Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Following an unfulfilled order with *********** on October 12, 2024, for which I was charged $8.39, I contacted my credit union to dispute the charge. The order was placed through the *********** mobile app, but when I arrived at the restaurant, I was told they could not fulfill my order as none of the items I had selected were available. When I requested a refund, *********** employees said they could not process one on-site and directed me to contact corporate, though no direct customer service number was provided for this purpose. After my unsuccessful attempts to reach *********** corporate, I turned to my credit union to dispute the charge, as is my right under the Fair Credit Billing Act (FCBA).Upon explaining the situation to the credit unions customer service representative, I was met with a dismissive and presumptive response. The representative immediately assumed I had not attempted to resolve the issue with ***********, stating that I needed to address the issue with the merchant before they could assist with my dispute. I explained that I had made every attempt to resolve it with *********** but was unable to reach a representative. Despite this, the representative maintained a condescending tone.The representative then placed me on hold, saying they would look into what could be done. After about 10 minutes, I was disconnected from the call with no follow-up, leaving me feeling disregarded and unsupported by my credit union.Under the ****, financial institutions are required to investigate and resolve disputed charges for services or goods not received. The credit unions failure to take my dispute seriously and its lack of follow-through constitute a violation of my rights as a consumer under this federal law. Additionally, the representatives handling of my call was both dismissive and unprofessional, adding unnecessary stress and frustration to an already difficult situation.

  Customer response

  11/29/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For a long period of time, I had a savings and checking account with New **********************. My income for the last several years has been only Social Security Disability, which is exempt by Federal law from garnishment or encumbrance (with only 6 clearly defined exceptions, none of which are applicable here). Approximately November of 2021, I had a situation where my account was accessed without my permission and money was stolen from my account fraudulently. The money was apparently stolen through Facebook.I alerted New Dimensions as soon as I became aware of the theft and they eventually addressed the problem.In about January - February 2022, the problem happened again, but this time through an app called Venmo. I reported it to New Dimensions and they were reluctant to investigate it, insinuating and accusing me of being behind the unauthorized transactions.I continued to have unauthorized transactions take money from my New Dimensions accounts, and New Dimensions got more reluctant to help me with each instance. In August 2022, after another run of unauthorized charges from my account, this time through an app called Cash App, I reported the unauthorized transactions to New Dimensions and asked them to change my account numbers. It was clear that someone had my actual account numbers and was using them with a new app every few months to steal money from me. New Dimensions refused my request to change my account numbers and refused to investigate or properly credit me for the unauthorized transactions. Because New Dimensions was refusing to address the multitudes of fraudulent transactions taken from my accounts, I was forced to get a new account with another financial institution and get my monthly Social Security Disability payments there.On May 29, 2023, I accidentally transferred $650 to my old account with New ********************** using an app. New Dimensions accepted the transfer on my closed account and now refuses to return the money I accidentally sent.

  Business response

  07/06/2023

  Notes on this account indicate that this situation was resolved by the call center on 06/15/2023.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 21st, 2022, I learned that my debit card had been used fraudulently many times deducting from my account over $500. I immediately called New Dimensions and spoke with "******". I explained my discovery and told her that the charges were fraudulent. Instead of acting appropriately by cancelling my debit card and noting the charges as fraudulent, ****** told me I had to deal with the problem myself by contacting the company which had processed the fraudulent transactions. I tried to distinguish this situation - multiple instances of fraud - with instances where a customer has a dispute with a business over an order that the customer placed. In cases where the customer has a dispute with a company, then it's appropriate for the bank to have the customer contact the business to try and resolve the dispute first. However, in cases of fraud, the appropriate response is to disable the card immediately so that no further fraudulent charges could be levied against the card. ****** refused to block my card and maintained her mistaken position. I asked a few more questions that ****** refused to answer. When I pressed her for a response, she told me I had to talk to her manager and put me on hold abruptly. I waited on hold for well over 20 minutes, and past 5 pm, when it became clear that ****** had no intention of passing my call to another person. I hung up, knowing that all employees leave promptly at 5 pm. My card was fraudulently used several more times after my call with ****** at New Dimensions. These additional fraudulent charges could have been blocked had ****** disabled my card when I first called to report the fraud. New Dimensions has also levied fees against my account for these fraudulent charges. These fees are both improper and unlawful pursuant to federal law.

  Business response

  09/27/2022

  The Credit Union will reach out to the member to resolve the issue.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4th, 2022, I placed an order online for items that, at the time of ordering, were said would ship in May, as late as May 31st. Subsequent to placing this order, I saw reviews about the business that we're from other customers who never received their items. At the end of the April 2022, I called New Dimensions and told them I wanted to put a hold on the payment for my order until I received it. The person I spoke to told me I had to wait until after May 31st in order to give the merchant the opportunity to ship the items. They told me I was contacting them too early, and because the shipping date was noted as late as May 31st 2022, they would be unwilling to accept any complaint regarding my transaction until after that date.May 31st came and went, and I did not receive my order. I called New Dimensions about the first week of June, 2022, and again try to initiate a complaint. At this point, the person I spoke to told me that it was too late to file a claim, that I needed to do so within 120 days of the transaction. I explained to this person that I had already spoken to somebody before the 120 days had run out, and they're the ones who advised me to wait longer than 120 days. The employee told me they would look into it further and get back to me. As of today, August 29th 2022, they have not gotten back to me. Nor have I received my order.

  Business response

  09/12/2022

  The Credit Union will reach out to the member to resolve the issue.

*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. ↩