Consumer complaint received 2024-09-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: CLGF Holdco 1, LLC
State: WI

Complaint narrative:
In late XXXX I noticed that I was no longer able to access my account online. Thinking it may be just a site issue or that I needed to reset my password, I just sent a check in the mail to pay my bill ( Check # XXXX on XX/XX/year> for {$55.00} ). I continued to try to access my account online but it would not email me a reset link so I called on XX/XX/year>. I found out they had put a block on my account because they suspected fraudulent activity. At this point I thought we were on the same page. I was told that I needed to send a fax of my government issued ID to get the block lifted and get a new card sent out. I was not told that they would not update my mailing address or email address ( I had explained to them that I could not access my account because whoever hacked my account had changed it ). I sent a fax on XX/XX/year> to XXXX that included my id, my mailing address, the card number of my account and a request to send me a new card when the block was lifted. I thought their ways of communicating this information was antiquated so I allowed more time than I normally would have and called again on XX/XX/year> as I had not received a statement since early XXXX, a replacement card, or an email. When I called, I was told that a replacement card had been sent out to the address on file ( not mine ). This address did not match the one I was giving them so the gentleman I spoke with went to talk to his manager who told him to tell me, the fax was only to lift the block and send out a new card, not to update the information. The gentleman I was speaking to seemed apologetic and told me they would correct it and send out a new card. Meanwhile, I am receiving text messages saying my payment is due, and then my account is over it's limit, and my payment is late. I sent another fax on XX/XX/year> telling them they can not report any adverse information on my account to any credit reporting agencies because I am still unable to access my account in any way. When I call, they can not give me any information on my account because the card number I have is no longer valid and the address and email address I am giving is not what they have on the account. I called again on XX/XX/year> and after explaining this whole thing again, I was asked for my mailing address and when I gave it, I was told that is not the one on file. I got upset and asked the lady to repeat back to me what I had told her and she did, even the " fraudulent address '' part. She kept asking what the last charge on the card was so I demanded to talk to her supervisor. I finally got " XXXX '' XXXX ID XXXX, who I explained it all to again and he stated that the faxed ID was only to lift the block, I would need to fax my ID again with a request to update the mailing address. He then told me I could make a payment on the account through him. I explained that I will not be paying until I can see what charges are on the account and we then disconnected. Destiny Mastercard through Concora Credit is awful- they have no fraud controls other than no longer allowing the rightful user access. I will fax my ID again tomorrow but I am sure they are reporting my late/over limit to the credit reporting agencies and I have no recourse.

Company response to consumer: Closed with monetary relief