Complaint sub-issue: Charged for a purchase or transfer you did not make with the card

On XXXX XXXX 2021 I purchased XXXX {$100.00} XXXX XXXX XXXX from XXXX XXXX located on XXXX XXXX in XXXX XXXX, Oregon. I wrapped them and placed them under our XXXX tree as part of my childrens XXXX gifts. The morning of XX/XX/2021, we woke up and unwrapped our XXXX presents. I have video proof of my kids opening them and them being still in their original packaging and never having been opened or used. 

After we finished opening gifts, I went to the website on the back of the card XXXX to register the card ending in XXXX so they could use it. I immediately learned that someone in XXXX XXXX California had fraudulently used the card for a purchase just under {$71.00} on the card on XX/XX/2021. There is also another pending charge for {$2.00} from some other company in XXXX XXXX for the same date. This was not me, as we live in Oregon and I can prove we were here in Oregon on that date. I can also prove that we had never opened the cards until XX/XX/2021 so even we never had access to the card or card number. 

I called the number from their site of XXXX and not nothing but the run around from XXXX of their customer service reps. I talked to people who claimed that they were managers and they still refused to say anything that we will mail you paperwork and MAYBE you will get the money back that was stolen. On top of that, the balance that hadn't been stolen is now locked and they are refusing me access to any of it until I get these alleged papers in the mail. I say alleged because with how I was treated and spoken to - I frankly do not trust these people to do the right thing and return my XXXX XXXX PRESENT that was stolen by thieves AND by these shady reps. 

Several times I asked for a name of their corporate company and a phone number and they refused. I even have it all recorded since I have cameras in my home and they were on speaker phone. So I can prove the reps refused to give me any information or help and were doing everything in their power to ensure I not only lost the {$73.00} in fraudulent charges but also the remaining balance of {$27.00}. They told me I had to wait for the forms that are supposedly coming in the mail and that it could take XXXX DAYS to resolve. XXXX MONTHS for my child to be able to use his XXXX present. A REAL bank with REAL customer service would have issued a temporary credit while it was investigated. They also immediately panicked when I told them I have it all recorded since I have security cameras and they were on speaker phone, and hung up. In my opinion, this further proves they are shady and going to try to not appropriately handle the fraud as they should since if they were above board, it shouldn't have mattered if it was on record, right? 

This whole interaction caused me to have a XXXX XXXX ( I have XXXX and can prove that too ) because as I XXXX mother with an XXXX XXXX XXXX XXXX XXXX, I have to work hard to not only provide food and shelter for my kids by myself, but even harder to be able to provide them nice gifts like this. The way I was treated by the customer service reps ( who really should have titles because service is NOT what they provided ) ruined our XXXX morning. I had a child who was heartbroken that he was not going to be able to use XXXX of his new electronic toys because he could not purchase games for it due to this. 

I have also filed a police report with XXXX XXXX XXXX of the XXXX Police Department regarding the whole thing. That police report number is XXXX. It was filed XX/XX/2021 at approximately XXXX XXXX. I have also attached the pics of the front and back of the gift card, the receipt from when I purchased them, and a photo of my kids opening them BRAND NEW and NEVER USED on XXXX morning ( I have video as well )