Consumer complaint received 2021-08-06
Company: CHARLES SCHWAB CORPORATION, THE
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I contacted Charles Schwab Banking and opened a dispute in regards to an defective item I purchase from XXXX back in the month of XXXX. The item was a sealed XXXX Basketball hobby box for the amount of XXXX. I uploaded documentation of pictures and took video during the process of opening the product showing both XXXX and Charles schwab that the product was indeed defective. My original return / refund request from XXXX was originally approved by a representative from XXXX refund department and The next day the decision was over turned and my account was proceeded to be suspended which has denied my ability to return and receive a refund regarding this item. 

According to XXXX website / instructions for a successful the refund, they must be approved by XXXX and they will provide a shipping label which in my situation has been denied multiple times when I attempted and communicated with XXXX. I have uploaded all of my documentation and communications I had with XXXX which shows them denying to provide a shipping label to Charles Schwab by logging on to my online schwab account and submitting it through the message center. I have contacted Charles schwab multiple times and requested my documents to be forwarded to the investigation team who works with visa when a client opens and dispute which in my perspective has not been properly examined. I attempted and requested numerous times asking Charles Schwab representatives they can provide me a number so I can speak with the investigation team or person in charge regarding my case So I can provide or get clarification only to be told that she is not picking up or currently unavailable during these hours. 

I received a mail from Charles schwab saying that I have not provided any documentation and that the dispute case will be closed. I contacted Charles Schwab and requested the representative to forward my documentation from the message center to the investigation team as I felt that i felt it was not successfully delivered or examine. I called back to check in a week after week or so later only to be told the case was closed. After Requesting the dispute to be reopen i then continue to try and contact and speak with the investigation team with no success. 

The last message I received from the investigation team was that they will continue to try and retrieve a refund for me however there is no guarantee because I have not shipped or returned the defective item I purchased from XXXX. This is the reason why I felt Or compelled to contact CFPB in hopes to settle My dispute. I have uploaded numerous documentations of XXXX refusing to provide a shipping label or accepting my refund. However when the investigation team and Visa confronted XXXX, they responded by saying I never bothered or attempted to ship the defective item back for a refund which isnt true. They are telling the investigation team and visa that I never shipped the item back, however when I contact them they Continue to refuse to accept and provide me a shipping label in which Makes me feel that is what they are doing Is not only unethical but the company has committed unfair business practices. 

If the investigation team or visa wants me to ship the defective item without XXXX approval, please instruct me where to do it and I will happy comply. 
The fact that XXXX has constantly deny to accept or provide me a shipping label so I can return While simultaneously telling Charles schwab I never bothered or havent shipped the item back just baffles me, considering they are a well known successful established company. As far as Charles schwab the representatives have been very professional, however in this particular situation iam still confused why Charles Schwab investigation team / visa has not understand I have attempted numerous request and attempts to return the item.

Company response to consumer: Closed with explanation