Main problem—
My card number was phished from me in January 31 by a fake email scheme. 13 transactions for $19.99 appeared on my Vision Premier Prepaid Visa card later that day and into the next. I contacted customer service by calling the 800 number. The menu was so confusing it took at least 5 minutes to figure it out. Finally after reaching someone I explained what happened, she told me I had to write them a letter with a printout of the transactions listed.
—side note—
(When I checked my account to print the transactions out, I noticed a $1.95 charge for calling customer service. When I called back to ask for a refund, after connecting to an agent, she said it would be reversed, but I checked later and now TWO $1.95 charges appeared!)
—main problem—
I went to an ATM and withdrew the remaining balance from the account. Now the balance showed 0.00. I also sent the letter with the list of fraud transactions on February 5. After waiting a month I did not get a refund, so I called customer service again. She said to wait up to 90 days for resolution. So I waited. And waited. And waited some more. Nothing. On May 15 I received a direct deposit to the account from a tax rebate.
Vision automatically and immediately charged my account $2.95 x24 for a total of $70.80 in POS (point of sale) DECLINE FEES. That means every time the card was used and it had no balance it generated the $2.95 fee to my account! But the card was stolen! So I wrote emails to customer service, very nice ones too. Got the same response, wait 90 days, blah, blah. I sent more emails asking about the POS DECLINE FEES, NO ANSWER, they read it, but would not respond to it.
I mailed another letter to their office address listed on the website login area. A week later I got the letter back, no such address! I called the customer service number for an explanation, I was transfered twice to nowhere, and then to a woman named Lacy Greere in escalations, she said the charges came from AOL, so someone must have signed up for the service with my card number, and I would have to call AOL to have them stop charging the card, then call her back to get the fees reversed only after I spoke with AOL. So I did just so. Only when I called back, I could not be connected to Lacy Greere anymore. And the new rep had no idea what I was talking about and would not help me, he said, "You will have to wait until she calls you back."
It's been over a week now since the phone call. It's been over 4 months now since the fraudulent activity was reported. Bottom line, I'm out $334 still. And they are still charging my account a weekly fee, POS decline fees whenever the card number is used, and customer service call fees, even though my balance is 0.00.
At this point this is my only resolve..
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