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The reason the customer was notified about fraudulent activity on her card was because our company along with hundreds of others were hackedWithin minutes all customers credit card companies that were affected, which were of our customers, were notifiedWhich is why this they were all contacted by their backThis hacking was completely out of our controlWe use the #credit card processing company in the country and use their strictest screening availableUnfortunately, if large companies like [redacted] can be hacked so can small companies like ourselvesThe $charge would never have been noticed but the hacking took place at 11:39pm and credit cards automatically settle at midnightTherefore we were unable to void the cards which is why the charge was then refunded.All employees in our company were working hard to contact credit card companiesThis customer never sent an email as our voicemail instructs customers to do

We have nothing further to sayUnfortunately, hacking is something we all have been victims of and we all do our best to avoid itThis customer and ALL customers involved banks were immediately contactedAll banks should have immediately contacted their customers as we know many didIf her bank did not I would address the bank for having poor security response on their endThank you,*** ***

Complaint: ***
I am rejecting this response because: I was never contacted via email nor phone regarding a "hacking situation" from your company and neither was my bank. The only reason I found out about fraudulent activity on my card was thru my bank. I find it poor customer service to only be able to contact a company thru email especially when there is a problem that has presented itself. A *** after a week did return my call with no explanation this morning on my voicemail re: the situation. Unfortunately, I missed her call and called back to hear a voicemail message that she now does not listen to voicemail messages. Therefore, I reached out to the customer service line which again no one picked up at and left a message stating this is a situation I would prefer to discuss over the phone than via email considering it is regarding my credit card. I find their response to my complaint poor as once again I was never notified by their company regarding a hacking, the fraudulent activity occurred at 8:30am on my card, and they shouldn't have have my credit card information in their system any longer considering my original authorized purchase was May 26th and this non authorization occurred July 1st.
Sincerely,
*** ***

The reason the customer was notified about fraudulent activity on her card was because our company along with hundreds of others were hacked. Within 20 minutes all customers credit card companies that were affected, which were 123 of our customers, were notified. Which is why this they were all...

contacted by their back. This hacking was completely out of our control. We use the #1 credit card processing company in the country and use their strictest screening available. Unfortunately, if large companies like [redacted] can be hacked so can small companies like ourselves. The $1.00 charge would never have been noticed but the hacking took place at 11:39pm and credit cards automatically settle at midnight. Therefore we were unable to void the cards which is why the charge was then refunded.All employees in our company were working hard to contact credit card companies. This customer never sent an email as our voicemail instructs customers to do.

Review: I was notified by my bank that was possible fraudulent activity occurring on my card from this company. Yesterday, July 1st around 8:30am/8:45am [redacted].com made a transaction of $1.00 and then retracted the $1.00 later on. On May 26th I had originally made a purchase for a gift for someone. I asked the [redacted] yesterday if the company was paid in full for this original purchase; they stated yes. Therefore, [redacted] has no right to be making any kind of transaction on my credit card other than the original date of May 26th. I have not inquired to make any recent purchases with them other than that date. Due to this, I had to cancel my card and put a freeze on my account and change to a new one. The company hours are 9am-2pm. Yesterday, July 1st I tried contacting the business 3x as well as today, July 2nd 2x where I left two messages for a return phone call which has yet to be received. The transaction that they took from my account was made before business hours. I am extremely upset as to why they still had my credit card number in the first place let alone to proceed in removing and putting back a dollar from my account when they were never authorized to do so in the first place. To me this makes me question that they were testing my funds to see if they can make a simple transaction and to later on hit me with an even bigger problem. This was not only a credit card but a debit card and I would greatly appreciate someone looking into this immediately. Thank you for your time.Desired Settlement: I want an explanation and investigation as to why this occurred.

Business

Response:

The reason the customer was notified about fraudulent activity on her card was because our company along with hundreds of others were hacked. Within 20 minutes all customers credit card companies that were affected, which were 123 of our customers, were notified. Which is why this they were all contacted by their back. This hacking was completely out of our control. We use the #1 credit card processing company in the country and use their strictest screening available. Unfortunately, if large companies like [redacted] can be hacked so can small companies like ourselves. The $1.00 charge would never have been noticed but the hacking took place at 11:39pm and credit cards automatically settle at midnight. Therefore we were unable to void the cards which is why the charge was then refunded.All employees in our company were working hard to contact credit card companies. This customer never sent an email as our voicemail instructs customers to do.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was never contacted via email nor phone regarding a "hacking situation" from your company and neither was my bank. The only reason I found out about fraudulent activity on my card was thru my bank. I find it poor customer service to only be able to contact a company thru email especially when there is a problem that has presented itself. A [redacted] after a week did return my call with no explanation this morning on my voicemail re: the situation. Unfortunately, I missed her call and called back to hear a voicemail message that she now does not listen to voicemail messages. Therefore, I reached out to the customer service line which again no one picked up at and left a message stating this is a situation I would prefer to discuss over the phone than via email considering it is regarding my credit card. I find their response to my complaint poor as once again I was never notified by their company regarding a hacking, the fraudulent activity occurred at 8:30am on my card, and they shouldn't have have my credit card information in their system any longer considering my original authorized purchase was May 26th and this non authorization occurred July 1st.

Sincerely,

Business

Response:

We have nothing further to say. Unfortunately, hacking is something we all have been victims of and we all do our best to avoid it. This customer and ALL customers involved banks were immediately contacted. All banks should have immediately contacted their customers as we know many did. If her bank did not I would address the bank for having poor security response on their end. Thank you,[redacted]