Consumer complaint received 2026-05-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Continental Finance Company, LLC
State: WI

Complaint narrative:
I am filing a complaint regarding the handling of a disputed charge by Surge Credit CardXXXX relating to an airline reservation with XXXX XXXX that was canceled and never used, yet I have continued to be held financially responsible for the charges. On XX/XX/XXXX, I booked a flight for myself and my husband through XXXX XXXX. During checkout, I selected the XXXX XXXX XXXX and chose the XXXX monthly payment option rather than paying the full balance upfront. At checkout, I entered my Surge credit card information expecting to be charged the initial payment amount of approximately {$110.00}. Immediately after booking, I discovered that the full trip amount of {$710.00} had been charged to my Surge credit card instead of the monthly payment amount I selected. Within approximately XXXX XXXX of making the reservation, I contacted XXXX XXXX to report the issue and request a cancellation and refund. I explained that I had selected the monthly payment option and that the charge was incorrect. During this call, XXXX XXXX advised me to contact my credit card company regarding the charge. After ending the call, I canceled the reservation online. I possess documentation of the cancellation, including the reservation number and cancellation confirmation email. Because the reservation had been canceled and would not be used, I contacted Surge Credit Card and disputed the charge. On XX/XX/XXXX, Surge temporarily credited {$710.00} to my account while investigating the dispute. Importantly, the canceled reservation was never used. My husband and I later rebooked and paid separately for our travel through a different reservation. I have documentation of the second reservation and payment, which was entirely separate from the canceled booking. On XX/XX/XXXX, I received communication from Surges Dispute Resolution Department stating that the merchant had responded to the dispute and that I could submit any additional information by XX/XX/XXXX. At the time, I believed the cancellation and account information already demonstrated that the original reservation had been canceled and not used. On XX/XX/XXXX, Surge informed me that my dispute had been denied, stating that the charges were authorized and that the merchant had completed the requested service. This determination appears inconsistent with the documented facts. The original reservation had been canceled shortly after booking and was never used. Furthermore, a separate reservation was later booked and paid for in order for us to travel. In XX/XX/XXXX, after reviewing my XXXX XXXX account while preparing to book another flight, I discovered there was no credit associated with the original reservation and no indication that the canceled booking had been resolved. I immediately contacted Surge to address the matter. On XX/XX/XXXX, I contacted Surge and was informed by a representative that a mistake had been made and that I should receive a refund of {$710.00}. I was told the matter would be corrected within several business days. No correction occurred, and I did not receive follow-up communication. I contacted Surge again on XX/XX/XXXX, and requested management review. I was advised another investigation would be initiated, but I again received no follow-up and no resolution. I was also informed that too much time had passed to revisit the matter, despite the fact that I only discovered the issue remained unresolved after learning there had been no account credit or adjustment for the canceled reservation. As a result of this unresolved charge, I have incurred financial harm, including interest charges, over-limit fees, and negative impacts to my credit profile for charges related to a reservation that was canceled and never used. I am requesting : XXXX. A refund of the original {$710.00} charge related to the canceled reservation ; XXXX. Reimbursement of associated interest and over-limit fees incurred as a result of this charge ; and XXXX. A review and correction of any negative credit reporting associated with this matter. I have supporting documentation, including reservation confirmations, cancellation confirmation emails, XXXX payment records, dispute correspondence, account statements, and proof of the separately paid reservation that was ultimately used.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation