Consumer complaint received 2025-12-23 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>, I purchased business supplies from XXXX. The items delivered on XX/XX/year> were incorrect and did not match my order. I attempted to resolve the issue directly with the merchant, as required by FourLeaf Federal Credit Union, and submitted extensive documentation, including order confirmation, photos of incorrect items, and written communication with the vendor. 

I filed a dispute with FourLeaf in good faith. Despite clearly explaining multiple times that this was a merchandise dispute, FourLeaf incorrectly processed and denied my claim as an unauthorized transaction, applying an improper timeframe. 

This distinction was communicated repeatedly to XXXX XXXX ( XXXX XXXX ) and other staff members. However, the dispute continued to be processed under the incorrect category. 

Dispute details : Dispute Number : XXXX Date Submitted : XX/XX/year> Date Denied : XX/XX/year> Initially denied by XXXX Reviewed and re-denied by XXXX Denial Reason Provided by FourLeaf : Per our business member account agreement, the account owner must promptly notify the XXXXedit union of any unauthorized transaction discovery. Transaction older than XXXX days from dispute date. 

This denial language confirms that FourLeaf evaluated my merchandise dispute as an unauthorized transaction, rather than under the correct merchandise dispute standards. 

On XX/XX/year>, I made a formal complaint to XXXX XXXX XXXX XXXX, who informed me that the XXXX timeframe was a federal law '' so she couldn't do anything to help me. I later learned that this timeframe is actually an internal policy governing FourLeafs relationship with XXXX, not a consumer-facing federal filing deadline. 

On XX/XX/year>, after speaking with FourLeafs fraud department, I was informed that none of my supporting documentation had been attached to or reviewed as part of my claim, despite having been submitted. This indicates that XXXX and XXXX, who denied and re-denied the claim, could not have reviewed my evidence prior to denial. 

Additionally, XXXX, a representative in the fraud department, advised me to sell the products to get my money back, which is inappropriate guidance and reflects a failure to properly investigate or resolve the dispute. 

When I requested written documentation of the policy used to deny my claim, Branch XXXX XXXX XXXX declined to provide it and deferred the request to XXXX XXXX, rather than providing the documentation directly. 

When I escalated my concerns, XXXX XXXX sought approval from XXXX XXXX, the same individual involved in the original dispute handling, resulting in no independent or impartial review. 

Despite these issues, I made good-faith efforts to resolve this matter directly at the XXXX level. I contacted the Chief XXXX XXXX of FourLeaf Federal Credit Union via email and certified mail outlining the same concerns described above. As of the date of this complaint, I have not received any response or contact from FourLeaf Federal Credit Union regarding this matter.

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