1 Jan, 2018 → by ClaimboUser11854
prepaid debit card account now

1

My account was hacked. There were 3 unauthorized transactions on my account which I caught on July 3rd 2017. I called Customer service immediately to report it. I was told that I would have a new card mailed out to me, and that they would dispute it for me. They told me the money was on hold and they could not cancel the transaction until it was taken out by the merchant. Which made no sense of I'm telling you I did not authorize these transactions. I asked for supervisor and was left on hold for over an hour. Then they hung up one. I have had my account for 2 years and never had a problem with customer service until now. They allowed this merchant to take my money. I called back today on July 5th 2017 @8pm and I swear I got the same person again, who gave me totally different information and they did not expedite my new card either on July 3 2017. They claim I denied it which is untrue and all calls are recorded for quality assurance. Then I get out on hold again for 45 mins waiting for someone from disputing department to pick up. Again same woman answers which again claims There a different people working. I was told there was over a 100 customer service reps yet she could not tell me how many supervisors were on the floor. So I had to 25 dollars for a new card to be expedited before my next paycheck is deposited. I'm a single mother of a y year old who now has no money for 2 weeks. I should be refunded the money for my new card. Since I reported the unauthorized transactions early. The information was clearly stated to them to pursue a complaint with my verbal authorization on July 3 2017. Why pay fees if customer service is a joke. Now i have to download a dispute form and sign it then send it back. I was, not given a timeframe for the investigation, nor a timeframe when I would get my money back.
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