Consumer complaint received 2025-03-11 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: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I was alerted by RBFCU via text of fraudulent purchases made on my credit card on XX/XX/XXXX. I immediately froze my card and called RBFCU to alert them of the fraudulent purchases and immediately dispute them. A case was opened and I was told to wait for further contact. I was not contacted by RBFCU until I received a letter in the mail on XX/XX/XXXX stating the investigation found that the transactions were valid and authorized. I called the number provided on the letter to request more information since I did not conduct or authorize these transactions. I have a photo I had taken in my home at the approximate time of the transactions and timestamped receipts from other businesses proving my location during the unauthorized use of my card. I was advised by the representative that these were not needed and that my case would be reopened. They let me know I would receive a call back from the investigator. I did not get a call back 2 weeks later so I called again on XX/XX/XXXX to request to speak to an investigator and was told they could only put in a request for a call back. I waited an additional 2 weeks and called again on XX/XX/XXXX to try yet again as I did not receive any contact from the credit union or fraud investigators. They yet again let me know there was no way for me to speak to anyone right away or get transferred so they input another call request. My final and fifth call to RBFCU occurred on XX/XX/XXXX. I expressed my frustration in not receiving any contact regarding these unauthorized purchases. The representative let me know he could not see why I was not getting any contact back but he could see that no one had reached out but no other information was available. He told me someone would certainly call me by today, XX/XX/XXXX. When the day came and went, I decided I had to take additional action as it was clear I would not receive help from inside the organization. The " investigation '' has been ongoing and not appropriately resolved for almost 3 months causing me great emotional distress worrying that I may be stuck with the charge of these transactions I did not approve or complete as well as causing disruption to my daily life as I would have to step away or leave work to make these many phone calls. RBFCU did not follow the proper steps of a thorough investigation and these charges are still on my credit card. The purchases are far out of line from my typical purchases, in both amount and location. Likewise, the stores at which the transactions occurred are approximately 50 minutes from my home and in an area of my city I do not work near or visit. I was not asked for any of the documentation I have to verify my whereabouts or my purchasing patterns, even when I offered it. I was also not given a chance to send in a written, signed statement nor give any input or explanation for the reason surrounding the fraud. For context, my card did not go missing. I had decided I did not want to continue using the physical card and only wanted to use it virtually in approximately XXXX of XXXX so I threw the physical card away. I did advise RBFCU of this as well when I called, but have not had a chance to explain the circumstances regarding my card disposal to an investigator.

Company response to consumer: Closed with explanation