Charged full account balance instead of minimum payment on credit card. Company has still not provided an explanation as to how this happened.

Location: North Carolina

A couple of months ago, I was charged my full account balance by a major credit card company when attempting to pay the monthly minimum payment. I used the mobile app like always, and unfortunately, the charge processed with my bank despite it overdrafting me significantly due to an account setting I was unaware of. Because I did not notice the charge until it actually cleared my account, my bank was unable to help me.

I have talked to multiple customer service representatives, sent a written dispute, submitted a complaint with the CFPB, and long story short, they have not provided an explanation as to HOW this happened. There have been multiple issues here, and I have been given contradictory information by each person I’ve talked to. Today, however, I spoke with another supervisor after receiving their response from my CFPB complaint. They only responded to my concern about a refund (which was denied without explanation) and did not explain how this payment was processed.

The supervisor herself told me that they are unable to access payments made on the mobile app, and that she could not provide any further information. I asked about the dispute letter, and she confirmed it was received, but said she does not know whether or not I will get a response. She suggested I mail ANOTHER letter and should hear back within 1-10 business days. Does this violate the Fair Credit Billing Act and is there literally anything I can do?