Consumer complaint received 2020-11-30
Company: Continental Finance Company, LLC
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On Wednesday, XX/XX/XXXX, I contacted the company ( XXXX XXXX XXXX ) to cancel work that I had already paid for and requested a refund. The owner told me it was bad timing as he has already purchased the materials. On Wednesday, XX/XX/XXXX I once again contact the owner of XXXX XXXX XXXX to get an update on the refund and was told that he would follow up on Sunday. On Saturday, XX/XX/XXXX I advised the owner that I this would be my final attempt to resolve the issue with him and insisted that he issue a refund and told him that I would have no other choice but to file a dispute with my credit card company. The owner attempted to get me to change my mind offering additional services at no cost. 

On Saturday, XX/XX/XXXX XXXX, I contacted my credit card company to initiate a dispute, it was outside of their business hours so I called back on Monday, XX/XX/XXXX @ XXXX. During that call I was told that someone would get back to me if they had any additional questions. On or about XX/XX/XXXX I received a letter dated XX/XX/XXXX from my credit card company informing me that a provisional credit would appear on my next statement and that the merchant has 45 days to respond accept or reject their action. I attempted to use my credit card on XX/XX/XXXX and it was declined. I then logged into my credit card account and noticed that my account had a negative balance so I called. The called revealed that the credit was taken off my account and that I needed to send in some information to assist with the dispute process. As requested I sent in the information and called back every few days for an update. I was never able to get a clear answer and was only told that the issue would be escalated. 

On Tuesday, XX/XX/XXXX, I received a call from XXXX XXXX who informed me that there was nothing that I could do at this point since the merchant states that he completed the work. I offered to prove that the work had not been done. It was a fence replacement and it's pretty easy to see that the fence has not been replaced. She informed me that MasterCard rules only allow 44 days to resolve a dispute and that they are just obligated to send out a letter. I asked her to provide me proof of the merchants claim. She sent an email with an attachment that I am unable to open. I then requested that she send the document in a different format which she then told me she would mail to me. I questioned what she said ( the dispute wasn't resolved in 44 days ), I asked her what's the appeal process and I asked for her where I could find MasterCard guidelines. XXXX responded stating that the merchant responded on XX/XX/2020 and they had 44 days to respond back from that date. Then she stated that the messages that I sent to her shows proof that the merchant had already purchased the materials. I've never provided proof that the materials were purchased prior to me cancelling because I wasn't provided proof. The merchant simply text me that it was bad timing, it was his first day back in the field and that he had already purchased the materials. There was never any proof ( receipt ) showing that the materials for MY HOME were purchased. I reminded XXXX that USPS was extremely delayed and that I had not received any correspondence from them. 

To date, I have not received any further communication or documentation from this company. I am looking to have the {$640.00} as well as all interest and over the limit fees credited back to my account. I contacted the company on the following dates : XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX @ XXXX XX/XX/XXXX via email

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