Consumer complaint received 2021-06-22
Company: Conduent Incorporated
State: OK
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
I had made multiple purchases online using a website I have used for multiple years. The Transactions always come up under the same retailer. XXXX  or XXXX. However, on the XXXX of XXXX I noticed there were extra charges I do not recall making. 4 charges for .XXXX XXXX XXXX and XXXX  listed as INTERNATIONAL PURCHASE FEE. And 2 charges for XXXX / XXXX, XXXX. one for XXXX, and another for XXXX. Seeing as how I have multiple purchases for XXXX I thought to myself perhaps they switched payment processors but I have contacted them and they assured me they have not changed anything in regards to the way they handle transactions. XXXX  is the payment processor. What struck me as odd was the fact that in 5 years I have never had an issue with this company and all purchases have always been the same. Ranging from XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. So it threw up a red flag and I called the number on the back of my card. After speaking with an agent about the potential fraud. I was told I would need to cancel my card and have a new one activated. Before I can submit a fraud claim. I decided it may have been a one time thing and that I would just closely monitor my account for any other suspicious activity. Then on XXXX the XXXX I noticed another charge from XXXX XXXX XXXX for XXXX and another for XXXX INTERNATIONAL PURCHASE FEE. This without a doubt proved to me I was a victim of fraud. I immediately called and spoke with an agent he asked if I wanted to cancel the card or if I wanted to withdraw the remaining funds before he cancels it. I took his advice and withdrew the remaining funds from my account. I called back on the XXXX  and proceeded with cancelling the card and having a new one issued. Upon receiving the card on XX/XX/XXXX I activated the card by calling in and proceeded to dispute the claims. Today is XX/XX/XXXX, I called to verify my faxed documents for the fraud claims had been received. And I was told my claim had been denied. I requested information regarding the reasoning behind why it was denied and to speak with whomever was investigating my claim. Unfortunately I was denied the ability to speak with the investigator regarding his verdict. And they do not allow any form of appeal. I called again to speak with a different representative and she had informed me a little more information. She stated their reasoning for the denial was based on previous international purchases for similar amounts. Which is 100 % not accurate. For as long as I have had this card, I have not made any international purchases. And not a single purchase has originated from XXXX XXXX XXXX, or stated INTERNATIONAL PURCHASE FEE. Another reason was there were other purchases that were similar in price. XXXX. However they are not international purchases. they are originating in US / CA. I have been using XXXX  us/ca for at least 7 years. I have never had a purchase be anything other than XXXX or XXXX or XXXX. Always the same. All decisions are final and there is no way to file an appeal. I don't understand how an investigation into an account can be valid if the investigation refuses to contact the claimant in question. His/her denial basically tells me that I am the one attempting to do fraud. Which is absolutely not the case, If I am mistaken I will gladly accept the fact provided evidence. However I am not going to accept his decision based on a gut feeling or intuition or whatever he used to justify his answer. My claim is legitimate.

Company response to consumer: Closed with explanation