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:06/28/2025

  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.

  *** had an account with ********************** for over four years. It is a very basic debit card service with zero perks, and the service was free other than paying to get a new card with a pretty design on it which was $5 per card. Never ever had I ever been charged any membership fee nor would I e er have paid one. I have many debit cards and all are free to use my money how I see fit. About a week ago from today, I logged into my account and it is impossibly overdrawn by almost $10. Keep in mind, this card does not overdraw the account ever. If you dont have it in there, it cant come out. I look and Ive been charged a monthly membership fee. I have never received notice of any upcoming membership fee, - not in writing or by phone. I would have cancelled my cards immediately if ever someone proposed so steep a membership fee or any membership fee at all. When I contacted them, they sent a fake email titled resend - important info about your card. They never sent me this before debiting my account and yet the debit remains. So they illegally tried to steal $9.95 from me then sent a fake resend of an email never sent to me. I checked online and there are numerous complaints of this happening to other members. They are not worth a $120/year cost. I want them to erase their illegal fee debut and close my account. They can keep the pennies Id had in there when they attempted debiting my account fraudulently for a fee I was never warned of *** agreed to. I have also turned them in to the ****.

  

  Business Response

  Date: 06/30/2025

  A Change in Terms notice was emailed to all customers on May 15, 2025, in relation to there now being a $9.95 Monthly Maintenance Fee. We received an email from the customer and attempted to reach them with no success on June 23, 2025. Upon receipt of the complaint a request was submitted, and the email was sent again on June 24, 2025. We have reversed the $9.95 Monthly Maintenance Fee as a courtesy. Should Cat Work require any additional information we can be reached at **************.
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23530994
  
  I am rejecting this response because: youre lying that you alerted me. Ill accept the reversal but lying was your mistake.

  thank you for removing your false debt. Im closing nt my account now

  
  Sincerely,
  
  Cat Work

• Initial Complaint

  Date:06/20/2025

  Type:Product 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.

  My taxes were deposited 05/29/2025. My account was randomly restricted they are refusing to send the money back to the depositor. They are requesting a form that they know the depositor does not supply and will not return money to me or the depositor. Its a very funny practice and no one seems to understand why they are requesting it just to send money back which they are legally obligated to do. I have been trying to reach a manager (not a supervisor) a manager someone who has actually authority. I have not gotten a call and I have requested a manager everyday for weeks now. The complaints speak for themselves selves. It seems like a lot of unethical things are practiced here. I need my money returned to the sender. Any information needed should be requested from them by you. There email is SBTPG-****************************** given this email over the phone as well. It seems like you guys are purposely trying to ignore me and steal the money. I requested this information of the closer in writing as well which I wasnt provided. Its a very immature and unprofessional work practice that me or any other bank can understand.

  

  Business Response

  Date: 06/30/2025

  Mr. ******* account was suspended on May 29, 2025, deposit verification was required. An email was sent advising of the documentation required. We received and reviewed documentation on June 2, 2025,we were unable to verify the documentation received and the account was closed.An email notification was sent; the funds would need to be recalled by the deposit originator. We received a letter on June 6, 2025, but it was insufficient to have the funds recalled. Upon receipt of the complaint, we contacted Mr. ******* and reviewed his account and opted to send the remaining balance to him via check. The check was processed and mailed on June 26, 2025. Should Mr. ******* require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 07/01/2025

  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,
  
  ****** *******

• Initial Complaint

  Date:06/05/2025

  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.

  Today I received an unsolicited pre-paid debit card. It included a chip, as well as my legal name, and was sent to my home address. I would like to know how this account was created, as well as have it closed.

  

  Business Response

  Date: 06/13/2025

  On May 6, 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 Mr. ******** 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, therefore a credit freeze would not have been detected. Should ************* require any additional information he can contact us at ***************.
  

• Initial Complaint

  Date:06/03/2025

  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 have an account with ********************** premium recently I had 33 unauthorized transactions totaling over $509 from 3 different companies but turns out they are the same it's Binpay after card.com denied all 33 claims in less than **************************************************** order to redispute I had to provide more documentation so I began researching this Binpay to find out what they do and I was led to ******** where there are many advertising online gambling platforms and a large number of them all use Binpay to proccess payments and payouts which is powered by none other than meta itself after a little more digging I found card.com powered by pathward and **** have a partnership as well pathward formerly **** which is the card provider which is the backer of the Binpay platform so armed with this information I refiled my claims again saying this was a conflict of intrest and they should have had nothing to do with the so called investigation regarding my disputes because basically they are one in the same. I was denied a claim number and was told it would be resolved in 3 to 5 business days this was Monday June 2nd today June 3rd I called to confirm and was told my claims were denied already less than ********************************************************************************************************************************* I'm not sure what's happening here but it feels very fraudulent in nature and I don't know where to go with this

  

  Business Response

  Date: 06/12/2025

  Mr. **** filed a dispute claim on May 22, 2025, for transactions totaling $543.47. Provisional credit if eligible was due on June 6, 2025.  The claim was denied on May 26, 2025, no error was found, and a letter was mailed the same day. A rebuttal was received but no new information was provided. Upon receipt of the complaint, we reviewed the claim again and stand behind our denial decision. Should Mr. **** require any additional information he can contact us at *************.
  

  Customer Answer

  Date: 06/12/2025

   I most definitely did send them new information and it was documentation of their partnership with **** who was partnered with the merchants listed on my unauthorized transactions. I found a total of five different alias that all lead back to meta and ******** and pathward formerly known as meta is the backer of card.com i stated this was a direct conflict of interest but even still have them a chance to settle for only half of the total of the unauthorized charges. By law they have to conduct a complete and thourouh investigation which they did not their letter they referred to was full of accusations not facts and no actual documentation was included and the phone numbers listed were not mine and I don't even have a a cash app account which they also referred to and the second time I claimed the transactions I was denied a case number or referral number or anything that said the claim was even reopened and it was denied within the same day they didn't look into these companies at all they threw together a denial letter and based their denial on information that was true like it was me that funded the account which obviously I did other wise there would have been no funds for anyone to steal they need to conduct an investigation to a full extent as they are obligated by law and issue the credits or the settlement for half is still in play when they decide to act like professionals and do their duty to their customers I will accept their apologies but I'm not letting them get away with this 
  Complaint: 23414958
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/13/2025

  As stated previously the claim was reviewed upon receipt of the complaint and we stand behind our denial.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23414958
  
  I am rejecting this response because: first and foremost there has been no documentation submitted to me with any evidence supporting their decision to deny my claims they have presented no evidence that I made these transactions nor did they provide a case number for my rebutle and last but not least they did not follow the guidelines stated in regulation E pertaining to my rights when it comes to the bank completing a thorough investigation on each claim which they did not do there was not enough time or was there any documentation showing proof that I made these transactions or eve. Contacted the merchant this was sloppy on their part and and there partnership with **** makes it even sloppier and their decision should be thrown out under the circumstances this being a conflict of interest and card.com protecting their own personal interests and not mine their customer I'm going to file a complaint with the **** first thing Friday morning if some effort is not.made to resolve this fairly 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/23/2025

  As stated previously we stand behind our denial decision and consider this matter closed.
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23414958
  
  I am rejecting this response because:
   A fair and thourough investigation was not completed. I myself had to research and find who this merchant was which i did after i had to spend money out of my own pocket to get to the bottom of it they operate under 5 different names that ive found so far all 5 are recieving and sending payments and payouts for online casinos that are advertised on ******** or Meta who is knee deep in this Bin pay along with coin base. My debit card from this checking account actually came back as a metabank owned debit card. This has scam written all over it because im trying to dispute unauthorized transactions from bin pay who is meta they my bank that is also metabank they are the same company now how is it you can investigate unauthoruzed charges that were made thru you it doesnt make sense its like me stealing your money you come to me for help getting it back and im doing the investigation and making the decision on how that turns out if this isnt a conflict of intrest then what is it becauase it certainly isnt normal procedure. So this is my last attempt to give you the chance to return my money and if you dont i will take legal action first thing monday morning im going to skip the **** and go straight to an attorney because this is the craziest thing ive ever seen you are the ***** the judge and the jury id thats not a scandle then i dont know what is you have until monday mornig to refund my money in full please.
  Sincerely,
  
  ****** ****

• 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 *************.