Payment Alliance International, Inc.

We are in receipt of your letter dated November 2, 2016 regarding the above reference Complaint. We have reached out to Ms. [redacted] and at the time of this communication have not received a return phone call. Our records indicate that we spoke with Ms. [redacted] on 11/2/16 and advised her of the...

process she would need to follow in order to dispute the transaction in question.  Our national network of ATMs performs millions of ATM transactions flawlessly each and every day but there are times when a communication error may occur.  We are certainly sorry if this is the case and has caused Ms. [redacted] any inconvenience. The Federal Reserve has established formal requirements for resolution of electronic funds transmittal transaction errors. The cardholder must file a dispute with the card issuer and following an investigation and confirmation, any disputed funds due and owing to the cardholder would be returned to them according to normal banking rules and regulations.  Thank you for bringing this matter to our attention. We would like to reiterate that Ms. [redacted] must follow the official dispute procedures available to all financial institution customers by filing a dispute affidavit with the card issuer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This business has the ability to resolve this issue immediately. The information to successfully resolve this matter to it's logical conclusion is stored on their software and hardware, in particular the ATM system they own and operate, which malfunctioned initiating the original complaint. While my Bank has provided federally required documentation regarding my claim of an unauthorized transaction, PAI insists it will take no immediate action on my claim of $101.75, when it is well within their ability to do so and resolve this matter. Furthermore their customer service representatives directed my call to a department that does not exist, the "Dispute Department", and deceptively told me they spoke to the "Dispute Department" and my claim had not yet reached them. This issue has not been resolved, PAI has taken no action to help, except to respond to Revdex.com instead of resolving this routine issue. 
Regards,
 
[redacted]

[redacted]
This is in response to the complaint (ID [redacted]) dated 10/6/[redacted] regarding an ATM withdrawal attempted on 10/4/[redacted] The complaint states the consumer tried to withdraw $100.00 but the ATM did not dispense money. Their account was however debited $101.75. I called and...

spoke with the consumer on 10/7/[redacted] and advised them they needed to file a Regulation E Dispute with the financial institution listed on the back of the card used to attempt the withdrawal.  The consumer stated they had already filed the dispute on 10/4/[redacted] I advised them since they had filed the Regulation E Dispute they had followed the proper procedure to initiate the dispute research process.  The consumer also confirmed their Financial Institution had submitted the dispute through the network to Payment Alliance International’s dispute department.  Once received our Disputes department will provide their findings within the timeframe set forth through the Regulation E guidelines.

[redacted]
 
A refund was submitted October 7, [redacted] to this customer for $21.95. We also sent an Account Closure Form to the customer which they must sign and return in order for the account to be closed.