Consumer complaint received 2019-05-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BOEING EMPLOYEES' CREDIT UNION
State: FL

Complaint narrative:
XX/XX/XXXX, my wife and myself agreed to acquired a XXXX XXXX from XXXX XXXX XXXX ( XX/XX/XXXX ) in XXXX. I used my BECU Mastercard debit card to pay {$12000.00} USD. After two [ XXXX ] XXXX failed sessions and without using sophisticated medical treatments, we lost confidence on XX/XX/XXXX services and we asked for a refund [ XXXX ], which one of the coordinators told us that we used most of the funds already. This false statement made us consider to file a chargeback with my Credit Union [ BECU ]. 

A few days later, I received an email from XX/XX/XXXX stating that our refund will be completed within 60 days. By XX/XX/XXXX, I decided to file a chargeback under the claim of medical service not rendered. BECU accepted it and issued a provisional credit while the chargeback will be resolved. 

XX/XX/XXXX, I was contacted multiple times by XX/XX/XXXX officials, who informed me that my refund was ready. I contacted BECU more than once to ask them, what I should do? Every time I was told to ignore their requests because they had enough information to refund the money to my debit card. Seriously, I call them more than once, and the same answer was given to me each time. 

I must say that I totally ignored what was the process of chargeback. However, BECU decided to start the chargeback after XXXX ( which I learned that on XX/XX/XXXX ). According to BECU, they wanted to allow 60 days for XX/XX/XXXX to complete the refund. Eventually, this concealed information [ during XXXX ] became detrimental to me. 
Due to the fact, that I was able to physically obtain my refund before BECU filed the dispute and the outcome will be XX/XX/XXXX % favorable for all the parties involved. 

During the first week of XXXX, I contacted BECU to ask them if the provisional credit was already removed. BECU responded that actually, the chargeback was recently filed that it will take about 60 days to be completed. I told them but 60 days already went by. Precisely then, I learned that chargeback was not filled when I requested it back on XX/XX/XXXX but in XX/XX/XXXX. In fact, I was told no to worry, that I had a winnable case. 

Sometime in XXXX, BECU notified me that we lost the chargeback but it was strongly recommendable to file for a second one. Again, I had a solid case that this time the chargeback should be resolved in my favor. 

XX/XX/XXXX, I received a voicemail from BECU asking me to call them right away, which I was not able to do so. So, I call BECU the next day [ XX/XX/XXXX ] that was when I was notified that BECU turned the disputed chargeback to Mastercard, again that I shouldn't worry about it, this [ third ] time things will settle favorably to me. Emphatically, this third round started on the XXXX without my explicit consent. 

During the conversation, I expressed some concerns regarding the whole process and the past intentions of XX/XX/XXXX to refund my money, which I was not able to take advantage then. I was told that BECU collectively decided to continue this third time. In fact, they committed resources about it due to their confidence in this matter. 

XX/XX/XXXX, I received an email from BECU stating that the merchant [ XX/XX/XXXX ] won the chargeback, that they had a stronger argument than mine. Also, that BECU will not pursue this issue any further. They provided me with a standardized letter with some generic options to collect from the merchant, which most of the options are not applicable to XXXX. 

Somehow, I managed to contact XX/XX/XXXX and notified that they won the chargeback and I still should receive my refund. They said that they need to do some research because they don't have no notifications about the concluded chargeback closed on their favor. 

According XX/XX/XXXX, the chargeback issue is completely managed by their bank and they are not aware of the process or outcomes. Nonetheless, I forwarded the letter BECU sent me to notify me about the conclusion of the chargeback. Eventually, their bank rejected my letter issued by BECU for not including the pertaining information about the conclusion of the chargeback. 

Explicitly, they asked for reasonable requirements in a new letter that could be issued to me or the bank. Ideally, the letter to be written in XXXX since the transaction took place in XXXX, to be signed by a BECU Executive, to include my debit card number rather than my checking account, to include the reasoning of the concluded chargeback, to include BECU stamp. 

I must say, after XXXX the XXXX, BECU has been on total disengagement towards me. They don't show urgency about helping me to gather enough information about new requested letter. For sure, they insist in not being transparent, they are not pointing me to the right direction, they don't want to answer specific questions. Their continuous excuse is, to ask their leadership about how much they can help me in collecting the refund. 

BECU behave indifferent, they neglect me as a member of their Credit Union, they treat me as an outcast, for sure it feels that I am shunned. Currently, I regret all the ill advice BECU provided me while I could collect my refund. If I can not collect the refund, I will suffer financial hardship and BECU could not care.

Company response to consumer: Closed with explanation