everything the XXXX website, the page would take forever to load and eventually time out. We then agreed to filed when I returned to the United States. 

When I returned to the United States, I called VyStar Credit Union to let them know what happened and as to why I didn't call until second week XXXX. Explained that I blocked my card using the mobile app and that I could not make calls as I did not have cellular reception while abroad. 

After a couple month of waiting for a resolution and no correspondence via mail, email, or phone call, I call the VyStar for an update. VyStar claims to have done an investigation and is holding me accountable for a little over XXXX USD even after explaining to the fraud investigation team that I was either on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in the airport lounge XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation