ClinCard Prepaid MasterCard

They say it can be used for online transactions in their welcome letter. We have the MC version and no online retailer would take it. We live in a small town and our credit union and bank in the next town,as we have no bank said no they would not allow any transactions on it or a cash withdraw. I called Clincard and they finally admitted that very few merchants, physical or online would take the MC version. I e mailed the medical institution that issued it and am awaiting a reply. My advice is stay clear of this company.

June 28, 2016Dear [redacted] ***:Kindly accept this letter as acknowledgement and receipt for ID [redacted] It states in your correspondence that there was an "attempt to contact via email or mail about this complaint but received no response." Please note we have no record of a prior letter or email sent to Greenphire's attentionIf your records differ, please forward the email to our attention, so we can look into it.Greenphire, Incis a technology company working in the clinical trial spaceOur ClinCard product is a reloadable debit card used by sites, hospitals and other research institutions to reimburse clinical trial participants for their involvement in a clinical studyThe Clin Card cannot be purchased directly by consumersGreenphire does not sell, provide or distribute any other type of debit card.Greenphire believes this complaint has been incorrectly attributed to our business for the following reasons:Greenphire has reviewed its records based on the limited customer identifying information in the complaint, but cannot find any record of this individual receiving a CinCardGreenphire reviewed different possible versions of the provided name, but could not find any CinCard cardholder with a similar name in the provided location [redacted] has no record of receiving a call from the customer regarding this issueThe complaint notes that the customer had a "prepaid mastercard worth $purchased from Staples'Additional references to the card being "purchased" or "bought" appear in the complaintThe CinCard cannot be purchased by a consumer and is not offered at retail locations such as StaplesThe ClinCard is provided only by sites, hospitals and other research organizations directly to clinical trial participants, and only these organizations can load funds onto the Clin CardThe cardholder cannot purchase or otherwise load their own funds onto the Clin Card.lf there is additional information, [redacted] would be happy to review and assist as best we can.Kind regards,Cara T.Director of Contracts

To: [redacted] Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] *** [redacted] Date: Sat, Jun 24, at 1:AMSubject: Out Of Office Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] To: [redacted] Thank you for your messageI am currently out of the office with limited access to email returning July Please note that Greenphire offices are closed on July in recoginition of the US holidayPlease contact me @ [redacted] *** for all urgent issues.Best,Rocco

Kindly accept this letter as acknowledgement and receipt for ID ***1.Response TimeIt states in your correspondence that there was an "attempt to contact via email or mail about
this complaint but received no response." Greenphire's first receipt of this issue was on Tuesday, April 7th via letter to our PO BoxThere was no prior letter or email sent to Greenphire's attentionIf your records differ, please forward the email to our attention, so we can look into itResolution of Customer ConcernDefinitions: - Greenphire is a technology company working in the clinical trial space whose product, ClinCard, centralizes and automates all subject payments (visit stipends, travel reimbursements, etc.) - *** is our client utilizing the Greenphire ClinCard system for their subject payments.- FIS (Debit ***) is our vendor who provides cards and payment processing of our Greenphire ClinCard productRoot Cause Analysis:
*** ***, a participant in a clinical trial with ***, was provided with a Greenphire ClinCard Prepaid *** for visit stipends instead of a checkUpon receipt and review of the cardholder agreement for the Greenphire ClinCard, *** reached out to Debit *** for card closure and fund reimbursementContrary to our process, the Debit *** customer service agent did not escalate this issue to Greenphire via phone and provide a warm transfer with the customerAdditionally, the customer Mrs*** did not reach out to Greenphire via phone or email to address card closure and fund reimbursementDispute Specifics:A) "I was never informed about the terms to the cardholder agreement or that the card would be activated by a third party during that initial phone call".The responsibility to provide these details is on the client, ***, through the Informed Consent Process.B) "Once the card was activated by the third party, I had very limited recourse to receive a refundC) "I was asked to contact a person who I don't have any contact information for".The responsibility to provide appropriate customer service and follow procedures regarding card cancellations and refund requests is on Debit *** and GreenphireA Corrective and Preventative Action report will be completed between this vendor and Greenphire to ensure the policies and procedures are followed correctly and an error will not be replicated Customer Outcome*** *** was refunded $via check from Greenphire on behalf of ***.Please confirm receipt of this letter via email to ***If you need further details, please do not hesitate to contact me at the details listed belowThanks kindly,
RACHEL V***
Director Vendor Management and Client Support

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, I would like to add that under "dispute specifics" and as suggested by MrsV***, *** did not complete the Informed Consent Process via phone to discuss the specifics of the cardholder agreementThis is a violation of patient rights, i.ethe right to informed consent during a research studyIf MrsV*** believes this is the case, then Greenphire has the responsibility to notify their client, ***, of such practicesI would be happy to inform *** myselfSecondly, if Greenphire is the technology company that supplies the ClinCard, then I believe to have spoken with a ClinCard agent, a subsidiary (?) of Greenphire, not a Debit *** customer service agent Having to go through various time-consuming steps to reach the responsible agent is ridiculous
Regards,
*** ***

Thank you for your inquiry and bringing your concern to our attention. We apologize that you had difficulty in recieving your replacement card after contacting our card issuer (vendor) to replace. We learned that our vendor was experiencing a few challenges in executing replacement cards due to a...

coding error. These challenges have since been recitified, and we understand that you now have your replacement card. We sincerely apologize for the inconvenience, and thank you again for bringing this matter to our attention.  Best, Greenphire Team

June 28, 2016Dear [redacted]:Kindly accept this letter as acknowledgement and receipt for ID [redacted]. It states in your correspondence that there was an "attempt to contact via email or mail about this complaint but received no response." Please note we have no record of a prior letter or email...

sent to Greenphire's attention. If your records differ, please forward the email to our attention, so we can look into it.Greenphire, Inc. is a technology company working in the clinical trial space. Our ClinCard product is a reloadable debit card used by sites, hospitals and other research institutions to reimburse clinical trial participants for their involvement in a clinical study. The Clin Card cannot be purchased directly by consumers. Greenphire does not sell, provide or distribute any other type of debit card.Greenphire believes this complaint has been incorrectly attributed to our business for the following reasons:1. Greenphire has reviewed its records based on the limited customer identifying information in the complaint, but cannot find any record of this individual receiving a CinCard. Greenphire reviewed different possible versions of the provided name, but could not find any CinCard cardholder with a similar name in the provided location.2. [redacted] has no record of receiving a call from the customer regarding this issue.3. The complaint notes that the customer had a "prepaid mastercard worth $50 purchased from Staples'. Additional references to the card being "purchased" or "bought" appear in the complaint. The CinCard cannot be purchased by a consumer and is not offered at retail locations such as Staples. The ClinCard is provided only by sites, hospitals and other research organizations directly to clinical trial participants, and only these organizations can load funds onto the Clin Card. The cardholder cannot purchase or otherwise load their own funds onto the Clin Card.lf there is additional information, [redacted] would be happy to review and assist as best we can.Kind regards,Cara T.Director of Contracts

To: [redacted]Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] [redacted]Date: Sat, Jun 24, 2017 at 1:21 AMSubject: Out Of Office Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern...

Pennsylvania complaint #[redacted]To: [redacted]Thank you for your message. I am currently out of the office with limited access to email returning 05 July 2017. Please note that Greenphire offices are closed on 04 July 2017 in recoginition of the US holiday. Please contact me @ [redacted] for all urgent issues.Best,Rocco