Consumer complaint received 2024-04-24
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Branch Messenger, Inc. (NV)

Disputed Transaction Timeline below. 
I filed on XX/XX/XXXX, over the phone by contacting XXXX Branch Messenger, Inc Customer Support. I spoke with an agent and provided details of my complaint against XXXX XXXX XXXX and advised the agent I wanted to file a dispute on XXXX transactions on my XXXX XXXX XXXX XXXX XXXX XXXX XXXX, transactions dating from XXXX to XX/XX/XXXX. The agent provided a confirmation email, in this email I was advised, id have resolution from Branch Messinger , Inc. within XXXX business days ( by XX/XX/XXXX ). That same afternoon I provided in writing a detailed statement with an explanation for why I had disputed these transactions. ( See evidence provided with timeline exhibit XXXX ). 

Between XX/XX/XXXX, and XX/XX/XXXX, I made more than XXXX phone calls to Branch Customer Support to inquire into the status of my disputes and to ensure they had received my written statement as well as the first response I received from XXXX XXXX XXXX. I was continually told the Disputes Team did not accept in-bound calls, but an escalations case would be opened on my behalf, and the disputes team would reach out to me, which did not happen. 

XX/XX/XXXX, Email sent to Branch Messenger , Inc for update to Branch Dispute XXXX, as well as provided update from XXXX XXXX XXXX communication received. 
( Exhibit XXXX ). 
XX/XX/XXXX, still no update from Branch Messenger , Inc . Sent another inquiry update request. ( exhibit XXXX ). 

XX/XX/XXXX, I sent an inquiry to Branch Messenger , Inc advising them it has now been XXXX weeks since I opened my dispute and I have not received any contact or information from them. Later that day I received a request to provide feedback as the ticket that was opened when I sent inquiry on XX/XX/XXXX, had been closed, no one provided me an update, just closed the ticket. ( Exhibit XXXX ) The first time the Disputes Team reached out to me was on XX/XX/XXXX, XXXX business days after I filed my dispute and provided written notice or reason for my disputeXXXX XXXX XXXX and XXXX confirmed that XXXX transactions are in dispute, the total financial amount XXXX XXXX, and they have received my statement as well as the XXXX email communications I provided. Agents denied me the provisional credit, stating I needed to reply to the original email of dispute being opened. ( Exhibit XXXX ) XX/XX/XXXX, another email communication between XXXX and myself sent to Branch Messenger , Inc . 

On XX/XX/XXXX, I made an online inquiry by visiting www.branchapp.com, regarding my disputed transactions looking for an update. I contacted Branch Customer Support by phone and again was told an escalation case would be opened for the Dispute Team to contact me. By this date I have provided more than XXXX response updates from XXXX XXXX XXXX. XXXX is stonewalling my inquiries into the overcharges. ( Exhibit XXXX ) On XX/XX/XXXX, I received XXXX automated emails stating, Your Charge Bank Dispute has been initiated. This is XXXX business days after contacting Branch Customer Support to file my dispute ( s ). I immediately contacted Branch Customer Support to inquire why I was receiving these automatic emails nearly XXXX business days after I contacted them about my disputes. I was not given and explanation to why I had just received these automated emails. ( Exhibits XXXX ) XXXX XXXX, XXXX XXXX sends email advising the dispute is in process and attempting to recover funds. ( Exhibit XXXX ) XX/XX/XXXX, I received an update to a dispute that I did not open, but Branch Customer Support opened on my behalf advising in my favor for XXXX XXXX, transaction date XX/XX/XXXX. 

XX/XX/XXXX, I received updates on XXXX transactions. Branch Customer Support had denied my disputes for the XXXX transactions. This is XXXX business days after my dispute was opened. I made several contact attempts to discuss these denials and demand reopening of the disputes, agents XXXX, XXXX and XXXX were not willing to assist me in this request. 

XX/XX/XXXX. I received an automated email, advising a new dispute number XXXX has been received. ( exhibit XXXX ) On XX/XX/XXXX, I sent an email to Branch Messenger , Inc., to advise per Bureau of Consumer Financial Protection, in regard to Regulation E, the time limits to investigate a dispute ( XXXX  days ) had expired, and as no resolution has been provided to me, I advised all undetermined transactions under investigation are to be reversed and placed back into my account. ( Exhibit XXXX ) XX/XX/XXXX, XXXX XXXX advises all disputes on Branch Messenger , Inc. dispute XXXX, have now been denied. ( Unfortunately, the XXXX window had already passed ). In a series of emails agents then advise all undetermined transactions under investigation are being escalated for review. ( See exhibit XXXX ) On XX/XX/XXXX, agent XXXX provides documentation of disputes denied, XXXX transactions. ( see exhibit XXXX ) XX/XX/XXXX, agent XXXX responded to my email advising me that the investigation time limits governed by Federal Law under the Federal Reserve had passed. XXXX  XXXX stated in her email that the Investigation HAD NOT passed as the investigation was INITATED ON XX/XX/XXXX, and that they still had additional time to review my disputes and may take XXXX  days to do so. In return I provided documentation showing I opened my disputes on XX/XX/XXXX. XXXX XXXX also provided a list of transactions as well as their outcomes ; all stating, Merchant provided proof that the services were provided. My My dispute was not that services were not provided ; my dispute is the overbilling due to repossession fees and refunds due to having to switch cars XXXX  times in XXXX  days ; and the deception of services. I was to receive XXXX week free for every XXXX weeks of rental. ( See exhibit XXXX ). 

On XX/XX/XXXX, XXXX  XXXX made claims that I was advised of all disputes being denied on XX/XX/XXXX, and claims I reopened my claims on XX/XX/XXXX. I demanded proof of these communications showing they denied my claims on XX/XX/XXXX. Also demanded documentation showing I contacted Branchapp.com / Branch Support to reopen my already denied claims, no proof was ever furnished ; I made this request for evidence more than XXXX  times. ( see exhibit XXXX ) XX/XX/XXXX, XXXX  XXXX falsely advised The Federal Reserves Regulation E ( Guidelines to Disputed Financial Transactions was only for Credit Card Transactions. This is the last communication response I have received. I have made several attempts to allow Branch Messenger to rectify this problem as they have failed to comply with The Federal. ( See exhibit XXXX ) XX/XX/XXXX, Email sent to XXXX XXXX, inquiring to transaction below, no resolution has been provided, dispute time frame has been surpassed for more than XXXX, expecting expedited refund or reversal of transaction and funds placed back into my account. ( See exhibit XXXX ) Date : XXXX Merchant : XXXX XXXX - Amount : XXXX XX/XX/XXXX XXXX refuses to provide update to transaction inquiry on XX/XX/XXXX, XXXX