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

• 

  MetaBank

  P O Box 24462 Louisville, KY 40224

• 

  MetaBank

  1413 Lake Ave Storm Lake, IA 50588-1909

• 

  MetaBank

  4848 86th St Urbandale, IA 50322-1030

• 

  MetaBank

  3624 6th Ave Des Moines, IA 50313-4155

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:01/15/2025

  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.

  2 VISA Gift Cards were gifted to me and my brother for the holidays 2024 (each one was $100). However, the security codes in the back of the cards for BOTH Visa Gift Cards were blank, rendering them useless. We right away contacted VISA to report this. We were told that an investigation was opened for both cards. After a few days, they told us the investigation was complete and BOTH cards were replaced and would be received by us in 7-10 business days. We receives one of the replacement cards. However, after the 7-10 business day time period passed, we never received the second replacement gift card. I contacted Visa again to see why. They said the case was closed and we would, after all, not receive a second gift card because one of the original gift cards had a $0 balance. We explained that we never used that card as we couldn't at all anyway due to the missing security code in the back. They basically said too bad. After speaking with a "Supervisor" I asked why we were being robbed of the second replacement card and why were we falsely told on two prior occasions that the investigation had concluded and BOTH replacement cards were mailed to us. They simply said "we're sorry for giving you the wrong update". I requested to speak with a manager and was told none was available. Unreal. Then we asked if we could have something emailed detailing the case & why they closed it & cheated us out of the second replacement card, and the "Supervisor" said they can't email us anything once the case is closed. I explained we had not received ANY emails detailing ANYTHING while the case was open. The "Supervisor" placed me on hold and then hung up. Visa has literally robbed us of the second gift card that our step-father paid $100 for. The remaining bad gift card missing the security code that we are awaiting a replacement for is **** **** **** ****. UPDATE: Visa responded to my BBB complaint saying I had to send the complaint to you. I am attaching a photo of their response

  Business Response

  Date: 02/07/2025

  Resolution attached.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 ****** ********* ********,
  Inc is attached herein.
  Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
  contact information on the attachmen

  Customer Answer

  Date: 02/11/2025

  
  
  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:01/15/2025

  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.

  I picked out a Serve Card because it said it was a loadable debit/visa card with unlimited cashback. I loaded $40 at register onto card and when I got home I followed directions registering my card. Even though I put proper Info it cut me off so I could not finish registration and locked me out of online acct. I tried to buy something card didn't work. next day they took out a $9.99 fee for a card I can't use with no warning. I called and the guy was very rude and said I failed registration. I asked could I do it over and explained it cut me off he said no- and now I can only use card for online purchases no cashback. Card would not work for anything u til two days later I booked and Uber ride for $9 now the card is empty and rest of my mo ey is just gone. I listened to transactions it's showing a $19 transaction I never made. They pretty much stole my $=0 and I want it all back k ex ept for the $9 I spent. This is Straight up theft and business should be shut down

  Business Response

  Date: 01/13/2025

  The Visa Card Account noted in this complaint is
  issued by Pathward, N.A. It is a product managed and serviced by Pathward, N.A.
  Please forward this complaint to Pathward, N.A. for research and response.

• Initial Complaint

  Date:01/15/2025

  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.

  I HAVE ALL CONVERSATIONS WITH COMPANY RECORDED IF NEEDED
  
  Purchased pre-paid card at ****** ***. The card charges for transactions done as a credit card, but not debit card. So I would need to register and activate card in order to set up PIN. I have done everything to activate the card...they told me to do it online and it gives me error saying they need more info and to contact customer service. I have also tried to activate on 2 other apps as they told me...the wallet app says "uh oh it's not you, it's us. Please try again later" and the ******** app say to also contact customer service because it could verify card info.
  This has been going on for 2 days..
  I called today and gentleman said they don't see tickets or issues for any of their systems ( meaning it's my issue not theirs...mind you the site and app says it's theirs) HE said at this point they have to investigate it.and so he needs to email it in and it can take up yo 5 business days..
  
  I can not keep waiting to use my card...also he got my phone android versions. I don't know what it is used for but I gave it

  Customer Answer

  Date: 01/24/2025

  I got tired of waiting so I contacted them because I need my money another agent  said he will set my card up if I gave him my social security, number, address,and date if birth.  I did.  He asked what i wanted my username to be and I gave it and set up my pw myself.  Logged in just fine then I pursued to ask about charges on my account and had to login to account again, but for some reason it did not work this time...he sent me a pw reset.  I did it and for a bit it worked.   But then same thing happened.   I tried to ask for a pw reset myself on website but it did not recognize my info neither does the phone automated system.   I have a bad feeling the agent *** have take my info and may compromise it and then to give me a hard time changew..my username.   I am very worried now..FRAUD AND MY INFO COMPROMISE  ALERT 

  Business Response

  Date: 01/28/2025

  Please review attachment.

  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.

  We have received your complaint sent to the Better Business Bureau concerning your ********®
  ****® Prepaid Card (the “Card Account”). Your complaint was forwarded to Pathward® National
  Association who forwarded it to ******** because we are the program manager for the Card
  Account.
  
  The temporary card you purchased is a reloadable, prepaid debit card. This type of product is
  intended for individuals who wish to have access to an electronic form of payment, but would like an
  alternative to a traditional bank account. The card packaging lists the most common fees for using the
  card, including the $2.00 Signature or PIN Purchase Transaction Fee. All applicable fees are also
  included in the cardholder agreement included with the card at the time of purchase.
  
  Our records show that the temporary card was purchased on January 12, 2025, and loaded with
  $80.00.
  
  Our records show that you contacted us between January 13, 2025 and January 19, 2025, and
  explained that you had difficulty registering the Card Account online. We provided you with
  troubleshooting tips so that you may complete the registration. We also offered to have your Card
  Account set to a limited-use state. We explained that this state allows users to spend the money on
  the card at physical merchant locations but not reload additional funds; however, you declined this
  option.
  
  Our records show that between January 20, 2025 and January 26, 2025, you were able to access
  your funds. Our records also show that you were able to register your Card Account online.
  
  If you have any questions concerning this matter, you may contact our Corporate Office at *******
  **** between 8:00 am and 8:00 pm, Monday through Friday, Central Standard Time.
  
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  I received a debit card for an account with Pathward that I did not apply for. I looked them uo and they are a Venture Capitalist and not actually a bank. The first question from their automated service asked for my social security number. I found a number with a representative and only agreed to give them my first name and the number of the debit card and told them I didn't open the account and it was fraud. Based off of that they said they closed the account. The whole thing feels phishy. I called Transunion and they saw nothing in my credit report. I'm not 100% the account is actually closed, or if they are using this to get personal information from me. I added correction to a credit report in case anything happens.

  Business Response

  Date: 01/15/2025

  We're unable to identify the account
  with the name, address, and details provided. Please verify on the back of the
  card that the bank name is Pathward or MetaBank. If so, provide the 16-digit
  card number or routing number and account number used for deposits. For direct
  assistance, call *************

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the card is issued by Pathward.  Here is the relevant information that they asked for:

  Debit Card Number: **** **** **** ***** **** *****

  Routing #: *********

  Account #************

  Name on the card: ***** ******

  I did not open this bank account.  This bank account and debit card is fraud and must be closed down immediately.  This is identity theft.  I want confirmation that it has verb shut down.

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

  Business Response

  Date: 01/30/2025

  Resolution attached.

• Initial Complaint

  Date:01/09/2025

  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.

  My retired Mother purchased a Serve, Pay as you Go Visa as a Birthday gift for myself and my Brother. These cards were placed where the gift cards were, so my Mother assumed the were gift cards adding $50 of her fixed income to each one. On the card the sticker on the front reads, " Start making piurchases right away - NO NEED TO ACTIVATE. That is false advertising, as the card does not work. I have tried this at ***** ***** ********** ***** gas station, **** *** **** works and five other stores without one successful transaction. The second line on the sticker on the card reads, " Register quickly for full account benefits at serve.com/payasyougo as well as what is suggested by the customer service representatives. The problem is in order to register, you must enter your social security number and other personal information. I have never and should not have to provide any information in order to use the $50 my Mother gifted me. In addition, Serve deducts a fee every month the card is not used. So now the $50 loaded onto the card is now down to $35 or less. This is a rip off and should be illegal. They make is so you either provide personal information in order to use free money, not activate the card until you do, then charge you a fee for not using money that does not belong to them.
  I would like the full $50 sent to me in a check or usable card.

  Business Response

  Date: 01/08/2025

  The Card Account
  noted in this complaint is a Visa. They are issued by Pathward, N.A. It is a
  product managed and serviced by Pathward, N.A. Please forward this complaint to
  Pathward, N.A. for research and response.
  

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  1. The card has a sticker attached that clearly reads the card is ready to use, this is false advertisement.

  2. I did not purchase, nor would I purchase a third party reloadable card when Navy Federal has one. This was a gift from my Mother, who was confused and unaware of the false advertisement and stipulations attached to this card. I didn't want her to lose her money. I will never provide any of my personal information for a gift card, makes no sense. That's how I protect my information from theft or selling.

  3. How can a $50 card be declined for insufficient funds when the purchases were below that account? 

  4. I'm not able to take a phone into where I work, I can make and receive calls after 4 p.m. EST. I called Sarah back at the number she left on my voicemail, *************, and it's not a working number. 

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

  Business Response

  Date: 01/23/2025

  Hello ***** *******

  Thank you for your response and further questions regarding the previous resolution. We'll address each point.

  1. The card was ready for use. The reasons it was declined will be addressed below.

  2. We understand your frustration with feeling misled.  Nowhere on the card or packaging does it say it's a gift card. The terms of the card are readily available.  When you go to the website to register the card, there's a Benefits and FAQ section that outline several functions of the card, including adding money and direct deposit.  We appreciate you not wanting to include your personal information which is why your card is now in an active unregistered status.  You may use the card and once the balance is depleted, you can disregard it like a gift card.

  3. It was declined for insufficient funds because there were inactivity fees on the card and there is a $1.50 retail purchase fee.  The fees on the card have been waived so the full $50 balance has been restored.  Again, this is not a gift card and fees are associated with the card.  To make things simple, we encourage you to use the card for a one-time purchase of $48.50 as soon as possible. That combined with the $1.50 retail purchase fee will deplete the balance and prevent inactivity fees.  We understand you may disagree with this retail purchase fee, but it is a valid fee and is included in the terms.

  4.  We apologize that you were unable to reach Sarah.  If you have any questions and are unable to call the number on the back of the card, email [email protected].  Include Better Business Bureau Case ********** in the subject your email.  They'll be able to answer any questions you have.

  We understand it was not your mother's intention to purchase a prepaid debit card.  The front of the packaging says it's a Visa Prepaid Card with other details referencing the type of card is on the back of the packaging.  There is no reference to it being a gift card.  The website you went to for registration fully explains the type of card this is.  The back of the card does not say gift card and says "Use of the card is subject to Cardholder Agreement".  Your original complaint expressed your unwillingness to register the card and disagreeing with fees.  The card is available for use without registration and the fees have been waived.  We consider this matter closed.

  Thank you,

  Pathward Customer Service

• Initial Complaint

  Date:12/31/2024

  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.

  Received “********” gift card from relative for Christmas. Upon redeeming I made the mistake of entering my confirmation address incorrectly. I obviously didn’t get any confirmation or ability to use gift card because of this. After speaking with customer 4 different times I was told 4 id receive phone call or email about a refund. None of those things ever happened. Please help. Thanks.

  Business Response

  Date: 01/23/2025

  Resolution attached.

  We are writing in response to the concern you reported regarding your ******** Gift Card. We
  appreciate these matters being brought to our attention.
  
  We understand that you did not receive your eGift card upon redeeming your ******** Gift Card
  due to a mistake with your email address. When you initially contacted us on December 29,
  2024, an email was sent to you with a link to the virtual gift card information. We have
  attempted to contact you via telephone to confirm whether you received this information;
  however, we were unable to reach you, and a voicemail was left advising you to contact us
  directly if it was not received. We sincerely apologize for any inconvenience this may have
  caused.
  
  Additionally, please know that all calls are recorded for quality assurance, and we are reviewing
  your interactions with customer service. If your calls were not handled with the appropriate
  level of care and accuracy, we will take corrective action to ensure better future results.
  
  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
  InComm Financial Services, Inc.

• Initial Complaint

  Date:12/30/2024

  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 gifted a $25 Visa Gift Card for Christmas. When I went to use the card for the first time, it was declined multiple times. When I visit the website on the back of the card, www.mybalancenow.com it always says there was an error when I enter the card information. I called the phone number on the back of the card, **************, waited for over an hour before a representative answered, and was told the card had a hold placed on it from my attempt to use it for the first time. They said I would have to provide the original purchase receipt in order to lift the hold, which of course I don't have, nor have any access to, nor know where it was purchased from. Essentially, the person who purchased this "Gift Card" and I are out $25 that we'll never get back, and I can't imagine that this is uncommon based on my experience. I have filed a Fraud Report with the FTC regarding this blatant fraud.

  Business Response

  Date: 01/02/2025

  Hello *** *****

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or screenshots of the front and back of the card. For a quicker resolution, email the information directly to ************************. For direct assistance at Pathward, call ************.

  Thank you,

  Pathward Customer Service

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Clearly your business is a massive scam. I will be looking for other officially who have experienced what I have, and I will pursue legal action.

   

  You do not read anything posted clearly, you don't read responses, you don't listen to anything people say very clearly. Just so it's officially on record here on the BBB, here is a copy of your "resolution" or extreme lack there of. If you actually read anything here on the BBB, or listened to anything I said when I contacted you, you, and weren't scamming me, you wouldn't have said anything you said. Any sane, honest person would look at this case, and realize their massive error and admit it.

   

  "Dear *** *****
  We are writing in response to the concern you reported regarding your ****** **** Gift Card. We appreciate these matters being brought to our attention.
  We have reviewed the card account and found that the attempted transactions with the merchant SQ **** ******** * *** were declined due to enhanced security measures in place for the safety of our cardholders’ funds. Due to this unusual activity on the account, the card was placed on hold. We sincerely apologize for any inconvenience this may have caused. When you initially contacted us, we advised you that documents are required to remove the hold on this anonymous gift card. As of today, we have not received any documents. An email was sent on January 16, 2025, advising what documents are needed. Once we receive the requested documents, we will be more than happy to investigate the issue.
  Additionally, please know we are currently experiencing higher than normal call volume and customers may experience longer wait times. We apologize for the inconvenience.
  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. Post Office Box ***
  Fortson, Georgia 31808 ************************"

   

  As a reminder from ALL of my previous messages: THIS. WAS. A. GIFT. CARD. That's not just how I received it, it's literally PRINTED ON THE CARD, the words "GIFT CARD". It was anonymously given to me.A business who sells a "GIFT CARD" that requires you send the receipt to them in order to "unlock it" clearly is nefarious.

  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 02/10/2025

  Hello *** *****

  Attached is the response to your rebuttal from ******.

  Thank you,

  Pathward Customer Service

• Initial Complaint

  Date:12/30/2024

  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.

  Obtained a gift card from Pathward sometime ago. Expired recently and assumed I could request a new card to use the funds. $600 worth of funds was zeroed out when the gift card expired. California law states that gift cards sold in the state cannot have an expiration date, and those which do need to have an expiration date. But there is no indication from Pathward that the funds on the account also expire when the card expires.

  Business Response

  Date: 01/02/2025

  Hello ***** *****

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or routing number and account number used for deposits. For direct assistance and a quicker resolution, call Pathward directly at *************
  

  Thank you,

  Pathward Customer Service

• Initial Complaint

  Date:12/27/2024

  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.

  I received a prepaid gift card for Christmas, I activated it like normal and immediately went to the grocery store. It was declined. When I called to see what was happening I was told the card had been shut off due to fraudulent activity. All they said was that they can send me a new card in 5 days. The money on this card was meant for food for my family, which we don’t have now. They kept saying their advanced fraud algorithm determined the grocery store was fraudulent even though that was the only attempted transaction on the card.

  Business Response

  Date: 12/30/2024

  Hello ***** ******

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or images of the front and back of the card. For direct assistance and a quicker resolution, call Pathward directly at *************

  Thank you,

  Pathward Customer Service

• Initial Complaint

  Date:12/26/2024

  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.

  A purchase was made on my debit card fraudulent, and I notified Netspend they gave me credit for the amount and did their investigation just for them to take back the money they credited saying that I in fact made the purchase when I know for a fact I didn’t. I’ve been with Netspend for 10 years so the fact that they did is is absurd. I’m getting a real bank account today and will never use Netspend again.

  Business Response

  Date: 01/03/2025

  Hello ******** ********

  Thank you for
  contacting Pathward via the Better Business Bureau regarding your
  issue.  Attached is the response from Netspend.
  
  Should you have
  continued concerns, please do not hesitate to reach out to Pathward at ************ or utilize
  the contact information on the attachment.
  
  Sincerely,

  Pathward Customer Service