Ashley's Flowers

Please see attached letter for response....DATE: 02/26/18 REF: Revdex.com ID #[redacted] On 10/18/16 Customer notified our company via email of unauthorized online charges on his debit card that was issued to him by us. Customer claimed that 8 charges from [redacted], 3 charges from [redacted], 1 charge...

from [redacted] (dating site), 1 charge from [redacted], 1 charge from [redacted], and 1 charge from [redacted] are unauthorized.  “Unauthorized” Charges occurred from 09/23/16 to 10/09/16, and transaction amounts ranged from $0.99 to $49.98. Total amount of “unauthorized” charges claimed by Customer was $200.34.  I checked Customer’ previous debit card history, Customer had numerous previous charges from [redacted], one previous charge from [redacted], a previous charge from [redacted], previous charges from [redacted], and previous activity from [redacted].  Customer had not and was not disputing these previous charges. I responded to Customer on 10/10/16 requesting that he clarify which charges are unauthorized. I also notified Customer on 10/10/16, that based on his extensive history of previous “undisputed” charges from [redacted], that our company considers any charges from [redacted] as valid and would not be proceeding with any disputes on these charges. I provided a phone number for [redacted] to Customer and advised him to contact [redacted]. Customer responded via email on 10/10/16, Customer did verify that the previously “unauthorized” charge from [redacted] is indeed a valid charge. Customer also stated that he does not check his account history all the time. Customer also stated that he would like to be contacted by a Supervisor and that he wants to end his service with us and report our company to the Revdex.com because I “called him a liar”. Customer also sent another email on 10/11/16 asking when his new debit card will be received. Customer stated that he would like his new card by 10/14/16. Customer also stated that if he did not receive a response by 10/12/16 that he will contact the Revdex.com. I responded to Customer via email on 10/11/16 that my Supervisor has been notified of the situation and that the Customer would not have his new debit card by Friday 10/14/16, but that he should receive his new card and pin within 7-10 business days. (Customer’s new debit card and pin had already been ordered on 10/11/16 and the normal delivery time on our debit cards is 7-10 business days). Customer responded via email on 10/11/16 that this delivery time “does not work for him”. My supervisor spoke with Customer on 10/11/16; my supervisor stated that Customer seemed cooperative. My supervisor stated to me that I could move forward on the Customer’s disputes using my best judgement.  I emailed dispute forms to Customer on 10/11/16 for him to sign. I notified Customer that we would move forward with disputing THE 3 charges from [redacted], 4 charges from [redacted] (Customer originally disputed only 1), 2 charges from [redacted].COM (Customer originally disputed only 1), and the 1 charge from [redacted]. Total amount of these charges was $201.21 which was actually a larger amount than what the Customer had originally disputed. I also notified the Customer via email on 10/11/16 that we would not be moving forward on his disputes for the 8 charges from [redacted]. I again provided the Customer with a phone number for [redacted] and advised him to contact [redacted]. The Customer responded via email 10/11/16 that he wants charges from [redacted], and [redacted] refunded. The Customer stated that if the charges are not refunded he will contact the Revdex.com. I again advised the Customer via email on 10/12/16 that the [redacted] charges would not be refunded and the he is free to contact the Revdex.com. The Customer responded via email 10/13/16 that this is “BS” and that he wants to speak to my supervisor again.  My supervisor left a message for the Customer on 10/17/16, the Customer did not respond.  The Customer contacted me via email on 10/20/16; Customer stated that he will be returning the completed and signed dispute forms back to me. The signed and completed dispute forms were received via email 10/20/16. Our company issued credit to the Customer on 10/20/16 in the amount of $201.21 (this amount covered the 3 charges from [redacted], 4 charges from [redacted], 2 charges from [redacted].COM, and the 1 charge from [redacted]. Our company proceeded to ‘write-off” $111.24 in fraud loss. The remaining $89.97 ($39.99 and $49.98 [redacted] charges) were submitted for recovery via our VISA chargeback process.  It was discovered on 12/23/16 that the Customer had received refunds direct from [redacted] in the amounts of $39.99 and $49.98 on 12/08/16. I notified the Customer via email on 12/27/16 that he had received refunds from [redacted] and that the matching credit that Our Company had previously issued to him on 10/20/16 needed to be reversed. The Customer responded via email  12/28/16 stating that since he was not working and since Our company had charged him a $35 fee NSF Fee on 12/28/16, that he is going to close his account. The Customer also stated that he will pay us back for the duplicate credit when he has a job.  Due to the Customer’s statement that he will be closing his account; the $89.97 duplicate credit was reversed from his account. I notified the Customer on 12/30/16 that the duplicate credit has been reversed from his account. I also notified the Customer that his account was now in the negative and that our Collection Department allows 45 days to pay off the negative balance. The Customer’s debit card involved in this situation was blocked on 10/10/16 and closed on 10/21/16. A new debit card was issued to the customer.On 04/14/17, the Customer contacted me via email. Customer stated that multiple online charges from [redacted] (dating site) and [redacted] are unauthorized. Customer is disputing $21.95 charges from [redacted] on 02/13/17, 03/13/17, and 04/13/17, as well as [redacted] charges for $9.99 on 03/14/17, $3.99 on 03/24/17, and $3.99 on 04/05/17. Total amount of disputed charges is $83.82. Again, while reviewing Customer’ account history, previous undisputed “[redacted]” and Dating Site charges were noted. I provided dispute forms to the Customer via email 04/14/17. I also provided merchant phones numbers for both [redacted] and [redacted] to the Customer and requested that he contact both merchants to attempt resolution and/or request refunds. The Customer did not follow-up with me on whether he attempted to contact either merchant. The Customer returned the signed and completed dispute forms back to Our Company on 04/17/17. All charges were refunded back to the Customer on 04/17/17.  The $83.82 was “written-off” as a fraud loss by Our Company. Although the Customer’s claim of “fraud” was again deemed suspicious, it was determined that it was best to resolve this situation quickly based on the Customer’s threats and demands from his previous fraud claim in 2016. The Customer’s debit card involved in this situation was blocked on 04/14/17 and closed on 04/17/17. A new debit card was issued to the customer. On 05/17/17 I received an email from the Customer stating that he is closing his account at our Company. As of the date of this letter, the Customer has not closed his account. On 01/24/18 the Customer notified me via email of unauthorized online charges on his account. The Customer claims that 38 charges from [redacted] totaling $459.14, 3 charges from POF.COM (dating site) totaling $48.93, and 1 charge from [redacted] for $1.94 are unauthorized. The charges posted from 11/30/17 to 01/22/18. Disputed amounts ranged from $1.94 to $19.99 and totaled $510.01. I reviewed the Customer’s account history and saw previous charges from both [redacted] and POF.COM that the Customer had not and was not disputing.  On 01/24/18 via email, I provided the Customer with phone numbers for both [redacted] & POF.COM. I verified both phone numbers as valid before providing them to the Customer.  I requested that he contact both merchants to resolve situation and/or request refunds. The Customer responded via email on 01/24/18 that he would attempt to contact both merchants.  On 01/25/18 the Customer responded via email that he could not reach either merchant by phone.  The Customer stated that he emailed both merchants, but had not yet heard back.  On 01/26/18, I verified both merchant phone numbers as valid and was able to speak to representatives of both companies. On 01/26/18, I notified the Customer via email that I verified both merchant phone numbers as valid and requested that he make another attempt to contact both merchants.  The Customer did not follow up with me on whether he was able to speak to a representative of either company. This was the Customer’s third claim of unauthorized online charges involving [redacted] and online dating site related merchants. In each instance the Customer was not disputing all charges from a particular online merchant, only some. In reviewing the Customer’s account history, online charges from [redacted] and online dating site related merchants seemed to be the norm. Our debit cards are monitored by FALCON, a nationwide system of card fraud detection.  One factor utilized by the FALCON system is previous card activity to determine what is “normal card activity. At no time did the FALCON system identify any of the customer’s card activity as unauthorized.  I discussed the Customer’s repeated claims of unauthorized activity with my supervisor. It was agreed that the Customer is either responsible for the charges and is filing false fraud claims or that the Customer is not securing his debit card information responsibly.  Our company has previously refunded $285.03 back to Customer and had replaced his debit card on multiple occasions at no cost to him. It was determined that a new debit card would not be issued to the Customer and that Our company would not refund any further online charges that the Customer claimed were “unauthorized” I emailed the Customer on 01/31/18 notifying him that Our company will not be moving forward on his fraud claims and that the charges would not be refunded. I also stated that Our Company will not be issuing him a new debit card. The Customer responded via email on 01/31/18 that he will be closing his account and going elsewhere. On February 10, 2018 the Customer sent an email to me inquiring as to when he would receive his new debit card.  I responded via email on 02/12/18 that as stated in my previous email sent on 01/31/18 that a new debit card was not being issued and that the Customer had stated that he was closing his account. The Customer responded via email on 02/12/18 that he is not closing his account and he is demanding a new card or he will file a complaint with the Revdex.com.  I responded via email on 02/12/18, again stating that a new debit card will not be issued as per my previous email on 01/31/18. The Customer responded via email 02/12/18, that he will have to file with the Revdex.com, that he wants my supervisors information and that this is terrible service.  I responded to the Customer via email 02/12/18, that I have forwarded his previous email on to my supervisor. The Customer responded via email on 02/12/18 that he has filed a complaint with the Revdex.com with my name on it. On 02/20/18, I received an email from the Customer; he is requesting my supervisor’s name and other info so that he can make a Revdex.com complaint. I provided this information to the Customer via email 02/20/18. The Customer’s debit card involved in this situation was blocked on 01/23/18 and closed on 01/31/18.On 02/21/18, the Customer sent an email to my supervisor, stating that he would like his new debit card sent to him by Friday or he will be filing a complaint with the Revdex.com against my supervisor and our company. My supervisor responded via email to the Customer on 02/21/18, stating that the Customer has already filed a complaint with the Revdex.com and that we are drafting our response. My supervisor also stated to the Customer that he will not be getting a new debit card. The Customer responded via email on 02/22/18 that he will file a lawsuit.We feel that we have resolved and attempted to resolve the Customer’s issues as fairly and professionally as possible. However, the Customer continues to respond to us in a demanding and threatening manner. The issuance and use of a debit card is a privilege and not a right. We feel that the Customer has not exercised that privilege in a reasonable manner. To avoid future Customer claims of “unauthorized” charges and future losses, we believe that it’s in our company’s best interest not to issue a new debit card to the Customer.Sincerely, [redacted]Fraud Manager

I am rejecting this response because: This is them blaming me without proof and the should be held accountable