Consumer complaint received 2022-09-21
Company: MORGAN STANLEY & CO. LLC
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Overcharged for a purchase or transfer you did make with the card

Complaint:
On XX/XX/2022 I rented a vehicle from XXXX XXXX XXXX XXXX. After 12 days I still needed the car, so my boyfriend went down to XXXX to extend the rentals. F.Y.I. when I rented the vehicle I was charged a deposit. Now, my boyfriend gave them my credit card and they were to charge XXXX XXXX but they accidentally charged XXXX XXXX I have text messages between me and them. They are apologizing in the messages saying they'll return the money, but my problem I'm taking up with you is not between me and XXXX, but between me and my bank. When I first rented the vehicle I bought all insurances possible -- I had to as I was taking the vehicle from XXXX  to the United States. In the meantime I had a car accident, but my full coverage insurance was to pay that. After the accident they refused to pay me back for their XXXX $ accident on my credit card. They said they wanted to see the vehicle first, but I had already put up the deposit apon renting the vehicle and I purchased full coverage insurance. They refused to give me back my money but XXXX $ saying it's due to the accident and I did not take care of the vehicle because I wrecked it. That's what the full coverage insurance was for ; I thought -- in case of accident. I put in a dispute with my bank Etrade. They never sent me anything in writing about the dispute within 30 days of receiving the dispute. The only way I knew they were doing the dispute was because someone from Etrade did call me and ask me to upload all documentation I had. In the beginning of XXXX I still did not know the results of the dispute. To this day I still have not received in writing the outcome of the dispute. The only reason I know that I'm not getting my money back is because in the beginning of XXXX, XXXX to 5 months after I started the dispute I called in to ask what was going on with it. Then I was told that I would not be getting a refund because the car rental company was keeping my money due to negligence. In the middle of XXXX, I, too called Etrade  to find out results of the dispute and at that time they did not have a decision yet. I was under the impression that a bank only had 3o, 45 days maximum to finish a dispute before they have to award you. As you can see. To this day I still have not received written notification on the outcome of the dispute. Also, my bank, who I thought would be on my side just takes the answer neglegence as a correct reason to not pay me back what was accidentally taken out of my account. Etrade did not even notify me asking for a reply to negligence. If so I would have stated that they are saying that due to the fact I accidentally wrecked their vehicle, but I had full coverage insurance to cover it. Not only did Etrade, my bank, not give me a chance to reply and not reimburse me my money based on one word XXXX XXXX XXXX  says, but Etrade  went way beyond their 3o, 45 day max time limit they had on finishing a dispute before a party is to be reimbursed. Also, they did not notify me within 30 days of opening the dispute like the law requires, too.

Company response to consumer: Closed with explanation