Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2024

  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 did a disput list my card and transactions were involved that were not authorized by me they refuse to invistsgste the problem and didnt him me my money back state they close dispute and I can not trust them with my money if my card was lost and transaction made I file it and they just decide to do nothing in this case

  

  Business Response

  Date: 07/03/2024

  ********************** filed a dispute claim on June 19, 2024, totaling $394.59. A provisional credit if eligible was due on July 4, 2024. The claim was denied as no error found on June 20,2024. 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 *************.
  

• Initial Complaint

  Date:06/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to change my address and send verification to them I got a new card and it can't be activated because I have no online access to my account they can't use my docs I just sent them on June 6 said I have to send more to them and have no further opinions about me getting my money

  

  Business Response

  Date: 07/02/2024

  ******************** notified us of issues with activating her card on June 21, 2024, and she requested to update her email address. ******************** had submitted documentation for address verification, and we were able to use the same documents to update her email address. ******************** was able to activate her card and access her funds on June 25, 2024. Should ******************** require any additional information she can contact us at *************.

• Initial Complaint

  Date:06/06/2024

  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.

  A deposit of $24,000 was made to my account last Thursday night. It was from a trust for an inheritance. They froze my account Friday and said I need to send multiple documents and I did. They said give 48 hours. Ive contacted over 20 times. They have exceeded their time. They are holding $14,000 of mine without cause and will not release it. I have to pay bills. They say a manager will call me and they dont. It has now been 6 days. They are stealing my money

  

  Business Response

  Date: 06/11/2024

  ****************** account was blocked for deposit verification on May 31, 2024. Documentation was received and reviewed on June 4, 2024; we attempted to contact **************** and left a message advising her of the additional documentation required. We received and reviewed additional documentation on June 7, 2024, the account was reinstated the same day, and an email notification was sent. **************** was able to access her funds on June 7, 2024.We trust the information provided satisfies the inquiry and demonstrates that CARD thoroughly investigated ****************** complaint. Should **************** require any additional information she can contact us at *************.
  

• Initial Complaint

  Date:05/20/2024

  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.

  On may 18, 2024 I received 2 cards in the mail from Card.com Two different account numbers. I did not ask for these accounts. I want these accounts closed and cancelled. This is fraud. Company wants my SS number to verify. I will not give this information out.

  

  Business Response

  Date: 05/30/2024

  On May 10,2024, we received a request to open the Accounts.  We verified the ** information that we were provided using a third-party service. The accounts were opened with the identification information provided.Based on the complaint and positive confirmation that **************** did not apply for the Prepaid cards issued by The Bancorp Bank,N.A, we have permanently closed the Accounts due to identity theft. We sent a closure confirmation to the email address given on his complaint.We trust the information provided satisfies the inquiry and demonstrates that Card.com thoroughly investigated Mr. ******* complaint. Should **************** require any additional information he can contact us at *************.

• Initial Complaint

  Date:05/17/2024

  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 been a cardholder for years. My first card expired so I needed to order the new one. Which never came. I ended up having to change my DD with work so I could still get paid. 2 YEARS later I was in contact with someone from customer service. I sent her my new info and the card was mailed. I have received the new card.
  My problem today is that I have $1,312.79 on my ******* ****** **** ****** that I can not activated due to old log in credentials.
  Customer support is not available. No email response. Nothing
  I've even sent in proof of Identity so they could help me.
  But no
  Nothing
  
  Please please help me.

  

  Business Response

  Date: 05/28/2024

  We received an email from Ms. N*** on April 1, 2024, where
  she notified us of issues with accessing her online account to activate her
  card. We called Ms. N*** the same day and advised her that verification documentation
  was required to update her email address and that she could also activate her
  card via phone. We received emails from Ms. N*** from April 4, 2024, through April
  18, 2024, where she asked for assistance with activating her card. We called
  Ms. N*** and left several voicemails and have not received a response. An email
  response was sent every time asking Ms. N*** to contact us. Upon receipt of the
  complaint, we again called Ms. N*** and left a voicemail message. As advised
  previously Ms. N*** can activate her card by calling the number listed on the back
  of her card ending in ****. We need to speak to Ms. N*** regarding a check as
  that would consist of the account being closed. Ms. N*** can reach us at
  **************
  

  Customer Answer

  Date: 05/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have never called or left me any kind of vmail. Nor have I received any emails from your company. So you have read all my emails and just ignored them. If I was able to activate the card via phone I would have. It is saying my social and zip code do not match. 

  I sent in the proof of Identity so I could get into my account online.

  I'm not sure about a check. The account was closed because the card expired and it took y'all entirely too long to send my new one.

   

  My email is **********************

  Please contact me on there. 

  Your number doesn't help me at all. It's not a real live agent.

  Thank you
  
  
  
  Sincerely,
  
  
  
  Cortnie N***

  

  Business Response

  Date: 05/30/2024

  An email was sent to Ms. N*** advising her of the
  documentation still required to update her email address (copy of the email is
  attached). Once the email address is updated, Ms. N*** will be able to access
  her online account where she can activate her card and confirm that the Social
  Security number and zip code on her account are accurate. Should Ms. N*** decide
  to contact us we can be reached at **************

  Customer Answer

  Date: 05/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not received any emails. In every folder. There is nothing from you. I will send over my info. My new email and proof of social. I would like to be contacted via phone
  
  
  
  Sincerely,
  
  
  
  Cortnie N***

• Initial Complaint

  Date:05/16/2024

  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.

  My tax refund was stolen thru cash app. Over $1,000. Ive been fighting merchants and only received 200 back

  

  Business Response

  Date: 05/24/2024

  We reviewed the documentation attached to ****************** complaint and confirmed that it was the same documentation submitted for a claim filed on ****************** other account with a card ending in 3189. A dispute claim was filed on March 26,2024, for transactions totaling $1552.19. A provisional credit if eligible was due on April 9, 2024. The claim was denied as no error found on April 9, 2024,and a denial letter was mailed the same day. 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 ************.

• Initial Complaint

  Date:05/15/2024

  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.

  I received what appears to be a prepaid/debit card in the mail, with information about how to activate it. I never requested this. The company is clearly trying to scam people as this seems to be a common tactic. I never requested this account. I never signed documentation or made a request. Any statement made by the business to the contrary is a lie. This company is using deceptive and misleading business practices. Will be filing a complaint with the *** and FDIC.

  

  Business Response

  Date: 05/24/2024

  On April 22, 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 ***************** Account, we have permanently closed the Account due to identity theft. There have been no deposits or card transactions in the Account. We contacted ************** on May 20, 2024, but she advised that she was not comfortable with the conversation and disconnected the call. We trust the information provided satisfies the inquiry and demonstrates that CARD thoroughly investigated Ms. ****** complaint. Should ************** require any additional information she can contact us at *************.
  

• Initial Complaint

  Date:05/14/2024

  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 May 13, 2024 I received in the mail a card.com ********** card which I did not apply for. I called their support number to report identity theft but was not able to speak to a person since they requested full personal information which I will not give. The card number is ******************* with a routing # of ********* and an account # of ******************* close the account immediately with a note that it was opened fraudulently.

  

  Business Response

  Date: 05/24/2024

  On May 3,2024, 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 ***************** 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 the complaint. We trust the information provided satisfies the inquiry and demonstrates that CARD thoroughly investigated Ms. ********* complaint. Should ******************** require any additional information she can contact us at *************.
  

• Initial Complaint

  Date:05/10/2024

  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 contacted Card.com on 3/22/24. Shortly after the last purchase was made and I noticed the ongoing transactions. I reached out to the merchant to try to resolve it first and made sure they were aware I had not had an account with them in 2+ years but they were unwilling to find a resolution even though when I contacted them I provided my name and information and it didnt match the information on the account. They only based it off if the card was used around the location of the address associated with the account. I had been using tap to pay because its not uncommon for my kids to move my cards from where I usually put them and sometimes it takes me a minute to find them so that was what I assumed had happened and figured it would turn up. I realized that was apparently not what happened and I must have dropped it somewhere and not realized it when I looked and saw the charges. When I notified my bank of the fraud, I included all of this information. I Have not had any charges from that company on my account in the last 2 years because like I said I have not had an account with them for at least that amount of time and do not have an account with them. And they denied my claim. After the denial I called and requested the documentation used to to determine the outcome and was not provided with it. I have attached a copy of the denial I received. I shouldnt have to worry about whether or not my money is protected in the event that things like this happen.

  

  Business Response

  Date: 05/13/2024

  ************** filed a dispute claim on March 22, 2024, totaling $1251.00.A provisional credit if eligible was due on April 5, 2024. The claim was denied as no error found on March 28, 2024. A letter containing the details of the investigation was sent to ************** as she requested on April 16, 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: 05/13/2024

   
  Complaint: 21696142
  
  I am rejecting this response because:
  Firstly, what I have attached is the only documentation I have received from them. Secondly, I have not had an account with that company that the charges are from for over 2 years. The account that my card was used on is not even registered to me. Its not in my name and its not associated with my email. Which I showed them in the emails with the merchant that I sent to them where it showed that. Its not my account. So not really understanding how $1251 charged by a company to an account thats not mine and isnt even registered to me is not an error and fraud. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/20/2024

  As stated previously,Ms. Weases 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 ************.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21696142
  
  I am rejecting this response because:

  I have already provided the proof showing that the merchant acknowledged that I had no association with the account but because whoever stole my card played the game around the address that they put into that account, that they couldnt confirm fraud or refund my money. There is also nothing in my account usage that would even suggest that this wasnt fraud. I havent had an account with them for over 2 years and even after seeing the merchant acknowledge I was nit associated with that account, youre still refusing to refund my money. The only resolution moving forward is for my money to be refunded and put back where it belongs. As I have stated Ive already showed all the evidence to support that 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/28/2024

  As stated previously, Ms. ****** claim was reviewed again upon receipt of the complaint, and we stand behind the denial decision. We consider this matter closed.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21696142
  
  I am rejecting this response because:
  With proof that the account that used my card is not mine and I dont have an open account with the merchant the charges are from, they are still denying fraud. Theres nothing in my account that would indicate that it wasnt. They continue to just repeat the same reply and provide no information to back it up and make no effort at providing a resolution. It seems that a resolution is going to have to be sought in an alternative way. Because this is getting nowhere. I have been trying to resolve this for a month now. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/06/2024

  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 in the mail on 4/29/24 from Card.com advising it's attached to a checking account opened in my name. I have no memory of opening a checking account and did not request a debit card. I have called the customer service number, but it requires my SSN which I will not provide. Please immediately and permanently close this account and cancel the card.

  

  Business Response

  Date: 05/06/2024

  On April 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 **************** did not apply for the ***************** Account issued by Pathward, N.A, we have permanently closed the Account due to identity theft. There have been no deposits or card transactions in the Account. We trust the information provided satisfies the inquiry and demonstrates that CARD thoroughly investigated Ms. ******* complaint. Should *************** require any additional information she can contact us at **************.