if you don't have an account or have never signed up for the service this may be why the team are having difficulty locating an account for you. For this you would need to contact your card issuer and explain that there are fraudulent transactions coming out of the card so they can chase the appropriate legal route to get your funds back and the card blocked/.reissued. Please make sure you raise this with your bank ASAP as the customer service team will not be able to trace this without an account, the team cannot and will not ask you for your card details and since you claim you have not made these charges that would be all they have to go on. so you need to contact the bank or relevant policing authority
