You mean what do you do if someone knowingly lies in order to continue fraudulently charging you for something? Sounds like a crime to me.

But more realistically, at that point you've already filed a claim with the CFPB so who cares what they say? It will get settled one way or the other.

We live in a world of spam filters. Email is not a reliable delivery system. "I didn't see it" is always plausible when dealing with emails.