Consumer complaint received 2016-09-21
Company: OLD NATIONAL BANCORP
State: MI
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
XXXX, there was a fraudulent purchase of a XXXX gift card on my XXXX acct. for {$100.00}. I did not purchase any gift card. I only found out because XXXX tried to put the charge thru the day before & it declined but it went thru the next day when my Social Security check was deposited. They sent an email saying that the card was sent out. I immediately called, spoke with XXXX XXXX XXXX said that it had already shipped but she 'd call carrier to try to stop it & I would n't be charged. She told me to change my password and I did. I got a couple of form emails about security & that XXXX had XXXX the password, etc. When I tried to see who the gift card was sent to, it only said " XXXX, XXXX '' ; the email & address were blocked " for privacy ''. On XXXX XXXX, XXXX XXXX gift card charges went through. When I tried to log on, my new password did n't work but the old XXXX did! Now I had XXXX more fraudulent charges. I called & spoke with XXXX XXXX XXXX promised a refund in 48 hr. When that did n't happen, I called & spoke with XXXX who said it takes XXXX5 days for a refund, which did n't happen either. Then, I asked to speak with a supervisor & got XXXX who said that I would " positively '' have the refund on XXXX. I called back when I did n't, spoke with XXXX XXXX who transferred me to another supervisor : XXXX XXXX who said that " XXXX misspoke '' ; a refund on a debit card takes XXXX10 business days & since it was requested on XXXX, it would be there XXXX. He also said that there was no one else I could speak to & there was no way to expedite the refund. He was sorry that the others had misinformed me but that a refund on a debit card takes XXXX10 business days for the bank to post. I asked to speak with their Accounting/Fraud Dept. & he told me that they were " back room '' & had no in-coming/out-going lines ''. Called XXXX, spoke with supervisor, XXXX who said refund issued XXXX & my bank must 've lost it. She said it showed it had already been processed. XXXX, spoke with supervisor, XXXX, who said that the only way I 'd get a refund was to go to my bank & tell them I wanted to dispute the charges & I would get a refund. The bank had been saying it was an issue that XXXX needed to resolve, not them. I contacted them & disputed it. They denied the claim on XXXX because I 'd done business with XXXX before & they had no way to prove/disprove charges. Of course I 've done business with XXXX before - but not these XXXX gift card charges. I did n't purchase them. XXXX, I called & spoke with XXXX XXXX who said in order to get my entire {$170.00}, she 'd have to put the refund on XXXX gift card & once it was on gift card, she 'd refund it to my debit card. Said she 'd call XXXX to do that. Never heard back from her. XXXX, spoke with XXXX who sent me email with email address for charge inquries ( XXXXXXXXXXXX ) to contact so I " would n't have to deal with this frustration any longer '. XXXX, called XXXX XXXX Bank, spoke with XXXX, Fraud XXXX. XXXX who gave me to XXXX, Customer Service. Spoke with XXXX who said credit had NOT been issued to old or new debit card number. Said she could n't help me because XXXX XXXX had " reached out to XXXX who checked your " profile '' & said you 've done business with them before so there 's no way for " us '' to get " our '' money back, so we declined it. You will need to go to XXXX ''. It 's not their money, it 's my money! I asked her to give me the number that the bank reached XXXX at. Said she did n't have XXXX ; they write or fax. Asked for fax number or address ''. " I do n't have it ''. Said " Give me to someone who does. '' Said could n't, it was the Fraud Dept. & " they do n't have any outside lines ''. That 's the XXXX large company XXXX XXXX XXXX XXXX XXXX XXXX that told me their Fraud Depts. do n't have outside lines.

Company response to consumer: Closed with explanation