Consumer complaint received 2021-10-24
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: WA
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:
XX/XX/XXXX : was the last authorized charge ever made to this MUFG Union Bank, N.A. Visa credit card account. The cards, four of them on this one account, were removed from wallets and the cards were put in our home safe, never to be taken out until they were shredded in XXXX, XXXX. 


XX/XX/XXXX : I awoke to an unauthorized transaction alert, a charge made to XXXX in Minnesota for {$42.00}. I called Union bank 's fraud department and reported the transaction as fraud. I was told the card ending in XXXX was used, and it was canceled and a replacement card was sent ending in XXXX. The new card was immediately placed with the others in our safe and the replaced card ending in XXXX was shredded. One day later, on XX/XX/XXXX, the fraudulent {$42.00} transaction posted to the Visa account. 


XX/XX/XXXX : I telephoned the Union Bank fraud department, two days in a row, to report new fraudulent use, because unauthorized transactions were piling in, eight of them in the last two days. On the XXXX I closed the Visa account. None of these most recent unauthorized charges were allowed to post to my account. However the first charge from XX/XX/XXXX for {$42.00} remained unreversed, and I asked that it be reversed, again. I was explicitly told that all four cards on the account were closed at the end of the call. Despite this, another 28 " authorization amount '' alerts have arrived as of XX/XX/XXXX, making a total of 37 unauthorised transactions between XX/XX/XXXX and XX/XX/XXXX, with 29 happening after the account was allegedly closed on XX/XX/XXXX. However the transactions are not posting to the allegedly closed account, however the original fraudulent charge on XX/XX/XXXX, for {$42.00}, remains unreversed and late fees and interest are accumulating. 


XX/XX/XXXX : I called Union Bank customer service because I got a late payment warning. This call was recorded. By the end of this call I was assured that the account was closed and that everything would be reversed. Days later I confirmed late fees and interest were reversed, but not the original {$42.00} charge on XX/XX/XXXX. 


XX/XX/XXXX : I called Union Bank collections because of a collections notice I received for the allegedly closed account. This call was recorded. By the end of the call I had worked with the fraud department and was assured that all charges would be reversed. 


XX/XX/XXXX : this call was recorded. I called Union Bank customer service because I was notified by at least one credit bureau that Union Bank has reported a late payment blemish on my credit report. I said I was sick of calling and asked to speak to a supervisor, or how can I be assured that this would be the last call I make about this? By the end of the call I was assured it would be taken care of, and the customer service rep even had a reason for why the issue has failed to be taken care of heretofore, which was that the wrong card was determined to have been used on the very first XX/XX/XXXX fraudulent charge. Now that the right card is known, I was assured the XX/XX/XXXX fraudulent charge for {$42.00} would be reversed although it might take a week. 


XX/XX/XXXX : nothing has been reversed, the account balance is {$81.00}, including the original XX/XX/XXXX fraudulent charge for {$42.00}, and accumulated late charges and interest. Today I plan to file a complaint with the Consumer Financial Protection Bureau ( consumerfinance.gov ).

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief