Consumer complaint received 2025-01-02 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: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX

Complaint narrative:
On XX/XX/XXXX I received 3 alerts that I had made 3 transactions ( one at {$200.00} and two @ {$300.00} ) on XXXX XXXX to ( XXXX XXXX XXXX XXXX XXXXXXXX ). There was also a XXXX attempt for {$150.00} but I was able to get that one blocked. I immediately knew this was not me and called my Credit Union ( Randolph Brooks Credit Union ) and I reported this as fraud. The CSR was able to immediately cancel my debit card. She told me to file a complaint with XXXX XXXX also. I called XXXX XXXX and they said I needed to do all of this form the XXXX XXXX XXXX. So I did so. One of the questions was " do you have your device in hand '' and I said yes as I did have my phone on me. After looking further into this, I was able to see that these XXXX transactions were made from a XXXX XXXX phone, which is aphone I have not had in over 2 years. I immediately called XXXX XXXX and told them this and they said to state it in the report I had filed with them on my app. I let them know I was not able to change the report and I was told it was OK they had my information. The following Monday, I filed the fraud report from RBFCU ( as I was instructed to do that Saturday by the CSR who canceled my debit card. She said I would have to call on Monday to finish things up as they did not file fraud paperwork ). When I filed this with RBFCU, I let them also know that I did not have the phone in hand, that I hadn't had a Note 9 in over 2 years. The CSR took all of my info and told me I would bet the {$800.00} provisional credit. 
On XX/XX/XXXX, I received a letter from RBCU stating they denied my claim and that XXXX XXXX said I made those transactions. The letter stated they would deduct the {$800.00} from my account on XX/XX/XXXX. I was floored. I could not believe this was happening as I was walking out the door to go on vacation until XX/XX/XXXX and I never dreamed that my CU would not protect me as I had done nothing wrong and reported this immediately.

I called and explained to the CSR that XXXX XXXX had ghosted me and would not answer me. I let her know I had asked them to show proof that my current phone made those transactions as I knew it was from the XXXX XXXX. I told her I had some emails showing me trying to get them to cooperate and nothing from them. The CSR said they would give me until XX/XX/XXXX to show them more proof that I was not at fault and this was theft. So I left for vacation. On XX/XX/XXXX, I see the {$800.00} was deducted from my checking account. I immediately called and spoke to XXXX who tried so hard to help me but he was told the case was closed, could/would not be reopen and that Mastercard stated they would not cover this. 
I was told by RBFCU that I had the phone # of the person I sent the money to so I should just ask for it back or I could take XXXX XXXX  to small claims court. I do have that phone # and I did call it and the person who answered hung up on me and now blocked me. 
As I have said from the minute this happened, this is theft/fraud and I did NOT transfer {$800.00} to this person as I have no idea who they are. I did not transfer ANYTHIG to ANYONE that day as I was actually in XXXX. 
I was given this site by someone who said you are here to help protect the consumer. I actually thought that my CU was supposed to protect me and they didn't. They just took the word of the vendor and said it was law. They refuse to listen, protect me or anything. I also went to my other CU that I have been a member of fo many years and they said this is not right and suggested I take this up the ladder with RBFCU. When I tried this, I was told I am not going to get anywhere. 
I just want my {$800.00} back as I did not ever do this. 
On anther note, why would I have sent 3 separate transactions when I could have just sent {$800.00}? Why would I have canceled the 4th transaction? Why would I have called immediately to both the CU and XXXX XXXX Because it was not me. 
In the screen shots I am sending yo can also see this person has changed their name What looks to me more than once. Seriously, how no one can see this is theft/fraud is beyond me.

Company response to consumer: Closed with explanation