My complaint:
My account was definitely hacked and compromised. I am beyond disappointed with the way they mishandled my case and the lack of support and communication they have displayed. I was charged $596.20 (Plane tickets) and another $50.00 baggage fee trip to San Francisco California on 5282020 at 4:06 pm and as soon as I noticed it I called United and reported the activity and established that it was fraud. The supposedly cancelled the flight but I come to find they did not in time so according to their policy I can’t get and will not get a refund because the flight was used ( even though I reported the fraud almost 2 hours before the flight was set to take off. They refused to give me information to give the police etc. and were no help whatsoever and told me to contact cash app ( my financial institution ) I reported the card lost and stolen that same day. I then received the automated standard email telling me that someone would contact me ( mind you this is a few days to my rent, due bills etc.) I then got another email requesting I send screen shots etc and I did so provide all emails. screenshots and pertinent information that I thought would be helpful. I was contacted by Freddy via email and I had to email again all the information and asked that he if he was getting it all in the best of quality and got one response that did not my request, but that they had requested all the information from United to be sent to them. I also noticed that while I was trying to update my password and email information in my cash app account; I was ed with a message saying that I ahead the wrong last 4 to my SSN which is impossible and concerning. I sent an email about it to them and got one response again, NOT HELPFUL AT ALL… So I began getting worried and much more frustrated resulting in calling their hotline to find they were not taking calls. I had contacted them from my updated email because I figured if my account was compromised my primary email was also. I received an email from an agent named Avery from cash app on June 15th 2020 asking me if I heard back from the vendor and to forward any recent correspondence with (United) and I immediately responded with a screen shot of an email from United dated June 2, 2020 from United stating in the email that United has that they have noted transaction as fraudulent and that they would be awaiting for the banks charge back dispute mind you I had already sent to Freddy because their email would not allow me to cc them without bouncing it back to me so I sent a screen shot from that email from United even asked for a better email so that I can forward the original but again not even a response. Now the worse part of this whole ordeal is that I got an email the same day stating that my case was closed because I had not been in contact with them for a week. I am still repulsed by this to this day, the very thought makes my stomach twist and nauseated. The fact is I had been emailing Freddy from June 11th to the day. I have since then filed more disputes and you guessed it, NO RESPONSE AT ALL. Case 54535868
Suggested solution:
Send them my complaint and I think its all obvious as to what they need to do. I have all the records ready if you need them.
