ComplaintsforCentral Bank of Kansas City

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened the second account with this Bank had my unemployment back pay sent to my second card which was my second account with them when I woke up and saw that money was taken out of my account I called them to figure out what was going on they said they were going to do an investigation as of May 20th 2022 and then I was going to take up to 45 to 90 days that by 45th day that I would hear something from someone it is now August 10th 2022 I had to make a call today to figure out what was going on because I never received any information from no one when I called today they said they mailed me out information and found me at for the withdrawals by May 26th 2022 I did not Rob myself and I had these unauthorized withdrawals on my account they also told me that they would shut down the account and mail me out a new card which still was never done I just want to know what that can do to fix this situation because I don't think that it is right and I don't think much of an investigation was done at all I have asked them to send me the information again through the mail that they claim they sent me the first time as of today said it will take 12 business days to receive the information in the mail so that I can use this information to either call a complaint or Court whatever I need to do in order to receive my money back I don't think it's fair that I was robbed and I can't get my money back thanks for supposed to be insured for things like this at the bottom I have uploaded the card that they closed out and the two transactions on my account from a ***** ****** ***** ***** location here in Baltimore Maryland where the withdrawals occurred in the middle of the night while I was sleeping the card was always in my possession so I'm not understanding how money was withdrawn out of my account if I had my card

  Business response

  08/17/2022

  August 17, 2022
  
  ********* ***** **** ****** *** ** ********** **  ***** *** *** ********* ** ********
  
  Dear Ms. *****,
  
  On August 11, 2022, Central Bank of Kansas City (“CBKC”) received notice regarding the above referenced complaint filed by Ms. ********* ***** with the Better Business Bureau (BBB). 
  
  Ms. ***** has a ******** ******* *********** account (the “Account”) issued by CBKC.  Based on the complaint documentation, Ms. ***** stated the following:
  
  She filed a dispute on May 20, 2022 and was told it would take up to 90 days to complete the dispute investigation and that she would receive an update by the 45th day yet she never heard anything.
  She indicated that she called ******** on August 10, 2022 and was made aware that her claim had been denied. She also requested a copy of the dispute documentation and ******** stated it would take 12 business days to receive the information.
  A new card to replace the closed card has not yet been received.
  
  Ms. *****’s desired resolution is to be refunded.  We have reviewed the Account history during the time in question. Key findings are summarized below.
  
  On May 23, 2022, ******** received a call from Ms. *****, where she reported two transactions totaling to $706.00 as unauthorized. The call was transferred to the Disputes Department; however, it appears that the call disconnected. ******** received a second call from Ms. ***** on May 24, 2022, the call was successfully connected to our Dispute Department and a claim was filed. During this call Ms. ***** was advised that the dispute investigation could take up to 45 days to resolve and was advised to complete the dispute form. There was no mention of a 90-day timeframe or that an update would be provided by the 45th day. 
  
  On May 26, 2022, Ms. *****’s dispute investigation was completed as no error found.  A final letter notifying her of the outcome was mailed to her the same day.
  
  On June 27, 2022, ******** received an email from Ms. ***** inquiring about the dispute claim, ******** called Ms. *****; however, they were unable to reach her.  An email response was sent asking her to contact ********.
  
  On August 10, 2022, ******** spoke to Ms. ***** and she was advised of the denial of her claim. Ms. ***** requested the denial letter to be remailed to her, the letter was remailed on August 11, 2022. Average mail time is generally 7-10 business days; however, it can take longer depending on the **** delivery time to her area. 
  
  
  On August 15, 2022, ******** rereviewed Ms. ***** dispute claim and stand behind their denial decision.
  
  On May 23, 2022, Ms. ***** also notified ******** of an address change and she was told that a replacement card could not be processed as address verification documentation was required. 
  
  On May 24, 2022, ******** received and reviewed documentation; however, the documents were insufficient, and Ms. ***** was asked to submit the outstanding documents, no other documentation was received. 
  
  On August 17, 2022, ******** sent a replacement card to Ms. *****.  She can expect the card to arrive in approximately 14 business days depending on mail delivery to her area.
  
  CBKC and ******** sincerely apologize for the frustration and inconvenience this matter may have caused Ms. *****.  We trust the information provided satisfies Ms. *****’s inquiry and demonstrates that ******** and CBKC thoroughly investigated the complaint.  Should Ms. ***** require any additional information, please contact ****** ****** directly at ******** at *************
  
  Sincerely,
  
  
  Central Bank of Kansas City

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a tittle loan and I ended up getting Covid and hospitalized. Once I got realeazed I notice all my money was gone I called the company and filed a dispute the return the final decision 2 day after saying it was me doing the chase germs. I told them impossible that me being in the hospital could travel 3 state and the a proper investigation would take more than 2 days

  Business response

  07/25/2022

  July 25, 2022
  ****** ******** ****** **** * **** ****** ****** ***** ** *****
  
  RE: ****** ****************** *** ********
  
  Dear Bureau Representative,
  
  On July 11, 2022, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced complaint filed by ****** ************** with the Better Business Bureau (BBB). 
  
  Ms. ************** has a ******** ******** ******** Deposit Account (the “Account”) issued by CBKC.  Based on the complaint documentation, Ms. ************** stated the following:
  
  She stated that she filed a dispute for unauthorized charges. She went on to state that she was hospitalized with COVID at the time the unauthorized activity took place.
  She states that a proper investigation should take longer than two days.
  
  Ms. **************’s desired resolution is to obtain a refund for the unauthorized transactions.  We have reviewed Ms. **************’s Account history during the time in question. Key findings are summarized below.
  
  On April 18, 2022, Ms. ************** called to report eight (34) unauthorized transactions for multiple merchants totaling $2,143.83.A dispute case was opened the same day. Ms. ************** was provided scripted information regarding the dispute process. She was advised a written dispute form would need to be received within 10 Business Days (BSD) (May 02, 2022) to be eligible for provisional credit while the case was being investigated. The dispute form was received on 04/21/22.
  
  Since the Account is new, the date she was eligible to receive the provisional credit was on or before May 16, 2022, (20 BSD after verbal notification) if the dispute case could not be completed by that date.  Ms. ************** was also advised that it could take up to 45 days (06/02/22) for the investigation to be completed.   
  
  Again, since Ms. ***************s Account was considered a new account at the time the dispute was made (the transactions she disputed took place within 30 days of the first funds load), the said timeframe under Regulation E for the Account to be provided provisional credit to be applied is 20 business days (04/18/22 + 20 BSD=05/16/22).  Provisional credit is provided while the investigation is continuing to be investigated.   Again, Ms. ************** was also advised that it could take up to 45 days (06/02/22) for the investigation to be completed.  
  
  The time it takes for a dispute investigation to be completed can vary and are dependent on many factors. The investigation started the day Ms. ************** reported the unauthorized transactions (04/18/22), even though the dispute form was not received until 04/21/22.The date the investigation was completed was on 04/25/22.This is 7 days and is not an uncommon timeframe.
  
  On April 25, 2022, the dispute investigation was completed, and no error was found.  A final letter was mailed to Ms. ************** to advise her of the outcome of the case. Note, the investigation was completed before (04/25/22) the provisional credit was due (05/16/22), so no provisional credit was due.  The reasons the claim was denied are detailed further below. 
  
  On May 8, 20222, the ******** Dispute Department spoke with Ms. **************, and she was advised that no error was found in the case and that she could provide a rebuttal letter explaining the reason she did not agree with the final decision of the dispute.  She was advised additional documentation to support her claim would also need to be provided. 
  
  On June 14, 2022, Ms. ************** called to speak to the ******** Dispute Department.  The line was busy. 
  
  On June 30, 2022, Ms. ************** called the ******** Dispute Department for an update on the status case.  The Agent advised that the case had been denied on 04/25/22 and if she did not agree with the investigation decision, she would need to provide a rebuttal letter. 
  
  On July 6, 2022, the rebuttal letter was received. 
  
  On July 8, 2022, the case was reviewed, and it was again determined that no error was found.  A letter was mailed to Ms. ************** the same day to notify her of the decision of the rebuttal case. 
  
  On July 13, 2022, Ms. ************** was also sent a letter and documentation which contained the detailed information on why the case was denied.  The reasons the claim was denied was based on the following findings:
  
  Investigator called the merchant (*******) and was able to confirm that Ms. ************** participated in the transaction. Per *******, she checked in on 04/12/22 and checked out on 04/13/22.The $147.48 ****** transaction was for a one-night stay at the hotel.

  
  Ms. **************’s Name, email address and phone number matched with ******** records.

  
  Transactions happened within the vicinity of Ms. ************** (33-42 minutes away by car).

  
  Ms. ************** stated that the card was stolen, however there were card present transactions that took place after the last disputed transactions.
  
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused Ms. **************.  We trust the information provided satisfies the inquiry and demonstrates that CKBC and ******** thoroughly investigated Ms. **************’s complaint.
  
  Sincerely,
  
  Central Bank of Kansas City

  Customer response

  07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:if the bank really did what they said the did they would know I am not a female I am a male that is an insult and a disrespect. 
  
  Regards,
  
  ****** **************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tired of going back and forth with them I want my money returned to my card it has been past 10 business days I sent in my dispute form and I need my provisional credit asap this is some ******** someone hacked my accounts and stole my phone and stole my money . I am tired of calling and arguing about my money that is not free return my money please !!!!!!

  Business response

  05/26/2022

  May 26, 2022
  
  ****** ******** ****** **** * **** ****** ****** ***** ** ***** *** ********** ************ *** ********* ********* ********
  
  Dear Bureau Representative,
  
  On May 16, 2022, Central Bank of Kansas City (CBKC) received notice regarding the first two (2) above-referenced complaints (********, ********) filed by ********** ******** with the Better Business Bureau (BBB).  On May 20, 2022, CBKC received the third complaint (********) referenced above.  All three complaints are for the same matter; this response covers all of them.    
  
  Ms. ******** has a ******** ******** ******** Deposit Account (the “Account”) issued by CBKC.  Based on the complaint documentation, Ms. ******** stated the following:
  
  She stated that she filed a dispute on May 4, 2022 due to fraudulent charges on her Account totaling $1,307.19.  She indicated family members stole her ******** card and phone.    
  She also stated she was advised that if she provided a dispute form to ******** within ten (10) business days she would be eligible for provisional credit within ten (10) business days.   
  
  Ms. ********** resolution is to obtain a refund for the full amount disputed. We have reviewed Ms. ********** Account history during the time in question. Key findings are summarized below.
  
  On May 4, 2022, Ms. ******** called to report eight (8) unauthorized transactions totaling $1,307.19 (merchant *******).  A dispute case was opened for the eight (8) unauthorized transactions.  Ms. ******** was provided scripted information regarding the dispute process.  She was advised a written dispute form would need to be received within 10 Business Days (BSD) (May 18, 2022) to be eligible for provisional credit while the case was being investigated.  Ms. ******** requested the dispute form be sent via email.  Since Mr. ********** Account is new, the date she was eligible to receive the provisional credit was on or before June 2, 2022, (20 BSD after verbal notification) if the dispute case could not be completed by that date.  Ms. ******** was also advised that it could take up to 90 days (08/02/22) for the investigation to be completed.    
  
  Again, since Ms. ********** Account was considered a new account at the time the dispute was made (the transactions she disputed took place within 30 days of the first funds load), the said timeframe under Regulation E for the Account to be provided provisional credit to be applied is 20 business days (05/04/22 + 20 BSD=06/02/22).  Provisional credit is provided while the investigation is continuing to be investigated. 
  
  Please note 10 BSD from the time dispute was opened is as follows:  05/04/22 + 10 BSD= 05/18/22, this is when the dispute form needed to be received in order to be eligible for provisional credit.   Please note 20 BSD from the time was dispute was opened is as follows: 05/04/22 + 20 BSD= 06/02/22, this is the date the provisional credit was due to be provided if the investigation was not completed before this date. 
  
  On May 07, 2022, multiple dispute forms were received from Ms. ******** via fax. The case was ongoing and continued to be investigated.  
  
  On May 10, 2022, Ms. ******** called the ******** Dispute Department to check for an update on the dispute case.  The Dispute Agent advised Ms. ******** that the dispute form had been received and the case investigation was ongoing.  She was advised she would be eligible for provisional credit on or before 06/02/22 and the full investigation could take up to 90 days (08/02/22). 
  
  On May 17, 2022, the dispute investigation was completed and no error was found.  A final letter was mailed to Ms. ******** to advise her of the outcome of the case.
  
  On May 23, 20222, the ******** Dispute Department spoke with Ms. ******** and she was advised that no error was found in the case and that she could provide a rebuttal letter explaining the reason she did not agree with the final decision of the dispute.  She was advised additional documentation to support her claim would also need to be provided. 
  
  In review of the dispute case and facts on Ms. ********** account, the dispute case was handled within the correct timeframes allowable under Regulation E.  Since the investigation was completed on 05/17/22, which was before the date when provisional credit was due (06/02/22), therefore no provisional credit was required to be provided. If Ms. ******** has further questions, she is encouraged to call ******** to discuss her questions.  She can submit a rebuttal via fax if she has any new/additional information to provide for the case (i.e. police report regarding the theft of phone and card). 
  
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused Ms. ********.  We trust the information provided satisfies the inquiry and demonstrates that CKBC and ******** thoroughly investigated Ms. ********** complaint.
  
  Sincerely,
  
  
  Central Bank of Kansas City

  Customer response

  05/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ********** ********

• Initial Complaint

  01/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 28,2022 I had fraudulent charges on my card. I have called this back numerous times, only to be told a different story each time. They have told me that I'm no longer eligible to get my money back, i told them that's not legal. Then they said it's under investigation, and it will be 90 days before the " investigation" is complete. I am fed up with the lies and unethical practices. I want my money back.

  Business response

  01/18/2022

  January 18, 2022
  
  ****** ******** ****** **** * **** ****** ****** ***** ** *****
  
  RE: ***** **** **** *** *********
  
  Dear Bureau Representative,
  
  On January 17, 2022, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced complaint filed by Ms. ***** **** with the Better Business Bureau (BBB). 
  
  Ms. **** has a ******** ******** ******** Deposit Account (the “Account”) issued by CBKC.  Based on the complaint documentation, Ms. **** stated the following:
  
  She stated that on December 28, 2021, she had fraudulent charges on her Account. She indicated she called ******** numerous times regarding the charges and was told a different story each time.
  She also stated she was told she was no longer eligible to get her money back and that the case is under investigated and can take 90 days for the investigation to be complete. She indicated she is fed up with the lies and unethical practices.
  
  Ms. ****** desired resolution is to obtain a refund for the fraudulent charges.  We have reviewed Ms. ****** Account history during the time in question. Key findings are summarized below.
  
  On December 28, 2021, Ms. **** called to report three (3) unauthorized transactions totaling $1,200.00 (merchant **** ********* **** for $500.00, merchant ******** for $500.00, merchant ******** for $200.00).She was advised that the transactions were still pending and she needed to call back to file a dispute after the transactions settled. The agent also confirmed that the Account had been cancelled due to the unauthorized activity and suggested she go to a ******** store for a temporary card to have access to funds.
  
  On December 29, 2021, Ms. **** called ******** customer service twice while at a ******** store for assistance with linking the temporary card. The agent advised a new permanent card had been sent.  Ms. **** mentioned wanting it sent to her father’s address and the agent advised verification documents would need to be provided to a different address.  It appears there were issues with the customer hearing the agent and the call was disconnected.
  
  On December 30, 2021, Ms. **** spoke to the Dispute Department.  A dispute case was opened for the three (3) unauthorized transactions noted above totaling $1,200.00.  A dispute form was sent to Ms. ****** email address as requested. She was advised that in order to qualify for provisional credit, the dispute form would need to be received by ******** within 10 Business Days (BSD). Please note 10 BSD (12/30/21 + 10 BSD= 01/13/22). Ms. **** was also advised that it could take up to 90 days for the investigation to be completed.     
  
  On January 3, 2022, the Dispute Department initiated a chargeback to the merchant(s) involved to give them the opportunity to provide proof that the transactions were unauthorized. Please note, the merchant(s) have 30 days to respond to the chargeback. The case is ongoing.
  
  On January 16, 2022, Ms. **** called ******** customer service for an update on the dispute case and advised the agent that she never received the dispute form. Ms. **** was transferred to the Dispute Department. The Dispute agent advised her that she was no longer eligible for provisional credit since a dispute form was not received by January 13, 2022.Ms. **** was also advised that the dispute case was still ongoing and could take up to 90 days from the time the case was opened to be completed. The same day Ms. **** filed a complaint with the BBB.
  
  On January 17, 2022, CBKC received the complaint Ms. **** filed with the BBB. We have reviewed the Account and the calls leading up to the complaint and concluded Ms. **** was provided accurate information.  Since the dispute form was not received within the established 10 BSD timeframe, provisional credit was not provided.  This is correct and in accordance to Regulation E.  In addition, the merchants have 30 days (February 3, 2022) to respond to the chargebacks. Please note, even though the dispute form/written confirmation was not received, the case has continued on MS. ****** behalf and it can take up to 90 days (12/30/21+ 30 Days=03/30/22) to be resolved.  More than likely, it will be resolved before this date.  Once the case is resolved, Ms. **** will be sent a final letter notifying her of the outcome of the dispute investigation.            
  
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused Ms. ****.  We trust the information provided satisfies the inquiry and demonstrates that CKBC and ******** thoroughly investigated Ms. ****** complaint.
  
  Sincerely,
  
  
  Central Bank of Kansas City

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They issued my ****** * **** Rewards **** Debit Card. Filled dispute case #******** on 09/15/21 at ************ which is the number on the back of the card. It was supposed to be solved within 90 days. Called 11 times, spoke to several representatives (including 2 supervisors) wasted hours of my time and energy and it is still not solved. Their investigation team never leave any updates. They keep escalating the issue and saying their supervisor would call me back but nobody ever did. Filled a complaint with their customer service against their Dispute Department and one more time nobody called me in that regards. Tried getting in touch with the bank through their online form on 12/23/21 but no response till this day. Also tried contacting the bank's Central Payment department today at ************ but it is impossible to be connected to human, left them 2 voice messages already. The lady answering their customer service number at ************ is rude, impatiente and unprofessional, doesn't even let you speak.

  Business response

  01/19/2022

  January 19, 2022
  
  *** ******* ******* ****** **** **** * **** ****** ****** ***** ** *****
  
  RE: ******** ****** ********* ** ********
  Dear Bureau Representative,
  
  On January 7, 2022, Central Bank of Kansas City (“CBKC”) received notice regarding the above referenced complaint filed by Ms. ******** ****** with the Better Business Bureau (BBB). 
  
  Ms. ****** has a ************ ******* ******* ***** Incentive Card (the “Account”) issued by CBKC.  Based on the complaint documentation, Ms. ****** stated the following:
  
  She states she filed a dispute on September 15, 2021, for a purchase she made; however, the merchandise was never received. She indicates no update has been received on the status of the dispute case.
  She also indicates she has tried contacting CBKC via various phone numbers and either could not get through or received no help.
  She also attempted to contact CBKC via the online form and no response has been received.
  
  Ms. ******’ desired resolution is to obtain a refund for the purchase and additional compensation for wasted time and stress.  We have reviewed Ms. ******’ Account history during the time in question. Key findings are summarized below.
  
  On September 15, 2021, Ms. ****** filed a dispute with the Dispute Department for a purchase made from the merchant *** ******** for $19.89 with a transaction date of August 21, 2021.The dispute was filed due to “Non Receipt of Goods”.  A dispute form was sent to Ms. ****** via e-mail and she was also advised that since she had problems receiving the dispute form that she could send a statement in her own words in lieu of the dispute form.  Written Documentation was never received from Ms. ******.  Even though a dispute form or written statement was not received from Ms. ******, the case investigation continued.  Please note, this type of dispute (Non Receipt of Goods) does not fall under Regulation E; therefore, no provisional credit was due and the usual Regulation E timeframes do not apply.  Ms. ****** was incorrectly advised that it could take 90 days to resolve the dispute (approximately 12/15/21).
  
  On January 11, 2022, the case investigation was completed and an error was found.  Since the case was found in Ms. ******’ favor, a credit for $19.89 was posted to her Account.  On the same day, a final letter was mailed to Ms. ****** notifying her of the outcome of the case. Note:  Since the dispute type does not fall under Regulation E, MS. ****** was given incorrect information (case would be resolved in 90 days).  However, the processor makes every attempt to resolve all claims within the Regulation E timeframes. Unfortunately, this case took longer than 90 days to resolve.
  
  On January 14, 2022, CBKC called Ms. ****** and left a voicemail message to confirm if she had an active card in her possession or if a new card needed to be sent out and to advise her that the dispute had been resolved and the funds for $19.89 are available on her Account. 
  
  On January 18, 2022, Ms. ****** called CBKC back and spoke to the customer service Manager.  She verified she had the card in her possession and is aware that is expires at the end of March 2022.  She confirmed she will use the funds prior to expiration date and call the manager back on the direct line provided if she has any further issues.  
  
  CBKC apologizes that Ms. ****** states her calls were not received or that she was not helped; however, we are committed to responding to all customer service calls and take great measures to audit our processes. We will address the concerns with the agents involved and review with them our expectations of quality customer service and professionalism.
  
  CBKC checked the online form and does not see an e-mail from Ms. ****** on the date indicated or any other date. We apologize the communication was not received; we will research to see if there is any technical issues with the form.
  
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused Ms. ******.  We trust the information provided satisfies her inquiry and demonstrates that CBKC thoroughly investigated Ms. ******’ complaint.  If she has further questions, Ms. ****** should contact customer service at the number on the back of the card ****************.
  
  
  Sincerely,
  
  
  Central Bank of Kansas City

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased concert tickets with this card they said they would give us a credit on our card after filing a dispute!! Has been nothing but our investigation team. Will look into it they lie about everything we just want our money refunded and will never use this again!!!!! Customer service is a Joke can’t understand most of the people you speak with. Don’t know what else to do but get an attorney involved garbage business and total scam with getting your money

  Business response

  11/12/2021

  November 12, 2021
  
  Better Business Bureau
  **** **** ******** ***** *** ****** ***** ** *****
  RE: ******* ********* *** ********
  Dear Bureau Representative,
  
  On November 3, 2021, Central Bank of Kansas City (CBKC) received notice regarding the above-referenced complaint filed by Mr. ******* ***** with the Better Business Bureau.  Mr. ***** has a ******** Universe SilverTM Deposit Account (the “Account”) issued by CBKC.  Based on the complaint documentation, Mr. ***** stated he filed a dispute for a transaction because the merchant did not process a credit as expected.  He further stated he has not received satisfactory help from customer service.  He is requesting a refund to his Account.  We have reviewed Mr. ******* Account history during the time in question. Key findings are summarized below.
  
  On June 13, 2021, a purchase for $248.31 from the merchant ************ ***** ************** ** ** settled on Mr. ******* Account. 
  
  On October 18, 2021, Mr. ***** filed a dispute for the $248.31 purchase, indicating that a credit was not posted/issued by the merchant.  Notes on the account indicate that he told the Dispute Agent he was expecting a merchant credit for the full amount on or around October 8, 2021.  He stated he was not allowed to enter the event since he did not bring proof of a COVID vaccination to the concert.  Notes also show Mr. ***** tried several times to call the merchant, however there was no answer or he was left on hold.  Mr. ***** also stated he had an e-mail regarding insurance he purchased entitling him to a full refund.  The agent sent a dispute form to Mr. ***** via email.  He was advised the dispute form would need to be received within 10 business days (November 1, 2021) to be eligible for provisional credit.  He was also advised it may take up to 90 days to fully resolve his claim.
  
  On October 19, 2021, the Dispute Department initiated a chargeback to the merchant to give the merchant a chance to respond as to why the credit was not processed. A letter was also sent to Mr. ***** requesting additional information.  As of the date of this letter, no response has been received from Mr. ***** for the additional information requested and the chargeback case is still ongoing.  The merchant has until November 19, 2021 to respond to the chargeback. 
  
  On October 22, 2021, Mr. ***** called the Dispute Department to check the status of the case and stated he had already faxed the dispute form.  The Dispute Agent advised him that the dispute form had not been received and was told to resend it. Notes indicate that Mr. ***** agreed to resend his form. 
  
  On November 1, 2021, Mr. ***** called the Dispute Department to check the status of the case and the status of the provisional credit.  Notes indicate that Mr. ***** stated he sent in the dispute form several times.  The agent advised him that the provisional credit would be provided on November 1, 2021.  This date would have been accurate had the dispute form had been received in a timely manner.  
  
  On November 3, 2021, Mr. ***** called and spoke to a Supervisor.  Mr. ***** stated that he has receipts for the faxes that he sent proving he sent in his dispute form in October.  The supervisor provided a fax number so that Mr. ***** could send in the receipts. The supervisory further informed Mr. ***** that the information would be provided to the Dispute Department but made no promises that it would be enough for the provisional credit to be applied to the Account.  As of the date of this letter, ******** has not received any documentation from Mr. *****. 
  
  In summary, ******** is attempting to recover the funds from the merchant (via a chargeback issued).  The merchant has until November 19, 2021 to respond.  If the merchant does not respond, the dispute can be finalized in favor of Mr. ***** and he can expect to see the credit on his account.  If the merchant denies ********** attempts at recovering the funds, ******** will also notify Mr. ***** immediately. For this reason, he was advised that that his investigation may take up to 90 days (January 16, 2022) because ******** will continue to investigate and exhaust every effort to recover the funds on his behalf.  He may also continue to contact the merchant directly to attempt to expedite any credits due to him.
  
  CBKC sincerely apologizes for the frustration and inconvenience this matter may have caused Mr. *****.  We trust the information provided satisfies the inquiry and demonstrates that CKBC and ******** thoroughly investigated Mr. ******* complaint.
  
  Sincerely,
  
  
  Central Bank of Kansas City

*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. ↩