Consumer complaint received 2025-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Conduent Incorporated
State: NV

Complaint narrative:
On XX/XX/year>, when I was XXXXXXXX XXXX XXXX XXXX, I discovered several large debits made on my account, all done on the same day, XX/XX/year>. All together they amounted to over {$3000.00}. I immediately contacted the card company and they closed the account and issued me a new card. The agent informed me of the process of filing a claim to recover my losses. I was given a claim number, and assurances the fraud department would be sending me a questionnaire via USPS, and that I was to fill it out and send it back within 10 business days in order to receive " provisional credit '' while they investigated my claim. The 10 business days would expire on XX/XX/year>. I received the questionnaire on XX/XX/year>, filled out all required information, emailed the completed questionnaire and reached out again to the company, as I was concerned they might not retrieve it by the deadline. The agent informed me at approximately XXXX XXXX that the fraud department had collected it and where beginning their investigation. I informed the agent I had not received the police report yet, but had the report # and was also waiting on documents from the hospital showing I was admitted on XX/XX/year> and XXXX on XX/XX/year>. He informed me, on a recorded line that they probably wouldn't need them right away, and to hold on to them until I was asked for them. At this time he informed me I would receive " provisionary credit '' within a day or two, while they conducted their investigation. I received the documents from the hospital late that same day, and an email from the police department of stating they had approved my report, an official report number, and as they started their investigation, they had not been able to contact the card company, after many attempts, for additional information. They informed me I would be kept up to date as the investigation progressed. I reached out to the card company first thing the following morning and was informed my claim had been declined because of " demographics '' and " pin number used ''. I was shocked, as they only had the questionnaire for a few hours at best, hadn't even took the now available documents into consideration, and feel the conclusion was decided based only on the fact they would have to provide the " provisional credit '' or decline the claim, as it was the 10th business day. I spoke to a supervisor and was informed I could not talk to the investigators directly, but agreed I had been wronged and reopened the case under a new case number, and I would have to start the whole process over again. I am now faced with an incredible hardship, will lose much more than {$3000.00}, all because they failed to follow their own protocol. their is NO way they could come to their conclusion in mere hours. Their is no possible way. The name of the company is " Waytogo '' and they are scandalous.

Company response to consumer: Closed with explanation