Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/23 my daughter **** ordered from a website that she thought was Skims. Skimsblackfriday.com. Once we realized it was a fake website, I emailed customer ********************** asking to cancel the order. There was no phone number. I received a reply that we can cancel and would be credited in **** days, but there were chinese characters in the email and it didnt seem professional so I called my bank to dispute the $98 charge the next day. I received notification from PSCU that they recd my dispute and to provide info ie. date of service, email or communication with merchant, amount etc. regarding the transaction so I sent them all the info including my email chain with the so-called company stating they would credit me in 7 days (Nov 30, 2023). I sent this via email and ***** I only got an automatic reply. On Dec 30th, I resent all my documentation. I then receive a letter stating my dispute will be closed because they did not receive anything from me! I then call customer ********************** to reopen my claim on Jan 3, **** and was told it could take up to 30 days and I resent my documents. Again, I got an automatic reply. As of today, I still have no credit on my account for $98! I got no merchandise, and I have gotten no contact or update from PSCU. This is the worst experience and process for customers!! * I attached my email chain from the fake business assuring me back in Nov/Dec I would have my credit of $98 and still nothing!

  Business Response

  Date: 02/15/2024

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all our members and cardholders. We received the dispute on December 6, 2023. We promptly sent a letter requesting additional information on December 14, 2023. We did receive a response on December 19, 2023, but unfortunately, we did not receive all required information needed to process the dispute at that time. As a result,on December 27, 2023, we sent a letter informing you that the credit couldnt be initiated due to having insufficient information received upon request. On January 3, ****, you called in and provided the information we had previously requested. Following this, on January 5, ****, we initiated the chargeback process on your behalf and the merchant accepted it on February 3, ****. Please reach out to your financial institution directly for further assistance or questions regarding account **********************.

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I still have not rec'd my credit and my bank told me that PSCU system is down until Tues, but I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Heipua ***********

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute with my bank, Fairwinds Credit Union, regarding a charge of $2,483.52 from a demolition company that did not meet their advertised deals, did not provide an updated invoice, and completed unfinished work in my home. I have spoken to PSCU on the phone, and the representatives say they only take down information, and do not deal directly with the disputes. I have emailed twice with all documentation and have gotten no response. I am seeking final credit to my account without worrying of the status of the provisional credit that I received.

  Business Response

  Date: 02/12/2024

  Thank you for bringing this matter to our attention. Upon further investigation weve confirmed that a chargeback was processed on 2/8/24 and is pending merchants response. Please be advised final credit will be granted by your financial institution pending the ******************** of the disputed transaction and applicable regulatory guidelines. Please feel free to reach out to us directly if you have any additional questions.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21250970
  
  I am rejecting this response because:

  It is currently dependent upon the owner of the business, who refuses to accept any type of responsibility despite the extensive evidence against their business practices, and is more interested in arguing. This owner will not budge. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  Credit decision is based on ******************* of the disputed transaction(s) and/or if rules or regulations exist warranting a credit based on the investigation outcome. If the investigation outcome results in credit to your account, your financial institution will credit your account directly. Please contact the financial institution directly for further assistance regarding account **********************.

• Initial Complaint

  Date:01/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from PSCU about fraud on my minor son's account, however, they refuse to talk to me about this because they say I am not on his account. I created this account. They are very unprofessional and extremely rude.

  Business Response

  Date: 01/19/2024

  Thank you for bringing this matter to our attention. The security of cardholder accounts is of the utmost importance to us, and we have conducted a review into this matter. Our investigation confirmed on the related account records that you were not indicated as an authorized user on the account. As a result, our customer ********************** representative(s) were unable to discuss information on the account without the express authorization of the listed account holder. To avoid this in the future, we recommend you and your son contact your financial institution to confirm the account holders listed and/or direct the financial institution to update the account record to indicate you are an authorized party on the account. Per your request, we did not reach out to you directly to discuss this matter as you indicated you do not wish for us to reach out to you. However, if further conversation is desired, please feel free to reach out to us directly.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21139351
  
  I am rejecting this response because: you didnt address the rudeness and unprofessional of your staff. No one cares about customer ********************** anymore. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/23/2024

  Thank you for your response. Customer satisfaction is important to us, and we apologize for any inconvenience this has caused. During the investigation related calls were accessed and reviewed. Customer ********************** coaching has occurred. Please feel free to reach out to us directly if you would like to discuss this matter further.

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/04/23 ********* Card (Cardholder Services) took $38.08 out of my Gesa Federal Credit Union checking account to pay an automatic deposit to Consumer Cellular for my December payment. However, the Dec. 2023 automatic payment was paid by my new credit union on 12/04/23 and the money for my Consumer Cellular account did NOT receive the $38.08 from GESA / **** Card. I verified with Consumer Celluar that they did NOT receive the money from GESA **** credit union account and that the Cellular Cell account was indeed paid by my new Credit Union. I filed a "dispute" with Cardholder Services and on 1/02/24 GESA **** notified my via mail that I listed the wrong dates and they denied my dispute and closed the case. I have not received my money ($38.08) and GESA / **** did not make a payment with my money that they have kept.

  Business Response

  Date: 01/18/2024

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  January 18, 2024
  
  
  *******************
  17 103 *****************.
  *****, ** 96749
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 647303
  
  This is written in response to Mr. ******* complaint.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty company.
  
  This complaint was assigned to Certegy in error and is not affiliated with Cardholder Services nor its business. Certegy does not handle debit or credit card transactions and we found no record of **************** in our files regarding any refunds. Please reassign Mr. ******* complaint to the proper entity, Cardholder Services.
  
  Sincerely,
  
  Customer Care Department
  Certegy ******************** Solutions, LLC
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21124293
  
  I am rejecting this response because:
  Credit Card Services is the entity that has not refunded my money, but still by having a different division answer the complaint and they also stated no refund on record   
  Sincerely,
  
  *******************

  Business Response

  Date: 01/29/2024

  
  Certegy Payment Solutions, LLC
  PO Box 908
  **************, ** 81502
  
  
  
  
  January 29, 2024
  
  
  *******************
  17 103 *****************.
  *****, ** 96749
  
  
  
  Re:      BBB Complaint Case Number ******** *******************
             Certegy Case Number 650274
  
  This is written in response to Mr. ******* rebuttal.
  
  To provide some background information, Certegy Payment Solutions, LLC (Certegy), is a check authorization and warranty company.
  
  This complaint was assigned to Certegy in error. Certegy is not affiliated with or a separate division within Credit Card Services company. Certegy does not handle debit or credit card transactions and we found no record of **************** in our files regarding any refunds. Please reassign Mr. ******* complaint to the proper entity, Credit Card Services.
  
  
  Sincerely,
  
  Customer Care Department
  Certegy ******************** Solutions, LLC
  

  Customer Answer

  Date: 01/31/2024

  **** CREDIT CARD services took the money out of my GESA CREDIT UNION checking account for the ********************** to Consumer Cellular On 12/04/23 on my debit card ending in 1300 for $38.08.  Consumer Cellular was paid on 12/04/23 by me using my delicate ending in 8172.  GESA CARDSERVICES , PO  BOX *****, ***** ** **********, PHONE ************ , EMAIL ************************************ denied my dispute.  I do not know how

  Business Response

  Date: 02/15/2024

  Thank you for bringing this matter to our attention. Upon further investigation weve confirmed that the transaction in question is an ACH payment to your GESA **** credit card and not a Point-of-Sale (POS) transaction that posted to your credit card account. Since the item in question is an ACH payment, the financial institution in which this payment was drafted from would need to assist you with resolution of this claim. Please contact the financial institution directly for further assistance.
  

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21124293
  
  I am rejecting this response because:.

  GESA card services has denied my request to correct the problem / error.   It appears they keep sending BBB to other departments which have nothing to do with the complaint.   **** Credit Card Services / GESA Federal Credit Union took the money, did not pay any OTHER entity and continue to "muddy the waters" to create confusion.  **** / GESA owe me $ ***** which they took from my account on 12/04/23 as stated on prior info emails.. 
  Sincerely,
  
  *******************

  Business Response

  Date: 02/23/2024

  Thank you for the additional details. In an effort of good faith, we contacted the financial institution directly on your behalf regarding this concern. In response, GESA Credit Union has as issued a credit to your account in the amount of $38.08 as of 2/22/2024. Communications regarding the account ********************** will come from GESA Credit Union directly. If you have any additional questions regarding this matter, please reach out to GESA Credit Union directly for further assistance. Once again, we apologize for the inconvenience this has caused.
  

  Customer Answer

  Date: 02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7, 2023 ********************* double charged me for $77.98. The $294.60 includes the first month, a prorated month, plus an old $77.98 balance. Then they charged me again separately $77.98. I disputed this with my credit union and was told I had to fill out a form which I did. ********************* claims to have no knowledge or record of this $77.98 payment I did not authorize them to take on 8/7/23 in addition to the $294.60 payment I made on 8/7/23. PSCU has not responded to my inquiries nor refunded my $77.98.

  Business Response

  Date: 11/13/2023

  Thank you for bringing this matter to our attention. We have investigated the information you submitted and identified that a credit was posted to your account in the amount of $77.98 on 9/20/2023. If you have any additional questions regarding the credit, please reach out to your financial institution directly for further assistance

  Customer Answer

  Date: 11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a week ago, I called to file a dispute for a charge that was placed on March 31, 2023. I was told a form would have to be mailed to me in order for me to be able to file this dispute. I have yet to receive this form. It is incredibly frustrating that every other credit card company I use, has an online form for me to fill out for a dispute going back 12 months, but this company does not.I need to dispute a charge made on March 31, 2023 in the amount of $249 for an item that was supposed to be shipped to me in July 2023. At this time, the company has disappeared, there is no way to contact them, the person who is supposedly the founder has told other people who ordered this item that the whole thing is a scam. I am attaching screen shots and my credit card statement that includes the charge. It is cut and dry. I am within the time frame of filing a dispute because the shipping date was in July. I called to ask to file a dispute within the first week of August. Please credit my account. Thank you.

  Business Response

  Date: 08/22/2023

  Thank you for bringing this matter to our attention. Further investigation into this matter is underway and a letter has been mailed to you detailing the next steps in the dispute process.  In the meantime, please reach out to us directly if you have any questions or concerns.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20469825
  
  I am rejecting this response because:

  I received a letter from the bank stating I need to send them the information I have to back up my dispute. 

  I have sent them all the paperwork that is needed for this dispute three different ways. As per usual, this bank is requesting the same information over and over again and saying they did not receive it. I sent it via reply email within 30 minutes of receiving the email from the bank AND sent the same information to the BBB via email. I also sent it when I filed my initial request. This bank has all of the information it needs to credit my account, and they are dragging their feet and being untruthful. 

  I did not receive items I paid for using this credit card. Per their dispute agreement, I am not responsible for this charge. They need to credit my account or I am going to the consumer protection arm of the attorney general office in *************, and will be contacting my state representative regarding the terrible business practices of this bank. I WILL include Greylock Federal Credit Union in this complaint as well if I need to escalate it - pretty sure they arent going to like another company using their bank name in this way.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2023

  Thank you for your response. We have been able to reach you to discuss this case further. Information needed to process the dispute has been received and the case is actively in progress.Your account will be provisionally credited in the amount of $249 on 09/05/2023. Please reach out to us directly if you have any additional questions or concerns.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20469825
  
  I am rejecting this response because:

  While I am happy to hear that they have received all the information they need, and that they have provisionally credited my account, I do not wish to close out this case until pscu has finalized my dispute  

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started a dispute way back on June 22, 2023 for being overcharged for gas at a ***** station. I was charged $65.55 for ****** gallons. The problem is my tank only holds 10 gallons. It's a tiny ***** Miata. My tank isn't even 16 gallons. It's only 10. When I went inside to figure out what to do, the attendant in the station said, "Oh, you too. The last guy got overcharged, too. You'll have to resolve it with your credit card company." I did that and provided all the information they asked for. The case # is **********. When I didn't hear anything back by July 25, 2023, I sent another email asking about the status, and again, provided all the information they requested. We just got a letter dated July 31, 2023 saying they closed the case because the required information wasn't provided. I have the emails that prove otherwise. According to the letter, evidently "there are no regulations that permit us to obtain a credit from the merchant on your behalf," so if you get overcharged for gas, be prepared to not get any sort of refund for gas you didn't buy. All I want is a refund of $34.81 for gas I shouldn't have been charged for because the pump was broken. It's like being charged for something you didn't actually receive.

  Business Response

  Date: 08/17/2023

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. We have issued provisional credit in the amount of $34.81 which will reflect to your account within 1-2 business days. A letter will be mailed to you stating that your account has been provisionally credited as well as next steps in the dispute process. Final credit will be granted pending the ******************** of the disputed transaction. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

  Customer Answer

  Date: 08/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2023 I filed a dispute for a $2,398.98 transaction on January 27, 2023 with an unresponsive merchant, Handymach, for horrible quality, food unsafe biscuit machine. The merchant stopped communicating with me once I asked how to return the machine even though I meet their policy. So my credit card company referred the case to PSCU which handles disputes. On March 15, 2023, PSCU asked me for documentation to support my case. On March 20, 2023, I emailed PSCU a completed dispute form and more documentation such as pictures of the machine, merchant's return/refund policy, and past communication history with merchant. I never got confirmation response from PSCU that they received my email.On April 3, 2023, PSCU emailed me that they closed my dispute case without any explanation? I reached out to my credit card representative ******* about this, and she communicated with PSCU to reopen my case. On May 8, 2023, ******* confirmed PSCU has reopened the case and is attempting to work with the merchant.Since then I've been contacting my credit card company every 3 weeks for any updates. Each representative has told me they emailed to PSCU and will inform me if PSCU responds. But each representative has not come back with any updates which has been frustrating. It is August now!! PSCU has had way more than **************************************************** with any updates and/or credit.PSCU's lack of communication with me and my credit card company is unprofessional and quite enraging. Not only the merchant but also PSCU is ghosting me?! I am writing about my extremely frustrating experience here in hopes that this will get PSCU to check on my case and contact me. I advise everybody to avoid any financial institutions that use PSCU to handle disputes.

  Business Response

  Date: 08/16/2023

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. We called you on 8/9/2023 and left a voicemail as we were unable to reach you. We have issued a final credit in the amount of $2,398.98 which will reflect to your account within **** business days. You will receive a letter in the mail detailing the credit as well for your reference. Once again, we apologize for the inconvenience this has caused.Feel free to reach out to us directly if you have any additional questions.

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/14/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  PSCU communicated to me on August 18, 2023: "We have issued a final credit in the amount of $2,398.98 which will reflect to your account within **** business days." This was their response to my BBB complaint case # ********. It's been more than 10 business days (actually now a month) and the credit is still not reflected on my account?! I called them directly, and the two times I managed to get through the long wait times (over an hour) and talk with PSCU reps they put me on hold "to see more about my case" and then hung up on me. I also had my credit card representative, ********************, email to PSCU, and she confirmed she still has not received a response which has been more than a week. Extremely frustrating that 1. PSCU is not delivering on what they said they would do 2. it is near impossible to communicate with them through calling/emailing which is why I'm back on filing a complaint with BBB here.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/20/2023

  Thank you for bringing this matter to our attention. Upon further investigation, it was identified that there was a processing error which resulted in the initial final credit not properly posting to your account. We appreciate your patience and have re-issued the final credit in the amount of $2,398.98 to your account, which will post by 9/22/2023. We will monitor this transaction to ensure the final credit posts as anticipated. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20435140
  
  I am rejecting this response because: Today is 9/25/2023, and the final credit of $2,398.98 to your account still has not been posted to my account. They communicated that the credit will be posted by 9/22/2023.

  Sincerely,
  
  *******************

  Business Response

  Date: 10/02/2023

  Thank you for bringing this matter to our attention. We attempted to contact you on 9/29/2023 and left a voicemail message because we were unable to reach you. It has been confirmed that final credit in the amount of $2,398.98 posted to your account on 9/28/2023. We apologize for the inconvenience this has caused. Please reach out to us directly if you have any additional questions.

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute via my PSCU issued **** card for a charge of $3000 from ********************* an attorney I had hired to write a demand letter regarding an employment matter. I never received the demand letter from the attorney, nor an invoice for the amount I was charged. He stopped communicating with me, and I fired him. I filed a dispute with my credit card company for half of the amount I was charged, which was $1500 as the attorney had completed some, but not all the work promised. I provided information via telephone to NEFCU, the local credit union, and they referred me to PSCU to initiate the dispute. I've provided an abundance of information to PSCU, both verbally and in writing. To date, I've been told that my dispute was closed because 1. a charge back can't be processed, 2. PSCU doesn't issue credits and 3. I never provided the documentation requested. All three of these are incorrect or false. I provided documentation several times and re-sent via email to PSCU several times, and 2. I am not asking for a credit - I am asking for half the money I was charged by this attorney because he did not complete the work promised - which was supplying a demand letter to me for my employer, nor did he ever provide an invoice/bill for the $3000 I was charged. I paid this attorney with my PSCU issued credit card and the attorney did not complete the work I paid for, therefore I filed a dispute with my credit card requesting half my money back. It's not a credit - it's a dispute because I did not receive the work product I paid for. I've called several times to follow up on the dispute and request it be reopened, and I'm placed on hold for several minutes and told that the request to be reopened as been made, but it's still processing. This is ridiculous and horrible customer **********************. Promptly reopen my dispute and process a $1500 refund of the $3000 I was charged by ******* and Associates - I did not receive the work product promised by this attorney.

  Business Response

  Date: 07/27/2023

  Thank you for bringing this matter to our attention. Upon further investigation, it was determined that the amount in dispute could not be credited to your account as there were no applicable guidelines that permitted us to obtain credit from the merchant on your behalf, a letter was sent on 7/10/23 advising of the decision. The case was then escalated for an additional review on 7/24/23. It was determined again on 7/26/23 that the charge could not be credited, as there were no applicable guidelines that permitted us to obtain credit from the merchant on your behalf based on the additional information you provided during the escalated investigation. Please reach out to us directly if you have any questions or concerns.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20355827
  
  I am rejecting this response because:

  Im not asking for a credit. Im disputing the amount charged by this attorney. as I did not receive the services I paid this attorney to perform. 
  

  What about this situation makes this something my credit card company cannot dispute? 

  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20355827
  
  I am rejecting this response because:

   

  2nd complaint as PSCU lied in their response to my 1st complaint. I filed a dispute of $1500 with PSCU on 6/20. I disputed the charge of $3000 from ******* and Associates - a law firm, disputing half of what I was charged - $1500. The disputed amount is half of what the attorney billed me because he completed some, but not all the work and services he was paid to do.I spoke to the attorney via phone and email about 5x each. He was supposed to provide a 'demand letter' to me that we would send to my employer. The attorney went AWOL mid-June and stopped responding to my emails and did not return my many phone calls to his personal cell nor his office voicemail. I fired this attorney because he did not communicate with me, did not provide the demand letter as hired to do, and never provided me an invoice for the $3000 I was charged. I filed this dispute on 6/20 with PSCU. As of today - 7/31, PSCU has: - NOT contacted the merchant to dispute this charge - Closed this dispute 1st time claiming I had not provided documentation to support my dispute; not true and I have the many, many emails sending documentation to PSCU to prove it. - Closed this dispute 2nd time claiming they could not issue me a credit nor force the attorney to complete the services he was hired to do. - Told me that the case was not closed a 2nd time, but actually sent to the merchant on July 5th, and PSCU was waiting for a response from the merchant/attorney by mid-August, and finally - Friday a manager finally called me back and told me that the dispute had not been sent to the merchant on July 5th, she did not know why I was told that, and I was asked again to repeat why I was disputing this charge. When I called today, 7/31, I was told the status of my dispute was still pending, meaning it was still waiting for review, and had not been processed. I have filed complaints with FL Atty ******** BBB, and NEFCU - my local credit union who issued the PSCU credit card.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/03/2023

  Thank you for bringing this matter to our attention. A supervisor has called you to further discuss these concerns. Further investigation into this matter is underway.  In the meantime, please reach out to us directly if you have any questions or concerns.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20355827
  
  I am rejecting this response because:

  I did not receive a response from my email I sent 8 days ago.
  
   
  
  1. Confirm the date the dispute was filed with the merchant. It was supposed to happen last month, July, and the 45 days for the merchant to respond is supposed to run from that date. 
  
   
  
  2. This is the first time Ive heard that the merchant has ***** days to respond. I was told 45. Why is a 15 day extension being allowed in this situation?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/06/2023

  Thank you for your response. We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. It was confirmed that a supervisor did speak to you regarding this dispute. As of 8/1/2023 the dispute was processed, and a provisional credit was issued in the amount of $3,000 to your account. As discussed on the call, a letter was mailed you stating that your account has been provisionally credited along with the next steps in the dispute process. Final credit will be granted pending the ******************** of the disputed transaction. Generally, merchant response is received within 45 days. However, it could take up to 60 days if a merchant responds to the dispute with a rebuttal and does not remedy the dispute. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th, 2023, my *** credit card number was fraudulently used at a PetSmart store # **** in ********** for two transactions $325.86 and $162.38. I was making a payment online and noticed because my balance was over what I used. I called to report immediately on May 15, 2023 to report and dispute. I looked online and found the location and number of the PetSmart and spoke with ***** who pulled her manager in. They told me that they allow customers to type card numbers in in-store and that whomever came to the store. She looked at date and found the amounts and told me the person attempted another card number prior to entering mine. The manager sent me the attached receipts to show. I report to my jurisdiction in Richland county who told me to file in Charleston county bc they can get camera footage since was time stamped. I have both cases still open. I was told by PSCU it will be 30 days before a credit to my account. I called on June 13th and was told it was being escalated since they had not worked it. On June 23rd I received a letter dated June 14th indicating they received notice of fraud and quickly working. Every time I've called for status, I wait over an hour and am told contradictory info. I requested supervisor callback on July 7th and was told will contact within 48 hours. I call back on July 13th and told that affidavit letter went out on July 8th and once I sign and take to SCU to have sent or mail, I will be credited for transactions. I called today and was told no letter except initial was sent on June 14th ever went out. I asked ******** why ******** lied. ******** stated she will escalate again and have supervisor call within 48 hours. I told her that they never called when requested before. The reps indicate they only enter notes and don't know a status. PSCU is the worst and my card is not secure with a company like this working disputes. I want my credit or I am willing to hire an attorney to assist me.

  Business Response

  Date: 07/26/2023

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders.  After further investigation of the details you provided, we have identified that your account has been *************************** 7/20/2023 credits in the amounts of $162.38 and $325.86 were transferred to your account. On 7/21/2023 it was confirmed that the credits were posted to your account. On 7/25/2023  we called and left a voicemail. Please reach out to us directly if you have any questions or concerns.