Bank Fraud with one of your Customers* *Sun, Jul **, **** **:** pm*chcknlps...

GetHuman-chcknlps's customer service issue with Credit One Bank from July 2018

Help with my Credit One Bank issue
The issue in GetHuman-chcknlps's own words
Bank Fraud with one of your Customers* *Sun, Jul **, **** **:** pm*chcknlps (*****@***.com)*To:kay-gilson Details*Good morning. this email is for Robert Dejong. I am trying to get in touch with someone in your fraud department that will help me. I am not a customer but payments from my bank account were paid to one of your customers accounts in the amount of $****.**.Since i am not a customer your fraud department refused to talk with me and insist that my bank call you. My bank, SunTrust Bank, closed their case and refuses to call on our behalf. your help to get my money back.**I am a retired police officer living on a pension. I need your help to get my money back. **This complaint is on SunTrust Bank for their handling and denial of our fraud complaint on our checking account..** On April**th **** I received a call from SunTrust regarding suspected fraudulent activity on my joint checking account I share with my wife. The fraud had happened on my wife’s debit card. I told my wife and she immediately called SunTrust back. SunTrust told her that a charge of $****’** was made to Credit One. She advised them that she did not authorize that transaction and we don’t have an account with Credit One. They asked her a series of questions and told her they would put that transaction into dispute and mailed her a new card.**On April **th **** my wife received a call again from SunTrust. Thy asked her similar series of questions again. She asked when the money would be back in the account. They told her they had until the next day to finish the inquiry.**On May *th my wife called SunTrust to inquire about why the money was not put back in the bank. They said the claim was denied. The phone call lasted a long time and she received no real information as to why. The first person she spoke with said she would send a rebuttal form. The second person told her the claim was denied because of a conversation with SunTrust and Credit One, but they would not tell her what was said. She requested as much information as they would give her, and she was told they would request all additional information they could (including transcripts of the conversation – which she was sure she could only get with a subpoena). They told her the rebuttal needed to be completed within ** days. She let them know we were going to be out of town from May *th to May **th **** and would not be home until after that to receive the rebuttal and other paperwork. She told SunTrust we would send it the week of May **st and that was agreed upon.**On May *th **** we attempted to file a police report online. I also tried to talk with Credit One and they would not talk to me and advised I had to have SunTrust call them.**On May *th we advised by email that we could not file this type of complaint online and had to do it in person. We were going out of town and completed it upon our return.**On May **th we returned home and found a one page rebuttal form in the mailbox with no other information with detail as to why the claim was denied.**On May **st **** we filed a police report with the Miami-Dade Sheriff *P******* ******. The rebuttal and a copy of the police case information card was mailed to SunTrust bank.**I called two other times to SunTrust asking for information on the case. I was told it was still active would be contacted.**On Tuesday July **th around *pm a message was left on my phone for my wife. SunTrust was trying to conduct a three way call with her. She was not with me or was she available at that time. The message left a phone number for Credit One ***-***-**** and her name “Michelle” from SunTrust ***-***-****.**On July **th **** my wife called ***-***-**** SunTrust Fraud Department. They told her the case was closed and the claim denied. They would not say why it was denied.**There are no other documents to attach because nothing was provided by SunTrust as to why the denied the claim **your numbers on our account:*****-******* NV $****.** *************-******* NV $***.** ***********Karl Martin****** SW ***th Lane*Miami FL *********-***-****

GetHuman-chcknlps did not yet indicate what Credit One Bank should do to make this right.

How GetHuman-chcknlps fixed the problem
I emailed everyone I could at Credit One Bank until someone called me. I also tweeted my complaint and hash tagged *CreditOneBank
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Credit One Bank

Customer service issue
Reported by GetHuman-chcknlps
Jul 15th, 2018 - 2 years ago
Fixed
GetHuman-chcknlps shared how to fix
Seen by 8 customers so far
Similar issue to 1045 others
0 customers following this
Items needed
16 digit card number
Name on the account
Last 4 of SSN
Billing Address
Your birthday

Timeline

GetHuman-chcknlps started working on this issue
Jul 15th, 2018 4:36pm
GetHuman-chcknlps indicated the issue is not fixed yet.
Jul 15th, 2018 6:01pm
GetHuman-chcknlps indicated the issue is not fixed yet.
Jul 15th, 2018 6:33pm
GetHuman-chcknlps confirmed the issue is fixed. Hooray!
Jul 16th, 2018 6:00pm
GetHuman-chcknlps indicated the issue is not fixed yet.
Jul 18th, 2018 6:23pm
GetHuman-chcknlps indicated the issue is not fixed yet.
Jul 19th, 2018 4:17am