Fisher's Tavern

On March 1, Cardholder Alandra C[redacted]’s Card was blocked as
a safety measure to confirm a large transaction that took place on her Kaiku
Card. Ms. C[redacted] contacted the Card Service Team and confirmed that
transaction was not authorized by her. Card Services Team notified Ms. C[redacted]
that the...

existing Card is being replaced to avoid further unauthorized transactions.
Ms. C[redacted] was guided to follow the dispute process once the transaction is
settled and was notified that it can take up to 7 days for a transaction to
settle.
On March 3, Kaiku Team became aware of this matter through Revdex.com
complaint and reached out to Ms. C[redacted] and assured to assist her with this
matter. Kaiku Team ordered another replacement Card and shipped it via an
expedited shipping method.
On March 4, the transaction was settled and a dispute claim
was logged. A completed dispute form was also received and forwarded to the
Disputes Department.
As of March 7, Kaiku confirmed that Ms. C[redacted] had received
and activated her replacement Card.
March 8, Kaiku Team emailed Ms. C[redacted] addressing her concerns
about unauthorized transactions and assured her that any unauthorized
transaction that takes place on her Kaiku Card is covered under Regulation E.
Currently the dispute investigation is in process and a
provisional credit for the disputed transaction will be posted on the 10th
business day.

On Feb. 10, Cardholder [redacted] M[redacted] filed multiple dispute
claims for unauthorized transactions took place between Feb. 8 and 9 after her
Card being stolen. The disputes were logged and dispute forms were received. Ms.
M[redacted] 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 Feb. 22, the Disputes Department concluded the dispute
investigation for no error was found and claims were denied. Letters explaining
the outcome of dispute investigation were mailed to Ms. M[redacted].
Ms. M[redacted] called Card Service Team on Feb. 23 inquiring
about the claims and was notified of the outcome. Ms. M[redacted] requested to re-open
the claims on Feb. 24 and was advised to re-send the dispute forms.
On Feb. 25, Kaiku Team became aware of this matter through
Revdex.com complaint. Kaiku Team reached out to Ms. M[redacted] to provide dispute forms
directly, so an immediate assistance can be provided. Dispute forms were sent
to Kaiku Team on Feb. 26, Friday after hours and were forwarded to Disputes
Department on Feb. 29, Monday. Ms. M[redacted] 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 occurred. Kaiku Team is
still in the process of getting more details from the Disputes department. Once
details are received, Kaiku Team will update in the response.

Cardholder Schantel Hall filled a dispute claim for an unauthorized transaction of $200. The dispute was filed in the manner it was received. Due to the unauthorized transaction Mrs. Hall’s existing Card was replaced to avoid any future unauthorized transaction. Since the Card was blocked, Mrs....

Schantel’s direct deposit was rejected and was not credited to Kaiku Card. On Nov. 11th, this matter came to Kaiku Team’s attention. Kaiku Team ordered a replacement Card and initiated an expedited delivery. Also, a credit of $25.00 was applied to Mrs. Hall’s account balance to compensate for the troubles and inconvenience that led to this negative experience. Kaiku Team confirmed that same day a provisional credit for the disputed amount of $200.00 was applied to the account balance. As of Nov. 18th, Kaiku Team confirmed Mrs. Hall have an Active Card in her possession and an access to her funds.

Cardholder R[redacted] filed dispute claims for unauthorized transactions on June 27. Anytime unauthorized transactions notified by a Cardholder, there existing Card gets blocked to avoid any further unauthorized transactions. Kaiku Team is investigating the reason why a replacement Card was...

not issued for Mr. R[redacted]. On July 1, Mr. R[redacted]’s VA credit was rejected and returned back to the VA Department due to existing Card being blocked. On July 7, Mr. R[redacted] contacted Kaiku Team via email about his VA deposit. Kaiku Team responded to the email on same day addressing all questions and concerns Mr. R[redacted] expressed. Kaiku Team also notified Mr. R[redacted] 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 Department. As of July 20, Kaiku Team confirmed that claims for Mr. R[redacted] have been reopened and provisional credits have been applied. Mr. R[redacted] was able to access those funds.

Cardholder Matthew A[redacted] sent dispute forms to Kaiku Team on Saturday, June 4th. Kaiku team business hours are Monday through Friday, 9:00 AM to 5:00 PM PST, except holidays. The dispute forms were forwarded to the Dispute Department at our transaction processing partner on Monday, June 6th. Mr....

A[redacted] was notified via an email that forms are received and forwarded to Disputes Team. Dispute forms are handled in the manner they are received at the Disputes Department and sometimes can take 2-3 days. Dispute 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 applied. Kaiku Team reached out to Mr. A[redacted] and assured a timely resolution to this matter. Provisional credits were applied on June 23rd and Kaiku Team confirmed that Mr. A[redacted] was able to access the funds. Kaiku Team is in the process of determining the possible reason behind this delay caused by our transaction processing partner that handles dispute claims.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11744048, and find that this resolution is satisfactory to me.
Regards,
[redacted]

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[redacted]

Cardholder S[redacted] contacted Card Services Team on
Jan. 13, 2016 and filed disputes for transactions conducted on Jan. 7, 2016.
Dispute reason was that Ms. M[redacted] returned purchased items but no refund has
been made to the account.
On Jan. 27, 2016 Ms. M[redacted] 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 received. Ms. M[redacted] was advised that she has one (1)
more day to provide a dispute form in order to receive a provisional credit for
the disputed transactions. Ms. M[redacted] was not happy to know about this and
stated about contacting Kaiku Corporate Office.
On Jan. 28, 2016 Ms. M[redacted] again called Card Services Team
and inquired about her dispute claims. Ms. M[redacted] was advised that the dispute
claims are still in process and provisional credit was not posted because no
dispute forms were received within 10 business days. The dispute claim can take
up to 45-90 days for a decision.
Ms. C[redacted] then asked to close the dispute claims and the
account. She stated that she is not concerned about getting money back and will
consider it a loss. Per Ms. M[redacted]’s request the dispute claims were closed.
The account was not closed due to remaining balance in the account. Ms. M[redacted]
was notified that account can be closed with zero balance only, so the balance
can be spent or a check can be issued. Ms. C[redacted] disconnected the call.
Ms. M[redacted] called again on the same day and asked she would
like to re-open dispute claims. Ms. M[redacted] was notified that the dispute claims
can be re-opened and dispute forms will be required from her. Forms can be sent
via email to [email protected] or fax
at ###-###-####.
On Feb. 1, 2016 Kaiku Corporate Team reached out to Ms.
M[redacted] via email and provided a dispute form to complete and return for a
timely resolution. Kaiku Team also tried to contact Ms. M[redacted] via phone number
provided in the complaint but was not reachable.
On Feb. 3, 2016 dispute forms were received by Kaiku Team
via fax and were forwarded to Disputes Team. Provisional credits were applied
on the same day and dispute claims were reopened.
Kaiku Team notified Ms. M[redacted] on the same day about
provisional credits were applied and confirmed that Ms. M[redacted] had access to her
funds.

This complaint was being handled by our issuing bank Bancorp. I will reach out to them to follow up. I had provided them all the details to include in the response about 2 weeks ago.Sincerely,S[redacted]

Cardholder Kara S[redacted] initiated a Card to bank transfer
from her Kaiku Card to her Fiancé’s account at the Suntrust Bank on Jan. 15. Ms.
S[redacted] contacted Card Services Team on Jan. 23 and requested a dispute form to
dispute the above mentioned transaction as the funds never reflected on...

the
receiving end.  Ms. S[redacted] was provided
with a dispute form.
A dispute form was received on Jan. 27 and was handed over
to appropriate team. Ms. S[redacted] contacted on Feb. 3 and was notified that the
dispute is being investigated.
Ms. S[redacted] was notified on Feb. 5 by Card Services Team that
the transfer cannot be disputed due to no chargeback rights.  Ms. S[redacted] was referred to contact the
receiving bank.
On Feb. 12 Ms. S[redacted] provided a direct debit dispute form
to Kaiku’s issuing bank The Bancorp Bank and that was declined as well. But,
Ms. S[redacted] was offered assistance by The Bancorp Bank to assist her if she has
a number to a local branch she was working with. The Bancorp bank was willing
to reach out directly to that local branch.
On Feb. 18 it was brought to Kaiku Team’s attention about
this matter via Revdex.com complaint. Kaiku Team reached out to Ms. S[redacted] 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 1-800-221-9792. From what they were told by
Suntrust ACH Dept., the funds were deposited two (2) days after Ms. S[redacted] made
the transfer which seems about normal time frame. Then the $180.00 was spent
from the account. Therefore, it was concluded that this transaction was valid
and it was advised that Ms. S[redacted] should contact the ACH department at Suntrust
bank.
Ms. S[redacted] was notified of the outcome via email and was
also contacted by the Kaiku Team on Feb. 19.   At this point, Kaiku is not holding any funds of Ms. S[redacted].

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,
[redacted]

Cardholder David C[redacted] sent a dispute form to Kaiku Team
on Jan. 15, Friday after hours. The form was forwarded to Dispute Department on
Monday, Jan. 18.
Mr. C[redacted] reached out to Kaiku Team multiple times in
regards to speed the dispute process and was advised that the dispute...

process
can take up to 30-90 days to resolve. Provisional credits are issued on the
10th business day from reporting your dispute claim.
On Feb. 2 it was brought to Kaiku Team’s attention via Revdex.com
complaint that the provisional credit had still not been issued. Kaiku team
responded to Mr. C[redacted] assuring a timely resolution and asked to allow 24
hours to get this rectified. Kaiku Team then reached out directly to our
Dispute Team and provisional credit was issued the same day.
Kaiku Team notified Mr. C[redacted] the following morning that the
provisional credit was applied and confirmed that Mr. C[redacted] had access to his
funds.

Ms. E[redacted] signed up for the Kaiku Card on Sep. 13. Once the application is approved, the card takes 5-7 business days to arrive at Cardholder’s address. Ms. K[redacted]’s Card was shipped on Sep. 19. The Card was returned to Kaiku on Sep. 30 as undeliverable by USPS. Kaiku notified Ms. K[redacted] on the...

same day via an email and asked to confirm the address. Ms. K[redacted] responded back after hours on Sep. 30, Friday. Kaiku team respond to emails between 9am to 5pm pst and is closed on the weekends. Oct.. 3, Monday, Kaiku team shipped Ms. K[redacted]’s Kaiku Card via FedEx and responded to Ms. K[redacted]’s email by providing her the  tracking number 7773 7916 3374 of FedEx shipment. It was confirmed by Kaiku team that the Card was received and activated by Ms. Know on Oct. 4.

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 24/7 Card Services Team (###-###-####) for further
directions to have the account reinstated.
Cardholder H[redacted]’s Kaiku Card was placed on hold on
August 18, due to a log in attempt from Netherland based IP address. Cardholder
called the 24/7 Card Services Team and was advised to email Kaiku Risk Team at [redacted]@kaiku.com. An email was
sent by the Cardholder on August 18 and was responded to on the same day. In
the email, Kaiku requested Cardholder to confirm if he is travelling outside
the country, so Kaiku Team can assist the Cardholder accordingly. No 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 Cardholder. Cardholder now have full access to
his account.

Cardholder Heidi R[redacted]’s initial Kaiku Card was expiring
on September 30 and a replacement Card was shipped on August 19 to the address
on file. The replacement Card was returned to Kaiku as undeliverable on
September 4. Kaiku notified the Ms. R[redacted] 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 address. The Kaiku’s system
indicates that Ms. R[redacted] updated her address on October 15, 2014 and no additional
updates were attempted after that date.
Ms. R[redacted] contacted Kaiku Card Services via phone on
October 7 and requested to update the address and re-send the Card. As a
standard procedure, Ms. R[redacted] was advised to provide a proof of address. On
Oct. 8, Ms. R[redacted] 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 Oct. 14, Ms. R[redacted] emailed the proof of address to
the Kaiku Corporate Client Relations Team. The address was updated and Card was
mailed via USPS priority mail on the same day. A Tracking number for the Card shipment
was provided to Ms. R[redacted] and the Card was received on Oct. 16. For safety
reasons, a newly issued Card that comes in the mail requires activation before
making purchases. Since the replacement Card was not activated, the
transactions conducted by Ms. R[redacted] were declined.
The Card that was shipped to Ms. R[redacted] is a permanent Card.
Kaiku switched its Card printing style to digital printing, which imprints the
Card number instead of raised numbers.
Today Oct. 19, the Kaiku Corporate Client Relations Team
contacted Ms. R[redacted] and offered assistance to resolve the matter. After our
conversation, Ms. R[redacted] 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 Ms. R[redacted] that the Card is “Active“ to
use for transactions and the address on file is the updated address. Kaiku apologized
for all troubles and has credited a $25.00 credit to compensate for the
inconvenience caused during the Card replacement process.