Consumer complaint received 2023-11-24
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Marlette Funding, LLC (IL)

My name is XXXX XXXX. Best Egg credit card account number is XXXX. My address is XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. The last four digits of my social security number is XXXX. 
There is a reoccurring charge on my Best Egg credit card account from XXXX Credit Report that dates back several months ago. The subscription was cancelled within the free trial period via customer service through telephone. However, my credit card was still charged for the subscription the next month. At that time, I contacted XXXX who indicated that they could not locate an active subscription in my name, and they could not tell me the reason that the charge was continuing to occur. Without being able to locate a subscription, the rep informed me that there was no account to recall credit card account information for a refund issuance. Therefore, I contacted Best Egg to submit a dispute claim. At that time, I requested that the old credit card be deactivated and a new one issued. I received a new card with a new account number. Nonetheless, the charge has continued to occur. 
Today on Friday, XX/XX/23 at around XXXX XXXX, I contacted Best Egg to find out how to prevent these charges once and for all and to file yet another dispute for the months that the charges have continued fraudulently. I spoke to a rep who stated that his name was XXXX, rep ID number XXXX in the Fraud department. XXXX was very rude and insisted that I had to have a subscription with XXXX. He also insisted that I would have had to have received an email from XXXX confirming cancellation. He commented that XXXX was a huge company, therefore, I would have had to have received written correspondence from them. In essence, XXXX was implying that the dispute that I filed months ago and the information I provided at that time was not valid. I then asked to speak with a Supervisor for escalation. XXXX stated that a Supervisor was not available. I then asked to speak to another representative in the Fraud department. He stated that he was the only Fraud Specialist in the department due to it being the day after XXXX. I told him that I did not wish for him to file the dispute, and that I would call back to speak with a Supervisor. When I called back, I spoke with a rep who stated that she was in fact in the Fraud department but would need to place me on hold due to a security block being placed on my account. After holding for nearly 15 minutes, she came back on the line to state that she would not be able to continue with the call due to the security block until I validated my account by uploading a copy of my driver 's license and a recent utility bill. In all the time that I have had my Best Egg credit card, account security has never been a question. It is clear that the previous rep XXXX placed the block on my account in retaliation after I insisted on speaking with management or another team member within the XXXX department.