Consumer complaint received 2018-07-17
Company: ADP, LLC
State: ID
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
This is a complaint is against Global Cash Card not providing provisional credit to my card and not resolving my dispute in lawful fair matter, I opened the dispute of XXXX on XX/XX/2018 My dispute was mishandled, dragged on for close to 90days did not take it seriously, dismissed it,  did not investigate the evidence and documents I turn in for my dispute against the merchant, only wanted to take the merchants side, allowing the merchant to commit fraud, going along with the merchants deceit to make sure my dispute would go the merchants favor. The policy of Global Cash Card is to support and be partial to the merchant give the merchant lead way, giving the merchant 90 days to answer to dispute The merchant does not have to present any paperwork, documents, bills, receipts etc. for evidence just need or take the merchants verbal word as  evidence .also Global Cash Card Dispute Dept Employees seem to show favoritism towards this merchant due to this merchants moving company business being in XXXX California where The Global Cash Card business resides as well .they insisted on defending this merchant, behaving as if they knew this merchant personally. Giving this merchant upmost respect and courtesy!, even though I presented evidence, documentations that this merchant was lying though his teeth committed fraud and did federal violations. This merchant did not even present any paper work documentations bills receipts of any kind, just his verbal word.as he was lying to the dispute department so he could keep my money of XXXX and not be held liable for not providing the service I paid for and not be liable for breaking and stealing my things holding my things hostage in the delivery truck to extort me for more money of XXXX .Global Cash Card gave full communication and car blanche to this merchant where they were very rude, indifferent cruel, unprofessional short timbered inpatient to me treating me as if I did not matter, a nuisance unimportant to them. the dispute office would not speak to me did not want to give me any information or reason why they where favoring my dispute to this merchant. i had to over and over insist to give me a reason, i was transferred to many supervisors who did not want to give me a reason just kept stating, there was no error and i would not be getting my XXXX back. finally last supervisor told me the merchant verbally stated that he gave me a XXXX credit .I immediately told this supervisor that this merchant was lying there was no XXXX credit given to me, I paid XXXX on a service contract for this moving company to fully empty my storage unit in XXXX Az and deliver it to me in XXXX XXXX Id, to use a 26foot long distance moving truck with granny attic also a attached trailer to be able to fully empty my storage, but this moving company did not use what i paid for, used a small local old shabby inadequate delivery truck with no trailer and did not fully empty my storage unit took only 1/4 of my things left 3/4 behind in the storage unit .also a lot of my things were missing and broken. they also did damaged & a colossal mess in the storage unit and left it with a pile of.debris The storage wants to charge me for what they did. I had to hire upack trailer to get the3/4 of my things left in my storage, because the owner of this moving company wanted to take my items to his warehouse to blackmail me for charges .also the 1/4 of my things they brought to my home in XXXX XXXX Id was held hostage in the shabby old local delivery truck. trying to extort me for XXXX more on top of the XXXX I all ready paid. The owner XXXX XXXX himself to another debit card i had .He was took my money by force from this other debit card I had with another prepaid company.But He wanted to take another XXXX by force, would not let his men unload my things from this shabby truck unless I gave him XXXX more, he wanted to make more money from me and there was no bill or extra service for this, just wanted to make more money from me, he use my things hostage to accomplish this. I had to tell his driver I would have to call the police if he did not unload my things off the truck I paid XXXX which is the service contact .Extortion is against the law I will not let him extort me for XXXX more that is not in the contact, the driver was scared of the police being called so the owner finally said to unload my XXXX off his truck. I told this supervisor this XXXX the owner was trying to Extort from me, holding my things hostage in the truck, he was lying using this XXXX as credit a he gave me .there was no XXXXcredit .This Supervisor after listening to me rudely stated to me did not care this moving company did not fully empty my storage If only one item was delivered to my house the moving company did their job and there was no error done. there were taking the word of the merchant that he gave me the XXXX credit even though there was no bill or paperwork to prove it .his verbal word was prove enough and it what they were taking as fact that he gave me this credit, nothing that I said matters to the dispute dept there was no error made so I would not be getting my XXXX back. I told this Supervisor this was not fair. I provided enough evidence, paper work .documentation to prove this moving company did not provide the moving service I paid for, committed fraud, federal violations which I filled a compliant with XXXX .their is missing broken items and this moving company does not even have the Insurance coverage i paid for in the XXXX service contract .This owner lied about that too, along with having arbitration mediation process which is a federal violation too .I also have to pay XXXX to upack company for their trailer that picked up my 3/4 of my items from my storage unit this moving company left behind in my storage unit. if do not pay upack they are going to dispose my things in the dump and take me to court for the bill plus storage fees running XXXX per month for the upack trailer that is now in XXXX XXXX XXXX UT .I need the XXXX to help me to pay this, this is the fault of this moving company for not emptying my storage leaving my things behind in the storage unit and this upack trailer had to be used to get my things out of the storage unit. This Supervisor at this point was furious with me and again stated there was no error made i will not be getting my XXXX back in my card and upack charges is not their business nothing to do with the owner of the moving company the decision favoring the moving company is final and there is nobody to speak to about this or no procedure or complaint to do about it, she did not let me say another word and hanged up on me. Since then I tried speaking with more Global cash card Supervisors about this i wanted to faxed more evidence to send to XXXX including the complaint I filled with CFPB against the other Debit Card Holder that I paid this moving complaint XXXX, this Debit card company wanted to take 120 days because the owner had not responded to the dispute I filled with them as well..after this complaint with the CFPB This Debit company Investigated my dispute and all my evidence and found this owner and moving company at fault of not providing moving service I paid for .the fraud and federal violations this moving company did, as well as breaking my items and no answer for the missing items no insurance.the owner of this moving company did not response to any of this or answer the dispute or 100 days dispute was opened. I tried to relate this all to Global Cash Card and tried to have them send this to XXXX XXXX for the XXXX dispute to show then there was a error and there is more evidence to prove it, but the Global Cah Card dispute dept will not speak to me about is very rude to me telling me have no time to speak to me, do not want to fax my evidence to XXXX XXXX and do not want to talk to me any more then they hang up on me, The last Supervisor I spoke with, told him I was going to file a complaint with CFPB because they were giving me no choice they were treating me unprofessional with disrespect and it was unfair that I will fight for my dispute I lost my XXXX to this moving company they did not provide what I paid for left my things in my storage I had to get upack to get my things out of storage that this moving company did not do. now I owe upack who has my things and will dispose my things and take me to court if I do not pay them this situation this moving company created .also broke a lot of my things and many missing items on top of it all no insurance which I pay for as well do not even get compensated for my things gone and broken. Then you dispute dept goes only on a word of this owner of this moving company this verbal statement that I got a fabricated XXXX credit with no paperwork to prove it. The Supervisor spoke loudly at me said did not want to talk to me anymore did not show that cared if I filled a complaint with CFPB treated it like this was not important then hanged up on me I have provided more then enough evidence and documentation needed for my dispute to be resolved. I filed a dispute on XX/XX/XXXX against XXXX California XXXX XXXX Owner XXXX XXXX Because they did not provide the service that I paid {$2400.00} for. They were supposed to empty my storage unit in XXXX, AZ. The size of the unit was 20X30 and 12 feet high. This moving company was supposed to provide full service packing and a 26 foot truck with a granny attic with an attached 12-15 foot trailer to be able to fully empty my storage unit. This moving company did a breach of contract did not provide full service or use a 26 long distance truck with granny attic and attached trailer .instead used a small shabby inadequate old local delivery truck, which could not fit all of my items from my storage, could only fit around 1/4 of my things in this small inadequate truck. most of my items were left behind in my storage unit This moving company had full access to my storage unit.on XX/XX/2018 because i was not present when they were in my storage unit i was in Idaho where i live waiting to have my things brought to me. The Owner of this moving company insisted I stay in Idaho not to go to XXXX Az, I did not need to be present when they were unloading my storage unit, this gave them full access to my storage for 3 days, which his workers stated breaking and tossing my things. around making a colossal mess in my storage unit, The owner commanded his drivers to do that because they were in a hurry and using my money to go to another job in XXXX  that was on the way to my house in Idaho.they were treating my load as if it was insignificant. treating my things as junk, did not pack anything or use protected materials for my items. I was supposed to have full service. I had some very valuable fragile things and collectible items in my storage that needed to be protected But they did not pack them and did not try to protect my items in the storage. Instead they were opening boxes and taking things apart. items that seem to be valuable to them are now missing was never deliver to me. So whatever they did not steal or take, they broke or left in the storage. It looked like the storage was vandalized they broke things and left it with a mountain pile of debris, now the storage unit wants to sue me for the damage that was done.by them. They were supposed to leave the storage clean and dump the trash where it needed to go but they did not do that .men left in charge took pictures of the debris and bad condition left and done to the storage unit also head driver took some pictures of my items that they damaged like my large ceramic panther 6x5 feet statue It was to hold glass coffee table top.also took pictures of 2 broken dressers. The owner order the driver to use this local mediocre truck for my load. when I found this our I immediate told him that is not what I paid for and my things in the storage would not even fit. in that small truck. He has to use a 26 truck with gammy attic with a trailer that he advertises in his web suite in order for my storage be emptied for all my things be taken, it was not going to work he needed to stop trying to my things in this small local truck.the owner was not listening to me then he said that I will take your items to my storage and I will just charge you whatever I want. He was in control of the situation that he would charge me whatever he wanted. I told him no then I had to get upack trailer as a urgent emergency So he would not take my things to his warehouse, where he would kept my things and blackmail me for unknown charge, which i would have to pay him or i would lose my things. The Owner order his men to threw my things in the upack trailer. Breaking more things. Two men were left behind in my storage to do that, while the other two drivers left to bring the small truck with my 1/4 of my things to my house. The two men left in my storage were carelessly putting my things in the unpack trailer. They did not load it in correctly they went over the line that they were not supposed to go over. Unpack is charging me an extra fee for that as well because they violated upack company rules. The 1/4 of my things that they did bring to my house was also broken in that small inadequate shabby old local delivery truck. the two drivers that came to my house with this small truck were holding my things hostage blackmailing me stating that they were order by the owner XXXX not to unload the truck unless they got {$1900.00} more.the Owner XXXX was using extortion to get more money from me I had to tell them I would have to call the police this was against the law So after around 3 hours standing on my front pouch the driver got the Owner on the phone and he said for them to get my XXXX of the truck and he took forced {$700.00} more from my card, then the driver was order to give me paperwork. that I had never seen before or given when I first paid the XXXX was being forced to sign paperwork that I did not know was I was signing or would not be getting copes of what I was signing .the driver told me if I did not sign this paperwork he could not unload my things off the truck. Again I was being blackmail to sign this paperwork or I would not get my things ' .I told him I did not want to sign anything without knowing what I was signing or not getting copes of what I signed. the driver kept demanding if I did not sign he will not unload the truck .It was almost midnight I was forced to sign this paper work and all I got was a pamphlet of arbitration.which I found out later that this moving company is not even a member of, passing this to his customers false pretense because is required by law that moving company 's have to have arbitration this is a federal violation not to have it and this moving company is doing this violation. After all of this they finally started to unload my things it was almost midnight. I had told the driver not to come that late. this is a nice residence neighborhood .They were unpacking things in the middle of the night and this was XXXX weekend. and our neighbors were getting angry., They were dumping everything on my front lawn.Dressers mirrors were broken among other broken items .it started raining and all of our family things were all over the lawn getting wet and ruined in the rain. In the morning my landlord was very upset. It jeopardized my home because all the things were just dumped on my front laws, the neighbors were upset and the landlord was very upset we had to claim our landlord down, we had to tell him would get our things off the grass as soon as we could. I started calling the owner XXXX about all of this and he would not answer the phone, he refused to talk to me on the phone or respond to about the missing and broken items and the whole ordeal. I told him that he was responsible for the upack charges because he did not provide the full service I paid him for and did not take all my items, things from my storage. he was suppose to empty completely the storage and leave the storage clean, I told him it was breach of contract and I wanted to know where the other missing items were and he did not respond to it. He started sending abusive text messages to me almost every day became he found out I filed a disputes on my two cards he took my money out of. because one of my card holder inform him and they took the money out of his account and put it on hold. He found out and he was very abusive and sending abusive and threatening text messages every day to me and my family. He did say that he was going to send a claim for insurance but he never did. So, I had to contact an attorney and all I could afford was to get the information on the insurance company's.name and number, I contacted the insurance company they stated Al did not have this insurance claim that he claimed that he did. XXXX  also did not have the mediation company that he is supposed to provide to all customers by federal law. XXXX XXXX XXXX company XXXX stated that XXXX is not a member and has not paid his fees a for over a year now. XXXX has not been part of XXXX. But he is passing out these pamphlets of XXXX stating that he has this mediation. Because by federal law all moving companies have to have the mediation services or it is a federal violation. I also filed a complaint with the XXXX XXXX XXXX XXXX XXXX ( XXXX ) because XXXX violated federal violations he is under investigation and if they find him at fault he may lose his license to go out of state. I provided all of this documentation and evidence to Global Cash Card and constantly let them know that the owner of the moving company had been sending me threatening and harassing text messages and would not respond to where the missing items were and how my items got broken. Since XXXX would not speak to me on the phone I had to send him a text telling him if he did not return the money that he forcefully took out of my debit cards .so I could pay upack company that has my items in their trailer, The items that I paid him XXXX in a service contract to take out of my storage unit and he purposely left my things behind.in the storage unit He credited the urgent need to get upack He credited this situation. He did not provide the service i paid him to fully emptying my storage unit and not to leave nothing behind. he promised me he would not leave nothing in the storage unit He gave me his XXXX word on it. He lied to me and left 3./4 of my things in the storage .so He made himself liable for my things and all the charges for upack I would was holding him liable for all the upack changes and for any loss of my things. Al then send me another abusive text to tell me, do what you have to do I dont care. I will do what I have to do. Global Cash Card claim that they notified the owner AL of the moving company about the XXXX dispute. Al claim he gave me a XXXX credit, Global Cash Card just took his word on it .XXXX did not provide any bills or paperwork of any kind to prove this just his verbal word. XXXX lied to the dispute dept and XXXX XXXX.there was no XXXX credit he fabricated this XXXX credit, to cover the fact he did not provide the full moving service & insurance I paid for. The fact there was a lot of missing items not answered for and many broken items his men broke .XXXX used the XXXX he was trying to extort me to make more money from me, holding my items hostage in the delivery truck till i pay him the XXXX .XXXX lied that he gave me this XXXX credit so I would lose the dispute and he could kept my money. I ask to speak with the highest XXXX available I keep requesting for them to let me fax my evidence for XXXX and the back office which marked the decisions to get my recorded messages so that they know the urgency of it and I need the money to pay upack before XX/XX/XXXX or they will get rid of my things and take me to court for the Pickup which is {$2600.00} and they have been charging me storage fees for 3 months {$500.00} each month and then now for XX/XX/XXXX it is {$900.00}. But I am not able to pay them because XXXX forcefully took my money of XXXX from this card and XXXX from another debit card I have been waiting for the dispute to be settled.to have the money to pay upack company. I asked them to tell someone in the back office this information. I feel that they are responsible for all these charges because they not looked ay my evidence documentation taken my dispute seriously, mishandled my dispute dragged my dispute close to 90days and then taken only the verbal word of the XXXX   XXXX XXXX XXXX California XXXX XXXX giving him all the lead way, favoring and partial to the merchant displaying a policy supporting the merchant verse the card holder. I have spoken with many supervisors but they are only rude. unprofessional treat me with no respect tell me do not want to talk to me and do not let me talk and disconnect the call. I do not think all of this is ethnical, right or legal to do this. I fell Global Cash Card are responsible for the upack charges and the value of all of my things that I am going to lose if I dont pay them by XX/XX/XXXX them right now {$2600.00}.. They want the pick up and the delivery fees now. They sent a letter to my email that I have to pay them the pick-up fees of {$2600.00} by XX/XX/XXXX or I will lose all my things and they said that they would hire an attorney and take me to court. I feel that Global Cash Card is responsible for all of this by not resolving my dispute and returning my money. I want this resolved now and I want my money returned back to my card. I advised their Global Cash Card manager that I would be filling a complaint with CFPB to get help with getting my XXXX back that was unfairly unjustified unethically taken from me. I spoke with 3 supervisors from CFPB who read me the laws .regulations to resolve the dispute or for the provisional credit Global Cash Card is violating the law and purposely not wanting to resolve my dispute and NOT wanting to give me the provisional credit putting me though this duress This is the reason for submitting this complaint with the CFPB. I want the credit of the XXXX now on my card. Or I will have to take Global Cash Card to court. I want my provisional credit so that I wont have to do legal action to them because of losing my things and the charges from unpack. It is going to cost way more for the lost of my collectables and the items. My items are way more valuable that the XXXX the charges for upack are going to be way more than the {$500.00}. I dont feel that they treated me as their customer and they have been cruel. They have made my family medically ill. They have caused financial, emotional and medical duress dragging this on.

Company response to consumer: Closed with explanation