Consumer complaint received 2024-07-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: CLGF Holdco 1, LLC
State: CA

Complaint narrative:
On XX/XX/year>, I contacted Concora Credit regarding my Milestones MC account. I simply wanted to check the balance that I had and what the available credit limit was, as I had recently made a payment on the account. Concora Credit accepted that payment.

I learned that there is a block on my account due to fraudulent activity. At first, I was puzzled because I had not contacted Concora to report fraudulent activity. The rep said it was something the company did on its own. I asked him if I could speak to the fraud dept. He said no. I asked if he could identify which transaction triggered the block. He said he could not because the transaction was back in XXXX. He then told me that the company had sent me a letter, which was still en route to me explaining the situation. I have received no such letter. He then told me I needed to send a photocopy of my DL to the bank, and the hold would be lifted. It was at that point, I realized what this was about, and I do not mind saying, the conversation became tense and heated. 

In or about late XXXX, I discovered two issues with this account. First, Concora had honored almost {$2000.00} worth of fraudulent charges in foreign countries I have never visited for furniture, food, you name it. Meanwhile, I am getting bills. I have a very busy work life and was not paying close attention to the statements.

Second, I do most of my banking online. Unbeknownst to me, when I made a payment, Concora was taking out double payments. E.g., if I paid {$560.00} online, I was charged this amount twice, and it plainly showed this on my statements when I finally examined them. I did not authorize double payments. In one month, as I recall, I believe I was even charged three times. What this did was create a credit balance on the account, which is how the fraudster was able to charge up {$2000.00} when the credit limit is only {$700.00}.

When I discovered this, I immediately contacted Concora to report the fraudulent charges and the overbilling issue. Concora went through the normal paces for the fraudulent charges - card closed and reissued, etc. When it came to the overbilling, however, Concora 's solution was to give me a credit balance on my account. Plainly, this was not a fair solution. They had taken more in monthly payments than they were allowed to take, but were not actually refunding my money. At the time, I needed the money, not the additional credit, to pay for rent and such.

I went back and forth with Concora over this issue from XXXX to late XXXX. I finally was told that I could request a refund of the credit balance, which I did. I was told it would be processed, but then I never received it. I called again ( this was at least XXXX calls to the company by this point ), and I was told I had to write a letter requesting the refund, which I did on XX/XX/year>. I sent the letter and documentation. Again, I waited, and finally, I received a check from Concora for approximately the right amount. It was not exact, but by this point, I was willing to let it go.

Throughout this time period, my Milestone card did not work. So, although I had a credit balance of close to {$2000.00} at one point, I tried to make a {$12.00} purchase, which was declined. This illustrates why Concora 's credit balance solution was illusory. 

I have been experiencing financial difficulties due to being diagnosed with XXXX in XXXX as well, but I am caught up on my Milestones account. I wanted to find out my available credit today. I tried logging onto the website, and I could not. That is why I called- with what I thought was something simple. 

Come to find out, there is a block on the account that Concora, on its own, placed on the account due to " fraudulent activity '' as a result of what happened back in XXXX. They had already issued me a new card, so the activity in XXXX should not be preventing me from using the new card. Otherwise, what is the point of issuing one? When the rep told me I needed to photocopy my DL and send it to them, a lightbulb went on for me- they think I am the XXXX committing the fraud. The rep would not say yes or no ; he kept saying, we need to confirm your identity. 

Understand, this company has my SSN and DOB. If I sent them a photocopy of my DL, what is to prevent me from being the victim of identity theft due to their mishandling of the photocopy? I posed this issue to the rep, and he laughed at me, treated me like I was an XXXX. I am a lawyer. If I was so cavalier as that with my client personal information, I would be out of work. 

In any event, I told him that I would not send a photocopy of my DL unless the company could assure me that the information would be kept secure and explain to me what happens to the photocopy after my information is put into the system. He could neither reassure me or explain. He then said if I did not comply in 45 days, the account would be " permanently closed. '' I feel that I am being punished for Concora 's original, two-fold error. They are treating me like I am a thief because I insisted on getting my money back from them, not a credit balance on a card that no longer worked. Now, if I do not comply with what I consider to be an unreasonable demand ( i.e., send copy of DL but we can not tell you what might happen to it ), they are going to close my account permanently?!? 

I know banks are loathe to ever admit they were wrong, but I managed to get Concora to do exactly that, and they had to pay me back the money they took. Why am I the one paying the price for it?

Company response to consumer: Closed with explanation