Consumer complaint received 2019-04-10
Company: CrossCheck, Inc.
State: LA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Unexpected or other fees

Complaint:
In XXXX, we became involved with a company called Cross-Check. We became known as Store #  XXXX. Cross-Check provided check verification services. In XXXX, Cross-Check said we needed to update the way checks are verified and said they would transfer our existing account to a system that verifies the checks in office with a in house check machine. We agreed and the machine was shipped, we filled out the paperwork, and set up the machine. We used the machine one time. In XX/XX/XXXX, we decided we no longer wanted to continue any services with Cross-Check,  because we obviously weren't using it and checks were rarely received. I called Cross-Check and spoke to XXXX, who told me to write a letter 30 days out and fax it to them to cancel services with them and they would send us a XXXX label to return the machine, which I did. I called back later that month and confirmed cancellation of our association with XXXX. I shelved the machine and forgot about it. As far as we were concerned, we were done with Cross-Check. In the mean time, we changed banks. On XX/XX/XXXX, an audit was done on our account and they found a a repeating payment of {$40.00} and it was listed as XXXX XXXX. I called several possibilities and finally called Cross-Check. I began a conversation with XXXX. I gave XXXX our store # and she looked it up and confirmed that our account was closed. I spoke to the XXXX again and they said it was definitely being charged through Cross-Check. I called back again and spoke to XXXX. I gave her the charge info and after doing a search she discovered that it was a charge through them for a different store # XXXX. XXXX said that in XXXX they gave us a different store number, while continuing to charge us for the old store #. The services we had in XXXX were supposed to be replaced by the services we upgraded to in XXXX, but that is not what happened. Cross-Check continued to charge us for the initial 2012 setup of {$25.00} a month and began charging us {$40.00} a month for the upgrade. Additionally, Cross-Check did not notify us that the store # was different. When I spoke to XXXX the second time, she could not understand why these store # 's were not connected or why the primary store # had not been cancelled when the new store # was set up. XXXX told me to send an emaildispute to XXXX, outlining what had happened and asking them to look into the dispute and to contact me immediately to resolve this issue. I waited three days and called again. I spoke to XXXX, who said XXXX would be in the office in about 30 minutes and she would call me then. I received a call from XXXX at XXXX on Friday XX/XX/XXXX. We were closed by then. I returned her call Monday XX/XX/XXXX at XXXX and XXXX called back at XXXX. XXXX told me that there was nothing they could do, that it was our mistake and it was just too bad. I told XXXX that I wanted a written response to my dispute and told her that by law, I am entitled to XXXX. They did not comply. I called corporate and told the same story, they came to the same conclusion, I made the same request for a written response and I have yet to get one. They did, however, send a XXXX label to collect their equipment. Bottom line, Cross-Check continued to charge us for two Store # 's for 4 years and then continued to charge us after we sent a letter in XXXX cancelling all services with them. We feel this is fraudulent.

Company response to consumer: Closed with explanation