Consumer complaint received 2023-03-09
Company: MUFG AMERICAS HOLDINGS CORPORATION
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: Card was charged for something you did not purchase with the card

Complaint:
I was called on XX/XX/XXXX by the fraud department from my credit card company, Union Bank Credit Card, to alert me that someone had used my card at XXXX XXXX XXXX XXXX in XXXX, CA for {$200.00}, XXXX in XXXX, CA for {$100.00}, and XXXX XXXX in XXXX, CA for {$22.00} and that the charge looked suspicious. I confirmed with the fraud department that I had not made these purchases, but I was told by the fraud department that whoever was making the charges had my physical card because the card had a chip on it. However, I had my card in my locked safe at my home at this time. I reported this to the fraud department case # XXXX and I asked to escalate this fraud to someone in management because the only way someone could have made these charges would be with a counterfeit card with a counterfeit chip. I was told by this fraud department agent that these charges would be flagged as fraud an they weren't until l called for a second time to the fraud department. The bank rep also told me that this type of fraud was impossible, but upon doing research, this is happening per reports by credit card companies, retailers and documented by journalists since XXXX and the fraud technology continues to be more and more sophisticated. Since I had and have my physical card, I am clear that someone obtained my credit card number and put it on a counterfeit credit card with a counterfeit chip using EMV-Bypass Cloning. I called XXXX XXXX call center to alert them that someone is using my credit card number on a counterfeit card with counterfeit chip ( XXXX XXXX # XXXX ) and they said that this credit card/chip cloning is indeed happening and that they would escalate this fraud to the management. I also reported the fraud to XXXX conf # XXXX, XXXX Police Department in California Tracking numbers XXXX, XXXX and XXXX Police Department in California XXXX. I was given the number to the fraud department ( XXXX ) to talk to XXXX at Union Bank Credit Card and when I called they said that I couldn't speak to this person. XXXX  XX/XX/XXXX I called XXXX ( assistance number on the back of my credit card ) and asked to be transferred to the fraud department and was told that they couldn't do that, even though yesterday they did transfer me to this department. I was also told that the credit card company does not have an active case with me even though I have I was given a case number and have called to talk to the fraud department yesterday. I haven't been able to get any assistance to escalate this fraud card/chip cloning to my credit card company. Union Bank Credit Card appears to be given misleading information, is now denying me access to the fraud department to give them my police report information, is being unethical in their business practices. Can you please help me document the EMV-Bypass Cloning that occurred with my card as I believe that it is my duty as a citizen to inform the powers that be that this is occurring now in California and to make consumers aware of this so they can protect themselves. I also need help escalating this to management in Union Bank Credit Card Company. Thank you.

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 monetary relief