Consumer complaint received 2018-10-20
Company: CARD Corporation
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
On XX/XX/2018 I had a deposit of a decent amount of money placed into my account, because of the amount that was deposited into my account. I signed up for alerts by text message so any time a transaction is successful I will receive a text message. Well roughly around XXXX that same morning I checked my balance before i had taken my kid 's give school and everything was fine. After I dropped them off I went to the ATM machine to withdraw {$100.00} from my account. Normally I don't get a receipt, but this time I did and it was one that showed my remaining balance. After my transaction was complete i looked at my receipt and noticed that I was missing money. So I tried not to freak out and I went home right away because the only text message that I received was for my arm transaction. I get home and log into my account and see that I was charged twice for the Atm fee. The bank charged me {$2.00} and card.com charged me {$2.00}. I was also charged twice for the monthly fee and I had a unauthorized transaction in the amount of {$280.00} from XXXX XXXX XXXX XXXX in XXXX CA. I was very mad for one I just barley opened the account in XX/XX/2018 and only used it once. I loaded {$20.00} onto my card for some online gaming which they instantly taken the {$9.00} fee from that load i was so mad. But anyways so I call the hotel up and asked the lady why is there an unauthorized charge on my card for {$280.00}. She ask me for my first name so I give it to her. She then turns around and tells me it's a charge for the room for one night. That supposivley I was checking in on XX/XX/XXXX checking out XX/XX/XXXX. I said excuse me it's an unauthorized charge so therefore I never reserved a room so I need a refund. She tells me no it's there policy and that the room was booked online through a third party billing company which she had told me XXXX. Now I was never provided a reservation number of anything. So I call XXXX because I have an account with them. I provided the lady with my information and there was no record of a room reservation. By then I'm beyond frustrated so she asked me to give her the name and number for the hotel so she could see what was going on. I'm On hold waiting the lady comes back on the phone and says the reservation was done through Hotels.com and provides me with a reservation number. So I call them and let them know what's going on. The guy sees that there is a charge and a reservation was made so he tells me told wait on hold so he could call the hotel to see what he could do. He comes back on the phone and tells me a refund can't be issued because the room had to be cancelled within 24 hours and there policy is to charge for one night. I told him so you think it's okAy to steal from me because I can't cancel something I never reserved. He said well then file a dispute with your bank. So I log back into my card.com account and filed the dispute. After I submitted it i called them right away to make sure that they got it. The lady tells me yes they got it but the dispute is not acceptable because the charge is still pending. Once the charge settles file the dispute right away so that I can get provisional credit. Then she turns off my card now I have no access to my account of funds mails out a new one which took 7 days. So the charge settles on XX/XX/XXXX so I filled my dispute claim again. Call them to see if they received it and asked about my provisional credit. The lady tells me if doesn t work like that and that they have up to 90days to comply an investigation. I told her that's not what I was told she then turns around and tells me I'm sorry you were provided with the wrong information but the gon na have to wait. I was so mad the next day I ca! l again and that rep tells me 20 business days from the day I submitted my claim is when I would get provisional credit which is basically a refund. I'm just not having it. I want until the next day again to call and that rep tells me I will be receiving my provisional credit on XX/XX/XXXX which is today and I didn't get anything. I want my money back asap.

Company response to consumer: Closed with explanation