Consumer complaint received 2021-08-25
Company: FinCo Services Inc DBA Current
State: IN
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:
On XXXX I was going through my bank transactions and saw 2 unauthorized charges that occurred on XXXX. One was from XXXX in the amount of {$450.00} and the other was from XXXX travel insurance in the amount of {$30.00}. At the time the un authorized charges occurred, I had over {$10000.00} dollars in my account and did not notice these transactions. I immediately went to the dispute icon within my banking app where it prompted a live chat. It was before banking hours, so that was my only option. I chatted with an agent who advised me that it was after the 60 day allowable time frame to dispute the charges. I advised him that, by law, I have 60 days from the statement date in which the charges occurred which would be a date of XXXX. He then left the chat. Another agent then joined, read the previous chat, and was rude stating that " I had months to file the dispute and I chose not to '' disregarding the fact that I had just noticed them. He then left the chat. 3 other agents joined and left the chat and then my chat was abruptly ended by the agent with no reason given. The chat transpired before banking customer service hours, so around XXXX : XXXX EST I called the banks customer service dispute line and my only option was to leave a voicemail. I did that. An hour later or so, I received an email from an agent at the bank stating that my dispute would be opened and to reply to the email with my answers to a series of questions. I answered all questions, described what happened and sent the email back. On XXXX, my dispute was officially opened. On XXXX, I received an email stating that my dispute for the unauthorized XXXX charge of XXXX was complete and that no error was found therefore I would not receive the money credited back to my account. I then replied to the email, on the same day, requesting the documentation that I have the right to view by law, that was used to determine that there was no error found. I received no response or documentation. On XXXX, I received an email from my bank stating that there was an update to my dispute. In the email it stated that originally they had determined that no error was found, but they had reviewed the dispute again, and had now found that an error occurred and my bank account would be credited the full amount that was unauthorized. I checked my bank account periodically throughout the day and there was no money credited to my account. At that time, I emailed the bank and then received a reply stating that the email they sent to me stating that they had reviewed my dispute and found that an error had occurred and would be crediting my account the money, was sent to me in error. I then replied to that email requesting, again, the documentation that by law I have the right to view, that was used to make the determination that no error was found. I received no response or documentation. On XXXX, I again requested the documentation that by law I have the right to view, that was used to make the determination that no error was found. I received no response or documentation. On XXXX, I received an email from my bank stating that my dispute was complete, no error was found and that was because they received the pre-arb from the merchant stating that my name and address was used for the card that was used on the unauthorized transactions. My bank advised me that the card used for the transactions was a " virtual '' card that is stored within my banking app. I, again, replied to that email requesting to view the documentation that I have the right to view by law. I received a reply to that request on XX/XX/2021 from my bank stating that the dispute outcome and decision is final and that I may request a copy of the documentation used to determine the outcome. I replied to that email, the same day, stating that I have requested the documentation several times and I receive no response. The ticket that was open was then closed for commenting by my bank.

Company response to consumer: Closed with explanation