Complaints

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I'm contacting you because of over $500 worth of unauthorized charges to my bank account. I contacted ********************** regarding this and presented proof of these unauthorized charges. Then I was reimbursed the amounts back to my bank account (so I thought everything was fine).Then suddenly they reversed the charge. I was confused because I was in communication with one team member via email (who was slow to respond). And he was assisting me. But then I get home from the holidays and there's a letter in the mail saying I need to provide more information. But I was under the impression that I didn't need to provide more information.Then Devon Bank reversed the credit to my account. And when I asked why, they said they needed more information about the charges. And when I tried to provide it, they said I could not anymore and that I couldn't appeal this decision.I want my money back. I did not authorize those charges. People can literally just steal from you hundreds of dollars and the bank is doing nothing to help me. They must really hate their customers. :(

  

  Business response

  04/27/2023

  ******************,

  We at Devon Bank strive to provide excellent customer **********************. It is our understanding that you authorized this transaction; however, you were not satisfied with the service provided by the merchant. Due to the authorized status, we verbally requested additional information for Devon Bank to assist in your claim. When we did not receive the requested information, we sent you the letter you mentioned in your complaint. Unfortunately, we cannot continue our investigation into your claim because we still did not receive the necessary information. At this time, we recommend you work directly with the merchant for further assistance. 

  Kindly,
  Devon Bank

  Customer response

  05/08/2023

   
  Complaint: 19982272
  
  I am rejecting this response because:

  
  

  The response from the business is unacceptable. There's no reason why they can't reopen an investigation, especially since I received mixed communication from them during the whole process initially.

  
  

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

  

  Business response

  05/12/2023

  ******************,
  
  We at Devon Bank strive to provide excellent customer **********************.  Unfortunately, we cannot reopen this investigation into your merchant dispute due to time limitations.  MasterCard network requires detailed documentation, which was previously communicated to you, but which you never provided to **.   Additionally, the MasterCard network has a time limitation for arbitration of 120 days from the transaction date, which has now passed.
  
  We also feel that your comment that you received mixedcommunication from the bank is unfounded.  We received your initial claim for the merchant dispute on November 10, 2022. We communicated to you that we needed supporting documentation in order to submit your claim through the MasterCard network.  These details were also outlined in the provisional credit letter, dated November 25, 2022, which was sent to you, and which you acknowledged receiving.  That letter also stated that you needed to provide ** with supporting evidence for your claim by December 12, 2022.  None of the documentation we requested from you was provided to **.  On December 28, 2022, the claim was closed, and a letter noting the closure was mailed to the address we had on file.
  
  Since the time limitations have passed, your dispute is with the merchant, not with Devon Bank, and must be handled with them directly outside of the MasterCard network.

  Kindly,

  Devon Bank

  
  

  Customer response

  05/17/2023

   
  Complaint: 19982272
  
  I am rejecting this response. I have attached a screenshot that indicates that I emailed you on December 7 stating that I received your letter in the mail. I had previously submitted evidence, and I emailed you on December 7 to inquire if there was anything else you would like for me to submit, to which I did not receive a timely reply back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom this may concern. It was found as I had a title search on my property ******************************************************************************************** PIN # ****************** that ********************** had issued a chain of title to a couple in 10/2013 that I have NO clue who they are nor how this happened. I have been the sole owner of this property and have not place anyone on it. I would not have known if I had not had the search completed. I made several attempts to call Devon Bank and the calls are disconnected. I sent an email and have not received an response. I really need this matter addressed as this can cause issues in the future if I plan to sell it. I've had this property going on 30 years and have not worked this long to have it caught up in some illegal scams. Please help me get this matter corrected. Thank you ******************************** ************.

  

  Business response

  05/02/2022

  May 2, 2022

   

  We have reached out directly to ************************* to rectify this situation, which appears to have been an error relating to the *** number on her property.  We are in contact with the **** County Recorder of Deeds to correct

  the situation and will follow through until it's resolved satisfactorily.

*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. ↩