Consumer complaint received 2023-05-30
Company: Continental Finance Company, LLC
State: TN
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:
I have a XXXX XXXX that is through XXXX XXXX XXXX and issued by The Bank of Missouri. My card came up missing and two fraudulent charges were made to my account on XX/XX/XXXX. There was a charged made to XXXX XXXX in the amount of {$69.00}, and another one to a place called XXXX for {$1300.00}, with charges were made on the same day, which was XX/XX/XXXX. I called and reported the fraudulent charges a few days later when I realized my card was missing. I spoke with a department who told me that they had cancelled the card and would issue another and it would be mailed out. They never mailed out another card, but sent me a letter saying that they had decided to revoke my charging privileges and did not issue me a new card, which is fine. The problem is that I reported the fraudulent charges and they are not addressing both charges. I have called in to Customer Service several times and advised of what charges were fraudulent and was assured they would be taken care of. After a while I did see that they did do an adjustment for the XXXX XXXX charge of XXXX but the charge for XXXX for XXXX was not adjusted, I called in when I saw this and spoke with a customer service agent who advised me that she did not see the charge either but showed the processor was someone named XXXX and provided me with a contact number and email address to send information. I called and did not reach anyone but did leave a message that same day. I also sent am email to the email address provided of XXXX, and advised that I did see that only of the two charges had been adjusted and advised that the other charge made on the same day was also a fraudulent charge, and a week letter I have not received a reply or a response to my email. In the mean time I did get a Unauthorized Charges Claim form dated XX/XX/XXXX, to complete and sign. Upon reviewing the claim form, I noticed that the charge to XXXX was also missing on the form under the list of fraudulent transactions. I manually added the charge to the form and signed and dated the form. Again, I emailed the form along with an explanation advising that the charge to XXXX was also fraud and made on the same day as the XXXX XXXX charge and was fraudulent and needed to be added, as it made no sense they would give me an adjustment for one but not the other when the charges were made the same day! In addition to emailing the form to XXXX, I also faxed it to the number XXXX as indicated in the letter. I also mailed the form back to them. The same day. I waited a few days to see if the charge would be added and it was NOT, so I contacted Customer Service again and spoke with a manager who advised that he would get the charge sent up to have it reviewed. Its been a week and the charge is still out there on my account and not adjusted and its been three 3 weeks since I initially reported the fraudulent charges.

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 explanation