Consumer complaint received 2023-01-09
Company: Avant Holding Company, Inc.
State: NV
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:
On XX/XX/XXXX or XXXX, my Avant credit card went missing/stolen. I called Avant to report my card lost/stolen and they went over the transactions that occurred on XX/XX/XXXX, there were about 6 transactions on my card that were not authorized and all totaled for about XXXX XXXX which weren't done by me and I filed a dispute. 

Weeks went by and I haven't gotten any kind of correspondence from them on what do to on my part, if they need anything for me or who is my point of contact for any update, I called customer service and they were able to get me an email address to contact Avant claims and I emailed them on XX/XX/XXXX for an update. 

I got a letter in the mail dated for XX/XX/XXXX from XXXX at Avant claims that the bank has determined that these charges were valid and done be me. I may have either emailed or called ( sorry I don't remember ) asking them on what basis was there investigation based on? XXXX emailed me on XX/XX/XXXX that the Banks decision is final. I got advice from one of my friends who works in financial institution and advised me to file a police report regarding the fraud ( which Avant never asked for ) after I filed the report and emailed XXXX a copy on XX/XX/XXXX. 

On XX/XX/XXXX XXXX said she has forwarded police report to the bank, I got a letter in mail posted for XX/XX/XXXX stating the investigation is done and it went towards my favor and charges were reversed, the charges were reversed however there was still a balance, and it on XX/XX/XXXX it shows those same charges appeared again, I emailed XXXX regarding the duplicate charges and she pretty much washed her hands and said she has nothing to do with those charges and contact customer service and every time I contact them I get sent to collections. 

Then on XX/XX/XXXX I emailed Avant claims again regarding the duplicate charges, on XX/XX/XXXX they responded and were able to reverse those charges, but I still have a balance of XXXX XXXX due to interest and late fees that occurred from the fraudulent charges and they washed their hands and said they can't correct those and told me to call customer service. I called and like always they sent me to collections and I spoke with a collections agent and explained to them the story and the agent initially said that I'm responsible for those charges and I told her no those are not charges that I authorized and then said " well you have to make a payment in order to use your card '' I said " that doesn't make any sense, why would I make a payment on this card when those charges occurred due to fraud? '' the agent said, " well you do have to make a payment regardless to use the card '' I responded by " that doesn't make any sense, your saying that if balance is XXXX XXXX I have to make a payment of XXXX XXXX to use the card? '' she said she will have to file some sort of a dispute. 

By the way, I have yet to use this card this card for any purchases, I should have a XXXX balance they have report my account to all 3 credit bureaus in a negative way which has affected my credit report and score, I would like to get this all fixed be back to square one, if you have any questions or need any documents, please let me know thank you XXXX XXXX

Company response to consumer: Closed with explanation