Someone fraudulently charged my account for several months before I caught the activity. I filed a report at my local World Savings (which has been purchased by Wachovia) and that very day my ATM/Visa card was frozen For the past three months, I have been unable to use my ATM. At the time, I inquired if I should request another one and was told "no."
I received a phone call from the investigator and subsequently received a letter stating that "we will be unable to assist you with the transactions prior to February 15. These transactions are out of timeframe." Then they cited their Customer Account Information brouchure where reporting information is contained.
The operative word is "prior". To me the word, prior, means before, so according to this letter, "after" February 15, I could be reimbursed for the fraudulent charges.
When I spoke to the investigator, he told me I would be able to get three transactions applied back to my account.
Today I called to find out when the money would be put back into my account and to see when I could get the hold lifted from my ATM. The "loss prevention" department was out for the day according to the clerk who helped me. She let me know this after keeping me on hold for about ten minutes. How convenient I thought and also how often the person I need to talk to is "gone" or "out" or "unavailable." I was also told I could get none of my money back and that the ATM hold could not be lifted. I would need to get another card and account number.
This is unacceptable. I was told by the investigator I would get three transactions back and sent a letter telling me only "prior" to February 15, I could not be helped. I was clearly misled. I have been a member of this bank for 5 years and I am the customer and I am the victim and they are making me a victim of the bank also.
I was told not to get another ATM at the time of the complaint. So, I have had to change some automatic payments, use only checks, and cash, which I have had to go into the back to withdraw.
I was misled and victimized. I will also be filing a complaint against the perpetrator (Friendscout24) although they are a foreign business and unable to get in touch with. According to the investigator, they did try to phone the company with no success.
I repeat I am the customer and deserve excellent customer service not to mention the benefit of the doubt. This is totally unacceptable. When I was working as a young person, I would have gotten fired for treating a customer in this way.
0 comments