Consumer complaint received 2019-09-21
Company: PLS GROUP, INC
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
On XX/XX/2019, between the hours of XXXX & XXXX XXXX. I tried to withdraw XXXX from an ATM at XXXX XXXX. The ATM provided me with the option to accept or decline the XXXX charge for this transactrion and I accepted the charge. The ATM then informed me that " this transaction can not be processed ''. The screen then went back to the screen that is used to start a transaction and I left, believing the transaction had not gone through. 

Several days later I looked at my on line balance for my prepaid card and saw that {$410.00} had been taken out of my account but I had not received it. I have attached a copy of the letter I submitted to the people who issued my card. 

I went to XXXX XXXX and they said that they could not do anything for me that my bank would have to submit a regulation e complaint. I explained to them that the money was taken from my account and they know they did not give me the money because they require a signature and thumb print when they give you the money and they did not have this information from me because I did not get the money. The manager of the cashier departmentt explained to me that they will not give me my money unless my bank files the regulation e dispute, because they don't know that they got the money. I asked who processed their electronic transactions and they gave me this information : XXXX, phone # XXXX. I called these people and they told me to call my bank and tell them to file a regulation e dispute. 

I called my card customer service, XXXX, and they told me this was not a regulation e dispute and that I needed to contact XXXX XXXX. I explained that I had talked to XXXX XXXX and they said to file a regulation e dispute. My bank said they would not file a regulation E dispute. 

I went back to XXXX XXXX and tried again to get them to give me my money but they refused and said they would not do anything without a regulation e dispute from my bank.

I called my bank again and they said they would not file a regulation e dispute. I asked them what I was supposed to do then and asked to speak with a supervisor and asked the supervisor what I was supposed to do. The supervisor said they would file non-regulation e dispute. I then asked how I would know they had done this and she told me to call the next day and they would have a claim # for me. 

I called the next day and got the claim # and was told I needed to send in a written letter with the information of what had happened. I faxed this letter to them on XX/XX/2019 at XXXX XXXX. I faxed it through one of the XXXX Stores so I have a receipt showing they received the fax. To date, I have not heard anything from them. 

I am filing this claim against XXXX XXXX and their electronic filing service XXXX, as well as my card company, PLS I believe XXXX XXXX is the one who owes my the money and should reimburse me because it was their ATM that said the transaction could not be completed but the transaction went through anyway. However, they say the transaction never should have been taken out of my account and my bank should have just set the money aside until I presented to the XXXX XXXX cashier to collect my money, and then they should have taken the money out of my account. 

I am disgusted with the level of ethics that both companies are displaying. My bank refuses to credit the money back to my account because they say it is not a regulation e dispute. If t is not a regulation 3 dispute they do not have to put the money back into my account while they look in to it, which they say could take 90 days. 

So now it has been over 30 days since this transaction occurred and I still don't have my money and may not see it for another 60 days, if I am lucky. This amount is not even a drop in the bucket to either one of these companies, but to me, it is all I have, literally. 
XXXX XXXX wasn't even concerned with whether or not I got the money, because if they didn't get a regulation e dispute they were keeping the money. When I informed them they could easily look up the transaction on their ATM or via XXXX and see that they got the money and then check their records to see if they gave me the money, they said no. Unless they got the regulation e dispute they were keeping the money. My card co., PLS was only concerned with how the dispute would be filed because they didn't want to credit my account the XXXX that I am owed. I had to ask them what I could do to get them to tell me they could file a non regulation e dispute, but could not even tell the difference between the two filings except to say they did not have to credit my account. Both of these companies should not be allowed to have access to peoples money if they can't be ethically responsible enough to correct mistakes they make. 

I can't believe that it takes anywhere near 60-90 days to figure out what happened. Neither one of these companies were even concerned me getting my XXXX. For XXXX 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 non-monetary relief