Consumer complaint received 2024-04-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CLGF Holdco 1, LLC
State: KS

Complaint narrative:
On XX/XX/2024 I received a recorded telephone call from Milestone MasterCard/Concord credit that they needed me to call them to verify some recent transactions on the Milestone card. When I got home from work that day I tried to log on to my account online account for the Milestone card and I was unable to log on. I've been contacted customer service for the Milestone MasterCard and they inform me that there were several recent transactions that they needed to verify with me to see if they were mine. The customer service representative in the XXXX  department read off approximately XXXX charges and I informed them that none of them are mine that they were fraudulent. I do have a list of all the initial fraudulent charges that I disputed that day on the phone with customer service. I contacted customer service again the following day XX/XX/XXXX and spoke with them and and asked how this had happened. They said that someone had called in and had my last XXXX of my social security number and my date of birth and verified my information that they needed to verify to get into my account. The unknown person then changed my address to XXXX XXXX XXXXXXXX XXXX XXXX XXXX, this is not my address. My email address had also been changed by the unknown person that is how they locked me out of my account they went with the new email that they had changed it to and changed my password so that I can not log on to my account. Going back to XX/XX/XXXX I was told that someone had made a payment that paid off my credit card balance on the account in full. Then on XX/XX/XXXX the unknown person use my credit card information to go XXXX  out my card. I have spoken with customer service at least XXXX times every time something different happens. The customer service department from the Milestone MasterCard and the destiny MasterCard which are both credit cards from XXXX XXXX XXXXXXXXConcord credit , the customer service for both of these credit cards the Milestone and the destiny continue to remove my email address from my account so that I'm unable to log on to either XXXX of my online accounts for both of these credit cards. I will call the customer service and they will add my email back on and then a couple days later I will try to log on to either of the accounts for Milestone Mastercard or destiny MasterCard and I can do neither because it says I do not have an email on file because customer service has removed it. I have asked for some kind of correspondence that there's even an investigation going on and I've received nothing from Milestone MasterCard. Milestone MasterCard reported to the credit bureaus that my updated address was XXXX XXXX XXXX XXXX XXXX XXXX which is a fraudulent address given by the unknown person who changed the address with customer service at Milestone MasterCard. All of the fraudulent charges that were made on the milestone MasterCard we're not verified and did not post to the account therefore the balance was put back onto my account as it should have been. There is XXXX fraudulent charge that was added in the initial dispute that is still showing as I am responsible for it, this fraudulent charge is to a place called XXXX XXXX and the amount is for {$100.00}. my balance is incorrect on the Milestone MasterCard and I have informed customer service at least XXXX times that the balance is incorrect and that's a XXXX  XXXX fraudulent charge of {$100.00} is not my charge.. Milestone MasterCard refuses to remove the {$100.00} of the fraudulent charge that was made to a place called XXXX XXXX and has left it on my account which is making my balance incorrect and I'm being charged interest that I should not be being charged. Milestone MasterCard allowed the fraudulent person that was impersonating me to go purchase all these items on XX/XX/XXXX when the full payment that they made on XX/XX/XXXX to pay off my account was not even verified the bank account that they used to pay my account off with was also fraudulent. I have requested through customer service for the Milestone MasterCard and the destiny MasterCard that they add a phone password to both the account so that nobody can get any information unless they know the phone password.. on several occasions when I would call customer service customer service would not ask for the phone password and we release information without requiring the phone password as they were supposed to, therefore releasing information that should have never been released without verifying the phone password. On a second occasion the fraudster that did pay off my account in full the first time attempted to do it a second time again when I was able to log on to my online account before they remove my email I saw that they were trying to make a payment for {$750.00} which would have paid the balance off again in full they were trying to pay the balance off with a bank called XXXX XXXX XXXX. I saw this and I went in and tried to edit the payment down to {$1.00} although it would not remove the payment it submitted another payment scheduled for XXXX I then called customer service and informed them that the imposter was trying to do the same thing they did the first time and that the {$750.00} payment was not from me nor was my Bank XXXX XXXX XXXX  XXXX bank with XXXX. I then removed my bank information from both destiny MasterCard and Milestone MasterCard due to the fact that they were releasing information requesting the required phone password. I attempted to file a police report for the fraud and the identity theft with the XXXX XXXX XXXX XXXX department, I was unable to complete the report due to the fact that the sheriff said they need a list of all the fraudulent charges.. customer service at Milestone MasterCard said they would be sending me a document with all the fraudulent charges to date I have never received this documentation. The times that I was able to log on to my online account I also signed up for online correspondence and every time I was able to log back on when they were not taking off my email address so that I was blocked out of my online accounts the online correspondence had been removed. The date of the initial dispute of all the fraudulent charges was XX/XX/XXXX the charge for {$100.00} was included on XX/XX/XXXX in the disputed charges. Milestone MasterCard has changed the date on that particular item I believe that was for XXXX  XXXX for {$100.00} and said that that dispute started on XX/XX/XXXX which is not true. I believe that this company has been violating federal and state laws and I ask that you look into it and my rights as a consumer to be able to look at my online account is being violated. I have both of these cards locked and I've asked them to freeze them and they will not freeze them so that they're going to be no more fraudulent charges on them. I asked Milestone MasterCard to contact the credit bureaus to remove the fraudulent address the XXXXXXXX XXXX XXXX XXXX XXXX XXXX and they said that they did not submit that to them that was not true. I tried to dispute the fraudulent address on my credit report and the response I got electronically was that I could not dispute it because it was added on reported by Milestone MasterCard but this was an updated address. XXXX  XXXX has violated my privacy by releasing information and allowing someone to fraudulently XXXX out my credit card before even verifying a large payment of {$750.00} that was submitted online on my online account from a fraudulent Bank XXXX XXXX XXXX. I asked if this be investigated and that this company be held accountable for violating my privacy for locking me out of my online accounts and taking my email address off multiple times which is my username so that I can get on my online accounts because every time I try to log on to my online account now it says there is no username on file for me. I was able to eventually dispute the fraudulent address with XXXX and it was removed from my credit report I have also Frozen my credit files with XXXX XXXX and XXXX. On this complaint here for the credit card information the number of the credit card I only put the last XXXX which was XXXX

Company response to consumer: Closed with explanation