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: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.

   
  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: 04/15/2025

  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 **************.
  

  

  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.

   
  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: 04/03/2025

  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 **************.
  

  

  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.

  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 **************.  
  

• Initial Complaint

  Date:03/10/2025

  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.

   
  Complaint: 23046308
  
  I am rejecting this response because:

  The money posted back to my account but not allow me to move or withdraw it

  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/13/2025

  Ms. ****** contacted us on March 5, 2025, and reported that the $4,000.00 Bill *** recipient had not received the check that was ************. Howell was advised that the payment could be cancelled and was advised of the fee for cancellation. Ms. ****** opted to wait for a few more days. We again spoke to Ms. ****** on March 10, 2025, and the payment was cancelled. The full $4000.00 was credited back to Ms. ******* account on March 11, 2025. Should Ms. ****** required any additional information she can contact us at **************. 
  

  

  Business Response

  Date: 03/17/2025

  The full $4000.00 was credited back to Ms. ******* account on March 11, 2025, we reviewed her transaction activity and show that she was able to access her funds the same day. Should Ms. ****** require any additional information she can contact us at **************.  
  

  Customer Answer

  Date: 03/18/2025

  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:03/06/2025

  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.

   
  Complaint: 23029067
  
  I am rejecting this response because:
  My claim shouldve been granted because the agent made an error and did not send me the form if I wouldve received the form I wouldve sent the document back at the time that you guys requested. It was not my fault that the agent did not send the form that was the agents job to make sure I receive the form. It was my job to make sure I reported the transactions in a timely manner which I did. I feel that my money should go back into my account. My dispute should be granite in my favor because it was an agents fault who never sent the dispute form to me at all as you stated in the previous message you are aware that the agent did not send me a dispute form so my claim should be granted in my favor thats the only resolution Im willing to accept because you guys just stated that it was you guys fault that you did not send The dispute form so how can I get denied for something? I never even received to have the chance to even turn in for you guys to view you just denied me when it was your agents fault that they never sent the documentation to me that I requested. The only resolution of this problem is to grant my claim in my favor. 
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/17/2025

  Ms. ******** filed a dispute claim on February 14, 2025, for transactions totaling $372.35. Provisional credit if eligible was due on March 14, 2025. The claim was denied on February 17, 2025, as no error was found. A letter containing the details of the denial will be mailed to Ms. ********* We confirm that due to an agents error the dispute form was not emailed to Ms. ******** as requested. We apologize for the inconvenience this caused. Upon receipt of the complaint,we reviewed the dispute claim and stood behind the denial. Should Ms. ******** require any additional information she can contact us at ***************
  

  

  Business Response

  Date: 03/18/2025

  As stated previously the claim was reviewed upon receipt of the complaint. While we confirmed that there was an error in sending the dispute form, the denial was not based on the form not being returned. We stand behind our denial and will not be overturning our decision. We consider this matter closed.