Consumer complaint received 2022-06-29
Company: Albert Corporation
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
Albert working under XXXX XXXX XXXXXXXX. Allowed an account to be opened that was not authorized and was opened due to identity theft. With a stolen Email address XXXX, Albert then proceeded to attempt to advise that fraudulent charges that occurred on the account could not be disputed due to " Unusual activity '' with the account. I advised that the charges made on the account were not my charges. Someone stole my wallet and opened the account, Albert never verified any information and continued to open the account without clearing the fraud alert on my consumer files. Albert also allowed fraudulent charges to occur for an advance I never received the advance was then charged to the account for {$200.00} after I advised I never received the advance I was told too bad they can withdrawal that and I owe it because of something I never agreed to. Following that Albert allowed many fraudulent charges to occur from a XXXX I reached out to this merchant who confirmed the charges were fraudulent, I sent that communication tXXXX XXXX The merchant attempted to refund all fraud charges on XX/XX/XXXX. Albert proceeded to tell me the refunds were blocked because the account was " Suspended '' Due to " Unusual activity '' And that they can block refunds. Albert then advised me to go ahead and go back to the merchant and tell them to reissue the credits that they will unblock the account. I did and the merchant was highly upset because they already issued the credits. Albert then proceeds to dispute the charges and then later a month later, advises me they found no error that the merchant confirmed all charges were rendered. I advised thats not true because the merchant emailed me telling me they were fraudulent and confirmed so, and also advised they tried to issue a refund. Albert told me they do not care, they do not have to allow merchant refunds to go through because of unusual activity and that they take supposed security to great lengths. Again I feel that is false since they continue to fraud the account themselves. Albert then proceeds to tell me I owe the {$970.00} FRAUDULENT Dollars they deemed no error occurred on. When I asked why the merchant confirmed it was fraud but Albert confirmed it was not and they told me I can ask for Documentation. So I did and all it says is Dispute revoked. You can clearly see in their documentation from Albert where the merchant tried issuing credits on XX/XX/XXXX and Albert BLOCKED All of the refunds. I feel like this continues to violate my consumer rights, I have provided all documentation and PROOF from the merchant stating these are fraud, and albert is abusing peoples account 's by denying refunds of fraudulent charges and telling me they can do so when an account is suspended. For supposed UNUSUAL AcTIVITY FOR AN ACCOUNT I NEVER OPENED. Again Albert refuses to assist and this claim is not resolved. They blocked the merchant credits, and I will take this to visa and mastercard if necessary.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation