Consumer complaint received 2020-07-03
Company: CHARLES SCHWAB CORPORATION, THE
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I tried to send a money order to my friend in XXXX for food and medicine for my dogs that she is keeping while i'm here like I have sent to her for the last day or two the very same transactions. My Charles Schwab debit card was declined so I called right then while i was still in the store. I had an appt in a few minutes so i wanted it fixed so i could finish then get on to my appt. The girl said it was flagged as a " fraudulent transaction ''. I told the XXXX  girl that i'm standing right in the store making the transactions myself just like i've done for the last several days so why are they just now saying it's fraudulent? Why not say that to all the ones i'd done before when it was the very same thing! XXXX!!!!! I had to hang up because i was late for appt. that was XXXX on XXXX. When i returned home about XXXX i tried to access my online account and couldn't. Said to call number so i did. NOW the XXXX  had locked me out of my online account too!!!!!!! What happened to me in the next 4 plus hours should never have to happen to a customer of any company ever!!! It was a nightmare! I lost count of how many people I spoke too but do know i was on hold off and on for 3 hours!!!!! Each person passing me to the next, the next, the next, without anything being done. Finally one of those  people got my online access to my account restored only to find that my debit card WAS STILL BLOCKED!!!!!! Now i have to start talking to a different round of people for that I find out!!! What I went through and what people told me can only be explained by listening to the " recorded line '' tapes and there are plenty of those. No one would believe these conversations without listening to them. Finally this XXXX person calls me after XXXX and says to me '' you will just have to wait til monday to use your debit card because the ONLY department that can fix ( what we erroniously XXXX XXXX ) your card has gone home til Monday!!!!!!!! So now let me understande what you are telling me, I said, that I am a XXXX yr old single woman with no family, trying to send money for food and medicine for my dogs, ca n't drive because of XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, have no food for 4 days, can't pay contractors that have already started working in my condo, can't pay plumber that is fixing my bathroom already, and can't do anything that requires money until at least Monday when these powerful people finally come back to work, is that what you're telling me? She said YES!!!!!!!!!!!!!!!!!!!! So here I am not able to send money for food for my dogs, not able to pay my workers, not able to buy food for at least 4 days and not able to access MY OWN MONEY FOR at least 4 days!!!!!!!!!!!!!!! For proof of this horrible nightmare you need to demand a copy of all of the " recorded line '' conversations that i had with all the people who rejected me!!!!!

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 explanation