Consumer complaint received 2023-10-16 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: Continental Finance Company, LLC
State: CA

Complaint narrative:
Dear Ma/Sir, I am writing to report two instances of fraudulent activities on my Verve credit card, Continental Finance account , which have caused significant financial distress. I first discovered these unauthorized transactions on XX/XX/. 

Despite reporting the fraud immediately and seeking assistance from their customer service team, I have not seen a resolution to these issues, and the situation has escalated further. 

The fraudulent activities on my Verve credit card account can be summarized as follows : Unauthorized Purchases : On XX/XX/, I noticed a series of unauthorized purchases made on my Verve credit card, totaling {$2700.00}. These purchases were not made by me and were clearly the result of fraudulent activities from the same places and often times exact amount to the penny. I promptly contacted their customer service team to report the issue and requested that my card be closed to prevent further unauthorized transactions. 

Fraudulent Check Deposits : On the same day, XX/XX/, I also discovered that fraudulent checks amounting to {$1500.00} were deposited into my credit card account. These checks were clearly fraudulent and should have been detected and blocked by their security systems. I immediately reported this issue as well, along with the unauthorized purchases, and requested that these funds be removed from my account. 

I was assured by their representatives that my credit card would be closed, the stolen funds would be refunded, and the fraudulent deposits would be removed from my account. However, the actions promised were not carried out as expected, and the situation has worsened. 

To my dismay, I just discovered that an additional fraudulent check cleared in my account on XX/XX/, for {$500.00}, bringing the total of fraudulent deposits to {$2000.00}. This indicates a significant lapse in the security of my account, and it is deeply concerning that unauthorized access continues to occur. 

In addition to the ongoing financial losses, I have experienced great frustration when attempting to communicate with their customer service department. Phone calls often go unanswered, and when I do get through, I am frequently passed around to different representatives. They have no email or way to write to them. Despite reporting these issues two weeks ago, I have not received any information regarding the status of my report, why my credit card remains active to the fraudsters, or why I have not been refunded. 

I would like to request the following actions to be taken promptly : 1 ) Close my Verve credit card account immediately to prevent any further unauthorized transactions. 

2 ) Refund the total amount of unauthorized purchases, which amounts to {$2700.00}. 
Remove all fraudulent deposits from my credit card account, which currently stands at {$2000.00}. 

3 ) Improve the security measures in place to prevent any future unauthorized activities on my account, and others from this company. 

4 ) Provide clear and consistent communication regarding the status of my report and the resolution process. 

5 ) I expect that these issues are addressed promptly, and the necessary actions are taken to rectify the situation. 

6 ) Get compensated for the significant financial distress this has caused me Your swift attention to this matter is of the utmost importance as I suspect several others are affected by this company. 

Sincerely,

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation