Consumer complaint received 2025-01-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Trustly, Inc.
State: IL

Complaint narrative:
I received a letter in the mail stating that I owe a large sum of money to Trustly , Inc . It has a reference number of XXXX. 

Last year, I had XXXX and a bank account ( through Trustly ) linked with my XXXXXXXX XXXX This allowed me to withdraw and deposit money into my account using either method. I got a notification that there was a {$40000.00} deposit into my DraftKings account through XXXX that I did not make and a {$50000.00} deposit from my XXXX XXXXXXXX ( through Trustly ). I contacted XXXX, and they said there was nothing they could do because it was taken from the accounts that I had linked to XXXX and Trustly. When I tried to sign into my XXXX account, the login information did not work. I alerted them that my account had been hacked, and they continued to say to take it up with XXXX and my XXXX XXXX XXXX XXXX I attempted to recover my account/password, and they informed me that my email address and phone number were not linked to a XXXX account. Whoever gained access to my account was able to change all of the sign-in and contact information. I have not been able to access my account ever since. 

When I called XXXX, they initially claimed that I was responsible for the amount since I had linked the accounts, and they said it would be sent to collections for the {$40000.00}. After providing more information to XXXX, they investigated the matter, and XXXX reversed the negative balance after concluding that the attempted transfer from my XXXX account was unauthorized and that somebody else had deposited the money using the already linked accounts. I have attached the letter from XXXX in which they concluded the investigation, reversing the charge in my favor, and labeling them as unauthorized. 

This is the same thing that happened with Trustly and my XXXXXXXX XXXX account. I alerted XXXXXXXX XXXX that there was unauthorized activity through DraftKings from my XXXX  account on the same day that I alerted XXXX ( see attached document with messages between myself and XXXX ). I also filed a report with XXXX ( a subsidiary of XXXX XXXX ), and that is attached. XXXX also investigated the transaction and concluded that it was unauthorized. They suggested that I close my XXXX XXXXXXXX and open up a new account with a different number ( which I did ). I have also attached the communication between the XXXX representative and myself. 

After sharing my story with others, I have heard that this is a common practice/complaint with XXXX. They should not allow such large transfers without some type of authenticated approval from the account holder. I had nowhere near that amount of money in my account, so it does not even make sense that I would attempt a transaction that large. 

I filed a report with the XXXX XXXX XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX concerning the experience I had with both DraftKings and XXXX. The XXXX informed me that they never got a reply from XXXX regarding the matter, but as explained, they did hear back from XXXX to conclude the investigation. It is clear that I did not initiate these transactions or approve these transactions, and I would like your agency to investigate this matter. 

Thanks in advance for your assistance.

Company response to consumer: Closed with explanation