Fisher's Tavern

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11515525, and find that this resolution is satisfactory to me
Regards,
M*** ***

Cardholder Kara S*** initiated a Card to bank transfer
from her Kaiku Card to her Fiancé’s account at the Suntrust Bank on JanMs
S*** contacted Card Services Team on Janand requested a dispute form to
dispute the above mentioned transaction as the funds never reflected on
the
receiving end. MsS*** was provided
with a dispute form
A dispute form was received on Janand was handed over
to appropriate teamMsS*** contacted on Feband was notified that the
dispute is being investigated
MsS*** was notified on Febby Card Services Team that
the transfer cannot be disputed due to no chargeback rights MsS*** was referred to contact the
receiving bank
On FebMsS*** provided a direct debit dispute form
to Kaiku’s issuing bank The Bancorp Bank and that was declined as wellBut,
MsS*** was offered assistance by The Bancorp Bank to assist her if she has
a number to a local branch she was working withThe Bancorp bank was willing
to reach out directly to that local branch
On Febit was brought to Kaiku Team’s attention about
this matter via Revdex.com complaintKaiku Team reached out to MsS*** and assured
a resolution as soon as it can be. Kaiku
Team contacted The Bancorp bank and our transaction processing partner to
provide any details on this matter
After communicating back and forth with The Bancorp Bank,
our account contact person at The Bancorp Bank reached out to the ACH
department of Suntrust bank at 1-800-221-From what they were told by
Suntrust ACH Dept., the funds were deposited two (2) days after MsS*** made
the transfer which seems about time frameThen the $was spent
from the accountTherefore, it was concluded that this transaction was valid
and it was advised that MsS*** should contact the ACH department at Suntrust
bank
MsS*** was notified of the outcome via email and was
also contacted by the Kaiku Team on Feb At this point, Kaiku is not holding any funds of MsS***

MsE*** *** signed up for the Kaiku Card on SepOnce the application is approved, the card takes 5-business days to arrive at Cardholder’s addressMsK***’s Card was shipped on SepThe Card was returned to Kaiku on Sepas undeliverable by USPSKaiku notified MsK*** on the
same day via an email and asked to confirm the addressMsK*** responded back after hours on Sep30, FridayKaiku team respond to emails between 9am to 5pm pst and is closed on the weekendsOct3, Monday, Kaiku team shipped MsK***’s Kaiku Card via FedEx and responded to MsK***’s email by providing her the tracking number of FedEx shipmentIt was confirmed by Kaiku team that the Card was received and activated by MsKnow on Oct

Cardholder Matthew A*** sent dispute forms to Kaiku Team on Saturday, June 4thKaiku team business hours are Monday through Friday, 9:AM to 5:PM PST, except holidaysThe dispute forms were forwarded to the Dispute Department at our transaction processing partner on Monday, June 6thMr
A*** was notified via an email that forms are received and forwarded to Disputes TeamDispute forms are handled in the manner they are received at the Disputes Department and sometimes can take 2-daysDispute claims were filed on June 10th. It came to Kaiku Team’s attention via Revdex.com complaint on June 21st about the provisional credit has not been appliedKaiku Team reached out to MrA*** and assured a timely resolution to this matterProvisional credits were applied on June 23rd and Kaiku Team confirmed that MrA*** was able to access the fundsKaiku Team is in the process of determining the possible reason behind this delay caused by our transaction processing partner that handles dispute claims

The Cardholder signed up for the KAIKU Card on June 1st,
The Cardholder received and activated the Card on 6/9/
On June 24th, 2015, the Cardholder logged into
his KAIKU online account and ordered a different Card designOn June 25th,
the Cardholder logged into his KAIKU online
account again and closed the initial Card unintentionallyWhen a new Card is ordered, a message appears upon
login confirming your recent order and to click the link to activate the new
Card upon receiptThe Cardholder clicked the link and entered his current
active Card numberThe system accepted the request as if it was the new Card
and not the previously activated Card and systematically deactivated the Card
he received and activated on June 9th,
On June 25th, KAIKU Corporate Customer
Resolution Team received the Cardholders complaintThe KAIKU Corporate
Resolution Team immediately reactivated his initial Card and reached out to the
Cardholder to resolve the issueThe Cardholder was not available by phone therefore,
an email was sent to the Cardholder advising of the updated status of his Card
As of June 26th, 2015, the Cardholder has
successfully received his deposit funds as scheduled and is actively using his
Card. No deposit was impacted and no funds have been held from the Cardholder
at any time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10989109. This issue has been resolved and I have been issued a refundPlease close the case.
Regards,
E*** ***

Cardholder Schantel Hall filled a dispute claim for an unauthorized transaction of $The dispute was filed in the manner it was receivedDue to the unauthorized transaction MrsHall’s existing Card was replaced to avoid any future unauthorized transactionSince the Card was blocked, Mrs
Schantel’s direct deposit was rejected and was not credited to Kaiku CardOn Nov11th, this matter came to Kaiku Team’s attentionKaiku Team ordered a replacement Card and initiated an expedited deliveryAlso, a credit of $was applied to MrsHall’s account balance to compensate for the troubles and inconvenience that led to this negative experienceKaiku Team confirmed that same day a provisional credit for the disputed amount of $was applied to the account balanceAs of Nov18th, Kaiku Team confirmed MrsHall have an Active Card in her possession and an access to her funds

On March 18, Cardholder Shauna C***’s Kaiku Card was
blocked as a safety measure to confirm certain transactions that took place on
her Kaiku CardMsC*** contacted the Card Service Team and confirmed that
transactions were authorized by herCard Services Team reinstated the Card
to
Active status
On March 21, MsC*** contacted the Card Services again
and notified that three (3) transactions from March were not authorized by
herCard Services Team marked the Card as compromised to avoid further
unauthorized transactionsMsC*** was guided to follow the dispute process and
to provide completed dispute forms within ten (10) business days
On March 24, per account notation, only one dispute form was
received and given to assigned analyst working on MsC***’s dispute claims
On April 4, a provisional credit for one (1) claim was
applied to MsC***’s CardUpon MsC***’s inquiry about only one provisional
credit is applied, it was notified to her that only one (1) dispute form was
received
On April 5, Kaiku Team became aware of this matter through
Revdex.com complaint and attempted to reach MsC*** using the phone number but was
unable to reachKaiku Team then contacted MsC*** via email to notify that
the fax sent by her with dispute forms, only one form was legible and other two
(2) forms were overlapping each otherTo resolve this matter, Kaiku Team
requested MsC*** to provide remaining two (2) dispute forms at her earliest
convenience
On April 8, Kaiku Team sent another email reminder to Ms
C*** that we are still waiting for the remaining two (2) dispute forms
Dispute forms were received on April 11, by Kaiku team and
were forwarded to the Disputes Department
On April 12, provisional credits were applied for the
remaining two (2) dispute claimsKaiku Team confirmed that MsC*** was able
to access those funds

Cardholder S*** *** contacted Card Services Team on
Jan13, and filed disputes for transactions conducted on Jan7,
Dispute reason was that MsM*** returned purchased items but no refund has
been made to the account
On Jan27, MsM*** called to inquire about
her dispute
claims and was notified that the Dispute Team is working on her claims and also
no dispute forms has been receivedMsM*** was advised that she has one (1)
more day to provide a dispute form in order to receive a provisional credit for
the disputed transactionsMsM*** was not happy to know about this and
stated about contacting Kaiku Corporate Office
On Jan28, MsM*** again called Card Services Team
and inquired about her dispute claimsMsM*** was advised that the dispute
claims are still in process and provisional credit was not posted because no
dispute forms were received within business daysThe dispute claim can take
up to 45-days for a decision
MsC*** then asked to close the dispute claims and the
accountShe stated that she is not concerned about getting money back and will
consider it a lossPer MsM***’s request the dispute claims were closed
The account was not closed due to remaining balance in the accountMsM***
was notified that account can be closed with zero balance only, so the balance
can be spent or a check can be issuedMsC*** disconnected the call
MsM*** called again on the same day and asked she would
like to re-open dispute claimsMsM*** was notified that the dispute claims
can be re-opened and dispute forms will be required from herForms can be sent
via email to [email protected] or fax
at ###-###-####
On Feb1, Kaiku Corporate Team reached out to Ms
M*** via email and provided a dispute form to complete and return for a
timely resolutionKaiku Team also tried to contact MsM*** via phone number
provided in the complaint but was not reachable
On Feb3, dispute forms were received by Kaiku Team
via fax and were forwarded to Disputes TeamProvisional credits were applied
on the same day and dispute claims were reopened
Kaiku Team notified MsM*** on the same day about
provisional credits were applied and confirmed that MsM*** had access to her
funds

This complaint was being handled by our issuing bank BancorpI will reach out to them to follow upI had provided them all the details to include in the response about weeks ago.Sincerely,S*** ***

Cardholder R*** *** filed dispute claims for unauthorized transactions on June Anytime unauthorized transactions notified by a Cardholder, there existing Card gets blocked to avoid any further unauthorized transactionsKaiku Team is investigating the reason why a replacement Card was
not issued for MrR***On July 1, MrR***’s VA credit was rejected and returned back to the VA Department due to existing Card being blockedOn July 7, MrR*** contacted Kaiku Team via email about his VA depositKaiku Team responded to the email on same day addressing all questions and concerns MrR*** expressedKaiku Team also notified MrR*** to contact the VA Department to re-deposit his funds and offered to provide any documentation that may be required to provide to the VA DepartmentAs of July 20, Kaiku Team confirmed that claims for MrR*** have been reopened and provisional credits have been appliedMrR*** was able to access those funds

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11821142, and find that this resolution is satisfactory to me
Regards,
*** ***

Cardholder Heidi R***’s initial Kaiku Card was expiring
on September and a replacement Card was shipped on August to the address
on fileThe replacement Card was returned to Kaiku as undeliverable on
September Kaiku notified the MsR*** at the email address on file on
the
same day about the Card is returned
Cardholders can update certain personal information via
their online Card profile, including their addressThe Kaiku’s system
indicates that MsR*** updated her address on October 15, and no additional
updates were attempted after that date
MsR*** contacted Kaiku Card Services via phone on
October and requested to update the address and re-send the CardAs a
standard procedure, MsR*** was advised to provide a proof of addressOn
Oct8, MsR*** faxed a proof of address to the Card Services Team but the
proof of address was not accepted by Card services and she was advised to
provide the proof of address to the Kaiku Corporate Team at [email protected]
On Oct14, MsR*** emailed the proof of address to
the Kaiku Corporate Client Relations TeamThe address was updated and Card was
mailed via USPS priority mail on the same dayA Tracking number for the Card shipment
was provided to MsR*** and the Card was received on OctFor safety
reasons, a newly issued Card that comes in the mail requires activation before
making purchasesSince the replacement Card was not activated, the
transactions conducted by MsR*** were declined
The Card that was shipped to MsR*** is a permanent Card
Kaiku switched its Card printing style to digital printing, which imprints the
Card number instead of raised numbers
Today Oct19, the Kaiku Corporate Client Relations Team
contacted MsR*** and offered assistance to resolve the matterAfter our
conversation, MsR*** decided to continue her relationship with Kaiku and
cancelled the demand of issuing a cashier’s check for the remaining Card
balance
Our Team assured MsR*** that the Card is “Active“ to
use for transactions and the address on file is the updated addressKaiku apologized
for all troubles and has credited a $credit to compensate for the
inconvenience caused during the Card replacement process

On Feb10, Cardholder *** M*** filed multiple dispute
claims for unauthorized transactions took place between Feband after her
Card being stolenThe disputes were logged and dispute forms were receivedMs
M*** was told that a provisional credit will be posted on the
10th
business day from the date disputes were filed if a dispute is not concluded
within ten (10) business days
On Feb22, the Disputes Department concluded the dispute
investigation for no error was found and claims were deniedLetters explaining
the outcome of dispute investigation were mailed to MsM***
MsM*** called Card Service Team on Febinquiring
about the claims and was notified of the outcomeMsM*** requested to re-open
the claims on Feband was advised to re-send the dispute forms
On Feb25, Kaiku Team became aware of this matter through
Revdex.com complaintKaiku Team reached out to MsM*** to provide dispute forms
directly, so an immediate assistance can be providedDispute forms were sent
to Kaiku Team on Feb26, Friday after hours and were forwarded to Disputes
Department on Feb29, MondayMsM*** was notified via email about the
forms were received and sent to appropriate department
On March 2, Kaiku Team was advised by the Disputes
department that the claims were denied after the second review based on the
information previously provided concluded that no error occurredKaiku Team is
still in the process of getting more details from the Disputes departmentOnce
details are received, Kaiku Team will update in the response

Kaiku has a safety feature where logging to the Kaiku account
profile online at www.kaiku.com is
restricted from a foreign IP, prior to an initial load to the Card account
Once the load is made to the account for the first time, Cardholders can then
successfully log in to their Kaiku online
profile
If the Card account is placed on hold due to a log in
attempt from a foreign IP, the Cardholder receives a message online sign on
screen to call the 24/Card Services Team (###-###-####) for further
directions to have the account reinstated
Cardholder H*** ***’s Kaiku Card was placed on hold on
August 18, due to a log in attempt from Netherland based IP addressCardholder
called the 24/Card Services Team and was advised to email Kaiku Risk Team at ***@kaiku.comAn email was
sent by the Cardholder on August and was responded to on the same dayIn
the email, Kaiku requested Cardholder to confirm if he is travelling outside
the country, so Kaiku Team can assist the Cardholder accordinglyNo response
was received in regards to Kaiku’s request but another email was sent by the
Cardholder to reinstate the account.
Kaiku responded to the second email on the same day requesting to
confirm what was asked in the previous email
As of August 19, Kaiku Risk Team reached out to the
Cardholder and inquired if Cardholder is travelling, to which Cardholder
confirmed he is not travelling, but uses different WIFI connections and one of
them may have generated an IP address from Netherland
At this point, the Card account has been reinstated and the
issue has been resolved with the CardholderCardholder now have full access to
his account