Wachovia Corp Complaint - Wachovia's fraud mistake cost ME
Here is how my whole situation started. My boyfriend unknowingly got caught in an online scam. He tried to buy software for "google" advertising or something. Anyway, it was supposed to cost $1.95. On 7/9/09 I noticed a charge from google for $79.90.
I immediately called Wachovia to put a stop on that payment because I had not authorized it. The operator gave me a provisional credit for the $79.90 pending investigation and cancelled that debit card number. They said they would send me a letter to update me and told me to try reaching the merchant to try getting a refund. I called the merchant where a recording tells you to hold on. After holding for about half an hour I hung up. I tried again several times with the same result.
Fast forward to September 12(Saturday). I receive a letter from Wachovia stating they had not heard back from me and I had 10 days before they would take back the $79.90. I called them immediately and was told they had sent me a letter that I didn't answer with information they needed. I informed the operator I never received the letter. The operator only argued that they had sent it on whatever date she said they sent it so it wasn't their fault it was my post offices fault. So the operator said she could mail or fax me the form. Since it was faster by fax, she faxed it to my local Wachovia for me to pick up Monday after 9am. I work 9-5 so my boyfriend who works night shift and is normally asleep by 9am had to go pick it up for me. I filled out the form and faxed it to the only fax number on the paper (Monday the 14th) around noon. I called the next morning around 9am the 15th and was told they did not get the fax. I asked if maybe I had the wrong fax number and she said that didn't matter (even though I never told her what number I faxed it to). She asked what my card # was and I told her I didn't remember because I disposed of it. She told me if I wrote my bank account number instead of the credit card # on the form, they would not receive my fax. So she gave me my old credit card # and I changed it on the form and re-faxed it arounf 1:30pm. I called at 4pm and they still said they never got a fax. I told the lady this was time sensitive and whats going to happen if they don't get the fax? She said it takes 24 hours to get a fax! "Just call back later you still have time" I asked her again, what if they don't get it? Her reply was "Just call later". I then faxed it 3 more times before leaving work. Now at about 8am Wednesday the 16th I called and only reached some department that answers for the fraud department before 9am. So I had to call again after 9am. I spoke with a gentleman who told me still no fax. He said if I was faxing it from my job then they probably had my fax number blocked and it wasn't coming through. I told him I knew it went through because our fax machine would send a report back if it did not. He insisted it didn't come through. He told me to take a lunch break and go fax it from my bank. I finally had enough and asked for the manager, this really agitated the service representative but he gave me the manager. The manager informed me they did get my fax after all and that it was the wrong form and he had no idea why they sent me that form. He also said I faxed it to the wrong fax number (how is that when they indeed got my fax?) He gave me his personal fax. All he needed was for me to write and sign a letter that I hadn't authorized the charges. He said all he could do was try to speed up the process for me before my time ran out.
The next day (Thursday the 17th) a woman called me and said they got my letter and was I able to reach the merchant about it. I told her no. She was going to investigate it and call me back. A minute later she called me on 3-way with the merchant who said it was in the terms and agreement that I signed up for a free 7 day trial. I said there was NO terms and agreements and no where on the page did it say there was any extra charge for anything. He insisted it said it. So once they hung up she informed me it was in the terms so I had no chargeback rights! I told her I saw with my own eyes it was NOT on the page and she is just going on the merchants word. She said that wasn't true and that really it had been to long for me to dispute the charge and that I should have disputed it right away. At this point I was beyond belief. I told her I called Wachovia right away! She said well now its to late and theres nothing they can do, its against Visas rules. I told her its now to late because WACHOVIA never sent me the letter and they couldn't even send me the right form or know that they received the form! They messed up the entire way, even admitting this but I am stuck with the scam charge and a to bad from Wachovia. I told her I wanted to speak to the manager. She said the manager was on a conference call and would call me later that evening or the next day. Never got a call. The manager was not on a conference call, she had put me on hold to speak to the manager not a minute before I asked to speak to the manager. This is just what business managers say when they don't want to talk to a customer even I know this. This was the worst customer service ever. Every operator I spoke with had a nasty attitude and wated to argue, they never even let me finish a sentence without interrupting me. I am switching to another bank Monday.