Consumer complaint received 2023-03-10
Company: NEW YORK COMMUNITY BANCORP INC
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was issued a credit/debit card from the California XXXX XXXX XXXX XXXX. The issuer is My XXXX  XXXX, a service of New York Community Bank. 
Problem : My card was involved in 2 fraudulent purchases at XXXX, per the XXXX  XXXX representative. However, it is taking them FOREVER to have the stolen funds put back onto my card. Yes, he did tell tell me it takes 45-90 days to investigate. This is a very long time especially for people who need these monies to pay for gas because money is tight. How my credit card info was stolen is a mystery to me. I believe it was an inside job from one of the employees at the bank because the ONLY place I used this card was at XXXX and XXXX gas stations. I checked the credit card readers for skimmers to be safe. I want to note that the credit/debit card issued to me did NOT have the protective chip installed. 
Details : I was on vacation mid XX/XX/XXXX till almost the end of XX/XX/XXXX. I went to fill up my gas tank and the pump stopped at {$5.00}. I tried to use my card again but got declined. I already knew then that there must have been some fraud going on with my card because I should have had > {$300.00} on it. 
I called My XXXX  XXXX on XX/XX/XXXX to file a fraud claim. Rep told me that 2 fraudulent purchases ( ones I confirmed I did not make ) were done at XXXX both on XX/XX/XXXX ( I was out of the country at the time ) in the amounts of {$160.00} and {$130.00}. 
Claim # : XXXX I was told it could take between XXXX days to investigate, but the rep said it might be shorter than that. Now, the fraud department has not asked me for any details nor any documents. I have not even received a letter from them about the dispute. I would be happy to submit to them my plane ticket showing I WAS OUT OF THE COUNTRY AT THE TIME OF THOSE 2 FRAUDULENT CHARGES. The investigation should not take 3 months to complete. 1 ) I was out of the country when the charges took place and I can prove it 2 ) the fraudulent charges were made at XXXX and I bet they were made either outside of California or a City I do not live in which should be proof enough and 3 ) look at the surveillance tape of the buyer and if it was an online purchase, look at the address the items were sent to. It won't match my address. I need this money and the bank is dragging their feet in investigating the fraudulent charges. 
I also want to point out something else as well. I called My XXXX  XXXX on XX/XX/XXXX and spoke with a rep to check on the status of my fraud claim. She was asking me for my SOCIAL SECURITY NUMBER. Not the last 4 digits like 100 % of other companies do, but the entire SSN. I thought this was strange so I refused to tell her and she said she could not help me without it. I told her that I have the claim number she could reference, but she said she needed my entire social security number so I ended the call. This tells me that employees at their company are more than likely responsible for how fraud perpetuates. You see, before you can even speak with a representative, you have to : 1 ) call them from a phone using a number they have registered in their system. Any other phone number will not work 2 ) They ask you to input the credit card number and PIN While I understand the need for security, the last 4 of my social would have been fine and even an address verification would have been fine.

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