Consumer complaint received 2020-12-03
Company: PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020 a fraudulent charge was made to my and my son 's joint account in the amount of {$350.00} from our joint checking account held by People 's United Bank in CT ( henceforth People 's ). The charge was listed as a merchant from XXXX called, " XXXX  ''. Both my son and I placed separate phone calls to People 's notifying them of the fraudulent charge while it was in " pending status '', as noted in the accounts mobile app. We were both, separately, informed People 's could not stop the charge even though it was still " pending ''. I would note I check the status of my accounts daily utilizing People 's mobile app on my cell phone. 

People 's listed our notification date of fraudulent charges as XX/XX/2020, however, I believe our notification to the bank was much earlier than the date " they '' placed on the affidavit. My evidence would be that the charge was still " pending '' when People 's was notified and two business days passed subsequent to the fraudulent charge date. In essence, our reporting had to of been earlier then XX/XX/2020 because the charge was still " pending ''. My mobile phone company XXXX should have records of our calls. In addition, People 's notes all calls and complaints via their computer systems, which to date, they refuse to provide us copies of. 

Both my son and I were informed they would be investigating and that we would need to fill out an affidavit. They also stated that the monies might or might not be placed back on the account during the investigation within 10 business days, but that it " wasn't always done that way and they sometimes conduct the investigation first. '' I only mention that, due to the length of time this issue/case has been going on. 

On or about XX/XX/2020 I inquired as to the status of the complaint/case. At that time I was informed the case was " closed, and a letter had been mailed to my address '' stating the same. I never received any letter from People 's, and again, they refuse to provide a copy of this alleged letter. When I inquired as to why the case was closed, I was informed because the " affidavit had never been signed. '' My evidence of this is the emailed affidavit re-sent via email on XX/XX/2020. At no time was any other reason given for closure of the case. 

Again, weeks passed before I made another inquiry. I was under the impression they were now conducting the investigation. Upon a subsequent call, date unknown, but I'm sure XXXX could provide a copy of phone records if necessary, I was notified by " voice mail '' ( I have the recording ) that the funds would be credited to my account on Friday, XX/XX/2020. 

On Friday XX/XX/2020 the funds were not deposited to my account. I made another inquiry and was informed that at some point prior to our reports of fraudulent charges back in XXXX, that my son " accepted the charges via a text ''. My son has no recollection of doing so, however, doesn't remember if it might have happened. Regardless, we both reported the charges as fraudulent while it was " still pending ''. In addition, this was the first time People 's made this claim regarding the text despite our numerous communications. 

I don't believe a proper investigation was ever conducted by People 's. I don't believe that People 's is being forthcoming with information that they may have. People 's refuses to provide me with copies of my communications with them ( noted on their computer systems when I call ), a copy of the letter they allegedly mailed to my residence and/or copies of this alleged text. 

More importantly and most notably, the FRAUDULENT CHARGES WERE REPORTED IMMEDIATELY AND WHILE STILL PENDING! 

I don't understand why People 's didn't immediately conduct a " charge-back '' based on two phone calls of fraudulent charges while the charges were still pending. 

The bank violated their own policy. In the attached documentation the claim was reported on XX/XX/2020, the letter states the affidavit needs to be submitted within ten business days. The bank closed the case on XX/XX/2020, claiming the bank has not received the completed affidavit. This was prior to the ten business days requirement. This violates their own policy and adds credibility to my claim that an investigation was never conducted.

Company response to consumer: Closed with monetary relief