Complaint Review: Washington Mutual

Back in the middle of December I noticed a debit in my checking account of $705.00, which was very alarming. I went into the branch as I thought this was a definate mistake or oversight on the bank's end. I was told that a transaction was done for a 40/40 club in Vegas, meanwhile I NEVER left New Jersey and my debit card was and has been in my possession the whole time. I never give out my debit card information and I have never given anyone access to use my card. The branch deactivated and cut up my debit card. I filed a fraud report over the phone (as I was told because I opened the account online all things of this nature must be done outside the branch). I was told that within a few days I will receive a provisional credit while an investigation will be held. Meanwhile I withdrew any money I had in my accounts as I feared further fraud.

I called a few times since than to see the status and was told that until the investigation is complete I cannot be given information. I was told that they will possibly be going through tapes during the investigation and they will be in contact.

I recently received a letter from Wamu Debit Card Claims from an Alex Wilson dated February 25, 2008 (note this is more than 2 months after the fact AND this is the first and only instance of contact on their part). The letter states, "We have completed our investigation into your claim of unauthorized use on the account referenced above. The information available to us does not validate your claim of fraud. We have sent you requests for additional information and have not received a response. Therefore, we are closing our investigation at this time. We will be reversing this credit and reducing your account balance by the same amount on 03/06/2008."

I had never received any requests for any information nor have they made the attempt to call me for whatever information they claim to have needed to move forward with the investigation that I was told was being done. Not only was I lied to about a pending investigation, but I was also poorly treated when I called to find out information about the denial of my claim.

The guy I spoke to on March 3, 2008 was extremely rude and sarcastic. He insinuated I was a liar and laughed at me when I told him someone had told me they were going to go through tapes during the investigation. He said tapes that's funny? I was so offended by his demeanor and it is reason enough to never do business with this institution.

To make matters worse he said that I hadnt called or provided them with any information. I told him that I had called a few times and he said it wasnt logged in the system so he doesnt believe that I had made any attempts. He said a normal customer would be on top of things and call and he just wasnt listening to anything I had to say. After asking him why no one had called me, he said we don't call customers. I asked him to speak with a manager and he denied my request. He took my numbers and said a manager will be in contact within 24 hours.

And even worse when I called right back and spoke with someone else (in the call center), she told me that he never logged that call in nor did he take my number for the manager to call me so she didnt believe that I had just called. And the last blow, she wouldnt take my number for a manager to call or give me a manager's number so that I can call them. She said, "managers dont call people and I cannot give out that information."

Kristin
Elmwood Park, New Jersey
U.S.A.