Consumer complaint received 2024-10-09 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Happy Money, Inc.
State: MD

Complaint narrative:
On XX/XX/2024, I authorized a single payment from my account. However, I was alarmed to discover that a second payment was processed without my explicit consent by customer service agent XXXX. This action is a clear violation of the Fair Debt Collection Practices Act ( FDCPA ), as it was conducted without my authorization. 

Additionally, I had an unsatisfactory experience with XXXX, the manager of the Goal Realignment Department. During our conversation on XX/XX/2024, I was placed on hold for an inordinate amount of time. When XXXX finally returned, he assured me that XXXX would call me back later that day, but I never received that follow-up call. 

Furthermore, I submitted a follow-up email on the same day, outlining my concerns regarding potential violations of the Fair Credit Reporting Act ( FCRA ) and requesting goodwill consideration. I was informed by XXXX a customer service agent in your Goal Realignment Department that my email was not received, despite prior communications on that date being acknowledged. 

Given these issues, I request the following : 1. **Investigation and Refund** : A thorough investigation into the unauthorized double payment and an immediate refund of the second payment processed without my consent. 

2. **Customer Service Review** : An address of the lack of follow-up and communication from XXXX, including an assurance that customer service protocols will be improved to avoid similar situations in the future.

3. **Acknowledgment of Email** : Confirmation of receipt of my previous email regarding my goodwill request and potential FCRA violations , along with a timely response addressing my concerns. 

It is helpful to note that double debiting, or the unauthorized withdrawal of funds from a bank account on two separate occasions for the same transaction, can violate several laws and regulations. 

The relevant laws that address this issue are : 1. **Electronic Fund Transfer Act ( EFTA ) ** : This federal law provides consumers with protections against unauthorized electronic fund transfers. Under the EFTA, you have the right to dispute unauthorized transactions, which includes double debiting.

2. **Fair Debt Collection Practices Act ( FDCPA ) ** : While primarily focused on debt collection practices, the FDCPA requires that debt collectors provide accurate information and not engage in deceptive practices. Double debiting may be considered a deceptive practice if it occurs without proper authorization. 

3. **Uniform Commercial Code ( UCC ) ** : In the State of Maryland and other States , the UCC governs commercial transactions, including bank deposits and collections. It requires banks to process transactions accurately and may hold them responsible for errors, including double debiting.

4. **Maryland Consumer Protection Act** : This state law prohibits unfair or deceptive trade practices, which can include making unauthorized charges to a consumer 's account. 

As an offer in compromise, I am requesting a Goodwill Adjustment for the late credit reporting. Especially, with this most egregious error of double debiting and this deceptive debt collection practice that has been duly noted for a multitude of customers of Happy Money.

Company response to consumer: Closed with explanation