Business Profile

Bank

Pathward Venture Capital, LLC

Headquarters

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Complaints

This profile includes complaints for Pathward Venture Capital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

746 total complaints in the last 3 years.
196 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/29/2024
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 used my Rush card that Pathward (Meta Bank) oversees to book a cruse on ******** ****** line for Oct 14 2023. I was unable to take this cruise due to emergency back surgery. ******** has stated that they have sent the money back to Pathward which Pathward is stating they have yet to receive the money. I have contacted the company multiple times to get this resolved and they keep giving me the run around. The amount of the refund in question is $400. Pathward says no money has been sent in that amount. Via contacting ******** with both parties on the line ******** has been doing everything to help but Pathward is doing nothing.
Business Response
Date: 03/20/2024
Hello ******** *******
We apologize for the inconvenience, but Rushcard has advised Pathward that more time is needed to resolve your complaint. We will provide an update or resolution to your issue by 3/30/24.
Thank you,
Pathward Customer Service
Customer Answer
Date: 03/20/2024
I have been trying to get this resolved with them since Oct 2023. I will allow them till 3/30/2024
Business Response
Date: 03/21/2024
The resolution is attached. This was also mailed to the consumer.
Dear ******** *******

Pathward received your complaint from an Better Business Bureau (BBB). Thank you for reaching
out to Pathward to clarify the action on your account.
The Rushcard prepaid debit card program was wound down and closed in **** ****. All cards
were closed at that time and no further transactions processed. Any merchant return to this
account after ******* would not process through to the card due to the closed status. You will
need to work with the merchant regarding any refund they attempted to send to a closed account
as the funds were never received by Rushcard/Pathwawrd. As part of doing our due diligence, we
did review everything, and no return transaction was received and posted to the account. Due the
status of the Rushcard program, the return was automatically denied.

Should you have continued concerns, please do not hesitate to reach out to Pathward with the
number below.

Sincerely,

Pathward Customer Service
Initial Complaint
Date:02/28/2024
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.
***** **** is a scam and has robbed me of over 2,000 and I have proof vans police reports. My card was stolen from my car that was broken into around Christmas, I filed a police report as someone made unauthorized charges. As I tried to Reach out to my bank for help , they denied my request saying no errors were found… how is that so when I have a police report, which they said apparently does not matter. They didn’t ask to see any other evidence , they just made their decision. What’s even more sketchy is after I filed a dispute for the charges that I didn’t authorize they deleted my account the next day…
So I couldn’t see anything , had to wait 10 days for documents to be mailed so I can see what’s going on and then when I wanted to contact the disputes department it took three weeks for them to even get back to me and then I had a rude agent forcing me to try to talk on the phone in the moment that he called me mind you I had been waiting for three weeks and he I was in the car and he was telling me to stop driving to look at the documents while I was driving very unprofessional I have not received any help for my funds
Business Response
Date: 03/06/2024
Resolution is attached
Customer Answer
Date: 03/08/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

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

while yes your saying things were done one the same device idk what’s not clicking as my phone was stolen…. So how could I have made those purchases which was my point from the beginning. It’s nice and all to have told me that they were made from my phone but I most likely knew that and my information was all in my car. So I’ve still not been helped, they claim they do all of this research, but have not even contacted the agent on my police report, but are going off of an IP address or tracking. Whatever when clearly I had stated numerous times my phone was stolen so again I don’t know what’s not clicking, which is why I’ve been so adamant about this claim for months now.
Business Response
Date: 03/19/2024
Recontact resolution is attached
Initial Complaint
Date:02/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A charge of $309 was made to my debit card from ****** on 2/19/2024.I did not authorize this charge.I quickly called the card holder Pathward,N.A. and reported the disputed charge.I was told a form would be sent to me to fill out for the dispute,in the mean time a credit of $309 would be put back on my account until it was resolved.I would be able to keep the money if it was resolved in my favor,otherwise would have to be returned.I received the form while also receiving a letter AT THE SAME TIME stating my claim was denied.Their reasoning was I made purchases related to the charges in question.I assume this means since I purchased from ****** before therefore this one is valid also.I do not believe they contacted ****** directly at all and only looked at the fact that I have purchased from ****** before.Not much of an investigation if you ask me.
Business Response
Date: 03/14/2024
Resolution is attached
Re: BBB Complaint
Case #********

Dear ***** ********

Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
out to Pathward to clarify the action on your account. The response from ***** ******* is
attached herein.

Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
contact information on the attachment.

Sincerely,

Pathward Customer Service
Initial Complaint
Date:02/26/2024
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.
I received a Serve Unlimited Cash Back Reloadable **** Debit Card as a holiday gift (despite the packaging saying this is not a **** gift card). I was curious to know if the card had funds loaded onto it, so I followed the directions to make an account to check the balance. I found that $30 had been loaded onto the card, so my plan was to use the card balance that day and then close the account. I do not need this debit card, nor do I want it. When I logged into my account later that day, I found that $9.95 had been taken from the account as a monthly fee. That same day I decided to withdraw $20 from the account and then call to close the account so I had the gift that was intended for me and then would no longer have the debit account I do not want and will not get charged anymore monthly fees. When I called customer service (which was difficult to locate and even more difficult to speak to a human) I was told that since I had $0.05 in my account they could not close it. They said I had to have a zero balance in order for them to close the account, despite the Serve **** Cash Back Deposit Account Agreement stating, "Should your account be closed, we will send a check to your address on record for any remaining balance on your account, subject to any fees (see your Fee Schedule for applicable fees, if any)." The 4 customer service representatives I spoke to on 2 different occasions would only reply that I can use the $0.05 I have in the account and then they can close it for me. They refused to acknowledge the information I presented to them and told me they cannot mail me a check for that amount even though that procedure is in the agreement. I finally settled for the representative to "temporarily lock" my account, so I would not be charge anymore fees. I do not care about the $0.05 in the account, I only want the account closed so that it does not effect my credit score and I do not get charged for an account I do not want.
Business Response
Date: 02/01/2024
The Card account noted in this complaint is issued by ********. Although it bears the Serve name, it is a product managed and serviced by ********. Please forward this complaint to ******** for research and response.
Business Response
Date: 03/13/2024
Resolution is attached Dear Mr. *******

Receipt of the above styled complaint is hereby acknowledged. We have investigated the issue with
your ***** ***** Prepaid Card.

A refund check for the remaining account balance of $0.05 has been issued to you. Per your request, the
account has been closed.

We place a great deal of importance on customer satisfaction and want to be sure that our customers
have a positive experience with our product. Please contact us if you have any questions, or if we may
be of further assistance in any way.

Sincerely,

Complaints Research Team
****** Financial Services, Inc.

Customer Answer
Date: 03/13/2024

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.

Sincerely,

***** ******
Initial Complaint
Date:02/26/2024
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 issued a **** ***** ****** Card somewhere a long the line. It was for $15. The expiration date is 04/27. On the front and back of the card it reads "Funds Do Not Expire".

When I went to check my balance there was $0 on it. I looked on line and called the number on the back. The agent informed me there was a fee for not using this card. I asked to speak to a supervisor who also told me the same thing.

This card is misleading. If the funds do not expire and the card has an expiration date, how can they deduct a fee? That is very misleading to a senior citizen.
Business Response
Date: 02/26/2024
We are unable to locate an account with the name and
address provided. Please verify bank name on the back of the card is Pathward.
If so, provide 16-digit card #, on the card. Or the account/routing number
Customer Answer
Date: 02/27/2024

Complaint: 21347099

I am rejecting this response because:

Card number is *******************. On the back it reads issued by ********* *** On the MetaBank website it read that they were acquired by Pathward Venture Capital, LLC

Sincerely,

********* ******
Business Response
Date: 03/13/2024

Re: BBB Complaint
Case #********

Dear ********* ******

Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
out to Pathward to clarify the action on your account. The response from InComm is attached
herein.

Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
contact information on the attachment.

Sincerely,

Pathward Customer Service

Pathward, N.A.
5501 S Broadband Lane
Sioux Falls, SD 57108
** ************
** ************
Initial Complaint
Date:02/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used to work at ****** **** and received a payroll card because at the time I did not have
a bank account. I received the paychekplus card. I lost my card and was not able to get into my old email address. I contact them and have been getting the run around ever since. It is now 2024 and after sending many fax and and recently a letter I still have not gotten my card back. I just recently called (February 9, 2024 and sent a letter to the *** *** ******* ************ *** *****) they stated that they did not receive any of my mail. Time and time again, I have presented all of my information and I have been getting the run around. I need my refund and take this as a lesson to not deal with companies such as this. It is disappointing because it is a payroll card. I need help
Business Response
Date: 02/21/2024
Hello *******,
We're unable to identify the account with the name, address, and details provided. Normally, we'd ask you to verify the bank name on the back of the card and provide the 16-digit card number, but you mentioned in your complaint that you lost your card. Please provide your name exactly as it appeared on the card along with the full address the card was registered under. For direct assistance, call ************. This number goes directly to a Pathward representative.
Thank you,
Pathward Customer Service
Initial Complaint
Date:02/19/2024
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.
Account number **************** Feb 19,2024 I ordered a replacement card Feb 1, 2024 and still have not received no replacement card in the mail. I have contact customer service and have not got no where my disabilities benefits come on that card I need help getting my replacement card. When ask to speak to a manger or supervisor they put me in the cube for long periods and no supervisor. Please help me get my replacement card.
Business Response
Date: 02/23/2024
February 23, 2024

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

Re: BBB Complaint
Case #********

Dear ******* ******,

Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
out to Pathward to clarify the action on your account. The response from NetSpend Corporation is
attached herein.

Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
contact information on the attachment.

Sincerely,

Pathward Customer Service
Initial Complaint
Date:02/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/24/2024 bought a prepaid card with the amount of $240.00 dollars around 10:30 pm at ******* in San luis AZ 85349 to buy automobile part online. So i went on the ***********.com to active the just how the back of the card said to do so for customer service when i enter card info. it said it was active and ready to us with the $240.00 dollars.the only thing that it didnt let me put in the card was a billing addrass so i look for the parts when i was paying with the card it was decline so i was what i just so it was ready and active so i went back to the card web addrass when enter card info to see agine the balance andsee why it was decline it only had around $10.00 dollars balance so now i called the number [**********] to why and so they said that i just had bought something with it. I told them no it didnt let me buy nothing because it needed a billing addrass and it only has $10.00 dollars on the card so they check and said it all fix your cash is there agine so i checked my balance agine andb yes it was there my $240.00 dollars so i said how is that ok so i left it for the next day but didn`t try it until three day later on the the store in person and yes i bought some thing my total was like 16 or 17 dollars and card pass so on 01/27/2024 went to the autoparts to buy my parts said to me they are going to be more expenseve but it is the only way it works so when i was paying it was decline so i went home and call custemer service check balance and said it had one dollar. balance so i got in touch with a customer agent and they said i used it in a store called alaska crab in alaska and i told them that no the only pergchet i made was for 16 or 17 dollars in ***** * in San luis AZ 85349 a gas station close to my house so i open a case #******** and send them everthing they ask for and and and they said it will take like 90 days or less but i checked and it is solve they dont want to give me my cash until 90 days and this the secound time it happens
Customer Answer
Date: 02/26/2024
Yes I have they send me a email saying that they need my documents so they can issue me a refund on a check and I call them asking them what kind of documents they need but I had already given them that information they need so they said to wait 3 weeks for the refund check but I asked them that if they were going to give me just my refund plus a compensation for waiting almost 90 days that they were doing business with my money so they didn’t say anything and two days later I received my refund on a check for $240.00 dollars got it on 02/22/2024 and I haven’t cashed it I was waiting to ask you if I go ahead and cash it . I still need to know what is the next step because they have done this to me twice and imagen to how many people they are doing this and not giving them their refund thank you and hope they get stop on taking others people money
Business Response
Date: 03/05/2024
Please review attached. Dear **** * *****:

Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with your
******* **** Gift Card.

Unfortunately, you were a victim of a form of fraud known as package tampering. This means that your
card was fraudulently compromised prior to activation. Our fraud team continues to investigate this
issue. When you contacted our office on January 27, 2024, a case was opened. As standard procedure
we requested documentation to further aid in our investigation and the documentation was received on
February 5, 2024. The case has been finalized in your favor and a replacement card was issued to you.
Upon receipt of your complaint, as requested, a refund check in the amount of $240.00 has been
expedited via *****.

We place a great deal of importance on customer satisfaction and want to be sure that our customers
have a positive experience with our product. We sincerely apologize for any inconvenience this matter
has caused. Please contact us if you have any questions, or if we may be of further assistance in any
way.

Sincerely,

Complaints Research Team
Initial Complaint
Date:02/15/2024
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.
I notified Spruce(Pathward NA) on 1/17/2024 of an unauthorized charge on my account of $404.87. I submitted the statement of fraud as soon as I received it via email the same day. I have confirmed with numerous customer service representatives. As of 2/14/2024 which is the 20th business day I have not received provisional credit. I have contacted customer service throughout the day on 2/14/2024 and I continue to get the normal generic response that an investigator is working on it. Spruce (Pathward NA) has violated Reg E which states they should provide me with provisional credit on the 20th business day if they haven't completed their investigation. In the email I received from Spruce which also stated "If written confirmation is received within 20 business days, you may qualify for a provisional credit. We will review this. No one has contacted me with any update.
Business Response
Date: 02/22/2024
Resolution is attached
Customer Answer
Date: 02/22/2024

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.

Sincerely,

****** *****
Initial Complaint
Date:02/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought the Serve prepaid card because I needed to pay my electric bill online. I didn't have my regular debit card on me and my electricity was shut off. I purchased the card for 2.00 and added 25. When activating it, it says you have to register it to use it online. I put all of my information in that was requested and was denied. How you can deny someone a prepaid debit card that they already added money to is beyond me. It's absurd and I've never heard of such a thing. My blood is boiling because I'm out of money and my electricity is still off. I called the number on the back of the card and I couldn't understand the lady of course, but I believe she said I was not approved and that I could only use the card in stores, and if I tried to register it again, it wouldn't work. She said that my identity wasn't able to be verified because of a mistake when putting in my information, which was incorrect. So the card was/is useless. I asked her how I could get my money off of it and she said there was no way to do that. The next morning I was charged a 10.00 "monthly fee" So the moment I tried to pay my bill it wasn't allowed because I had to "register" the card before it could be used online. Then when I try to register it I'm denied and told the card is no good but then you charge me a 10.00 "monthly fee"??? How does that work? Scam, thieves, con artists! I called customer service yet again and demanded my money back which was denied, I asked to be transferred to management in billing, but I was transferred to just another associate and was denied. I worked for a prepaid debit card company in the past and I am aware that refunding this charge is indeed possible but was denied again when I made it known I knew that it was indeed possible and if they could not refund it, then I wasn't speaking to management. He agreed and said he would transfer me to management. Put me on hold and I waited and waited and waited until I couldn't wait any longer and hung up. It was a game to them. They take people's money and laugh in your face when you try to request a refund. This company needs to be put out of business. The number of complaints here through the BBB and the fact that they have a -1 rating says a lot. Why are they still able to sell these cards? Time to do something about it! I want my money back. I am a single mother living paycheck to paycheck. I have a prepaid electric bill that I can only pay online and now because of these jokers my electricity is still off and I'm out the money I had to pay it. I am extremely pissed off and put out. I want my money back and since this stupid card has no use, the card number is 4930 8010 3710 1456 cvv 862 so you know who to refund the money to!!!!!!!!
Business Response
Date: 03/06/2024
Hello ********* ******
We apologize for the inconvenience, but InComm is requesting more time to resolve your complaint. We will provide a resolution by 3/15/24 at the latest.
Thank you,
Pathward Customer Service
Business Response
Date: 03/11/2024
March 11, 2024

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

Re: BBB Complaint
Case # ********

Dear ********* *****

Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
out to Pathward to clarify the action on your account. The response from InComm is attached
herein.

Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
contact information on the attachment.

Sincerely,

Pathward Customer Service

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Pathward Venture Capital, LLC is NOT a BBB Accredited Business.