If you see a charge on your card from Fluz, but you did not make the charge, it is likely someone has gained unauthorized access to your card information and added it as a payment method in Fluz. Fraudsters often buy and sell personal information, so it is likely your card's numbers are still available for others to use outside of Fluz. Unfortunately, there is no way for Fluz to determine how your account information was breached.
If you haven’t already, we recommend you do the following:
Let your bank or card company know the charges were unauthorized. They should be able to walk you through the dispute process. They are your best point of contact in this situation. They will reimburse you for your loss and will file a claim with Fluz separately for that amount. Working with your bank or card company is the only way to ensure that your information is secured.
If you are a victim of a scam, report the scam to your local police authorities immediately. We are glad to assist law enforcement in their investigation, please have them reach out to us at [email protected].
My transaction could've been cancelled, it was still in "pending" status
Transactions may show as "pending" in your statement until it settles/finalizes but it cannot be cancelled anymore. After payment, the digital gift cards that Fluz provide are immediately delivered to the end user, and thus the transaction is final at the time of purchase. The gift card cannot be returned once the code has been generated and revealed.
Who used my card in Fluz?
How did this happen? How can I prevent it from happening?
For information on how to protect your personal and financial information, please look over this article on how to identify scams. This will help explain how your information was breached and how someone else was able to use that information.
If you see a charge that you did not authorize, Fluz might still be able to help. You may reach us at +1 646-760-7479. However, due to the high volume of calls we receive, the best way to reach the Safety team is via [email protected].
Our business hours are 9 am- 7:30 pm, Mon-Friday (EST).
The Safety Team said they will conduct an investigation, how does the investigation work?
Once the team has identified or located the unauthorized transaction/s made on your card, they will email you a unique url link for you to upload documents that prove ownership of the card. These documents must be submitted correctly and completely within 7 business days otherwise the case will be closed. Only upon complete submission of the documents can the Safety Team start the investigation.
Given that another party was able to use said card in the Fluz platform, it means that they also have access to the card information. The Safety team will be asking for the same proof of ownership documents from the user associated with the charge as well.