Consumer complaint received 2025-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: STATE EMPLOYEES CREDIT UNION
State: NC

Complaint narrative:
CFPB COMPLAINT MULTIPLE UNRESOLVED NON-DELIVERY / RETURN-TO-SENDER LOSSES AND DISPUTE-HANDLING FAILURES Parties : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX State Employees Credit Union of XXXX XXXX SECU my bank/XXXX  issuer XXXX XXXX 
Period : XXXX XXXX. 
Theme : Items never delivered, misdelivered, or returned-to-sender ( RTS ). Marketplaces promised refunds and then reversed them ; processors closed cases prematurely ; my bank misclassified merchants and declined chargebacks despite providing carrier proof. Provisional credits were reversed. I remain out of the money with zero merchandise.

Laws/policies implicated ( by behavior shown in my documents ) : FTC Act 5 ( unfair/deceptive acts ; false statements; shifting reasons ). 
Mail/Internet/Telephone Order Merchandise Rule, 16 CFR Part 435 ( ship on time or promptly refund ; RTS/non-delivery obligations ). 
North Carolina UDTPA, N.C.G.S. 75-1.1 ( unfair/deceptive practices ; misrepresentations to consumers/regulators ).

Regulation E, 12 CFR 1005 ( bank investigation timelines, provisional credit, adequacy of investigation for debit disputes ). 
XXXX Core Rules Reason Code 13.1 ( Merchandise/Services Not Received ) for RTS/non-delivery/misdelivery. 
Contract/policy breaches : e.g., XXXX Money Back XXXX XXXX XXXX XXXX XXXX XXXX and written refund assurances after RTS ; XXXX XXXX Protection handling obligations.

-- - EVIDENCE SET ( EXHIBITS BY FILENAME ) All document names below are exactly as they were saved in my files and are available for upload with this narrative. 
Carriers/Tracking : Tracking _ XXXX XXXX XXXX XXXX XXXX ) .pdf/ ( XXXX ) ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX to sender ups.pdf, XXXX proof of delivery.pdf, XXXX return to sender Tracking _ XXXX XXXX XXXX, XXXX Tracking XXXX XXXX XXXX XXXX, XXXX Tracking XXXX XXXX XXXX XXXX, delivered in XXXX XXXX XXXX in XXXX ( XXXX ) .XXXX XXXXXXXX in XXXX ( XXXX ) .XXXX, XXXX Claim Detail _ XXXX XXXXXXXX XXXXXXXX XXXXf, etc. 
XXXX tickets/emails : All How Can We Help _ XXXX Support * .XXXX, issue with delivery * XXXX, youre all set/transaction complete/ {$0.00} receipt/refund receipt.pdf, Order status _ XXXX, Balance _ XXXX, email * .XXXX. 
XXXX : XXXX order receipt.XXXX, XXXX claim opened.XXXX, XXXX case XXXX, XXXX claim response.pdf, XXXX XXXX XXXX, XXXX high claim contact XXXX, XXXX high claims final response.pdf, XXXX keeps original outcome.pdf, XXXX out for delivery.pdf, XXXX XXXX, chat transcripts, dated screenshots. 
XXXX XXXX XXXX XXXX XXXX XXXX letters/photos XXXX XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX ( filenames show dates ) ; dispute XXXX XXXX, dispute filing XXXX, XXXX evidence to XXXX, XXXX email evidence.pdf, XXXX dispute evidence.pdf. 
XXXX : XXXX privacy dispute received.pdf, XXXX privacy dispute opened.pdf, XXXX privacy dispute filed.pdf, XXXX privacy card followup.pdf, privacy card closed.pdf, XXXX privacy card denial.pdf. 
XXXX : paypal case opened/mercari contact/denied.pdf for affected transactions. 
XXXX : XXXX return not returnable+tracking.pdf, XXXX XXXX. 
Police reports/photos were noted ( e.g., XXXX ( XXXX ) .png, XXXX police report.pdf ). 
XXXX complaints : XXXX XXXX  for each dispute. 


-- - XXXX {$760.00} ( Pokmon bundle ) ORDER XX/XX/XXXX Core facts : XXXX shows VACANT/RTS ( TN XXXX ). ( Tracking Mercari_ Your XXXX ( XXXX ) ( XXXX ) .pdf, XXXX XXXX XXXX. ) XX/XX/XXXX : XXXX email : The item has arrived at your seller Total Refund amount {$760.00}, with full line items ( XXXX {$680.00}, XXXX {$7.00}, XXXX {$50.00} ). ( refund receipt.pdf ). 
XXXX : Despite the above, XXXX auto-rated and paid the seller ( closed transaction XXXX, XXXX XXXX  ). Separate messages call it still in transit ( XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX .pdf, missing package.pdf ). 
SECU XX/XX/XXXX : XXXX letters demand I identify what carrier you used to send merchandise back, even though Im the buyer ; otherwise, theyll close the file ( photos XXXX ). 
XXXX filed XXXX 
Violations shown : XXXX written promise of refund after XXXX not honored ( XXXX XXXX ; mail rule ). SECUs handling/requests misdirected ; failure to apply XXXX 13.1 with clear RTS proof ( Reg E adequacy issue ). 


-- - XXXX {$770.00} ( Steam Deck ) ORDER XX/XX/XXXX Carrier : XXXX confirms RTS delivered back to sender XX/XX/XXXX ( XXXX return to sender confirmation.pdf ). 
XXXX  messages : XX/XX/XXXX : Refused without authorization funds released to seller. 
XX/XX/XXXX : Refund receipt & seller cancellation, then system auto-rated and issued {$0.00} receipt anyway ( XXXX XXXX XXXX, refund receipt ( 2 ) ( 1 ) ( 1 ) .pdf, 772.64 completed purchase.pdf, 772.64 {$0.00} receipt.pdf ). 
Repeated refused claim even while XXXX shows address issue ; told me to call XXXX  to redeliver ( How Can We Help _ XXXX Support ( 1 ) .pdf ). 
XXXX : XX/XX/XXXX provisional credit letter ( photos XXXX, XXXX ), then XX/XX/XXXX denial : exhausted all chargeback rights ; reverse provisional credit. 
XXXX : XXXX asserts I refused or implied label tampering ; contradicts XXXX. 
Violations : Same pattern : false refused rationale ; XXXX ignored ; refund promised then undone ; unfair/deceptive handling. Bank reverses despite the carrier email. 


-- - XXXX {$720.00} ( Switch 2 ) Paid via XXXX POS Carrier : XXXX shows RTS XX/XX/XXXX ; later, my driver delivered an empty UPS Express envelope with just a label ; XXXX showed the real parcel in another state ( XXXX proof of delivery.pdf, XXXX return to sender XXXX ). 
XXXX : Early messages acknowledge RTS and tell me theyll cancel once the seller receives ; late, auto-completed/ {$0.00} receipt, then claim delivered and told me to call the police. ( XXXX How Can We Help _ XXXX XXXX, XXXX XXXX, XXXX completed purchaseXXXX XXXX purchase complete.pdf. ) XXXX claim detail : shows claim activity related to this package ( XXXX Claim Detail _ XXXX ). 
XXXX : XX/XX/XXXX dispute received, XX/XX/XXXX escalated, XX/XX/XXXX filed with an explicit XX/XX/XXXX merchant-response deadline ( XXXX privacy dispute received/opened/filed.pdf, XXXX privacy card followup.pdf ). 
XX/XX/XXXX Privacy suspended my account and later denied the chargeback before the XX/XX/XXXX deadline ( privacy card closed.pdf, XXXX privacy card denial.pdf ). 
XXXX XX/XX/XXXX letter : Denied ; mislabeled Privacy.com as buy now pay later for debit POS, blocking a XXXX path ( photo XXXX ). 
Violations : XXXX false delivery/RTS reversal ; XXXX premature closure vs. stated network timeline ; SECU misclassification and failure to run a standard MNRS chargeback. 


-- - XXXX {$750.00} ( Switch 2 ) Paid via XXXX XXXX : XXXX shows XXXX ( files XXXX tracking.pdf, XXXX Tracking _ XXXX XXXX XXXX ). 
XXXX : XX/XX/XXXX explicit promise : youll receive a full refund to your original form of payment within 72 hours after tracking confirms delivered back to the seller ( XXXX XXXX, XXXX How Can We Help _ XXXX XXXX ). The system later calls it in transit, then delivered, then auto-completed/ {$0.00} ( XXXX completed sale.pdf, XXXX {$0.00} receipt.pdf ). 
XXXX : Case opened XX/XX/XXXX ; seller replied XX/XX/XXXX ; XXXX closed XX/XX/XXXX without weighing RTS proof ( XXXX XXXX  case opened.XXXX, mercari contact.XXXX, denied.XXXX  ). 
XXXX : XX/XX/XXXX dispute filed. XX/XX/XXXX SECU letter asks for more info ( XXXX ). 
Violations : Written refund promise not honored ; XXXX closed without addressing non-delivery/RTS ; bank not applying 13.1 in the face of RTS. 


-- - XXXX {$430.00} ( XXXX XXXX XXXX ) Paid via XXXX XXXX : XX/XX/XXXX XXXX shows XXXX ( XXXX return to sender Tracking _ XXXX XXXX XXXX, XXXX issue with XXXX  ). 
XXXX & XXXX actions : XX/XX/XXXX : Acknowledge its on the way back ; suggest seller relist ( XXXX XXXX, How Can We Help _ XXXX XXXX ). 
Later that day, the account was limited and blocked from contacting the seller. 
XX/XX/XXXX auto-closed and {$0.00} receipt ( XXXX youre all set.pdf, XXXX {$0.00} receipt.pdf ). 
XX/XX/XXXX : XXXX says I refused, conflicting with UPS XXXX ( XXXX XXXX, How Can We Help _ XXXX XXXX ). 
XX/XX/XXXX & XX/XX/XXXX : XXXX submitted ; transaction final, even though delivery never occurred ( XXXX XXXX, How Can We Help _ XXXX XXXX ). 
XXXX : Denied the dispute and told me to go to my bank. 
SECU XX/XX/XXXX : XXXX says wait 15 days before refile ( XXXX ). 
Violations : Using auto-rating/finality to defeat refunds while the XXXX shows XXXX ; contradictory claims XXXX refusal vs. XXXX XXXX ; XXXX cursory XXXX. 


-- - XXXX {$390.00} ( XXXX XXXX XXXX ) Paid via XXXX XXXX : XX/XX/XXXX Delivery Not Successful, then XXXX, and return delivered by XX/XX/XXXX ( XXXX issue during delivery.pdf, XXXX Tracking _ XXXX XXXX XXXX, XXXX returned to the sender.pdf ). 
XXXX : XX/XX/XXXX : XXXX XXXX {$390.00} posted ( visible in XXXX XXXX _ Mercari.pdf ), then revoked. 
XXXX auto-completed/ {$0.00} ( XXXX purchase complete.pdf, XXXX {$0.00} receipt.pdf ). 
Multiple escalations to Billing & Paymentsno funding. ( How Can We Help _ XXXX XXXX, XXXX ). 
XXXX : Denied. 
XXXX : XX/XX/XXXX dispute ( XXXX dispute.pdf ). XX/XX/XXXX evidence sent ( XXXX evidence sent.pdf ). 
Police report on file ( XXXX police report.pdf ). 
Violations : XXXX was actually posted then reversed ; auto-completion contrary to XXXX ; XXXX to fund the promised refund. 


-- - XXXX {$660.00} ( Switch XXXX ) Card XXXX : XX/XX/XXXX Delivery Not Successful, later XXXX ; temporary loss in transit, then return confirmed ( XXXX Tracking _ XXXX XXXX XXXX, XXXX Tracking _ XXXX XXXX ). 
XXXX : We submitted paperwork to the XXXX will follow up. 
Then : Once the package gets delivered back to the seller, reach back to us. 
Then auto-completed/ {$0.00}, and later account suspended ; can not refund ( How Can We Help _ XXXX XXXX, XXXX purchase completed.pdf, XXXX {$0.00} receipt.pdf ). 
SECU XX/XX/XXXX : Denial letter calls XXXX XXXX ( photo XXXX ). 
XX/XX/XXXX refile & evidence sent ( XXXX dispute evidence.pdf ). 
Violations : Same XXXX XXXX no refund -> auto-close ; bank misclassification blocks XXXX. 


-- - XXXX {$700.00} ( Switch XXXX ) XXXX XXXX : XXXX shows it was delivered in Texas ( XXXX ) not my address ( delivered in texas.pdf, delivered in XXXX ( XXXX ) .pdf, delivered in XXXX ( XXXX ) .pdf ). 
XXXX : Account locked XX/XX/XXXX ; on XX/XX/XXXX they say XXXX confirmed delivered ; then endless wait 30 days responses. 
XX/XX/XXXX XXXX offered to cancel/refund or contact the seller ; I chose cancel/refund. They then auto-rated/completed XX/XX/XXXX and closed. 
Later, XXXX confirmed delivery to the right address, contradicting XXXX 's city/state. Police report filed XX/XX/XXXX ( XXXX ( XXXX ) .png ). 
XX/XX/XXXX, they refused further help because I filed a chargeback. 
XXXX : XX/XX/XXXX dispute filed ( XXXX dispute.pdf ) ; XX/XX/XXXX denial ( XXXX ). 
Violations : XXXX to an entirely different state ; misleading wait 30 days then auto-close ; ignoring police report ; bank denial despite clear wrong-address evidence. 


-- - XXXX {$2200.00} ( XXXX XXXX Switch XXXX bundles ) SELLER kaboindustries XXXX : XX/XX/XXXX for {$2200.00} ( XXXX order receipt.pdf, XXXX XXXX, XXXX out for delivery.pdf ). 
XXXX chronology ( UPS ) : Initially shows delivered XX/XX/XXXX, then returned to sender XX/XX/XXXX due to addressing error ; XXXX email confirms not delivered to me and returned ( Tracking _ XXXX United States ( XXXX ) ( XXXX ) .pdf, ups email ( XXXX ) .pdf, screenshots : XXXX ( XXXX ) XXXX, XXXX ( XXXX ) .jpg ). 
Claims with XXXX : XX/XX/XXXX : XXXX Back XXXX XXXX ID XXXX opened ( XXXX claim opened.pdf ). 
XX/XX/XXXX : XXXX denied and closed : seller provided tracking showing delivered to your address you wont receive a refund ( XXXX case closed.pdf, screenshot XXXX ( XXXX ) .jpg ). 
XX/XX/XXXX : XXXX XXXX XXXX ( XXXX XXXX acknowledged XXXX shows delivered XX/XX/XXXX then returned to sender XXXX, asked if I refused or returned ( XXXX high claim contact XXXX, plus XXXX high claim contact XXXX ). 
XX/XX/XXXX XXXX AM : XXXX denied the appeal : XXXX confirmed the item was refused at XXXX XXXX of delivery seller fulfilled their obligation ( XXXX high claims final response.pdf ). 
Phone support said the denial was because it never showed delivered back to the seller ; later tracking showed a return to an XXXX facility. 
XX/XX/XXXX : XXXX XXXX : decision maintained ; XXXX appeal allowed is exhausted ( XXXX keeps original outcome.pdf ). 
Other evidence : XXXX first contact.pdf, emails XXXX claim response.pdf, chat transcripts XXXX ( XXXX ) .pdf and ( XXXX ) .html, and dated screenshots ( XXXX ( XXXX ) .jpg, XXXX ( XXXX ) .jpg, XXXX ( XXXX ) .jpg ). 
Violations shown : XXXX Money Back Guarantee not honored on Item Not Received ; inconsistent rationales ( delivered vs. buyer refused vs. not returned to seller/eBay facility ) ; reliance on an erroneous delivered scan after UPS documented XXXX ; XXXX to process refund consistent with XXXX CFR XXXX ; deceptive/unfair communications pattern. 


-- - XXXX {$130.00} ( alternator + bulbs ) RETURN DENIED AS EMPTY Facts : I returned defective parts; XXXX later marked the parts non-returnable and claimed the return was an empty box. XXXX XXXX shows XXXX lbs consistent with the items shipped back. ( XXXX return not returnable+tracking.pdf, XXXX XXXX. ) Violations shown : Unfair/deceptive denial contradicting XXXX weight ; failure to honor refunds for defective goods once returned. 


-- - PROCESSOR/BANK HANDLING PATTERN ( XXXX, Privacy.com, SECU ) XXXX : In multiple cases ( e.g., {$750.00}, {$430.00}, {$390.00} ), XXXX opened XXXX case then rapidly closed after a seller 's response without weighing UPS XXXX proof or the marketplaces prior refund promises ; in XXXX matter, my XXXX account access was restricted during the dispute cycle, preventing meaningful remediation. ( See paypal case XXXX XXXX sets. ) That deprived me of the XXXX XXXX remedy their program advertises, pushing me to my bank. 

Privacy.com : For the {$720.00} XXXX XXXX debit, Privacy accepted the dispute, gave the merchant a hard deadline of XX/XX/XXXX, then suspended my account on XX/XX/XXXX and later denied the dispute before that deadline ( privacy card closed.pdf, XXXX privacy card denial.pdf ) a premature closure that defeats the network timeframes they themselves provided in writing ( dispute filed.pdf, followup.pdf ). 

XXXX ( my bank/Visa issuer ) : Boilerplate denials and reversals of provisional credits while misclassifying merchants ( e.g., labeling Mercari/Privacy.com as buy-now-pay-later even for POS debit transactions ). 
Failure to apply XXXX XXXX XXXX ( Merchandise/Services Not Received ) in the face of UPS RTS/misdelivery and explicit refund emails from the marketplaces. 
Inadequate investigation posture e.g., demanding I name the XXXX I used to return the goods in an Item Not Received situation ( I was the buyer, not the shipper ) ; closing with insufficient evidence despite the shipping and marketplace records I provided. 
Lack of transparency : In several files, I requested the merchant evidence SECU relied on ; I received denials/reversals with no documentation. 


-- - CONSISTENT MISCONDUCT & LEGAL/CONTRACT BREACHES BY ENTITY XXXX ( XXXX ) XXXX. False or shifting delivery narratives : delivered, refused, still in transit, or forwarded, even when XXXX shows XXXX, XXXX, Invalid Address, or delivery to another state. 


XXXX. Auto-rating/auto-completion with {$0.00} receipts to finalize sales while non-delivery/RTS is unresolved. 


XXXX. Written refund assurances ( e.g., XXXX refund after XXXX to XXXX ) were later ignored ; in XXXX case, a refund to XXXX XXXX was posted then revoked. 


XXXX. Account restrictions/suspensions timed such that I could not communicate with sellers or receive promised refunds. 


XXXX. To regulators ( XXXX XXXX XXXX statements like delivered with photo proof, even when the tracking file has no photo, and buyer refused where XXXX scans say address error/RTS. 
Violations reflected in my documents : FTC XXXX XXXX ; XXXX CFR Part XXXX ; NC XXXX XXXX ; contractual promises ( Buyer Protection/Worry-Free Shopping and explicit refund-after-RTS emails ) not honored. 



XXXX ( marketplace ) XXXX. Money Back Guarantee : Item Not Received but claim denied/closed relying on an erroneous delivered scan, despite subsequent XXXX and eBays own XXXX acknowledging XXXX XX/XX/XXXX XXXX XXXX. 


XXXX. Inconsistent rationales : delivered buyer refused not returned to seller ( possibly returned to an XXXX facility ). 
Violations reflected : FTC XXXX XXXX ; XXXX CFR Part XXXX ; NC UDTPA ; breach of Money Back Guarantee terms as represented in eBays communications. 



XXXX ( merchant ) XXXX. XXXX called empty despite XXXX FedEx XXXX XXXX 


XXXX Defective goods refund refused after receipt/inspection should have occurred. 
Violations reflected : FTC XXXX XXXX ; NC XXXX ; failure to honor standard return/refund obligations for defective merchandise. 



XXXX ( processor ) XXXX. XXXX XXXX cases closed almost immediately after a seller 's reply ; XXXX proof and marketplace refund promises are not considered. 


XXXX. In XXXX matter, account restrictions coincided with the dispute, undermining resolution. 
XXXX evidenced : removed the platform remedy they advertise, forcing me to pursue my bank. 



Privacy.com ( card/processor ) XXXX. Premature denial : told me the merchant had until XX/XX/XXXX to respond, then suspended my account on XX/XX/XXXX and denied the dispute before that date. 
XXXX evidenced : undermined fair, timely network dispute processing for XXXX Not Received. 



SECU ( XXXX XXXX XXXX XXXX. XXXX XXXX posture : slow/inadequate investigations, reversal of provisional credits, and boilerplate denials without confronting UPS/USPS XXXX XXXX or the marketplaces refund emails. 


XXXX. Misclassification : Mercari/Privacy.com called XXXX, XXXX XXXX XXXX for debit POS purchases. 


XXXX. Failure to provide merchant evidence relied upon in denials. 
Consequences evidenced : I remain out the entire combined dollar amount with no goods, after following every process each entity required. 




-- - SUMMARY OF KEY TRANSACTION GROUPS ( WITH EXHIBITS ) XXXX {$760.00} Pokmon ( XXXX TN XXXX ) XX/XX/XXXX refund email with full breakdown and Total Refund amount {$760.00} later auto-pay to seller/ {$0.00} receipt ; SECU miscues. 
XXXX {$770.00} Steam Deck ( UPS XXXX ) XXXX confirms XXXX delivered to sender XX/XX/XXXX XXXX claims refused and releases funds ; refund receipt issued then overridden. 
XXXX {$720.00} Switch XXXX ( XXXX XXXX ) XXXX ; empty envelope delivered with label while real parcel elsewhere ; Privacy ends dispute before stated deadline ; SECU calls Privacy BNPL. 
XXXX {$750.00} Switch XXXX ( XXXX XXXX/ XXXX XXXX ) Explicit XXXX refund promise after XXXX ; XXXX closes XXXX day after the seller 's reply. 
XXXX {$430.00} XXXX XXXX XXXX XXXX XXXX XXXX/ XXXX XXXX ) XXXX acknowledged XXXX rating final ; account limited ; XXXX denies XXXX XXXX XXXX letter. 
XXXX {$390.00} XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX and return delivered ; XXXX XXXX XXXX XXXX revoked ; auto-completion ; XXXX denies ; police report filed. 
XXXX {$660.00} Switch XXXX ( XXXX XXXX ) Paperwork with XXXX reach out when seller receives XXXX auto-complete/ {$0.00} account suspended ; can not refund ; XXXX calls XXXX. 
XXXX {$700.00} Switch XXXX ( XXXX XXXX ) Delivered in Texas ( wrong state ) ; wait 30 days offer to cancel/refund auto-rated complete ; police report filed ; SECU denial. 
XXXX {$2200.00} XXXX Switch XXXX bundles UPS : delivered XX/XX/XXXX XXXX XX/XX/XXXX ; XXXX acknowledges that sequence ; XXXX denies as delivered, then refused, then not returned to seller/eBay facility ; XXXX appeal allowed, closed. 
XXXX {$130.00} alternator/bulbs XXXX called empty despite XXXX FedEx scan ; XXXX XXXX. 


-- - BOTTOM LINE ( WHAT MY FILES SHOW ) Across XXXX disputes, I followed every rule : contacted merchants, provided tracking, opened marketplace claims, filed with processors and my bank, and submitted regulator complaints. Carriers show XXXX, Vacant, Invalid Address, or misdelivery to another state. Marketplaces often promised refunds in writing and then auto-completed transactions with {$0.00} receipts, paid sellers, or restricted my account. Processors prematurely closed or diverted disputes. XXXX repeatedly misclassified merchants and declined otherwise standard XXXX XXXX chargebacks while reversing provisional credits. The documents and timestamps included here ( emails, tickets, tracking, letters ) reflect inconsistent and contradictory explanations that are unfair and deceptive under the cited laws and violate the very buyer-protection guarantees these platforms advertise. 

All statements above are supported by the attached exhibits named herein.

Company response to consumer: Closed with explanation