Consumer complaint received 2025-01-23 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: Genpact Limited
State: PA

Complaint narrative:
In XXXX, XXXX, ( I do not recall the exact date, I do not have that information available while I file this complaint ), I was conducting a self-audit on my account because I noticed a charge for {$120.00}. I reviewed all the charges I made recently and never authorized the company listed to make this charge to my account. I called my bank and placed a dispute on this charge. While I was on hold waiting to make the chargeback, I continued to review my account and found another charge for {$120.00} in XXXX and another for {$120.00} in XXXX. I filed a dispute for all of these charges. On XX/XX/XXXX, the charge bank company who handled my chargeback, Genpact, sent me a letter that looked like it came from my bank, approving XXXX of the chargebacks and denying the one for XX/XX/XXXX in the amount of {$120.00}. I received this letter on the XXXX day of XX/XX/XXXX. Before I called the chargeback company back to dispute this finding, I did some research into the charges to see what company it was and what product/service I purchased from them that justified the charge. The company that made the charge was XXXX XXXX XXXX. When I called, they would not give me much information about the account because I could not verify the account. I was unable to verify the account because I did not open the account. I made about XXXX calls over 4 days in which different agents from the company gave me little bits of information about the account and it was found that the the charge was for the auto warranty of a XXXX XXXX XXXX XXXX. I did not own a truck like that. I only had a XXXX XXXX XXXX  in which the warranty I had was still factory since I bought it new off the lot. On the XXXX of XXXX, I called the chargeback company, Genpact, and informed them of what I found and that I disagreed with this denial on my chargeback dispute. They told me that since I never dealt with this company, I would have to send in a signed statement as to why I disputed the charges and informing them that I never agreed to an account or services with the company. I did so the same day and the agent informed me that she resubmitted the dispute with the faxed in statement and that it should only take XXXX to XXXX business days for them to make a decision and respond back to me. On XX/XX/XXXX I called them back because I have not heard anything. When I called back the representative informed me that there was no dispute reopened on this case. So after at least XXXX phone calls to them, and being disconnected for no reason on all of them, I asked for a supervisor. When I did this, the supervisor apologized to me and informed me that they sent the case to be reopened and they should make a decision in XXXX to 5 days. It is now the XXXX of XXXX, XXXX, and I have not heard anything back from them. I called them today, 8 times. The first 7 times I was disconnected, all but XXXX of the disconnects were for no reason, the XXXX disconnect was because I got made and started using inappropriate language. When I got on the phone the XXXX time, I finally got the agent to transfer me to a supervisor. Before the agent transferred me to a supervisor, I confirmed with the agent that they reopened the chargeback again while was on the phone, and she confirmed she did reopen the case, before transferring me to the supervisor. When the supervisor got on, I went through the whole case with him. His name was XXXX. We started from when the dispute was filed. We went over all the correspondence and the progress of the case. The first question I asked him, was whether or not the last agent who transferred me to him, reopened the dispute. XXXX confirmed that she did. We then went through the case. The conversation with XXXX lasted approximately XXXX minutes. During this conversation, XXXX said that the dispute was reopened and on XX/XX/XXXX, denied the case again, this time stating that even though the information was submitted properly, the time had lapsed in which they had to complete the claim and because of this time-lapse, it was denied. The agent on XX/XX/XXXX, and then again on XX/XX/XXXX, informed me of the same thing, that the time period had lapsed and there was nothing they could do. I informed both of those agents, that when I initially filed the chargeback, they informed me that I had 120 days to file a chargeback, which I did prior to that timeline, and that nowhere did it give me a timeline to dispute the determination or have the opportunity to submit more information to them to dispute their findings. The only timeline I was given was that I had 120 days to file the dispute. The agents on XX/XX/XXXX and XX/XX/XXXX confirmed that they did not understand why the claim was closed because I filed within the timelines provided. The agent on XX/XX/XXXX informed me that in order to reopen the dispute on XX/XX/XXXX, I needed to fax a signed statement to them, informing them of why I wanted the outcome was incorrect and to include in my statement to them, concerning my findings when I contacted them. I did this and on XX/XX/XXXX, they denied the claim again telling me it was out of the timeline. The company never notified me of this determination. XXXX confirmed today that there was no letter sent out on XX/XX/XXXX. I asked why and he said they do not send out letters. I informed him that this was the first time I had heard of any determination on XX/XX/XXXX and that it was never mentioned on XX/XX/XXXX, when I called back in and they claimed they opened the dispute again. I informed XXXX that the time delay was on their end, not on mine, and that I responded to everything they sent me. He then said that the claim was denied because they determined that the information submitted by the company provided proof that the company dealt with me. I asked him why I never got a copy of this information, even after I asked on XX/XX/XXXX, and he could not give me an answer. He kept going back and forth as to why the claim was denied. XXXX minute it was because of the time lapse the next it was because of the information provided. I asked why I never received a determination from the XX/XX/XXXX investigation and he had no reason why they never sent me the dispute determination, he just confirmed that they never sent XXXX. Durring our conversation, XXXX lied on a number of occasions trying to end the conversation. First he lied about the claim being reopened. First the agent before him did open it, then she didnt, then she did, then he would, then he did, then he could. That went back and forth for about XXXX minutes before he finally admitted that he did not open the dispute, that the last agent I spoke to before him, that transferred me to him ( he is a supervisor ). He then said he could reopen it again. I asked if he got a decision from the last one that was opened XXXX minutes before and he said, no, it takes XXXX to 5 days. I asked if it was normal practice to reopen a dispute XXXX minutes after someone else reopened the same dispute and he said there was no need. So I asked why he offered to do it again if it was already done. He said it was just in case. I asked if it was possible to open a second dispute at the same time and he ignored the question and a few moments later told me that he reopened it. I then asked again if it was possible to have XXXX opened dispute on the same disputed case. He ignored me. I asked why no one has been in contact with me, even after asking for a XXXX call back 2 months ago and he had no answer. 

So the bottom line is, this dispute should have been found in my favor. The company refused to give me the information on an account they charged me for, telling me I was not authorized on the account, but it was my account. The information the company sent to Genpact does not match up with my digital signature and I have never owned a vehicle they claim they gave me a warranty on. The chargeback company have no valid proof it was me that charged it and they refuse to furnish me with the proof they were given by XXXX XXXX XXXX. The chargeback company is refusing to accept that they dropped the ball by not informing me of timeline limits I had to abide by and telling me that I was out of time, when I clearly filed with in the 120 day limit I needed to file within. Then the company spent XXXX hours on the phone lying to me and making up stories as to why they are not responsible for dropping the ball on the chargeback, when I had nothing I could do and they were the company that had to make all the proper filings of the complaint. They are giving me no option to get money back that I never authorized unless I file suit against them which will cost me over {$3000.00} to get back {$120.00}. This company that is handling the chargeback is not doing things properly, lying to customers, not properly informing them of their rights and then telling them they have no right, and cutting corners, hoping the customers like me will just give up and not bother to try to collect. I do not have $ XXXX to fight them. Also, XXXX, refused to furnish the company 's legal name and address until I read him a federal statue to compel him to provide them to me so I could pursue further civil action against their company.

Company response to consumer: Closed with explanation