Consumer complaint received 2018-10-22
Company: Continental Finance Company, LLC
State: FL
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 or about XX/XX/XXXX, I purchased a XXXX XXXX XXXX from an individual on XXXX. I do XXXX XXXX XXXX events and needed to upgrade my existing helmet. I Contacted the individual XXXX XXXX XXXX and sent {$300.00} USD via XXXX using my credit card, to him which included shipped to the United States as the individual lived in XXXX. A few weeks later the helmet arrived. To my dismay The helmet was extremely small and would not even fit over my head. I reached out to Mr. XXXX and explained that he may have sent the childs size and not an adult. He stated that it was correct and the helmet should fit fine. I explained it did not He stated for an extra {$150.00} that he could make me another helmet and to send it back, of which I declined and stated I would just need to send the mask back and be refunded. I was blocked and lost all communication within the next few days on XXXX. I then reached out to XXXX to start a dispute. They informed me that I would need to send out the parcel at my cost and this was not refundable. Perplexed as to why I would need to absorb the cost I went to the post office after packing the helmet back up. The box was a XXXX XXXX Medium box. The post office quoted me a cost of almost {$80.00} to send this back. Not having nor wanting to absorb that much I asked to the most inexpensive way which was a ground freight service. {$26.00} and change No tracking, no insurance and was told it could take up to a month in some cases if not longer. Fine no problem. After a few days I reached out to XXXX to be informed that because I did not have a tracking number that they were closing the case and to reach out to my credit card company. I reached out to my Credit Card Company Continental Finance Corp, who holds my Surge Credit Card and filed a dispute. They immediately took the funds off. Fast Forward almost 3-4 months later and I see a charge from paypal on my statement for {$300.00}. They advised me the vendor has reapplied the {$300.00}. I asked what to do, and was advised to cancel the credit card and have a new one sent then they can readjust the card to another dispute. I reached out to XXXX and they did not show any reapplication of funds. I have a small credit line of {$800.00} and now am over the limit because of this transaction. I pulled my credit reports and it has been reporting to them monthly that I am over my limit and it hurting my credit score. I called Continential Finance and  spoke with several reps and left even more messages for the rep handling my dispute with ZERO returned calls. Each time I spoke with a representative I explained my situation as stated above. I was told " we will look into it '' and nothing has changed. I escalated the issue to a department supervisor XXXX. After leaving several messages for her, I was finally called back on XX/XX/XXXX. I advised XXXX again of the above and stressed that this issue was impacting my credit and am in the process of attempting to purchase a home. I was told at that time she would look into it and contact me back within the next 24 hours. Here we are today XX/XX/XXXX and have left 2 additional messages since with no reply. My credit report pulled this morning still shows my credit card being over the limit. I am being penalized. I sent them photos of the helmet, my old one and the newly purchased to show the huge size difference, I also even included a picture of my XXXX year old son attempting to put the mask on and it wouldn't event come across the bridge of his nose. Now I am out the {$300.00} and have no item to show, my credit card company is not working to protect me, and an individual in XXXX has my money and the mask back. This is why I am filing the complaint. I would like resolution and my credit report attended to as this issue should have never been extended this far along. We are going on almost 7-8 months now. Thank you

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