Consumer complaint received 2024-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CLGF Holdco 1, LLC
State: MN

Complaint narrative:
I was trying to make a purchase at a merchant and i received a text message during the purchase asking me if the purchase was fraud i misread the text and thought it was asking me if i was making the purchase so i replied with Y and after rereading the text for a second time when the purchase did not go through i saw that it was asking me if it was fraud rather then if I was making the purchase so they put a block on the merchant. So I called to let them know that I accidentally replied to the fraud text with a Y rather N and that the purchase was not fraud it was me trying to make the purchase. The first lady I spoke to then said she understood and told me she would remove the hold from that merchant. So after I got off the phone I went and tried to make a purchase with the merchant again and yet again I got failed attempt because the card holder blocked the purchase. So I called them back again and asked why I still am unable to make purchases with this merchant. And the man I spoke to told me that now their system has flagged the purchase from this merchant and that there was nothing they could do and I would not be able to make purchases from this merchant. I asked why because I am telling you it is me trying to make this purchase there should be no security issues and I was told there was nothing he could do. So I asked to speak to a manager and XXXX came on the line and I explained my situation to her and again she told me their system has flagged the merchant and their was nothing they could do. I asked why when I just called to verify it was me making the purchase would their system flag the purchase the very next time I tried. And got no response to that question. And when I asked who I needed to speak to so that I am able to make purchases from this merchant I was told there was nothing they could do. And I said I have already made one purchase to this merchant and it posted to my account. I accidentally replied Y instead of N to the text message and called to clear that up now your telling me after I called and you removed the block that your system has flagged the purchase and now there is nothing that you or anyone can do? I just will never be able to make purchases from this merchant? She replied with im sorry but there is nothing we can do. I asked should I call XXXX would they be able to remove the block and was told no that no one can. I said that is absolutely ridiculous and I couldn't believe that after calling and verifying it was indeed me trying to make the purchase that the very next transaction your system blocked it for fraud even though I had just called. I said that was bogus and something needs to fixed. And now I am filing a complaint with you to help me get my purchases with this merchant allowed and their flawed system fixed. Because if I call and tell them it is me trying to make the purchase that should be enough for them to allow the purchase.

Company response to consumer: Closed with explanation