Complaints

This profile includes complaints for Prepaid2Cash Holdings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prepaid2Cash Holdings

  PO Box 2407 Birmingham, AL 35201-2407

  
• 

  Prepaid2Cash Holdings

  351 24th St N Birmingham, AL 35201-5001

  

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.

• Initial Complaint

  Date:05/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I entered a transaction on 5/11 and it came up with a message stating there was an error message. However, P2C still took my $195 balance as pending. This transaction is still showing pending as of today, 5/16 even though there is no record of it on my profile and according to them it was 'rejected' by their system. It is now 5 days later and the charge is still showing as pending for something that according to them was rejected by their system. Yes, I have contacted them several times and keep getting some generic answer that has nothing to do with the problem I have. I need P2C to fix the issue on their end or issue a credit. To me this is stealing. Especially when they have no record of the transaction in their system and it was rejected. How can a company take money for a transaction that did not even go through.....

  

  Business Response

  Date: 05/16/2023

  Hello,

  We apologize for the confusion. Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.
  
  Thank you,

  The Prepaid2Cash Team

  Customer Answer

  Date: 05/17/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It had been 7 days tomorrow and the charge is still pending. 
  
  
  
  Sincerely,
  
  
  ******* *********

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I highly doubt P2C is "looking for a resolution" to this, as if they were looking for a resolution, they would have done so by answering my email and treating me like a person, in the first place, instead of sending me canned emails and treating me like a criminal.I used the P2C service without incident for a few years. My wife, as well also used their service. Seeing as how we are married and in the same house, neither of us thought it was a big deal to use each others devices if we had trouble getting a card to scan (she used android, I used iphone). First, we got dinged for this and I was accused of having a "duplicate account". Despite my trying to explain it was my wife and we occasionally shared devices, there was no exception and her account was terminated. Later, she opened a new one, and things seemed OK for a bit (I made very sure that neither of us touched each others phones after that incident) when suddenly out of the blue both our accounts were locked out. When I contacted their support I was told it was because I/we were suspected of "fraudulent activity" - although P2C support would not say what that was, and of course, they "don't communicate with people suspected of fraud". I highly encourage people to not deal with such a high and mighty company that can't be bothered to deal with such common folk as us.

  

  Business Response

  Date: 03/24/2023

  Hi ****,

  If you receive an email or error message that your account has been disabled, its likely due to one of the following reasons:

  Duplicate Account:
  
  Prepaid2Cash users are only allowed to have one active Prepaid2Cash account. If we find that you have created multiple accounts, we will disable duplicate accounts.
  
  Account Phone Number:
  
  If the phone number you used to create your Prepaid2Cash account is not your mobile phone number, your account will be disabled. All Prepaid2Cash accounts must be tied to a valid US mobile phone number. 
  
  Suspected Fraudulent Activity:
  
  If we detect possible fraudulent activity on your Prepaid2Cash account, or any activity that violates our terms of service, we will disable the account.
  
  
  In order to eliminate fraudulent activity, the Prepaid2Cash team is unable to communicate with owners of fraudulent accounts. We will not honor any requests for details on the fraudulent activity or any requests to activate the disabled account(s).

   

  Thanks, 

  The Prepaid2Cash Team

  Customer Answer

  Date: 03/24/2023

  Complaint: 19846447
  
  I am rejecting this response because:
  
  This is exactly the same response I was given by email. After I pressed the issue I was given this additional response from the prepaid2cash helpdesk:
  
  "If a Prepaid2Cash account is suspected of fraudulent activity, the account will be immediately disabled and all communication with the account owner will be discontinued. "
  
  I am saying, you are entitled as a company to have that as your policy. There is nothing I can do about that. I do not, however have to accept that in my complaint. I am stating that it is my professional opinion, that the way prepaid2cash handles these situations, is not only unacceptable, but abhorrent, and a model of what not to do, to other companies. Let this be an example to other businesses that come to the BBB seeking examples of what to do / not to do, as a big NOT to do. In this country, we are a nation founded on the principles of innocent until proven guilty. Well, according to prepaid2cash, you are simply *********** because "they say so" and elected themselves judge, jury and executioner. I find their business policies disgusting.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I cant believe I used this service put trust into this company. They have given me nothing but false information in regards to my transaction. I went through their process and they took $500 from me and they advised that the transaction was approved and that I would get my money by ***** but that never happened. I received emails indicating my funds were sent to my Venmo which never happened and they even included a confirmation number on the email received. But immediately after that email received then I got another email saying the transaction was rejected by their system and it was up to my gift card provider to be able to re-input the money they withdrew in 5-7 days. This company is misleading and this is a clear example to not trust sites like this. I have emailed them proof of everything that shows the transaction was approved to them email me confirmation but their response is they will get back to me. This company does not have a phone number and this is the reason they dont based on what explained. I have proof of every email sent to me from this company and they took my money leaving with hope that they would honor the exchange for them to send me my money based on how their company is advertising but this never happened.

  

  Business Response

  Date: 01/30/2023

  Hi *****,

  Per our Terms of Service, until your transaction is reviewed, the funds subject to the Hold will not be available to you for other purposes. In the event either you or we decide not to consummate a transaction, the Hold will be canceled, and funds will be returned to your card.

  Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.

  Thanks,

   The Prepaid2Cash Team

   

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I had my **** gift card stolen. It was redeemed on your site on 1/23/23.I would like my money returned. How do you verify ownership of the card. You are aiding and abetting criminals.The transaction was PHIRCSOLNS484729939

  

  Business Response

  Date: 01/30/2023

  Hi *******,

  Thank you for reaching out to inform us of this information as we take fraud very seriously. Can you please reach out to us at *********************************** We will need some more information from you so we can locate this transaction and suspend the user.

  We look forward to hearing from you! 

  The Prepaid2Cash Team

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18944506
  
  I am rejecting this response because: It is ongoing. They have requested I contact their support department.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/01/2023

  Hi *******,

  Thank you for reporting this information. This transaction was initiated by *************************. Unfortunately, the transaction has processed, but I have suspended the user from using our services.

  The next step is that you will need to contact **** to report this transaction.
  

  Thanks,
  

  The Prepaid2Cash Team

• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I submitted a transaction to have my funds transferred from my prepaid **** gift card to my bank account. I submitted all necessary information. Scanned my prepaid card. Scanned my drivers license and even enter my debit card info. I received an email stating it was under review. Immediately after I checked my gift card balance. They had already removed the funds from my gift card within 2 mins. When I went back to log into the app, the app gives me an error message that my account has been disabled. After emailing the company, I have only gotten automated responses. No phone number listed to contact them. So currently Im just out that money.

  

  Business Response

  Date: 01/02/2023

  Hi ********,

  Per our Terms of Service, until your transaction is reviewed, the funds subject to the Hold will not be available to you for other purposes. In the event either you or we decide not to consummate a transaction, the Hold will be canceled, and funds will be returned to your card
  

  Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.

  Thank you,

  The Prepaid2Cash Team

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18666597
  
  I am rejecting this response because:
  
  I contacted the card company which is vanilla ***** And they stated the transaction by you guys was completed and has not been reversed. 
  mad of right now the company shows no refunds made to the card either. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I sold a ************ Gift Card on 11/30 worth up to $50 and I went through all the motions for the transaction. I chose Instant Transfer and was supposed to receive $41 in return for the card. Almost immediately after I confirmed the transaction, I received an email saying that it was pending and then I received a prompt saying that I needed to confirm my identity. I did that. I used my ID and I confirmed my identity for instant transfer. Everything seemed good after that so you know I left it alone, went to sleep. Woke up to review my progress and found out that not only was my account DISABLED, but no money was transferred to my account either. This is truly a load of Bull and I WANT MY MONEY!!

  

  Business Response

  Date: 01/02/2023

  Hi ******,
  
  We apologize for the confusion. Your transaction from 2022-12-30 at 16:10:10 PST was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.
  
  Thank you,

  The Prepaid2Cash Team

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Prepaid to cash buys prepaid gift cards from the client obviously at a lower cost to what the gift card is worth... Besides the point not even super relevant... So I had a vanilla gift card ending in **** in the amount of $25 dollars and I was supposed to get paid $21.94 for it... I uploaded the gift card, they removed the entire balance for it they said your transaction has been approved should arrive in 3-4 business days. Only thing was that i ended up discovering that the account where my payment for the gift card was supposed to go had been closed without my knowledge and they said they had returned that particular payment to the sender. I tracked it down, called the gift card, called the deposit account several times, point being it could only have gone back to prepaid2cash and they didn't believe me when I was telling them this they actually said anyone can just turn around and say their payment was returned... Then after nearly a whole month they finally got back to me and said we have your returned payment and I said I know you do!!! I'd been telling for the last month that that payment was returned to you... They were very quick dismiss me. And basically made it like well you've got one time and one time only to update to a active deposit account or were just sending it out again... Not even a chance... They just sent it out again and now my $21.94 has just been sent out somewhere for at least 2 months and they've even blocked me from within the app from contacting them. So now they just got to keep themselves a $25 dollar **** prepaid gift card and me... No payment, no gift card, no apology... Just dismissed... But yet I've sold quite a few hundreds of dollars to them in gift cards. I just want either the money that is owed to me or my **** prepaid card back and because it's taken 2 months I must be compensated for the time frame and the dismissal I received as a loyal client. I proof for everything I just said here in the form of screenshots and emails.

  

  Business Response

  Date: 12/02/2022

  Hi *****,
  
  Below is the Bank Information where we sent your payment:
  
  Bank: Metabank
  Routing: 073972181
  Account: 273109754419
  Trace ID: ***************.
  
  Please verify the information is correct.  If there are any corrections needed on your account please update them in the Prepaid2Cash app.
  
  The Trace ID for your payment can be given to your bank to locate your funds.
  
  Thank you,
  

  The Prepaid2Cash Team

  
  

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  There is an ongoing unresolved issue of inconsistencies. This has happened repeatedly, no matter which card l use it is the same issue even tho l was told in an email that the issue was resolved it is not. This has happened repeatedly ove the last several weeks. So far the money was not put on hold. So l have not lost money. However, l would like an explanation as to what is going on.

  

  Business Response

  Date: 11/17/2022

  Hi Bea,

  Last week, we were seeing high decline rates for some of our prepaid card programs. This was only a temporary issue, and our development team worked to resolve this issue as quickly as possible. We are seeing better acceptance rates now, and I recommend retrying your card in the app.
  
  Please note: we accept as many gift cards and prepaid cards as possible. However, we are unable to accept 100% of all transactions due to various restrictions or limitations. Additionally, Instant payout is not available for all prepaid cards and all transactions. If your transaction can't be processed instantly, we recommend choosing a different processing method instead.

  Thank you,

  The Prepaid2Cash Team

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bea Liothake

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I bought a Vanilla Visa gift card and within the hour I have a fraudulent pending charge on the card for the full amount of the card, $250, from Prepaid2cash. I want them to refund my money.

  

  Business Response

  Date: 08/23/2022

  Hi ****,
  
  I was able to locate and cancel the fraudulent transaction; additionally, I suspended the user (Desiree Diamond) who fraudulently attempted to transfer this card. The funds could take a few days to return to the card, but in the meantime, I would contact the prepaid card issuer to see if they can issue a new card number to you since someone has the card information.
  
  Please be cautious of sharing your card information with anyone and thank you for making us aware of this fraudulent transaction so we could suspend the fraudulent user and help protect others. Let us know if there is anything else we can do to help.
  
  
  Warmly, 
  
  Prepaid2Cash 

  Customer Answer

  Date: 08/23/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ** *******