Consumer complaint received 2026-04-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Winklevoss Exchange LLC
State: NY

Complaint narrative:
My disputes with XXXX have not been properly resolved and several of them have been pending for over five months, which is far beyond the allowed investigation timeframe. Some disputes exceed 150 days. For example, an XXXX transaction in the amount of {$45.00} from XX/XX/XXXX was acknowledged on XX/XX/XXXX and remained unresolved far beyond the permitted period. I submitted explanations and supporting documentation for every dispute, including direct evidence. Despite this, XXXX has not provided proper results or justification for delays. There is no valid reason for investigations to continue this long. XXXX failed to provide required updates during the investigation process. I did not receive meaningful communication within the first 30 days. I only received a limited letter covering a small number of disputes, mainly refunds, and one recent email stating that some disputes were completed. However, this was not a full list. I still do not have a complete breakdown of all disputes, including which are open, which are closed, and which are still under investigation. Refunds from merchants were applied with significant delay, often one to two months after XXXX received those funds. This includes refunds from XXXX, XXXX, XXXX ( duplicate charges ), and XXXX ( {$79.00} ). Even after these refunds were applied, my account balances were not properly recalculated. My balances are incorrect for every month, including XXXX, XXXX, XXXX, and XXXX. For example, in XXXX the reported balance was approximately {$740.00} while the correct balance should have been about {$460.00}. In XXXX the reported balance was approximately {$870.00} while the correct balance should have been about {$620.00}. In XXXX the reported balance was approximately {$680.00} while the correct balance should have been approximately {$630.00}. These differences show that only some disputes and refunds were applied, while others were not. The total balance on my account remains incorrect because the account has never been fully recalculated after all disputes and refunds. At the same time, all credit bureau reporting remains incorrect. The balances reported to credit bureaus are still based on the original pre-dispute amounts. Even after refunds and partial dispute resolutions, no updated balances were provided. I specifically informed XXXX that the credit reporting is incorrect, yet no corrections were made. Additionally, my available credit is being restricted. Based on corrected balances, my available credit should be approximately {$300.00} to {$400.00}. However, my account shows near {$0.00} available credit. This means a significant portion of my credit line is being held while the account remains unresolved. This situation appears to involve multiple compliance violations, likely 10 or more, including failure to complete investigations within required timeframes, failure to provide required updates and explanations, and failure to maintain accurate balances and credit reporting. Additionally, XXXX has created obstacles in communication by refusing or delaying responses when I contact them from my XXXX account, despite me providing full identifying information ( including my credit card details ), which further interferes with resolving my disputes; if not resolved immediately, this matter presents a strong basis for further action, including filing in small claims court.

Company response to consumer: Closed with explanation