Consumer complaint received 2020-06-07
Company: BBVA FINANCIAL CORPORATION
State: CT
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 filed a dispute with the credit card on XX/XX/XXXX for being overcharged {$30.00} from a transaction for {$130.00} from XXXX that appeared on XX/XX/XXXX. The credit card replied that a receipt was required in order for them to proceed with the dispute. I did not have a receipt, therefore I contacted XXXX to request it from the merchant and I found out that this transaction was not mine, I did not authorize it. I contacted the credit card on XX/XX/XXXX, XX/XX/XXXX, XXXX and spoke with different representatives that were extremely unknowledgeable and unhelpful. I also spoke with a supervisor on XX/XX/XXXX and advised him that I would like to change my dispute to a fraud claim. I explained that after speaking with the merchant I realized that this was not my transaction and I did not authorize it. I stated that I wanted to file a fraud claim for the entire amount {$130.00}, changing the previous dispute claim from {$30.00} overcharge to the entire amount fraudulently charged. I advised the supervisor that I didn't have a receipt since my card was fraudulently used. I also claimed two additional charges for {$13.00} from XXXX on XX/XX/XXXX and {$72.00} from XXXX on XX/XX/XXXX as fraud. I stated that all three charges were fraud and not authorized by me. My total claim was for {$220.00}. I stated that the credit card was not in my possession and it needed to be deactivated. 
The supervisor advised me that I had to fill out a form, sign it, and fax it to them. I faxed the requested form on XX/XX/XXXX ( immediately after it was mailed to me ). 
I called the credit card on XX/XX/XXXX to check whether the form was received. I was transferred to different representatives and finally a supervisor stated that the fax was never received ( even though I have a confirmation that it went through successfully ). 
I spoke with the supervisor XXXX XXXX on XX/XX/XXXX and he advised me to send the form directly to his email. I did that on XX/XX/XXXX and he confirmed that he received it. 
I am attaching the fraud claim form which I had sent to the credit card. 
On XX/XX/XXXX the supervisor XXXX XXXX gave me a credit for all three charges ( total {$220.00} ) and stated that he would call me back in a few days to confirm that the credit was posted. He called me back on XX/XX/XXXX and confirmed that my claim was resolved. 
On XX/XX/XXXX the credit for my fraud claim was reversed without any communication with me. I called the credit card asking for explanation. None of the representatives were able to explain anything, the supervisors also. Every time I called, the supervisors stated that they were not allowed to talk to me and I was assigned to a case worker named XXXX XXXX and she was the only one to handle my claim and speak with me. I was finally connected to speak with XXXX XXXX on XX/XX/XXXX and explained the whole issue. She said that she would review it and call me back in 3 to 5 days. XXXX XXXX never called me until today. I sent her at least 10-15 emails asking her to reply and left her at least 10-15 voice mails. NO ANSWER. 
I had also sent many emails to the credit card corporate email for customer service issues without any reply. 
Finally, I contacted the supervisor XXXX XXXX and asked him why the credit that he applied was reversed. He stated that he had no explanation and this situation made no sense to him. He advised that he would try to reach XXXX XXXX himself and call me back. 
Since then, XXXX XXXX has called me six times in XXXX and three times in XXXX and stated that he could not reach XXXX XXXX and could not find any updates on my claim. He advised that he would contact me as soon as he finds out more but as of right now, he has not. 
I have never received a letter, email, or any notification to inform me about the outcome of my claim. The credit card did not provide me with a resolution and it has been longer than six months.

Company response to consumer: Closed with explanation