Complaint Review: The Limited

Thank you for your response to the fraudulent charge on my Direct Express Card from “The Limited“ for $200.00. You stated you used your internal records and my card history and cannot confirm that the fraud occurred. That leaves it up to me to prove that I did not make this purchase. I never received ANYTHING from this company and if it was sent, they should have to prove they sent it to me.

You also suggested that I immediately cancel my card and have a new one issued and I did that. I am not confident in this process now, and wonder why you do not stand behind your debit card. Could you please just send me a check each month?

You also suggested that I try to resolve the issue with the merchant directly. I discovered the fraud on March 8 and contacted you the day after the charge appeared. That same day I contacted the company and they stated they could not divulge any information to me, that my bank is the only party that can have access to that information.

You took all the information you needed on the phone and stated you would also send a form. I filled the same information out and sent it to you. I called two weeks later for an update, and was told it could take 4-6 weeks. I waited and contacted you after 6 weeks. I was told that it was not received and was either lost in your system or the mail.

In May 14, I filled out the forms and sent them in again. When I received your denial letter, I contacted “The Limited” again and asked what the purchase was and was again told that they cannot divulge information, and that it needed to be settled with the bank.

On July 13 I asked to speak to a supervisor and was transferred to Sarah (512) 250-7529. When I explained all of the above, she stated that these were their findings. I questioned how it could be consistent with my purchases, I do not make many purchases that are large and that my monthly purchases are consistent. I again contacted “The Limited” and asked for help, as I am between two companies with no options. I asked why the amount was an even amount. The only thing she would tell me is that it appeared to be a Gift Card. When I asked to whom it was issued and where was it sent, she again said she could not divulge that information. I asked if she shared that information with Direct Express Fraudulent Department and she said they have NO record of ANYONE contacting them for any information.

This leaves me at this point: You apparently made your decision, NOT based on any information from me, or with NO contact to their company. So, I have enclosed the copies and explanation of my purchases beginning January 2013 through July 2013.

Please note, most of my purchases are for meals in restaurants. I started shopping online at Walmart and Amazon (both sites are extremely secure) for my groceries and household supplies. The reason for this was that I get FREE SHIPPING on all my purchases, and don’t have to spend gas and time in the stores.

Also the $200 amounts are ATM withdrawals with which I purchase money orders for rent and utilities. My rent is payable from the 1^st of the month to the 10^th. Please note that these amounts are for that time period and goes for money orders for my rent and utilities.

I am sure once you have had the opportunity to go over my explanations, you will see how clear it is that this was a fraudulent charge. I did NOT make this charge. It is not fair that companies can get away with this. This is my social security and I should be able to expect a safe and secure way to use my money.

I wanted to have checks sent to me and that was denied. You only provide direct deposit to a bank or your debit card. I should be able to expect that your bank stands behind their two ways to protect my Social Security money.

Also, when you contact “The Limited” please have them verify who the Gift Card was made out to and where it was shipped. I never received ANYTHING from that company. It seems feasible to me, that if their company is sending out thousands of Gift Cards, they are not going to do so without some protection of knowing that the customer received them, either by evidence of insurance or signed delivery. It should be the company that has to prove delivery, not the customer.

Thank you for your time. I look forward to resolution of this dispute and restoration of my faith that my bank stands behind your process of how I receive my Social Security money.

Sincerely,

　

　Nancy B

Cc: Legal Services Of Eastern Michigan

Office of the Inspector General, Social Security Administration