Consumer complaint received 2024-08-28
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Neon Newco Corporation (NJ)

Good evening I have had an fraudulent transaction on my account that was placed on XX/XX/XXXX from XXXX XXXX # XXXX for the amounts of {$1500.00} and {$2.00} I called XXXX XXXX support and notified them of the transaction and they locked both of my accounts. I had to submit an dispute due to the person taking my information with customer support not putting the dispute in the time I notified them about the fraudulent transactions that occurred on XX/XX/XXXX, so the dispute was done on XX/XX/XXXX and the dispute # XXXX. They informed me that I needed to wait 10 business days to receive a provisional credit for the {$1500.00}, which would have been on XX/XX/XXXX, which is today. I do not feel as if I should have had to wait that long to receive a credit due to my account being locked and verified multiple times in the past 3 weeks. I have had my routing number and account numbers changed multiple time, along with receiving a different physical debit card and virtual card and I have still not been able to receive any additional help with resolving this issue. I am a single parent that has not been able to pay my bills due to this issue going on over 2 weeks now and I am having issuing unlocking my account due to me not having an updated drivers license due to my license being suspended and me only having an municipal identification that was used numerous times to unlock my account in the past 3 weeks. I am just seeking help on unlocking my account and receiving my credit for {$1500.00}, so I can take care of my children, This issue needs to be resolved as soon as possible, please and thank you. 
Desired Outcome/Settlement Desired Settlement : Refund None Provided Message to the Consumer on Wednesday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ, XXXX Dear XXXX XXXX XXXX Thank you for contacting the XXXX XXXX XXXX XXXX This message is in regard to your complaint submitted on XX/XX/XXXX against XXXX XXXX XXXX XXXX Your complaint was assigned ID XXXX. 

Now that I have filed, what is the next step? 

We have accepted your complaint and have forwarded it to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed. 

What if I do not agree with the response from the business? 

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at XXXX What happens if a business does not respond? 

The XXXX  will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. The XXXX  is not an enforcement agency. We can not compel a business to respond. However, failure to do so XXXX result in a negative impact on their XXXX rating, which may drive away future customers. The XXXX can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 

Feedback from consumers is vital to XXXX. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact me with any additional questions or concerns. 

Sincerely, XXXX XXXX Disputes Resolution Specialist XXXX Message to the Consumer on Wednesday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Dear XXXX XXXX : This message is in regard to your complaint submitted on XX/XX/XXXX against XXXX XXXX XXXX XXXX Your complaint was assigned ID XXXX. 

The XXXX XXXX XXXX  has received a response from the business in the above-referenced complaint case. Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, the Bureau will assume you are satisfied and will close your complaint. 

Please be sure to indicate whether the business ' response is satisfactory or not and how you would like to proceed in this matter. 

Please note the text of your response will be publicly posted on the XXXX web site ( XXXX XXXXeserves the right to not post in accordance with XXXX policy ). Please do not include any personally identifiable information in your response. By submitting your response, you are representing that it is a truthful account of your experience with the business. XXXX XXXX XXXX  your complaint to protect privacy rights and to remove inappropriate language. 

If you are unable to respond using the internet, then please respond in writing to the address above or Fax to ( XXXX ) XXXX. 

Sincerely, XXXX XXXX Disputes Resolution Specialist XXXX MESSAGE FROM BUSINESS : Thank you for submitting your complaint through the XXXX XXXX XXXX XXXX and for allowing us to respond. 

Per our investigations team a review has been conducted, and your account has been unlocked as of XX/XX/XXXX. A provisional Credit was issued on that same date in the amount of {$1500.00} to your XXXX XXXX XXXX account. Your dispute is currently being reviewed by our investigations team. You will receive a Final Determination Letter once the dispute process has been completed. 

Thank you for allowing us to respond to your complaint. XXXX XXXX strives to provide the best service to all of our members and we are sorry that we did not meet your expectations. We will strive to do better in the future. If you have additional questions, please feel free to submit a support case at XXXX XXXX XXXXe or call XXXX and we will be happy to help. 


Proof of identity theft still occurring