Consumer complaint received 2022-10-12
Company: BILL.COM, LLC
State: IL
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:
Company I'm alleging these claims against : Website ( s ) : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX On XX/XX/XXXX, my XXXX credit cards were fraudulently utilized for unauthorized purchases on XXXX. The fraudulent transaction amounts were for {$250.00}, for XXXX total transactions. 

On XX/XX/XXXX, I had gotten a flood of notifications regarding charges for {$250.00} on XXXX XXXX, relentlessly until the line of credit I had was depleted. I received zero form of correspondence/emails/or any sort of details whatsoever from the retailer. Only a large list of transactions, for an amount as well as charges I had no knowledge, approval, or authorization for. 

I reached out to XXXX XXXX, and my card provider XXXX, to inform them of the fraudulent and unauthorized activity. XXXX solely has a slow-response customer service email, and within minutes of the fraudulent charges starting, I called XXXX immediately to convey the details of the incident. They informed me that nothing could be done regarding the charges until they had posted. I reached out to XXXX customer service via email. Zero response in a timely manner, with no guidance/support/or assistance in the matter. 

The charges begun posting within XXXX of the initial charges, and immediately I relayed over the details to XXXX, which included the full card details, and transaction details for the posted charges. They informed me that given the frequent communication we had regarding the matter, that if I provided all the pertinent details related to the situation, that they would be able to complete the chargebacks for me, in mass quantity. 

Yet in regards to the fraudulent and unauthorized charges, I had zero point of reference for the retailer outside of the card details to reference these charges. I had no order confirmation, emails, any sort of correspondence to identify the transactions with detail for the retailer. 

After a nearly XXXX month ordeal, XXXX has notified me that the investigation has been ruled against me, and that nothing can be done. They have a clause in their service contract agreement when signing up that indicates that any charges that can not be chargedback to merchant fall under the burden of the consumer. 

I filed a BBB claim with the retailer, XXXX XXXX, but they failed to relinquish any pertinent data related to the mater, citing privacy concerns, and guided me to contact the financial instiution I utilized. 

With XXXX, I notified them within minutes of seeing the fraudulent transactions. I emphasized the urgency needed to address this matter, as the retailer has a tendency to ship promptly, and that once the product was delivered, the likelihood of retrieving the funds or product would be unlikely. I had several phone calls, zoom calls, emails with their dispute teams. Informed them that it wasn't a personal breach of any of my devices. I extensively provided them with all the information I could. Yet XXXX months later, they failed to come back with anything of substance. 

XXXX did NOT share any details of their alleged " investigation. '' They were NOT able to figure out where the product was shipped to as it relates to the fraudulent charges. They were NOT able to get any information out of the retailer. They did very little to nothing, simply as a means to wipe their hands clean and absolve themselves of this issue, which is absurd given that my account was a line of credit based account, with virtual credit cards. 

When my account was initially created, as were others, XXXX set up each user to purchase without XXXX enabled, which is a form of 2-factor authentication on each purchase. So what this means is, if someone has all the card information, they can effectively buy anything regardless of address, with no added security or verification throughout the purchasing process. You have to specifically request that feature to be added, it is absent by default for all users. 

Since the incident took place, they have since unilaterally required XXXX for all users moving forward, and have additionally shut-down my account as they deem it risky. 

I've begged and pleaded for a chance to speak with the dispute team or someone high up for an in-depth explanation on what their investigation uncovered, but they haven't responded to my requests, no matter how many times I've asked. 

They charged me in FULL for the balance owed for the fraudulent charges, provided zero investigative details, and left me out to endure all the consequences of this unpleasant incident. 

Ever since their verdict, I have uncovered who the criminal behind all the stolen cards, fraudulent purchases were, and relayed those details over to them. ZERO response or acknowledgement. I have since submitted a XXXX complaint with the FBI against the suspect. 

XXXX charges, for XXXX, totalling {$20000.00}. Those were all fraudulent charges, and despite the mountain of evidence I provided XXXX promptly, they failed to take proper action, and were grossly negligent in addresssing the matter.

Company response to consumer: Closed with explanation