Consumer complaint received 2019-09-30
Company: CARD Corporation
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello, I bank with card.com, who's provider is XXXX XXXX, pursuant to license by XXXX XXXX XXXX. 

On XX/XX/2019, a charge was made to my account in the amount of {$430.00}, from XXXX XXXX, the electric company in the area that I live. The account us in my husband 's name but my card was used to make the payment. 

The amount was made in error and XXXX has voided the transaction on the same day immediately after it was made. The company never recieved payment. 

Unfortunately, this error caused ALL of the funds to be exhausted from my account. I rely on XXXX for transportation back and forth to work, and to get my children to school using money from this account. 

I called the bank and was informed that it will be 24 hrs and the funds will be returned to my account. After the allotted time none if the funds were released. 

I made several other calls in which I spoke with 1 Cusromer service reps and a manager because of the urgency of the issue. 

I was given several different answers. And was also mislead and lied to. 

1. I was told it was XXXX and to call them about how many hours it would take to get the money back in my account. I called XXXX and they said the transaction was already voided and sent back. Also, they have no payments. 

2. The bank told me on another call after informing them of what XXXX said. I was then told it would take 3-5 days. Its been since Wednesday and the funds have not been released back to my account. I explained to the rep I've been told several things and all were different. I told them I dont have any funds and this was a hardship and I urgently needed the money. 
3. I called again, and explained the urgency of the matter to re bank rep, about the funds. I was told that I could send the email with letterhead that that XXXX  sent to me, with the verification that the transaction was voided, and the amount. I also contacted XXXX and the sent verification of their screens to send to the bank to release the funds. This was sent and later it was denied and I was told that it wasnt acceptable the next day. 

4. I spoke to a manager who gave me the name XXXX. I explained to her the situation. She said she would call and verify with XXXX in this situation and that she would call me back. After calling me back she stated, that she spoke with a rep from XXXX named XXXX. She said she needs a form because they cant accept just an email to the XXXX. She stated that XXXX said she would get back to her, but in the event that does not happen it would take 7 days to release the hold on my funds! I informed her that this is URGENT because I have nothing to live off on, and me and my family relied on these funds for commuting to work and getting my kids to school and I needed the funds to be released immediately! 

I started to question their process, and told her I was frustrated with all the misleading and false answers I was getting from her representatives. She would not explain to me the process for releasing my money. She proceeded to repeadly tell me scripted answers that did not answer any questions I had regarding the process. Nor would she tell when my money would be released back into my account, to which I informed her that I would not agree to an unknown process. 

XXXX told me she was doing things within " reason '' and they had recieved nothing from the bank after three days!! She said that despite what XXXX sent, the electric bill is in my husband 's name and they have to verify the account, and the XXXX BILL account must be in my name. She continued to question if I authorized the purchase. I told her again, it was not for the amount taken and this was my husband we live in the same house, and XXXX told her directly that they voided and reversed the funds over the phone. Also, I told her XXXX would only give her the same information with my husbands name because the utility bill is in his name, so my name would never match even on the unknown form! I repeadly told her I've provided the information to her about the return and they refuse to remove the hold from my account. 

She mentioned that she will escalate the issue to see if something else could be done, but there is no guarantee and if all fails they will release the money after 7 days!! After getting very frustrated and angry at her attempts to misinform and give me the run around again, I informed her that it is reasonable to expect that I will no long do business with this bank, and that I will no longer have my funds direct deposited from my job into this account. I also, wanted this issue to be resolved immediately so that I can withdraw my funds and close my account. She again continued with a scripted answer and I just hung up the phone. 

To make matters worse.. I later found out after calling XXXX the next day to verify the conversation between XXXX and XXXX ; that XXXX lied to me and mislead me again. I was told by XXXX that the bank manager XXXX was informed on that very conversation the same day that XXXX ( electriXXXX company ), is not aware of this " form '' nor do they provide such paperwork, but they verified the voided transaction, the amount, the date, my card information, that the transaction had been reversed, the voided transaction reference number, copies of the account non payment and reversal from their screen. 

They informed the bank that information was provided to them through email, and can be provided to XXXX again. 

Please help me with this situation, I have been mislead, and lied to several times by this bank. I also, feel taken advantage of, and my funds are being held hostage after several reasonable attempts from myself and XXXX to prove to this company that the transaction was done in error. 

It is caused great difficulty and hardship to me and my family, for living expenses, to get to work, school, living because we NEED transportation and I'm the sole provider of my household. We also, need to pay the correct amount before the due date and can not wait 7 days for these funds to be released released! Especially, after verification was provided to the bank and they continue to lie and mislead and misinform me over and over again, in their deceptive attempt not to return my money to my account. 

Thank you for your help with this matter!!

Company response to consumer: Closed with explanation