Using a debit or ATM card

I filed a dispute with my bank ( Ally Online ) regarding charges from a XXXX merchant that I requested be refunded. The XXXX merchant did not comply with the refund so I had resorted to disputing the charges with my bank. The date of the charges were on XXXX/XXXX/2016 and I contacted the XXXX merchant on XXXX/XXXX/2016 to tell them to refund me the full amount. I also contacted my bank that day to open a dispute about the charges just in case. The XXXX merchant confirmed that I would see the refund by XXXX/XXXX/2016 credited back to my account but by that day, only a portion of the full amount had been refunded. So I proceeded with pursuing the dispute through my bank and on XXXX/XXXX/2016 I was given a form to give a written account of the dispute. I completed and submitted the form on XXXX/XXXX/2016 and received no confirmation that the form was received by the disputes department ( using e-mail address XXXXXXXXXXXX ) and assumed they would contact me if and when they had or needed more information. Jumping ahead to XXXX/XXXX/2016 ( the date of this complaint ) I called to follow up and learn that they incorrectly closed my dispute because I said I was going to pursue the refund with the XXXX merchant directly. Not only is that false, but its stated right in my written form that this option was already pursued, unfulfilled, and that I expected the bank to pursue this route on my behalf. They did not issue the provisional credit back of the amount that I disputed within 10 business days of me submitting the complaint and they also incorrectly closed my dispute without any notice to me.

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