Consumer complaint received 2022-04-02
Company: FIRST MERCHANTS CORPORATION
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
- [ ] I filled a dispute with my bank first merchant on XX/XX/XXXX. I cancelled and got my account close with XXXX on XX/XX/XXXX but money was steadily coming out my account. I have this bank account to save money never check it at all and records shows. I return the form with my signature for the dispute to start on XX/XX/XXXX. On XX/XX/XXXX I received a call from XXXX XXXX at first merchant in dispute/fraud department. She beginning asking me questions one was you made a cash deposit on XX/XX/XXXX and it was a purchase made to this merchant at that time? I started to her my account was canceled that and I have emails so it shouldnt be no money coming out to go to that merchant. She begin interrogating me as if I was a prisoner. The questions she was asking, if the answers was not right she will re-ask the same questions. After XXXX minutes of getting nowhere with her shes begins to get real rude with me stating YOU KNOW WHAT I THINK I THINK YOU OWE THESE PEOPLE AND THEY TALKING THEIR MONEY BACK!. She was accusing me of things that wasnt true. There was no investigation started for her to say all the mean things she said to me. The merchant havent even emailed her back for her to accuse me of anything. She was so rude I Escalated it to her XXXX name XXXX where she told me that if they need any additional information for my investigation that they will reach out. She also stated that a parental credit will be giving within XXXX business days. Thats she will go over the call and give me a call back the next day. I have yet to hear anything back from her XXXX. I have sent over multiple paperwork supporting my dispute I have yet to get any hearing back on it. As of XX/XX/XXXX I reached back out to customer service a first merchant bank. They stated that the claim was denied on XX/XX/XXXX. I have got nothing in the mail or any calls stating why my claim was denied. The rep I was working with filed a complaint and Escalated my dispute to a higher management for how i was treated and my case not even being look into. There was no investigation done to my dispute for anything to be denied. They have not tried to get in contact with the merchant. I have been in contact with the merchant on several occasions and have sent over many emails and chats to them supporting my case. I have even sent over account statements from when I had joined this company back in XXXX until XX/XX/XXXX, sparring account closure. Theres no records of them transactions. They have not done they job as a bank in helping me get my claim successfully completed. XXXX called one day and the next day denied my claim without even putting a ounce of effort into investigating it. The customer service rep told me XXXX emailed the merchant on XX/XX/XXXX and denied the claim on XXXX XXXX never giving the merchant anytime to respond nor putting in any effort to wait and see. I contact the merchant and they stated they dont have no emails from first merchant bank. Ive never felt racism till the day I talk to XXXX and was treated so bad. Her XXXX by the name XXXX XXXX stated theyll investigate and if I need anything shell reach back out to me if she needs anymore documentation. She didnt even do nothing she promise me on the phone. XXXX so glad that calls are monitored and recorded and I would like management to also listen to those calls. Theres no way a representative should be able to tell a customer that shes lying without doing all the proper steps into investigating the case. I have talk to the branch XXXX and XXXX customer service reps who have apologized for the poor service that I received and got my documents sent back over.

Company response to consumer: Closed with explanation