Consumer complaint received 2023-06-21
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 opened a Dispute with Charles Schwab on XX/XX/2023. The Bank Provided me the Dispute Number XXXX in regards 2 transactions I had with the same merchant XXXX XXXX * One from XX/XX/2023, in which I am disputing ONE of the Items of the 4 Items I purchased " XXXX XXXX XXXX XXXX {$25.00} + Tax and Shipping ( around {$35.00} or more ). DUE TO DEFECTIVE/BROKEN PART. 
* 2nd Cancel Purchase I made on XX/XX/2023 for total amount of {$66.00}. 

Around the 2nd week of XXXX, I spoke with Bank 's Supervisor name XXXX to have escalate the refund for the cancel /Purchase done on XX/XX/2023, for the amount of {$65.00} for the fact I have not bought or have in possession the Item, I never received it she advised me there is an Investigator assigned to this Dispute case and it may take up to 90 days to resolve this issue, I explained her I could wait for the item broken/ defective Item I bought back in XX/XX/2023 but for the Cancel /Purchase order done on XX/XX/2023 I need my money back {$66.00} ASAP. 

Earlier Today I received an email from the Bank Denied me my Dispute and the copy of the Merchant response, as I read the 2 letters, I'm attaching in this inquire, It does not make the sense the respond from the Bank because is not addressing my Dispute for Only One Item Disputed, The Bank Response denial is base in the whole Purchase for the 4 Items I bought and about the Cancel Purchase done on XX/XX/2023 for the amount of {$66.00} the Bank does not mention anything in the denial response. I found their response totally unacceptable. 
I placed a phone call to the bank I spoke with XXXX explaining him my concerns due to the fact in the Dispute Denial letter does not addressed the 2 Disputes properly as I stated when I opened it on XX/XX/2023. 
I gave XXXX the Opportunity to resolve the issue about the Cancel/ Order for {$66.00} to put the amount back to my account and even I mentioned to collaborate the information I found in the merchant website, He couldn't Assist me, I advised him since is the second time I'm doing this inquire and nothing it's been disputed and resolved, I would file a Inquire with the CFPB to further investigate my Dispute. 

I'm attaching in this inquire It says in the ACTION REQUIRE BOX : " YOUR PAYMENT PROVIDER CANCEL A PAYMENT FROM THIS ORDER.PLEASE CLICK BELOW TO PAY THE BALANCE DUE ''. 
Down Below in the Box where it says Returns/Problems states : " THE CARRIER MADE A MISTAKE AND IS RETURNING YOUR PACKAGE WITH TRACKING NUMBER XXXX TO OUR WAREHOUSE WE ARE NOT ABLE TO ISSUE THE REFUND UNTIL YOUR BANK NOTIFIES US THE PAYMENT DISPUTE IS PERMANENTLY CLOSED ''. 

According with the first statement above if the Bank has cancelled the payment why the Bank can not put my funds back to my account? 
Why I have to wait 90 days for an Item that I never have it? the Amount of {$66.00} should be put back immediately in my account. 

Thats what I'm reporting at this time to have Bank properly do the Dispute according to what I reported them on XX/XX/2023, Same Statement I'm including here,

Company response to consumer: Closed with explanation