Consumer complaint received 2023-01-30
Company: RANDOLPH-BROOKS FEDERAL CREDIT UNION
State: TX
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 XX/XX/2022, I booked a hotel reservation online to stay at XXXX XXXX XXXX XXXX, XXXX XXXX. I received a confirmation email with all the details and everything looked legit until I arrived to the Hotel. 
When we arrived to the Hotel we approached the front desk and showed the confirmation email of our booking ; front desk then said there wasn't any record of a reservation under that confirmation or my name. I went ahead and showed them the transaction on my bank account paying for the stay {$1900.00}. They assured that transaction under XXXX didn't looked like their domain and were able to confirmed no funds were received for any reservation under my name. 
I made several calls to the vendor listed on my confirmation email and I didn't get a response. After several failed attempts to reach the agent I had to end up paying for a stay onsite, it was already past midnight and had my toddler and family waiting in the car. 
I instantly disputed the transaction with XXXX through my online banking. The following day I called the dispute center to give more details about the fraudulent transaction to explain the situation and was told to fax any documentation I had. 
I faxed over the documents as soon as I had access to a fax, I provided the confirmation email, written details of the incident claiming the vendor had failed to provide the services I was charged for. 
Couple of weeks later I received a " temporary credit '' for the disputed amount {$1900.00}, when this happened I assumed the matter was resolved. Unfortunately on XX/XX/2022 I woke up to a reversal/charge of the {$1900.00} reflected on my account I called XXXX right away and talked to a representative that said the dispute was closed and they had sent me a letter ( which I never received ) I told him I did not received such letter and explain all over again how the vendor failed to provide the service they had charged me for and that I had already provided documentation showing my second charge for the booking I had to make onsite. He instructed me to fax once again a written response with any additional documenting I had, this was now directly to a priority Fax since he was going to escalate the Dispute and reopen the investigation. I faxed my itemized onsite booking receipt and a written response asking for help to resolve the matter. Couple of days passed and I called XXXX to follow up, I was told to wait a couple of weeks that it was " under review ''. Weeks passed and I called to follow and once again I was told to wait now 90 days for a resolution. 
I called in XXXX to follow up and the representative that answered said the case was still closed and it hadn't been reopen, I insisted to have them review the notes and that I had talked to a representative that had escalated the case, also reminded them that all conversations were recorded and after a long conversation they were able to retrieve the notes and promised to have submitted a request to have the dispute open and once again reviewed. 
Weeks went by and I didn't see the credit reflected in my account or received any feedback from XXXX so I decided to call again to follow up, this time a female representative talked to me and I was told once again that the dispute was closed and no one had reopened it, I started crying with the frustration and requested to talked to a supervisor or to be instructed to who do I needed to talk to in order for this to be resolve. I was told there wasn't anything else I could do, that I needed to follow their Dispute process, but I had already done so and didn't get anywhere. 
I asked what kind of investigation had taken place because it felt that XXXX wasn't representing me as their customer. They hadn't done anything even though I'd begged them for help, insisting and proving supporting documentation that I was a victim of fraud. 
This representative asked me if I had additional documentation and that it would help if I was to get written support from the Hotel that I had to book a stay on site due to a nonexistent reservation, and that she will submit a high priority request to have the Dispute reopen. 
Within the same day I was able to get confirmation from Hotel Accounting Department stating my previous claim, that the vendor who charged my card didn't have any reservation ready for me and that I had to book a reservation on site. I faxed the documentation the same day. 
Until today I hadn't received any feedback from XXXX or a credit on my account, so I called the Dispute center again and was told the Dispute was reviewed and it showed as closed, there was nothing they could do but have their supervisor call me back and although the Dispute history had several notes, it didnt seem the last fax was taken into consideration. 
At this point I've been paying interest on the {$1900.00}, and XXXX intuition has failed to represent me in this matter. Although I have provided supporting documentation that the charge was fraudulent and continue to insist for hep, they have done nothing but ignore my pled.

Company response to consumer: Closed with explanation