Consumer complaint received 2025-05-24 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: VYSTAR CREDIT UNION
State: GA

Complaint narrative:
While at work on XX/XX/XXXX, I received a notification via text message from Vystar Credit Union stating that there is a charge pending for {$1000.00} on XX/XX/XXXXXXXX XXXX XXXXXXXX at XXXX XXXX XXXX XXXX, XXXX, GA for XXXX XXXX XXXX  ending XXXX. I stopped what I was doing and called Vystar immediately. I spoke with a representative and explained that this has to be a mistake because I was at work and my credit card was on me. I told the lady the amount, she said she saw it. She then asked me did anyone have access to my credit card, I told her no, there is only one card, and I have it in my possession here at work ( XXXX in XXXX ). She then asked me if there were any other charges that are not mine. I looked through the charges from the Vystar Credit Union App and noticed that there was another charge in the amount of {$70.00} from XX/XX/XXXX, at XXXX XXXX at XXXX, XXXX, NY for XXXXXXXX XXXX XXXX  ending in XXXX. She let me know that she saw the charge and asked me if I had made the purchase, and I said no. These two charges are not mine. She informed me that my card is being closed and that a new card will be out to me in 7 to 10 days. The next day XX/XX/XXXX, I went into the branch and spoke with a lady by the name of XXXX XXXX XXXX ( Assistant Branch Manager ) XXXX. While there I asked about receiving a new card and she informed me that a new credit card would have to be mailed out. I could do a 3 day express for {$25.00} or standard 7-10 business days for shipping. I chose to go with the express shipping. While going over my credit card account and bank accounts, XXXX noticed that someone had called the bank and requested to have a new card sent out. I explained to her that it was not me. My card was in perfectly good shape and proceeded to pull the credit card out of my wallet. 
On XX/XX/XXXXXXXX  at XXXX I received a text message saying : VyStar CU XXXX Pending charge for & XXXX on XX/XX/XXXX XXXX XXXX at XXXX XXXX, XXXX XXXX GA for XXXX XXXX XXXX  ending in XXXX. I called the credit card company and reported this and let them know that I don't have a card with this number. The lady ( I believe her name was XXXX stated that two cards were ordered ). I let her know that there should be only one card and that is my new card I just activated ending in XXXX. My card was shut down for investigation due to it being on the same account. This situation just took place last early this month and I filed a report online like I am currently doing. The difference is that the person shopped at XXXX XXXX XXXX. The person must have my information because they called and ordered a new card. The bank will not give me the address of where the card was sent. The one I received earlier this week ; I signed for it, and it arrived via XXXX  XXXX. 
I have called Vystar Credit Union multiple time attempting to resolve these matters and I am consistently met with opposition. On XX/XX/XXXX, I went into my home branch of the Vystar Credit Union where I also for the time being hold two checking, a savings and two Roth IRA 's to speak with my banker XXXX. When I arrived, I was informed that was off for the day and asked by the Branch VP ( located in XXXX, Georgia ) who happens to also be the XXXX XXXX XXXXXXXX XXXX is there something she could do to assist. I explained to her what took place, and she seemed as if she was really concerned and that she was going to partner with XXXX and the two of them will be working to get my issues resolved. XXXX assured me that she and XXXX both were working on a resolution. XXXX called me on XX/XX/XXXXXXXX  and let me know that they had not came up with anything at the time however, they will be in contact with me. On XX/XX/XXXX, I called the branch and did not receive an answer, just the answering service and requested for XXXX to return my call. On XX/XX/XXXXXXXX  I called the branch and XXXX answered the phone, I asked to speak with XXXX and I was told that she was in with a client. XXXX then asked who was calling and if she could take a message. I told her my name and that I would called to check on the status. XXXX said she would have XXXX call me back. During that time I had decided to go to the branch so that I can sit and talk with XXXX face to face and see what was going on. As I was pulling off of the exit arriving to the back XXXX XXXX called me to have a business conversation with me over the phone about my disputes and identity theft situation that Vystar Credit Union took part in. I said to XXXX that I will be there in about 5 minutes, I was down the street and we can talk face to face. She said to me that there was no need for me to come in and became accretive over the phone. I told her I will be there in a few and hung. About two minutes later, I arrived at the credit union and walked through the door, XXXX was on the phone, looked my direction, took a deep breath and sucked her teeth. She then proceeded to tell the person she was talking to that she would call them back. XXXX then informed me that it has come back that I took part in this situation and that I was the person who ordered six credit cards. I then stated to her why would I do that when my credit cards was in my wallet and in my pocket while I was at work on the forklift. She replied that I don't know you could have done it, others had. XXXX 's demeaner and condescending tone was out of line, unwarranted and rude. She then said that the case was now closed and they are not going to open it up. I explained to her that I was given the following email address from someone from her company over the phone to email my police reports to ( XXXX ). I further offered to give her the email address of the detective that was handling the case XXXX XXXX XXXX : XXXX. XXXX was very disinterested with the rolling of her eyes. I then asked her about the young lady which I am just now realizing worked for a third-party company called XXXX ( again my information was sent elsewhere without my consent however, I cooperated ). I spoke with XXXX XXXX XXXX ( Charge EFS Analyst I XXXX XXXX XXXX ; XXXX ). At first it was a challenge getting in contact with her due to our schedules however, I spoke with XXXX XXXX and sent her a copy of the police reports via email ( XXXX ). XXXX stated she didn't know who XXXX XXXX was and that could be fraud ( this came from XXXX XXXX mouth ). On XX/XX/XXXX she ruled that this was indeed fraud, and I had nothing to do with it. According to XXXX XXXX once she sends the finding from her investigations, it is then up to the institution if they will honor what she found or if they will decline and do what they see fit. My question is what was the purpose of having a third party company involved and giving them my personal information, especially if they were not going to honor her finding. I then asked if XXXX was still in the office with a client. XXXX then stated to me that she is now taking over this matter and that XXXX will not be speaking with me concerning this matter. I stated that I would still like to speak with XXXX, she asked me for what in a nasty tone that was offensive. I replied its personal, then XXXX said that XXXX was in with a client. I stated I would wait. About 10 seconds after I sat down, XXXX came out of her office to get me and XXXX had her sit me in the office and had XXXX to leave me and come to see her. XXXX was going about two minutes then she came back in her office. 
Mind you that no one was in XXXX 's office but XXXX, no customer. When XXXX returned to her office she let me know that she could not talk with me about that matter however, how can she assist me. My conversation was about my Roth IRA 's and additional investing. Since I had been going to the XXXX branch of Vystar Credit Union I have always delt with XXXX with the exception of the Assistant Manager prior the new person that was there. She was a XXXX  lady. She and XXXX has been the nicest, sweetest and helpful people I have encountered since dealing with this credit Union. 
Just yesterday XX/XX/XXXXXXXX  I spoke with about 3 different customer service agents with Vystar Credit Union and I was told that they have no record for my filing a claim fraud/dispute. At the end of the day I am sure the person who called and ordered credit card ( s ) on my account does not sound like me neither called from either phone number I have listed on my accounts. They can go back and listen to the calls and tell it was not me. They did not validate my account as they should have properly. Due to all of this mess, I've went and got a PO Box , changed my banking online user name, password, added a password which I requested them to ask me when I call. Since added the password, I have called Vystar Credit Union over 10 times and have only been asked the password 4 times. I never owed a credit card neither have had a credit card in my possession ending in XXXX. Infact I still have the my original credit card ( the first one ), the second one that came to my house via XXXX  XXXX, and my current credit card which I had sent to my Job via XXXX  XXXX. Non of the three ends in XXXX.

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 monetary relief