Consumer complaint received 2025-07-19 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: Avant Holding Company, Inc.
State: TN

Complaint narrative:
I used my Avant Mastercard around XX/XX/XXXX at two locations in my home area, one being a restaurant to which I used the card to pay for my meal. I left the restaurant, without getting my credit card back. A few days later I discovered that my credit card was missing, when I discovered it was missing I contacted the XXXX number for assistance to report the missing card, when I initially called I was told they could not find my account and I need to wait until the following Monday to call customer service and get help because they could not find my account. I did not accept this and called a few times before I was finally able to get help. At that time they reviewed charges with me and at that time I discovered the fraudulent charges, to which I realized the fraudulent charges were made in XXXX and I live in XXXX and I had not traveled anywhere in XXXX during this time. I had them shut the card down and they said they had reported the fraudulent charges. I then get a letter from their investigations teams telling me that they had tried to contact me at the number they had on file but were not able to reach me, which I am disputing because I never received a phone call from them and if they did they did not leave a message. I got the letter and tried to reach out to them and the number provided would only allow me to leave a voicemail and not actually speak to anyone, so I reached out again to customer service and they provided me with an email address to email the team, which I subsequently did. To my surprise they had not included all the charges so when I sent the email reply to their request I explained the charges. I explained how the fraud took place, and that I had used the card and did not get the card back from the restaraunt that I had last used it at, and then the charges started popping up and sent the email back. I got an email from an XXXX named XXXX who advised me that he had received my email and had removed all the fraud charges from my account, including the additional ones they initially missed and the credit would appear within XXXX hours, I assumed at this point the case was settled. I received no other reach out until today XX/XX/XXXX via letter telling me they found my charges to be valid and they were applying them back to my account. I called customer service and they tell me that they see a note from the fraud team stating that they were holding me responsible due to Fraud Dispute abuse!! I have no clue what they mean by this and its ridiculous, they charges were not made by me and were not even made in my state or around my home, how is this " dispute abuse ''. I even filled a police report. This is insane and I should not be held responsible if they allowed fraudulent charges to be made on my account, especially considering that they were made out of my state and did not even reach to me when they started happening to verify if I was using the card. The case id is XXXX

Company response to consumer: Closed with explanation