Credit card -- Problem with a purchase shown on your statement -- Complaint #17839201

Complaint Overview

Complaint ID: 17839201

Company: Mercury Financial Intermediate LLC

Product: Credit card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: Rhode Island

ZIP Code: 029XX

Date Received: 2025-11-23T12:00:00-05:00

Date Sent to Company: 2025-11-23T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

This complaint concerns XXXX Banks failure to comply with federal consumer-protection obligations and network chargeback rules when handling my earlier merchant-misrepresentation dispute related to XXXX XXXX. XXXX improperly denied my dispute based solely on the Regulation Z 60-day billing error window, despite the fact that my dispute was not filed as a Regulation Z billing-error claim. It was filed under Merchant Misrepresentation, governed by XXXX XXXX Rules, Dispute Condition 13.5a category not subject to Regulation Z timing restrictions. Regulation Z ( 12 CFR 1026.13 ) applies only to unauthorized use and specific billing errors. It does not preempt or override card-network merchant-misconduct rules. XXXX reliance on Regulation Z timing is therefore legally incorrect and constitutes a misapplication of federal law. The core basis of my dispute is merchant misconduct : I submitted self-exclusion requests on XX/XX/XXXX and XX/XX/XXXX. The merchant acknowledged receipt of these requests. The merchant failed to honor the exclusion, leaving the account open. The merchant continued sending targeted promotional inducements, after acknowledging the exclusion, specifically designed to prompt additional gambling deposits. These inducements directly produced the two disputed XX/XX/XXXX transactions. This conduct constitutes : Misrepresentation Deceptive inducement Failure to honor responsible-gaming obligations A violation of the merchants own stated terms Abuse of a known vulnerability These fall squarely within XXXX Reason Code 13.5, which covers misrepresentation and deceptive practices. XXXX rules do not require an unused portion when the underlying dispute concerns merchant deception, violation of disclosed terms, or failure to honor a program obligation ( such as self-exclusion ). XXXX investigation was neither reasonable nor compliant with : XXXX XXXX Rules ( Dispute Management Guidelines ) CFPB requirements for a reasonable investigation The banks own duties under its issuer agreement with XXXX XXXX wholly failed to address : The self-exclusion documentation The merchants acknowledgment The failure to act on the exclusion The promotional inducements sent afterward The causal relationship between the misconduct and the transactions By ignoring all evidence and applying an irrelevant statute, XXXX failed to perform the investigation required under CFPB standards, violated card-network chargeback requirements, and deprived me of the dispute rights available under XXXX Rule 13.5.

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