Consumer complaint received 2019-12-30
Company: First Data Corporation
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX at around XXXX XXXX  I received a notification from my banks mobile app alerting me of a transaction. This transaction wasnt done by me and I immediately reported this to my bank and requested the transaction be canceled or put on hold which was refused. They stated that was something that didnt have the ability to do and I had to wait until the charge cleared then go through the dispute process. They stated there was nothing they could do until it cleared and to call back. The charge cleared a couple of days later. I called and they made me cancel the debt card and expedited me a new one. The dispute had to be in writing and it could only be mailed regular mail. They stated they could not email, fax, or expedite the dispute form. I received my new debit card on XXXX I didnt receive my dispute form until XX/XX/XXXX. Once received I immediately filed the form out and sent it back. XX/XX/XXXX was the 10th business day. Which has bee confirmed with the bank and noted as well that I did in fact return the form within the appropriate amount of time to qualify for the provisional refund if not resolved in 10 business days. During all of this I have been doing my own research only going by the merchant name on the transaction. I have found a lot of information that this charge was done by a scam artist with a fake website. The website is XXXX. I found 2 physical addresses on the contact section a customer service phone number and a text only phone number. Per recommendation from my bank I contacted the merchant and only received a response via the text only phone number which is XXXX. They would only respond late at night/early morning around XXXX in broken English. The last response I received was them stating they are refund if me the money. Now they dont respond at all. I sent my banks dispute department an email with screen shots of all the text messages, the website, the addresses, everything that I had found. I called the bank a few times to check for updates because wasnt getting anything via email. No updates have been placed on my account. There is no way to contact the dispute department directly or talk to them. Customer service cant answer any of my questions and make it nearly impossible to get help. I feel like Im fighting the bank more than the scammers. Today is the 11th business day since I sent my form in. I have no resolution and it refund. My name on the account is XXXX XXXX the debut card is a pay card from my employer. The bank is Money Network. The card says issued by XXXX  XXXX XXXX. XXXX XXXX  owns Money Network though. I have contacted the law firm whos address is being falsely used on this scam website. I have contacted the police in the town where the return address is located which are apartments. I have filed a complaint with the XXXX, the FTC, and now you guys. I have called the FTC and FDIC and the regulator for XXXX  XXXX XXXX to try to get clarity on the dispute process and regulations that banks have to follow but have yet to receive any answers. Im lost and feel like Im being cheated and no one seems to want to help me!!! I feel like Im being mistreated and mislead by Money Network.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation