Consumer complaint received 2023-07-10
Company: HILLTOP HOLDINGS, INC
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I woke up early on XX/XX/2023 to get ready for work, but I noticed an email about fraudulent charges and then saw text messages from my bank asking to confirm these charges which prompted me to immediately cancel my debit card and contact my bank about the charges. There were 4 fraudulent charges the night before on the XXXX with only 2 going through and one being charged with XXXX dollars. A XXXX XXXX charge for {$690.00} was attempted as well but was declined so only the XXXX charge for {$740.00} and the insurance charge for {$55.00} went through and my account was charged. My card ended up getting killed and I paid to express ship a brand new card to me since the only currency that I have earned and worked for is on that account. I reached out to the bank about the charges so they can investigate and eventually credit me the amount I lost from these charges. I was eventually contacted by XXXX XXXX from PlainsCapital that was acting accusatory of me with these fraudulent charges. I was at work so I had to reschedule the call for tomorrow and she then proceeded to question me about these charges. I obviously didn't know anything about these fraudulent charges since they were not done by me. She was rude and seemed to be against me from the start, she did not seem like she wanted to help and ended our conversation that the investigation will continue and that the new information will be found while hinting that it will not be in my favor. I am not sure when but very early on, she asked me if I knew anyone named XXXX, and that the email that the charged were placed on had that name. I then filed a police report on XX/XX/2023 XXXXXXXX XXXX  to help my investigation and listed all the information I knew about the time and dates of the charges and information about trying to work with XXXX. I was contacted by XXXX days later about the insurance charge where I learned was for the tickets purchased, she refused to help me and kept claiming that " no other party benefited '' hinting that I am one that made these charges. The provisional credit I received for that charge was taken away from my account. XXXX refused to work with me and was adamant that I made that purchase with backings. How am I supposed to know anything about these charges if I did not make them? Days later the same thing happened with the ticketmaster charge that went through with XXXX repeatedly claiming multiple times that " no other party benefited '', while mailed letters that I received from PlainsCapital showing the transaction details that had my name and address listed with the email being listed as XXXX XXXXThe IP address from the charge placed was also listed that could of been used to find the source of the fraudulent charges but XXXX refused to help or work with me and was XXXX bent on me losing my provisional credit. How can she accuse me of placing those charges when another email address was used, when their is a trackable IP address that will reveal where the charges were placed, and with me being alerted by the bank itself about these charges being fraudulent through email and text? The first text message I received was asking me if I am allowing the purchase, I sent nothing in response as I was sleeping at night while the next charge went through without my permission or my knowledge, or without any text alert asking for permission, why am I being punished for the failures of PlainsCapital security? It seemed to work the first time with it asking me then seemingly failed due to the faulty security. She also told me the ticket charges were for a XXXX XXXX game in XXXX on XXXX XXXX at XXXXXXXX XXXX She claimed that it was going to be up to the account officer on what was gon na happen with the investigation but her tone suggested that the investigation was over with her purposely not doing her job and taking proper measures to investigate thoroughly. No steps were taken to reach a solution and help me with these fraudulent charges. She did not attempt to try to contact the stadium, team, parties involved in the transaction, or the Police Department, to use the IP address to find the location of the charges, or ask my job if I was at work during the time of the charged being placed or the day of the game. I am going to speak to an attorney and representatives on what my next steps should be as the amount of these fraudulent charges are great in number and I have been cheated by XXXX XXXX and PlainsCapital Bank with my OWN hard earned money. I will continue to find ways to fight for this as I am XXXX XXXX XXXX and will be returning to college soon where every cent that belongs rightfully to me matters. As I am going over the documents that I was sent by PlainsCapital Bank, it is even more evident that these charges were not from me as the statement from the merchant says the tickets were transferred to another person named XXXX XXXX. Another piece of evidence that I couldn't have authorized this transaction is that the statement says the transaction was placed in XXXX, Tx. I work and live with my parents in XXXX, Tx. I have multiple people and my job to prove my locations during the dates of the charges being placed and the game itself. The account on which the charges were placed on had an age of " XXXX '' and the account name on page XXXX sent to me has it named XXXX on the top right. It was created with the email XXXX with the device IP being XXXX. XXXX XXXX refused to look at the evidence of these fraudulent charges. I will work with an attorney to find out more information about these charges that XXXX XXXX DID NOT tell me. She did not tell me or ask or try to inquire about any of the things that I have just stated before closing the investigation. How can the investigation be concluded if I was not aware of this information and was only shown through mails days after it has ended? How can the basis of XXXX 's reasoning to end the investigation and take away MY money be made from " that no other party benefitted '' with evidence that I did not do these charges while there is evidence that other NAMED people have had committed this fraud with my account.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief