When my mother opened her account with First Convenience she received their "Gold Key" debit card. Around Jan she obtained their "MasterCard" debit card, and reported her "Gold Key" card lost around the same time. The Friendswood, TX branch told her not to worry about the loss because the "Gold Key" card would automatically de-activate when she actived her "MasterCard" debit card. She asked if she could get another debit card, but was told "one account holder = one card only."
Over the past year and a half my mother has struggled to understand her constant over-drafts and make sense of the numerous different charges / fees being withdrawn from her account. She tried several times to talk to a customer service rep but never fully understood what was going on with her account.
On April 29 my mother was hospitalized due to a mild stoke.
On May 4th we realized someone had withdrawn money from her account after she had been admitted to the hospital. So I started investigating. After extensive phone calls we were informed there was a "debit card" active on her account as well as her "MasterCard" debit card. We assumed the card in question was her "Lost Gold Key Card", and immediately requested that be canceled.
On May 5 we filed an "Unauthorized Debit Activity" (UDA) with a Houston branch, and were told it would take 7 - 10 business day for the investigation.
On May 15 my mother phoned customer service to check the status of the UDA and was told they had no record of her claim. So she called the mananger who had initially took the report. The manager in turn faxed a copy to the main office in Killeen.
May 18th again she called to check the status of the UDA. She was told that the report had been received on the 16th, and the money should be deposited in her account that night.
May 21st no money so yet another call was made. (*Note: This time I have her on 3 way so I can be a party to this conversation) After several transfers, and extensive hold times, a man came on the line and questioned my mother as to where her card (the one reported lost) was kept and how anyone else would know her pin number. After he asks all his questions he says he'll talk to his supervisor (s) and call us back. (I leave my number because by now I've been added to the account & I'm going to deal with this situation).
About an hour later the man calls back to inform me the debit card in question is ANOTHER debit card not the original "Gold Key Card" she reported lost but a 3rd card (you know the one she requested in Jan but was told she couldn't have). I immediately inform this man that I had just talked to the Office of the Comptroller of Currency and they had stated "it's the responsibility of the bank to prove my mother had knowledge of these transaction and they had to provide copies of all evidence"; therefore, I want copies of their evidence. He paused and responded "I'll have to get with my supervisor (s)".
During this conversation he said they would be using May 16th as the official date of the investigation for the 60 day time frame as allocated by the FCBA & EFTA and not May 5th the original date the claim was filed. (so that's 10 days less of their liability range & less money my mother has a chance to recoup) The conversation ended without any resolution and left me feeling that they are going to do everything possible to get out of repaying her one penny.
Summary: From Jan - May First Convenience had issued a 3rd debit card on this account; although they claim only one card per account is allowed. Several calls during this time frame to ascertain unknown charges / fees yet none of the customer service reps mention &/or acknowlege the fact there were two active debits cards on this account. Original UDA was lost = 10 day loss of financial liability.
As of May 21st using the documenation obtained we have estimated total damages from the unauthorized charges to be well over $4,000 not including ATM charges on that card & NSF charges incurred because of the illegal transactions.
* If you have charges that say MasterCard and others say ATM it IS NOT because you used an "ATM" it's a completely different debit card... You know the one they said you couldn't get.
Final Blow: The suspected theives are my mother's room-mate (s) with whom she is still residing. We can not complete her move to AZ in two weeks (as planned 3 months ago) due to the financial situation she is stuck in if they do not reimburse her any of the money that has been stolen.
Any "helpful" information would be appreciated!
0 comments