Consumer complaint received 2024-01-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FinCo Services Inc DBA Current
State: NY

Complaint narrative:
There was XXXX unauthorized transactions that occurred on Current Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX totaling {$4900.00} from a company in the XXXX XXXX called XXXX. I reported these unauthorized transactions to Current Support on XXXX  and I received a response from Current on XXXX  stating they closed the claim because they found no error in the transactions. 

When I requested an explanation of why Current closed the claim finding " no error '' they provided me an explanation with false information. Current stated that the charges were authorized with a physical card, occurring face to face with the merchant, and that the transaction was verified with the EMV chip embedded on the debit card. This is not true. Both Current Phone Support and XXXX confirmed that the transactions were authorized by manually entering my debit card information and that the card was not present at the time of sale. 

Since that time I submitted an appeal request as I was able to obtain further documentation to support my claim that the transactions were fraudulent. I provided Current with letters from my cell phone provider, XXXX, documenting that my cell phone was hacked and that an unknown person had remote access and control of my cell phone. 

I also provided email correspondence with XXXX XXXX XXXX XXXX XXXX  confirmed that I did not participate in the transactions. There is no signed invoice/receipt, no delivery/tracking information, no service contract, and that my debit card was manually entered. Furthermore, XXXX XXXX received multiple reports of fraudulent transactions with the account that was used to withdraw the {$4900.00} from my Current Account and that they have since closed that account due to fraud. XXXX XXXX specifically states in the email that I did not participate in the transaction and to provide the email to Current in order to process my dispute. I provided this letter to Current Support on XX/XX/XXXX and I have not received any updates. Please review the attached documents. 

In accordance with the email documentation, XXXX XXXX also attempted to refund me these transactions. I also provided Current Dispute Team with these emails. After nearly a month of not receiving the refund, I asked if Current could proceed with the dispute since I did not receive the refund. Current explained that they could not dispute the transactions for not receiving a refund because they already submitted it for fraudulent transactions. XXXX XXXX eventually emailed me stating that they could not process the refund because I informed them that I had initiated a dispute with my bank because it may result in a duplicate refund. XXXX support specifically stated within the emails that my bank should proceed with the dispute for fraudulent transactions as they confirmed I did not participate in the transactions. 

Current Dispute provided false information on their original determination of the claim, stating that the card was present at the time of sale as verified by the EMV chip. This is not true. Despite these facts, Current has not explained why they provided this false information. Despite this error and XXXX XXXXXXXX XXXX email stating that Current should proceed with the fraudulent charge dispute, Current refuses to do so stating that I have not provided enough evidence to reopen the claim. I do not understand how a letter from the company that was used to authorize these transactions stating that I did not participate in the transactions is not enough evidence to support my claim. 

Furthermore, the 2 transactions that occurred on XX/XX/XXXX for {$990.00} where completed within minutes of each other. This should have triggered their fraud system as a duplicate transaction and they should have denied the transactions until they contacted me for verification.

Company response to consumer: Closed with explanation