Consumer complaint received 2022-01-04
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I disputed several fraudulent charges to my Union Bank credit card made since XXXX, XXXX. I had not made any purchases to the subject credit card in a few years and did not notice any charges until early XXXX, XXXX. The fraudulent charges are as follows : - XX/XX/XXXX - {$180.00} - XX/XX/XXXX - {$280.00} - XX/XX/XXXX - {$140.00} - XX/XX/XXXX - {$170.00} - XX/XX/XXXX - {$100.00} - XX/XX/XXXX - {$94.00}. 

In addition to the listed charges, my credit card account was also charged a late payment fee in the amount of {$27.00} on XX/XX/XXXX, and {$37.00} on XX/XX/XXXX. I called Union Bank on XX/XX/XXXX when I first discovered the unauthorized charges and reported the above-listed charges as fraudulent. I was informed that the charges would be removed from my account as soon as an investigation was concluded and sent a replacement card since my current account was compromised. Instead of any of the promised actions, I received a collections letter from Union Bank on XX/XX/XXXX letting me know that I had not paid my credit card balance. In response to the collections notice, I called Union Bank on XX/XX/XXXX to determine what actions had been taken with respect to the fraudulent charges. After nearly 3 hours of being transferred from department to department and having to call back in when my calls were randomly dropped, I finally spoke with a customer service manager named XXXX, who let me know that a fraud investigator had not yet been assigned to my case. I was told that one would be assigned in no later than 48 hours, and that I would be able to find out the status of my case. I expressed concern that my credit score would be negatively impacted in the time it took to review the fraudulent charges. I was assured that the matter would be handled quickly and before my credit score was impacted. On XX/XX/XXXX, I received a notice from a credit monitoring service that my credit score went down. I called Union Bank the same day and after nearly 2 hours of being shuffled from various departments, abrupt phone disconnections, and the same circular explanations of a fraud investigation with no access to anyone who could provide the status of my case, I finally was able to speak with someone and was told that a letter dated XX/XX/XXXX was in the process of being sent to me with a form that I needed to fill out to confirm that the charges were not authorized, and finally reverse and conclude the matter. As of XX/XX/XXXX, I have not received any such form. 

I am frustrated and upset that my credit score was negatively affected by what I believe should have been a relatively routine dispute. I have taken every action, given as much time as possible for Union Bank to resolve this matter, and made myself available to respond to any required actions or questions, but at this point, I don't know what to do because I continually receive the same placating and circular responses with no concrete proof of any action being taken to address and remove the unauthorized charges from my account.

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 monetary relief