Consumer complaint received 2025-03-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Trustly, Inc.
State: LA

Complaint narrative:
I have been a customer with the XXXX application, XXXX, for a few weeks. Under normal circumstances, I use my debit card to deposit funds to my account, however, on the week of XX/XX/year> I was awaiting a new card to come in the mail. In efforts to fund my account via other methods, I saw there was an option to connect your Bank Account directly and proceeded to connect the XXXX. I have utilized other XXXX apps in the past ( XXXX, XXXX, etc. ). Considering this sector of the XXXX XXXX XXXX XXXX is so heavily regulated, I felt certain any bank connections made with such reputable companies would be secure, and thus far that has proven to be true. I have utilized this method of funding on all the above-mentioned platforms with no issues. ( For context, the usual process involves logging into your bank account through a third-party secure software ( XXXX  ) and they act as a middleman for the transfer. On every occasion of initiating the deposit via this method, the funds are instantly pulled from your bank and deposited onto the Bet platform. If for instance, the funds are not in the account at that moment, a " Failed '' message would appear, similarly to a declined transaction. ) On the day in question, I proceeded to link my bank account and then placed XXXX separate transactions, {$20.00} & {$25.00}, which were processed seamlessly. A few days later, XX/XX/year>, I sign into my bank account and notice those charges were charged twice. After contacting my bank, XXXX, and finally the payment processor, Trustly ( whose information was given by XXXX  who confirmed my account was only credited once ). The Trustly representative explained to me the way their services are designed are basically what could be described as a 'credit ' transaction. Basically, once you initiate a payment transfer, Trustly will put their funds into the Recipient account ( in this instance, XXXX ) and will debit your bank account at a later time. In the event those funds are not in the originating account when they decide to debit, they will attempt the charge a second and even third time IN ADDITION to a duplicate charge for which they justify as " Retry Fee ''. ( Simply put, IF the funds are not available, lets call it XXXX XXXX, they will charge your account XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  try + duplicated retry fee ), and subsequently charge XXXX XXXX XXXX XXXX  XXXX ( XXXX  try + duplicated XXXX retry fee ). 

Here are my complaints : Because I have experience utilizing similar payment processes, I am familiar with how the normal operation goes. Anytime the funds are not in the account, the whole transaction will decline and fail to be completed. When using this system, THERE WERE NO DISCLOSURES ABOUT THIS SORT OF 'CREDIT ' ARRANGEMENT WHERE THEY WILL FRONT THE UNAVAILABLE FUNDS AND CONTINUE TO DEBIT YOUR ACCOUNT EXCESSIVELY. 

To be clear, I did have the funds available in my account when the initial transaction occurred. Therefore, there should have been no reason for them to supply a 'credit ' for said funds. Furthermore, hypothetically speaking, if the funds were not there initially, when the XXXX  attempt at collecting the funds is successful, HOW do they justify a XXXX XXXX  XXXX XXXX & XXXX  XXXX ) collection of the funds? I can assert that the funds were debited from my account the XXXX initiation ( {$45.00} ), then again at 'retry ' ( {$90.00} ), and they have sent written clarification that my account will be debited again on the XXXX. 


The whole process seems like a complete setup. To rectify the situation, I am having to file a dispute with my bank account. Unfortunately, because it was not a debit transaction, I can not simply get a new card, I will have to close my entire account. I know another person who is currently disputing a similar situation with this company, and it would be unjust for this shady business practices to be allowed to continue to cause hardship on additional patrons.

Company response to consumer: Closed with explanation