Business Profile

Bank

Metropolitan Commercial Bank

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Complaints

This profile includes complaints for Metropolitan Commercial Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:02/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There's 200 USD missing from my account. Revolut Technologies has terms and conditions against Modern-Day Slavery, because of my race, this is an issue. Please see attachments. It's not regarding chargebacks.I'm *******************************; *** Citizen; Native **********; Business Owner; Graduate Student and ****************************************** Alumna. I studied communications. I have law school references. I do not have a criminal record. I keep the Rule of Law. I have public virtue. I don't litter, loiter, trespass, write graffiti, engage in property theft, antisocial behavior, indecent exposure, public intoxication, disturb the peace and crimes on a small or large scale. I am not affiliated to cults, political groups, retaliatory groups, mobs or terrorists groups.Who: *** Citizen and New Yorker What: Stolen funds from Revolut account When: Between Sunday, February 18, 2024 approximately 3 p.m. ******* Standard Time and Monday, February 19, 2024 at 7 a.m. ******* Standard Time Where: Online Why: Theft of ********************* How: My email addresses were compromised and then money was missing from my account when there were no pending charges. I have contacted the ************** of investigation and local police near Revolut Technologies.The business has three adresses: Revolut Technologies Inc.address:************************************************************************* phone number:************** ******************************************************************* **** ** *** **** **** ***** ************ ********** **** ************* ********************************************************* ***** ******* ************ ************ **********************************************************
Business Response
Date: 03/04/2024
Good morning,

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.

The Program Manager for this instance is Revolut. Revolut customers do not have a bank account with **********************. Revolut maintains an account with MCB where Revolut customers funds are deposited. The individual accounts would be held internally at Revolut.

We forwarded this matter to Revolut for investigation and response. Please see below for their response:

On February 20, 2024, after receiving an email from the Customer, Revolut contacted the Customer via in-app chat. The Customer stated the following:

My balance was near 5000. I also had other purchases outside of the 1200, but my account was at 2609. After a purchase at a store, the balance should be ******* as of this morning. I woke up to 2400. There's between 198 - 200 USD missing from my account.

The Revolut Chat Agent provided the Customer with the following clarification: Upon checking the details, I can see that your balance was ******** USD on 2024-02-17 after this transaction of ***** USD to ****** Newsagents. Then you made this card payment transaction of 1200 USD to *************** on 2024-02-17 and after this your balance was ******* USD from ******** USD.

The Revolut Chat Agent also provided the Customer with a copy of the transaction history so they could view the itemized transactions and offered to go through each one to verify thechange of the balance in the account over time.The Customer refused to go through each transaction and left the Chat.

A review of the account was conducted and there are no matching transactions for the alleged approximate missing amount during the time period that the Customer states money went missing from their Revolut account. Accounting details indicate the balance through the transaction history are correct.

Revolut appreciates the Customers frustration and concern regarding this matter. However, there is no evidence to support the Customers allegation that approximately $200 is missing from their Revolut account.

No further action is required in this case.

Revoluts Terms and Policies may be located: ***********************************

For further assistance please reach out to Revolut directly through their in-app chat or my emailing them at *******************

Thank you,

MCB ******************** Unit

Customer Answer
Date: 03/26/2024
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. Please do not publish the complaint.

Sincerely,

******** *******
Initial Complaint
Date:02/09/2024
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.
This bank was used to fraud me out of the money in a computer scam.
Business Response
Date: 02/12/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank complaint form.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager for this instance is Revolut. Please note that Revolut customers do not have a bank account with **********************. Revolut maintains an account with MCB where Revoluts customers funds are deposited.
We sent this over to Revolut to investigate and they provided the below response:
___________________________
Dear team,
We have investigated the account and we have reverted the 19k transaction back to your client.
The full amount should be expected as a return.
____________________________
If you have any further questions regarding the return, kindly have the originating bank reach out to Revolut directly at ********************.
Thank you,
*** ******************** ****
********** **********
********************************************
**
************************************************************************
****************
Initial Complaint
Date:02/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** has kept my money for over three years and refuses to issue a refund or even discuss why they're holding it.
Business Response
Date: 02/14/2024
Good afternoon,
We acknowledge your submission through the Metropolitan Commercial Bank complaint.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions. The program manager for this complaint is *****************
As of August 28, 2021, we no longer have access to your submitted documentation from the Program Manager, ********, due to the program's closure. Therefore, to review your account and make a determination regarding the validity of the account, we will need you to provide us with your government-issued ID, such as a Drivers' License, State Identification Card, or Passport.
We have received your ID's and will work on processing your check which should be expected in 30 days with the below information.
We will be emailing ********************** more information regarding this matter.
Thank you,
MCB ******************** Unit
Compliance Department
******************************************** ** ************************************************************************
****************
Customer Answer
Date: 02/19/2024
Better Business Bureau:

MCB has addressed and satisfied my issues in full. Thank you for your intervention.

Sincerely,

*****************************************
Initial Complaint
Date:01/18/2024
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 was scammed from a company pretending to be Geek Squad. My bank wired the money to Metropolitan Commercial Bank on 12/8/23. Within 2 hours I realized I was dealing with criminals.My bank took action to put flags on this. On Monday, 12/11 my bank's fraud department contacted your bank. Upon giving information, my bank was told to have me file a complaint online on your website. I did so. It took ***************************************************************************************** an email that you are the settlement bank for Program Managers. Only then did you reach out to the 3rd party bank and let them know that fraud was involved. They then stopped all activity on the account. TOO LATE. Why was this information not provided and given to the Program Manager on 12/11 when my bank called you. Sorry to say your security measures to prevent fraudulent activities is extremely minimal allowing thieves to conduct their crimes easily.What was left in the account was $9.47. The thieves were successful!!!
Business Response
Date: 01/31/2024
Good afternoon,
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers.The Program Managers own the account opening, transactions, and documentation for their account holders.Revolut ***************** is one of our Program Managers at Metropolitan Commercial Bank and maintains an account here with the Bank.
Revolut *****************, amongst its many customers, also has one of their foreign affiliates, *********** (a ** company), as a customer. The referenced account in this complaint is a customer of ***********.
MCB Complaints received your complaint entry through our online complaint portal on 12/11 at 5:21pm where you stated:My bank account was hacked by a company pretending to be Geek Squad. After they emailed me and told me that they took the money out of my account for an internet plan which was bogus. They sent me the receipt, I called them and they said they would refund me and could not do it to my **** *** account. They logged me into a sight then they said they reimbursed my account the wrong amount. When I looked into my bank account they were already in there. I had to wire them back the money. It was going to Extravaganza of *************** through your bank. They are a scam and scammed me out of money.
Metropolitan Commercial Banks business hours are 9am-5pm, as such we reached out to you via email on 12/12 at 9:21am for the transaction information on your complaint in order for us to identify the Program Manager and investigate your claim.On 12/15 at 9:26am we received the following additional complaint from you through our online portal stating:I want to add more information to receipt # *****. I was scammed out of $32,619.51. ********* at phone #************ Got into my computer and bank and transferred from one account to another making it look like they deposited money into my account. The fake company billed me for internet service and said they could not refund my **** *** account and had to file on line for refund. My ******* Bank fraud Department has all paperwork with receipts.
MCB Complaints emailed you again on 12/18 and 12/26 requesting more information on your complaint. On 12/27 you responded to our email with the wire details. We then were able to identify the Program Manager and forward it to them for investigation.You were instructed to have your bank contact Revolut directly for possible return of funds,unfortunately the funds returned was what was left.We understand this was the not the response you wanted to hear, we suggest you file a police report with your local authorities, as well as filing an Internet Crime Complaint with the *** by going to ********************.
We apologize for any inconvenience.
Thank you,
MCB ******************** Unit
Customer Answer
Date: 01/31/2024
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]
Unfortunately, my fraud department was on the phone with Metropolitan the morning of 12/11am with all pertinent information regarding the wire and could have at that time further investigated and reach out to the 3rd party bank. My fraud **** was told only for me to follow up with a complaint on their website. On their website it clearly states that it takes up to 15 days for a response. Exactyl fifteen days later on the 26th I received an email asking for more information. On that email it said originally sent on the 12th - they may have typed up but it was not delivered until the 26th. I was on my email almost 24 hours a day looking for a response from them, even in my spam. On the 15th I sent them another email with more information hoping they would respond. Never received anything on the 18th,. again. On the 26th was the first email from them. On December 29th is when they replied to the email from the 15th not before.
Sadly if this bank had taken a more urgent approach the morning they were informed, I may have been able to retrieve some stollen money. **************, SAD way of operating.

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

Sincerely,

*****************

Business Response
Date: 02/21/2024
Good afternoon,

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers. The Program Managers own the account opening, transactions, and documentation for their account holders.

Revolut ***************** is one of our Program Managers at Metropolitan Commercial Bank and maintains an account here with the Bank. Revolut *****************, amongst its many customers, also has one of their foreign affiliates, *********** (a ** company),as a customer.

The referenced account in this complaint is a customer of ***********. ********************** does not have a relationship with ***********, therefore we are unable to access any information on their account holders.

MCB Complaints has provided you with the copies of the emails that were sent you with matching date stamps,we are unsure why you were not receiving them. However, we acted in line with our policies and procedures, and we did reach out to you many times for the information we needed to investigate your claim.

Metropolitan Commercial Bank would like to express our empathy regarding what happened and regrets that a more positive response could not be provided.

Thank you,

MCB ******************** Unit
Compliance Department
********************************************
**********************************************************************
****************
Initial Complaint
Date:12/01/2023
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.
Someone did fraud with my government money I get once a month .i want my refund back n I want this account closed is a savings and **** is the last 4
Business Response
Date: 12/05/2023
Good afternoon,
We acknowledge receipt of your complaint through the Better Business Bureau.
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
We understand that your direct deposit was transferred to an account related to **********************, unfortunately we are unable to locate the account with only the last 4 digits.
In order to investigate your claim, we will need additional information.
Kindly provide us with respect to your claim, the itemized details of each transaction as follows:
Date of transaction(s)
Amount of transaction(s)
Beneficiary account number (The full account number) to which the funds were credited to
The *** reference/trace number
You can provide the additional information through our online complaint form:
**********************************************************************************************
We apologize for the inconvenience.
Thank you,
*** ******************** ****

********** **********

************************* * **** *****

********* ** ***** ****************
Initial Complaint
Date:08/28/2023
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 wired money from **** of America to this bank because I was a trader and this broker said he works for Meta Trader5 and as soon as I realized he was a fraud and a scammer I called my bank to try to recall the transaction.. **** of America has been trying to get the money back from Metropolitan bank and this bank is not helping! Its been more than 6 months since I filed for a report.
Business Response
Date: 08/30/2023
Good morning,
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers,for which they have the ownership of the customers account information and transactions. The Program Manager in this instance is **********
Please note that ********** customers do not have a bank account with **********************. ********** maintained an account with MCB where their customer funds were deposited.

We forwarded your complaint to ********** for investigation and response please see below:
"Dear ****************,
This is ******* from **********, I am one of the appointed complaints handling officers within our company.
Thank you for your patience while I reviewed your complaint in full.
I understand that you filed a claim outlining that you were the victim of a sophisticated scam and that cryptocurrency you held has been sent to external addresses you have no access to.
Firstly, I would also like to express my empathy regarding what happened, I appreciate that a significant amount of money has been lost.
In this case we have acted as per your explicit instructions and fully in line with our Terms and Conditions and all applicable regulatory requirements.
While we provide financial services, the decision what to do with your funds is always entirely up to you and all crypto currency transfers were initiated on your end after we had satisfied our internal compliance requirements.
In light of the above and the applicable Terms and Conditions below we will not be able to offer a refund:
QUOTE

2 Digital Asset Transfers.
2.1 ********** processes all Digital Asset Transfers according to the Instructions received from you and does not guarantee the identity of any recipient. You should verify all transaction information prior to submitting Instructions for a Digital Asset Transfer to ********** as the Digital Asset Transfer may not be canceled or reversed once processed by ********** unless ********** decides at its sole discretion that the transaction should be canceled or reversed and is technically capable of such cancellation or reversal. You acknowledge that you are responsible for ensuring the accuracy of any Instructions submitted to ********** and that any errors may result in the irreversible loss of your Digital Asset.
UNQUOTE
Going forward we strongly urge you to file a police report and have the funds tracked down and seized by the Police.
Should we receive an official request for assistance by them we will provide our full support to their investigation. The Police authorities can reach out to our relevant Internal support team via email: *******************************
Please also make sure the case is passed to your local Police authoritys cyber crime department.
We recommend that you review the following resource pages that you may find helpful: Avoiding Digital Currency Scams, which can be found in our *********** by searching the title and 7 Common Crypto Scams and How to Avoid Them, which can be found in our University resource page by searching the title.
Additionally, please note that we have launched the ********** Verify security tool available at ******************************* allows you to determine the legitimacy of social media channels, email addresses, phone numbers, and other sources associated with **********. Should you ever be contacted by a representative of our company and you want to verify the authenticity of said contact, please do not hesitate to use ********** Verify or to contact our **************** team.
With that being said, I understand this was not the answer you were expecting, as such we would respect your decision should you wish to escalate this outside of our company as well. Should we be contacted externally, we will cooperate.
Kind regards,
The ********** Team"

If you have not done so already, we suggest you file a police report with your local authorities, as well as filing an Internet Crime Complaint with the *** by going to ******************** .

Please contact ********** at ****************** if you have any further questions.

Thank you,

*** ******************** ****
********** **********
********************************************
************************* * **** *************************************
****************
Initial Complaint
Date:08/21/2023
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 signed a friend up for ******, which we were both supposed to get 25$ bonus. It's been weeks and both of us have chatted several times. We keep getting told they have to escalate it because we should have had our bonuses by now. And then we never hear anything back from them. I just want ****** to honor the bonus they are advertising. If I would have known they would be this shady I never would have referred them to ANY of my friends. At this point after repeatedly being lied to its about the principal. Businesses should be held accountable for the promises they are making to their customers.
Business Response
Date: 08/29/2023
Good afternoon,
Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions.
The Program Manager in this instance was ******. We forwarded your complaint to ****** for investigation and response.
Broxel has advised that the promotional credits ($25.00 each) were applied on 8/25/2023 to both *************************** and ********************************* (referral).
We apologize for any inconvenience.
Thank you,
MCB ******************** Unit
Compliance Department
********************************************
**********************************************************************
****************
Initial Complaint
Date:08/03/2023
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.
********* wire from ***** Fargo to MCB to ********** to ******* to mecedoblt.idm fake crypto scam site.
Business Response
Date: 08/17/2023
Good morning,

We acknowledge your submission through the Metropolitan Commercial Bank complaint form.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, meaning we issue wallets and prepaid cards,for which the Program Managers have the ownership of the customers account information and transactions. The Program Manager for this matter is *********** Please note that ********** customers do not have accounts at Metropolitan Commercial Bank.

See below response provided by **********:

Dear **************,
This is ******* from **********, I am one of the appointed complaints handling officers within our company.
Thank you for your patience while I reviewed your complaint in full.
I understand that you filed a claim outlining that you were the victim of a sophisticated scam and that cryptocurrency you held has been sent to external addresses you have no access to.
Firstly, I would also like to express my empathy regarding what happened, I appreciate that a significant amount of money has been lost.
In this case we have acted as per your explicit instructions and fully in line with our Terms and Conditions and all applicable regulatory requirements.
While we provide financial services, the decision what to do with your funds is always entirely up to you and all crypto currency transfers were initiated on your end after we had satisfied our internal compliance requirements.
In light of the above and the applicable Terms and Conditions below we will not be able to offer a refund:
QUOTE

2 Digital Asset Transfers.
2.1 ********** processes all Digital Asset Transfers according to the Instructions received from you and does not guarantee the identity of any recipient. You should verify all transaction information prior to submitting Instructions for a Digital Asset Transfer to ********** as the Digital Asset Transfer may not be canceled or reversed once processed by ********** unless ********** decides at its sole discretion that the transaction should be canceled or reversed and is technically capable of such cancellation or reversal. You acknowledge that you are responsible for ensuring the accuracy of any Instructions submitted to ********** and that any errors may result in the irreversible loss of your Digital Asset.
UNQUOTE
Going forward we strongly urge you to file a police report and have the funds tracked down and seized by the Police.
Should we receive an official request for assistance by them we will provide our full support to their investigation. The Police authorities can reach out to our relevant Internal support team via email: *******************************
Please also make sure the case is passed to your local Police authoritys cyber crime department.
We recommend that you review the following resource pages that you may find helpful: Avoiding Digital Currency Scams, which can be found in our *********** by searching the title and 7 Common Crypto Scams and How to Avoid Them, which can be found in our University resource page by searching the title.
Additionally, please note that we have launched the ********** Verify security tool available at ******************************* allows you to determine the legitimacy of social media channels, email addresses, phone numbers, and other sources associated with *********** Should you ever be contacted by a representative of our company and you want to verify the authenticity of said contact, please do not hesitate to use ********** Verify or to contact our **************** team.
With that being said, I understand this was not the answer you were expecting, as such we would respect your decision should you wish to escalate this outside of our company as well. Should we be contacted externally, we will cooperate.
Kind regards,
The ********** Team

If you have any additional questions, you can reach out to ********** at ****************** or through their in-app chat.

Thank you,

MCB ******************** Unit
Compliance Department

********************************************

**********************************************************************
****************
Initial Complaint
Date:07/31/2023
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.
Ok I've been with AVID prepaid company for long time and I'm on disability and I have breathing problems and I use air tank I'm on ssdi I get my money from AVID bank some reason this month I called them to see were my funds they said they received my deposit but are waiting till 31st or 1st to post them so that not right for anyone to just hold your money and my electric is about to be shut off when that happens I want have electric for my air tank so I'm worried without that I'll die
Business Response
Date: 08/09/2023
Good afternoon,

We acknowledge your complaint submission through the Better Business Bureau for Metropolitan Commercial Bank.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, for which they have the ownership of the customers account information and transactions. The Program Manager for this instance is Expanse (AVID). Please note that Expanse customers do not have a bank account with **********************.

We forwarded your complaint to Expanse for investigation.Please see below for their response:

We received the complaint for *************************** regarding his Social Security direct deposit being held by ***** We have reviewed ******************** account and the direct deposit he inquired about was received and posted to his account at 12:29 PM on July 31, 2023, and the following notification was sent to him at 12:50 PM.
$943.00 has been direct deposited to your AVID Prepaid from SSA TREAS 310. Available Bal: $935.00.2023-07-31 12:50:53
We also reviewed each phone conversation between ***************** and our customer support team and found that during each call he was advised his direct deposit was expected on July 31, 2023.
At no point was ***************************** direct deposit being held.The funds were posted to his account on July 31, 2023, as soon as the direct deposit was received. ****************** receives direct deposit of his Social Security payment which is typically received and posted to his account between the 29th and 1st of each month.

We appreciate your patience while this matter was investigated.

Thank you,

MCB ******************** Unit
Compliance Department
********************************************
************************* * **** *****
********* ** *****
****************
Initial Complaint
Date:06/12/2023
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.
********** customer support has failed to submit a fraud claim on a prepaid debit card issued by them and is treating me like suspect instead of a customer based on false assumptions. The company staff has also froze my funds the the card. they are failing to abide by **** card regulation and consumer protection laws. The are withholding money from me and are making excuses not to begin processing a claim on any charges regardless of reason. ** Metropolitan Bank is the issuing bank and is responsible for Cryptos compliance with applicable laws and regulations.
Business Response
Date: 06/14/2023
Good afternoon,

We acknowledge your submission through the Metropolitan Commercial Bank complaint form.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, meaning we issue wallets and prepaid cards, for which the Program Managers have the ownership of the customers account information and transactions. The Program Manager for this matter is **********. Please note that ********** customers do not have accounts at Metropolitan Commercial Bank.

See below response provided by Crypto:
_________________________________________________________________
The customer provided us with an email to the vendor asking for a refund.
It appears to be something related to a **************** (I have asked the customer to elaborate further on what the service is that he used) but he hasn't responded as yet.
Additionally, he has 3 x issues with transactions. One in April 2023 for $44.44, and two more in May ($50.00 and $575.00).
Our internal department has investigated them all and denied there were un-authorized, as the customer claims.
Our internal team advised that because the customer willingly provided his details to the vendor and utilized their services in the past, plus it is most likely to do with gambling, then we are not in a position to offer a refund and he must resolve the matter with the third-party vendor.
_________________________________________________________________

As such, we consider this matter addressed and tended to.

Thank you,
MCB ******************** Unit
********** **********
********************************************
**
**********************************************************************
****************
Customer Answer
Date: 06/19/2023
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:

[Your Answer Here]
The issues are as follows. The charge for $44.44 is a billing dispute at which the merchant has failed to respond to my emails for a refund. The merchants website shows they will issue a refund within two business days of the order/charge. I emailed the merchant within that time frame and they failed to reply to this day. Crypto was provided **** of the email correspondence multiple times and purposely delayed submitting the claim and asked me repeatedly to provide the same proof. Crypto support was stalling from submitting the case than decided they werent going to submit a claim for me after weeks of back and forth.

the specific charge for $575 wasnt authorized because I didnt give permission for the charge to be made by the merchant. The merchant is not suppose to retain card details and I never provided them the card information again for $575 charge. The other charge arent related and no tangible product or service was provided to validate the charges.
The merchant has a chance to respond during the dispute process where they can provide evidence even though they dont have any.
Regardless what the charge is for, the card issuer still needs to adhere to regulation e and has failed to do so. Crypto instead would rather make excuses and disregard their customers when its come down to disputes on their prepaid cards. It doesnt matter what the charge may be for. Regulations on electronic funds transfers still need to be followed for transaction disputes.
Failing to adhere to regulation E is a violation of the law. If resolution cant be found here than I will take further action.

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

Sincerely,

*****************************

Business Response
Date: 06/22/2023
Good afternoon,

We acknowledge your submission through the Metropolitan Commercial Bank complaint form.

Metropolitan Commercial Bank is the issuer and settlement bank for various Program Managers, meaning we issue wallets and prepaid cards, for which the Program Managers have the ownership of the customers account information and transactions. The Program Manager for this matter is **********. Please note that ********** customers do not have accounts at Metropolitan Commercial Bank.
See below response provided by crypto:
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We received word from the Metropolitan Commercial Bank regarding your subsequent complaint related to two transactions that you have reported as unauthorized.
After performing an independent investigation and assessment of your case, I can confirm that the dispute of the ***** USD transaction performed on the 27th of April 2023 has been accepted for review. Regarding the 575 USD transaction performed on the 4th of May 2023, as you have already been informed, the dispute has also been accepted for review. In addition, you have been granted temporary credit of 575 USD while your claim is being investigated. If you have not done so already, please fill out, sign and submit the Dispute Form attached to this notice. We need to receive the signed dispute form back within 10 business days.
Due to security reasons, your *************** card has been closed and a new one will be issued to you free of charge. In order to proceed with the card reissuing process, please confirm the address to which you would like the card delivered.
__
As noted above, Crypto is waiting for you to provide the necessary document.
Thank you.
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