Consumer complaint received 2021-10-04
Company: Signature Bank (NY)
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX -- A credit card refund was issued in the amount of {$1300.00} for returned fabric purchased from XXXX XXXX XXXX XXXX See attached transaction receipt. Transaction # XXXX. ( The purchase of this fabric was for {$1400.00} on XX/XX/XXXX. See attached receipt. ) The company that processed the refund transaction is XXXX XXXX Old XXXX XXXX XXXX, XXXX, DE XXXX. The company I bought the fabric from is XXXX XXXX XXXX XXXX XXXX XXXX XXXX  NY XXXX. XXXX said the refund was issued to my original purchase credit card which is XXXX  XXXX XXXX, the credit card number was ending in XXXX. My bank had since updated my card number to ending in XXXX. They said this would not be a problem. 

XX/XX/XXXX -- I called XXXX  XXXX XXXX to inquire about this refund that hadn't posted to my account. The person I spoke with said they had no record of a credit and asked me to ask XXXX to double check it was processed correctly. This person also said it could possibly take 2-4 weeks to show up. I emailed XXXX XXXX at XXXX to ask him to double check and also stated I could give it another 2 weeks to see if it posts. XXXX said to wait until the following week, if nothing posts to let him know. 

XX/XX/XXXX -- Checked back in with XXXX to let him know there was no posting yet and if he could check with his finance dept. 

XX/XX/XXXX -- Checked back in with XXXX to let him know there was no posting yet and if he said he contacted the finance dept and they are sure the refund went through, but they are investigating more thoroughly. 

XX/XX/XXXX -- Checked back in with XXXX. 

XX/XX/XXXX -- XXXX said someone from the finance dept would be contacting me. 

XX/XX/XXXX -- I let XXXX know that no one contacted me. I asked him for the number of someone in the finance dept I could contact. He said that wouldn't be possible. 

XX/XX/XXXX -- XXXX emails me the attached transaction receipt from XXXX ( see attached ). 

XX/XX/XXXX -- I called XXXX  XXXX XXXX to let them know I have a transaction receipt to prove that a refund was issued and they said the best thing to do would be to file a claim. A claim was filed this day. The case number is # XXXX. See attached. The amount of this claim was {$1400.00}. I was looking at my account on XXXX which didn't include shipping when I gave them this amount without realizing the refund was actually for {$1300.00}. 

XX/XX/XXXX -- This is an approximate date. I checked the status of the claim online. It said the claim had been closed. I called XXXX  XXXX XXXX to find out what happened. The woman I spoke to said because the claim was not filed within the 60 day time constraint it has been sent to their back office and she could not give me a resolution date. 

XX/XX/XXXX -- This is an approximate date. I call XXXX  XXXX XXXX to follow up on the claim. The man told me they should be resolving it soon. 

XX/XX/XXXX -- I got a letter from XXXX  XXXX XXXX stating that they are unable to assist with the claim. They are closing the dispute. The reason stated was that it fell outside the timeframe to retrieve the funds from the merchant or their bank. See attached. 

XX/XX/XXXX -- I went to my local XXXX  XXXX XXXX XXXX to schedule a meeting with the XXXX to give her a chance to resolve this before I report it to the Dept of Financial Protection. The manager 's name is XXXX XXXX. While I was there, she called XXXX XXXX and spoke with XXXX XXXX who said he would help and look into this. 

XX/XX/XXXX -- I got an email from XXXX XXXX at XXXX stating that the finance dept looked into it and they are showing that the funds came out of their account and was credited back to me and nothing is showing a bounce back. See attached. Their finance dept is suggesting that XXXX  XXXX XXXX handle it from here, but it seems XXXX  XXXX XXXX is not willing to do so. I asked him the name of the bank they use to do credit card transactions and he said it is Signature Bank. My credit card has been changed again, the new number ends XXXX. 

I have since filed a complaint here with XXXX  XXXX XXXX -- complaint ID XXXX. 
Although they acknowledged the funds never posted to my account, they were unable to assist in the tracking. 

I then filed a complaint here with XXXX -- complaint ID XXXX. The response back stated that you were not able to send the complaint to them. 

I am now filing a complaint with XXXX 's bank which is Signature Bank so that they may track where the funds went.

Company response to consumer: Closed with explanation