I would GREATLY appreciate the email address for the CEO at Credit One Bank. My husband's card was hacked back in May 2017. We had NO ISSUES until May. The thief stole money from another's bank account, made an express payment to pay the $1904.39 balance off on my husband's card. Then added over $1741.96 in charges. He was sent another card in the mail with a different account number. We just assumed this was just a "new card." That was until I tried to pay his May payment. We could not log into his account and I called and spoke to "someone" with an extremely heavy accent, most likely from India. They assisted us with creating a new username....One we logged into his account, we saw a balance of, $5550.74!!!! Do the math, they added the $1904.39 onto his card a second time. After MANY phone calls and dealing with such incompetent customer service reps, we FINALLY reached a very educated and knowledgeable CSR, we were able to find out just what happened to his account. They sent him a new card because THEY already knew his account was hacked, but neglected to tell us!! We had to file a fraudulent claim with our local police, send to Credent One and have the charges removed. We have seen on some information I was able to print from his account online that charges were removed. BUT, this information was listed on his SAME account, not the "new account." It kept showing he had a minimum payment due of, $855.00. I would call and tell them this and they'd tell me "oh it's ok, just ignore it, it'll go away." We made $50 payments in July, August and $75 in September and $125 in October (due to the mess, we did not pay anything for May and June. Sadly, we did not receive any further bills and it was an "out of site, out of mind" HUGE not thinking mistake on our part. When I tried to log in online in December, I could not get into his account to make a payment. When I called them to see what was wrong, they could not assist since "mr. wasn't there to approve" them to share his account information with me. My husband was at work. When I again tried to log in today, 1/25/18, a notice popped up to call an 1-877 # When I FINALLY spoke to someone that I could understand, they told me his account was "charged off!" We had no clue what this meant and we called another number I found online. They stated since we haven't made any payments since.......APRIL, his account was sold to a collection agency and once we receive the letter in the mail, we're to follow up with them. I have print outs and bank statements verifying payments made. We are at a loss and we repeatedly tried to get this corrected. He's currently waiting on a call back from an account fraud specialist as we do not understand what is going on!!! They also stated they could not give us information as his account was archived!!??? WHAT does that mean?? Are you kidding me? This is a horrible mess! I think they mixed up the old hacked account with the new account. BUT our biggest concern is, WHERE DID OUR PAYMENTS GO???? So very sorry for my rant, but this is so stressful and we just want to get this straightened out. We'd greatly appreciate any information and advice. Thank you in advance.
