Main support line for shopify balance card

[shopwithroro]

My virtual shopify card info was stolen and the thief made a little under $5000 total in purchases. I tried reaching out to shopify support and they told me they can only reach out to the bank as an intermediate and ask them to open a dispute on the charges. I filed a police report and sent shopify a copy to submit that as evidence. Now in hopes to get the thief caught, I'm trying to get more info on the charges, the location to be exact so that my police department knows what county to forward my case to. The vendors related to the charges said they unfortunately aren't able to see the store locations on their end, and that my bank would know. I asked shopify support and they told me Celtic Bank is the bank in charge of my card. I reached out to Celtic and they told me they do not handle any customer issues whatsoever, and that the person to contact is Stripes as they are the ones issuing the card I guess? They transferred me to Stripes and Stripes told me the only way they can look into my account is after Shopify reaches out to them and gives them permission I think to look into it. They gave me a number to call, saying it's the manager in charge of Shopify related cards, along with an email. The number is unfortunately no longer in service and the voicemail says to reach out to shopify support. The email though belongs to a person named Robert Cavanagh. I again reached out to shopify and they told me they have no way at all to look into my account and transactions? The Shopify rep Soledad also told me they have no way at all to reach out directly to my bank/Celtic. So how did they submit the charges for dispute? Everyone is basically giving me the runaround and I have no idea how to move forward from here. Shopify's lack of alerts and fraud prevention allowed that $5000 to disappear overnight, do I have to live with being ok that it's gone now? If anyone knows anything to help, please let me know.

[demandchanges]

We are dealing with this exact issue rite now, it is a joke how can they expect us to sit here and let them hold our money and them to treat us like this? The lack of support and help from shopify on this issue has me ready to move websites and gateways this should seriously be a 2 step process and done but it is a complete joke with shopify celtic bank and stripe. 

[Shay]

Hi @shopwithroro 

I firstly want to apologize for a delay in getting you a response here on this topic. I hope that you have since been able to connect with our authenticated support team to resolve this, but in case you have not I want to make sure you are able to follow up on this ASAP.

You noted: 

I asked shopify support and they told me Celtic Bank is the bank in charge of my card. I reached out to Celtic and they told me they do not handle any customer issues whatsoever

This information provided to you was not correct, and for that I am also very sorry. If you are able to share your ticket number with me here I can flag that for a review and to ensure that this ticket was properly followed up on.

If you have not had this issue escalated for assistance from our financial support team, please reach out to our support directly through our Help Center here: Contact Shopify Support and let them know that you have had fraudulent charges on your Shopify Balance card that need to be investigated. 

If you have any other feedback or concerns that I can assist with through our community forums, please don't hesitate to let me know. 

[DarinDeVries]

I had my Balance account hacked and hundreds of fraudulent charges are coming out so I lock and replaced my cards, Does anyone know how to contact shopify Ballance account people??? I have been dealing with this BS for over 24 hours and no support. I would like to dispute the charges. WHY CANT YOU CLICK AND DISPUTE ON THE ACCOUNT, Chase bank makes it easy! Why cant Shopify? 

[Shay]

Hi @DarinDeVries 

I am sorry to hear about this situation. Please reach out to our authenticated support team for further assistance with this. You can contact our support team 24/7 through our Shopify Help Center. If you are having any issues connecting with our support team, please let me know here. 

[DarinDeVries]

The Shopify Help Center does no good as there is no place to log into my
Balance account and check the boxes next to each fraudulent charge on my
account to submit all the chargebacks. There is hundreds of fraudulent
charges from $1.00 to 350.00

[Shay]

I understand! In a case like this where there are many charges, our authenticated support team should be able to escalate this for further assistance. Our payments team will be happy to further assist you with reporting these fraudulent charges on your account.

[demandchanges]

I just found out Shopify didn’t submit my disputes even though I told them to, this is absolutely ridiculous how we have no control over our money.