Consumer complaint received 2020-11-01
Company: CARD Corporation
State: DE
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I have an account with Card.com that I've had for a while. On XX/XX/XXXX2020 I went to deposit money on my card and logged into my account online and saw several thousand dollars were missing from my account in unauthorized fraud charges. I was able to log in online and saw numerous charges from a merchant " XXXX XXXX XXXX '' going all the way back to XX/XX/XXXX. At first the charges were only for {$1.00} and {$7.00} spread out so I didn't even notice, but on XX/XX/XXXX20 that same merchant hit my account with 2 back to back charges for {$400.00}. I called Card.com to report the fraud charges and was told my card would be closed immediately, a new one sent out to me, and they would dispute the fraud charges. I looked up the merchant online and reached out to XXXX telling them there were fraud charges on my account. I have an XXXX that I use and these were XXXX XXXX XXXX charges. I had to setup my email on a XXXX XXXX XXXX acct for the 1st time just to report the unauthorized charges. I waited for XXXX to respond and The next day ( XX/XX/XXXX20 ) I looked and another 4 charges for {$200.00} each and 1 charge for {$390.00} all were showing on my account. I called Card.com again because I was told the previous day my card was closed and they couldn't charge anymore.This time a representative told me yes my card was closed and all of those charges that they did from XX/XX/XXXX2020 totaling {$1400.00} were pending and wouldn't post to my account. The Card.com Dispute representative said he would dispute everything from that merchant XXXX XXXX from the 1st charge date ( XX/XX/XXXX20 ) all the way up until the day I called. I asked if he needed additional information from me and he said he didn't. He said that I should not have any issues getting my money credited back to me. On XX/XX/XXXX2020 more charges posted and again on XX/XX/XXXX. Each time I called customer service and the disputes dept and no one did anything but tell me I had to wait for them to finish processing my dispute to get my account credited. I decided to go online to the card.com website and I downloaded their dispute form, filled it out, and faxed it to their Dispute / Fraud dept as it says on the form to do along with a list of the charges and a letter. I called again on XX/XX/XXXX20 to check the status of my dispute and was told by another representative that I would receive a full refund on XXXX/XXXX/20. In the meantime I got an email from XXXX that they denied my claim because they needed additional information. On XX/XX/XXXX20 I checked my Card.com account and the credits were not there. I called Card.com Customer service again and this time I was told that my claim was denied on XX/XX/XXXX20 because they needed additional information, but every single time I called which was about 12 times I asked if they needed me send my police report, list of charges and other documents and each rep said " no ''. On top of the fact that when I called on XX/XX/XXXX20 the representative said the refund credits for all of the charges would be in my account on XX/XX/XXXX, she never said anything about my claim being denied. The representative I spoke to with Card.com on XX/XX/XXXX20 said I needed to send a rebuttal request letter for that denied fraud claim. This time I did that and I faxed over my police report, a letter, a list of charges, proof that I don't have a XXXX XXXX XXXX  acct, and a Dispute form. I waited until XX/XX/XXXX20 and called back to check the status and this time I was told they received my rebuttal request letter and I had to wait for it to be reviewed for 3-5 days because as their representative put it and I quote " It is not their responsibility to refund me my money for unauthorized charges ''. I have been depositing money frequently that My wife and I make from our business to be able to provide for my family in the coming months with this Pandemic. Losing this money really hurt my family more than you could possibly imagine. I don't think it's fair that I should have to take such a big loss for something that is not mine, something I did not authorize them to charge or Anyone else to use. And I still to this day have no idea what a XXXX XXXX is or what they sell.

Company response to consumer: Closed with explanation