Consumer complaint received 2019-05-24
Company: CARD Corporation
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX XXXX I had made a purchase with XXXX in the amount of {$35.00}. About 3 seconds after I hit GO, my husband came upstairs and said we have to leave there is a family emergency. I immediately canceled the order. I also called XXXX to verify they had refunded the funds. The representative confirmed that the refund was processed and to please allow 3-5 business days. I was told by CARD.com that any Pending transactions would be refunded after 7 business days, so you would see the funds available on the 8th day. So here we are DAY 8 and still nothing. I called card.com @ ( XXXX ) XXXX to dispute the fact they are still holding my money. They told me it is going to be another 30 DAYS to receive funds back!!! I asked why and they said because XXXX is like a hotel charge and in order to get the funds back I needed to get a LETTER ON COMPANY LETTERHEAD STATING THE FOLLOWING INFORMATION : Card #, Amount, Auth Code, Merchant ID, Date of Auth and Reason for Refund. I called XXXX to ask for such letter and was told I have no idea what this letter is and we have already refunded your money and sent you an email with al that info as well as your receipt log shows the refund! Send all that to them and you will be ok. So I emailed card.com @ verify @ card.com, as well as uploaded the documents to their secure portal. I called them back to have funds put back and was told oh Im sorry that wasnt good enough we want an actual letter on the company letterhead This is just a screen shot of an email and receipt. I went on to explain that it shows that XXXX sent the email. Their company logo is on the email AND the email, as well as receipt log shows that the funds were refunded on their end and this is ALL they will provide me. The woman still tells me its not good enough and my money will be held another 30 days. Now I have NEVER heard of anything like this, when I had XXXX XXXX  XXXX or XXXX XXXX ; NEVER was a charge held for 30 days and even if they say it could be held that long, as soon as I provided even a refund receipt they would IMMEDIATELY issue the funds back to the card. On top of the fact that mine AND my husbands paychecks are DIRECT DEPOSITED into that account every WEEK!!! So even if this charge was charged back I would STILL cover it within a day or two. This company CARD.com is a scam and they hold peoples money for no reason, even when you provide documentation they ask for. I will be changing all of my deposits to another card and cutting this one up. However, I want this issue handled and hope that this complaint allows it so that no one else has to go through something like this. On top of the fact that every representative I spoke with was rude and yelled and basically said they didnt care about my money and there is nothing they could do. It also says the holding bank is The XXXX XXXX, Which I use with another card and NEVER have had a problem like this. So maybe The XXXXXXXX XXXX  should know how their partner companies are treating customers. I find that HORRIBLE BUSINESS! Please CFPB help to stop these criminals from keeping peoples money.

Company response to consumer: Closed with explanation