Consumer complaint received 2025-11-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Dave Operating, LLC
State: MD

Complaint narrative:
Complaint Summary and Timeline This complaint outlines my ongoing attempt to resolve a dispute with Dave regarding a transaction at a medical spa where the merchant misrepresented the product administered, operated without proper licensure, and provided false information throughout the dispute process. Despite repeatedly supplying evidence, Dave has denied my dispute and appeal based on an inapplicable justification and has not provided any documentation demonstrating that an investigation was ever conducted. 

XX/XX/2025 Initial Dispute Filed I filed a dispute for a transaction at a medical spa after discovering that the merchant had : Misrepresented the product administered during my procedure ; Failed to disclose that she was not licensed to perform the procedure ; and Provided false and inconsistent statements throughout my attempts to resolve the matter directly. 

XX/XX/XXXX XX/XX/2025 Submission of Evidence to Dave I submitted extensive documentation to Dave, including email correspondence with the merchant, receipts, treatment records, and other proof demonstrating that the merchant withheld information necessary for informed consent. 

XX/XX/2025 Dispute Denied ( First Denial ) Dave denied the dispute, stating : One or more transactions were made at a Point of sale that requires the use of your card and PIN. Member had to insert card enter PIN and approve transaction amount. All discrepancies or dissatisfactions could be arranged at Point of sale. 

This rationale does not apply to services where fraud, misrepresentation, or non-disclosure occurred, especially when the nature of the service was not knowable at the time of payment. 

XX/XX/2025 Appeal Filed XX/XX/2025 Appeal Denied ( Second Denial ) The appeal was denied for the same reason as the initial denial. 
Because I had no further internal avenues for resolution, I filed a XXXX  complaint. I noted that using my card and PIN at a POS terminal does not negate my right to dispute a transaction involving misrepresentation and non-consensual services. 

XX/XX/XXXX XX/XX/2025 Evidence Submitted to XXXX  I provided the XXXX  with detailed documentation. 
During this time, Dave informed the XXXX  that they were actively working with me to resolve the issue. This was inaccurate. My appeal had already been closed, and I had no open support tickets. I repeatedly reached out to Dave and received no non-automated response for several weeks. 

XX/XX/2025 First Non-Automated Response I finally received confirmation that Dave was investigating the matter. 

XX/XX/2025 Request for Status Update I contacted Dave because nearly 90 days had passed since the appeal, and I had been told that a resolution would be provided within that timeframe. 

XX/XX/2025 Request for Additional Personal Information Dave requested personal information, which I supplied the same day. 

XX/XX/2025 Additional Questions from Dave I received the following request for information : Do you have legal documents supporting your claim? 

Were you given any paperwork indicating XXXX rather than XXXX would be used? 

Do you have receipts showing you received something different? 

When and how did you learn the product was different? 

How did you notice the discrepancy? 

What refund was offered? 

XX/XX/2025 My Response and Clarification Request I responded, requesting clarification as to whether any investigation had been conducted since XX/XX/XXXX, as representatives had repeatedly informed me that my case was under review since that date. 

I reiterated, in detail : Documentation of Treatment Type No written agreement, contract, or receipt identified XXXX. 

I was verbally informed that I would receive XXXX. 

The treatment plan referred only to toxin, with no product details. 

I was given advice ( to take XXXX ) that applies only to neurotoxins containing complexing proteins ( such as XXXX ), not XXXX indicating intentional misrepresentation. 

All receipts lacked product information. 

Records Showing a Different Product The merchant provided no documentation identifying the product used until I emailed days later asking for clarification. 

The invoice I eventually receivedapproximately one week after treatmentidentified XXXX as the product. 

When and How I Learned the Product Was Different I learned the product was XXXX only after requesting documentation post-treatment. 

The timing of the treatment results was inconsistent with XXXX, prompting my inquiry. 

Refunds or Compensation Offered The merchant has not offered a refund for the procedure. 

Only a {$100.00} refund ( consultation deposit ) was issued, and only after I discovered it had not been applied correctly. 

I attached all supporting documentation. 

XX/XX/2025 Additional Documentation Submitted I provided further records demonstrating that I never consented to XXXX and was not informed that XXXX would be used. 

XX/XX/2025 Request for Investigation Records & Appeal Denied Again I asked Dave for any evidence that an investigation had actually been conducted since XX/XX/XXXX. Later that day, Dave issued another denial of my appeal, repeating the same justification : One or more transactions were made at a Point of sale that requires the use of your card and PIN. Member had to insert card enter PIN and approve transaction amount. 

To date, Dave has : Provided no documentation of any investigation ; Repeatedly issued denials using a rationale that does not address misrepresentation or fraud in services; Appeared not to review or consider the evidence submitted ; and Misrepresented their actions to both me and the XXXX.

Company response to consumer: Closed with explanation