I received a call from my bank last week about a suspected fraudulent charge on my credit account. After calling them, they confirmed that a purchase (intentionally made by me) was reported as fraudulent and they requested that I fax my information to prove my identity before they could give any more information. I didn't have access to a fax machine and didn't have time in my day to find one so told them I'd call them back.
The next morning, I noticed that my account was no longer visible on the app. I called back, and they told me that there was an investigation into my account and that someone with my name (but spelled differently) had called them and told them that the entire account was opened fraudulently. I've had this account for four years and have been using it as my main card the whole time. The representative offered to help and told me that they would put a note on the investigation that I had not called, did know about the fraud report, and that it was a legitimate account.
After that call I waited a few days to hear about an investigation or to get information from the bank about what was going on. I didn't hear anything from them and was still unable to access my account, so I called back to find out more information about the investigation. This time I was told that the account had been closed and that the note they added denying the fraudulent report was rejected. When I asked about why it was closed, they told me that a credit bureau called and reported it as a fraudulent application and that I would need to reach out to them to get any further information. So I called TransUnion and Equifax, both companies told me that they had received no reports of fraudulent activity and still showed on their reports that the account is open. They both assured me that if an account was to be closed then it would be from the bank, not the credit union.
I called the bank again, and now they are saying that the verification information I provided at the beginning of the call (phone number, address, SSN - they wouldn't tell me which) is incorrect and they cannot do anything to help me. Meanwhile I've lost my main credit account and have not received any formal communication from the bank letting me know about the investigation or that the account was closed.
What can I do now? Is there someone else I'm supposed to call or would it be best just waiting for a letter to come in the mail from the bank? This is a company that does not have any in-person branches that I can go to speak with.