Consumer complaint received 2025-11-21 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.

Complaint narrative:
I am submitting this complaint regarding * * unauthorized XXXX transactions * * made on my company card on * * XX/XX/year> * *. A total of * * eight ( 8 ) * * unauthorized charges were processed under the following descriptors XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Metas internal reference ID XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX dispute case number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Summary of the Problem * * * On * * XX/XX/year> * *, my company card was used for * * eight unauthorized XXXX transactions * * within minutes. 
* We * * do not have any XXXX or Meta ad account * *, nor has this card ever been used on any Meta service.

* My team contacted Meta support within hours and reported the activity as * * unauthorized * *.

* Meta initially acknowledged that these appeared to be unauthorized charges and instructed us * * not * * to dispute with our bank.

* The next day, Meta changed their position and said we * may * also file a bank dispute, so we did.

# # # * * Refunds Issued * * Meta refunded * * 3 out of the 8 * * unauthorized transactions between * * XX/XX/XXXX and XX/XX/XXXX * *, confirming that their system detected suspicious/unauthorized activity.

# # # * * Metas Final Response * * After 45 days, Meta responded : Meta only issues refunds for fraudulent charges. Because our records do not indicate suspicious activity on your account, we will be unable to refund your purchase.

This response is incorrect and contradictory for several reasons : 1. * * We do not have any XXXX or Meta account * *, so there is no account from which to make a purchase.

2. Meta already refunded * * 3 of the 8 * * transactions meaning Meta itself acknowledged suspicious activity.

3. The card was never connected to any Meta account or ad account.

4. Meta repeatedly sent irrelevant template messages instead of reviewing the actual issue.

# # # * * Evidence of Meta Ignoring the Case ( Template Responses ) * * Meta support repeatedly sent unrelated template responses that had nothing to do with unauthorized charges. For example, support agent XXXX XXXX XXXX XXXX XXXX  sent the following : I hope this message finds you well! 
Hello XXXX, Please be informed that our specialized team is still investigating this case further. Rest assured that as soon as there is an update, we will share it with you as soon as possible. I do understand how important it is for you to recover your ad account and payment method, and I guarantee you that from our end, we are taking every possible action in order to help you.

As Meta Support Pro, we do not have access to the report of our specialized team for security and privacy reasons This message proves that Meta support did * * not * * review the case.

We repeatedly informed Meta that : * We have * * no XXXX account * * * We have * * no ad account * * * The issue is * * unauthorized card transactions * *, not account recovery Despite this, Meta continued sending irrelevant responses.

# # # * * Unfair and Deceptive Conduct * * Metas refusal to refund the remaining unauthorized charges while acknowledging others is : * inconsistent * arbitrary * deceptive * harmful Meta is holding funds from * * documented unauthorized transactions * *, violating U.S. consumer protection standards under : * * * Regulation Z ( TILA ) * * * * * Regulation E ( EFTA ) * * * * * UDAAP prohibitions on unfair and deceptive acts * * # # # * * Requested Resolution * * I request the CFPBs assistance to : 1. * * Require Meta to refund the remaining unauthorized transactions * *.

2. Require Meta to explain how they determined the transactions were authorized when : * No Meta account exists * No ad account exists * The card was never used with Meta * Meta refunded 3 charges for being unauthorized # # # * * Evidence Available * * * Meta support chat screenshots ( including XXXX message ) * Proof of 3 refunded unauthorized transactions ( XX/XX/year> ) * Bank dispute documentation * Proof that no Meta account exists for my business * Card statements * Meta reference ID : XXXXXXXX XXXX  Bank case number : XXXX I request that the CFPB review this matter and require Meta to refund the remaining unauthorized amounts.

Thank you.

Company response to consumer: Closed with monetary relief