Consumer complaint received 2025-01-20 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: Continental Finance Company, LLC
State: NY

Complaint narrative:
This formal complaint against XXXX credit card, issued by XXXX XXXX XXXX XXXX addresses unauthorized charges, mishandling of dispute claims, and additional issues related to payment processing and late fees, all of which appear to violate several federal consumer protection laws. 

Incident Background On XX/XX/XXXX, I was involved in an XXXX accident resulting in injuries, including a significant concussion, and the loss of my wallet containing various cards and identification. Despite my condition, I promptly notified all relevant financial institutions, including XXXX customer service, about the loss of my cards. 

Unauthorized Charges XXXX unauthorized transactions occurred on my XXXX  credit card : ( XXXX ) XXXX Below : {$32.00} on XX/XX/XXXX ( XXXX ) XXXX : {$50.00} on XX/XX/XXXX ( XXXX ) XXXX XXXX XXXX : {$12.00} on XX/XX/XXXX Total unauthorized charges : {$110.00} Dispute Process and Violations Initial Claim Denial On XX/XX/XXXX, XXXX issued an adverse decision denying my dispute claim, stating : " these charges were authorized and the merchant completed the service requested so we are unable to pursue recovery on your behalf. '' This denial notice only addressed XXXX of the XXXX unauthorized charges, omitting the XXXX XXXX XXXX XXXX. 

This denial appears to violate the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666, which requires creditors to acknowledge billing error notices within 30 days and resolve disputes within 90 days. The incomplete response also contravenes the FCBA 's requirement for a clear explanation of investigation results. 

Appeal and Second Denial I submitted a detailed appeal on XX/XX/XXXX, requesting evidence used in the denial and a comprehensive review of the investigation. On XX/XX/XXXX, XXXX again denied my claim using identical language and once more failed to address the XXXX XXXX XXXX charge. 

This repeated omission and lack of a thorough explanation violate the XXXX 's mandate for creditors to conduct reasonable investigations and provide clear, written explanations of their findings. 

Violation of XXXX Liability Policy XXXX XXXX actions appear to contradict the XXXX XXXX XXXX policy, which typically protects cardholders from liability for unauthorized transactions. The Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., limits consumer liability for unauthorized electronic fund transfers, with even stronger protections for credit card transactions. 

Failure to Provide Requested Information Despite multiple requests, XXXX has failed to provide : ( XXXX ) Copies of evidence used to deny the dispute claim ( XXXX ) A comprehensive explanation of the investigation and denial rationale ( XXXX ) A copy of the XXXX XXXX Liability policy ( XXXX ) Information on additional attempted transactions after the card was reported lost This lack of transparency violates the FCBA 's requirement for creditors to provide copies of documentary evidence upon request. 

Additional Concerns Website Issues and Payment Processing Problems I have experienced significant difficulties with the XXXX website, particularly concerning automatic payments and manual payment attempts. These issues directly relate to the improper late fee charged to my account and raise concerns about XXXX 's compliance with electronic fund transfer regulations. 

( XXXX ) Automatic Payment Setup : Despite having set up automatic payments through the XXXX website, the system failed to process my scheduled payment. This malfunction led to an unwarranted late fee, suggesting potential violations of the Electronic Fund Transfer Act 's provisions on preauthorized transfers ( 15 XXXX. XXXX ). 
( XXXX ) Manual Payment Attempt : On XX/XX/XXXX, I initiated a manual payment of {$100.00} through the XXXX website using my mobile device. However, this payment was not processed, despite my receiving a confirmation on the website. This discrepancy raises concerns about the reliability of XXXX 's payment processing system and potential violations of the EFTA 's error resolution procedures ( 15 U.S.C. 1693f ). 
( XXXX ) Website Functionality : The recurring issues with both automatic and manual payments through the XXXX website suggest systemic problems that may violate the EFTA 's requirement for financial institutions to maintain procedures to ensure the reliability of electronic fund transfers ( 15 U.S.C. 1693b ). 

Improper Late Fee On XX/XX/XXXX, despite my attempts to make timely payments, I was charged a {$30.00} late fee. This fee is problematic for several reasons : ( XXXX ) Excessive Amount : The {$30.00} fee exceeds the {$8.00} limit established by the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX, violating the Credit Card Penalty Fees Final Rule. 
( XXXX ) Failure of Automatic Payment : The late fee resulted from XXXX 's failure to process my scheduled automatic payment, not from any oversight on my part. 
( XXXX ) Unprocessed Manual Payment : My attempt to make a manual payment on XX/XX/XXXX, which could have mitigated or prevented the late fee, was not processed despite website confirmation. 

When I called to complain about this fee on XX/XX/XXXX, I was informed that the fee would not be waived and that my {$100.00} payment from XX/XX/XXXX was not processed. 

These issues collectively suggest violations of : ( XXXX ) The Electronic Fund Transfer Act 's provisions on error resolution and liability ( 15 U.S.C. 1693f and 1693g ) ( 2 ) The CFPB 's regulations on credit card late fees ( 3 ) The Fair Credit Billing Act 's requirements for proper crediting of payments ( 15 U.S.C. 1666c ) XXXX XXXX actions in this matter appear to violate the Fair Credit Billing Act, the Electronic Fund Transfer Act, and the Consumer Financial Protection Bureau 's regulations. The ongoing issues with payment processing and website functionality further compound these violations. I request a prompt and thorough response addressing these concerns and immediate corrective action in accordance with all applicable laws and regulations.

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