CashPass Network

I am rejecting this response because: This is not exceptable I never used my card this is my children money and I want the money backIf need be I will gladly make a police reportThis is horrible customer service and I will be sure to let people know just give me my money please I didn't even get to use the money it's for my kids christmas I am disappointed and on a fixed income you can't do people like that my kids deserve Christmas and if I don't get my money back they can't have one please give it back

Ms [redacted] filed a fraudulent claim stating she lost her card and that all purchase made from 2/18/to 2/21/were not authorizedUpon investigation we found all transactions in dispute were made using her personal secure PIN, which is only known to herWe reached out to Ms [redacted] on 3/2/to inquire on where she kept her PIN number and if anyone other than herself would have access to it, we specifically asked if she wrote the PIN on the back of the card that she claims was lost, she stated that she was the only one that knew the number and that she did not write it on the back of the cardAfter receiving that answer we informed Ms [redacted] that all the transactions used her PIN that only she knew, she changed her story stating she doesn't even know what her PIN is how should she have used itWe informed her that we reviewed the notes on her account and that on 2/16/16:she personally called in to change her PIN from the one that was auto issued with the cardTWO days before she claims the unauthorized transactions occurredDuring our investigation we reached out to all the companies that own the ATM's that Ms [redacted] claims she didn't use, all of them verified that the funds were dispensed properly and that her PIN was used to access the fundsWe also reached out to all other locations that her card was used at and they too confirmed the same thingA told of (seven) various transactions totaling $2,were made using her PIN, all of which were investigated resulting in no error found and that no further attempts to withdraw funds after the funds were exhausted, which indicates they knew the exact balance when she authorized these transactionsCont

I personally investigated this case and I pulled the most recent dispute for transactions, I also reviewed the agent comments that completed the original investigationAfter reviewing the FULL history on the account I have determined the following to be true.ALL "disputed"
transactions are in the cardholders area, and the customer DOES have history with some of the merchants, all purchase had no PIN declinesThere were no attempts to use the card AFTER the funds were depleted which you would expect to see if the card had TRULY been stolen because the person committing the fraud would not have known what the current balance on the account wasThese facts along with the admission of the cardholder that he KNEW who used his card, makes this dispute closed and its now a civil matter between the cardholder and the person(s) who used the card allegedly against his authorizationIt should be noted that Mr*** both verbally told us he knew who used his card, and also emailed us stating he "found out who used his card"Again, a dispute is not used against civil cases, these are directed to civil court, which Mr*** was instructed to do multiple timesMr*** is now changing his story stating he doesn't know who used his card and is stating he never told use he did, stating that it would make him eligible for provisional credit.....which we have documentation of the verbal comments and the original email stating he did.It should also be noted that Mr*** has only had this account since May and has already disputed transactions on two different card numbersthat's over 86% of the transactions on his cardWe have decided to permanently CLOSE this cardholders account due to the multiple claims of fraud and fraudulent complaintsNow that you have been provided the full history of this complainant and his account, I ask the Revdex.com to close this claim against us and file it as untruthful and yet another attempt of fraud. Thomas ***, Call Center Manager

After reviewing all of the claims, our investigation shows that no error has occurred due to fits within spending areano further attempts made after# on file was the only number the called IVRdoes not fit fraud patternNo error foundSent cardholder letterDispute closed - Fraud
Claim

Initial Business Response /* (1000, 8, 2016/01/29) */
In response to case # ***: *** ***
I'm quite surprised to see that Mr*** filed a complaint with our company, considering the circumstances around his claimsMy name is Thomas ***, the Call Center Manager for CashPass
Network, Mr***'s Pre-Paid Visa Debit Card companyMr*** and I did indeed have many conversations, which apparently prompted his complaint, but let's start at the beginning so we all are on the same page regarding why his calls were escalated to my desk
On December 24th Mr*** made a $purchase at MICHAEL KORS - EAGAN, MN, which is located in a local outlet mallThat purchase was a swiped transaction and is was approved and the merchant received authorization # *** as proof the transaction was approvedA few minutes later another purchase was processed for MICHAEL KORS - EAGAN, MN for the exact amount of the first transactionAgain, this purchase was a swiped transaction and is was approved and the merchant received authorization # *** as proof the transaction was approvedThe following day, December 25th, authorization # *** settled and the merchant received their funds for that transactionAuthorization # *** had not settled had not yet settled at this point in timeThe following day, December 26th 2015, Mr*** called into our call center and spoke with Kayla Mregarding claims of being double charged at MICHAEL KORS - EAGAN, MN in the amount of $During this conversation with Kayla MMr*** was informed that there were two transactions for the same amount for this merchantKayla Mthen explained that authorizations are good for two weeks, and if they go unclaimed the authorization would be expired at that pointShe also informed Mr*** that if he wanted the authorization expired sooner than two weeks that we would need documentation from the merchant to expire the authorization in questionMr*** was informed that we require a letter or email from all merchants that wish to expire an authorization, and that within these letters or emails they must contain the original authorization number, the merchant number and merchants permission to expire the authorizationMr*** was informed that with this information and permission the authorization will be immediately expired and the merchant gives up all rights for future claims and payments against that authorization numberMr*** apparently tried to get this letter from the merchant locally and through their call center but was unsuccessful due to Mr***'s claims of their "F%ing terrible customer service" as stated to me in his call he made to our call center on December 28th When Mr*** called in on December 28th, he spoke with Maribel R., who is one of my Call Center SupervisorsMr*** was again was informed of the documents needed to expire the authorization sooner than the two weeks it normally takesMr*** stated he will contact the merchant and have them fax or email a letter to us and asked what our email address and fax number were so that he could provide the merchant with the information to send it toThe following day, December 29th we received a letter from "Sarah K" from "MICHAEL KORS" in Eagan, MN (see attachment)Within this letter "Sarah K" asked us to release the authorization because Mr*** only made one purchase from their store and that they were not able to process this on their endWhen I was handed the letter from one of my CSR's, I was asked to expire the authorizationAfter reading the letter, I became suspicious of its authenticity, so I placed a call to "Sarah K" at MICHAEL KORSI spoke with Sara ***, the store manager and she was familiar with Mr*** and the situationI thanked her for the letter and I wanted to let her know that we would process her request right awayMs*** asked me what letter I was referring to, I informed her of the contents of the letter and that it was signed by herBe became very upset and told me that she did not, nor did any of her employees write a letter for Mr***Ms*** then asked me to email her a copy of the letter because she would be contacting the MICHAEL KORS Fraud Investigation Department and the Eagan Police Department to press charges against Mr*** for impersonation and forgery, as he forged her name (and spelled it wrong too)Shortly after my conversation with Ms***, Mr*** called in and his call was transferred to meMr*** inquired if the letter from MICHAEL KORS arrived yet, as he was told they sent it overI paused and asked if it was a fax or email and who would it have come fromMr*** said he wasn't sure how it was sent, but it likely was from the manager at MICHAEL KORSI told him I received the letter, however I wasn't able to expire the authorizationHe was clearly upset and started swearing, stating that he spent two days getting them to finally write and send the letter to meI tried to inform Mr*** the reason why I was unable to expire the authorization, that being fraud, but he would not let me get a word inI let him finish and continued to explain the reason why I wasn't able to expire the authorizationMr*** denied that he wrote the letter at first, but once I informed him that I spoke with Ms*** he became very quietAt that time I informed Mr*** that he would have to wait the full days, and that due to the unethical decision he made to forge a document and signature we were going to cancel his card and mail out a refund checkI then informed Mr*** that he may want to contact Ms*** at MICHAEL KORS because she stated she was contacting her Fraud Investigation Department and the Eagan Police Department to press charges against him for impersonation and forgery, and advised him to see if there was something they could work out vs filing charges against himHe clearly was shocked to hear this and quietly said "oh....okay, thanks" and hung upOn January 7th, Mr*** called in and once again he was transferred to meMr*** stated that it has been days and he wanted to see when the authorization would be expiredI asked Mr*** if he recalled our conversation on December 29th and he stated he did, I reminded him that once the authorization was expired that the account would be canceled and a refund would be issuedHe stated he had a lot on his mind that day and they he didn't remember that part and asked how long it would take for him to receive the refund checkI informed Mr*** that a check would be cut in business days, starting tomorrow January 8th 2016, which means the check would be cut on January 21st, and should arrive to his house 3-days, not including Sunday, via USPS standard mailMr*** didn't seem upset at the time, and thanked me for the information and for my helpI assumed this matter was closed, apparently Mr*** did not and filed this complaintI looked at Mr***'s account on January 21st, to make sure that the refund check was issued and mailedIt was at that time that I noticed it was not because there were no funds available in his account to process the requestAs it turns out Mr*** was past due on an $Payday loan with our sister company, and their collection department applied his available funds to his past due loanAs stated within their terms and conditions, which Mr*** signed, they reserve the right to apply all available funds in the account should the full amount not be available to collectPlease let me know if there's anything else you need from us to dismiss this claimI'm sorry that Mr*** felt that I was rude and that he didn't recall that I informed him of the cancelationIt is always my goal to provide all cardholders, even those whole swear and forge documents to outstanding star service
Thomas ***
Call Center Manager
CashPass Network
Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */

I am rejecting this response because:They are lying and are a bunch of frauds I load my money at an ace check cashing to accept calls from a family member!! It doesn't fking matter who I send st to in jail I never disputed anything they I've sent to a jail!! Not different fking prisons to be exact!! They are fking rip offs and deduct $every time I load my card! I will be sure to let my attorney read the bull crap they lied about they never contacted me I contacted them! I will be taking my business elsewhere

I am rejecting this response because:I never memorized the pin and I told cashpass network that the pin was stuck on the card by the last four digits of the card number and they must of not heard me and I just want a refund and cashpass can st my account down I just want to be refunded cause I have to pay my rent and my rent money was on that card and I'm in the middle of getting evicted and I hope they can investigate this and give me a provisional cause I don't want to get kicked out because somebody used my money off my card

Cardholder was disputing four ATM transactions totaling $1,974.00 that occurred between 9/20/16-9/22/16. Cardholder stated they did not authorize these withdrawals and that the card was lost. Our dispute department called and spoke to cardholder, cardholder states did not authorize or...

perform these ATM transactions and that they did not write down the PIN, cardholder stated they memorized the PIN. A provisional credit was issued to the cardholders account until the investigation was completed. After reviewing all the claims, our investigation shows that no error has occurred due to cardholder stating PIN # was memorized, and there were no PIN declines or insufficient fund declines before OR after these transactions, showing that that the user knew the PIN and available funds. CashPass does not issue statements so there was no paperwork showing the available balance, only the cardholder would know how much they have available to take out. It should ne noted that no changes were made to PIN and that no other transactions were disputed AFTER the alleged unauthorized ATM usage, and those purchases were made with the same card before and after the disputed transactions and that these purchase were "card present" transactions.....providing evidence that the claims of the card being lost are without merit and it does not fit fraud pattern. The final findings are that no error found. Disputed was closed and provisional credit will be reversed.

Ms. [redacted] filed a fraudulent claim stating she lost her card and that all purchase made from 2/18/17 to 2/21/17 were not authorized. Upon investigation we found all transactions in dispute were made using her personal secure PIN, which is only known to her. We reached out to Ms. [redacted] on...

3/2/17 to inquire on where she kept her PIN number and if anyone other than herself would have access to it, we specifically asked if she wrote the PIN on the back of the card that she claims was lost, she stated that she was the only one that knew the number and that she did not write it on the back of the card. After receiving that answer we informed Ms. [redacted] that all the transactions used her PIN that only she knew, she changed her story stating she doesn't even know what her PIN is how should she have used it. We informed her that we reviewed the notes on her account and that on 2/16/17 16:46 she personally called in to change her PIN from the one that was auto issued with the card... TWO days before she claims the unauthorized transactions occurred. During our investigation we reached out to all the companies that own the ATM's that Ms. [redacted] claims she didn't use, all of them verified that the funds were dispensed properly and that her PIN was used to access the funds. We also reached out to all other locations that her card was used at and they too confirmed the same thing. A told of 7 (seven) various transactions totaling $2,149.30 were made using her PIN, all of which were investigated resulting in no error found and that no further attempts to withdraw funds after the funds were exhausted, which indicates they knew the exact balance when she authorized these transactions. Cont...

I am rejecting this response because: This is not exceptable I never used my card this is my children money and I want the money back. If need be I will gladly make a police report. This is horrible customer service and I will be sure to let people know just give me my money please I didn't even get to use the money it's for my kids christmas I am disappointed and on a fixed income you can't do people like that my kids deserve Christmas and if I don't get my money back they can't have one please give it back