Consumer complaint received 2022-03-07
Company: FinCo Services Inc DBA Current
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX XXXX, 2022 I logged in to my online banking to activate my debit card that had just arrived and found a charge for {$290.00} that I had no knowledge of. I attempted to locate a phone number to contact the bank unsuccessfully and started a live chat with support. I was told the charge was made on XXXX XXXX, 2022 to a merchant in XXXX XXXX and was made with the virtual card attached to my account. I informed support I had no knowledge and did not authorize this purchase and had never been to XXXX XXXX in my life. I was told a new virtual card would be issued and I refused it and asked for the feature to be XXXX  XXXX as I had no use for one. I was told a dispute would be started and I would recieve a response in a few days. I thanked them for the help and after about a week of waiting I logged in to check if there was any update. At which point I see that there was a estimated resolution date of XX/XX/2022 which I felt was unreasonable so I did a little XXXX search to see if there was any type of time frame that was required. I had included these funds when budgeting my bills so it was becoming a problem. I then look at my statement and see that on the statement they state in a paragraph that if a dispute was not resolved within 10 business days. A provisional credit would be applied to my account for the disputed amount so I was able to use my money while they continued to investigate. At this point it XXXX XXXX, 2022 which is well beyond this 10 day period. So I contacted support again via chat and asked what the status was and was told there was no update. I then mentioned the provisional credit and that it was well past that point. Which I was told " weekends and holidays don't count. '' I informed them I was more than capable of reading a calander and that during the previous 21 days there was most definitely more than 10 that were normal business days. At which point they informed me they would escalate to the higher department and I would recieve a response in a week. I asked for a phone number once again and told there was none. I then asked for a supervisor and was told there was none. I then found the information about reg E and then contacted support again. At this point I am now past due on 2 bills this money was intended for. I informed support about the situation and about the previous chats. I asked about the credit that was very clearly written on my statement that hadn't been applied and was told that it should have and they would escalate it again. I once again asked for a phone number or to speak to a supervisor and was refused both. Up to this point I had never received a single email or phone call from the bank for any reason since opening the account. Roughly 2 days later i recieve an email stating that my dispute had been denied do to the card being linked to apple pay and still was linked to apple pay. I immediately contact support again asking for a supervisor and informed them of the situation and told them that I had never owned nor used any apple product in my life nor had I ever been to XXXX XXXX and asked for the documentation and/or proof used as evidence to reach that decision as it was stated in the denial email that I was entitled to a copy and would be provided one upon request. The request was completely ignored as well as my request to speak with a supervisor again. I waited another 2 days and contacted support again. And said that I was formally requesting the evidence used to come to the conclusion that was made. At which point support tried to dispute the same charge again. The reason I have no clue. But that's what happened and was told I was unable to dispute it because a decision had been made. I told them that was unacceptable and again asked for the evidence and again asked to speak with a supervisor and was denied both. I then asked again to speak with someone in that department and informed them that legally I was entitled to a copy of the evidence and that asked who I needed to contact to appeal the decision or dispute it again. I also said that if the purchase was made from a digital wallet they should have no problem determining the device location as well as the type of device and clearly would see it was not even close to the only device I have ever used and wasn't same location. I also asked them to provide something with my name address or anything that even remotely had my information on it. And was ignored again. I once again contacted support the following day and told them the situation and that I was formally requesting evidence used, any documentation, as well as transcripts from all previous chats. And was completely ignored. And that leads me to the reason I'm filing this complaint now.

Company response to consumer: Closed with explanation