Consumer complaint received 2025-08-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FinCo Services Inc DBA Current
State: NY

Complaint narrative:
I am requesting reconsideration of your decision regarding my dispute for an XXXX purchase dated XX/XX/year>. The dispute ID is XXXX. The decision to side with the merchant does not reflect the clear evidence that my order was incomplete. The purchase was for a three-piece Agent XXXX XXXX XXXX set ( bra, suspender, and tie brief ). I received only the tie brief, while the bra and suspender were missing. USPS tracking confirms delivery on XX/XX/year>, but the contents were incomplete. I reported this to XXXX on XX/XX/XXXX with photos and proof. On XX/XX/XXXX, XXXX denied the return and refund request. After providing Current Bank with a PDF file to stake my claim for the dispute, they ultimately denied it in favor of the merchant. Current Bank justified the denial by stating, " A review of our findings revealed that the merchant provided sufficient evidence on XX/XX/year>. The documentation states that the merchandise contained all the requested items when the order was shipped to you. Upon receiving this complaint, Current reviewed your records and confirmed that our findings are correct and the disputed transaction is valid for the reason specified above. '' I submitted an appeal later on XX/XX/year>. I provided new and relevant information to help further stake my claim, which was an email from XXXX that was sent to me on XX/XX/year>. The email was new written confirmation from XXXX about the order not being fulfilled as described. As you can read, the seller has admitted to shipping only one piece of the three-piece lingerie set I purchased and confirmed that the bra and suspender were never sent. This directly contradicts the earlier information on which my claim was denied. Despite receiving this new information, Current Bank denied my dispute again for the reason that I did not provide new and relevant information. This is incorrect. In my appeal, I submitted a new email from XXXX dated XX/XX/year>, which did not exist at the time of my original dispute. This email is the result of a Better Business Bureau investigation and contains materially different and highly relevant information. In this correspondence, XXXX explicitly confirms that I did not receive the complete three-piece lingerie set I ordered. They state that only the tie brief was shipped, while the matching bra and suspender were mistakenly left out of the package. The investigation further revealed that the missing items were in stock at the time of shipment but were not sent due to an error in the sellers packing process. This is direct proof that my order was not fulfilled as described and is new information that was unavailable when I originally filed my dispute. 
Additionally, XXXX clearly states that they can not issue a refund directly due to the ongoing bank dispute but will gladly provide any necessary documentation to confirm that the order was not fulfilled as described. This new evidence is both relevant, as it directly supports my claim, and new, as it was only obtained after the original dispute was filed. 
Given these facts, I demand that you reverse your decision and proceed with the chargeback immediately in compliance with federal consumer protection law and your obligations under card network dispute procedures. Failure to do so, despite having received direct confirmation from the merchant, could constitute a violation of my rights under these regulations. I expect a prompt review and written confirmation that this matter will be resolved accordingly.

Company response to consumer: Closed with explanation