have reached out through phone, snail mail, help @ Gobank.com and now I'm going to als...

GetHuman-phoepper's customer service issue with GoBank from May 2019

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have reached out through phone, snail mail, help @ Gobank.com and now I'm going to also reach out and tell my story through this email address with hopes that I will get some answers and also with hopes that you will release These funds back into my account because these are unauthorized charges and I was not even anywhere near the location where these charges were made**Hello there! To whom it may concern! On Sunday May **th I was sitting at home with my husband when back-to-back charges started to show up on my bank account in Virginia Beach Virginia which is over a hundred miles away from where I live and where I was at the time. The total of these transaction just came to $*** before I was able to transfer the remaining funds to my husband and cancel my card. After canceling my card I called customer service right away and the gentleman I spoke with assured me that the dispute was being handled and was able to list the three places where the unauthorized charges had taken place. However right in the middle of me asking him some questions he told me to have a nice day and promptly hung up. Understandably, I called right back and spoke with a second agent I went through the exact same steps and told the exact same story and he listed the exact same three transactions that I was speaking of and assured me that a dispute was now in progress. I asked if there was a reference number or any kind of a number that I needed to write down and he told me no and I remembered that his name was Ned so I wrote that down. They both said as long as these charges were pending that everything would be fine and that I should expect these funds back into my account by the **th. However on Tuesday morning my husband told me to check my account to see if these three transactions were still pending and all three had posted to my account. I immediately called again and spoke with a lady named Chloe. This time I was walked through similar steps but was asked completely different questions and was actually given a dispute number. This was not done with the first two agents I spoke with. She then put me through to an automated male voice that gave me a list of things that I needed to handle in order to keep this ball rolling. I had to write a handwritten letter and mail it off to Pasadena California which I completed that afternoon. I wrote a four-page letter detailing my interactions with the first two agents and my reason for disputing these charges to my account. I was nowhere near Virginia Beach and I did not authorize these charges. Now $*** and some change may not sound like a lot of money to a lot of people but to me it is. I realize that I gave you all of my information that was requested including my first and last name, my email address my card number the list of the transactions and the reason for the dispute. I am not sure if I listed my phone number so I'm going to list all of these things all over again in this email. Also if you check my account history you will notice that it's not often that my card is used in a grocery store especially three grocery stores in a row if it is used in a grocery store at all. So that right there should send up some red flags along with the fact that I was over a hundred miles away at the time.**Name: Emily Gayle Womack*Phone Number: (***)***-*****Email: P*****@***.com*Last * Previous Card Number: ****. Exp. *******last * New Card Number: **** Exp. *******There are a total of three charges on my card that I am disputing. And please take note that I have never disputed a single charge in the last three to four years that I have been banking with gobank. Also I did make two transactions that day, one online and one where I transfered the , remaining funds to my husband before I canceled my card. I'm hoping that it can show that these two transactions were made in Midlothian Virginia where I was on the day that these unauthorized charges were made to my account in Virginia Beach Virginia. ***st Unauthorized charge: Harris Teeter *****, May **, **** for $**.*****nd Unauthorized Charge: Kroger **** , May **th, **** for $**.*****rd and Final Unauthorized Charge: Kroger ****, May **th **** $**.**.**The reason I am disputing these transactions is because I had absolutely nothing to do with them. I was still in physical possession of my card and am assuming that I was a victim of card copying when I swiped it at a local gas station somewhere. I was in Midlothian Virginia at the time these charges came through and as I've mentioned is over a hundred miles from where these locations are. I have screenshots to prove that I called twice and spoke with two different agents right away that absolutely did not push my dispute through. It wasn't until I spoke to my third agent that I actually felt like someone was helping me. I absolutely did not authorize These funds, give out my card information nor did I have any intention of spending this money at any kind of a grocery store. I use the money in this account for business only. **My dispute number is: ********.* I have also sent a handwritten letter, it is * pages long and I sent it priority mail so I have a tracking number so I will know when it arrives. On your website it says that you take dispute seriously and I really hope you take this seriously. I will give you my information one more time in the end of this email right now**Name: Emily Gayle Womack*Phone Number: (***) ***-*****Email: P*****@***.com*Home address: **** Woodlake Villag ct.. apt B*Midlothian VA, ******The tracking number for the handwritten dispute letter is: ***** **** **** **** **** ***I also received another possible dispute * in my last email from Gobank: *********Please get back to me at your earliest convenience, as you can imagine this has been bothering me ever since the day I noticed the charges coming through. It also sincerely bothers me that the first two agents I spoke with did absolutely nothing after speaking with me. I've been banking with you for almost four years now and I have never had a complaint. And to me this is a big one, and I sincerely hope with my whole heart that you guys take care of this and refund These funds that were stolen from me. Your help and your time are very much appreciated.** Thank You,* Emily Gayle Womack**I have screenshots of my phone records showing that I did call twice actually more than twice on the day directly after I noticed these charges were going through. And screenshots of my bank account that day. You will see that I spoke to two different agents **** minutes on Sunday, both of which did absolutely nothing to dispute the charges or give me any extra information that I needed. When I called again on Tuesday morning after I noticed that these charges that actually posted to my account and we're no longer pending I spoke with someone who actually did help and I sent a screenshot of that phone call and the length of it as well which was almost double the amount of time that I spoke with the first two gentlemen. Also, please note that i have held on to the same card ever since I opened this bank account. Losing it or ordering a new card is not something that I did. So these grocery store charges and the canceling of a card and order a new one or completely out of character for the business that I do with this Bank. Once again I sincerely hope you are working with me and well side in my favor. Thank you so much

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Customer service issue
Reported by GetHuman-phoepper
May 29th, 2019 - 2 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 5600 others
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GetHuman-phoepper started working on this issue
May 29th, 2019 9:54am
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May 29th, 2019 9:54am