Consumer complaint received 2025-07-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: FourLeaf Federal Credit Union
State: NY

Complaint narrative:
XXXX'I placed an order on XXXX XXXX for a XXXX XXXX XXXX from XXXX which cost me XXXX. After placing the order, I received an email confirming that my package was on the way, along with a USPS tracking number. The email stated that my order would be delivered within 1 to 3 business days.\n\nAfter three business days passed, I still hadnt received the item. The USPS tracking page showed no progress, only that a shipping label had been created and the package was awaiting carrier pickup.\n\nOn XXXX XXXX, I sent an email to XXXX  and also messaged their support team on XXXX, asking whether my order had actually been handed over to USPS. I explained that the promised delivery window had passed and the tracking information had not changed.\n\nSince I didnt receive a response to either message, I decided to call XXXX  customer service later that same day. They told me that the order had been fulfilled by one of their stores and provided the stores contact information. I called the store, gave them my name and tracking number, and was told the package had already been sent through USPS. Based on that, I decided to wait a little longer.\n\nOn XXXX XXXX I called the same store again for an update on my order since it still hadnt arrived. This time, they told me something completely different. They claimed they never had my order at all. When I asked them to help me figure out what was going on, they suddenly hung up on me. \n\nI felt disrespected and misled because customer service had told me one thing, and now the store was saying something entirely different. All I wanted was the product I paid for and was supposed to receive days ago. Later that day, I sent a formal email to XXXX  asking them to cancel my order and issue a refund to the debit card I used for the purchase.\n\nThat same day, I filed a dispute with my credit union, Fourleaf FCU (fourleaffcu.com), previously known as XXXX XXXX At that point, I no longer trusted XXXX  to handle the situation properly. I explained the situation to my credit union, provided all the necessary information including my order number and tracking details, and they confirmed a claim had been filed and would be investigated further.\n\nOn XXXX XXXX I finally received a reply from XXXX  on XXXX. They told me the order was currently shipping out from a store and that the delay was due to it not yet being picked up by USPS. They said the tracking would update once USPS received the package. Since the item had not yet shipped, I responded and told them I no longer wanted the item due to how delayed everything was and that I wanted a refund issued back to my card which was well within my rights.\n\XXXX  replied saying they would contact their fulfillment team to locate the package and let them know I was requesting a refund. I made it clear once again that I didnt want the item and had already filed a dispute with my credit union. I told them I expected a full refund because the order was never handed over to USPS.\n\XXXX  then responded saying that since I filed a chargeback, they could no longer assist me. I replied by letting them know I had submitted everything to my credit union and that they should not ship anything to me because I would not accept it.\n\nOn XXXX XXXX I finally received a response from XXXX  regarding the email I sent on XXXX XXXX They claimed the order was considered lost in transit and said they submitted a refund request which would be processed within 7 to 10 business days if approved. As of XXXX XXXX no refund has been issued to my card. At that point I wasnt too concerned because my credit union had already filed a dispute on my behalf.\n\nOn XXXX XXXX  I got another delayed response from XXXX, this time replying to my formal refund request from XXXX XXXX The message was vague and unhelpful. It only apologized for the delayed response and told me to reach out again if I needed more help. Since then Ive been waiting for my credit union to complete their investigation. They issued a provisional credit and told me the process could take time. Ive cooperated fully by submitting screenshots of my communication with XXXX  and responding to every request quickly so the issue could be resolved as soon as possible.\n\nOn XXXX XXXX, nearly a month later, I found a package left on my front porch. I checked the label and realized it was the XXXX XXXX I had ordered from XXXX. I was extremely frustrated because I had clearly told them not to ship the item after I canceled the order and filed the dispute. Even worse the package was not delivered to my house but to my neighbors house. My neighbor was kind enough to bring it to my door. The package was left without a signature which is completely irresponsible for an item worth over XXXX XXXX XXXX If my neighbor had not been the honest type I would never have received it and XXXX  might have blamed me for it being lost.\n\nOn XXXX XXXX I updated my credit union. They told me to request a return label from XXXX  and to send the item back then provide the return tracking number or return receipt. They said if I didnt return it my claim would be canceled. I went on XXXX  return page and entered my order information but was told that the item could not be returned because it was past the 30-day return window even though the package had just arrived on XXXX XXXXn\nI then messaged XXXX  support on XXXX asking for a return label. They said they would send one but when I asked how long it would take they said 7 to 10 business days and only if approved. \n\nOn XXXX XXXX XXXX emailed me saying that because my chargeback had already been approved by my bank, they would not be issuing a return label or accepting any further action on this order. This refusal to provide a return shipping label has made it impossible for me to return the item as required, despite my repeated attempts to comply\n\nThis whole situation has been long and incredibly frustrating. I do not deserve this treatment, especially since I acted responsibly as a consumer. This was my first and likely last purchase from XXXX, and the experience has been deeply disappointing. All I want is for them to make this right and refund me. \n\nTo make matters worse, Fourleaf FCU denied my claim, stating that XXXX  did not violate any XXXX rules. I never wanted to keep the item because I canceled the order well before it was shipped. XXXX  failed to honor the promised delivery timeframe of 1 to 3 business days, and despite my clear cancellation and dispute, they shipped the item anyway. \n\nMy sole objective throughout has been to obtain a refund for an order I canceled, not to keep the product. XXXX  refusal to cooperate, provide a return label, and issue a refund is unfair and unacceptable.'

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