Consumer complaint received 2025-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Branch Messenger, Inc.
State: AR

Complaint narrative:
Subject : Formal Complaint Regarding Failure to Provide Provisional Credit and Mishandling of a Debit Card Dispute Uber Pro Debit Card by Branch, Issued by XXXX XXXX XXXX XXXX I am submitting this complaint to formally request an investigation into the handling of a disputed transaction by XXXX XXXX XXXX XXXX, the issuer of the Uber Pro Debit Card by Branch. 

On XX/XX/XXXX, I made a {$370.00} payment to XXXX XXXX XXXX over the phone. This payment was tied to a verbal agreement they made with me regarding my auto loan. Shortly after, XXXX acted outside of that agreement and without notice, canceling its terms. As a result, I contacted them and requested the payment be reversed. 

When XXXX refused, I initiated a dispute for the {$370.00} transaction through my Uber Pro Debit Card account on XX/XX/XXXX. On XX/XX/XXXX, my XXXX account showed a {$370.00} chargeback posted, indicating a refund had been issued for the disputed amount, minus their internal {$3.00} fee. 

Despite the chargeback being reflected in my XXXX account, XXXX XXXX XXXX XXXXXXXX has not returned these funds to my debit account. It has now been over 20 business days since my dispute was submitted, and I have not received a provisional credit, in clear violation of Regulation E ( 12 CFR 1005.11 ).

I followed up multiple times : On XX/XX/XXXX, I responded to their email request for follow-up documentation regarding the dispute and inquired about the provisional credit. I have received no response to date. 
On XX/XX/XXXX, I spoke with a representative named XXXX at Branch who confirmed the matter was escalated. Still, no resolution has occurred. Their customer service line is unable to answer dispute-related questio
ns. When transferred to the disputes department, I am informed that they can not discuss the provisional credit, case status, or provide any meaningful informationonly that new disputes may be submitted.

Consumer Protection Concerns : This handling appears to violate key protections under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E, specifically : 12 CFR 1005.11 ( c ) ( 2 ) ( i ) Financial institutions must provide a provisional credit within 10 business days after receiving a notice of error.

12 CFR 1005.11 ( c ) ( 2 ) ( ii ) If a financial institution can not complete its investigation within 10 days, it must still provide a temporary credit for the disputed amount.

No such credit was provided, and no adequate communication has followed. I have exhausted all good-faith efforts to resolve this with XXXX XXXX XXXX XXXX. I believe they are in willful noncompliance with Regulation E. Supporting Case Law : Larsen v. Citibank FSB, 871 F.3d 1295 ( 1
1th Cir. 2017 ) : found banks liable for not issuing provisional credit in time. 
Flores v. Fastbucks Holding Corp., 115 F. Supp. 3d 1072 ( D. Nev. 2015 ) : recognized a violation of EFTA for mishandled EFT disputes.

Berthold v. Evolve Bank & Trust, Case No. 2:21-cv-02634 ( W.D. Tenn. ) : shows a pattern of consumer complaints against this bank involving dispute resolution failures.

Relief Requested : Immediate intervention to ensure my {$370.00} refund is returned to my account. 
Enforcement action if it is determined that XXXX XXXX XXXX XXXXXXXX and/or XXXX are engaging in unfair or deceptive practices related to dispute handling.

Consideration of damages or penalties for failure to comply with Regulation Es timelines and consumer protections.

Thank you for your attention to this matter. Please contact me at the number or email above if you need any documentation or clarification. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation