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Business Profile

Incentive Programs

Prepaid-USA
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:02/18/2024

    Type:Sales and Advertising 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.
    A former employer used this business for bulk gift cards as part of a corporate incentive/rewards program, and while the fees ate most all of the stored balance provided to my colleagues and me, the more annoying part is that at some stage I was apparently added to call/email list, and have not ceased hearing from this organization ever since. While my background is only that of a Paralegal, I know enough about the law to know that their privacy practices as outlined on their website do not match what they're actually doing (it actually states an entirely different bank/financial institution- perhaps the card issuer?) I'm not sure who is in charge at this company, but I wouldn't be surprised if they're not only not compliant with some of the practices I've outlined, but if their entire business model is in fact predicated upon such shadiness. Caveat emptor - buyer beware! Avoid this business at all costs.

    Business Response

    Date: 05/16/2024

    Our customers (business) receive a copy of the Privacy Policy which describes how we use information. Additionally, our emails allow an individual to opt out of receiving further communication from us. See attachments. The consumer should speak with their employer and request that they not volunteer their employees' email or any other information they wish to not disclose. 

  • Initial Complaint

    Date:02/14/2024

    Type:Service or Repair 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.
    I won a $100 gift card from Pepsi. Its issued from www.prepaid-usa.com I activated the card as instructed and it has a balance of $100 But every time I try use it the payment gets declined

    Customer Answer

    Date: 02/20/2024

     I am rejecting this response because:

    Here is the expiration date

    01/25

    Customer Answer

    Date: 02/20/2024

    Expires 01/25

    Customer Answer

    Date: 02/21/2024

    Yes, the card has been activated and has $100 on it. 
    I have not tried to use it again since it was declined at Amazon, ***************** and Poshmark 

    Business Response

    Date: 05/17/2024

    We need the card number in order to research this matter further. Thank you!

  • Initial Complaint

    Date:12/12/2023

    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.
    In August 2023, we purchased $53,000.00 in prepaid cards and paid an additional $5898.08 in fees for cards to be distributed to conference attendees. The cards were to be shipped to our conference location in early Oct. After distributing 30 of the cards, we became aware that none could be utilized. Recipients received an error when trying to use their cards. Several calls with USA Connect did not resolve the issue.We needed to return **** cards that we were unable to use. USA Connect said they would send a refund within 23 business days. Two months later we are still awaiting receipt of our returned funds. A portion has been received (30 days after promised) but weve not received the final refund due.This caused a tremendous inconvenience for us and at the last minute we were without an avenue to provide the desired **** prepaid cards to our attendees.

    Business Response

    Date: 12/19/2023

    USA Connect, Inc
    *************************************. Second Floor
    ******, ** 92880

    Re: ***********************
    BBB Response

    December 15, 2023

    On December 13, 2023, USA Connect received a message from the Better Business Bureau (BBB). The customer, *************** for ******************* and Supervision (ACES) states that they experienced issues with the cards in their order. Furthermore, the complaint alleges that USA Connect has not issued a full refund. These are Incentive (LAP) prepaid cards.

    The following details were collected from the complaint:

    Incentive (LAP) prepaid card.

    Order #: 299263509
    All Mastercard.

    Load amounts $25
    $25 x **** cards = $50,000
    Load amounts $300
    $300 x 10 cards = $3,000

    Order total: $53,000
    Fees: $5,998.08
    Total Refund: $58,998.08

    Our processor, FIS, confirmed that there was a technical issue with the cards in the order.  Such an issue has not occurred before or since.

    Two (2) checks were mailed out to the client to complete the refund. The first check was mailed out to ACES on 11/30/2023 in the amount of $50,000. The client received that check with no issues. The second check was mailed out to ACES on 12/1/2023 in the amount of $8,998.08.

    *********************** from ACES reached out to USA Connect on 12/11/2023 stating they had not received the second check. A stop payment was applied on the first check and a new check was issued on Tuesday, 12/12/2023. The client should receive the replacement check any day,but the holidays could be impacting the delivery time. We apologize for any inconvenience this may cause.

    USA Connect.

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