Complaints

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

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• 

  Pathward Venture Capital, LLC

  5501 S Broadband Ln Sioux Falls, SD 57108-2253

• 

  EPS Financial, a division of MetaBank®

  PO Box 1484 Easton, PA 18044-1484

• 

  MetaBank

  P O Box 24462 Louisville, KY 40224

• 

  MetaBank

  9000 Wessex Place #101 Louisville, KY 40222

• 

  MetaBank

  1600 Terrell Mill Rd SE STE 400 Marietta, GA 30067-8307

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:04/28/2023

  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.

  Regarding Pathward Venture Capitol, LLC services received through a direct depost bank card Serv. account info. as follows : Bank Name : MetaBank, Account type: checking, Account Number :*************, and routing number: *********. I spoke with Jack from Serv's fraud dept. on 04/02/2023 after I found funds missing from my Serv account. I asked when and where was my ATM card used and amounts of withdrawals? 2 withdrawals in the total amount of $******, 03/25/2023 amt. of $****** from *** ******** ATM, ***** ******* ************ and on 03/31/2023 amt. of $****** from *** ******** ATM **** ******** ***** ******* ******** *** ****.I explained that I was in ********* ************ at my job working. I was no where near those atm locations, and my card is always in my possesion. I asked how could they obtain cash from an atm without my card and a pin # ? I was then informed they would have to investigate, which would take 45-90 days to resolve. Then on 04/12/2023 , the fraud department at Serv informed me of their decision, I was not going to be reimbursed for the $****** of my hard earned money. I truly believe they are at fault. they know the locations and dates of the thefts from my account, there should be a picture of the person in front of the ATM machine at the time of the withdrawals. I then contacted the BBB and spoke with Daryll on 04/20/2023, he advised me to contact Pathward Venture Capital LLC. I contacted Pathward on 04/20/2023 and was told to call number on back of my Serv card. I tried three times, each time I was put on hold and subsequently hung up on. I then called the BBB on 04/25/2023 and spoke with Darryl again, he then advised me to file this complaint, and here we are. I need my $******. If i'm not reembursed soon, my landlord is talking about eviction proceedings. PLEASE HELP ! Thank you.

  Business Response

  Date: 05/09/2023

  Resolution is attached

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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 the past two weeks pathward bank that is associated with ********* have taking $******* for me and locked my card. There's no way to to contact the card company, to dispute the issue. And when I do get in contact with an agent or the AI. Then say my card never existed. It's nothing on file that even says I ever had a card with this company.

  Business Response

  Date: 04/28/2023

  We are
  unable to locate an account with the information provided. Please verify
  Pathward is the bank name on the back of the card. If so, provide the full 16
  digit card number or an account / routing number so we can look in to this
  further. For Direct assistance call ************.

  Business Response

  Date: 05/15/2023

  resolution is attached

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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 have this card ***** ******* **** by Meta bank, have not deposited my unemployment check in my account yet

  Business Response

  Date: 04/27/2023

  Resolution attached.

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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.

  Metabank, via its ******* prepaid card has scammed me out of **$. They claim that I filled out the online registration incorrectly, as pertaining to my very legitimate physical address. How even do these people expect to know where I reside, the audacity. This, issue, according to their **** **** ************** phone agents who are located in *** ***********, precludes me from using the card I have already been forced to put money on, you cannot even get the card without at least a ** $ payment. Precludes me from using the card online, at an ATM, and at every single store I've tried thus far, this is an utter scam, and must be the perpetuation of a desperate company, there is no logical way they can rationalize ethically or legally simply swiping **$ from me. Typically if you have to access a prepaid card, you are already in some sort of financial difficulty so these folks have decided to steal from the poor, I'm utterly fuming that the simple act of trying to become a customer has cost me **$ I don't have and hours worth of headaches, I simply wanted to make a purchase online. Utterly shameful, please look into this.

  Business Response

  Date: 05/03/2023

  Resolution is attached

• Initial Complaint

  Date:04/20/2023

  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.

  Hello
  
  I have a ******** **** and MetaBank is the issuer.
  
  They do not have a competent customer service, they do not speak english and they sabotaged my dispute by not comprehending it. I must go straight to the card issuer, MetaBank and have my dispute re-filed.
  
  Please confirm.

  Business Response

  Date: 05/10/2023

  We apologize for the inconvenience, but ******* is requesting more time to resolve this complaint. We will provide a resolution by 5/19/23.

  Customer Answer

  Date: 08/25/2023

  The following must be added to this complaint and presented to Pathward. The following issue is proof that Pathward must be involved in overseeing the incompetence & negligence between ******** * ******a employees.
  This is an update about ****************/******** **** # ******** and this immediate better business bureau complaint against Pathward.
  Progress has been made in being credited for refunds made by merchants, & disputes being filed & credited instantly for unauthorized debits, all from the ******** ****, powered by Pathward.
  However, a series of credits & refunds remain owed.
  
  I have been receiving a mix of contradicting messages, some denying disputes, some approving the disputes, some refusing to file the dispute for 60 day timeframe limit, but still being credited for the disputed amount. See attached 4 examples, 2 of which were credited back to me anyways despite what the ******** employees said.  So this inconsistency must be addressed. This is proof there is no 60 day time limit, and its these inconsistencies, system failure breakdowns, and communication failures between ******** * ******* / Pathward that has led to this delay in the first place because I have been requesting to file disputes since May, and I have been sounding the alarm on your many system failures since May.
  On August 22 I was finally credited numerous amounts for April unauthorized debits that were just disputed on August 22. Review those credits, review those disputes, & then review the attached 4 examples to see glaring evidence of your teams continued contradictions and communication failures. Also review the ******* attached example. Why is it that ******* employee sometimes responds and handles a dispute, & why is it that sometimes ******** employees handle a dispute? From what I am witnessing, it is incompetent ******** employees who are responsible for negligent responses refusing to process a dispute, while I have received mostly positive assistance from ******* employees in filing disputes, and the 5 attachments show this glaring difference. It doesn't even make sense that a ******** employee would refuse to file a dispute for $312.46 and $1228.93 citing 60 day limit, yet my USD balance was credited for these unauthorized debits on Aug 22. It doesn't make sense that many other unauthorized debits from April have been refunded back to my ******** USD balance on August 22, while the attached 4 examples show refusals to file disputes (2 of which were refunded anyways).
  Please process the additional disputes that have not yet been acknowledged, either because ******** employees are preventing those disputes. If they are given to ******* to dispute, they seemingly have no issue in processing the disputes for me.
  
  I am still missing many credits for both types: merchants that refunded my ******** card purchases, but your system has failed to credit to my USD balance, & many unauthorized debits still. They are as follows:
  
  Cancelled orders, merchant refunded the following, but ******** still has not credited to my USD balance:
  
  6/2 for $698.75
  6/4 for $822.65
  6/7 for $910.89
  6/10 for $1174.34
  6/23 for $811.88
  6/23 for $1282.04
  6/25 for $2447
  
  These debits were refunded by the merchant, but ******** system still has not credited back to my USD balance. Once again the attached complaint shows the proof of cancelled orders / refunds of these 7 transactions from the merchants. You need to process the credits immediately. Better Business Bureau complaint #20398843 against Pathward, & complaint #20398965 against ******* insists that ******** will process the disputes and refund.
  
  Now for the remaining unauthorized debits that have not been processed, despite my pleas for months, you have not refunded, or even filed disputes for the following:
  
  Unauthorized:
  
  3/31 AMZN $606.64
  4/7 AMZN $668.02
  4/7 AMZN $69.04
  4/7 AMZN $90.81
  4/7 AMZN $55.03
  4/8 AMZN $863.82
  4/9 AMZN $36.64
  4/9 AMZN $50.43
  4/9 AMZN $47.35
  4/10 AMZN $676.12
  4/12 AMZN $75.22
  4/12 AMZN $111.96
  4/12 AMZN $321.44
  4/12 AMZN $289.97
  4/12 AMZN $1002.03
  4/12 AMZN $385.19
  4/13 AMZN $310.78
  4/16 AMZN $301.57
  4/16 AMZN $344.33
  4/16 AMZN $287.12
  4/18 AMZN $156.48
  4/24 AMZN $343.81
  4/24 AMZN $318.63
  4/25 AMZN $89.63
  4/25 AMZN $269.38
  4/25 AMZN $73.28
  4/25 AMZN $36.61
  4/25 AMZN $238.70
  4/25 AMZN $185.08
  4/25 AMZN $81.72
  4/25 AMZN $48.49
  4/25 AMZN $69.32
  4/26 AMZN $142.87
  4/26 AMZN $181.06
  4/26 AMZN $193.95
  4/26 AMZN $354.69
  4/28 AMZN $192.72
  4/28 AMZN $136.37
  5/30 AMZN $375.36
  6/6 AMZN $41.15
  6/24 ebay $915.98
  (this $915.98 transaction remains pending in my transactions despite it being 60+ days old. this was reported, and should have fallen off by now, as it still has never posted, preventing a dispute???? Someone must intervene)
  
  A few or all of the above unauthorized debits were not disputed because employees messaged me refusing to file dispute, stating 60 day time limit (see attached), but again, on August 22, ******** and/or ******* or Pathward, filed many disputes against other April debits, and credited my USD balance immediately, so you must be consistent and dispute ALL of them, not some of them. I only received 6 acknowlegements of refusal to dispute for 60 day limit, while the rest have not been addressed, but again many unauthorized debits from April HAVE been disputed by ********/*******/Pathward on August 18-22. I have no idea who is actually responsible for filing these disputes, and why ******** employees sometimes message me refusals to dispute the remaining unauthorized debits from the same time period.
  
  Please coordinate the processing of the remaining credits and refunds as listed above. The 7 debits that merchants have voluntarily refunded or tried to refund due to cancelled/returned orders have not been credited by the ******** system to my USD balance, and the unauthorized debit list remains in need of filing disputes, and it is inexcusable that some incompetent ******** employees say 60 day time limit, when 1) I have been reporting these for months, and 2) it contradicts everything Pathward/**************** is doing to resolve this, and what my USD balance activity shows and the numerous disputes successfully filed from Aug 18-Aug 22 thus far against April unauthorized debits. Why I have to keep sending updated lists and asking for the remaining to be credited / disputed is very frustrating, but its a continued pattern of  hit or miss with communicating and transmitting info to ******** help, ******** card, etc because of all the moving parts involved between the 3 companies *******/Pathward/********.

  Business Response

  Date: 09/11/2023

  Hello Cole Bartiromo,

  ******* has provided the attached and advised Pathward that they are in touch with you via email along with a separate BBB case.  We encourage you to continue your correspondence with them via email.  You may also email them directly at ***************** or call them at (888) 908-7930.  ******* will continue to process any pending disputes.  Other than that, ******* and Pathward consider this complaint closed.

  Thank you,

  Pathward Customer Service

• Initial Complaint

  Date:04/20/2023

  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.

  dispute for *** made on March 17th to a ****** * business. On March 19 I filed dispute I talk to at least 6 associates and they said it was escalated and would be contacting me in 5 days or less. Then I called and the disputehad never been filed so that was April 1. They once again said it was escalated and investigator would call me. In the mean time I got info from stripeor ****** * that the dispute was granted in my favor so I heging call ing and chatting and no one will let me talk to supervisor or anything and now I'm blocked from the phone and the chat systems. I'm getting evicted bc I need that money back. And my waters off it's crazy.andbthey told me to privif written letter for dispute to get provisional line of credit only I can't talk to anyone to get this done either

  Business Response

  Date: 04/20/2023

  We are
  unable to locate an account with the information provided. Please verify
  Pathward is the bank name on the back of the card. If so, provide the full 16
  digit card number or an account / routing number so we can look in to this
  further. For Direct assistance call ************.

  Customer Answer

  Date: 04/20/2023

  It's thru ****** ***** CARD WHICH IS THRU PATHWARD. There's no way to get a hold of ****** blocked my phone's and chat .

  *********

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

  ****** debit card number 

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

   

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ******* ** * ***** They are USING ****** who seems not to care about its customers when selling this "********" company to enrich themselves. I have made numerous complaints to ****** and no complaint has taken hold. ****** customer service said, "There is nothing we can do about it". What a terrible response this is. I will never purchase a "non-******" anything again. I am thinking about going to a competitor to make all my purchases of ANYTHING!!!!

  Business Response

  Date: 04/19/2023

  We are
  unable to locate an account with the information provided. Please verify
  Pathward is the bank name on the back of the card. If so, provide the full 16
  digit card number or an account / routing number so we can look in to this
  further. For Direct assistance call ************.

  Customer Answer

  Date: 04/19/2023

  Pathways is the company who was the new name for "MetaBank N. A.". They deny any connection to the bank who issued the **** gift card. It seems to be a denial of information online

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service 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 purchased a *********** **** gift card ending in -****, issued by Pathward, N.A. and serviced by ****** ********* ********* ***, for $****** with cash at ******* on ********* **** in ********** ** on the evening of 04/18/23 (I have my receipt to verify) to use as a temporary replacement credit card while I waited for a new copy of my real, bank issued credit card to arrive in the mail. As soon as I got home, I went to *************** (the website listed on the back of the card) to see if it had loaded properly upon purchase. Initially, the website registered the card number with no problems and as valid; it said there was a "40 minute waiting period" until my card would be activated... Ok. Sure. I waited 40 minutes. The next time I tried to check the balance, it said the card was invalid. Same thing happened when I tried to call and check on their virtually non-existent/entirely non-functional telephone customer service line. No one picked up the phone for more than an hour over two separate phone calls.
  
  I have my receipt. And as near as I can tell **** **** ***** ******** ********* ***** ********* *** ****** ******* ****** **** **** ******* *** **** ******* *** ******** **** *** ***** *** ******* ********** *** * ****. I certainly hope not... I paid for my card, and I expect to be able to use it. There's no clear reason why it suddenly appeared as invalid and that there is no one available to speak to at their listed customer service number, **************. Completely unacceptable. I expect either a full refund or a replacement card sent via expedited shipping to me so I can use the product I paid for. Anything less will not suffice.

  Business Response

  Date: 04/27/2023

  Resolution is attached

  Customer Answer

  Date: 05/07/2023

  Someone named Xavier ****** at ******/Pathward finally reached out to me and after researching my problem issued and sent a replacement card. As long as it works, I am happy to consider this complaint resolved. 

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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 purchased a $*** **** pre-paid gift card (managed through MetaBank), #****************, exp *****, pin ***, for my daughter to use on a school trip. It does not work. I accessed the '****************' site as indicated on the card and consistently got the message "system error, please check back later", several times over multiple days. I called the toll free number and cannot get to a live agent to discuss the situation. I would like the card replaced or get the money (including the $* purchase fee) back.

  Business Response

  Date: 05/10/2023

  A resolution has been provided.  There should be no action required.

  Customer Answer

  Date: 05/14/2023

  I responded to the vendor and asked a question about it. Specifically they asked for copies of the non-functioning gift card, as well as a receipt. I do not have the receipt (it was from ******), but I had the credit card transaction verification. They did not respond to me. I don't know what next steps are if they don't respond to m.

  Business Response

  Date: 05/24/2023

  Resolution is attached

• Initial Complaint

  Date:04/12/2023

  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.

  A group of us were given a ********* card. It was a pre-loaded card and was purchased at a ****** ******* store in **. Each was loaded with $** and 15 of us were given one. We activated the cards all individually, and when we tried using them at different stores (not all were at ****** *******) I tried one at a restraunt and it was declined. Others tried at grocery stores and gas stations, all were declined. I called Customer Service @ ************** and I was told that there was money on the card and it was activated. I tried using it several more times with the same results of being declined. I then called customer service again, who then told me to go online and register the card. Which when doing that, it was still having me set up a bank account. So I then called customer service again who told me that without registering the card, it could only be used at ****** *******. To register it I would have to set up the bank account. So I tried using it just at ****** ******* and it was declined 3 times although it was active and had money on it. I'm making this complaint because basically they are stealing money by us not being able to access the funds on the card. So it's a true buyers beware, and stealing by deception for not being able to use regardless of whether you set up an account or not.

  Business Response

  Date: 04/24/2023

  Resolution is attached