Consumer complaint received 2025-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FinCo Services Inc DBA Current
State: TX

Complaint narrative:
On Thursday XXXX at approximately XXXX, I visited an ATM outside of a XXXX XXXX  located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX and requested money from the ATM. There are two ATM 's located outside of the bank where cars drive to ; one on the far left side and the other on the far right side. I used the ATM that was on the far left side. I entered my debit card into the ATM slot and I noticed that the screen was not working at this time. However, the keypad was working which allowed me to make selections after I entered my pin number. I requested {$200.00} and the ATM charged a fee of {$3.00} so a total of {$200.00} was debited from my account. However, the ATM did not dispense the {$200.00}. I then pushed the 'help ' button to request assistance but the button seemed not to work. I then proceeded to the ATM on the far right side and pushed the 'help ' button to request assistance. A bank teller answered through the ATM machine and I explained what happened regarding the ATM on the far left side not dispensing the {$200.00}. The bank teller then advised me to wait while she spoke to the bank 's Branch Manager ( BM ). Shortly afterwards, the BM spoke and advised me that I needed to call a number ( she provided me ) and explain what happened. I then contacted that number right then and there without leaving the ATM. The number that the BM provided me was XXXX 's XXXX  customer service number. After speaking with a XXXX XXXX  customer service representative, I was advised that I needed to file a dispute with my bank regarding the matter. I then left the ATM and contacted my bank and filed the dispute on XX/XX/year>. My bank denied and closed the dispute on XX/XX/year> and did not provide me with an explanation of why. I then visited the XXXX XXXX  on Saturday XX/XX/year> to speak with the XXXX  but was advised that the BM was not available that day. I spoke to a XXXX of the branch who provided me a number to call that have access to the ATM 's video surveillance system. I left the bank. On XXXX  XX/XX/year> I contacted that number that was given to me from a XXXX of the branch. I then spoke to a representative and was advised that the number provided to me was for law enforcement only. I then contacted XXXX 's XXXX to file a police report to have a detective or someone look into this matter. After speaking to a customer service representative from XXXX 's XXXX, I was advised that I needed to file a police report online. The same day, I filed a police report and the same day the police report was denied due to this issue being a civil matter rather then a criminal matter. On the denial report for the police report, I was advised to visit my local Justice Of The Peace and file a report. That same day, after working a XXXX shift I went to my local Justice Of The Peace and was advised that I needed to file for small claims. I was given a packet to read over and fill out but there would be a Filing fee of {$54.00} and a XXXX fee of {$85.00} just to begin the process. I figure that I should contact the CFPB before going forward and filling for small claims.

Company response to consumer: Closed with explanation