Consumer complaint received 2021-08-10
Company: BANKMOBILE TECHNOLOGIES, INC
State: MT
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:
Currently working with Executive office ... but seriously frustrated as it seems the process has been mislead. From the very outset, XXXX  should have pursued a chargeback from XXXX XXXX XXXX, who 3 weeks later, issued a force post debit card charge against a canceled/lost debit card for the amount of {$5500.00}. 

This charge was disputed. XXXX was extremely difficult and misrepresented many times. They eventually pushed me into a dispute process, however I could not understand why any dispute was pursued, as it was plain as day, XXXX XXXX XXXX  was authorized for only a maximum of around {$1200.00} and they took {$5500.00} from the account. 

The dispute instead focused on an receipt XXXX sent to my bank. Why there was even a dispute, when one could plainly see the authorizations and the charge didn't match I have no idea. 

After a denied dispute, and then a denial on appeal, I have now reached peaked ridiculousness as I asked a resolution department supervisor what the authorization amount they found XXXX was entitled to? Their answer was ... we do not know. 

They never even found that out. WHAT THE HECK!! 

The Executive team seems to be staffed with smart, good people. However, I have been waiting months now on an XX/XX/XXXX deadline. I have multiple conversations where it is quite clear that the charge was unauthorized and a chargeback should be issued ... 

But now I am thrown for a loop because I called Mastercard and they explained that they do not decide themselves about a chargeback, the bank must first take the money back, if the merchant objects, they must provide proof of a valid charge and then the ordeal goes to arbitration. Mastercard does not oversee any earlier process is what they stated.

Mastercard policy dictates strictly that merchant may not take more than they are authorized for ... and that is for a working card.

I have had no arbitration and my funds never went back. They just said we processed a separate chargeback which should resolve by XX/XX/XXXX. 

XXXX XXXX XXXX  has apparently even made a phony agreement ending my car rental date in the middle of XXXX, something not submitted to dispute evidence and I have never seen before. XXXX  could have easily proven my statements as true, as my bank statements themselves show plane tickets out of hawaii on XX/XX/XXXX and purchasing gas, groceries, etc in XXXX Alaska from there forward. I left XXXX Hawaii on XX/XX/XXXX, and havent returned! 

How could I keep a vehicle until mid XXXX? 

I am shocked that with such a large sum, {$5500.00}, and the car rental company only being authorized for somwhere between {$700.00} and {$1200.00} this has been so difficult. 

I feel that XXXX is operating completely outside of the law at this point and am getting my attorney ready for a huge monetary value as they allowed all my funds to be taken out, in the middle of Covid, that were being used to help care for a sick family member. The XXXX, anguish, and things I have heard are unbelievable! This will cause me to spend more time away from my sick family member ... which is very hard to do. I hope to never worry for money again after this with the punitive claims we are putting together ... with the amount of illegal activity I have seen endorsed by agents ... it is almost as if companies have stopped caring that people they hire for specific duties have the ability to bind them legally.

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