Petco Customer Service does not provide service San Diego, Internet

When PetCo(or any company) for that matter gets approval on a Credit Card, they only get it based on the Credit Card Number, Expiration Date, and sometimes either the CVV(Verification Code) on the card or your Billing Zip Code.

PetCo has zero access to anything beyond that with your Credit Card.  This is something only your bank has.  PetCo has no idea of what the real name should be.  PetCo has no idea of what the real Address should be.  PetCo has no idea of any other verification your bank would use such as the last 4  of your ssn, mothers maiden name, pin number,...etc.  They only have your Credit Card Number and possibly your name.  So without a piece of information they have on file, such as the Order Number they don't know if you are the person who made the order or not.  Yes, this does seem like they are protecting the criminal in this case, and in a way they are.  But only because they have no way of knowing which one is really the criminal.  And as I said before if it was a case where you had an "Ex" or something trying to go after you, you would actually appreciate this.

Good Luck, and I do hope that the bank takes care of this for you.  But don't expect them to tell you what ever happened, as in if they got the person or not. 

And as for a company not calling you back when they say they would..yes that would be a valid complaint.

Its acceptable that they accepted my credit card number and personal information from someone that wasn't me. But I'm supposed to accept that when I call to inquirire about the transaction that they protect my privacy and not give me any information? I have my credit card number just like the person who placed the order and they gave them what they wanted.

And a company shouldn't say they will call back and not follow through!

Petco did not make a charge on your account.  Someone using your card number did.  Unfortunately, there are many privacy issues that keep companies from being more forthcoming.  After all, from their perspective all they have is a person who says that someone used their card and they want to know what it was for.    How do they know you are telling the truth and you are the card holder?

What if you happen if you did order something and your "Ex"(that you don't want any contact with) knew about you ordering things on PetCo and had your Credit Card Number.  What if they were able to give them this same story and say that they want to make sure that someone they know didn't order it and get them to give them your shipping address(which is your current address)?  Would you not be here saying that they should have protected you better?

This is why contacting your bank is the appropriate and correct action you need to take in this case.  If it is truly fraud, they will remove the debit.  At the very least since the bank is basically an independent that "knows" you, they could probably get this information to you just in case it did happen to be someone you know.