Consumer complaint received 2021-01-20
Company: ASSOCIATED BANC-CORP
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I've been with this Bank as a customer for almost 40 years and I have an Excellent Record with them. What happened is that I used XXXX XXXX to pay for merchandise on XX/XX/XXXX in the amount of {$110.00}. The very next day I canceled the transaction with the company that I was going to purchase the merchandise from. The company then notified me that they acknowledged and received my request and that I will receive a refund. However, as of today XX/XX/XXXX I have not received a Refund or any Merchandise that I originally ordered. 
I called my bank on XX/XX/XXXX to state that I do not want the said transaction to go through my checking ( debit account ). Therefore, the Bank suggested that I put in a dispute with the Bank to dispute the charges and to send in paperwork stating that the company acknowledged the dispute and agreed to reimburse the funds of {$110.00} back to me. After which at their request the Bank canceled the Debt Card that was used for the purchase and started the dispute. I then emailed the Bank the paperwork from the company acknowledging that that the merchandise was canceled and a refund of {$110.00} would be given back to me. The Bank then credited my account back for the funds of {$110.00} approximately two days later after the paperwork was received by the Bank via email. As of today XX/XX/XXXX I received a letter from the Bank stating that the funds that were credited to my account would be reversed because the Merchant sent documentation stating that the transaction was Authorized. I then called the telephone number and used the email address that was provided to me in the letter from the Bank for me to contact the Merchant. However there was no answer on the telephone number and the email gave no response. Therefore I called the Bank and spoke to a supervisor in the Loss Prevention Department. And she was EXTREMELY Rude and condescending at the beginning of the call. She said that the Bank will not help me with this matter because it was a XXXX XXXX situation. She made no attempt to explain further as to why this bank has this policy. She then began speaking very harshly and degraded me several times as I was requesting her help for more understanding. She never considered my history as a customer. She just continued to interrupt me as I tried to explain my concerns, this person made it very very clear that she had no intention of helping with this concern at all. Therefore, because of her behavior and not being able to calm her down I kindly ask for her employee ID in which she refused. I then ask to speak to her supervisor in which she refused this also. I then asked for her supervisor 's name and she staunchly refused this too. I then asked for a different supervisor and she said that I can not speak to any other supervisors because they are going to state the same thing as she did. I have never ever been treated so unfairly by this Institution. Which is why I remained with them for so many years. My complaint is about the treatment that I received from their employee and for the dispute that I needed further investigated but, never got resolved.

Company response to consumer: Closed with explanation