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:09/13/2023

  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.

  One of their customers (a scam moving brokers company) used them to send me a refund check in late May 2022. They said if there was any issue then to contact them so they can communicate with the merchant. They sent it to the wrong address and sent me an email asking for an updated address in June 2022. I sent them my updated address. They never responded and I never received the check. I reached out again in February 2023 (wish I had earlier, it slipped my mind) saying I had never received the check. They said they would follow up with the merchant and then get back to me. They never did. I contacted them again in September 2023 and they said there's nothing they can do because the merchant is no longer using their service. I discovered that the merchant is out of business. They then told me that any questions should have been directed toward the merchant and that their role was only a courtesy to confirm the mailing address, directly contradicting what they told me in June 2022. It was their job to send me the refund check and they never did. eDebitDirect positioned themselves as the middle channel between myself and the merchant, telling me to speak with them and they'd speak with the merchant, yet either never let me know the merchant never wrote a new check or never sent the check to me.

  Business Response

  Date: 09/13/2023

  ** Moving and Storage was using eDebit Direct to process their payments and on occasion refunds. In May of 2022, the merchant requested a refund to be issued to ************ and provided us with the mailing address. The refund was returned back to us as undeliverable in June of 2022. Once Mr. **** provided a new address we processed a second refund and mailed it to the correct address within the same month. We also sent another email to Mr. **** stating to inform us if he does not receive the refund within 10 days. Instead, Mr. **** sent eDebit Direct an email 8 months later informing us he did not receive his refund. Unfortunately, the merchant closed their account with eDebit Direct in November 2022 and now Mr. **** has recently found out US Moving and Storage has closed their business. eDebit Direct is not responsible for Mr. ****** delay in following up on his refund and had no role in having to follow-up with him as he is not our direct customer. All along Mr. **** had the contact details for US Moving and Storage and should have connected with the merchant directly once he realized he did not receive the refund. While we understand Mr. ****** frustration, we are unable to offer assistance regarding his refund, nor can we accept any liability related to his lack of attention in making sure he received the refund check. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20597296
  
  I am rejecting this response because:
  
  They said:
  
  ************** provided a new address we processed a second refund and mailed it to the correct address within the same month. We also sent another email to Mr. **** stating to inform us if he does not receive the refund within 10 days."
  
  This is false. I never received the refund, nor did they send such an email to me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/14/2023

  Mr. **** at any point you could have reached out to ********************* to find out the status to your refund if you felt we were not assisting you properly. ********************* communicated to us the approval for the refund and we completed that process for them and also communicated with you via email. That you took 8 months to follow-up and now the merchant is no longer in businesses is not our responsibility. 

  Customer Answer

  Date: 09/15/2023

  
  Complaint: 20597296
  
  I am rejecting this response because:
  
  As said, they did not complete the process and they did not email me to say they sent the refund. They are continuing to lie, saying that they emailed me when they didn't. It is preposterous to suggest contacting the merchant could have resolved the issue because the merchant was utilizing the services of eDebitDirect. If, as eDebitDirect claims, the merchant authorized mailing the refund check to my correct address, failure occurred on the part of eDebitDirect. I received no communication indicating they had resent the check nor given any window to let eDebitDirect know there was an issue as they did when they initially sent a check. While waiting for them to get back to me, following up slipped my mind. That does not change the fact that eDebitDirect did not do what they are claiming they did.
  
  I urge eDebitDirect to provide evidence of their claim that they emailed me to let me know they sent a new check, evidence of the merchant approving the refund to my corrected address, and evidence that they sent the check. 
  
  Sincerely,
  
  *******************