Wingstop - Forest Park (Harlem Ave)

Dear ***,Monday, July 24, 2017Thank you for taking the time to communicate to us your concerns with the SOLE paycard and ourcustomer serviceWe appreciate your feedback and we welcome any opportunity to improve andmaintain the quality of our product and service.We understand that the ability to
use your SOLE paycard where and when you need to use it is vitalfor your personal and business needsWe also value the security of your account; we would neverwant anybody but you to have access to your funds.Therefore, when using your SOLE paycard with various merchants or payment processors, it is crucialfor SOLE to receive the correct informationThis way, we can process transactions and verify that itis coming from youIf we do not receive the data needed, SOLE cannot complete the transaction.Regarding the availability of our customer service line, there are certain unforeseen and unavoidableemergency situations in which this line may be downWhen this occurs, we make sure to notify ourcardholders as timely as possible on our website as well as on social media (Facebook, Linkedin,Twitter, etc.)In the case that the wait time for our customer service line is lengthy, we do offer a call-back serviceso that your concerns will not go unaddressed.Addressing the live support fee of $3, this fee only applies in cases which we provide informationthat is available to you via other channels such as our website and our mobile appIf your call fallsoutside of that category, any of our account managers would be more than happy to reverse thatfee for you.We hope that this letter has sufficiently addressed your concerns with the SOLE paycard and ourcustomer servicePlease do not hesitate to contact us if we can be of any further assistance.Sincerely,Thomas S*President

In reviewing the statement outlined in complaint ID ***, *** was upset that a replacement card takes to business days to be produced, mailed, and then received by customersShe also was upset that our priority mail options are costly ($for 3-business day shipping, and $
for 1-day shipping)Furthermore, as a security precaution, our bank process restricts online access when replacement cards are produced; thus, when we sent Wendi a replacement card, she could no longer observe her online account; rather, she’ll have to wait until the replacement card (not the temporary card) is activated We did not charge Wendi $for the call in question, because of the nature of her phone call We feel for Wendi, and we acknowledge that she was in a tough situation: the magnetic strip on her card had worn to the point that her card couldn’t be swipedThat said, she has other options at her disposal, such as electronic or telephonic payments to pay bills and/or transferring funds to a retail GPR card Evan H***

To whom it may concern,
The entailed response concerns complaint ID ***, which we, SOLE Financial, received via mail yesterday, Tuesday, December 20,
Upon receiving the complaint, we immediately called the customer who filed the complaint, *** ***, to acknowledge her
frustration and work toward a resolution of the concerns she outlined in her complaintAs a courtesy, we refunded her the $fee she was charged on December 12, Upon review, the $charge in question was merited, as the customer’s question is candidly addressed in the FAQ section of our website (https://www.solepaycard.com/company/faqs)The customer asked if they could use their card with a new employerWe charge a $fee when customers call us for information they’re able to obtain from our websiteWe disclose this fee in our terms and conditions (which we publish on our website and provide to each cardholder upon enrollment), as well as in our automated IVR system, prior to connecting each customer’s call to our representatives
During the follcall to our customer, we apologized that their expectations hadn’t been met, to which they were receptive and, I believe, satisfied
Evan H***
Director of Customer Experience
503.444.5363 Direct
503.924.2421 Fax