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:01/30/2023

  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.

  On 1/10/23 I left my doctors appt and tried to use my debit card and I came to discover that they had blocked/ suspended my card without my acknowledgment and took **** and some change out of my account and telling me that the merchants that took from my account dont have any information to be contacted, first and foremost I trusted this company with my money but for them to be a real company they didnt do a good enough job by securing my account. I was also told that they closed the case and didnt inform me on anything other than the case is closed and that they couldnt do anything about it, they also asked for documents but mind you they were the only ones that could see what was going on and who did what and I was told someone was paid to give out my information and how can I give a document when I dont have anything from them you cant even access the app I just want my money back I almost lost my house due to this and I WILL NEVER TRUST THEM WITH ANYTHING AGAIN, Help Me Please I only used my card two times this month of January, I never authorized anyone to do anything to my account and someone put a code in *************************************************************************************************************************** anything else!!!! I dont have any documents because the company never sent anything to me

  

  Business Response

  Date: 02/09/2023

  Ms. ****** account was suspended on January 10, 2023, for verification of transactions occurring in *****. ************** filed a dispute on January 12, 2023, for all out of country transactions and she also requested to dispute all transactions that occurred in January 2023, except for three transactions.The disputed transactions totaled to $1,918.72. Ms. ****** claim was denied on January 23, 2023, and a letter was mailed. We received a rebuttal on January 24, 2023. We re-reviewed the claim, and it appears that the out of country transactions are true fraud; however, the additional transactions the customer added to the dispute appear to be valid. We overturned the denial decision on the out of country transactions and issued credits totaling to $642.31 on January 27, 2023. ************** received refunds totaling to $1,081.52, from some of the merchants. We are standing behind the denial for transactions totaling to $194.89. Should you or ************** require any additional information feel free to contact us at **************.

• Initial Complaint

  Date:01/18/2023

  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.

  Go2Bank Account:***************************** Account number#: ************** Amount: $5775.69 Dates: 06/16/22-06/28/22 I filed a dispute on my account and filed for a new card because someone used my card without my permissission on those days my school money was even in that Account I couldn't even finish paying my courses due to my money was gone out my account I just want my full back it's been a long time coming I sent off written statement and everything to Go2Bank and they yet haven't replied or contact me about my disputes.

  

  Business Response

  Date: 01/23/2023

  This complaint is for a Go2Bank account and not for Card.com, ****************** will need to contact Go2Bank. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I'm sorry for sending the wrong information but im upload the correct information this time. I been trying to contact for the longest due to a *** nondispense withdrawal transactions that I made. I was trying to withdrawal funds out twice in the amount of $608 on that day 09/22/21 but no money came out the *** and I was trying to dispute those *** withdrawal transactions I just want my full refund in a check to be mailed out to me at ************************************************************************************************************** since I no longer have the account with them.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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 have charges starting back in October with fraud and or charges made without my permission. My card.com debit card at ****** aging this year and denies my dispute when I'm on ssi fixed income as it is and been tbrre 3 years and they literally do nothing again I've had to eat this b4 but this time I can't won't and very upset how I've been done my neighbor to just got rid of them. I am asking for charity this year so I don't expect to get screwed out of $300 on Christmas to be just blown off God I wish yyal get the scammers away from mental and disabled people cuz they take advantage of me. I am furious haven't heard one work I'm suicidal over this c*** it'd really got my nerves shot so bad now I'm going in a deep hole and I didn't make this charges what can I do

  

  Business Response

  Date: 01/23/2023

  **************** filed a dispute claim December 7, 2022, regarding four transactions totaling $176.78 that occurred between September 13, 2022,through October 28, 2022. The claim was resolved in her favor on January 11,2023, and the credits were issued to her account the same day. We reviewed the account and confirmed that there were no other dispute claims filed that would total to the $300.00 mentioned in Ms. ******* complaint. Should you or *************** require any additional information feel free to contact us at *************.
  

• Initial Complaint

  Date:01/11/2023

  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 consistently have incorrect charges as soon as a deposit clears. (Customer for years) most have been acknowledged and credited back, after we cancel the card and get a new one. The most recent was a charge of $139 of which I tried to contact merchant immediately and the phone number for the merchant on the charge is not a working number. I immediately filed a dispute. When I called today, almost 4 weeks later, they stated they are denying claim because merchant had my accurate info. However wont provide proof to me of how they contacted them with a non-working number. They were disrespectful (who cares) and said they wont reopen if I dont have additional documentation. How am I to prove a transaction doesnt exist if I didnt make the transaction? They will not give me access to speak with the investigators and I have no way to contact the obvious fraudulent merchant. This has happened many times this year with card.com and honestly- I am sure there are more over the years but I wasnt looking for mistakes so that is on me. Their reaction seems intentional and coordinated. And I can only imagine that a class action suit would be very very easy to put together but I prefer not to be letigious. I would like to see something to keep others from this type of costly fraud. Thank you for your attention in this matter. And I wouldnt mind an apology.

  

  Business Response

  Date: 01/23/2023

  ****************** filed a dispute claim on December 22, 2022, for three transactions that included the $139.79 transaction mentioned on her complaint.  A provisional credit if eligible was due on January 9, 2023. The claim was denied on December 23, 2022, and a denial letter was mailed the same day.We have rereviewed the dispute claim and stand behind our denial decision. We have requested for a letter containing the details of the denial and investigation to be mailed to Ms. ******** Should you or Ms. ******** require any additional information feel free to contact us at ************.
  

• Initial Complaint

  Date:01/06/2023

  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.

  An account with a **** branded debit card was fraudulently issued in my name. I attempted to contact card.com but was unable to talk to a human. I also attempted to contact pathward (issuing bank) and was also unable to reach a human to resolve this issue. I next attempted to contact card.com via email at ****************** I have sent emails over the last three days asking them to acknowledge receipt of the email and confirm when the account has been closed. The company has not responded and has given no indication that they are willing to work with me to resolve this matter.

  

  Business Response

  Date: 01/16/2023

  On December 21, 2022, 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 ****************** did not apply for the ***************** Account,we have permanently closed the Account due to identity theft. We sent a confirmation email to ****************** at the email address given on her complaint. Should you or ****************** require any additional information please contact us at ************.
  

• Initial Complaint

  Date:12/26/2022

  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 recently opened a card.com premium online account I had not used my new card yet, because it has not arrived from card . Com premium yet but I had 2 hefty transactions on my account that I'm not responds able doing two days later I have 37 transactions on this new account which I did not make, and all my money was spent from December 14 thru December 23.i couldn't get a report I was willing to accept because the people there pass you onto different departments so then of course Christmas the Lords day, no one working , I just want to have them explain how they let this happen and yes I want my ****** dollars back without a doubt.

  

  Business Response

  Date: 01/04/2023

  ****************** filed a dispute claim on December 22, 2022, for transactions totaling to $879.19. A provisional credit if eligible is due on January 23, 2022. The claim investigation is still ongoing and can take up to 90 days to resolve. Should you or ****************** require any additional information feel free to contact us at **************.

• Initial Complaint

  Date:12/19/2022

  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 had an account with this institution for over a year. My VA disability payments are sent here via direct deposit. I have had my ************************ payments automatically deducted for about a year. I recently received a refund from Liberty Mutual for being charged insurance for months on policies that dont exist. **** locked my account and now refuses to give me access to my money, demanding explanation for the refund. Also tried to say it didnt match any transactions, when I CLEARLY have the payment taken out MONTHLY. First I was told I only needed to send a copy of my ID. Then, it changed to I had to prove the refund and send a receipt. This is ILLEGAL & FRAUD! There is no policy that states we as consumers are required to answer to them why we have what money in the account and that they are allowed to lock us out and refuse us access to our money! I am a disabled veteran, that is the ONLY money I have. My cell phone is going to be shut off, I cant buy food for myself or my 2 Service Dogs. I cant get a ride to the VA hospital to change my direct deposit, because I cannot access my own money. This company is committing FRAUD! They should NOT be allowed to stay in business duping more innocent consumers. Please help me to access the account so I can get the only money I have.

  

  Business Response

  Date: 12/28/2022

  ************** account was blocked on December 15, 2022, due to a large refund without a matching debit that was received on her account the same day. Verification documentation was requested. Upon receipt of the complaint,we rereviewed ************** account, including the additional information regarding the refund provided on the complaint. ************** account was reinstated on December 27, 2022, and she was able to access her funds the same day.  Should you or ************ require any additional information feel free to contact us at **************.

• Initial Complaint

  Date:12/13/2022

  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 filed a dispute on november 19th 2022 and it is now 12/13/2022 and i still have not recived my provisional credit after already being told that i qualify for it. also was told 10 bussiness days after the file is recived i will get the credit and cardcom is saying that they dont know what im talking about and that the 10 bussiness days was for me to send the form in which is a lie then the customer service agent pretended like the provisional credit is still being reviewed which is against the policy. they have to give me the credit by the deadline thats there company policy all they have to do is contact the merchant by phone or email and this would all be over but i guarentee they dont even call the merchant...... GIVE ME MY MONEY

  

  Business Response

  Date: 12/28/2022

  ************ filed a dispute claim on 11/17/22, for 16 transactions totaling to $13,105.00. ************ was advised that provisional credit if eligible was due on December 2, 2022. Upon rereview of the dispute claim on November 29, 2022, the claim type was updated to Service/Merchandise not received. That dispute type is non-Reg E and does not qualify for provisional credit. ************** dispute investigation is still ongoing and can take up to 90 days for a resolution. Should you or ************ require any additional information feel free to contact us at **************.
  

• Initial Complaint

  Date:12/10/2022

  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.

  September 2022 I was incarcerated from the 20th to the 29th while I was incarcerated my father's vehicle my wallet with all my cards and identity and my cell phone and my wife's cell phone was stolen. I didn't plan to sell until I was released on the 29th of September I had to borrow money from my father which took a couple days for him to loan me and on October 7th I found out that my October's VA check for $3,322.00 have been stolen out of my account. I immediately contacted card.com notified them of the fraudulent activity. The only thing that was legit was my phone bill being paid because they were using my phone and my wife's phone to access my money through cash app and ATM withdrawals. On October 24th card.com reversed some of the charges and left my wife's cash app account negative $702 and my phone was shut off they credited my account $3,317. And told me their investigation was complete. On November 27th I contacted card.com to find out where my December check was and they told me they finally completed their investigation on November 23rd and there was no air found. I received my in custody letter finally on December 2nd and sent it to card.com initially I gave them the case number that I filed with the police and notified them that I was in jail and no one else was authorized to take money out of my account. Even with all the supporting evidence that supports my claim they refuse to reverse the decision and give me back my money they won't let me talk to corporate or the investigation team and have just been blowing me off. One of the representatives told me I should find the person who stole my money and go after them to get it back. Another told me it was my fault for getting arrested and there was nothing they could do. All the evidence supports my clean and they are still keeping my money. Please help me rectify the situation to get my money back. Thank you

  

  Business Response

  Date: 12/19/2022

  **************** filed a dispute claim on October 7, 2022, totaling to $3,317.74. Provisional credit in the amount of $3,317.74 was issued on October 24, 2022. The dispute claim was denied on November 17, 2022, as no error found, and the provisional credit was reversed on November 25, 2022. A rebuttal letter was received, and a response was mailed on December 7, 2022. We have rereviewed the dispute claim and stand behind the denial decision. Should you or **************** require any additional information feel free to contact us at **************.
  
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18548010
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/11/2023

  Please see the attached.

  Sir, I am writing you and responding to your message you sent me on December 21st because of card.com reimburse me the money that was stolen for me in September and then reversing the decision and taking my whole December's check I have fell behind on my bills and I am in danger of losing my rental home also my vehicle because I have fallen behind on my payments on all my bills. I sent card.com proof of my incarceration during the time my money was being taken out of my account I also asked them if my PIN number had been changed because my wallet my phone and my dad's car was stolen due to the police not securing the vehicle or let me get my things out of it when they arrested me. The only person authorized to take out money or do transactions in my account is myself and you can clearly see that I was incarcerated from September 20th until September 29th and they started taking money out on the 26th of September then also the person who I talk to added in number ******** on 8/28/2022 for $4.17 to ****** Play **************** and I didn't file on that one and I also explained to them that the people that were using my phone made a payment to my phone for $92 item ID number ********* which card.com reverse the charges and I had to pay for them again then when they reversed the decision they never paid any of the accounts back like my wife's cash app account is **** and some dollars they never paid that back and they reverse the transaction for my phone which they never gave them the money back either and my cash app account was in the negative also because they reversed the transactions for that also. So in order to access my money through the ATMs or whatever the person had to have changed my PIN number they were using my wife's phone and my phone to make transactions also but at the time my wife was in ******* ***** visiting her sister when I got arrested it wasn't until September 29th that she borrowed the money from her sister to bail me out and to come home. Card.com wouldn't let me speak to corporate or to the investigators they told me I would receive a phone call within four business hours never did and had notified me that they had completed the investigation on the 24th of October and that it was why they credited my account then they turned around and said that they completed the investigation on November 23rd and reversed the decision which I don't understand I am sending an attachment of the same things I sent to them to you in this email I don't know what else to do. 

  
              Sincerely a disabled American veteran ***** *************************

  

  Business Response

  Date: 01/23/2023

  As stated previously, we have rereviewed the dispute claim and stand behind our denial decision. We received a callback request and attempted to contact **************** on December 12, 2022, but were unable to get ahold of him as the callback number provided was not in service. We attempted to contact **************** at the telephone number provided on his complaint but were also unable to get ahold of him as the telephone number is not in service. Should you or **************** require any additional information feel free to contact us at **************.
  

• Initial Complaint

  Date:12/07/2022

  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.

  Ever since I opened up an account with Card.com at the first of the month someone else makes charges UNAUTHORIZED CHARGES to my debit card and so I have to wait 14 days for my new debit card to arrive. I have 5 disputes at hand now & another one for $303 but they refuse to help me reset my password and username. I've sent 5 emails to them in the last 3 weeks asking for a bank statement from and have heard nothing from them. I finally called again yesterday and I ask them why they refuse to help me reset my password and username, I told them I know I changed my username but had forgotten about it and what it was. They still refuse to help. I've lost more money with this bank than I make in a month. I really need someone to help me.

  

  Business Response

  Date: 12/19/2022

  ************ has filed a total of four dispute claims from December 7, 2021, through November 14, 2022. The dispute filed on December 7, 2021, was resolved in Ms. ***** favor and credits were issued to her account on December 20, 2021. The three other claims were denied, upon receipt of the complaint we rereviewed the three claims and stand behind our denial decision. We received emails from ************, however, there were no account numbers provided in the emails and the emails were not received from the email on file therefore we were unable to link the emails to ************. We spoke to ************ on December 12, 2022, regarding the $303.50 transaction mentioned on the complaint. We offered to file a dispute claim, but ************ refused. The bank statement ************ is requesting will be sent to the email address listed on her complaint. ************ updated her email address and can reset her password via her online account. Should you or ************ require any additional information feel free to contact us at *************.