Complaints

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:05/09/2025

  Type:Product 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 have been trying to order a new bank card since January 28th 2025. I just had to order my fourth round of cards that I have not received. On top of personal checks I also have not received. My utilities are off I can't afford my medicine I'm about to be evicted my children can't call in my lawyers can't call in *** can't call me. I keep getting running around of give it 14 business days each time. And now card com is refusing to let me transfer my money out of their Bank into another bank

  

  Business Response

  Date: 05/13/2025

  Upon receipt of the complaint, we reviewed the account and confirmed that there have been 5 replacement card requests since January 25, 2025, with the most current being May 9, 2025. There were three address updates in between those card requests, we confirmed that 4 of the cards shipped were mailed to the address matching the account at the time. The latest card requested is being processed and will be mailed to the address listed on the complaint. We spoke to Ms. **** on May 9, 2025, and she was advised that while CARD is unable to initiate a transfer to a third-party bank,Ms. **** can attempt to access her funds via ACH using her routing and account number.Should Ms. **** require any additional information she can contact us at **************.
  

• Initial Complaint

  Date:05/05/2025

  Type:Product 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.

  On 4-30-2025 Card.com locked my account well essentially deleted my checking account as soon as I got a credit of $1,337.00. This was winnings from a casino I play on and have previously redeemed to this bank before with zero issues. Well with this deposit they decided to delete my checking account, I did not understand what was going on so I moved it to my savings. I called they told me to send an email with my id and refund receipt(which I quickly did). Its been 5 days no one has reached out to me. I have called every day, as this is my rent money, I just keep being told to email again and again. This is going to mess up mine and my childrens livelihood as we will lose our home. I am now going to pursue this issue using different avenues, as they do not care and theyre not even looking at the emails Ive sent. I am asking for my checking account to be fixed so I can access my money and pay my rent. I didnt do anything wrong theyre just withholding my money.

  

  Business Response

  Date: 05/09/2025

  Ms. ********** account was suspended on April 30, 2025, refund verification was required. We spoke to Ms. ********* on April 30, 2025, and May 1, 2025, and advised her of the documentation required to reinstate the account. We confirmed that as of May 9, 2025, we still have not received the documentation required to reinstate the account. Should Ms. ********* require any additional information she can contact us at *************.
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23289508
  
  I am rejecting this response because:

  I sent all the information multiple times. Multiple days. 
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 05/15/2025

  Documentation was received and reviewed; Ms. ********** account was reinstated on May 14, 2025.  Should Ms. ********* require any additional information she can contact us at *************.
  

• Initial Complaint

  Date:04/25/2025

  Type:Product 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 order a heavy duty full size bed frame from Amazon it was debit to my card .com account for ***** I never got the merchandise it was return do to a error in zip code. Order was placed on Feb ******* return made it back to ****** on April ****** Card.com has been told that ****** has their merchandise. They won't cancelled a disputed I started I don't have a computer to print forms. I am 63 and should not be going through this for a simple ***** refund. Card. Com has shut down deposit to the card I was using their program has end. So even if ****** sent refund it will be rejected both party have given me a hard time to get my money back your my last hope. I live off a fixed income SSI. So I don't have money to waste. Could do eone contact me so that can get the whole situation from me. This has been a nightmare. I know your company will see this issue because they won't want to deal with you all. Thank you ******* C.******* *************

  

  Business Response

  Date: 04/30/2025

  Ms. ******* filed a dispute claim on March 27, 2025, for a transaction totaling $57.23 for non-receipt. The dispute is a non-Reg E claim therefore does not qualify for provisional credit. A chargeback was processed to recover the funds. We spoke to Ms. ******* on April 3, 2025, where she inquired about a merchant refund that had been processed on March 29, 2025. Ms. ******* was advised that refunds post between 3-5 business days.Upon receipt of the complaint we confirmed that a refund was not received.Although our Prepaid CARD Program is ending, any refund processed before May ******, will still be applied to the account. The investigation of the dispute is still ongoing and can take between ***** days from the date it was filed.  If Ms. ******* wishes to cancel her dispute,she will need to contact customer service. Should Ms. ******* require any additional information she can contact us at **************.
  

• Initial Complaint

  Date:04/12/2025

  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 received a debit card in the mail from card.com ************ account by pathward. I never set this account up. Based on recent reports, there are MANY of these complaints. This business should be shut down with the amount of fraud going on here. Or at least make it easy to speak to a human to see what is going on and to ensure the account gets closed. I tried contacting customer service without any success. They said they are closed. A card company should be available 24/7.

  

  Business Response

  Date: 04/15/2025

  On April 4, 2025, we received a request to open the Account.  We verified the ** information that we were provided using a third-party service.  The account was opened with the identification information provided. Based on the complaint and positive confirmation that Ms. ***** did not apply for the CARD ************ Account, we have permanently closed the Account due to identity theft. There have been no deposits or card transactions in the Account. We can confirm that CARD does not report to the credit bureau, there is no correction for CARD to make. Should ******** require any additional information she can contact us at **************.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196392
  
  Thank you for confirming that the account is now closed. But I am rejecting this response because there are several of these same complaints. Why would so many of the same issues occur within a short amount of time? More should be done to prevent this. Why would someone steal another persons identity just to open one of these cards? Doesnt make any sense. More investigating needs to happen to prevent this situation from happening. Plus, your card customer service number should be available 24/7 and it should be easier to speak with a human to address these types of situations.  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/18/2025

  Thank you for your feedback. We are constantly looking for ways to improve our services, and well take your input into account.  
  

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 ordered a new debit card after they canceled my other debit card without telling me on March 10th. I paid an expedited fee to have it shipped by *** so I would receive it by the end of that week. However I did not receive the card by the end of that week. I called and was told that it could take up to 14 business days. I asked about the Expedition fee and she said they would have to open up an investigation to see what happened. I gave them the 14 days and called back again. Ask where my debit card was and they said they didn't know and that they did not have a tracking number for it. I asked about the expedited fee being refunded to my account and she said that would be done after the investigation was complete. Again I asked what I should be receiving my debit card and she said within four business days. However once again I did not receive my card in the mail. We are now going into April and I still have no debit card. I've ordered two of them since March 10th and have received neither one. *** has not delivered anything to my residence regarding this card or any card. Not being able to access my money to pay bills is causing a hardship. In addition to this after stating they were refunding me two fraudulent charges plus the Expedition fee my account is short 200 plus dollars. I sat down and did all the math and there is money missing. I just want my card so I can pay my bills and the money that's missing out of my account put back in it. I believe at this point the card should be sent to me overnight and not charged due to the inconvenience the company has caused me

  

  Business Response

  Date: 04/07/2025

  Ms. ********* sent an email notifying us of her request to dispute two transactions totaling $79.98 on March 7, 2025. An email was sent to her advising that her dispute notification had been forwarded to the ******************* and that her card had been close to prevent further unauthorized transactions. Ms. ********* was asked to contact customer service for a replacement card. We spoke to Ms. ********* on March 10, 2025, and a replacement card was processed via expedite delivery. Due to a processing issue the card was not delivered within the 4 business days quoted for expedite delivery. The shipping fee was reversed on April 3, 2025, and another card was processed and shipped. We do not offer overnight delivery; we apologize for the inconvenience. The dispute was credited on March 13, 2025, if there are additional funds missing from the account Ms. ********* will need to contact us. 
  

• Initial Complaint

  Date:03/29/2025

  Type:Order 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'm here to report the fact I have not received a debt card from this company since opening the account I've received several direct deposit with no way to access my money I've tried contacting the bank several times and was given the answer each time wait 2 weeks for it to come in the mail it's been months I'm not even able to transfer money using my account and routing number please help me

  

  Business Response

  Date: 04/03/2025

  We called MS. ******* on April 2, 2025, but were unable to reach her and left a voicemail. The initial card was shipped on February *******. Our records indicated that the address was updated on March 4, 2025, and the initial card was replaced due to non-receipt. We also show that an additional card was requested on March 8, 2025. We confirmed that due to a processing error the cards were not shipped. We processed two additional cards that will be mailed to Ms. ******** current address. We apologize for the inconvenience this has caused. Should Ms. ******* require additional assistance, she can contact us at **************.
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23134223
  
  I am rejecting this response because:They never sent me a card they never sent an email confirming that they will send a card I ordered 3 cards from this company and havent received 1 the app doesn't work it doesn't show my balance they keep blocking my transfers I transfered money once and for a small amount they need to fix the app so I can get my unused money out of the account they tell me nothing is wrong with the app when it is they don't even have a fraud department and claim to not have a supervisor they love to hang up in my face when I'm telling them that their wrong I need my account to work so I can transfer my funds from y'all scamming fraudulent services I just wanted my money y'all are keeping it from me it's been 3 months 
  Sincerely,
  
  Launjanae *******

  

  Business Response

  Date: 04/14/2025

  We experienced a processing error causing a delay in the delivery of the cards, as stated previously we apologize for the inconvenience this caused. Our records indicate that Ms. ******* received and activated the two cards that were last mailed. We have forwarded all of Ms. ******** other concerns to our management department, who will handle them accordingly. Should Ms. ******* require additional assistance, she can contact us at *************.
  

• Initial Complaint

  Date:03/26/2025

  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 am trying to close on a mortgage, but I need my statement from February. The app says it is available and I have received my normal monthly notification that it is available. I've been told by customer service is it not available. I've also been told it's an error. They can't even find my statement. I've been told there will be a 48 business hour investigation at which point I can call back to see if there's been any updates. No apologies. No nothing. One service *** even pretended my phone was breaking up as an excuse to try and end the call. This is after months of the app not loading, the website not loading, being unable to see my balance, randomly not being able to make purchases, the electronic card constantly falling. It's a terrible terrible service. I need a simple bank statement, but for some reason that's both a problem and something worth getting upset over a customer needing. I won't be doing business with them anymore.

  

  Business Response

  Date: 03/31/2025

  We attempted to contact Ms. **** on March 26, 2025, but were unable to reach him. We left a message advising that the February 2025 bank statement had been emailed to the email address listed on the complaint. We apologize for the inconvenience. If Mr. **** requires additional assistance, he can contact us at **************.
  

• Initial Complaint

  Date:03/16/2025

  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.

  Card.com allowed a fraudulent bank account to be opened in my name. While identity theft is widespread, they are doing and exceptionally poor job confirming valid identity. Look through the other reviews, to see that this is standard operating procedure for them. They blame it on third parties they allegedly use to confirm identities. This is blatantly ineffective and done in bad faith. The company is set up so they arent reachable by phone, unless you give them your full social security number, amongst other information. No one in their right mind is going to do this. Ive made a report with the ************************************.

  

  Business Response

  Date: 03/18/2025

  On March 3, 2025, we received a request to open the Account.  We verified the ** information that we were provided using a third-party service. The account was opened with the identification information provided. On March 4, 2025, the account was permanently closed as identity theft was suspected.
  We can confirm that CARD does not report to the credit bureau, therefore a fraud alert would not be detected. There have been no deposits or card transactions in the Account. We attempted to contact Mr. ****** but were unable to reach him and left a voicemail. Should Mr. ****** require any additional information he can contact us at **************.

• Initial Complaint

  Date:03/12/2025

  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.

  This is a prepaid card account an I have my paycheck going here I open the account up in January an I still have not received a card for my account yet Im facing eviction an lights about to be cut off because I cant get to my money they tell me to do ACH AND SOON AS I DI THEY BLOCK MY ACCIDENT I NEED MU MONEY I HAVE BABIES

  

  Business Response

  Date: 03/25/2025

  An initial card was mailed to Ms. ****** on January 17, 2025.That card was reported as not received (lost) on February 4, 2025, via Ms.******* online account and a new card was requested. On February 6, 2025, an apartment number was added to the address via Ms. ******* online account. We spoke to Ms. ****** on February 21, 2025, and advised that the card requested on February 4, 2025, had been mailed to her address but the apartment number had not been included. Ms. ****** indicated that she would still receive the card. The second card was reported as not received on February 26, 2025, and a third card was mailed on February 28, 2025, via expedite delivery. We received notification that the expedited card package was reported lost, and the $29.95 fee was reversed on March 7, 2025. We have processed another replacement card request via expedite delivery but are experiencing issues with shipping. We reversed the second $29.95 shipping fee. Ms. ****** was able to access her balance via ACH transactions from March 13, 2025, through March 20, 2025. We are currently working on a resolution to our delivery issues, and we apologize for the inconvenience this has caused. We will contact Ms. ****** once the issue is resolved.
  

• Initial Complaint

  Date:03/10/2025

  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 opened an account with ********************** and received a direct deposit of $598.00 from ssi then the following day I recieved another direct deposit in the amount of ****** from ssi. Within the hour after revieving the second amount , my account was "suspended due to fraud" , when I hadn't even gotten the chance to use the new account. They are keeping my money and not allowing me to have it , but are not willing to close my account and send me the money via check or any other way. I just want what is mine and my account to be closed.

  Customer Answer

  Date: 03/12/2025

  In March of 2025, card.com opened a bank account for my adult daughter, ****** *** ***** and allowed ****** to receive direct deposits to this bank account without asking for any type of id verification from her. If they would have asked for identification, they would have known that she is incompetent and I am her legal power of attorney when it comes to finances. It wasnt until AFTER she recieved two direct deposits in the amount of ****** and ****** that they immediately, within the hour of recieving the deposit, suspended her account. Leaving her unable to have access to her whole monthly SSI check. She should have never been able to even open an account with no verification. She isn't even in charge of her own finances. They refuse to even close her account and pay her money via check or any other way.

  Seeking: $998.00

  

  Business Response

  Date: 03/17/2025

  Ms. ****** account was blocked on March 7, 2025, deposit verification documentation was required to reinstate the account.  Documentation was received and reviewed on March 10, 2025, and an unexpired government issued photo ID and signed Social Security card were still required. An email was sent to Ms. ***** asking her to submit the documentation that was still required. Should Ms. ***** require any additional information she can contact us at **************.