Consumer complaint received 2026-01-14 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 submitting this statement to consolidate my original complaint and all subsequent developments into a single, complete record. My dispute has consistently concerned the failure to refund returned merchandise that was damaged and incorrect, and the banks reliance on inaccurate merchant information to deny my dispute. I placed an order with XXXX XXXX and paid using my Current account. Several items arrived damaged or incorrect. XXXX XXXX return policy states that when merchandise is received damaged or incorrect, the customer is entitled to a refund to the original payment method. I returned the entire order, and return tracking confirms that the merchant received it. 
Instead of issuing a refund to my original payment method, XXXX XXXX issued XXXX eGift cards. I did not use gift cards to pay for this order and did not accept store credit as a replacement for the refund owed. I never redeemed either gift card. Current denied my dispute under XXXX XXXXXXXX based on merchant-submitted documentation claiming that I redeemed {$45.00} from XXXX of the issued gift cards. That claim was false. After receiving the denial, I contacted XXXX XXXX directly. XXXX XXXX confirmed to me in writing and by phone that the {$45.00} redemption was not completed by me and was instead associated with another customers order due to a system error that incorrectly attached another customers activity to my account. XXXX XXXX also confirmed that one of the issued eGift cards now shows as invalid and unusable, and that I received no refund, benefit, or value for my returned merchandise. 
Despite this correction from the merchant itself, Current refused to reconsider my dispute and improperly characterized my rebuttal evidence as a new issue, directing me back to the merchant. This was incorrect. I did not raise a new dispute, I provided evidence directly refuting the factual basis for Currents denial. My dispute has always been that I did not receive a refund to my original payment method for returned, damaged, and incorrect merchandise. Following Currents instruction, I continued working with XXXX XXXX. XXXX XXXX escalation team then confirmed in writing that, as a courtesy, they would issue a full refund to my original form of payment. They advised that this refund would be completed no later than XXXX business days. As of today, no refund has been posted. The funds were supposed to be received by XX/XX/XXXX the latest. This confirms that I have not received any refund, benefit, or value for my return, and that Currents denial remains based on incorrect information. The merchant has acknowledged the error in the gift card activity, acknowledged that I did not redeem the cards, and promised a refund that has not been delivered. I am requesting that Current reconsider my dispute using the corrected merchant admissions and the fact that no refund has been issued despite a written promise to do so. This matter remains a failure to refund returned, damaged, and incorrect merchandise to the original payment method. I am seeking the refund owed to me.

Company response to consumer: Closed with explanation