Consumer complaint received 2025-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FinCo Services Inc DBA Current
State: NY

Complaint narrative:
I am writing to request reconsideration of your decision regarding my dispute for an XXXX purchase dated XX/XX/year>2025. The dispute ID is XXXX. 
The purchase was for a XXXX-piece XXXX XXXX XXXX XXXX set ( XXXX, suspender, and tie brief ). I received only the tie brief, while the XXXX and suspender were missing. XXXX tracking confirms delivery on XX/XX/year>2025, but the contents were incomplete. I reported this to XXXX on XX/XX/XXXX with photos and proof. On XX/XX/XXXX, XXXX denied the return and refund request. I then filed a dispute with Current Bank and submitted documentation, including the order confirmation and proof of missing items. Despite this, the dispute was denied in favor of the merchant. In the denial letter dated XX/XX/year>2025, Current Bank stated that the merchants records confirmed all items were shipped, and therefore the transaction was valid. On XX/XX/scrub> 2025, I appealed and submitted new and materially relevant information : an email from XXXX dated XX/XX/scrub> 2025, which arose out of a XXXX XXXX XXXX investigation. In this correspondence, XXXX explicitly confirmed that only the tie brief was shipped, while the XXXX and suspender were never sent due to a packing error. They also acknowledged that the items were in stock at the time of shipment but were mistakenly excluded from the package. This directly contradicts the earlier merchant documentation on which my claim was denied. 
Nevertheless, Current Bank again denied my appeal, stating that no new evidence had been provided. This is incorrect. The XXXX email of XX/XX/scrub> 2025, did not exist at the time of my initial dispute and provides materially different information, including direct confirmation from the merchant that my order was incomplete. XXXX further stated that while they can not issue a refund directly due to the ongoing bank dispute, they are willing to provide any documentation needed to confirm that the order was not fulfilled as described. I also want to address your reasoning that the documentation could not be accepted because the XXXX account name listed is XXXX, while my account name is XXXX XXXX. To clarify, I am the cardholder who placed and funded the order using my Current Bank card. The order confirmation email dated XX/XX/year>2025, contains the order number that corresponds directly to the disputed charge on my bank statement. The account name difference is explained by the fact that the order was placed through my relatives XXXX account, but the payment source was my card, issued in my name. To demonstrate this clearly, I am including a detailed side-by-side comparison of the order confirmation and my bank statement as part of a separate attachment titled New Information XXXX, submitted with this claim as of XX/XX/year>2025. This documentation establishes that regardless of the XXXX account name, the disputed charge was funded by me, the authorized cardholder, and the goods were not delivered in full. The merchants claim that all items were shipped has now been disproven by XXXX own admission, and the XX/XX/scrub> 2025 correspondence constitutes new and highly relevant evidence that was unavailable when the original dispute was filed. Given these facts, I demand that you reverse your decision and proceed with the chargeback immediately in compliance with federal consumer protection law and card network dispute procedures. Failure to act on this clear and conclusive evidence despite direct confirmation from the merchant could constitute a violation of my rights under these regulations. I expect a prompt review and written confirmation that this matter will be resolved accordingly.

Company response to consumer: Closed with explanation