Consumer complaint received 2025-08-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Avant Holding Company, Inc.
State: TN

Complaint narrative:
I used my Avant XXXX around XX/XX/XXXX at two locations in my home area, one being a restaurant to which I used the card to pay for my meal. I left the restaurant, without getting my credit card back. A few days later I discovered that my credit card was missing, when I discovered it was missing I contacted the 800 number for assistance to report the missing card, when I initially called I was told they could not find my account and I need to wait until the following Monday to call customer service and get help because they could not find my account. I did not accept this and called a few times before I was finally able to get help. At that time they reviewed charges with me and at that time I discovered the fraudulent charges, to which I realized the fraudulent charges were made in Georgia and I live in Tennessee and I had not traveled anywhere in Georgia during this time. I had them shut the card down and they said they had reported the fraudulent charges. I then get a letter from their investigations teams telling me that they had tried to contact me at the number they had on file but were not able to reach me, which I am disputing because I never received a phone call from them and if they did they did not leave a message. I got the letter and tried to reach out to them and the number provided would only allow me to leave a voicemail and not actually speak to anyone, so I reached out again to customer service and they provided me with an email address to email the team, which I subsequently did. To my surprise they had not included all the charges so when I sent the email reply to their request I explained the charges. I explained how the fraud took place, and that I had used the card and did not get the card back from the restaraunt that I had last used it at, and then the charges started popping up and sent the email back. I got an email from an investigator named XXXX who advised me that he had received my email and had removed all the fraud charges from my account, including the additional ones they initially missed and the credit would appear within 24 hours, I assumed at this point the case was settled. I received no other reach out until today XX/XX/XXXX via letter telling me they found my charges to be valid and they were applying them back to my account. I called customer service and they tell me that they see a note from the fraud team stating that they were holding me responsible due to Fraud Dispute abuse!! I have no clue what they mean by this and its ridiculous, they charges were not made by me and were not even made in my state or around my home, how is this " dispute abuse ''. I even filled a police report. This is insane and I should not be held responsible if they allowed fraudulent charges to be made on my account, especially considering that they were made out of my state and did not even reach to me when they started happening to verify if I was using the card. The case id is XXXX. Police report was provided to several email addresses, XXXX, XXXX, XXXX, XXXX and XXXX, this police report was sent to these emails on XX/XX/XXXX and again XXXX XXXX. The information was also faxed to the third party they use to assist them with claim disputes, so them saying they didnt get a police report is garbage and I can provide the emails showing where the report was sent to them from my email XXXX, I called and reported this and they then say I sent report to wrong email address and needed to be sent to XXXX, despite all their communication providing a different email address. So they did have the report before they denied this and it was sent to them so Im not sure why out all the emails being sent to multiple email addresses which I can prove and can supply proof they claim they didnt get. I was told a supervisor would look into it and call me back and no one ever did. Again I have email proof showing the police report was sent to them to confirm that it was fraud despite being told I did not to file a report, I did anyway. This is an excuse for them to try to justify them denying it when they have proof it was valid fraud. All the charges were also reported at the onset of the claim of fraud but who ever processed the initial claim did not get all the charges listed!! Thats on them not me, they were told at the beginning and not after. It was reported that they missed charges that were already advised but they failed to include in my initial dispute!! Please let me know where to send the proof that I emailed the police report them on more than one occasion!!

Company response to consumer: Closed with explanation