Consumer complaint received 2023-08-07
Company: CARD Corporation
State: IL
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 XX/XX/2023 I notified card.com / XXXX by telephone of a dispute involving my account with card.com / XXXX and two out of network ATM non dispense errors belonging to a bank other than XXXX. I was told I would get a dispute form in my email and needed to fill it out and send back to XXXXXXXX XXXX dispute team. Also I was told that an investigation would ensue taking no more than ten days and if it was to take more than ten days then a provisional credit would issue to my account and the investigation could be extended to 45 days before completion. I was also told the date for that ten days would be up on XX/XX/2023. On XX/XX/2023 I sent the dispute forms and all my evidence including receipts from the ATM showing the amount of money the ATM dispensed and didnt dispense to the dispute team by email and fax. I then called the dispute team of card.com XXXX XXXX to make sure they had received my forms and evidence to which I was told that they had in fact received it. On XX/XX/XXXX I emailed them to inquire of the status of my dispute and still have not received an return email as of XXXX XXXX, XXXX. I emailed them again on XX/XX/2023 to inquire of the status of the dispute and to notify them of my rights regarding regulation e and the federal laws. Also again, I still have not received a return email as of today. I then called the dispute team to inquire of the status and the options to check on a dispute always ends up saying there is an error and it can not tell me the status and then connects me to a different part of the company of card.com / XXXX. When I finally get to speak to someone, not the dispute team, I am told that the provisional credit has now been extended to XX/XX/2023 before I will get it with no explanation as to why the date got pushed back. This was on XX/XX/XXXX, the day before I should have gotten the credit. The company at this point tells me the investigation is still ongoing and has not been resolved. I attempted to ask about why the date was extended and was told they were just customer service and not the dispute team so could not tell me why. I asked to speak with a supervisor at that point who told me the exact same thing as the original person I spoke with on this call. On XX/XX/2023 I again emailed the dispute team about the status of this dispute and still to this day have not gotten a return email or any correspondence from card.com / XXXX involving my dispute. I called once again on XX/XX/2023, the day before they say I would get a provisional credit, and once again the same situation occurred as the last phone call. They couldnt allow me to talk to the dispute team and had no answers for me involving my dispute except I made sure to ask if the investigation was still open and was told that yes the investigation was still ongoing as of XX/XX/2023 at XXXX XXXX at night. XX/XX/XXXX comes around, the day they say I would get the provisional credit. Its about XXXX XXXX  and I still have not received the credit nor any correspondence from them so I called them once again. I was told that the dispute had been found not in my favor and that it was decided on XX/XX/2023 to deny my dispute. This is in complete contrast to what I was just told by them the day before being XX/XX/2023 where I was told the investigation was still open and had not been resolved. I then asked about the second dispute I had filed at the same time as the first. They at first acted as if it didnt exist until I told them I had evidence of submitting this dispute with the first one. Then I was told that the second dispute was still open and had not been resolved as of XX/XX/2023 and by XXXX would get the provisional credit on that dispute. The next day XX/XX/2023 I still did not have any credit from either dispute nor any correspondence from XXXX as to why. I called them again on XX/XX/2023 at about XXXX XXXX and was told at that time that the second dispute had been denied as well and that the date for the provisional credit should have been XX/XX/2023 but since both disputes were denied I wouldnt be getting anything. I informed them of everything that had been told to me from the day of the dispute notification to now and how my rights had been violated and the law and rules broken by them. I was eventually for the first time put through to the dispute team where I was told the disputes were denied. I asked for the documents and any evidence that was used to deny my disputes and was told I was not entitled to that. I asked if I could reopen the dispute or if there was anything I could do at all regarding this situation and was told there was nothing I could do and it was final. I contacted the ATM owner at this point to inquire if XXXX had even talked to them about this dispute and was told that they knew nothing of the dispute personally which leads me to believe no investigation even occurred though I provided receipts from the ATM proving my case. I opened this bank account with card.com / XXXX on XXXX so this account was open for more than the 30 days required for regulation E and the rules of 10 business days to issue a credit if the investigation was still ongoing. I am missing my money still to this day XX/XX/2023 and still have no written correspondence from card.com / XXXX about my disputes. I do have all the evidence I submitted to them from day one including receipts from the ATM, telephone logs of calls i made to them, and emails I sent to them.

Company response to consumer: Closed with explanation