Consumer complaint received 2024-01-17 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: Meta Payments Inc.
State: CO

Complaint narrative:
CSPB COMPLAINT XX/XX/XXXX The companies involved in this issue are XXXX and XXXX. From XX/XX/XXXX - XX/XX/XXXX I was charged a total of 70 transactions by XXXX to my XXXX XXXX XXXX XXXX XXXX ending in XXXX that I did not authorize or receive services for. The 70 unauthorized charges amount to {$37000.00}. These charges do not appear on my XXXX billing history or my XXXX ads accounts. During XXXX I did run ads through XXXX and the ads charges only amount to 6 transactions and a total of {$1700.00}. These legitimate charges do show up on my XXXX billing history and are listed below. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX META1/3/24 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX META1/3/24 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX You can see that all transactions I have listed as fraudulent have a XXXX billing code that ends in XXXX. While the XXXX transactions that did come from my account and show up on my billing history end in XXXX. XXXX I was shocked and overwhelmed when my card was declined and I saw that there was over {$40000.00} balance on my card. I initially believed these charges were fraudulent or some form of identity theft and called the XXXX fraud dept for help. I was unsure of exactly which transactions were fraud because many were of the same amounts as the valid transactions. The fraud dept with XXXX initially marked the unapproved charges as fraud and some of the valid charges as fraud as well. They took the charges off of my account, canceled my card and issued me a new card. Approx. XX/XX/XXXX I received a call from the XXXX fraud dept. They stated that XXXX has said that these charges are from my XXXX account. The fraud dept said that this is not a fraud claim but a merchant dispute issue and they have recharged the charges to my card. They indicated I need to go through XXXX directly or the XXXX dispute dept. They stated that if XXXX admitted that there was suspicious activity or fraud on my account that they could then reopen the fraud claim and refund the charges. I discovered that they had flagged some of the 6 legit transactions in the fraud claim and called XXXX to inform them that this may have been the reason for the confusion with XXXX. XXXX I sent multiple messages to XXXX and XXXX through their help and billing support pages with no success. Each time I would get a generic reply stating that there was no suspicious activity on my account. XXXX Full packet of information with a letter and full list of all transactions showing which were legitimate and which were to be disputed was faxed to the XXXX dispute dept. XXXX XXXX Branch Manager stated they would attempt to escalate this to a higher level who would advocate for me. ***XXXX  Update : I received a letter from XXXX stating that my dispute has been resolved and my account has been credited for the first 16 of the 70 charges. These charges came from the same place as the other 54 transactions. See attachment XXXX XXXX Police Report Filed. XXXX I found on my chase account under track disputes that they had again listed several of the 6 legitimate transactions and disputes along with the 70 fraud transactions. I called them multiple times to clarify that the 6 transactions ending in XXXX should not be included in the dispute. XXXX I was called by XXXX from XXXX executive dept who stated simply restated what the frauds dept finding were. XXXX Out of the blue I received a message from XXXX Meta admitting that they had found Ive investigated these charges and believe your account has been compromised. Ive refunded all fraudulent purchases back to the original source. Please allow 3-5 business days for the refunded purchases to appear in your account. I saw that 2 of the fraudulent {$900.00} transactions were pending refunds to my account. XXXX I replied to XXXX with the additional transaction reference numbers and asked them to investigate and refund the additional charges. They replied, Hi XXXX, Thanks for contacting Meta. We've detected suspicious activity surrounding your card that resulted in purchases you didn't make. I've issued you a refund for those fraudulent purchases. Your payment provider usually makes the refund available to you within 3-5 business days. If you still haven't received the money after 7-9 business days, I recommend contacting your payment provider for help getting your refund. XXXX Received letter from XXXX stating that 2 of the {$900.00} disputed transactions were resolved in my favor! I waited 9 days and only 2 of the 70 fraud charges were refunded to my account. I called the dispute dept at XXXX and they directed me back to the fraud dept. I then submitted the fraud emails from XXXX to XXXX fraud dept. XXXX XXXX Fraud Dept . called me and stated that the email submitted from XXXX was not enough evidence to refund the additional charges and they would be closing the case again. They stated that this is still a merchant dispute and XXXX would have to refund the additional charges. XXXX keeps closing my case and sending me back and forth between the fraud dept and the dispute dept. XXXX will not thoroughly look through each transaction and issue a refund for the fraud charges. I did not receive any services or authorize any of the 70 transactions. XXXX has admitted in writing that 2 of the {$900.00} transactions ending in XXXX are from suspicious activity/fraud. I need XXXX to take action on my behalf. Thank you so much to anyone who is taking the time to look into this and advocate for me. I need the truth to prevail as my wife and I, along with our XXXX childrens livelihood depends on this. Sincerely

Company response to consumer: Closed with monetary relief