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Feb 14, 2023

I cut up my Visa card over a year ago

I cut up my Visa card over a year ago. All of a sudden I received a statement showing several thousand in fraudulent charges. I made a number of phone calls to people who had no idea as to the process to resolve this issue they seemed to have shut the card down already but wanted to send me a new one with no info about resolving the fraud itself. Since the card did not physically exist it seems likely it was a hack, a random fraud attempt or someone was given my number in error. After several calls I was given a fraud line where the fraudulent charges were read to me by a robot to which I agreed I had no knowledge of, then a person who insisted on reading them to me yet again even after I told her I hadn’t had the card for over a year. I then was told to call yet another number , she had no idea what the process was to resolve the issue. I phoned the number, was cut off and called again. I explained it again for the fourth time. He told me I should not have cut up my card until my new one arrived, just like you wouldn’t cut up a drivers licence until a new one arrived. No analogy there. I had told all of the people I talked to I do not want another card. But I don’t think they understood. He said a package will be sent to me within 2 week to resolve the issue , but he didn’t know what that meant. None of the people I talked to listened to anything I said and kept interrupting me as if they had a script and could not vary from it. In this situation a customer should be able to make one call to a knowledgeable individual who understands the system and processes. This is the worst experience I have had with a bank.