AchieveCard

Dear [redacted] This letter responds to the complaint you filed with the Revdex.com on March 17, concerning your card reissuanceWe have reviewed our records and calls relating to the claims asserted in your complaint.On 03/15/you contacted AchieveCard to notify us that your card had been stolen on 03/12/03/15/Call #1: The agent that you spoke with advised you of the shipping options and the timeframe and costs associated with the card reissuanceThe agent was originally advised that you were unable to cover the cost of the expedited shipping ($29.95)The agent confirmed the card would be reissued with shipping and we received your consent to reissue the card with shippingThe agent reissued the card with shipping; once the time frame was reconfirmed you requested expedited shippingThe agent attempted to explain that since the card reissuance had already been completed that it would take hours to generate in the system and then we could reissue the card again with expedited shippingYou requested to speak with a supervisor and the call was transferred to the supervisor queue03/15/Call #2: Supervisor properly explained why AchieveCard was unable to reissue the reissued card the same day as it takes hours for the reissued card to generate in our systemSupervisor provided his contact information so you would be able to contact him directly03/16/Call #3: The agent you spoke with apologized for the inconveniences you were facing and offered to assist with the expedited card reissuanceThe agent confirmed that the supervisor you were attempting to reach was not currently at his station to take your callThe agent provided the time frames and fees associated with expedited shippingShe also confirmed that AchieveCard would reverse the $shipping fee that occurred on 03/15/The call was transferred to the supervisor per your request03/16/Call #4: The supervisor apologized for the inconveniences that you faced in regards to the card reissuanceThe supervisor processed the card reissue with expedited shipping after the address was confirmedAchieveCard is always looking for ways to improve the customer service experience for our customersCoaching has been provided to all agents and supervisors that assisted you on 03/15/and 03/16/On 03/23/AchieveCard reversed the shipping fee and expedited shipping fee as a courtesyAgents followed card reissuance procedures, however the explanations as to why AchieveCard was unable to reissue the card with expedited shipping the same day the card was reissued with shipping could have been betterWe sincerely apologize for any inconvenience this experience may have caused youSincerely, [redacted] - [redacted] Manager AchieveCard Customer Service, Inc

Dear [redacted] ***, We sincerely apologize for any inconvenience the AchieveCard may have caused youAchieveCard has taken the following steps to minimize the possibility of this scenario occurring again Extra training/coaching for all agents that assisted you Reversed all fees associated with the card reissuances Made a promise to reverse the next monthly service fee We are unable to reverse all monthly service fees on the accountWe again sincerely apologize for any inconvenience the AchieveCard may have caused you Sincerely, [redacted] – Assistant Call Center Manager AchieveCard

Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Dear [redacted] , This letter responds to the complaint you filed with the Revdex.com on February 14, concerning our decision to close the accountWe have reviewed our records relating to the claims asserted in your complaint On 02/02/we received a direct deposit in the amount of $5,and another deposit on 02/04/in the amount of $ On 02/08/our compliance department reviewed the deposits mentioned above and determined that the social security number listed on file was flagged with links to multiple peopleA block was placed on your account and documents were requested for review On 02/09/and 02/12/the identification documents requested by AchieveCard were received and reviewedThe Arizona DL appeared to be a fake as the Arizona State hologram is missingCompliance recommended that the card be closed and that any remaining funds could be sent to the address on file in the form of a paper check We have had the compliance team review the account and documents again to ensure that procedures and policies were followedAchieveCard stands by its decision to not reactivate the account due to security risks We apologize for any inconvenience this experience may have caused you Sincerely, [redacted] - Assistant Call Center Manager AchieveCard Customer Service, Inc

Dear *** ***This letter responds to the complaint you filed with the Revdex.com on March 17, concerning your card reissuanceWe have reviewed our records and calls relating to the claims asserted in your complaint.On 03/15/you contacted AchieveCard to notify us that
your card had been stolen on 03/12/03/15/Call #1: The agent that you spoke with advised you of the shipping options and the timeframe and costs associated with the card reissuanceThe agent was originally advised that you were unable to cover the cost of the expedited shipping ($29.95)The agent confirmed the card would be reissued with shipping and we received your consent to reissue the card with shippingThe agent reissued the card with shipping; once the time frame was reconfirmed you requested expedited shippingThe agent attempted to explain that since the card reissuance had already been completed that it would take hours to generate in the system and then we could reissue the card again with expedited shippingYou requested to speak with a supervisor and the call was transferred to the supervisor queue03/15/Call #2: Supervisor properly explained why AchieveCard was unable to reissue the reissued card the same day as it takes hours for the reissued card to generate in our systemSupervisor provided his contact information so you would be able to contact him directly03/16/Call #3: The agent you spoke with apologized for the inconveniences you were facing and offered to assist with the expedited card reissuanceThe agent confirmed that the supervisor you were attempting to reach was not currently at his station to take your callThe agent provided the time frames and fees associated with expedited shippingShe also confirmed that AchieveCard would reverse the $shipping fee that occurred on 03/15/The call was transferred to the supervisor per your request03/16/Call #4: The supervisor apologized for the inconveniences that you faced in regards to the card reissuanceThe supervisor processed the card reissue with expedited shipping after the address was confirmedAchieveCard is always looking for ways to improve the customer service experience for our customersCoaching has been provided to all agents and supervisors that assisted you on 03/15/and 03/16/On 03/23/AchieveCard reversed the shipping fee and expedited shipping fee as a courtesyAgents followed card reissuance procedures, however the explanations as to why AchieveCard was unable to reissue the card with expedited shipping the same day the card was reissued with shipping could have been betterWe sincerely apologize for any inconvenience this experience may have caused youSincerely,*** *** - *** *** *** Manager AchieveCard Customer Service, Inc

Initial Business Response /* (1000, 5, 2016/03/08) */
Dear *** * ***,
This letter responds to the complaint you filed with the Revdex.com on February 14, concerning our decision to close the accountWe have reviewed our records relating to the claims asserted in
your complaint
On 02/02/we received a direct deposit in the amount of $5,and another deposit on 02/04/in the amount of $
On 02/08/our compliance department reviewed the deposits mentioned above and determined that the social security number listed on file was flagged with links to multiple peopleA block was placed on your account and documents were requested for review
On 02/09/and 02/12/the identification documents requested by AchieveCard were received and reviewedThe Arizona DL appeared to be a fake as the Arizona State hologram is missingCompliance recommended that the card be closed and that any remaining funds could be sent to the address on file in the form of a paper check
We have had the compliance team review the account and documents again to ensure that procedures and policies were followedAchieveCard stands by its decision to not reactivate the account due to security risks
We apologize for any inconvenience this experience may have caused you
Sincerely,
*** - Assistant Call Center Manager
AchieveCard Customer Service, Inc

Complaint: ***I am rejecting this response because:I would like all service fees from the start reversed for all the trouble this causedOnly then will I be satisfied.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear [redacted]This letter responds to the complaint you filed with the Revdex.com on March 17, 2016 concerning your card reissuance. We have reviewed our records and calls relating to the claims asserted in your complaint.On 03/15/2016 you contacted AchieveCard...

to notify us that your card had been stolen on 03/12/2016. 03/15/2016 Call #1: The agent that you spoke with advised you of the shipping options and the timeframe and costs associated with the card reissuance. The agent was originally advised that you were unable to cover the cost of the expedited shipping ($29.95). The agent confirmed the card would be reissued with normal shipping and we received your consent to reissue the card with normal shipping. The agent reissued the card with normal shipping; once the time frame was reconfirmed you requested expedited shipping. The agent attempted to explain that since the card reissuance had already been completed that it would take 24 hours to generate in the system and then we could reissue the card again with expedited shipping. You requested to speak with a supervisor and the call was transferred to the supervisor queue. 03/15/2016 Call #2: Supervisor properly explained why AchieveCard was unable to reissue the reissued card the same day as it takes 24 hours for the reissued card to generate in our system. Supervisor provided his contact information so you would be able to contact him directly. 03/16/2016 Call #3: The agent you spoke with apologized for the inconveniences you were facing and offered to assist with the expedited card reissuance. The agent confirmed that the supervisor you were attempting to reach was not currently at his station to take your call. The agent provided the time frames and fees associated with expedited shipping. She also confirmed that AchieveCard would reverse the $9.95 shipping fee that occurred on 03/15/2016. The call was transferred to the supervisor per your request. 03/16/2016 Call #4: The supervisor apologized for the inconveniences that you faced in regards to the card reissuance. The supervisor processed the card reissue with expedited shipping after the address was confirmed. AchieveCard is always looking for ways to improve the customer service experience for our customers. Coaching has been provided to all agents and supervisors that assisted you on 03/15/2016 and 03/16/2016. On 03/23/2016 AchieveCard reversed the normal shipping fee and expedited shipping fee as a courtesy. Agents followed card reissuance procedures, however the explanations as to why AchieveCard was unable to reissue the card with expedited shipping the same day the card was reissued with normal shipping could have been better. We sincerely apologize for any inconvenience this experience may have caused you. Sincerely,[redacted] - [redacted] Manager AchieveCard Customer Service, Inc.

Dear Demion Jones,
We sincerely apologize for any inconvenience the AchieveCard...

may have caused you. We have reviewed the account and found the following:
On 7/21/2016 a dispute was filed against a transaction for SimpleSite in the amount of $119.95
On 7/26/2016 we received the dispute letter from the customer
On 8/10/2016 a provisional credit was applied to the account in the amount of $119.95 and was transferred to your reissued card ending *9793.
 
We sincerely apologize for any inconvenience you may have experienced while on the provisional credit to be applied to the account.
Sincerely,
[redacted] – Assistant Call Center Manager
AchieveCard
Tell us why here...

I would NEVER use AchieveCard again. Worst customer service. Overcharging in using you card no matter how much is loaded monthly. No discounts for those who loads or has direct deposit more than $1000. Lost my card and called in to get a new one reissued. Told rep my ADDRESS TWICE and somehow he still got it wrong. Now I have to wait to get my medicine and w/o could end up in the hospital. Oh and had to pay another reissue fee to get my card. No longer will have my services. My family has already stopped using their cards

Complaint: [redacted]I am rejecting this response because: This is not the first time this has happened to me and judging reviews from other customers no the first for anyone. Just waiving the 10.00 service fee is not acceptable. Sincerely,[redacted]

Dear Demion Jones,
We sincerely apologize for any inconvenience the AchieveCard may have caused you. We have reviewed the account and found the following:
On 7/21/2016 a dispute was filed against a transaction for SimpleSite in the amount of $119.95
On 7/26/2016 we received the dispute...

letter from the customer
On 8/10/2016 a provisional credit was applied to the account in the amount of $119.95 and was transferred to your reissued card ending *9793.
 
We sincerely apologize for any inconvenience you may have experienced while on the provisional credit to be applied to the account.
Sincerely,
[redacted] – Assistant Call Center Manager
AchieveCard Tell us why here...

Dear [redacted],
We sincerely apologize for any inconvenience the AchieveCard may have caused you. AchieveCard has taken the following steps to minimize the possibility of this scenario occurring again.
Extra training/coaching for all agents that assisted you
Reversed all fees associated with the card reissuances
Made a promise to reverse the next monthly service fee
We are unable to reverse all monthly service fees on the account. We again sincerely apologize for any inconvenience the AchieveCard may have caused you.
Sincerely,
[redacted] – Assistant Call Center Manager
AchieveCard

Initial Business Response /* (1000, 5, 2016/03/08) */
Dear [redacted],
This letter responds to the complaint you filed with the Revdex.com on February 14, 2016 concerning our decision to close the account. We have reviewed our records relating to the claims asserted in your...

complaint.
On 02/02/2016 we received a direct deposit in the amount of $5,643.02 and another deposit on 02/04/2016 in the amount of $452.78.
On 02/08/2016 our compliance department reviewed the deposits mentioned above and determined that the social security number listed on file was flagged with links to multiple people. A block was placed on your account and documents were requested for review.
On 02/09/2016 and 02/12/2016 the identification documents requested by AchieveCard were received and reviewed. The Arizona DL appeared to be a fake as the Arizona State hologram is missing. Compliance recommended that the card be closed and that any remaining funds could be sent to the address on file in the form of a paper check.
We have had the compliance team review the account and documents again to ensure that procedures and policies were followed. AchieveCard stands by its decision to not reactivate the account due to security risks.
We apologize for any inconvenience this experience may have caused you.
Sincerely,
[redacted] - Assistant Call Center Manager
AchieveCard Customer Service, Inc.

Initial Business Response /* (1000, 6, 2016/03/08) */
Dear [redacted],
This letter responds to the complaint you filed with the Revdex.com on February 29, 2016 concerning the disputes on your account. We have reviewed our records relating to the claims asserted in your...

complaint.
Our records reflect that you obtained AchieveCard No. [redacted] on October 11, 2015.
AchieveCard was notified by you on February 12, 2016 that there were two discrepancies on your account. (1) An ATM had not dispensed the funds but the transaction was debited from your account. (2) That a payment was made to Car Max was paid by different means and your AchieveCard was charged in error. The representative you spoke with updated your contact information, filed two disputes on your behalf, and sent an account statement containing the last 60 days' worth of activity to the e-mail address on file.
On February 17, 2016 an AchieveCard Dispute Representative spoke with you about the dispute process and advised you that you could be eligible for a provisional credit if your dispute forms are reached by the 10th business day (02/26/2016). The representative provided you with a reference number and the e-mail address where your dispute letter/forms could be sent.
AchieveCard filed a chargeback against the ATM transaction being disputed on February 17, 2016.
On February 24, 2016 you contacted AchieveCard to notify us that you had sent in your dispute documentation and wanted to verify it had been received. The Customer Care Representative advised you that it can take up to 24-48 business hours for an update on the account.
On February 25, 2016 an AchieveCard Dispute Representative attempted to contact you in regards to the Car Max transaction. The call was routed to voicemail. The representative left a detailed message requesting a dispute letter and any supporting documents to be sent to AchieveCard. Our physical address, e-mail address and fax number was provided.
On February 25, 2016 an AchieveCard Dispute Representative contacted you in regards to the dispute for the Car Max transaction. You advised the Dispute Representative that you had paid for the Car Max transaction using your AchieveCard and another account, but failed to receive the merchandise. You also advised the dispute representative that the dispute letter had been faxed in on 02/24/2016.
AchieveCard is unable to assist customers with disputes that are related to delivery, quality, safety, legality, or other aspects of goods and services purchased as per the cardholder agreement you received with your card. These disputes must be addressed with the merchants from whom the goods or services were purchased. Your dispute for the Car Max transaction was denied on February 25, 2016. A letter finalizing the decision in this claim was sent to you on February 25, 2016.
On February 26, 2016 an AchieveCard Dispute Representative attempted to reach to notify you that AchieveCard had not yet received dispute letter/forms. The call was routed to voicemail and a message was left detailing the physical address, e-mail address, and fax number where these documents could be sent to.
On February 26, 2016 you contacted AchieveCard to follow up on the dispute and documentation that you had sent in. Customer Care advised you that per the Dispute updates we had not received your documentation and that it would need to be resubmitted.
AchieveCard does offer provisional credits if a dispute letter/form is received within 10 business days from the time the dispute is submitted per Reg E. Since no documents were received within the specified time frame a provisional credit was not provided. A chargeback was submitted to the merchant on 02/17/2016. Your dispute for the ATM not dispensing your funds will be resolved no later than 05/12/2016.
We apologize for any inconvenience this experience may have caused you.
Sincerely,
[redacted] - Assistant Call Center Manager
AchieveCard Customer Service, Inc.