Consumer complaint received 2020-10-31
Company: PLS GROUP, INC
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
To : XXXX From : XXXX XXXX Date : XX/XX/2020 Subject : Dispute - Loss of Funds Due To Fraud To Who It May Concern : Someone withdrew my funds of {$1100.00}, next they closed my debit card a/c # ending in XXXX and opened up a new account in my name with a card ending in XXXX. 

I received this message on my mobile phone from XXXX  on Monday, XX/XX/2020, at XXXX XXXX that {$1100.00} was withdrawn from your card ending in XXXX. Your XXXX  card ending in XXXX has a balance of {$0.00}. 

This message was sent to me at XXXX XXXX in the morning and I did not hear the signal to let me know that money was taken from my account. 

I reported this on Monday morning XX/XX/2020, at XXXX, that someone withdrew {$1100.00} from my account # ending in XXXX. At XXXX, I made a second call and spoke to someone in the dispute center. I was told on two occasions that XXXX would send me an online dispute form. To date, I have not received this online dispute form. 

I am looking forward to XXXX to resolve this matter expeditiously. 
For XXXX Sincerely, XXXX XXXX -- XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- Second Dispute letter : XX/XX/2020 To : PLS - XXXX From : XXXX XXXX Card # : ending in XXXX To Whom It May Concern : I am writing this letter to XXXX  who is owned by PLS. This is my second dispute claim to you to claim {$1100.00} withdrawn from my account ending in XXXX early Monday morning on XX/XX/2020 at exactly XXXX XXXX My telephone alerts me on every transaction being made. However, I was asleep and did not hear the ring. On Monday morning at XXXX XXXX. I contacted XXXX  customer service and they told me to call the Dispute Department. I called the Dispute Department and explained what had happen with my XXXX XXXX. Your Dispute Department told me to complete a dispute form that they would send via email. I never received it. I called the Dispute Department again to request a second dispute form, again they said they would email it. It never showed up in my email. I called again to find out why I was not getting the dispute form in my email. Someone in the Dispute Department told me the best way to get a response was to fax the information in to the department. Then I faxed in my dispute letter to fax number XXXX [ to XXXX - offshore ] giving all the details I had about the transaction. The ony facts I had was what was stated above. Your XXXX Dispute Department did not call me at all. As a customer I do not have any information on why they allowed someone in the early morning hour to withdraw this large amount of cash from my XXXX -PLS card. I do not know what PLS store this money was drawn from. Adding on, I called XXXX-PLS and requested a new card. To date, I have not received the card. 

I called your Dispute Department again on XX/XX/2020, and they again told my XXXX XXXX, XXXX,, Illinois XXXX was not on file and that is why I am not getting my denial letter. I do not understand why XXXX-PLS will not enter the correct information on file. 

Finally, XXXX is saying to me - as a customer your money is not secure and XXXX Dispute Department will not do anything about recovering my stolen funds Sincerely, XXXX XXXX -- -- -- -- -- - As of XX/XX/2020, I did receive a determination letter stating no error occurred on my account. I will take a snapshot an send it. 

XXXX! Visa XXXX XXXX With our XXXX! Visa XXXX XXXX, you get convenience and security. 

Safe & Secure An XXXX! Visa XXXX XXXX is safer than carrying around cash. 



*Fees apply to your purchase and use of the XXXX! Visa XXXX XXXX. See Cardholder Agreement at XXXX for terms and details, including conditions and your obligations related to unauthorized transactions. Card issuance is subject to identity verification. The XXXX! Visa XXXX XXXX is issued by XXXX XXXX XXXX pursuant to a license from Visa U.S.A. Inc. and can be used everywhere Visa debit cards are accepted. The XXXX XXXX ; Member. 

All trademarks and service marks are the property of their respective owners. 
XXXX XXXX XXXX, XXXX XXXX.

Company response to consumer: Closed with monetary relief