Still working on the CC fraud

On  Thursday, April 17th we learned that my older son's MC had been used for several charges that were not his. We dutifully called that night to MC to begin the process.

On Tuesday, April 22nd, nothing had changed on his account so we called again.  This gentleman took all the same information but seemed surprised that we had not received a fraud affidavit in the  mail yet. He checked and the man who took our original call did not get that started.  We went over again the 6 charges on his account. I told the CS Rep that DS would be leaving for the States soon and asked what would happen if this time sensitive document came while he was gone. He took my information down and DS's verbal consent, we agreed I could sign for him.

By last Thursday, all but one of the charges was gone from his account. There were a total of three to the same magazine in the US, but only two of them were removed. Very odd.

Last Friday, the fraud report arrived. Only 3 of the original 6 charges were listed. If we had signed this report then it would be saying that the other 3 were our responsibility.

I found it odd that online they had wiped out 5 charges but the paper said 3. What was up with the discrepancy you ask???

Good question.

And so began the moment I began my hate of 'on hold ' music.

Getting into the details again will make me bang my head against the wall. Let's just say that between Sunday and Wednesday, DS and I spent over 11 hours on hold in multiple calls. One call lasted multiple hours because I was determined not to give up.

I was not alone. Many customers joined me in our solitude of phone to ear, muzak playing ad nauseum, with an interruption every couple of minutes telling me 'My call is important to them. Please stay on the line so I do not lose my place in the queue."

Apparently there is some sort of glitch in their system.  They even apologized here , but really, gave no reason why. It was beyond insulting.

DS ended up having to take time off work to go into the branch and ask them to intervene. As of  today, the lone charge is still there.

I emailed MC and got a form letter response. It was ONLY in French. Not both of our official languages, but only in French. I was really offended. Now I do speak some French and could make sense of what it was saying.

Begin head bashing against a wall.

So he leaves for the US with this charge still there. The 'rules' say to report the fraud within 30 days and we did, so hopefully the fact that he will be gone for several weeks won't interfere with this getting resolved.

I have had a  BMO MasterCard since 1991 and have never had trouble so this is really uncharacteristic, but it's going to lose them a lot of customers I suspect.