Consumer complaint received 2019-05-07
Company: CARD Corporation
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On Monday XX/XX/2019 XXXX I received a phone call from XXXX fraud protection dept. Stating they had shut off my debit card due to suspicious activity. The nice woman then asked me about some charges that were made or attempted the night before. Several online attempts several pos attempts at convenience stores some being the number punched in some actually swiping. I told her not only did I not make or authorize the charges but my card is still in my wallet. I asked how is this possible? She explained they may have cloned my card. I joked and said I would expect if someone was going to go through the trouble of stealing card info and making a card they would target credit cards not prepaid debit cards. she said the numbers and cardholder info is sometimes stolen in batches some credit she debit. I thanked her for her help and she informed me that I would need to call my card issuer to order a new card and dispute ant charges that were made prior to being detected. 
I spent the day going over my statement and documenting all unauthorized charges and wrote written disputes to for each charge as required. 
the next morning I uploaded the written disputes along with the proper forms I filled out as requirement of the XXXX requirements. I then call XXXX and and verbally disputed the charge to the depute dept and informed them that the written disputes are already in the their documents center. They thanked me and we hung up. 
After 10 days I received a provisional credit from XXXX while they completed their investigation. 
On Saturday XXXX XXXX  I awoke to finding that with out waning Card.com had reversed every credit even the one 's that was discovered by them. Not disputes was were validated. 
Upon calling and inquiring of the reason why they reversed all the credits? I was told they did not find in my favor. I asked If they had reason to believe if I was was believed to be committing fraud or was negligent? I was told I letter was being sent to explain.I then explained by their own card holder agreement along with EFTA, FCBA and FTC regulation E that unless they have proof I am directly involve with the fraudulent charges then I am provided protection under this federal act and rightful entitled to reimbursement, I then said I am on the phone now and they've verified my Identity so I would like a explanation now whether I am being accused of fraud and I would like the names of the individuals they have found that used my card info. Because the only other way they can deny reimbursement is that I had give prior use of my card or information to a persons thus making liable for the use of the card. So unless I am being accused of fraud or they have a name or names of people I have given prior use too I would like them to reconsider their decision and reimburse me for the charges again. 
I was told that I would have to submit a request in writing to reopen my case. I then read to the agent their own card holder agreement stating that in their own agreement printed from their website today stated that if they found no errors occurred they would give me notice with in 3 business days of which I had not received any notice as of today XX/XX/XXXX XXXX now past 3 business days and 5 days total. I also read the section after stating if I dis agreed with their decision I could contact by phone request all materials used to base their decision on and request to reopen. I spent the next 10 minutes being told I would have to summit a re evaluation in writing and me stating If you require me to make request in writing they are violating their own agreement. I ended the call with I will summit my request in writing along with complaints to all federal agencies that take complaints for this situations.

Company response to consumer: Closed with explanation