Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
We are in receipt of the complaint filed by [redacted]y filed on 3/5/18. [redacted] completed a stop payment request in 12/2017 to stop payments t[redacted] that were being debited from her checking account via ACH (Automated Clearing House) transactions. ACH (Automated Clearing...
House) is a payment method in which transactions, which can be one time or recurring, are debited electronically by a merchant by using the routing number and account number for an individual. The transactions covered under this stop payment were stopped and returned to the merchant as directed. [redacted] called in on 3/2/18 around 9am on a recorded line and was very upset over a [redacted] Card transaction initiated by [redacted] in the amount of $460.20 that cleared her account on 3/1/2018[redacted] stated she stop paid transactions from [redacted]he Call Center representative advised [redacted] that the transaction presented was a [redacted] Card transaction, which is not able to be stopped. [redacted] stated that [redacted] has been taking payments from her child support card and that she never provided her [redacted]t card information to them. The Call Center representative attempted to explain that [redacted] is able to dispute the transaction by completing a form stating the transaction was not authorized and/or previously cancelled with [redacted]he Call Center representative did explain to [redacted] during this call that her current card number would need to be closed[redacted] then stated she was at the credit union so she would just be in to speak to a manager. [redacted]as at our [redacted] office and spoke to our Branch Administrator. In the event that a [redacted]t Card dispute is filed for an unauthorized transaction, it is common practice to close the current card number and reissue a new card. This is the only way to guarantee that further transactions initiated by the merchant will be denied. There is not an option to stop certain merchants from processing transaction on a card number they have in their database. Therefore, the card number was closed to protect the account from further unauthorized debits. Once a dispute is filed with [redacted], it could take up 60 days to receive credit from the merchant. The member's account receives a provisional credit for the disputed funds within 10 days of the date the dispute was filed. This credit could be reversed should the merchant deny dispute by providing evidence of the member's authorization. (This was explained to [redacted] by the Operations Manager on Friday 3/2/2018)[redacted]'s transaction dispute was filed on 3/2/2018 with [redacted] called in later in the afternoon on 3/2/2018 and spoke to our Operations Manager about the situation again. At this time, the Operations Manager explained again the difference between a stop payment and a [redacted]t Card transaction dispute. She reiterated the stop payment is still effective for ACH transactions, but it does not pertain to [redacted]t Card transactions. [redacted] did file the dispute for the $460.20 debit card transaction on 3/2/2018.An alternative to filing the transaction dispute would be to contact the merchant directly and request a refund. This option results in the transaction being credited by the merchant within 5-7 business days. Members are encouraged to contact the merchant first. If the merchant is not able to issue credit, the member can then file a dispute with us through [redacted] The information regarding contact with the merchant is then included in the dispute. [redacted] called in on 3/5/2018 very upset that her [redacted]t Card had been closed as a result of filing the transaction dispute. She was forwarded to the Operations Manager, who tried to address her concerns and provide answers to her questions on 3/2/2018. Our Operations Manager attempted to explain the situation again. Unfortunately, [redacted] continued to cut the Operations Manager off and speak over her. The Operations Manager was attempting to explain the situation and offer [redacted] other options available to receive credit for the disputed transaction more quickly by contacting [redacted] was continued to speak over the Operations Manager, stating she would be contacting her attorney over this and closing her account. A new debit card was not ordered at this time since [redacted] stated she was closing the account. [redacted] stopped in our [redacted] office location on 3/6/2018 to find out if her new debit card was ordered. The MSR explained it was not since she stated she would be closing the account. The MSR stated we can still place the order. [redacted] stated she would like to receive a new card - the new card was ordered 3/6/2018. The transaction dispute is in process and the provisional credit will be credited to the account by 3/11/2018. We will notify [redacted] once the provisional credit is in her account and reiterate at that time that the funds could still be reversed by the merchant within the next 60 days. All calls are recorded and retained for review. I could not attach the dispute document or the calls due to the account information included. Please feel free to contact me with any questions.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
We are in receipt of the complaint filed by [redacted]y filed on 3/5/18. [redacted] completed a stop payment request in 12/2017 to stop payments t[redacted] that were being debited from her checking account via ACH (Automated Clearing House) transactions. ACH (Automated Clearing...
House) is a payment method in which transactions, which can be one time or recurring, are debited electronically by a merchant by using the routing number and account number for an individual. The transactions covered under this stop payment were stopped and returned to the merchant as directed. [redacted] called in on 3/2/18 around 9am on a recorded line and was very upset over a [redacted] Card transaction initiated by [redacted] in the amount of $460.20 that cleared her account on 3/1/2018[redacted] stated she stop paid transactions from [redacted]he Call Center representative advised [redacted] that the transaction presented was a [redacted] Card transaction, which is not able to be stopped. [redacted] stated that [redacted] has been taking payments from her child support card and that she never provided her [redacted]t card information to them. The Call Center representative attempted to explain that [redacted] is able to dispute the transaction by completing a form stating the transaction was not authorized and/or previously cancelled with [redacted]he Call Center representative did explain to [redacted] during this call that her current card number would need to be closed[redacted] then stated she was at the credit union so she would just be in to speak to a manager. [redacted]as at our [redacted] office and spoke to our Branch Administrator. In the event that a [redacted]t Card dispute is filed for an unauthorized transaction, it is common practice to close the current card number and reissue a new card. This is the only way to guarantee that further transactions initiated by the merchant will be denied. There is not an option to stop certain merchants from processing transaction on a card number they have in their database. Therefore, the card number was closed to protect the account from further unauthorized debits. Once a dispute is filed with [redacted], it could take up 60 days to receive credit from the merchant. The member's account receives a provisional credit for the disputed funds within 10 days of the date the dispute was filed. This credit could be reversed should the merchant deny dispute by providing evidence of the member's authorization. (This was explained to [redacted] by the Operations Manager on Friday 3/2/2018)[redacted]'s transaction dispute was filed on 3/2/2018 with [redacted] called in later in the afternoon on 3/2/2018 and spoke to our Operations Manager about the situation again. At this time, the Operations Manager explained again the difference between a stop payment and a [redacted]t Card transaction dispute. She reiterated the stop payment is still effective for ACH transactions, but it does not pertain to [redacted]t Card transactions. [redacted] did file the dispute for the $460.20 debit card transaction on 3/2/2018.An alternative to filing the transaction dispute would be to contact the merchant directly and request a refund. This option results in the transaction being credited by the merchant within 5-7 business days. Members are encouraged to contact the merchant first. If the merchant is not able to issue credit, the member can then file a dispute with us through [redacted] The information regarding contact with the merchant is then included in the dispute. [redacted] called in on 3/5/2018 very upset that her [redacted]t Card had been closed as a result of filing the transaction dispute. She was forwarded to the Operations Manager, who tried to address her concerns and provide answers to her questions on 3/2/2018. Our Operations Manager attempted to explain the situation again. Unfortunately, [redacted] continued to cut the Operations Manager off and speak over her. The Operations Manager was attempting to explain the situation and offer [redacted] other options available to receive credit for the disputed transaction more quickly by contacting [redacted] was continued to speak over the Operations Manager, stating she would be contacting her attorney over this and closing her account. A new debit card was not ordered at this time since [redacted] stated she was closing the account. [redacted] stopped in our [redacted] office location on 3/6/2018 to find out if her new debit card was ordered. The MSR explained it was not since she stated she would be closing the account. The MSR stated we can still place the order. [redacted] stated she would like to receive a new card - the new card was ordered 3/6/2018. The transaction dispute is in process and the provisional credit will be credited to the account by 3/11/2018. We will notify [redacted] once the provisional credit is in her account and reiterate at that time that the funds could still be reversed by the merchant within the next 60 days. All calls are recorded and retained for review. I could not attach the dispute document or the calls due to the account information included. Please feel free to contact me with any questions.