Consumer complaint received 2024-11-21 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem when making payments — 
Company: Credit Fresh Holdings Inc
State: FL

Complaint narrative:
In XXXX, 2024, an unauthorized device accessed my XXXX XXXX  checking account, and I notified the bank. XXXX XXXX  investigated the incident and flagged multiple transactions for potentially fraudulent activity. Among the transactions the bank flagged for fraud were three payments to my CreditFresh  line of credit, in the amounts of {$500.00}, {$510.00}, and {$700.00}. On XX/XX/year>, XXXX XXXX  initiated chargebacks on the transactions without my knowledge. These were legitimate payments that I had made to my line of credit, so upon learning of the chargebacks I contacted XXXX XXXX  's claims department to reverse the chargebacks and return the funds to CreditFresh. I called and emailed CreditFresh, keeping them informed of the situation as I did not want to incur any penalties on my credit line. They assured me that once the chargebacks were reversed, all would be well. 

At the time, my outstanding principal balance with CreditFresh was {$1100.00}, with an available credit amount of {$1000.00}. I made two additional payments to CreditFresh in the amounts of {$380.00} on XX/XX/year>, and {$96.00} on XX/XX/year>. On the day of my last payment, XX/XX/XXXX, I was notified that my CreditFresh account was in default for a balance of {$2400.00} and that payment was due immediately. 

I contacted CreditFresh to see why my account had been defaulted, and was told that no payments had been received and the chargebacks from XXXX XXXX  had not been reversed. I contacted XXXX XXXX, and was told that the chargebacks had indeed been reversed, that all investigation into those transactions had been closed as requested, and my other payments had been processed and sent to CreditFresh. XXXX XXXX  provided ARNs that I sent to CreditFresh so they could verify these payments. 

CreditFresh continued to deny that payment had been received, and insisted that I owed a balance of {$2400.00}. They ignored the ARNs I sent them and did not give any indication that they had tried to verify the transactions. They told me that XXXX XXXX  had taken the money back, and that I needed to pay them immediately. I went back to the bank and was told the same as before, that all three chargebacks were reversed and sent to CreditFresh, and my other payments had been made successfully. The bank told me that this information was readily apparent from my bank statements, but called the XXXX claims department again anyway to reconfirm. 

I contacted CreditFresh again to see if they could use the ARNs to verify receipt of the payments, but they ignored this suggestion and demanded payment in full. I checked my account on the CreditFresh website, and none of the payments were listed in my account activity. In several phone calls and emails that followed, I asked them to provide the payment history for my account, and a validation of debt document. I have asked for these documents multiple times since XXXX, and have yet to receive anything. I continued contacting the company, suggesting on multiple occasions that they should speak to XXXX XXXX  to see what happened. They were not interested, and demanded that I repay the full balance immediately. I told them that I would be happy to facilitate a phone conversation between CreditFresh, myself, and XXXX XXXX  so that we could get to the bottom of this, but CreditFresh refused. 

On XX/XX/year>, I reported this to the XXXX XXXX XXXX in hopes that they could help me resolve the issue with CreditFresh. I supplied my written account and provided all relevant documents from XXXX XXXX  and my CreditFresh account, along with copies of my email correspondence with CreditFresh. I received a reply from CreditFresh through the BBB, who changed their story to claim that the initial chargebacks were in fact reversed, but a second round of chargebacks was initiated by XXXX XXXX  in XXXX and the funds were all returned to my checking account. They sent " receipts '' for these alleged chargebacks to my email. This claim was not supported by my bank statements, as no such transactions existed, but I asked XXXX XXXX  to look into it anyway. I was informed by XXXX XXXX  's claims department that no second round of chargebacks was ever initiated, and that the three chargebacks from XX/XX/year> had long since been returned to CreditFresh. I visited my local branch office to show a banker the " receipts '' sent by CreditFresh, and was told that no such transactions had ever occurred and these " receipts '' were invalid. I asked the the banker what other evidence I could provide to CreditFresh that these payments were sent, and was told that I had already given them more than they should need. I reported all this to the XXXX, to which CreditFresh did not provide any meaningful response ; they simply replied " refer to our previous email. '' I have done everything I can think of to resolve this situation amicably, but CreditFresh still refuses to speak with XXXX XXXX  or entertain the notion of verifying the ARNs I provided them. They continue to report a defaulted account which they threaten will be sent to collections ; this is both false and damaging to my credit profile. Despite my efforts, CreditFresh does not seem interested in working with me to rectify the situation. According to XXXX XXXX, all transactions in question have been paid to CreditFresh, yet they still insist that I must pay them again.

Company response to consumer: Closed with explanation