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:12/02/2024

  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 received a debit **** card from card.com that I did not request. When I try to call them I only get an automated system requesting my zip code and social security number. I want the account closed and all my information they have deleted.

  

  Business Response

  Date: 12/05/2024

  On November 19, 2024, 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 issued by Pathward, N.A, we have permanently closed the Account due to identity theft. A closure confirmation email was sent to the email listed on the complaint. Should Mr. ****** require any additional information he can contact us at **************.
  

• Initial Complaint

  Date:11/25/2024

  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 am deeply distraught over a current situation im dealing with in regards to my card.com checking account. One day I had logged into my checking account to see 5 unauthorized transactions: 1 7/11 transaction for $34.64, and 4 $500 transactions at ralphs. Not too long after, I called card.com (back in mid october) to inform them of the $2,000 worth of unauthorized transactions that were made on my account, and how I had lost my wallet with my card and PIN inside. I was then told that I would receive a prompt resolution and correspondence pertaining to the dispute, so I was willing to be patient. Fast forward a month, and I follow up with card.com because I notice they still hadn't credited my account for the value lost for the disputes, and they told me that they denied the disputes. It goes without saying this is completely unacceptable, and that this needs to get rectified in some way, shape, or form. In what world can someone ring up $2,000 worth of transactions on my debit card after I lose my card (card.com let all those transactions go through without notifying me in their security system or sending me a text by the way), and then im held responsible/liable for the loss of those transactions... If anyone else heard about this, they would definitely side with me and agree its not right. This is not cool at all, card.com needs to make this situation right.

  

  Business Response

  Date: 12/04/2024

  Ms. ***** filed a dispute claim on October 14, 2024, for transactions totaling $2000.00. Provisional credit if eligible was due on November 12, 2024. The claim was denied on October 17, 2024, a letter was mailed that same day. The claim was reviewed upon receipt of the complaint, and we stand behind the denial decision. Should Ms. ***** require any additional information she can contact us at **************.

• Initial Complaint

  Date:11/24/2024

  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 recently received a debit card in the mail from this company that I did not sign up for. I called the number and was unable to speak with anyone unless I gave my full social security number. I never authorized a card to be issued and being unable to reach customer service is terrible. I assume this is a fraudulent business or some type of scam. This company needs to be reported for the way they conduct their business. How do they not have a system in place to safeguard information or even aid identity theft victims if they are a legit business.

  

  Business Response

  Date: 11/30/2024

  On October 28, 2024, 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 CARD ************ Account, we have permanently closed the Account due to identity theft. Should ****** *** require any additional information, they can contact us at *************.
  

• Initial Complaint

  Date:11/21/2024

  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.

  On 11/18/24 I received a debit card on the mail from Card.com with an account number and routing information. I did not sign up for an account. I called the company to report this as identity theft and to close the account. They stated the account would be closed and I would receive an email confirmation. They have not sent confirmation of closure, only an email the next day after the account was apparently closed, asking me to set up an online login for the account, leading me to believe that the account has not been closed.

  

  Business Response

  Date: 11/30/2024

  On November 10, 2024, 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. We received a call from Ms. ****** on November 18, 2024, notifying us of the unsolicited Account. The Account was permanently closed due to identity theft. There have been no deposits or card transactions on the Account. A closure confirmation email was sent to Ms. ****** on November 19, 2024. We trust the information provided satisfies the inquiry and demonstrates that we thoroughly investigated Ms. ******* complaint. Should ********* require any additional information she can contact us at *************.   
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22585613
  
  I am rejecting this response because: I have not yet received email or mail confirmation from the business that the account has been closed. Although I received an email on 11/19, it was an email prompting me to create an online account for my bank account, which I do not wish to do as I did not open the account and do not wish to open an account in the future.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 12/03/2024

  Attached is the closure confirmation email that was sent to Ms. ****** on November 19, 2024. Should Ms. ****** require any additional information she can contact us at **************.    

  Customer Answer

  Date: 12/03/2024

  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:11/20/2024

  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 used the card.com as a prepaid debit card to receive my economic income payment number two and three hi lost the card have been locked out of my online account I'm trying to recover my account so that I can access my funds I have tried to use the online website as well as the automated phone service because I do not have the card and they are requesting the last four digits of the card number I have not been allowed to access my account through either of their automated systems I've tried contacting the company through multiple venues through email customer service as well as ******** I am not allowed to access my account my E.I.P. Funds are locked in this account and they will not help me recover them

  

  Business Response

  Date: 11/30/2024

  We spoke to Ms. ***** on November 20, 2024, due to a prior escalation. Ms. ***** confirmed there were unauthorized transactions on her account and a dispute claim was filed. A replacement card was pending address verification. Should Ms. ***** require any additional information she can contact us at **************.   
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22582950
  
  I am rejecting this response because:yes I spoke with them but I have not heard back since I filed the dispute or since I submitted my identifying verification documents. I still can not access my online account either . I would appreciate more direct correspondence and updates concerning my verification documents and the status of my dispute as well as the details concerning the details of the fraudulent transactions. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/04/2024

  Verification documentation was received, and a replacement card was processed on December 4, 2024. Ms. ****** dispute investigation was finalized as error found and credit totaling $1915.00 was issued to the account on November 27, 2024, a letter was mailed the same day. Should Ms. ***** require any additional information she can contact us at **************.   
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22582950
  
  I Do not want to reject this respond completely. I *** not received a letter yet about my dispute . I am satisfied with the account credit. Also I was told that once my identifying document were verified that my email address would be updated as well so I could reset password and access my online account. I still can't access online services or the app 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/09/2024

  Ms. ****** email address has been updated;she should be able to change her password to access her online account. Should Ms. ***** require any additional information she can contact us at *************.   
  

• Initial Complaint

  Date:11/11/2024

  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.

  I Received a debit card in the mail on Saturday November 9. I did not apply for this card. I tried to contact card.com at the number provided, but the automated system would not let me talk to anyone. This account needs to be marked as fraudulent and needs to be closed. Card.com should have some way for victims of identity theft to contact them.

  

  Business Response

  Date: 11/20/2024

  On October 28, 2024, 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. A closure confirmation was sent to the email address given on the complaint.  We can confirm that CARD does not report to the credit bureau. Should Mr. ******** require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 11/20/2024

  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:11/07/2024

  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 11/06/2024, I received a **** debit card in the mail that I did not request from CARD for a premium bank account by ********. I have tried to contact the **************** phone number provided on the back of the debit card *************) but I am unable to reach a representative without entering my full social security number, which I will not do. I never requested this account be opened and wish to have it closed immediately.

  

  Business Response

  Date: 11/11/2024

  On October 28, 2024, 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 issued by Pathward, N.A, we have permanently closed the Account due to identity theft. A closure confirmation email was sent to the email listed on the complaint. 
  

• Initial Complaint

  Date:11/04/2024

  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 advised customer support that I was a victim of account takeover and all my contact information had been changed. (Email, phone number, & mailing address)I told him that I had not been able to access the account when I tried to log in using my mobile app on Friday September 27. After realizing that I was unable to log in, I called the automated customer support line and there was only a little over 600 dollars in my account. I tried to call and report my access issues and missing money but Because it was after hours, I could not report my issue(s) for the entire weekend. By the time *** ****** had passed, there was only $72 in the account I was made aware of two ATM withdrawals that happened that weekend. They asked me if I could tell them what charges were fraudulent on my account. I reminded them that I could not see any of the transactions because I did not have access to the online account. I could without doubt confirm that I have never made an ATM withdrawal . Any transaction that is an atm withdrawal was indubitably not me. I filed a dispute on October 10, 2024. But still hadnt accessed my account. I advised the dispute department all of the aforementioned facts. And again advised the agent that I had never withdrew any money out of this account at any ATM. I still couldnt access my account they denied the claim due to past transaction history even tho I had never used my card to withdraw money at any atm. I sent in a rebuttal noting I had never used the card to withdraw money at any bank. Asked them to get camera footage. Today I find out they denied the rebuttal for the same reasons. I emailed my doorbell camera footage showing clips of me entering and exiting my home at the dates and times listed proving I couldnt have made those transactions if I was home. Nobody had my pin. I never authorized anybody else to use my card.

  

  Business Response

  Date: 11/08/2024

  *********** filed a dispute claim on October 10, 2024, for transactions totaling $1006.00. A dispute form was emailed to the email provided by Mr. ******** during the dispute call on October 11, 2024. Provisional credit if eligible was due on November 8, 2024. The claim was denied as no error found on October 14, 2024,and a letter was mailed the same day. A letter explaining the denial in detail was mailed to Mr. ******** on October 28, 2024. A rebuttal was received which included the additional information mentioned in the complaint. CARD again reviewed the dispute claim and stands behind the denial decision. Should Mr. ******** require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22513495
  
  I am rejecting this response because:
  My account account was clearly hacked as I had totally lost all access to it.
  

  No error was found because  My cards were used to withdraw money from my account.  There was no error. Not from the banks computer system or by any body else. I never claimed an error was made.  The money that was withdrawn from my bank account was intentionally withdrawn by a criminal who hacked my account and made copies of my debit card(s) to take money out of my account.

  Your investigations team clearly did not get camera footage from the atms that were used. The dispute department clearly paid zero attention  to anything that I told them when they were getting information from me..

  I have never authorize my card to be used by anybody else and Ive never given my pin to anybody else. I never even used my cards at an atm. I sent in camera footage with time stamps of me, leaving and entering my home during times that money was withdrawn from my account proving that I could not have withdrawn the money during those times.  I was at home.

  
  A Complaint has also been filed with the comptroller of currency as your company did not do its due diligence to investigate My claim. Your service was below subpar. Your **** dont answer direct questions with direct answers. Your **** hang up on people after muting the phone and pretend they cant hear the customer.
  

  Hackers were able to hack my account and change my information without submitting documentation to verify their identity but I had to submit government documents  in order for me to update my own information. I told you I was a victim of account take over and couldnt access my account at the beginning of October, I wasnt able to access my account until October 17th

   You still havent explained to me the reason for denial

  *Past transaction history

  or 

  *Conflicting information. 
  
  you just gave these vague reasons because you didnt do a real investigation. 
  

  my attorney will be in touch. 

  
  *** ******** III

  

  Business Response

  Date: 11/18/2024

  A letter explaining the denial in detail was mailed to Mr. ******** on October 28, 2024. If Mr. ******** did not receive the letter, he can contact customer service and request the letter to be mailed again. As stated previously, CARD reviewed the dispute claim and stands behind the denial and considers this matter closed. 
  

• Initial Complaint

  Date:10/25/2024

  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.

  I received a mailing to my address with a new debit card (#*******************) and bank account information (account #*************. I did not open a bank account or apply for a card with this company. I tried contacting two different numbers of the company: ************ (on back of debit card, which is also listed on the company website) and ************ (customer service number on website). Each of those numbers had a recording which required the caller to enter their SSN, DOB, and zip code. This company appeared to be legitimate as it is accredited by BBB, so I entered my information. However, I received a message that my records could not be located, and I was not connected to a live employee. I subsequently emailed them yesterday (10/24/2024 at 12:19pm) with an urgent request to speak with someone and close my account, and am pending a response. I would like to speak with a live person and verification in writing that this security issue is handled, my account is closed, and assurances that there were no charges made or impacts to any credit credit reports (currently or into the future). I would also like to receive any information the company can provide about how this account was opened.

  

  Business Response

  Date: 11/01/2024

  On October 8, 2024, 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 October 10, 2024, during a review by CARDs risk team, the Account was closed because we suspected that there was identity theft. We received and email from Ms. **** on October 23, 2024, notifying us of the unsolicited account. Based on the complaint and positive confirmation that Ms. **** did not apply for the CARD ************ Account issued by Pathward, N.A, we have permanently closed the Account due to identity theft. An email response was sent on October 24, 2024, confirming the closure of the account. To obtain any records associated with the Account,we would require documentation to verify Ms. ***** identity. Successful identity verification requires an unexpired government-issued photo ** and a police report that includes Ms. ***** true address. If a police report is not available, Ms. **** can provide a copy of her unexpired government-issued photo **, an ** theft report which can be obtained from the ************************ at *********************. The documentation can be sent to our secure document center by fax at ************** or by email at ******************* *************** require any additional she can contact us at **************.   
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22473059
  
  I am rejecting this response because:

   

  I have not received an email response from the company. In addition, as I had stated in my original message, I was unable to speak with anyone at the number ************. When calling, I was asked for my SSN, DOB, and Zip Code in an automated message. After entering this information, the company was unable to locate my information and thus I was unable to be connected to a live person. Being asked for sensitive information such as full SSN in a recording, and being unable to get in contact with anyone for an identity theft situation, is concerning.

  Please have the company:

  1) Forward the email that was said to be sent on October 24, 2024, including verification that there has not been (and will not be) any impact to any agencies including credit reporting agencies (the e-mail can be attached to the BBB messages as well),

  2) Securely send any associated records such as all account statements, and 

  2) Provide a way to speak with a live individual about this complaint and any future issues that may possibly arise. 

  I have attached my unexpired drivers license and identity theft report as requested. I would also like assurances from the company that future attempts to open accounts under my name will be rejected (or require enhanced security measures to verify my identity). 

  Thank you for your attention to this.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/13/2024

  We spoke to Ms. **** on November 11, 2024, and November 12, 2024, and emailed her the account records she requested. Attached is the closure confirmation email also requested. Should Ms. **** require any additional she can contact us at **************.    

  Customer Answer

  Date: 11/18/2024

  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. 

  I spoke with a Risk Analyst at card.com, who provided assurances that the account was closed, any future attempts on accounts to be opened in my name at card.com will be rejected, no inquiries or impacts to any credit bureaus or reporting agencies have been or will be made. He requested that someone would send me statements and account opening information from the individual who conducted the identity theft, which I received.

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service 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.

  **************** is appalling.. on October 19.. my account was locked due to a FlexWage deposit that I APPROVED OF!!! My own money from my own paycheck. I go to the grocery store to walk out embarassed not being able to buy food for my children bc because of this issue.. it is now Monday.. called customer service and could barely hear the *** on the other side of the line.. the solution? Sending an email with proof of ID and whatever else because I couldnt hear the person speaking very well.. still not resolved and cannot use my money. I have bills piling up and necessities to buy this is insane! I will be closing my account when it becomes unblocked because they dont care enough to help people immediately.

  

  Business Response

  Date: 11/01/2024

  Ms. ********* account was blocked on October 19, 2024, and verification documentation was required to reinstate the account. Documentation was received and reviewed on October 22, 2024, but was insufficient to validate the customers deposit. Additional documentation was received and reviewed on October *******, and the account was reinstated. An email notification was sent to Ms. ********* the same day. Should Ms. ********* require any additional information she can contact us at **************.