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:09/05/2024

  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.

  Today I received a debit card in the mail from Card.com by pathward that I did not apply for. Attached is an image of the letter and card. This is a case of identity theft and I am requesting that the account be closed immediately. The routing number is ********* and the account number is ************. I attempted to speak with a human representative but it seems impossible as the phone number given is an automated call that requires my full social security number which I do not feel comfortable disclosing. I have also submitted a report through the ************************************. Please close the account as soon as possible and contact me if you need any additional information. Thank you.

  

  Business Response

  Date: 09/12/2024

  On August 27, 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. There have been no deposits or card transactions in the Account. A closure confirmation was sent to the email address given on his complaint. To obtain any records associated with the Account, we would require documentation to verify Mr. ***** identity.Successful identity verification requires an unexpired government-issued photo ** and a police report that includes Mr. ***** true address. If a police report is not available, Mr. ***** can provide a copy of his 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 ******************* We trust the information provided satisfies the inquiry and demonstrates that CARD thoroughly investigated Mr. ***** complaint. Should Mr. ***** require any additional information he can contact us at *************.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22247438

  I have contacted ************************** and provided the requested documents on 9/13 and have yet to hear back from CARD.com. Once I have been contacted I will be satisfied and my complaint will be closed.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/20/2024

  We received the required documentation. The records of the account were sent to Mr. ***** via email on September 19, 2024. Should ********** require any additional information he can contact us at *************.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22247438
  
  I am rejecting this response because: I have not received an email response from CARD.com to my email *********************** that includes the requested information. There was no communication received September 19th, 2024. I did check the spam folder. Please ensure you sent the information to the correct email address: ***********************. That is the email from which I sent the request to **************************.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/25/2024

  As stated previously the records of the account were sent to Mr. ***** at the email address of ************************ Attached is a copy of that email. 

  Customer Answer

  Date: 09/25/2024

  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. For some reason I did not receive that email but I was able to view the pdf that you attached, thank you.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/22/2024

  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 was staying at a hotel and used my card.com debit card. The hotel took out for the room plus a $50 incidental. I noticed that on my card it Authorized for $187.46. When I asked Hotel they said no they only authorize it for $156.22, So I called my bank and they said that they charge an extra traditional 20% on top of what the Hotel charges. Since when can my debit card charge and act on behalf of the hotel and take out extra funding on top of what Hotel took out when I did not authorize them to take out additional funding. That is not the credit card or the debit cards business. Theyre only allowed to take out what The merchant is authorizing to take out. Thats giving the credit card company permission to take out however, much funds. They want to take out on behalf of any merchant that should not be legal and is not right. Theyre only allowed to take out what the merchant authorizes.

  

  Business Response

  Date: 08/28/2024

  We received two calls from ******************** on August 22, 2024, regarding the transaction in question. In both calls we explained the pre-authorization process to ******************** and advised her that the tolerance pad should expire once the transaction settled as outlined in the Cardholder Agreement under Section 5G- Authorization Holds. The $187.46 pre-authorization expired back to ******************** account on August 23, 2024, and she was able to access her funds the same day. Should ******************* require any additional information she can contact us at **************.
  

  Customer Answer

  Date: 08/29/2024

  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:08/13/2024

  Type:Service or Repair 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.

  Worst bank ever ! I never had an issue until today ! They accepted a wire transfer for $4,403 and waited 1 hour to block the account and then stated to submit id, and ss in order to access the account I stated no thanks ! Youll didnt ask for that prior to opening the account dont ask now ! Closed the account and told them to send the funds back Im not sure if they have done so but I will be following this because its no reason why they cant return to sender ! So I can gain access to my funds

  

  Business Response

  Date: 08/19/2024

  Mr. ********* account was blocked pending deposit verification on August 13, 2024. We spoke to ******************** the same day and advised him that deposit verification was required due to the name mismatch ACH deposit. ******************** was advised of the documentation required but he refused and requested to close the account and for the funds to be returned to the originator.  ******************** was advised that his request would be submitted. The request was processed, and the funds were successfully returned to the originator on August 19, 2024. An email confirming the deposit return was sent to ******************** on August 19, 2024.We trust the information provided satisfies the inquiry and demonstrates that we thoroughly investigated Mr. ********* complaint. Should ******************** require any additional information he can contact us at **************.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22138470
  
  I am rejecting this response because: I didnt receive any confirmation that the funds were returned and I also contacted the company !
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/28/2024

  The funds were successfully returned to the originator on August 19, 2024, the return trace number is ***************. Should ******************** require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 08/29/2024

  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:08/03/2024

  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.

  August 1, 2024 My checking account was hacked through my debit card the company that hacked it was cashapp, and the person was *************************. Beginning on April 9, 2024, they stole an amount of approximately $1,700 through multiple transactions. I called Cashapp and they referred me to my bank. My bank is ********************** and they go by card.com. My complaint is with the bank. I have sent a slew of emails to different customer service departments trying to move my review forward, email was confirmed received. I sent a personal letter, their Complaint Form and copies of my bank statement with the deductions. After at least 6 calls, the bank tells me that my investigation is complete unless I can send additional documents. NO additional documents exist. They refuse to re-evaluate my account for fraudulent activity. I did not use cashapp and I do not know the person that's on my statement. This is clearly a fraudulent case and ******** refuses to work with me any further, they said their decision stands. For your information I am 66 years old and I'm on security with a monthly income of $1,400. This particular person stole approximately $1700 from me. It is extremely urgent that I receive a refund for something I don't know anything about. I spoke to a supervisor at ******** today and she said the investigation is complete and they stand behind what they say. Which is no further investigations and no refunds to me from a theft.

  

  Business Response

  Date: 08/15/2024

  ****************** filed a dispute claim on July 17, 2024, for transactions totaling $864.91. A provisional credit if eligible was due on July 31, 2024. The claim was denied on July *******. Upon receipt of the complaint, we reviewed the claim and stand behind the denial decision. Should ****************** require any additional information she can contact us at **************.
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22086900
  
  I am rejecting this response because:
  The transactions were not mine, I believe my debit card was hacked. Per card.com I deactivated the card and sent their dispute form along with a copy of my statement showing the withdrawals. The bank insisted that I send additional documents to support the dispute, NO OTHER DOCUMENTS EXIST. I would like to have a new investigation of which cashapp an confirm the withdrawals then have my funds returned. I have no knowledge of the transactions. The amount to me is over $1700. Card.com is asking for the impossible and refuses to go any further. Their requirements are completely unreasonable. Documentation was confirmed received from the bank. 

   

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

  

  Business Response

  Date: 08/16/2024

  We have reviewed the claim and opted to overturn the denial.A credit totaling $1787.00 has been applied to the account and is available to ******************. Should ****************** require any additional information she can contact us at **************.
  

• Initial Complaint

  Date:07/31/2024

  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 filed a dispute with card.com for unauthorized charges to my account between ************ and July,17,2024 In the total amount of $867.86 for multiple fraudulent charges on the 15th charges for 1 for $504, 1 for $8.99, 1 for $126.59, 1 for $2.68, 1 for $103 then on 16th charges were 1 for $53, 1 for $50.95, 1 for $15.70, and on the 17th 1 for $2.95 I had to wait til the transactions posted on the 17th to dispute them which I did right away they had me do dispute forms and I did and sent to the email they told me to. Then they said 10 days provisional credit and nothing they are stealing my money not fair

  

  Business Response

  Date: 08/05/2024

  ******************* filed a dispute claim on July 17, 2024, for transactions totaling $864.91. A provisional credit if eligible was due on July 31, 2024. The claim was finalized as no error found on July 18, 2024. Upon receipt of the complaint, we reviewed the dispute claim and stand behind the denial decision. Should ****************** require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22070276
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I do not accept there response because this is completely unfair. I didn't make any of these charges. I should be protected against this kind of fraudulent activity. I've never had any issue with card.com before and for them to try and say no error occurred is completely wrong. I am going to file police reports against card.com today and I'm going to take every action I can against them for stealing my money. I've read already many bad reviews against them and I will help make bad reviews against them to warn people of the danger there is making accounts with **********************. this is completely unfair they never even messaged me about the denial all they do is lie. I'm going to go against them in anyway possible through the law to take them down. I'm going to my lawyer tomorrow so they can expect to here from the lawyer to. I should be able to be covered by the **** regulations to be compensated for my loss. They are a fraudulent business and completely fraud. They stole my hard earned money now I can't pay my bills and they did nothing to figure any of this out. I should of been able to trust them with my money and I will make sure to make as many people as I can aware of the risk of making accounts with them

  

  Business Response

  Date: 08/15/2024

  As stated previously, Mr. ******** claim was reviewed again upon receipt of the complaint, and we stand behind the denial decision. Should ****************** require any additional information he can contact us at ************.
  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22070276
  
  I am rejecting this response because:
  I feel they haven't done anything to e b en check what happened to my money. This is some real nonsense and I've read many complaints from people that the Same thing happened to them. I'm just going to go elsewhere with my banking needs. Because they have horrible customer service. But I am going to make all the complaints and bad reviews that I can to warn people about card.com that's all I can do is just try and help other people from making the mistake about trusting them. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2024

  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.

  Yes Ive been trying to get a refund for 2 months my card was stolen back in April and my dispute was denied i have proof my card was stolen and everything someone was running the purchases on my card as credit so they didnt need a PIN number. Ill go to the states attorney if i have to.

  

  Business Response

  Date: 07/17/2024

  **************** filed a dispute claim on May 17, 2024, totaling $266.69. A provisional credit if eligible was due on June 17, 2024. The claim was denied as no error found on May 28, 2024. Upon receipt of the complaint, we reviewed the dispute claim and stand behind the denial decision. Should **************** require any additional information she can contact us at *************.
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21988101
  
  I am rejecting this response because: my card was stolen i even have messages from the drug addict family member who done it. Its astonishing that you guys are still saying g no error occurs when i know my card was missing this is a complete shame. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  As stated previously, Ms. ******* claim was reviewed again upon receipt of the complaint, and we stand behind the denial decision. Should **************** require any additional information she can contact us at ************.

• Initial Complaint

  Date:07/12/2024

  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 received a df of $823.56 2 days ago in which I attempted to add to my cash app balance. I have three pictures that state my transactions never went through however , cards.com took the money out of my account balance (totaling ******) said that they sent it to cash app and that it was pending and I have been going through EVERYTHING trying to locate my funds. The money basically never left cards.com and they keep saying the merchant has to release the funds and cash app is saying they never had the funds so they cant release the funds and all of my money in my count has disappeared and not one person can give me an explanation as to where my money went.

  

  Business Response

  Date: 07/17/2024

  We have spoken to ******************** several times from July 11, 2024, through July 16, 2024, and advised that the transaction in question is a pre-authorization hold. ******************** was advised of the pre-authorization process and that the transaction would expire after 30 days if the merchant did not collect the funds. ******************** confirmed that the merchant is unable to submit a Merchant Hold Release letter therefore will need to wait for the transaction to expire. Should ******************** require any additional information she can contact us at ************
  

• Initial Complaint

  Date:07/05/2024

  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 have Pathward banking and on July 5th 4 different transactions were made one right after another. One for $340, two for $141 and one for $340 dollars. It says **** ***** 1 as the place of business who completed the transaction but my card company said I could not dispute the fraudulent transactions before 30 calendar days and that they could not find out what state, city or store the transaction was made in. I had just received my direct deposit from work and my whole check was wiped out in minutes. I cant wait 30 days to get refunded as Im a single mother with no other income. I think this is horrible service as the customer should be protected in the meantime. Pathward banking should be able to refund me my money until they receive the money back from whom ever scammed my account. Please let me know if there are any further steps I can take into getting my money back quickly as I need it to pay my bills. I dont feel safe using this company anymore as I am not protected against fraud and scams.

  

  Business Response

  Date: 07/10/2024

  ****************** notified us of three unauthorized transactions in her account on July 5, 2024. ***************** was advised that a dispute claim could not yet be filed as the transactions were pending and could take up to 30 days for them to settle. ***************** contacted us again on July 8, 2024, as two of the transactions had settled and a dispute claim was filed for $409.73. The dispute investigation into those two transactions concluded and credit was issued to the account on July 9, 2024. The third transaction is still currently pending, the transaction could expire after 30 days if the merchant does not collect the funds. If the transaction does settle ****************** can then contact us to file another dispute. Should ****************** require any additional information she can contact us at **************.  

• Initial Complaint

  Date:07/01/2024

  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.

  06/25/24 I received a direct deposit of $1450 from my employer. The amount posted to my account. Then I received a email telling me contact them as they had temporarily suspended my account. I have submitted my drivers license, passport, two bank statements, signed social security card, and my internet/phone bill . I am being told it is not sufficient. I also requested 4 separate times to speak to a supervisor to be told there is none available but one would reach out with in 4 hours , I have received 0 calls nor have I received ANY emails since being notified of suspension of my account. I have called the twice a day each day so far to receive updates.

  

  Business Response

  Date: 07/08/2024

  ************ account was blocked on June 25, 2024, and deposit verification documentation was required. Complete documentation was received and reviewed on July 2, 2024, and the account was reinstated. Should **************** require any additional information he can contact us at **************.   
  

• Initial Complaint

  Date:06/27/2024

  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.

  On May 5 of 2024 I asked for 3 months of Bank statements it is now June 23 and I still haven't received my bank statements I need those statements for different reasons and because I have not received them I been cut off All my services

  Customer Answer

  Date: 06/24/2024

  I have been with Card.com for over 10 years I called the customer service to ask for 3 months of Bank statements that was on May 5,2024 I still have not received my bank statements they keep telling me that's it's the post office fault. I need these bank statements for eligibility to stay in the program for my care services and my ******** and food stamps. It has been over a month and a half and I still have not received those statements I called them every week and all they keep telling me is it's the mail then they said that they reordered the bank statements and I still have not received them it's been a month and a half this doesn't make any sense I'm about to be kicked off all my programs I will not have food stamps I will not have ******** and I would not have a care provider to care for me because I am on disability this is an outrage this company need to be held accountable for their actions

  

  Business Response

  Date: 07/03/2024

  ***************** submitted a request for bank statements from February through April on May 6, 2024, and was advised that the delivery timeframe could be between 7-10 business days. The bank statements were mailed to **************** address on May 7, 2024. **************** notified us that she had not received her statements on May 28, 2024, and another request was submitted. The bank statements were mailed a second time on May 28, 2024. Again **************** reported non-receipt and the statements were remailed a third time on June 6, 2024.  Should **************** require any additional information she can contact us at *************.