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Business Profile

Gift Cards

Tru Universe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    For some reason I'm not able to use the remaining $54 on my gift card. I call the customer service and I just get the run around. ********* ** ***** **** **** ***** **** **** ** **. I was told in order to access this money, before I use it I need to call for the balance. I told her the recording says that I will be charged $.25 every time I check my balance. She said that recording is incorrect and I will not be charged. **** *** * *** **** ** ** ******* *** ***** * ******* *** **** *** *** **** ** **** *** ********** I also asked, why would I need to call in for my balance when I know what the balance is. She said this activates the card again and then I could use it. I also asked what was the pin number that is set up for this card because the card keeps declining. She said to use credit. I reminder her that I said I already tried this and my purchase was still declined. She ***** **** ** *** said JUST US CREDIT!! **** ****** ***** *** * ** ******* *** * ********** ********** *** ** **** ** **** ** ******** **** ***

    Business Response

    Date: 12/04/2023

    Attempted to call the cardholder at the number that is provided. She has also put a complaint on our ***** ***** account. We have attempted to get her contact information on that platform as well without response from the cardholder. When I just called at 1:30 PM EST the phone call was rejected to voicemail, I have left a detailed voicemail with my contact information. To clarify, our system does NOT charge $0.25 to check your balance through the automation. This is a free service that is available 24/7. We unfortunately cannot removed the message due to the nature of its application. The card will only work as credit for its value or less. It will not work any other way. We do not have an employee by the name Charlotte Russo, I will assume she was speaking about our Call Centre Supervisor, who i have followed up with in regards to the escalation that was issued to her. This card often in the US gets processed as Debit by merchants on a frequent basis as well it gets over authorized due to the presentation of the card by the card holder as a Gift Card. The card will not just deduct its value from the bill and ask the Cardholder to pay the difference. The amount processed must be exact and this is the importance of monitoring your balance and account if you do not use your account in one transaction. 

    Customer Answer

    Date: 17/04/2023



    Better Business Bureau:



    I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

    I called her back shortly ***** * ******** * **** **** * ******** **** ******* * *** *** ***** **** *** * ******** ******** She was able to explain to me that their system is out of date and provides incorrect information to customers. *** **** ******* ** **** **** ***** *** **** * ***** ** ************* **** **** ** *** ***** ****** ** ***** **** **** ********* ** *** **** ***** ******* *** *** **** **** **** ********** *** ******** by the end of the call we had an understanding. *** ****** ********* **** *** **** *** ****** ****** *** ******* **** *********** ** *** ****** **** ** **** *** **** **** ******* ** ***** ** ********** *** **** ** ***** ** *** *** **** **** ************ ** **** ********* **** **** ** ******* *** ******** ***** **************** ***** **** *** ******* *** ******* ******** **** ** *** ** *** ***** ********* ** ** **** **** ** *** ***** ********** I appreciated her transparency as it provided more insight, ******** **** ******* ** *** ****. She was able to unlock the card for 7 days, * ** *** **** *** *** ***** * ***** **** ****** ******* * ****** ******** ** ***** I have used the remaining balance on the card, and I am glad I am finished with this company.



    Sincerely


Tru Universe is NOT a BBB Accredited Business.

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