Consumer complaint received 2024-01-11 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: Branch Messenger, Inc.
State: CO

Complaint narrative:
I am XXXX XXXX. I am an XXXX  XXXX. I disputed two charges on my XXXX XXXX card. 

The first is case is Branch Bank # XXXX in the ammount of {$490.00} The second case is Branch Bank XXXX in the ammount of {$1700.00} I have not heard back on the first dispute at all. I heard back on the second case, the amount that you are disputing is wrong, and was emailed that Branch was the following : << '' Hi XXXX, ( thisis from Branch Bank ) We received an update on your dispute for the following transactions : XXXX # XXXX for {$1100.00} on XX/XX/XXXX  We are in the process of attempting to recover the funds for the disputed transaction ( s ) from the merchant. If your dispute case is ultimately decided in your favor, your account will receive credit for the transaction being disputed at the time of approval. This process can sometimes take up to a total of 90 days. 



**Please note that if you have filed dispute claims for multiple transactions on your account, you will receive a separate status notification for each disputed transaction claim. " >> This is my submission for case XXXX << '' Dispute Intake : ( This is my complaint ) What was the merchants response? 
- They didn't have a car to swap out and said I had to hold onto the car until they found a replacement. Meanwhile the car was not drive able and they charged me anyway. 

Please describe the item or service that was expected. 
- Please add this to dispute case number # XXXXthese are charges that the company added to my card yesterday and they are not authorized. 

Please describe the item or service that you received. 
- The vehicle did not work and they would not replace the car. Please see other dispute for details. I want to point out, I could not drive the car at nighttime because the headlights and taillights were not working. Also, I was paying for premium roadside assistance through them and they charged me almost XXXX for a tow truck to come out and take me XXXX mile to a charging station so that the car would not be abandoned on the roadside. 

Please provide any additional details. 
- I was not able to drive this car because it would not hold a charge, it was an electric car. Also most of the features of the car did not work because it was defective. The headlights did not work, their taillights did not work. I followed their procedures, they said that I had to take the car into an authorized facility, it took days to get an approval, then none of their facilities had the ability to fix it. I went into the XXXX office and they said that they would have to charge me fees then when they had a car available they would swap it out. Meanwhile, the car was rented to XXXX XXXX. I could not work. I am disputing all of these charges, cause they are not valid and not authorized. 

When did you reach out to the merchant? 
- XX/XX/XXXX  '' >> This is my submission for case XXXX : << '' Dispute Intake : ( This is my complaint ) What is the merchants fulfillment, cancellation and/or return policy? 
- If the car is defective, return and they give you another. 

Please describe the item or service that you received. 
- I rented a XXXX car to XXXX XXXX and the car was as defective from the first day. I am disputing it. 

When did you reach out to the merchant? 
- XX/XX/XXXX  Please describe the item or service that was expected. 
- The car that I rented was defective. The headlights did not work, and one of the batteries were defective. I was unable to use the radio, or charge my phone in the car. I was also not able XXXX XXXX the car after dark, as the headlights, and taillights did not work. I tried to return the car to XXXX because it was defective. They said that they could not exchange car until I paid more money. The battery died while I was driving, and I had to have use roadside assistance to tow me to the charging station. Even though I paid for premium roadside assistance, they charged me {$180.00} to tow me to the charging station. Then while there the car would not charge, so I had to call roadside assistance again and have them come out and jumpstart the battery so that the main batteries would charge. They charged me another {$150.00} to do that. I complained to XXXX and they said they would get back to me. I made 7 phone calls and visited the rental center and got no remedy. The car should not have been rented, as it was defective. I tried to change the car out the same day and they would not help me. I can't believe that I got such bad service with an XXXX partner. I was not able to use the car as rented and am disputing the charge off. As a Diamond driver with XXXX, I have expect better service that this, I can't believe that XXXX puts up with this lack of service. I finally parked the car and told them to come get it. They finally did, as it was not drivable. 

What was the merchants response? 
- I prepaid the car to rent it. They wanted me to pay the towing fees before they would replace the defective car. I told them I needed it to drive for XXXX, they said I needed to pay the {$330.00} in towing fees before they would exchange the defective car. 

Please provide any additional details. 
- I not only lost the rental charges, but also lost the income that I would have made driving for XXXX. I am really disappointed with XXXX!!!!!!! " >> I am an XXXX Driver and currently can XXXX XXXX because of these transactions. I trusted that in using my XXXX XXXX card from Branch I would be taken care of in case of fraudulent activity. My account is overdrawn over {$1100.00} and I can not work. These charges are doing irreparable harm to me. 



This is my last submission to Branch Bank : <<<Please correct the amount that you have disputed is wrong on one and I have not heard back on the other. Please correct. I really need to work. Can you please help me to expedite this, otherwise I am going to be homeless in the next few weeks. 

I do not want to have to escalate this, but if you cant get this expedited and fixed, I am going to go to the proper agencies in the government for their assistance. I am also reaching out to MASTERCARD for help on this matter. This is {$2200.00} of my money plus all of the losses that I have incurred. If I don't hear back I will be forced to file a small claims court case and force someone from Branch Bank to show up locally to answer the lawsuit. 

Please do the right thing here. I have done my part, and it is not ok to let a company steal my money. 




XXXX XXXX XXXX XXXX This to CFPB : I am a XXXX  XXXX person who can not work a " regular job '' but am able to drive a car for a living. These fraudulent charges are keeping me from working and making any money. I am about to be homeless. Branch Bank ( XXXX XXXX XXXX ) is not being helpful in this fraudulent matter. 

Please help me! 

Thank you in advance. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation