Consumer complaint received 2021-12-14
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Fraudulent charges in my Union Bank credit account : Sequence of events : XX/XX/2021 : Email regarding fraud alert, I reply indicating that these transactions were not performed by me or someone authorized to use my card. 

XX/XX/2021 : Email regarding fraud alert, I reply indicating that these transactions were not performed by me or someone authorized to use my card. 

XX/XX/2021 : Email regarding fraud alert, I reply indicating that these transactions were not performed by me or someone authorized to use my card. 

XX/XX/2021 : Letter from Union Bank Fraud Department ( attached ) resolving part of the fraudulent transactions ( only {$60.00} ), but still pending several for the amount of {$70.00} XX/XX/2021 : Called and left voice message to Fraud department at XXXX PDT and XXXX PDT XX/XX/2021 : Called and left voice message to Fraud department at XXXX PDT XX/XX/2021 : Called to customer service to close the account as I am not getting any response from the Fraud department regarding the rest of the fraudulent transactions and I do not wish to have any further fraudulent actions. 

XX/XX/2021 : Called and left voice message to Fraud department ( main line and the designated analyst, XXXX ). 

XX/XX/2021 : Confirmation letter that the credit account is closed. 

XX/XX/2021 : Called customer services, at XXXX PDT, XXXX # XXXX attended my call, and help me, and informed me that she sent to dispute the pending transactions, informed that I am not responsible for any late fees or any charges until these are investigated. 

XX/XX/2021 : Called customer services at XXXX PST, XXXX attended my called and she resubmitted/reworked my petition. 

XX/XX/XXXX and then XX/XX/2021 : Received a letter each of these dates from collections department related to the fraudulent chargers. 

XX/XX/2021 : Called customer service at XXXX PST, attended # XXXX, she indicated that they missed to mark a box on my file regarding the fraudulent transactions, she apologized and marked the box and indicated that a fraud analyst would follow up. I mentioned about the letters received from collections. 

XX/XX/2021 : Called customer service at XXXX PST, XXXX informed me that I have a case # XXXX XXXX XXXX XXXX, with fraud analyst XXXX and should hear from her soon. 

XX/XX/2021 : Mailed to Union Bank collections and fraud departments same letter dated XX/XX/2021 ( attached ), requesting their attention to this matter, via certified mail. 

Dated XX/XX/2021 : Received exact same letter from Union Bank Fraud Department ( attached ) resolving part of the fraudulent transactions, but still pending several for the amount of {$70.00}, the letter is exactly the same as the one dated XX/XX/2021, just different date on the top, it does not indicate any new revision to the pending fraudulent charges. 

XX/XX/2021 : Contacted XXXX for support. 

XX/XX/2021 : Received information from XXXX and I started preparing the material to submit to consumerfinance.gov/complain, per their guidance. Email attached. 

XX/XX/2021 : Called fraud line at XXXX PST and left a message to the two fraud analysts : XXXX and XXXX, indicating this situation.

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 monetary relief