Consumer complaint received 2019-11-12 00:00:00
Product: Credit card or prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: CARD Corporation
State: IL

Complaint narrative:
On Friday, XX/XX/XXXX. 
XXXX 4 times balance inquiry made at {$.00} each. 
XXXX {$400.00} ATM XXXX XXXX {$2.00} fee XXXX {$200.00} XXXX ATM {$2.00} fee XXXX {$100.00} ATM {$2.00} fee XXXX XXXX, as I sat at my desk at work I recieved notifications from card.com that SOMEONE was taking monies from an atm in XXXX with my card and pin. I immediately called card.com to shut down my card and stop the debits only to receive the automated message that they were closed and would not reopen until Monday. I panicked trying to think of a way to stop the removal of funds from my card without a card.com tech to assist. So ... I switched my pin using the website login. IT WORKED! Then I left card.com general voicemail about incident and asked to be contacted asap. Also, I sent this message via email ... 

" I am very upset that I can not talk to an individual as my card is being stolen from. I have just changed my pin for protection at XXXX on XX/XX/XXXX. I have attached a photo of the fraudulent charges. I wish to be contacted asap to protect myself please. '' Contact was never made by Card.com and I had to contact them on Monday, XXXX the XXXX while at work. A rep I spoke to on the phone took my statements and told me they would need me to fill out a form as the investigation went on and said it would be mailed or emailed and to fill it out and return. I never recieved another call, email or this form. 

Then I recieved a letter on the XXXX of XXXX stating that my dispute was denied based on " documents used in the final determination '' and that Card.com considered it closed. " No error was made ''. 

THIS IS A WEEKS PAY I USE TO SUPPORT MY FAMILY!!! I immediately called card.com to discuss this and how the determination was made since I never recieved the form I was told I would need to fill out and got ZERO helpful answers. 

Unprofessional discrepancies for a financial institution to be making. 

-form shows date reported of XX/XX/XXXX, this is incorrect as I reported on XX/XX/XXXX. 
-The denial form lists the transaction dates as XX/XX/XXXX which they were actually made on XX/XX/XXXX, also the claim amount is in error as well ... it does not list the four balance inquiries at {$.00} cents each as well as the 3 withdrawal fees of {$2.00} each. 

Total amount on the form regarding fraud amount is {$700.00} Actual amount of stolen monies reported by me is {$720.00} There are many issues regarding this claim and the unprofessional process required for a individual to undergo. All the data is incorrect from dollar amounts to dates. 

I filled an unauthorized/fraud charge last year that was roughly {$100.00} and it was a breeze. But that was only XXXX bucks. Card.com will protect you when its a small amount but as soon as its a substantial amount things change. I felt that there was so much glaring evidence that this was not me that I was protected. 

-I have never drawn from ATMs that are not free for me to use. 
- I have never drawn these odd amounts. 
- I have never checked my balance by atm. 
- I have a gps punch out card at work for when these occured 50 miles from the XXXX atm location. 
- Changed pin as it happened to me by having alerts set for this type of theft. 
- Multiple emails and calls sent to protect myself the night of occurence. 
- Card was in my pocket so who ever is in video at that atm isn't me.. 

Stay away from card.com, I will be drawing all of my money from them and cancelling my account asap. Its just not well protected and if an issue arises you will work much harder to protect your money than they will, unless its just XXXX bucks ...

Company response to consumer: Closed with monetary relief