Consumer complaint received 2022-08-17
Company: PENTAGON FEDERAL CREDIT UNION
State: PA
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:
Me ( XX/XX/2022, XXXX PM ) : You wrote : XXXX ( XX/XX/2022, XXXX PM ) : Hello, my name is XXXX. Welcome to XXXX Customer Care. 
Me ( XX/XX/2022, XXXX PM ) : I want to cancel my order # XXXX XXXX Driver Updater {$68.00} {$68.00} Sub-total {$68.00} Tax {$5.00} Total {$73.00} XXXX ( XX/XX/2022, XXXX PM ) : Hi XXXX. 
XXXX ( XX/XX/2022, XXXX PM ) : I understand you wish to cancel the XXXX  Driver Updater subscription, sorry to hear that, May I ask the reason for the cancellation so that we can help you with your difficulty. 
Me ( XX/XX/2022, XXXX PM ) : I do not use the product any more. 
XXXX ( XX/XX/2022, XXXX PM ) : I understand, I will transfer the case to the concerned team regarding CPS cancellation request, they will help you with the cancellation. 
XXXX ( XX/XX/2022, XXXX PM ) : Hello, my name is XXXX. Welcome to XXXX Customer Care. 
Me ( XX/XX/2022, XXXX PM ) : I want to cancel my order # XXXX XXXX Driver Updater {$68.00} {$68.00} Sub-total {$68.00} Tax {$5.00} Total {$73.00} XXXX ( XX/XX/2022, XXXX PM ) : Hello XXXX. 
XXXX ( XX/XX/2022, XXXX PM ) : We're sorry that your previous chat got disconnected. 
XXXX ( XX/XX/2022, XXXX PM ) : I realize that you're requesting to cancel your subscription. 
XXXX ( XX/XX/2022, XXXX PM ) : Let me check your account to help you. 
Me ( XX/XX/2022, XXXX PM ) : I have two charges one for XXXX and XXXX I want to cancel both charges. 
XXXX ( XX/XX/2022, XXXX PM ) : Hello, my name is XXXX. Welcome to XXXX Customer Care. 
XXXX ( XX/XX/2022, XXXX PM ) : Hi XXXX. 
XXXX ( XX/XX/2022, XXXX PM ) : Unfortunately, your chat was disconnected from previous technician and connected to me. 
XXXX ( XX/XX/2022, XXXX PM ) : Please give me 2-3 minutes while I check your conversation and continue further. 
XXXX ( XX/XX/2022, XXXX PM ) : Thank you for waiting. 
XXXX ( XX/XX/2022, XXXX PM ) : I have checked your messages and understand that you wish to get refund for your recent charges of {$82.00} and {$69.00}. Is that right? 
Me yes! 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Welcome to XXXX Live Chat! 
My name is XXXX XXXX and I will assist you today. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Hi, XXXX! 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : I am sorry if you got disconnected from the previous chat. No worries, I'll do my best to help you out with your concern. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Kindly give me 1-2 minutes to pull up your account here on my end and review the transcript that you just sent. 
Me ( XX/XX/2022, XXXX PM ) : Please just cancel the above mentioned bills. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Im sorry to hear that youre thinking of leaving our service. Please stay online while I am pulling up your account, so I know how I can assist you better. 
Me ( XX/XX/2022, XXXX PM ) : XX/XX/2022 XX/XX/2022 XXXX XXXX  XXXX REFERENCE ID : XXXX XXXX XXXX XXXX XXXX XX/XX/2022, XXXX PM ) : Thank you for holding, XXXX. I am sorry but there are no recent charges from your XXXX. May I know the email address linked on your account? 
Me ( XX/XX/2022, XXXX PM ) : XX/XX/2022 XX/XX/2022 XXXX XXXX XXXX  REFERENCE ID : XXXX XXXX XXXX XXXX XXXX XX/XX/2022, XXXX PM ) : I can see here that it is under your email address with the domain XXXX '', can you provide me the full one? 
Me ( XX/XX/2022, XXXX PM ) : XXXX XXXX XXXX ( XX/XX/2022, XXXX PM ) : Thank you very much for that, XXXX. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Upon checking, I can confirm here that you have 2 charges for your XXXX  Premium Security and XXXX  Cleanup Premium that both renewed on XX/XX/2022. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Please take note that the programs are capable of protecting your computer from viruses and hackers, while the other one is keeping your computer running smoothly. 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : Could share the main reason behind your not continuing with the services. Is the issue with the service or price? 
Me ( XX/XX/2022, XXXX PM ) : Both and annoying pup ups and customer service! 
XXXX XXXX ( XX/XX/2022, XXXX PM ) : I do really apologize on behalf of the representatives who keep on getting disconnected from you due to technical issues. But, I will make sure that your concern will be fixed through our chat.

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