Consumer complaint received 2021-03-26
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Plastiq Inc. (GA)

Hello CFPB, XXXX XX/XX/2020, I authorized Plastiq to charge my credit card, write a check in the amount of my mortgage payment, and mail that check to the bank that holds my mortgage. Plastiq is a company that allows its customers to earn credit card points on bills that can't usually be paid by credit card. They charge your card, and then they write a check to the recipient and mail it out. 

The charge was for {$2200.00}, and it posted to my XXXX XXXXXXXX XXXX credit card account the next day. That reflected a {$2100.00} mortgage payment and a {$61.00} processing fee. Plastiq wrote a check for {$2100.00} and sent it through the mail, intended for XXXX XXXX  in XXXX, Georgia. 

However, XXXX XXXX  never got this check because somewhere in the delivery process, it got routed to the wrong business. A company called XXXX, XXXX, which has an office in the same building as XXXX XXXX, picked it up and cashed it. I know this because I obtained an image of the check from Plastiq, and a representative from XXXX showed me that the endorsement line on the back said " XXXX ''. 

The check was addressed to : XXXX XXXX, XXXX XXXX XXXX XXXX, Building XXXX, XXXX XXXX, XXXX, GA XXXX It was intercepted by and cashed by : XXXX XXXX, XXXX XXXX XXXX XXXX Building XXXX XXXX XXXX, XXXX, GA XXXX I have attached an image of the check, provided to me by Plastiq, that shows that it was cashed not by XXXX XXXX  but rather by XXXX XXXX. The front of the check shows that it was clearly intended to pay my mortgage at XXXX XXXX. I do not have any association with XXXX XXXX. 

I tried resolving this issue through Plastiq 's customer support, but over the course of nine different chat sessions spanning two months, I was consistently told that the chat agents didn't know what was going on because it was being handled by an entity called " XXXX XXXX XXXX  '' which is Plastiq 's back-end bank. I submitted all the affidavits they asked me to submit, but could not achieve a resolution or even an update on what was going on. 

Frustrated by this, I disputed the credit card charge with XXXX XXXXXXXX XXXX. I submitted the image of the check showing clearly that it had been cashed by an unintended third party, along with logs of all nine attempts I had made to resolve the issue with Plastiq 's customer support. Plastiq responded to XXXX  XXXX XXXX XXXX dispute process something to the effect of " the customer 's check was written and cashed as intended. '' This was very frustrating to me, as it showed that whoever at Plastiq was handling this dispute didn't understand the basic nature of the problem : the check got put in the wrong mailbox and was cashed by some random company! 

To add insult to injury, XXXX XXXX XXXX ruled in favor of Plastiq! Plastiq simply asserted without evidence that the check had been cashed as intended ( despite that it was stamped XXXX on the back, and not deposited to XXXX XXXX ) and XXXX accepted that assertion over all the evidence I provided them. 

So I'm currently out {$2100.00} that was intended for my account, and a company I've never heard of until this ordeal has that amount in its account. The problem I've got here is that no one is motivated to fix this for me, because I'm the one holding the bags here - none of these companies are out any money that would motivate them to fix this for me. ( And in the case of the mysterious XXXX XXXX, they have a sudden windfall that they've just pocketed. ) I have considered contacting XXXX XXXX directly about the fact that my money is in their account but I have no idea who they are, what they do, or who my point of contact would be with them. That's something l 'd like the CFPB 's help with, since I feel out of my depth there. 

NOTE : Since this happened, XXXX XXXX  transferred my mortgage to XXXX XXXX XXXX. I no longer have an account with XXXX XXXX, as my mortgage is now with XXXX XXXX XXXX.