Consumer complaint received 2024-09-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Meta Payments Inc.

Complaint narrative:
On Tuesday, XX/XX/XXXX, three charges were made to our XXXX ( XXXX ) debit card linked to our XXXX XXXX account. The total amount of the charges was {$1000.00} for the purchase of prepaid balance ( funds ). We clarify that we have never bought prepaid funds, nor was it in our plans to do so, as our weekly spending limit was {$60.00}, which we paid every week to have no outstanding balance in the account and to launch our advertising campaign during the week. 

On Wednesday, XX/XX/XXXX, we noticed the {$1000.00} charge. We only launched advertising from Friday to Sunday, so it was not necessary to check the ad manager page daily. However, when we reviewed the business card we use for various payments and checked the transactions, we noticed the three charges : the first for {$600.00} in the morning of the XXXX, the second for {$9.00} in the afternoon, and the third for {$400.00} in the evening ( outside of office hours ). 

We requested a refund from XXXX through their ad manager system, and the bank assisted us with the refund request. Additionally, that card was canceled, as we decided to cancel it to prevent further unauthorized charges or purchases. 

On the same day, XX/XX/XXXX, Meta processed two refunds : the first for {$89.00} to an XXXX XXXX card we had previously used but was no longer linked to the Meta commercial account, and the second refund of {$400.00} to the same XXXX XXXX card, totaling {$480.00} refunded, leaving an outstanding refund amount of {$520.00}. 

Over these weeks, we have repeatedly requested a refund from Meta, but they did not comply. We opened a case and even provided evidence ( screenshots of the transactions and charges ), and they told us they could not verify the account and closed the case. We continued to insist, as disabling the account and without the money, this affects our business operations since we depend on advertising to reach new customers. 

Given the numerous rejections from Meta, we decided not to ask for the refund anymore and use the money in the advertising account to launch ads, but having the advertising account blocked also did not allow us to launch campaigns. We requested the activation of the account and only found more rejections ; they can not activate the account because they can not verify it, clarifying that in all the requests and claims we made, we always attached the screenshots of the transactions, charges, even the message from Meta itself saying that our account looks compromised and that we may have suffered a possible hack. 

Even after sending the evidence to Meta, either for the money refund or to activate the account, they respond that they can not verify anything and close the case, leaving us feeling robbed or part of a XXXX XXXX XXXX it was an unauthorized charge or purchase by us, and although they returned a part, by requesting the remainder, they just close the case, thus managing to keep {$520.00} that came out of our account.

Company response to consumer: Closed with monetary relief