Consumer complaint received 2024-10-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: CLGF Holdco 1, LLC
State: TX

Complaint narrative:
We have a credit card with Indigo. We tried using it at a gas station a couple weeks ago when traveling. One charge was able to successfully go through. But the second gas charge was declined. We didnt think anything of it because we did not receive a text call or email. And we used our other debit card. A week or so later we tried using the card again for dinner via an app called XXXX. It declined we tried a couple times it declined. We also tried via XXXX. It declined. We tried using it via the target app to order groceries. It declined. We decided to call and speak with customer service who told us that there was a block on the card from the gas decline. We confirmed that it was a valid charge and not fraudulent and asked why they did not notify us via a call or text. They did not give us an answer and said that they would unblock the card. We were able to use it once successfully through XXXX. However, a few days later we tried and it declined again. We called the company and spoke with customer service and were told that there were multiple declined transactions and thats why the card was not working and that there was no block and that we could try it again after 10 minutes. We waited 10 minutes and the card declined again. We tried again 20 minutes later and the car declined again. We decided to wait and not tried the card anymore to give it some time. About a week later we try to use the card again for dinner and it declined. I called customer service to check on this and they told me that I needed to send authorization. When I asked what that meant, they said I needed to fax or mail a copy of my photo ID. XXXX XXXX XXXX XXXX and this raise a red flag with me. Why would I need to send authorization? I provided authorization when I open the credit card. I also can provide any authorization via phone. I could verify my Social Security number, my date of birth, my mailing address, etc. This did not make sense to me. I escalated to a supervisor Who was very rude and did not assist me. He ended up hanging up on me but prior to that he told me that this was their company policy, and that I needed to mail or fax my authorization which was a copy of my government ID. They could not verify my identity on the phone and they could not provide me an update. When I asked to speak with a manager and escalate the call again he told me that this would not work successfully for me and that customers tried that before, and it did not work for them. I said if a lot of customers have tried this then this is a red flag. This means that your company has a problem. I can not access the account and can not use my funds. Mailing my ID or faxing it is a process. Its gon na take a week or two to get my account back up and running. This is not feasible for a family that needs to use his credit card for dinner. They stated that if I did not provide this that my account would be closed within 30 days. I asked if they would send the funds that I paid recently on a payment on my card and they said no that I owed them. Please investigate this company indigo, I believe the parent company is XXXX credit. I believe they are scamming consumers and I am sure that if you look into this, you will find more examples like this withholding peoples funds. Not only do they take two weeks to count my payments that Ive made, but they cry fraud when its not fraud and hold my card from me. They also can not restore my card even though I verify information via phone. This is unethical and this is shady business practices. Please investigate this company and please ask them to restore my account.

Company response to consumer: Closed with non-monetary relief