Consumer complaint received 2021-07-19
Company: FinCo Services Inc DBA Current
State: TX
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:
Starting XXXX the app was shutdown as it crashed, could not access balances or options of usage, only chat was available but XXXX were waiting as this issue was creating problems for customers, left it alone just got paid so if course I knew there were funds in my account, never had issues before with my purchases not settling or any issues at that, until the bank experienced this issue, clearly it was a known issue and other customers were affected by this as well as finally chatting when I accessed my account on Monday because my family member sent me money, opened the app to find my account overdrawn {$320.00} less than the {$40.00} it took away! Mind you per current knowing it was a valid bank issue and expressed to customers not to worry funds were secure and unaffected, However my account was not secure and affected. So that is one failure of their message, second I was unaware that my balance was incorrect as current showed a plus balance on my account previous as I got paid, so I did not think anything it and now find myself trapped feeling scammed for a bank known issue that Im being affected by as to current it was not their error it was mine. I dont feel that I as a consumer should have to take their accountability and responsibility for their error just as any bank would take their accountability and admit their mistake and take care of the customer and make it right! I spoke to over 10 people a handful of supervisors who failed to acknowledge my concern of how my balance was incorrect due to their system crash which was out of my control and feeling that current was securing and making sure my funds were not affected in which failed, they have sent responses stating my balance was incorrect at the time of their crash and purchases were not settled but yet failed to advise their customers of that I had to speak and fight with a handful of agents for someone higher to tell me that?? Agents I chatted with also admitted that it indeed was a error and mistake and they were working on crediting customers accounts which I find a lie, this company does not obey their errors and take responsibility for their actions that unfortunately affect us customers with no control over their system issues, Ive had many agents leave chat supervisors that are rude and leave chat is that even legal for them to do for their job position? All they do is tell customers to email or their issue has been escalated and they will receive a response by email, in which they do but only submitting a response that we our out of luck too bad for you. I feel it is not my fault that my balance was incorrect due to their failed system issues if I could have fixed it I would but the app was not accessible and you cant even get someone to help you anyway! Ive wasted so much time trying to get my money back for an error that was not my issue, its the principle of the matter that a bank would treat and do this to a customer thats in good faith and has never had an issue. Ive also seen on the XXXX site there are reviews of other current customers that experienced the same thing of being scammed for something they had no control and current failed to help them. Why is this bank even operating like this? What is the use if they dont take accountability for their issues? What happens next if another system error happens? Are we paying for that too? Is it our fault these issues happen? How is it even legal for a customer to be in this situation Im obviously not the only one whos reported issues agents have even said other customers has the same issue and I can guarantee they are out money! If it was a small amount Id let it go but this is {$360.00} of my money that was taken as current failed my balance although said your funds were secure and unaffected! Im not responsible for their system issues and we should not have to be reprimanded for this. Customers always right and companies do what is right for the customer in this case it was not my error, it was out of my control, current failed to notify US we had to go on XXXX or chat to find out and I had to wait almost a week for them to tell me my balance was incorrect because of their system issue and purchases did not settle but yet took out then money as I purchased so that tells me they were taking immediately. Ive given up on current I can not get anyone to understand nor help me as a one time courtesy due to their own error to give me my money. Please make this company understand its not right to do this to your customers that give you the job you have and you treat them this way! We are not responsible for your system errors!!!!!

Company response to consumer: Closed with monetary relief