Consumer complaint received 2021-04-10
Company: FinCo Services Inc DBA Current
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2021, I noticed that I had been charged hundreds of dollars to overseas companies. I knew immediately that somehow someone had managed to gain access to my debit card information. I filed a charge dispute with my bank ( Current XXXX ) for what I thought were all the charges. I tried to be very clear that I had been charged hundreds for overseas companies. The CSR told me that he would just file the dispute as a group and I told him that I could tell him exactly which charges I was disputing and which ones I was not. The CSR said that he will just file the whole group of charges from the period of dates and the investigation would clear that up. He explained that it would take up to 90 days to resolve the issue. On XX/XX/XXXX, I got several emails from the bank stating that they had resolved a disputed charge. Of the charges that had been resolved, most were charges I would have said I wasn't disputed. One of the " resolved '' charges would have been disputed. I was worried because I got no update on many of the other charges. The other charges that had not been resolved were, in particular, the ones I had seriously wanted to dispute. I reached out to the bank again and the CSR said the dispute had been resolved and I tried to explain that only some of the disputes had been resolved. At no point, did he give any indication that all the disputes had been resolved. I was again told that I needed to wait for up 90 days for dispute resolution. I also asked for information regarding the dispute resolution process and was told I am not allowed to receive any information on how the bank made it's determination. The new CSR did say that he will have the Dispute Team reach out to me with an update. I received no update at any point. After waiting again, in mid XXXX, because it was around the 60 day point, I again reached out to Current 's CSR team. I was given almost the exact same answer about the dispute already being resolved. I again tried to explain that only a few of the charges had been resolved and that I was wanting an update on about 6 or so more. The new CSR this time said that I will get an email from the dispute team with an update but that I had to wait up to 90 days. Once again, I waited and received no update from Current 's dispute team. After waiting until XX/XX/XXXX, almost the full 90 day period. I again reached out to the CSR team and was once again told that my dispute had already been resolved and I once again explained that only a couple of the disputed charges had been resolved. This time, I specifically asked the CSR if he saw the other disputes or if there was any way to check on those disputed charges. Once again I was told that I would need to wait for an update from the dispute team. After pondering it for a little while, I became concerned that not all the charges I had tried to dispute were included in the original XXXX dispute. I reached out to Current CSR again and specifically told the new CSR that you I don't think those charges had been included in the dispute. He took the receipt ID numbers for the charges I was worried about and confirmed that they had never been disputed. He then said that charges were too old to dispute anymore at which point I tried to explain that that is almost exactly why I had asked multiple times for updates and information on my dispute claim.

Company response to consumer: Closed with explanation