My complaint:
On July 17,2021 I reported suspicious activity as money was taken out then refunded and then removed again. They filed a case and gave me the case number. I informed them I had a direct deposit due on the 24th and they assured me that me keeping my card “locked” on the Mobil app no activity will be allowed.
July 24th I watched for the deposit ALL DAY ON MY MOBILE APP. At 5:24pm I received a text stating my pin had been changed. I immediately tried logging in and couldn’t. I called and my phone number, address and email had all been changed and the representative says “Oh no 7 mins after it was deposited it was withdrawn and account information was changed”!!!!
The hell starts there!!! I emailed that day my DL, utility bills and my card showing I still had it along with a letter explaining everything and requesting my information be returned to its original address, email and phone number.
They made a dispute case and gave me instructions to file a dispute letter explaining everything and supplying utility bills again and DL and mail it to the dispute dept at a PO Box witch I did that same day as I was in a complete panic!!
I call on the 9th business day and it’s still being investigated but they say they didn’t have my letters. I ask to email which they allowed (makes no sense why they had me mail in the first place) and said that letter would allow for my “closed” account to be credited the money that was hacked and then I could request it to be sent directly to my new bank. Ok so I emailed it immediately. I call the next day AND the investigation was extended to 45 days!!!! Wait just yesterday I would be able to get the funds but on the 10th business day they said they needed 45 more days “to find out who hacked their system and get the money back”!!!!!! What I have to wait for them to solve their failed security system??? And they said my email with the disbute letter was blurry and couldn’t accept!!! I scanned them in and can clearly open the attachments and tell them no it’s not BUT here let me send them again right now and remember it’s on the 10th business day 10am central time….
I call back in 48 hrs as they instructed and yep still need 45 more days and no I can’t get the “ courtesy credit of my money” because they didn’t receive my dispute letters within the 10 business days!! And of course they mailed copy never showed up… by now I’m past panicked, passed scared to death of ZERO MONEY, IM LIVID IM THE VICTIM OF THIER SECURITY BRECH AND MY INFORMATION COMPROMISED AND MY MONEY STOLEN and they have the audacity to tell me that I didn’t meet their deadline and they now will need to find their hackers before crediting my money and that should take place on the 45 business day!!!!
I have come to believe THEY ARE THE HACKERS due to the exact same complaints filed all on and around the same time with nobody being returned their money!!!!
Oh and the dispute case I filed on the 17th and that I checked on every time I called regarding the case from the 24th when the account was emptied…. Yeah that case was NEVER turned into a DISPUTE CASE so on the 10th day and I was expecting my credit….. they apologized and made a DISPUTE CASE FROM THE ORIGINAL CASE AND GAVE ME A NEW CASE NUMBER AND THEY ACTUALLY SAID “you’ll need to send us a dispute letter with DL, utility bills and wait 7-10 days”!! Yep they sure did!
So I continue to call each week as it’s been 25 business days and now I’m told I must wait 45 days and then placed on hold and simply disconnected. I call back explaining I was disconnected and guess what….. IT HAPPENS EVERY SINGLE TIME!!!
Suggested solution:
They have every document for verification of me as the account holder. It’s very obvious that their system was comprised starting from June 17, 2021-June 24,2021 and my account was one of many all with the exact same thing of all account information being altered and funds removed! They closed the account so they are responsible for crediting the funds and then issue a check. Holding my money or anyone’s until they find the hole in their firewall and catch the hackers is absolutely INSANE and to have us wait even 7-10 days is outrageous but to increase it to 45 is illegal!!
By the look of all the complaints listed here it is very questionable as to what happened on and around these dates as it seems by their consistent lack of crediting everyone’s account that they themselves have stolen their customers accounts!!
I’m requesting one last time to credit my funds for the two dispute cases that I’ve filed by using their procedures and was a victim a second time by their internal mishandling of my first case by not making it A dispute case and I was told the 7-10 days started all over and they both were extended 45 days! Credit the “closed account” then as they say I WILL REQUEST THE CREDIT TO BE MAILED TO ME!! And on my anniversary date of Oct 2021 my reward money can be requested and mailed to me (yeah like I’m holding my breath for that)!
Simple and over with!!!
