CashStar, Inc.

We reached out to this customer to resolve the issue and apologize for the experience We have refunded the initial gift card purchase and have attempted to reconsile with the customer

We apologize that we were unable to process this order. We did send an email to advise the customer of this on March 2, 2017, minutes after the order was placed As shared in that email, the credit card was not charged and this transaction was unable to be completed.We apologize for
any inconvenience

CashStar is not the Merchant of Record, therefore CashStar holds no funds to refund or release back to Mr***.It is at the discretion of *** when these funds will be released and available for use on your account According to information found on ***'s site
(https://www.***.com/webapps/mpp/security/***-holds-faq) this process can take up to business days Currently, this process is at business days, as this order was placed on May 24th, 2015.If the funds have not been placed back into the customer's *** account, we encourage Mr*** to reach out to *** again at ###-###-####, as there are no further actions that can be taken on CashStar's side of this attempted transaction The funds were never collected by CashStar nor was the transaction completed; CashStar does not posses any funds to refund or release back to Mr***

Mr. [redacted] placed two orders, each order was unable to process.  Because these orders did not process (i.e. complete the sale/buy process), CashStar is not the Merchant of Record and did not hold nor capture any funds from either order.  [redacted] has placed a pending hold on these orders,...

and will release the pending holds as their regulations allow.

One card in this order failed to arrive on time, as there was a 3 week lag in shipping.  This card was sent via [redacted] with no tracking number provided.  Due to the lag time in delivery, we reached out to this customer, via telephone and refunded this card.

These orders were unable to be processed by our system. We returned the orders in question and submitted a return authorization to the financial institution to release the funds back to the customer on 1/15/18. If the customer has not yet received the refunds the customer should contact the...

financial institution, as we have no hold on these funds.

We are unable to find an order in our system for this customer.  According to the complaint, these charges are pending in the [redacted] account.  Pending charges are funds that have not been captured by our company and will drop off at the discretion of [redacted].  This is usually within...

7-10 business days.

While we regret that this transaction was not able to be approved, we did explain the issue at hand to the customer when the order was placed. We sent the following communique on January 7th, 2016: Hello [redacted], We're sorry. We were unable to process your eGift Card order from [redacted]®....

Settled charges will be refunded to the original form of payment. Pending authorizations do not represent capture of funds and will expire according to the policies of the financial institution. If you have any questions or concerns, please email us at[redacted]@cashstar.com or call [redacted] from 8:00 AM to 8:00 PM ET, seven days a week. Please refer to order number #[redacted]. Please keep this message for your reference. Thank you, [redacted]® eGift Card Team This communique was sent to email address [redacted]@yahoo.com, the same email address associated with the order.  The order information does not match any data points with the customer filing this complaint. If the customer would like to reach out to us to discuss the transaction, we encourage you to do so at [redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Dear Sirs,            I feel your deceptive advertising and false offer were fraudulent.  I am really surprised that your response was that you ran out of this offer within a few hours of the offer beginning.  I responded to this offer as soon as I saw my email.  When I went to the website to make the purchase, I did not see any disclaimer or "BANNER" that spoke about being Sold Out.  If I didn't see this, how many others did not see it also.  How many patrons did the same thing that I did and purchased [redacted] e-Gift Cards and did not receive the Free $15 eGift cards?  I feel that Cash Star was using deceptive advertising to trick people into purchasing the eGift Cards.  Did Cash Star have any free $15 eGift Cards or is this just a deception to get people to purchase [redacted] eGift Cards?  I am also VERY surprised that when you utilize these deceptive advertising practices to trick people, you do not offer any sort of refund.  (even though it is obvious that I did not use and do not plan to use the eGift Cards)          I would appreciate if you could reconsider and give me a one time refund for this mistake.
Regards,
[redacted]

We reached out via telephone to assist this customer.  Although the issue was related to redemption, which our company cannot assist; additional concerns were also addressed.  Due to the customer being unable to apply this gift card to an order placed at the brand, we honored a refund for...

this customer.

While we regret that the customer was unable to redeem his cards, we unfortunately have no record of any contact prior to 7/21, nor do we show any redemption attempts prior to that date. Unfortunately these were promotional certificates that had an expiration date which was prior to the 7/21 date.

We reached out to this customer via telephone.  The email domain to whoch this card was being sent was returning fail sends for this gift card.  We sent this [redacted] Card via text to the recipient, and they were able to view the card and confirmed the SMS send was a success.

Mr. [redacted] is a loyal customer of Subway and has reloaded his Subway card many times since Dec. 2014.  Regarding transactions addressed in this complaint, our system shows there were 4 transactions that occurred on 06.17.16.  Order numbers for two of the transactions are [redacted] &...

[redacted].  These orders were sent to [redacted]@gmail.com Order [redacted] was placed on 06.17.16 at 2:20:15 pm, for $15.00. Order [redacted] was placed on 06.17.16 at 2:20:24 pm, for $15.00. Both of these orders were refunded on August 30th There are two additional orders that were placed on 06.17.16—however; the email address was entered incorrectly as [redacted]@gmai.com.  Due to the omission of the ‘l’ in gmail, our representatives were unable to find the orders in the system.  Order [redacted] was placed on 06.17.16 at 2:17:02 pm, for $15.00. Order [redacted] was placed on 06.17.16 at 2:19:08 pm, for $15.00. Both of these orders are still fully funded.I have corrected the email address to [redacted]@gmail.com and resent the orders and the order confirmations to Mr. [redacted].Regarding Mr. [redacted]'s confusion of the $3.18, Subway General Customer Care can provide a transaction history for this card, as our systems do not house that information.  They can be reached at ###-###-####, and select prompt #8.  Thank you to Mr. [redacted] for alerting us to the issue and giving us the opportunity to assist.

While we stand by the policy for these types of promotions, we also value our customers' experience.  In this instance we are willing to make a one time accommodation to return the purchase.  The refund will be processed on August 25th, 2016.  Mr. [redacted] should expect to see a full refund of $100.00 returned back to his method of payment within seven to ten business days depending on his banking institution's policies on releasing returned funds.

I have...

reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. While this statement is true, I do not believe it was an issue with my email browser as I did nothing to change the settings.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Upon further review of Mr. [redacted]’ account, our system shows the customer has two separate cards in which the funds in question were loaded.For card [redacted], this card was imported into the system on March 4, 2016, & among other reload transactions, the three transactions that were loaded specifically to this card are orders:[redacted]Mr. [redacted] has one other Subway card visible in our system, that has had multiple reloads.  This card number is:  [redacted]. It is to this card that the missing order [redacted] was loaded. Due to the experience that Mr. [redacted] has shared, we will be refunding the requested amount of $18.18, while leaving the $15.00 load for order [redacted] active on card ending in [redacted].We appreciate his patronage and loyalty to Subway.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]

Unfortunately, this order, [redacted], was unable to process in our system.  The funds are pending on the purchaser's method of payment and will be available at the discretion of the financial institution, usually within 10 business days or less. Should the customer still have concerns, we...

would be open to discuss.  They can contact us for further detail, referencing order [redacted] at [redacted].