Consumer complaint received 2025-01-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: VYSTAR CREDIT UNION
State: FL

Complaint narrative:
On XXXX, while reviewing my bank account, I ( XXXX XXXX ) discovered XXXX ( XXXX ) withdrawals from my Vystar Credit Union savings account, totaling {$2600.00}. I looked for and could not locate my Vystar Credit Union atm/debit card. I immediately contacted Vystar Credit Union, via telephone, to report the fraudulent activity on my account and to report my atm/debit as lost/stolen. The customer service agent informed me that she would dispute the withdrawals and provided me with the location from where which of the withdrawals had been conducted. I informed the representative, that I did not conduct the withdrawals, nor did I authorize anyone to conduct the transactions on my behalf. The representative informed me that she would dispute the charges on my behalf and provided me with a case number. I also contacted the XXXX XXXX XXXX and filed a police report, which is attached. On XXXX, I contacted Vystar Credit Union via telephone to follow up on my telephone call of XXXX. After informing the representative of the complaint and previous telephone conversation, he placed me on hold. After several minutes, he informed me that he spoke with someone " in the back office and was informed that I would not be reimbursed for the fraudulent charges because " a pin number was used to make the atm withdrawals. I informed the representative that I did not make the withdrawals, nor did I authorize anyone to make the withdrawals. The representative again informed me that I would not be reimbursed and no dispute of the transactions would be submitted. On XXXX, I went into the local Vystar Credit Union XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I spoke with a representative. I informed him of my previous XXXX ( XXXX ) telephone conversations with other members of Vystar Credit Union. During this conversation, I reiterated to him the withdrawals were unauthorized. I discussed with him the suspicious activity of the withdrawals. There were XXXX, sometimes XXXX transactions per day, until the {$800.00} per day ATM limit was reached. I asked him, why didnt I receive a suspicious activity and/or fraudulent activity text message, email or telephone call alert from Vystar Credit Union XXXX He informed me that because a pin number was utilized, it is not considered suspicious activity. I disagree wholeheartedly with that statement/assumption. This debit/atm card is seldom used. So, to go from seldom use to maximum atm withdrawals per day, in my opinion should be considered suspicious activity by banking standards. On XXXX, I received a letter in the mail from Vystar Credit Union stating that I would not be reimbursed for the fraudulent activity on my account because I " participated in/or conducted '' the transactions. I am insulted by Vystar Credit Union 's accusation against me. in addition to failing to notify me of the suspicious activity on my account, they are also accusing me of being of bad character and a criminal. I am currently a Police Office with the local agency. To be called a thief, liar, scammer and criminal, I am beyond insulted. Secondly, I physically went into the Vystar location on XXXX at approximately XXXX. I received my letter ( informing me that I am a criminal ) from Vystar on XXXX in the U.S. Mail. I have been a Police Officer for more than XXXX  years, in all of my years as a Police Officer, based on my training and experience, I have never seen a complete and thorough criminal investigation into a crime of this magnitude conducted and concluded in less than XXXX business days. Especially with the end result being to call the victim a liar and thief. Before you make an accusation such as that, youd best have done a complete and thorough investigation.

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 explanation