Consumer complaint received 2022-06-28 00:00:00
Product: Credit card or prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: Payfare International Inc.
State: CA

Complaint narrative:
This complaint is one made against the XXXX card ( by PayFare ). This is a card that XXXX offers their XXXX delivery drivers such as myself as a payout option to get our payouts/earnings faster. On XX/XX/2022, someone obtained my card info and charged {$87.00} from XXXX. PayFare has NOT resolved the issue! They have not even reached out to me! I have never been able to speak with them, ever, despite the fact that I have been on hold being transferred to them for XXXX minutes, XXXX minutes, and XXXX minutes. XXXX minutes is how long I was on the phone today trying to speak with them again by the way. One phone rep just simply told me theyre not available to speak to and that theyd email back in XXXX hours which was 5 days ago. Communication was an issue prior to that 5 days ago and it still remains an issue now. PayFare has ignored my emails, calls, and doesnt seem to care about responding or investigating to resolve the issue by refunding me my money that was stolen, locating & investigating the thief/hacker as well as patching up their security system for any weaknesses that can contribute to a possible data breach within the company. I followed the dispute process for this XXXX {$87.00} charge to a T ( as well as the transfer dispute ) and have gotten nowhere. I am entitled to money that belongs to me and as a cardholder/account holder, I expect my bank, PayFare, to provide safe banking. Safe as in our sensitive banking details are secured by PayFare as well as our money! The money that was in my account is insured and must be returned. I am am extremely disappointed and have lost faith with PayFare. No one is telling me anything and Im getting extremely frustrated having to speak with non native English speakers each time over the phone because I have to reiterate over and over to the point where it is extremely redundant especially when I am spelling things out to them. For example, the XXXX rep today kept saying ( dis-poo-day ) instead of dispute pronounced the way it should in English. Took me 5 minutes to understand what he was even referring to..not to mention his dogs barking in the background. Extremely unprofessional company. 

On XX/XX/XXXX, apparently the the same hacker got into my account and instantly transferred {$91.00} to an external bank account! I dont understand how this was so easy and didnt require any verification. I called the phone number on the XXXX card app which is the same phone number to XXXX. I called immediately and got the transfer cancelled before it has posted even though it was already taken out of my account immediately! This was NOT done by a PayFare rep though. Nope. PayFare is impossible to speak with yet my {$87.00} card charge dispute they say MUST be handled by them apparently instead of XXXX. I was told by a phone rep though that changing my account # is not an option for me even though a hacker obviously had access to it! Its r idiculous that it cant be changed! Especially upon my request. Whats so hard about that? Keep the same one just for a fraudulent transfer to be made again? Maybe its PayFare behind the hacks and the theft. Because Lord knows when theres a dispute, we get ghosted!

I will be contacting my states attorney general if this is not resolved immediately now that I have filed this complaint with the CFPD and have filed a police report.

Company response to consumer: Closed with explanation