Consumer complaint received 2025-01-07 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: FL

Complaint narrative:
On XX/XX/XXXX, my credit cards were stolen while on XXXX XXXX trip. My XXXX XXXXXXXX ( issued by XXXXXXXX XXXX, managed by Continental Finance ) was subsequently used by the person who stole my cards at a XXXX in XXXX, VA. 
I had a very lengthy conversation with a Continental Finance Rep within XXXX minutes of my cards being stolen and I was assured I would not be held responsible for any unauthorized charges. I was still with the police as I was having this conversation with your representative. 
A temporary credit was issued back to my Surge card ( ending in XXXX ) in the amount of {$55.00}, the amount of the transaction at XXXX. 
A short time later, the credit was reversed and I received an email stating that 'no error had occurred ' and that 'the merchant completed the transaction. ' I found this action utterly appalling given that I had provided all the information about the theft practically in real time and was assured I would not be responsible for the fraud. It felt like being robbed twice. 
I subsequently spoke with two more Continental Finance representatives asking for an explanation of the reversal and received no satisfaction for my inquiry. 
I sent Continental Finance a copy of the criminal incident report received from the XXXX Police Department which should have been more than sufficient proof that the charge on my XXXX card was fraudulent and asked them to please re-evaluate their decision. After several weeks and no communication whatsovever from the XXXX XXXX Department, I sent a very strongly worded email demanding a status update and that the {$55.00} credit be given back. 
A temporary credit was issued back to me on XXXX and I assumed the matter had finally been resolved since I had provided all the documentation I had regarding the theft.. 

On XXXX, I received the following email from the Continental Finance Dispute Center : We have determined that no error has occurred. If you are able to provide new information, you may request a reevaluation of your dispute. 

We have come to this conclusion because : Unfortunately, these charges were authorized, and the merchant completed the service requested, so we are unable to pursue recovery on your behalf. 
The provisional credit that was previously applied to your account will be adjusted. An amount of {$55.00} will be reversed on XX/XX/year>. 

This notice serves as final resolution of your dispute for the above-referenced transactions. If your dispute included additional transactions not listed above, please be assured we are continuing to investigate those. 

Sincerely, XXXX XXXX XXXX XXXX XXXX is issued by Celtic Bank and serviced by Continental Finance Company ( " XXXX '' ) I replied immediately with yet another strongly worded email suggesting that perhaps someone should actually read the police report ( which I attached again ) and reconsider their illogical decision. If this had been any other credit card company, I would not still be dealing with this issue more than two months later. I feel I am being victimized TWICE because of their actions. I am due the {$55.00} credit and I want them to issue it once and for all.

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