Four Oaks Bank & Trust Co

I was told I would be denied issuance of a debit card for my personal account because, in [redacted] opinion, I was not responsible with mine.My account with Four Oaks Bank has been compromised twice in three years. Once was overseas and most recently within the US. Neither time did I lose possession of my card. I received a letter from Four Oaks Bank that my account information was at risk a week before it was compromised. I called to report the unauthorized purchase and went in to the bank to sign the forms for fraudulent activity. It was a week and a half later before I was contacted and was then told that I would have to file a police report as well as being told by [redacted] that [redacted] felt I was not responsible enough to have a debit card. I do not feel it is Ms. [redacted] - or any financial institution's- right to deny a customer access to his/her account and cast judgment on one's sense of responsibility,. This judgment was made with second-hand and limited knowledge of the situation without me ever being contacted by the person making this decision. Four Oaks Bank did not protect my account and I received the penalty for someone gaining access to my funds that I relied upon Four Oaks Bank to protect - yet I was labeled the irresponsible party. Desired SettlementI would like the $100 that was used for the unauthorized purchase refunded to my account immediately.Business Response On 1/17/14 Four Oaks Bank received a transaction dispute from this customer. As is our policy, upon receipt of the dispute the bank reviewed the customer's account history, history of reporting fraudulent transactions, and the details surrounding the alleged unauthorized transaction(s). During the initial research it was noted that the customer had previously reported fraud via her debit card and was refunded over $350 as a result, had a negative account history, and the disputed transaction was not typical. The customer's card had been previously compromised in the recent past via a large retailer. The customer had been notified, as were all affected cardholders, and was issued a new debit card at no cost to her. The transaction reported in this situation did not fit the profile of unauthorized transactions being reporting by other cardholders involved in the same retailer breach. Therefore, based on the initial investigation the Bank determined that additional information was necessary to support the dispute. It is not uncommon for the Bank to take this step. On 1/23/14 questions were sent to the Branch Customer Service Representative to collect more information from the customer about how the alleged unauthorized transaction may have occurred and to request a police report. The Customer Service Representative attempted to contact the customer several times but was unsuccessful until 1/27/14. On 1/27/14 the CSR communicated to the customer that additional information was needed to support the dispute. As of the date of receipt of this complaint the customer has not provided the requested information to support the dispute and therefore no further action was taken by the Bank.A debit card is a product that can be revoked based on account activity in order to reduce the risk of loss to the Bank and would then require subsequent approval to be reissued. The customer's access to a debit card was under evaluation and that was communicated to the customer on 1/27/14 along with the request for additional information. While we realize that the consideration of this step is not something that a customer wants to hear, given the customer's account history it was prudent to evaluate whether or not the debit card should continue to be offered on her account(s). The Bank ultimately decided not to revoke the customer's debit card at that time. As noted above, the customer was issued a new card following the large retailer breach. As of the date of this response that new card had not been activated. As of the date of this response the Bank has also not received the additional information requested to support the transaction dispute.Please let me know if any additional information is needed.