Consumer complaint received 2023-03-30
Company: BETHPAGE FEDERAL CREDIT UNION
State: NY
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:
I had a XXXX  plan with my ex husband. He removed his line and the account was under his name. XXXX wouldn't speak with me when i wanted to upgrade my service because my name is not on the account and I tried going into the store, calling customer service and a manager. They advised all i can do is remove my number ( this was around end of XXXX XXXX ). The card on file was my card since my line was active and they did not allow me to remove my card or cancel automatic payments. I went to XXXX and they took my line out of XXXX and it was officially XXXX. When this happens- XXXX is made aware that I no longer have service with them and that it is canceled because they give XXXX the code to transfer the line. XXXX continued to bill me for XXXX, XXXX and XXXX because my card was on file for automatic payments. They would not allow me to remove it, they wouldn't speak with me and they were billing me for a line that is no longer with them. My cell phone number is XXXX and it was no longer XXXX. XXXX advised it is considered cancelled with XXXX and that were was nothing i needed to do. I walked into a XXXX store yesterday and they advised as well when a line is removed it is considered cancelled since there are no lines on the account- XXXX is billing me for no reason and these funds are sitting for no reason. They also advised since my name isn't on the account they can not call XXXX or do anything further with the account. I called bethpage federal credit union and they put me in as cancelled. I mentioned XXXX and XXXX should be non receipt since i am being billed for something they are no providing me. They kept me in as canceled with XXXX  even after knowing the situation. They then came back and said merchant stated the charge is valid so per fraud you are being billed again. Customer service was rude and didn't even verify my password on the account when i called. I asked for the documentation to be sent to me and that has not been sent and its been a week. I asked for a manager to call me back, they said 48 hours but i didn't get a call back will a week later ( 5 business days later ). They didn't even acknowledge the fact they are calling me after the deadline they stated that are their procedures. She kept saying according to reg e its valid and i keep telling her if XXXX wont speak with me and i no longer have their service its not authorized and i asked if the documents were sent out and she said she will ask the customer service rep ( how a manager does not know if documents were requested or mailed out that i requested is beyond my understanding, not sure why it wouldn't be documented ). I advised i am not authorizing these and she said well since you authorized it originally it is your responsibility- but if XXXX wont speak with me and wont let me cancel then not sure how I can handle it. When i asked to speak to her manager she advised if one is available they will call me- so i asked if they aren't available then what.. and she said she would call me and let me know, but no one called me back yesterday. I did not authorize these charges, from customer service to management- they are unprofessional. They mishandled my case and refuse to acknowledge it. Have not sent me what i requested and could not even acknowledge if it was requested. They are beating around the bush and no one calls me back. I want my credit {$90.00} x 3 ( {$250.00} total ) back to my account since I did not authorize these charges and i want proof from XXXX that they are billing me for a service that they are speaking to me and for an account/line that is still active with them. XXXX stating i did not cancel with them is not what my dispute was about and technically according to XXXX and XXXX store it is considered canceled when i switched over the XXXX.

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