Complaints
This profile includes complaints for Onbe's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 332 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23575242
I am rejecting this response because:under Regulation E, prepaid, reloadable cards are covered and a provisional credit must be initiated within 10 business days. Show me where BioLifes prepaid, reloadable card is NOT covered under Regulation E. A 90 day turnaround time is NOT reasonable or acceptable.
nd clearly arent willing to help me get my money back. Im not sure how this company has an A+ rating as theyve been a nightmare to deal with. I just want my funds back that are owed to me so I can pay my bills. Oh and the .50 balance inquiry fee that was also charged, thats owed back as well due to this issue. A full $180 provisional credit should be issued until this is fully resolved.
Sincerely,
******* *******
Business Response
Date: 07/15/2025
July 15, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on July 9, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states on 7/6/25 they went to an ATM at a bank to pull the $180 they had on their prepaid card (BioLife). The *** withdrew the funds from the account but did not dispense the cash. On 7/6, the cardholder states they faxed the dispute form and followed up with an email to customer service with the dispute form attached also. **************** responded on 7/9 to that email stating they no longer accept emailed dispute claim forms. The cardholder states there was a $0.50 balance inquiry fee that was also charged and is requesting for that to be refunded as well as a provisionary credit to be issued.
After reviewing the account, the dispute form was filed and a case number was assigned on July 9, 2025. Investigations can take ***** days to complete, and the cardholder will be notified when the investigation has been finalized. The $0.50 fee was reversed on July 11, 2025. Please note, the card is not subject to provisional credit requirements.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 07/17/2025
July 17, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on July 16, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states under Regulation E, prepaid, reloadable cards are covered and a provisional credit must be initiated within 10 business days. The cardholder is requesting to be shown where BioLifes prepaid, reloadable card is not covered under Regulation E, and a 90-day turnaround time is not reasonable or acceptable.
The card is not subject to provisional credit requirements because the card is a Loyalty, Award, or Promotional (LAP) card, which is not included under Regulation E, as indicated in the terms and conditions that accompanied the card. Fraud investigations may take up to 90 days depending on the nature of the claim. We will work to complete the investigation as soon as possible.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Customer Answer
Date: 07/18/2025
Complaint: 23575242
I am rejecting this response because: in speaking with i3 bank yesterday, they have released the $180 from their account already and you guys simply need to accept the funds and put them back into my account. The up to 90 days is completely unacceptable when those funds have been pulled from ******* already. This is MY money that you guys are withholding for an excessive amount of time for zero reason and is completely unethical, not moral, and is a very poor business process. If you truly care about your customers, then make this right today. This issue was at NO FAULT of my own but yet Im the only one being penalized for the issue.If this isnt resolved today, I will contact ********** and obtain an attorney for theft charges.
Sincerely,
******* *******Initial Complaint
Date:07/05/2025
Type: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 funds are stuck in this mystery bank. I joined the ** Spiff program and received a payment for services. I am unable to get these funds. I am directed to a website that does NOT allow you to create an account. When I call the number on my card there is no option to speak to a human. When I email them I cannot get an answer and when i try to the chat bot it tells me the chat is only available once logged in. I cannot log in because I cannot create an account. And the hamster wheel goes around again.Business Response
Date: 07/11/2025
July 11, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of ********, received the complaint number referenced above on July 5, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states he is unable to access his funds on his card because he is unable to create an account and log in. The cardholder states he tried to contact customer service regarding this issue but could not get a response.
After reviewing the account, customer service reached out to the cardholder via email to assist with their log in issue on July 7, 2025. The cardholder responded on July 9, 2025, stating the issue they were having was that they could not use their card anywhere and was receiving constant declines. The declines were due to a temporary block on the card which has been removed. The cardholder has been successful in making purchases with the card.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/30/2025
Type: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.
Refunds sent to the card issued by Onbe (northlane) are being deducted from my balance not added.Business Response
Date: 07/08/2025
July 8, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on July 1, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states that refunds sent to the card issued by Onbe are being deducted from their balance, not added.
After reviewing the account, customer service reached out to the cardholder to get a better understanding of the issue. The cardholder responded to customer service via email on July 8, 2025, stating the issue has been resolved and the money is now in their account.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/29/2025
Type: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.
The ************* which I've used for years uses this company for their prepaid debit cards. I've had significant issues with this company recently. 1 - They've had at least one data breach, in which card information was compromised. My card was issued, activated, and only used for balance transfers over a trusted network. Card was never swiped, entered, or inserted - ;yet was used in ******** on 5/27/2025.2 - Company scaled DOWN their password security in recent times. An 8 character password minimum is required. However it is now ONLY numbers and capital/lower case letters. Symbols are neither required, nor accepted. This leads to more easily compromised account information.3 - When I ***orted the compromise of my card, the first ***resentative FAILED to deactivate the compromised card, and was rude. 4 - While the next *** actually invalidated the compromised card, and got me a fraud form in minutes via email; this company is still stuck in the 1990's in requiring submission by arcane method (fax). This became a challenge to find a fax machine that would not charge me additional money to get my stolen funds returned. This is 2025, get with the times! 5 - Outsourced script readers claim that even with a submitted form, I'm expected to wait TWO MONTHS for either an investigation or a refund. Again, this is 2025, these timetables are not reasonable considering modern technology.6 - I have been unable to log into my account to access current funds - not just the ones that they're dawdling on returning. Outsourced call center script readers claim to "escalate" the issue. In English this means "get him off the phone, tell him to try back in a few days". It sure would be nice if I were dealing with a bank from the 21st century, or at least one that took compromises seriously, and fixed them in reasonable time. I don't have a choice in dealing with this company, unfortunately. But, maybe shining some light on it will help them fix some flaws in the system?Business Response
Date: 07/02/2025
July 2, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on June 29, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states their card was used in ******** on May 27, 2025. When the cardholder contacted customer service regarding the fraud, they emailed the cardholder the fraud forms to submit. The cardholder states they could not log in to their account to access the remaining funds on the card.
After reviewing the account, the fraud form was filed and a case number was assigned on June 16, 2025. Fraud investigations can take ***** days to complete. Once the investigation has been finalized, the cardholder will be notified. **************** contacted the cardholder to assist with account access and the cardholder was able to log in to their account on July 2, 2025.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23529603
I am rejecting this response because:
Well first of all i didnt give you guys permission to keep my personal information its the law for us to keep our personal information private not giving it to the bank although you guys wont sold any personal data to someone else i just do not want to keep it fir 7 years this long wait is unacceptable and unjust we are going to force it to delete no matter what it doesnt matter if you not allowed to or because of the law and rule our rules are much stricter then yours when it comes ti our personal information as we cannot live 1 day without my personal information in your system i am not going anywhere until my personal information is deleted because my information is in your system so that mean your giving me permission to call because my personal information is in your system while if is deleted then i wont be calling in so i legally promise you i am reporting the action or the policy you guys have for keeping my personal information its my personal information its my stuff so you guys cannot stop me from complaining about this because i am seriously legally sure that if my information isnt deleted in your system like i told you before i do not want my personal information on your system because since you guys are making me wait 7 tears which is unjustified i will no longer be allowed to provide my personal information once you guys deleted after your saying my personal information takes that long all because of ******* and ****** your guys are making me so disappointed every day i called not be happy for once if my information is deleted here because if thats the case i will be changing my email phone number my name and the address which is too hard to do especially if we are not rich as you guys make me do this having to press charges as a crime for keeping my personal information its really not your choice for keeping my personal information its private so i do have to waste time by calling in to complain if i can just set this up as a legal complaint or press charges as my personal information perverted to you so this is PERVERT and not negotiable Failed to comply my lead to legal consequences as we either press charges or legal complaint if not been deleted off the system because you thought that I could just give up on it well my personal information its too strong for me to forget especially its sensitive information so either way your not getting out off this as its ment to be forced delete and i will say legally must be and its required for our family to comply this annoying complaint as my personal information like being in the system for 7 years have you lost your mind about how hard i been trying to do if i where to get this taken care off by the layers but again we are not rich so we may consider pressing charges or legal complaint as this issue isnt stopping at allSincerely,
TION EITHER THAT MEANS I AM NOW FORCED TO CHANGE MY EMAIL ADDRESS NAME AND MY PHONE NUMBER AND AS FOR THE ADDRESS NEEDING MORE HELP FROM ALL MY FAMILY AS I AM GET RID OF MY OLD INFORMATION WHILE YOU GUYS KEEP MY STUPID OLD INFORMATION AFTER THAT I AM NOT ALLOWED TO PROVIDE MY PERSONAL INFORMATION PERMANENTLY AND FOREVER EVEN IF TOU GUYS WANT IT I WILL NOT PROVIDE ANY OF MY NEW INFORMATION AFTER WHAT HAPPENED 4 MONTHS AGO VS NOW !!!! STILL HAVE MY PERSONAL INFORMATION YOUR LUCKY I DID NOT PRESS CHARGES OR DO LEGAL ACTION SINCE I CAN STILL CHANGE 3 THINGS WHILE THE ADDRESS WE WILL NEED MORE HELP FROM MY FAMILY ABOUT THIS WHOLE CHAOS I CALLED THIS PERVERT FOR KEEPING MY PERSONAL INFORMATION FOR 7 YEARS THANKS TO ******* AND ****** WHO SHARES OR STEAL MY PERSONAL INFORMATION 7 YEARS IS UNJUST THE ACT STARTS NOW !!!! IF YOU GUYS FIND MY NEW INFO I WILL PRESS CHARGES AND REPORT AS LEGAL ABUSE FOR PERVERT SEXUAL SYSTEM BEHAVIOR NO MORE NEXT TIME I AM DEAD MEAT SERIOUS TO AVOID LEGAL ACTION
******* ****Business Response
Date: 06/30/2025
June 30, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of P&G, received the complaint number referenced above on June 27, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder has requested to have their data deleted from our system. The cardholder states they have been calling and is being forced to keep their personal information in our system for 7 years and threatens to take legal action if the data is not deleted immediately.
After reviewing the account, both the card and account are closed per the cardholders request. In accordance with applicable law, a company may be exempt from complying with a request for deletion to comply with a legal obligation. Therefore, we cannot currently delete your information, as we must retain a record for a period of seven (7) years due to regulatory and audit record keeping requirements. Therefore, we will purge our records upon expiration of this time period. Again, we would like to assure you that your information will not be sold to or shared with anyone.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 07/03/2025
July 3, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of P&G, received the complaint number referenced above on July 1, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states they understand their information will not be shared or sold, but they did not give permission for their data to be stored for 7 years and states this is unacceptable. The cardholder is requesting that all their personal information be removed immediately. The cardholder states they will press charges or file a legal complaint if their information is not deleted.
As previously noted, both the card and account are closed per the cardholders request. As noted in the terms and conditions that accompanied the card (which you agreed to upon activating and/or using the card), we need to retain this information in order to comply with certain requirements such as government agency or court orders. As such, we are unable to delete your information until the prescribed period of seven (7) years has elapsed.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Customer Answer
Date: 07/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Ok fine you guys can keep the information there whatever you guys like but please note once i change my information you will not going to get my personal new information. so you can keep my old information fine keep it for 7 years i was going to change my information anyway so you can keep it now and also before we end this complaint i would like to share the legal terms and conditions privacy Terms and condition privacy
I am not allowed to provide my private or personal information like my Email phone number name Address what ever information is associated with me since some companies like to keep my private or personal information on the system and its very disappointing and devastating that my whole family had to make this terms and conditions private as a agreement that I am no longer allowed to provide personal information or private information that regards phone number full name mailing Address email address ********************************* consumer services is keeping my personal information for 1, 3 , 5 or 7 years but 1 year is most likely hopefully and same for ************ keeping my personal information for 7 years and ******* and ****** same keeping my personal information or private for whatever policy they have and also same for *** federal trade commission and Commodity future trading commission also keep my private and personal information published for the longest it take maybe your better business bureau to but I dont know so since all this company or organization is driving me nuts I cannot take it anymore so that mean no means no my name email address phone number and mailing address cannot be disclosed anytime longer after what happened with all these companies I mentioned so now my email and phone number will be private and more secured and my name will be Random unless I want to provide my actual name but that depends if they dont keep my personal information but my name will be limited to others who is filling my new private information my name can only be provided for someone who doesnt keep my information on the system creating a report or complaint my name will not be shown Due to privacy concerns and reasons and my email and phone number is not allowed either phone number and email address will be big no no especially my mailing address thats I even more big NO NO so my personal information cannot be disclosed anytime longer starting in June 23 2025 and as we discussed this with my family and we have no more information to share and we will be ending this complaint starting today and i will get my information changed and once its changed then you can keep my old information which i longer have access to so now you can keep it the longest time you want i am changing my information anyway i am changing everything and we wish you the best
Sincerely,
******* ****Initial Complaint
Date:06/20/2025
Type: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 digital gift card issued from this company as an overpayment to ****************** for $200.02 on May 28th, tried using this card on May 30th and it was declined, have been trying to call to have this issue resolved but all I get is a bunch of lies and the run around, they wil not add the money owed to me back into my account, they recently told me that I could fax over a complaint, FAX? Is the only way you can communicate to them, are you serious? Its 2025!! I have called a total of 16 times and they offer no help even though the card with the money I was owed from ****************** was issued by them and did not work at all. This company is a fraud and have many complaints against them for the same issuesBusiness Response
Date: 06/30/2025
June 30, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of ****************, received the complaint number referenced above on June 20, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder received a digital gift card issued from this company as an overpayment to ****************** for $200.02 on May 28th. The cardholder states they tried to use the card on May 30th but it was declined. The cardholder states they have been trying to call to resolve the issue but was told that to file a dispute form they must fax the documentation.
After reviewing the account, customer service attempted to contact the cardholder to assist with filing the dispute form. **************** sent an email on June 26, 2025, and called the cardholder, but the cardholder has not responded.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23471120
I am rejecting this response because:
Hello,
I have contacted the business again because I have not received my giftcard yes as promised by the business. They are not responding to my emails. Please help.
Sincerely,
****** ******Business Response
Date: 06/16/2025
June 16, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on June 16, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder used their virtual **** card for ordering two ******* gift cards ($57.85 and $56.88). The cardholder states both these orders have been lost in shipping from ******* and when the cardholder checked with *******, they told the cardholder that they refunded these orders on their **** card. The **** card is now expired and the cardholder is unable to access the refund.
After reviewing the account, there was one transaction in the amount of $56.88 refunded to the card. The cardholder will need to contact the merchant regarding the other transaction. The virtual card was reissued on June 16, 2025, and the cardholder will have access to the new card information via the original email link.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 07/11/2025
July 11, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on July 7, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states they have not received their card as promised by the business.
As noted in the previous response, the virtual card was reissued on June 16, 2025, and the cardholder had access to the new card information via the original email link. The link to access the new card was resent on July 9, 2025, to the cardholders email address.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23468793
I am rejecting this response because: 6/14/2025 was Sunday, Father's Day. There was/never mail delivery on a Sunday. It's now Wed,6/18/2025 and I still have not received my card. I believe the only appropriate resolution is for my REPLACEMENT CARD TO BE SENT TO ME SIGNATURE REQUIRED.
Sincerely,
***** *****Business Response
Date: 06/17/2025
June 16, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **********, received the complaint number referenced above on June 14, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, on May 20, 2025, the cardholder states they lost their card and called for a replacement. The cardholder states they were charged $6 for the replacement card and was told it would arrive in 7-10 mailing days. The cardholder called back and was then advised the card has been returned due to the mailing address being incomplete and was offered expedited shipping on June 9, 2025, but still has not received the card.
After reviewing the account, the $6.95 replacement fee was refunded on June 9, 2025. Upon viewing the *** tracking information for the card, it was delivered on June 14, 2025.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 06/23/2025
June 23, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **********, received the complaint number referenced above on June 20, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
The cardholder rejected our response noting that the package was delivered on Sunday and there is no mail on Sunday. The cardholder notes that they have not received the card.
It should be noted that the day of the delivery was a Saturday (June 14). A customer agent reached out to the cardholder on 6/20 who noted that the location where the delivery was made is inside her building but that she never received it. Our agents asked for an alternative address and the cardholder noted we could use her sons address. A check has been issued to the cardholder to the cardholders sons address. It was also noted that this program is no longer issuing cards so only a check can be provided.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/11/2025
Type: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 refinanced my auto loan that I had through **********************. The new bank overpaid them. As a refund, I received a prepaid debit card in the mail on June 10, 2025 that also comes with monthly fees. The paper that the debit card came with states, "Go online to move your funds to your ********* account." I do not want to accept or manage a debit card, so I attempted to do this, however no web address is indicated. **************** at ********* tells me they cannot help me because the debit card was sent from North Lane Technologies. There are several phone numbers for this entity (I tried all I could find). They all lead to two robotic choices: 1. Activate the debit card or 2. Hang up the phone. I attempted to email with no response. There is absolutely no way to make contact with anyone from this company without activating their debit card. I am owed $423.57. I cannot believe that it is legal for a company that owes me money to hold that money hostage with no recourse but to accept their debit card that they clearly state is imbued with a monthly fee and limited transactional access! This may be a small amount of money for some people, but it is a lot to me. Frankly, it is worth my time to report this on principle alone. This practice, ostensibly legitimate, is a scam. I have no way of obtaining the money that is owed me without incurring their "debit card" and all that comes with it. I just imagine what would happen if I owed them money and tried to use the same payment method! I so greatly appreciate any help accessing my refund either via check or transfer to my personal bank account. Sincerely, ******** ******Business Response
Date: 06/16/2025
June 16, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of *****************, received the complaint number referenced above on June 12, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder received a prepaid debit card in the mail on June 10, 2025. The cardholder states they do not want to accept or manage a debit card. The cardholder states they called several numbers and was not able to connect to a person, so they sent an email but did not receive a response.
After reviewing the account, the cardholder received a response via email from customer service on June 13, 2025, and a check in the amount of $423.57 was issued.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:06/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23407600
I am rejecting this response because:I am not willing to wait any longer. I originally contacted Onbe nearly 90 days ago regarding this issue. Their service team had plenty of time to correct this and only now that the BBB is involved, they finally respond with little effort. I received a phone call on 6/10/25 from one of their representatives who asked me to confirm my account information (name, address, phone # and email) which I provided the same as I did in March. I also received an email on on 6/11/25 stating that the process could take an additional 120 days which is unacceptable.
ft card which was C + R Research. I have attached that file in reference to that award. It has been another 3 weeks and I have not heard anything from Onbe and I am seeking a refund or replacement in the amount of $105.40. It is very clear that the virtual **** card was used fraudulently and was not my fault.
Sincerely,
***** ******Business Response
Date: 06/12/2025
June 12, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on June 2, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states they contacted "My Payment Vault" in early March of 2025 regarding a virtual **** card which had a balance of $105.40. The cardholder states they noticed the card had been fraudulently used by someone who hacked their computer on Feb. 25, 2025. The only details the cardholder has are that the account name was changed to "****" and the fraudulent purchases were made in **********. The cardholder states they explained the circumstances to customer service and was told they would contact the cardholder via email when there was a resolution, but the cardholder has not received anything.
After reviewing the account, the name and address were updated with the cardholders information. A fraud claim was filed on June 11, 2025, and may take ***** days to be completed. Once the investigation is finalized, the cardholder will be notified.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 06/16/2025
June 16, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on June 16, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states they are not willing to wait for the case to be investigated any longer as they have been contacting customer service since March regarding the fraud.
As noted in the previous response, the timeframe for fraud investigations is ***** days. We are working to complete the investigation as soon as possible.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Customer Answer
Date: 06/20/2025
Complaint: 23407600
I am rejecting this response because:It seems that I will have to wait until this is resolved before I can accept the terms of their response.
There is no reason why this could take so long.
Sincerely,
***** ******
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