Complaints

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on January 13th, 2022, I received an email from my bank (Bank of Colorado) after purchasing an item online. The item i purchased is a cricut machine which is used for crafting. The email I was sent from the bank was saying there was a fraud alert for that transaction. Since the money had already been taken out of my bank, I reached out to the company I purchased from for tracking on the order. I never heard back. I reached out to the company again for tracking (via email both times as no phone number is provided) and again heard nothing back. I filed a fraud dispute with my bank for this charge of $96.92. After waiting 60 days and providing all required documentation about the charge, there was still no decision made by the bank in regards to the fraud charge. I also in that 60 days did not receive the item I ordered or heard anything back from the company I purchased it from. After waiting patiently for a response from the bank, I received a letter in the mail from the bank saying that they are closing my accounts because I am "too high of a risk." They did not give any reasoning or explain in the letter why I was having my accounts forcably closed. A few days later, I received a letter from the bank saying they were closing this dispute as I had requested. However, I did not request at any time to have this dispute closed, and since my accounts were already closed with this bank, I am unable to proceed with them. All I want is the $96.92 USD mailed to my home address. This is a charge that is considered fraudulent and the bank has an obligation to reimberse me for fraud.

  

  Business response

  05/02/2022

  Bank of Colorado 
  
  April 29, 2022 
  
  To Whom It May Concern, 
  
  ******* ****** has filed several disputes over the past. She has been advised by two officers of the bank that she continues to put her and the bank at risk for such types of fraudulent activity by willingly giving out her debit card information to vendors out of the country. She was told if she continues to make these purchases she would need to work with those vendors since the agreement of purchase is between her and the vendor. 
  
  Bank of Colorado's fraud department contacted ******* ****** regarding a charge of $96.92 on 1/13/2022 that was flagged as possible fraud. ******* did verify she gave out her debit card number to purchase a cricut machine. 
  
  Fraudulent transactions are considered as lost/stolen debit cards or transactions that are processing in which the customer did NOT give out their debit card number. 
  
  Non-fraud transactions are where the customer did provide their debit card information but have not received the service/product. 
  
  We filed a NON-FRAUD dispute for ******* ****** on 1/17/2022. Our dispute department then 
  researched the dispute and needed more information (exact date merchandise was expected) to continue the dispute and reached out to the customer. 
  
  Upon review of Madison's account, it was decided that due to the history of her account and issues with her fraudulent debit card transactions that we terminate the banking relationship. 
  
  Sincerely, 
  LaRaye H***** 
  Assistant Branch Manager 
  

  
  

  Customer response

  05/02/2022

  Complaint: ********
  
  I am rejecting this response because:

  I was not ever told that I was putting the banking institution at risk. Additionally, fraud is defined as wrongful or criminal deception intended to result in financial or personal gain. This is exactly what happened to me as I was wrongfully deceived by the website that was intended to deceive customers into believing it was a legitimate website and therefore was intended to look real and get people to purchase off of the website to gain card information and therefore money. This most definitely is relevant to being fraud. Since I followed the banks fraud reporting procedures and in a timely manner, I am obligated to be receiving my money bank. 
  
  ******* ******

  

  Business response

  05/17/2022

  Letter dated April 29th is response to overall concerns/complaint. She would need to contact the vendor in which she willingly gave her debit card number to for purchase said item. There will be no additional action taken.

  Customer response

  05/18/2022

  Complaint: ********
  
  I am rejecting this response because: this is not a proper solution. My expectation is to have the dispute refunded to me via check by mail. It is a legal obligation of the bank to refund me so I will not accept a non refund from the bank.
  
  Regards,
  
  ******* ******

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