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:10/15/2024

  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 lost my card and don't have access to my money until a new one arrives and I lost my value possessions because of this! They don't even tell you that and gives you an option of not using them they just tell you when the situation occurs and no business should handle business like that it's not why you trust these institutions with ur money

  Business Response

  Date: 10/25/2024

  We have reviewed the account referenced in the complaint.  The customer called October 15, 2024 when the replacement card was received and has accessed the account.  We consider this complaint closed

• Initial Complaint

  Date:06/10/2024

  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.

  They stole my money right from the first on this prepaid card. I started with ******* and they changed me a 50cent fee which they day brings it to *******?? In my calculations should equal *******. duplicate fees unknown fees and it just got worse for the next 6 weeks. The company has given me every excuse but still doesn't add up!

  Business Response

  Date: 06/13/2024

  We acknowledge receipt of the complaint from the cardholder.  Customer Support has made several attempts to contact the cardholder to address and resolve any concerns she may have.   This includes phone calls, voicemails, text messages and replies to emails received from the cardholder.   We consider this matter closed.

• Initial Complaint

  Date:03/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thu, Mar 28, 2024, 4:41 PM *********************** <************************> wrote:i need *************************** and *************************** direct depoist number and routimg numbers so i can switch they account ti another bank . **************************** *********** ************************* ********** social security said they avcoubt have different account and routing numbers in its in savings account i eant they may 2024 going to another sccount

  Business Response

  Date: 04/04/2024

  On March 28, 2024, ************ spoke with a customer service representative at 7:00 PM EST and was provided routing transit number and account number for *************************** and ***************************.  To stop any future deposits, ************ will need to contact the originator.  We consider this matter closed.
  

  Customer Answer

  Date: 04/04/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/25/2024

  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.

  On February 28th, my SSI check of ******* dollars was deposited into my account. As soon as the deposit was made, someone withdrew ******* dollars. For the first time in a year, there was no alerts sent. So i kept check my account, but there was nothing. So i went to social securty, where i was told that my information was updated. What for i had do idea, because it wasn't me. So i called nexscard, I was told that someone withdrew the ******* dollars and brought some items. Not know he didn't file a complaint, until i called the follow ( which was the fiftenth of march). So sat (23rd)i recieved a letter nexscard stating. That there investigation was not their error. So no funds will be returned. Without any explanation the mater was closed. I'm a senior citizen on SSI, which is my only source of income. Where as i can't pay my rent or anything else. I need help finding who took my money and why im not intitled to get it back. Thanking you in advance, ***********************

  Business Response

  Date: 04/05/2024

  The customer had filed a claim for an unauthorized charge to her account which has been finalized. We spoke with the cardholder March 24, 2024 and the documents received from the merchant were emailed to the cardholder. The customer was also advised an appeal may be filed if additional information is provided. We consider this complaint closed.

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a purchase at Gamestop and the transaction did not go through... yet my Nexscard was debited for $242.69. I contacted Nexscard customer service to resolve this issue. Unfortunately I was given misinformation so i called back to ask for a supervisor... i was told one was not available. so i called back and reached one of the rudest people ever. He claimed his name was ****. I say "claimed"... Based on the fact that I called back today and he gave me a different name. I knew it was him because of the same unprofessional uptight rude attitude. Fortunately I record my calls. He is basically telling me I am not getting my money back because it has already been refunded... even though it shows on my account as still pending. So he says... "I can just go ahead and remove that." I am not sure if he is the last point of contact... but I am currently out of $242.69 on Christmas eve. which means it has caused me an undue financial hardship. I have used Nexscard for years for my direct deposit of my Military benefits. The first time I needed to call... this is what I deal with. So of course they lost my business. I would like my money returned to my account so I can close it and move on. I really tried to avoid contacting the BBB and the military fraud department. But after today's interaction... I have been left with no other resource. I am a disabled veteran and I need my money. This guy is beyond rude and unprofessional. I will never use Nexscard again and would discourage anyone who would even consider using their service.

  Customer Answer

  Date: 12/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe one of my old phones was stolen, containing all my information and was used to purchase from ****** play. I was at work when i received the text from my card . As soon as I got home I called them and told them the charges were not mine, and they said they couldn't do anything until the charges went through, they canceled my card and sent me a new one. Now they won't refund the money because all the information matches. Of course it does it was one of my old phones with all my information

  Business Response

  Date: 10/13/2023

  The customer had filed a claim on unauthorized charges on her account which had been finalized.  We have spoken to the customer and additional information has been received and an appeal has been initiated on behalf of the customer.  We consider this complaint closed.

  Customer Answer

  Date: 10/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did not make these purchases. I am Nexs to cancel them as soon as I got a break at work to check my phone. I was told they could not cancel them.... I don't understand why I can not get my money back.  Some of the charges, show they were international,  I'm in ************.  Also it shows a phone was connected to mine in *****... I was told by **** that the information that ****** had matched mine. It did because one of my old phones that still had all my apps and emails was stolen. Also ******** stars was purchased and I the one screenshot it shows that I've never purchases ******** stars. I don't know what more I could do to prove it was not me or authorized by me. I'm a single mother with a 11 year old daughter. I was paid Friday and by Friday evening I went from $580 to $56, while I was at work. This is not the first time my Nexs card was hacked, I believe Nexs should do there own investigation,  not go off what ****** said. Because they denied my refund. I really need that monet back. I would not blow all my money in a matter of hours, if you look at my pervious purchases from ******. They have never been that amount of money. It's always smaller. Just to finish a level on a game. My daughter birthday was Oct 10 and she got nothing and her father just died 3 months ago. I'm struggling as it is and then for someone to use my money and for yoy not to refund me is ridiculous 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/23/2023

  The customer had filed a claim for unauthorized charges on her account and all the documents received did match the customer information. The customer provided additional information and an appeal was initiated on her behalf. The appeal has been finalized and the customer was awarded the disputed transactions and has received her funds. We consider this complaint closed.

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/30/2022 social security sent me ***** for back pay at 5pm an on 12/01/2022 I woke up to only ***** there was ***** missing I filled a dispute I have called an called an they have closed my account I have 3 different bank statements they said funds were spent I can't spend ***** in 7 hrs I can't get but ****** a day they took my money I'm 55 yrs old now I'm homeless that was my camper money an ********* please help me

  Business Response

  Date: 04/14/2023

  We have reviewed the information relating to this complaint.  We note that we have sent statements and discussed the transactions in question with the cardholder on several occasions. The specific time frame of 11/30/22 through 12/1/22 was discussed at length with the cardholder to which she confirmed she completed the *** and Point-of-Sale transactions. We assisted the cardholder in filing a dispute for the unauthorized transactions that occurred during the same timeframe and the investigation was completed. We consider this complaint closed

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  
  They are talking about ******** that was left after they took ***** if you will loom on my screen shot you will see it went from ***** to ***** over night none of my transaction showed I didn't spend that **** missing they took that over night 
  

  
  
  
  
  
   
  

  Business Response

  Date: 04/27/2023

  We provided ************** with a statement and also provided guidance on how to review transactions using our mobile application as well as on the Avid website. We note that all of the transactions that ************** deemed were missing when she reviewed the mobile application were present and visible on the statement that we provided. Additionally, our mobile application displays "Pending Transactions" at the upper portion of the Transaction History page. In the screenshots that ****************** submitted as an accompaniment to her complaint, we note that this Pending Transactions section was omitted. In the future, should ************** encounter a similar concern, we encourage her to scroll up on her mobile device to identify any pending transactions. During our phone conversation with **************, we inquired as to her understanding of our statements and transaction history as well as if she identified all of the transactions that she originally deemed as missing.  ************** acknowledged the transactions were authorized by her and confirmed that all of the transactions on her statement were correct, accurate and complete. We consider this matter closed.

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Avid prepaid card and let them know about my card being lost/stolen. The representative started a dispute process I faxed the paperwork over January 2 2023. I called them January 13th to check the status of the dispute the representative told me it was still in process and I should hear something by Monday January 16 2023. Today I went to check my mailbox and I had a letter dated January 11th from them stating they denied my claim. I have no understanding when they representative told me it was still under process. They didnt even bother investigating they denied my claim in 7 days. Im facing financial hardship and on disability and that was money I saved up. I put that money on a card until we came up with the rest to get my son that passed away a headstone for his gravesite. Now I have nothing and they are not doing their job to correct what was taking from me. If I have to I will contact an attorney for this matter because I cant take another loss.

  Business Response

  Date: 01/24/2023

  The customer had two dispute cases. When the customer called, the customer was advised the process for the open case. We refer the customer to the dispute process where customer updates will be provided. The investigation for the other case had been completed prior to the customer call. The customer may file an appeal if additional information is provided. We consider this complaint closed.

• Initial Complaint

  Date:01/12/2023

  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.

  On 12/28/2022 my ssi deposit of ***** dollars hit my avid prepaid card as it usually does and yes I made some transactions but the transactions made do not add up to *****dollars there were transactions made such as holds on my card from a hotel for $50 dollars for a security deposit and holds from using the card at a quick trip gas station pump for ************************************************************************ my statements dont add up to ***** dollars but somehow I have 0 dollars I have talked to customer service they just wanna file disputes about particular charges like a fraud case and deactivate my card and send a new one but thats not the issue I had possession of the card the whole time for some reason avid has drained my account and will not return my money

  Business Response

  Date: 01/18/2023

  We have discussed the transactions with customer and are in receipt of the customers transaction dispute and an investigation is being performed. We refer the customer to the dispute process where customer updates will be provided. We consider this complaint closed

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the *** on November 26 to get out $200 dollars and it didn't dispense out the $200 dollars I file a dispute on November 27 for my $200 dollars and on December 9 2022 they were suppose to give me a provision credit back and I never got it so I come to you all to ask for help getting back my $200 dollars I am ********************************************************************************************* get back my money. Thank you. *******************************

  Business Response

  Date: 12/20/2022

  We are in receipt of the customers transaction dispute and an investigation is being performed.  We refer the customer to the dispute process where customer updates will be provided.  We consider this complaint closed.