Consumer complaint received 2022-05-05
Company: VYSTAR CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX - I traveled to XXXX from XXXX XXXX to pick up my younger cousins ( ages XXXX & XXXX ). 

I then stopped at a XXXX to pick up snacks for them and went home. That was the last time I had to use my wallet to pay for items. 

On XX/XX/XXXX - I traveled back to XXXX to drop them off at home. I had my purse with me, but I did not need to purchase anything with a physical card. I assumed my wallet was still in my purse. 

On XX/XX/XXXX - I received a text from Vystar Credit Union 's fraud department asking me if I made a charge of {$62.00} and to respond " Yes '' or " No ''. I immediately called Vystar to find out what was happening since I did not attempt to make that charge. I also logged into my Vystar account and found that there were several other charges I did not make as well. The person on the phone asked me if I had my card with me and I initially said yes, but let me double check and I walked over to my purse while I was on the phone with them and then told the representative ... wait a minute I do not have my wallet with me... someone stole it. The representative was made aware while I was on the phone with them that although I thought I had my wallet, that I in fact did not have my wallet and they filed a dispute for me. 

On XX/XX/XXXX - After I discovered I was not in possession of my wallet, I had to cancel all of my credit cards and order a new driver 's license. 

On XX/XX/XXXX - I called Vystar to follow-up on the dispute because I only saw one temporary credit to my account. I was told that the reason was that some companies take longer to get back to them. 

On XX/XX/XXXX - I called Vystar again and they said that they did not have any more information in regards to my dispute and it can take up to 10 business days for the results. 

On XX/XX/XXXX - I checked the mail and received two letters from Vystar. One indicated they temporarily credited my account for ~ {$42.00} and the other said they declined my dispute. I called them and the person said they would re-open the dispute. 

On XX/XX/XXXX - I filed a police report indicating that someone stole my wallet and used my Vystar debit card fraudulently on XX/XX/XXXX. Case in attachment. 

On XX/XX/XXXX - I called Vystar again to ask about the status and to provide them with the police report number. The representative indicated that no one re-opened the dispute and that the rest of the disputes would be declined as well because a person put in their system that I said I had my wallet in possession with me. I told her that I initially said that I had my wallet to the rep and told the rep to hold on while I verified and when I looked in my purse, my wallet was gone. I told the rep on the phone that I in fact do not have my wallet and it was the first time I realized it was not in my possession. It was made clear that I initially thought I had my wallet until I checked with them on the phone and then I said wait someone stole my wallet. If they review their recording of the call, they will hear me tell the rep after I checked my purse, " no I do not have my wallet '' ... '' someone stole it ''. I provided Vystar with the police report case number and again they said they would re-open the case, however, I do not have confidence in this statement since this is what they told me before and it didn't happen. I told them that if they need receipts showing I had to order all new cards and a receipt from my having to purchase a new driver 's license let me know.

Of note, Vystar 's Fraud Department alerted me of the fraud so their systems even flagged these charges as suspicious fraudulent behavior. Vystar is treating me like I am the criminal ( which is not the case ) and is making an already traumatic event worse. They are definitely not about putting their customer first and having a good member experience.

I need Vystar to reimbursement for the fraudulent activity that occurred on XX/XX/XXXX.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation