Consumer complaint received 2022-01-24
Company: ALLIANT CREDIT UNION
State: TX
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:
On Thu, XX/XX/XXXX, XXXX PM, {$820.00} was fraudulently charged to my Visa Signature card issued by Alliant Credit Union. Minutes later, at XXXX XXXX  I called the number on the back of the card - XXXX - to report fraudulent charges on my account and get my credit card reissued under a new number. My request was accepted, the existing card was cancelled, and - allegedly - the fraudulent charge was marked as such. Just to have a paper trail of the communication, I also sent a secure message to Alliant Credit Union the same day at XXXX- where I indicated which transactions are fraudulent. 

To confirm that my fraud report is being processed, I also made another call - on XX/XX/XXXX at XXXX XXXX  - to ensure that the fraudulent charge is in fact being disputed. The representative confirmed that the charge is being disputed and there's nothing I need to do. 

In the meantime, on XX/XX/XXXX XXXXXXXX XXXX, Alliant Credit Union responded to my secure message, and provided a generic no-answer to my written fraud report : " Even though you have reported fraud on some of those transactions, you may still see them on your transaction history while the claims are being processed. '' This is clearly a copy-pasta please-go-away response and Alliant didn't bother to even check on the dispute status. 

Unfortunately, it turned out Alliant didn't dispute the fraudulent transaction I had reported 3 times to them already. On XX/XX/XXXX, a credit card statement was issued where the fraudulent transaction appeared on the statement as normal, and was not present in the " in dispute '' section of the statement, indicating it was NOT in dispute. I'm on the hook for this transaction. 

I immediately contacted Alliant via secure message and sent them : " I just received a statement of my Visa Signature card. The transaction I reported as fraud - XXXX {$820.00} - is listed on the statement, and not marked as " in dispute '', and you're asking me to pay for it. I do not accept this. Please fix the statement and flag this transaction as fraud/in dispute as it should be, and modify the balance due. I'm very unhappy how you handled this. I've used many different credit cards and it's the first time my fraud report was totally ignored- even though I called twice to make sure the transaction is disputed, and even left a message. This is unacceptable. '' I also called Alliant at XXXX, spent 50 minutes on the phone with them on XX/XX/XXXX at XXXXXXXX XXXX  They're telling me it's actually a third party company that's in charge of their credit cards, and they're telling me to contact them, and that they have no record of the dispute. That said, I had already contacted this unnamed third party company by calling the number on the back of the card, and they said the transaction was in fact " in dispute '', but they have no control over that's shown on the credit card statement and what statement balance is due, and I should be talking to Alliant directly. They're both playing ping pong with them. 

On XX/XX/XXXX XXXXXXXX XXXX  Alliant responded in writing via secure message : " The dispute has been received and is not being ignored. All transactions are automatically transferred to the new Visa card during the account transfer process. Even though you have reported fraud on some of those transactions, you may still see them on your transaction history while the claims are being processed. '' And again, I was sent a go-away response. If my dispute was really received, and not ignored, they would have corrected the statement, they would have marked the transaction as in-dispute on the statement, and would have lowered the statement amount due by the amount of the fraudulent transaction. 

However, at the moment of filing this complaint, XX/XX/XXXX, they've taken no action to resolve the issue, and I'm still asked to pay the whole statement balance, including the fraudulent transaction amount. They're playing ping-pong with me. At this point, I've exhausted all the amicable ways to resolve this issue and must resort to filing this complaint.

Company response to consumer: Closed with explanation