Consumer complaint received 2019-09-26
Company: Conduent Incorporated
State: UT
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/19, I logged onto my online banking account and noticed that fraudulent charges had been made with my account. There were 11 charges made on XX/XX/19 in the amount of {$31.00} each, 4 charges on XX/XX/19 in the amount of {$31.00} each and 16 charges on XX/XX/19, XXXX of which were for {$31.00} each and 11 of which were for {$31.00} each. All of these charges were to a prepaid phone company in XXXX XXXX ( the company is called XXXX and I was able to look them up online, which is how I discovered what type of company they were ). I immediately called the customer service number on the back of my credit card. I spent almost 2 collective hours on hold and about half an hour actually speaking to a person about filing a claim, at which time I was told they could tell the charges were from XXXX XXXX and I would be most likely to receive my money back as these charges were clearly fraudulent. I was told I would be receiving paperwork in the mail that I needed to fill out and return within 10 days in order to file the claim. On XX/XX/19 I received the paperwork in the mail. On XX/XX/19, I faxed the paperwork over to the credit card company ( I attached a copy of the paperwork that was sent along with the fax page that confirms the date the paperwork was sent ). On XX/XX/19 I received a notice in the mail stating that my claim was denied based on the fact that I had an agreement with the merchant and they could not prove these charges were in fact fraudulent. The notice also stated that I could request paperwork that supports why the claim was denied. I called and requested the documentation and also asked if there was a manager or someone higher up that I could speak to in order to appeal the decision to deny my claim and was told there was no one that I could speak to. I informed the person on the phone that I had just had a baby ( on XX/XX/19 ) and there was no way possible I could be in XXXX XXXX or could have been in agreement with the merchant. They said there was nothing they could do except request the paperwork be sent to me that supported why my claim was denied. I requested the paperwork be sent. On XX/XX/19, I received the paperwork that was supposed to support the claim denial and all that was sent to me was basically a print out of my bank statement that showed the fraudulent charges along with a copy of the form that I filled out to file the claim. No paperwork was provided to support that I had an agreement with the merchant or that explained exactly why my claim was denied and the charges weren't considered to be fraudulent. I called XXXX on XX/XX/19 as I was hoping they could assist me with the issue I was having since the card was linked to my child support and was informed that once ORS releases the funds, they were no long liable for what happened with them. I have never had an issue with this card/account so I'm unsure as to why the bank didn't flag these charges as fraudulent before allowing them to be cleared and deducted from my account. I would assume that charges to an XXXX bank account from a XXXX XXXX company, especially multiple charges for almost the same amount in the same day, would be automatically flagged and considered fraud.

Company response to consumer: Closed with explanation