Consumer complaint received 2015-07-08
Company: CHARLES SCHWAB CORPORATION, THE
State: PA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Hello, Fraud was committed on my Charles Schwab ATM/debit card while in I was recently in XXXX. I contacted their fraud department, but for some reason they have decided not to file a claim with XXXX. Thank you for your help in this matter. 

While on vacation in XXXX, XXXX on XXXX/XXXX/15 at approximately XXXX after paying for and receiving a massage the masseuse left the room and XXXX men entered. XXXX stood at the door while the other XXXX men surrounded me. XXXX of them told me to sit down and when I tried to leave was punched in the chest. First they wanted my hotel card then I was told to empty my pockets which I did. XXXX of the guys took my wallet left the room then returned with XXXX credit card bills for me to sign. I stood up and was hit again. I was told if I did n't sign they would hurt me so I signed but half heartedly hoping that it would n't go through. They then told me that if I said anything to anyone they would come to my hotel, find me and hurt me. XXXX of them started to ask where I lived as if they would find me wherever I was. They then let me leave. I researched on the internet and learned it was a common scam in XXXX and although shaken up and afraid they would make good on their threats I decided to file a police report anyway, which is attached. 

I thought that the receipts I signed were for XXXX of my credit cards not knowing that they had ran my Charles Schwab ATM/ Debit card that is attached to my checking account. I had never used it as a debit card, only as an ATM card, and thought, and still do, that it would have needed the pin number to be able to use, so it never crossed my mine that they had used it. When I was home in the XXXX doing my bills I checked my Schwab account and saw that {$1600.00} was deducted from my checking account. 

I immediately called the Schwab fraud department and was told by the representative that it was a charge to a shoe shop in XXXX, XXXX. I was given a fraud report number, XXXX and told that someone would contact me. I was later contacted by XXXX XXXX a fraud analyst at Schwab. I explained what happened and was told that they would reverse the charge and that I should see the {$1600.00} back in my account later that day. Five minutes later I received a call back telling me that he had talked to his boss who decided it was n't fraud but a criminal matter, as if it could n't be both, and that they would not put the money back in my account or file a claim with XXXX. When I asked what I should do to get my money back I was told that I should go back to XXXX and have the police there get it for me. When I told him I could n't do that he told me to go to the local police here. When I asked what the police here could do he could n't answer as we both know there is nothing they can do and it would be ridiculous to file a complaint with my local police as it would just be a waste of their time. I asked if they could file a claim with XXXX and let them decide and was told no. I then asked to speak with his boss, was put on hold and then was told that his boss would call me back. I never heard from XXXX XXXX 's boss. 

Finally, I requested a letter explaining why they were n't going to pursue the claim so I could have a written explanation and decide what to do next. I have attached the letter. As you can see it 's not an explanation at all but a letter thanking me for letting them know that it 's a valid transaction as if I called them to let them know that a fraudulent transaction on my account was valid. They are being disingenuous and insulting. 

Plus another issue is that the charge is for XXXX/XXXX/2015. The incident took place on XXXX/XXXX/15. I 'd like to know why the discrepancy in dates. 

Sorry for the long winded letter but I 'm trying to be thorough as possible. Thank you for your help and time. XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation