Complaints

This profile includes complaints for ClinCard Prepaid MasterCard's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ClinCard Prepaid MasterCard

  1018 W 9th Ave Ste 200 King of Prussia, PA 19406-1225

• 

  ClinCard Prepaid MasterCard

  640 Freedom Business Ctr Dr Ste 201 King of Prussia, PA 19406-1332

• 

  ClinCard Prepaid MasterCard

  PO Box 60473 King of Prussia, PA 19406-0473

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:05/07/2025

  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.

  1/24 - current Involved in clincial trial which I receive money that is loaded on Greenphire credit card. My card was compromised in January through April. I immediately contacted them and the trial coordinator. Trial coordinator told me I have to deal with Greenphire. I did and filed a dispute explaining everything. I sent them a complete list of fradulent charges. They told me it could take up to 90 days for an answer. The amount of fraudent charges are about $300. All these charges are related to fitness/yoga which I know nothing about. They are all California charges and I live in **************. I have called/emailed many times to see what is going on with NO response. I get a piece of mail from the Bank they deal with saying they credited a debit card with about $40 on it saying case is closed. I no longer have a debit card because they closed it when I started the dispute. It's only for 4 days of charges! These fraudlent charges happened over a 3 month period. I have called customer service at least a dozen times only to be told there is nothing they can do. I have emailed the original person and others, and no one responds, I am still out all this money. Hoping you can get answers for me. I am 74 and I am on social security. I did this trial for extra money to make ends meet. Please help me. Thank you.

  Business Response

  Date: 05/16/2025

  Hello, 
  
  I apologize for your experience with your Clincard. 
  
  As communicated during our recent emails I am working with our banking partner regarding the additional transactions that are being disputed. 
  
  I will communicate with you directly when I have more information. This inquiry has been escalated to the highest level and I hope to have an update soon. 
  
  Thank you, 
  
  Keinan
  Greenphire Support
  
  

  Customer Answer

  Date: 05/19/2025

  ******* was the original person I dealt with from the beginning.  He is the person who sent me the complete list of charges on the card.  So he has had all the fraudulent charges from the beginning. When I filed my complaint with this company, Kiernan  shut down the card so I could not use it.  The company I did the trial with, send me a new card from a different company.  They told me that had a lot of complaints with Greenphire and retained another company for us to use.  There was approximately $300 in fraudulent charges on the card, all having to do with yoga and made in ***********  Other charges were made from livhelp which I did not make.  Every person I talked with via online, all said they can't help me.  This has been going on for 3 months!  There is no phone number to actually talk with.  Originall ******* told me it would take 90 days to investigate, and that time is past.  They finally did send me a debit card for $47.  But, the bulk of the money I have not received.  The credit card never left my wallet and have no clue how they were able to do this.  I never in my life did yoga nor have I been to ***********  Because this company has had many complaints per the ************** there definitely is something wrong going on.  Thanks for your help.  I am leaving tomorrow for my grandson's college graduation and won't be back until May 29.

   

  Customer Answer

  Date: 05/29/2025

  I DID RESPOND BACK TO YOU AND DO NOT WANT THIS CASE CLOSED.  When I got back from vacation, I received a letter from Bancorp.  The said they are paying me and additional $31.99. However, they still are not paying me back everything that that was charged to the account that was not charged by me.  They (*******) and you have all the charges made.  They still owe me money!  Please let me remind you, the **************** got rid of this company because they had so many complaints from patients that money was taken from their accounts that were not their charges.  ************ is committing fraud.  Please go after them for the rest of my money.  Thank you.

  Customer Answer

  Date: 05/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23300762
  
  I am rejecting this response because:
  

  ******* was the original person I dealt with from the beginning.  He is the person who sent me the complete list of charges on the card.  So he has had all the fraudulent charges from the beginning. When I filed my complaint with this company, Kiernan  shut down the card so I could not use it.  The company I did the trial with, send me a new card from a different company.  They told me that had a lot of complaints with Greenphire and retained another company for us to use.  There was approximately $300 in fraudulent charges on the card, all having to do with yoga and made in ***********  Other charges were made from livhelp which I did not make.  Every person I talked with via online, all said they can't help me.  This has been going on for 3 months!  There is no phone number to actually talk with.  Originall ******* told me it would take 90 days to investigate, and that time is past.  They finally did send me a debit card for $47.  But, the bulk of the money I have not received.  The credit card never left my wallet and have no clue how they were able to do this.  I never in my life did yoga nor have I been to ***********  Because this company has had many complaints per the ************** there definitely is something wrong going on.  Thanks for your help.  I am leaving tomorrow for my grandson's college graduation and won't be back until May 29.
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/30/2025

  Hello, 
  
  Unfortunately, as explained previously in our correspondence, the amount you were originally attempted to dispute for were for attempted transactions and not completed transactions.  Attempted transactions are not deducted from your card balance therefore they cannot be disputed.
  
  All the completed transaction amounts were charged back to you at this time. 

  Thank you, 
  
  Keinan
  Greenphire Support

   

  
  

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23300762
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/08/2025

  this company is committing fraud not just to me but others.  The trial company I dealt with got rid of them because of the same complaints I had.  That speaks volumes as to the way the run their business.  There customer service ***** is impossiible to deal with and you can never speak to a human.  I am done with this sham of a company.

   

  Customer Answer

  Date: 06/09/2025

  I have sent you all the info I have.  ******* and *********** ******** have all the bad charges.  ************ has other complaints
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  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 Feb 5, 2025 I made a purchase for a *************** ticket for $711.25. I requested a refund from the merchant before the Pre-Authorization went through and the merchant was able to confirm that they never received the payment and that my funds should have fell back into my account within 7-10 business days. Its been 3 weeks and that transaction in my bank account is still stuck in pending. Whats concerning is that this isnt the first time something like this has happened where ClinCard has held my money hostage and when you call their customer service line their representatives routinely tell people to file a dispute in order to get your money back which can take up to 90 days. They dont operate in the same ways a financial institution should and it all just seems like a scheme. It makes sense that they arent BBB accredited. If you dont file a dispute and wait and absurd amount of time, you simply dont get your money back, they pocket it. The problem is, I dont have time to wait and I need my funds now to pay bills I need for me and my family to live.

  Business Response

  Date: 02/26/2025

  Hello, 
  
  I apologize for the inconvenience you have experienced with your Clincard. 
  
  I have sent you an email directly regarding this inquiry. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized charges and money taken out of my account clin card and I like to get my money back when it's was electric transfer and I qa ot aware or HAD nothing to do with th a t and they denied my claim with out investigating

  Business Response

  Date: 02/03/2025

  Hello, 
  
  I am very to hear about the experience you had with your Clincard. 
  
  I have reached out to you directly by email for more information in order to better investigate your inquiry. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Clinedge Credit Card Master Card from ascension research for a clinical trial back in 10/2023 with $200 loaded on it. I registered the card and checked the balance and realized there were several fees some of them were basically fees for not using the credit card and there was also 3-4 unauthorized purchases during first few months of 2024. I hadnt even registered the card at this point so therefore I did not know of the unauthorized charges until 6/2024 when I found out I filed unauthorized charge disputes for each of the unauthorized transactions. Paylocity informed me that were not going refund the money that was used fraudulently because I didnt report it within 60 days of the unauthorized transactions. So basically of the $200 that was loaded to the card I was unable to use any of it because of the credit card fees and unauthorized transactions. I feel this bank/ credit card company is using predatory practices praying on individuals who have no other choice on how to be paid for participating in clinical research. I also feel that this bank/credit card company is not doing enough to protect credit card holders from being victimized by fraudulent activity.

  Business Response

  Date: 10/15/2024

  Hello, 
  
  I apologize for the inconvenience you have experienced with your Clincard. 
  
  I have reached out to you directly requesting more information in order to further investigate your inquiry. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sons ClinCard debit card expired with funds on it and I have requested a new one be sent to our new address. Given the new address and the fact my sons study ended, they had to escalate the issue. They told me to call back within ***** hours and now after 3 calls I keep being told the same thing. I asked to speak with the billing department where they said the issue is processing and they said they do not have second level support. I mentioned that I need more reassurance that this is being resolved other than getting the same response and now they said a manager will call me. My son is a minor and these funds mean a lot to him. Its not fair that a company is doing this to so many people who sign up for research studies. Very unethical and need to do better. I am a researcher and will never do business with this company.

  Business Response

  Date: 06/27/2024

  Hello, 
  
  I apologize for the inconvenience you have had with your Clincard. 
  
  I can confirm that the card replacement was processed now that the address on file was updated by the facility or clinic who provided you with the Clincard. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

  Customer Answer

  Date: 06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  Thankfully the clinic associated with this closed study was still able to help us. But still would recommend that through ClinCard there would be a more straightforward and quicker way to get assistance with a request like this. 
  
  Regards,
  
  *******************
  

  
  

• Initial Complaint

  Date:05/12/2024

  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.

  In exchange for participating in a clinical study follow up I was compensated with a $200 prepaid ClinCard **** card. This was on April 23. I have been unable to access the funds. The information I've inputted on their site numerous times was rejected. I called customer service and they didn't speak English well and said they couldn't help me but would refer me to someone higher up. Nobody responded. I've tried again to use the card online for a purchase and the information is rejected. Also the company asked for my social security number before issuing this payment from the university that purchased the cards. Because I didn't give it to them, ClinCard deducted $60 from the value of the card for "taxes". This company is stealing money. The website is a consciously planned obfuscation and series of roadblocks to discourage customers and then when you take the time to try to navigate there are only roadblocks. They should be fined/made to go out of business.

  Business Response

  Date: 05/14/2024

  Hello, 
  
  I am very sorry to hear about your experience with your Clincard. 
  
  I have emailed you directly with assistance regarding your card. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:05/03/2024

  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.

  Dear BBB,I spoke to the same customer support rep with ********************** twice today. He was rather cold and I have not had an experience like this in a long time with customer support reps.The dumbest thing is why do I have to be the one who has to care about the rep not to get frustrated? Its their rep who should be nicer than their customers. The rep I spoke to twice was not a customer friendly, at all. I felt like he was looking down on me. I was never rude to him. I always try to be nice to anyone on the phone or in person though Im not a customer rep lol. Their rep cant even do that. I never write a complain as its a waste of my time but I thought I have to this time to let people know that ClinCard has a terrible customer rep as its ok if he did his job but its ok to speak to his customers in any way he wants. Please ********************** train your reps and let them know that when they speak to someone on the phone, they will have to be a bit nicer than usual as their customers cant see your face expression. The rep even hung up the phone before I did. He said if I answered all your questions, bye. and just hung up on me. This I really thought he was really looking down on me. You may think some people just do that so not a big issue but people would have a bad image of ClinCard by just talking on the phone. Whenever I speak to customer support reps with other companies theyre much nicer than the one I spoke to with ClinCard.

  Business Response

  Date: 05/06/2024

  Hello, 
  
  I apologize for your experience with our Cardholder Support team. 
  
  I have emailed you directly regarding your inquiry. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:03/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Office issued me a reloadable ClinCard debit Mastercard good thru 07/24, with no option to opt-out. On 12/14/23 ClinCard began debiting an inactivity fee of $4.50 per month from the card. As of 3/14/23 the balance on the card as a result of deducted inactivity fees is $18.00. The terms of use for the ClinCard does not indicate that a fee will be charged after 6 months of inactivity. There is no visible notice of a service charge or inactivity fee on the ClinCard or the stationery that the card was glued to (as demonstrated by the picture). In fact, it even clearly indicates that the funds DO NOT EXPIRE. Customers receiving ClinCards from the should beware of fraudulent fees. The ************ issues the ClinCard and should operate with transparency by indicating on the back of their debit cards hidden monthly fees and penalties for inactivity and use of their ClinCard debit cards. I was told this could only be addressed by slating to a special team after requesting a manager. Was assured by **** this would be taken care of in 48 hours. It has been 72 hours with no resolution. CASE NUMBER: *******. I am requesting an ADA ************* for email communication only.

  Business Response

  Date: 03/26/2024

  Hello, 
  
  I apologize for the inconvenience you have experienced with the inactivity fees on your Clincard. 
  
  I have emailed you directly with information regarding your card. 
  
  Thank you, 
  
  Keinan
  Greenphire Support

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/19/2024 I was told that the only place I could really use my card was to draw money out of a bank. I was also not talked to with any respect until my partner spoke to them.

  Business Response

  Date: 03/22/2024

  Hello, 
  
  I apologize for your experience with our Cardholder Support team. 
  
  I have emailed you directly with more information regarding your complaint. 
  
  Thank you, 
  
  Keinan

  Greenphire Support

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a duplicate charge by Amazon. Duplicate purchase was never refunded.

  Business Response

  Date: 03/20/2024

  Hello, 
  
  I apologize for the inconvenience you have experienced regarding the canceled transaction in question. 

  My colleague, ******* reached out to you on 3/18/2024 requesting the dispute information you originally submitted to the banking dispute team. 
  
  If you send a copy of this completed dispute form back to her we can ensure that the banking dispute team reinvestigate this disputed transaction. 
  
  Thank you, 
  
  Keinan
  Greenphire Support