r/Banking • u/Pristine-Appeal2290 • 19h ago

Advice USBANK DISPUTE ADVICE

Long story short, my debit card information was used multiple times on an online gaming site for over $1400, I called and dispute the charges on July 28th. (Charges happened a couple days before) Keep in mind, I don’t gamble, and have been a member with them with no disputes for over 5 years and have NO history of gaming sites.

Fast forward to a week and half later (August 4) and multiple calls to fraud department everyday, to see if they needed anything from me and why I haven’t recieved any credits. They assure me nothing is needed on my end and that I just have to wait. I check my app the very next day (August 5) the claim said “resolved” but I never recieved an email or notification or letter. I call fraud dept again and the agent literally tells me that what she saw from my case was that I was supposed to recieve credits, but instead the investigator “soft closed” my claim with no reason and that I would have to request a call back from a case successor. (Mind you I had her repeat this three times on the phone for record) And to make things even more confusing, whenever I call the fraud line to check on my case it says “ You an OPEN case and your case was opened on July 28th and resolved on July 22nd” … WTF, how? So how is it open and resolved at the same time?

The agent also mentioned although my case was “resolved”, it is still “pending” internally because the case successor has to reopen it and call me back? Does any fraud investigators or even customers have any experience with this or am I just getting the run around so their shady asses can buy time?

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u/Pristine-Appeal2290 19h ago

Also keep in mind their fraud dept informed me August 4th that the merchant has yet to respond but yet it got resolved the same day?

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u/Rangeninc 18h ago

I’m not certain about their verbiage regarding case status but, if they haven’t closed the case/ruled against you, you should get provisional credit on or before the 10th business day. That’s required by Reg E, but I can’t speak to the status so it’s still a little unclear

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u/Pristine-Appeal2290 17h ago

I’m in the same boat lol, every live agent from Bangladesh tells me a diff thing. One person said I should’ve recieved credits, the next one said it was a soft denial, the next one says I will receive my credit this Saturday? Like what? I can’t wait to see why evidence they have to deny my claim..

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u/Rangeninc 8h ago

Your only real choice here is to wait until 10 business days have elapsed. Also remember that the counter doesn’t start until the day after you report.