Consumer complaint received 2026-01-13 00:00:00
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: Winklevoss Exchange LLC
State: CA

Complaint narrative:
On XX/XX/XXXX, I discovered that unauthorized transactions were pending on my XXXX  credit card issued by XXXX. The transactions were : XX/XX/XXXX ( date posted ) {$1100.00} - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I did not authorize these charges, and I did not receive any goods or services from these merchants. I have not shared my credit card or account information with anyone and keep my card and credentials secure at all times. 

I immediately reported these charges on XX/XX/XXXX while it was still pending, explicitly stating that my card had been stolen and charged without my authorization. The rep noted that I have to wait until the transaction was posted before I can officially dispute it, but in the meantime she will cancel my card and issue me a new card. The next day I saw the transaction posted, and once again called XXXX  to dispute this. I reiterated that my card had been stolen and this was a fraud/ identity theft issue, not a regular dispute. On XX/XX/XXXX, I received an email stating my claim was denied, without any explanation or details as to how they determined the claim. The dispute team never reached out to me or requested additional information or supporting documents before sending me this denial email. The only detail included was that XXXX  denied my dispute, classifying it as a billing error, despite my consistent statements from the outset that this was a stolen card / identity theft situation. I continued to contact XXXX  XXXX  via phone calls, submitted an official Police Report ( # XXXX ) on XX/XX/XXXX to the XXXX XXXX XXXX, requested a final determination letter, and made multiple attempts to escalate the case for reopening. At no point did the dispute team request any additional information or documentation from me ; I gathered and submitted all supporting materials myself, as the team was unhelpful and ignored every complaint I filed. Besides the auto response emails I received from the Support team, nobody from the dispute team reached out to me. On XX/XX/XXXX, I received the mailed letter only stating the claim was denied, and I would need to request supporting documents if I want them provided to me. Once again, I called XXXX  support, and was only given a link to a XXXX  where I was told I can provide additional supporting documents. I decided to file a police report and add to my claim, since there was literally nothing else I knew of to provide. So I filed a police report and submitted that through the link on XX/XX/XXXX. 

On XX/XX/XXXX, I finally received a response from the dispute team, reiterating that the claim was denied due to compelling evidence from the merchant. They did not address any of the supporting documents I provided indicating this was a fraud case, nor did they supply the requested final determination letter. After receiving this response, I conducted further research and learned about the fraud affidavit, which was never suggested or provided to me. I have now completed the affidavit and am submitting it along with the police report and my sworn statement to support the reopened dispute. 

Since the denial, I have submitted new evidence to support my reopened dispute : 1. An FTC Identity Theft Report, serving as an official affidavit of unauthorized use.

2. A police report ( # XXXX ) documenting the unauthorized transactions. 

3. A sworn statement / affidavit that I prepared and signed under penalty of perjury.

( I have attached all 3 documents in this complaint. I have also attached all emails showing the timeline of events. ) Despite providing this evidence, the dispute teams response has remained insufficient and did not address the new documents. I am requesting that the case be reopened promptly, that these charges be reversed, my account credited, and my account records updated to reflect no liability. I am also requesting a formal final determination letter outlining the resolution of this reopened dispute. 

I am submitting this follow-up complaint because XXXX  continues to misclassify my identity-theft / stolen card fraud as a billing error, despite my very first call clearly explaining this was a stolen card and fraudulent transaction. Their previous response simply reiterated that my claim was denied and did not address any of the concerns I raised, nor provide supporting evidence.

This is a stolen card / identity-theft case, not a routine billing dispute. I reported the charge immediately, canceled my card, and followed all instructions. I filed a police report and uploaded documentation as instructed. I have requested the evidence XXXX  reviewed multiple times ; none has been provided.

Procedural Gaps : Denial without providing the evidence they claimed to review.

Misclassification of the dispute as a billing error instead of fraud.

Delay in requesting police report and supporting documents until after denial.

No outreach or investigation prior to denying the claim. 

XXXX Zero Liability Protections : This charge qualifies under XXXX Zero Liability protections, which obligates the issuer to reverse unauthorized charges if the cardholder satisfies all requirements. I have satisfied all conditions, including : Prompt reporting of the unauthorized charge.

Reasonable care of my card ( never shared, never lost ).

Steps taken to prevent additional charges ( card canceled, replacement issued ).

Despite meeting all these protections, the issuer misclassified the case, denied my claim, and failed to provide evidence or a proper investigation.

Timeline Recap : XX/XX/XXXX : Noticed unauthorized charge, called support. 

XX/XX/XXXX : Submitted dispute in app, fully explaining identity-theft. 

XX/XX/XXXX : Received denial notice ( no evidence provided ). 

XX/XX/XXXX : Submitted formal complaint through XXXX  complaints site. 

XX/XX/XXXX : Received mailed letter stating documentation could be provided upon request ; still none provided despite multiple requests. 

XX/XX/XXXX : Received email reiterating dispute denied and providing no explanation or response to the issues I raised, and the new evidence I provided. 

Per my rights under Regulation Z ( 15 U.S.C. 1643 ) and the XXXX Zero Liability policy, I am not liable for these fraudulent charges. I am providing this information so the company can fully review the case with all supporting documentation. I am willing to provide any additional documents if needed.

Company response to consumer: Closed with explanation