Consumer complaint received 2016-08-13
Company: CHECK INTO CASH INC.
State: SC
Product: Prepaid card
Sub-product: Payroll card
Issue: Unauthorized transactions/trans. issues

Complaint:
On XXXX XXXX, 2016 I was reviewing my account online and noticed five fraudulent transactions and five attempted fraudulent transactions that were declined on my account. I immediately called US Money XXXX to let them know of the fraudulent transactions on my account. They said they noticed the attempts on my account and they said they froze the account so no more transactions could occur. When I asked them if they froze my account on XXXX XXXX how could seven more transactions occur from XXXX XXXX thru XXXX XXXX. There was silence on the phone and they could not give me an answer. I immediately went back on line to print my account transactions and was not able to. I called back to US Money XXXX to ask how come I did not have access to my account and they said the account was frozen on XXXX XXXX not on XXXX XXXX as the representative told me. At that time, I asked for a replacement card and they told me a replacement card would cost {$40.00}. I asked why and they said that was to expedite the card. I told them to send it regular mail so there would be no extra charge. I also asked at that time if they could send me a dispute form and a complete statement of all of my XXXX transactions. They said they would email it to me within XXXX hours. It took three phone calls and two emails to finally get the dispute forms and I still have not received a complete XXXX statement. I called them back after seven business days to let them know that I have not received a replacement card. The representative told me that the card was returned to them with an incorrect address. I do n't understand how this could occur since I always receive statements and checks from them. She told me that she would resend the card and I should receive it within five to seven days. When the end of XXXX came, I called again to let them know that I still do not have a replacement card and would like a card to get access to my remaining funds. On XXXX XXXX, I called and let them know that I still do not have a replacement card. They received my dispute forms with the police report I filed on XXXX XXXX. On XXXX XXXX they sent me a response letter stating that they were unable to assist in the recovery of these funds because they claim that the transactions were made face to face and the card was present. They also said that since I failed to contact customer service until four days after the transactions that my claim was not eligible for reimbursement. I called US Money XXXX again and asked for copies of all of the fraudulent transactions and was told that I would have them in twenty four hours via email. Still as of today, I have not received a replacement card, can not access my funds and I have not been reimbursed the {$220.00} of the fraudulent transactions. They did credit my account {$5.00} in fees on the attempted fraudulent transactions. All of these transactions were not face to face and they were all on line transactions. I tried calling US Money XXXX parent company, Check Into Cash, to see if they could assist me and so far I have had no response. Several things about this do not make sense. They claim all transactions were face to face with card present and as you can see they were internet transactions. I reside in South Carolina and have possession of the card and the fraudulent transactions took place in New York. I do not understand how come they will not send me a replacement card so I can access my funds and do not understand why they will not send me any supporting documents. They seem to want to help me until they ask me if I still work for Check Into Cash. I tell them no and then they get abrupt and cold with me. I worked for Check Into Cash for three years and I do not know why that every time I called them they asked this question " Do you still work for Check Into Cash ''? I have never received a text alert in 31/2 yrs

Company response to consumer: Closed with explanation