Usually they start an investigation for unauthorized transactions and can get additional details about it from the merchant or company making the debit to the account.
Everything is always recorded in some capacity and additional information can be obtained a lot of the times.
Did they request you file an indemnify and fill out the forms??
Sadly the customer service at banks has gone down the toilet and the level of training/specialization as well. Keep on it and be aware and if you are not liking the answers, make sure it is escalated and documented to management.
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