Consumer complaint received 2025-06-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FourLeaf Federal Credit Union
State: NY

Complaint narrative:
On XX/XX/year> my fianc and I were booking our honeymoon and were scammed in the amount of {$2100.00} by a third party travel agency. When we received a confirmation email from the third party travel agency, the email only contained the itinerary and did not contain the booking number or confirmation number. We called XXXXXXXX XXXX XXXX which we thought we booked through originally, and they informed us if a third party travel agency does not provide us with a booking number then the booking is illegitimate. We called FourLeaf Federal Credit Union, who advised us to file a police report, which we did, as well as an FBI report and an FTC report. FourLeaf federal credit union told us they would contact us if they needed any additional information. They provided us with a provisional credit, and never contacted us after until 3 months later when they sent us a letter saying they are denying our dispute because the merchant did not violate XXXX XXXX rules or regulations. About one week after we had received a provisional credit from FourLeaf federal credit union, we booked the exact cruise through XXXX XXXX XXXX, including the stateroom we had originally booked through the merchant. Which means that we never had a booking with the original merchant in the first place. We paid for a service that we have never received. The merchant is not responding to our phone calls, FourLeaf federal credit union advised us to contact the merchant directly for a refund, though our local police advised us not to contact the merchant, due to the likelihood of it being a scam and could potentially jeopardize our safety. FourLeaf did not deny this charge, they did not flag it as fraudulent, even though the charge was listed in transactions as XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX which is the address to a XXXX in Iowa, and I live in New York. FourLeaf federal credit union has told me they refuse to help me, even though I never received a service I paid for, and this is a legitimate chargeback. This payment was done via debit card, not by XXXX or any third party payment app. FourLeaf federal credit union did not attempt to contact the merchant, they did not allow me to submit documentation of the police report that we filed on XX/XX/year>. They also did not allow me to submit any proof that we have the exact same stateroom number booked through XXXXXXXX XXXX XXXX that the merchant originally emailed us that we had booked through them. XXXXXXXX XXXX XXXX confirmed with us that the booking we had with the merchant was illegitimate. FourLeaf federal credit union refuses to honor this chargeback, even though our local police department and XXXXXXXX XXXX XXXX have verified that our booking with the merchant was fraudulent. FourLeaf federal credit union told me that because the merchant sent me the itinerary of the cruise, they could not verify the booking was illegitimate. Even though the itinerary is public information, available on XXXXXXXX XXXX XXXX  website. XXXXXXXX XXXX XXXX told us that if we were not provided a booking number then the booking does not exist. We were never given a booking number by the merchant. When I explained this to FourLeaf federal credit union they told me that they could not help me any further.

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