FSV Payment Systems, Inc.

We appreciate the opportunity to address your concerns and we can assure you that we began investigating the unauthorized use of your card as soon as you reported the issueIn accordance with your cardholder agreement and applicable law, we will resolve your dispute as soon as possible, but this
process may take up to days for ATM withdrawals
Provisional credit for the amounts disputed were issued on 2/18, only business days after you called and initiated your disputeWe will continue our investigation and notify you of the conclusion as soon as we are able
Please feel free to contact the customer service number on the back of your card should you require assistance in the future

October 14,
*** *** *** *** *** ** *** ** ***
Dear Ms***:
We received your request for information filed with the Revdex.com (Revdex.com), regarding your *** *** Issued ***We are committed to the products we offer and to the services we provide; but
more importantly, we are committed to the customers we serve each and every day
Your complaint indicates a concern that after numerous attempts to access the website you were unsuccessful due to extended maintenance at the time
*** *** extends our apologies for the inconvenience you have experienced as a result of our recent maintenance to our *** cardholder web siteUnfortunately due to unforeseen issues, the regularly scheduled maintenance had to be extended to correct several issuesWe complete this maintenance to ensure that we can provide our cardholders the best service possible and understand that doing so can impact our cardholders negatively from time to timePlease understand that we are working to keep the website up and running smoothly to prevent this in the future
Ms***, we are truly sorry that your experience with the *** *** Issued *** was not satisfactory, but we are hopeful this information has been helpfulPlease contact the customer service number on the back of your card if you need any further assistance
Sincerely,
*** ***
*** *** *** ***
CC: Revdex.com - ***

Complaint: ***
I am rejecting this response because: I did receive a check dated March which is not the date stated in your response This check was only for $not $ If a check was mailed on March as stated in your response I would have received it by now Four days to receive a check in the US is sufficient time I believe you have lied againI am still owed $
Regards,
*** ***

February 24, *** ** *** *** *** *** *** ** *** Dear Ms***: We just recently received your request for information filed with the Revdex.com (Revdex.com), regarding your Payroll card with *** *** *** ***We are committed to
the products we offer and to the services we provide; but more importantly, we are committed to the customers we serve each and every day Your complaint indicates that you misplaced your *** debit card, and reported it missing on February 2, 2017. At this time a replacement card was issuedYou were alerted when the card was shipped and to expect the card within three to five business daysOn February 16, you contacted customer service for an update on the status of the card as you had yet to receive itAt that time you were advised to cancel the card and request a replacement be expedited for a $feeUpon arriving home that evening you found that the original card had been delivered. You called immediately to reverse the process initiated earlier that dayYou were advised that this could not be done, that you would need to wait for the replacement cardBecause of this you have not been able to access your paychecks. You have requested the issue be resolved and for an explanation of how your card was activated in transit After further research we found that your original card was indeed ordered on February 2, 2017, at this time you should have been advised that the card can take up to ten business days for arrival. On February 16, we did inactivate this cardThe expedited card was ordered as a standard four day expedite and was ordered after the cut off time, so it was not processed until the following day. Our systems do indicate that the card will be delivered today February 22, 2017. Additionally, it appears that when calling in to our automated system an error occurred several times activating your card while in transit. This issue has been escalated to our IVR technology team and is currently under investigationWe have since updated the status of your card to PreActive that will help to prevent any potential fraud during transit. When calling into the automated system you may select “0” repeatedly to gain access to a representative and they can assist in activating the card properly As a sincere apology for the inconvenience you experienced, a $courtesy credit has been applied to your account. We have also reversed the $expedite feeThese funds are available immediately Ms***, we are truly sorry that your experience with your *** debit card was not satisfactory, but we are hopeful this information has been helpful. Please feel free to call the number on the back of your card if you have further questions or concerns. Sincerely, *** ** *** *** ***
*** *** * ***

We appreciate the opportunity to address your concernsThank you for sending in the written confirmation of your dispute
Provisional credit in the amount of $was applied to your Card on 10/16/You will have full use of this credit while we further investigate the disputed
transactions
You will receive a letter in the mail confirming your provisional credit and describing the rest of the dispute process
Please feel free to contact customer service should you need assistance with anything else in the future
Sincerely, Cardholder Services

November 3, 2017*** * ***
*** *** ***
*** ** ***
*** *** ***We received your request for information filed with the Revdex.com (Revdex.com), regarding your PaycheckPLUS cardWe are committed to the products we offer and to the services we provide; but more
importantly, we are committed to the customers we serve each and every dayYour complaint indicates that on October 24, 2017, you attempted to use your card, and it was declined. After calling customer service you found that the card had been replaced and a new card had been sent to an address in GeorgiaYou were advised that someone had called in, claiming to be you, and had requested a replacement card be expedited to the address, at a fee of $37.00. You advised this was not at your request and requested that we refund the fee. You were advised that we would need for you to fax in a valid ID and a copy of your Social Security card, but you stated that you do not feel safe doing this. You were able to speak with a supervisor who sent a check for the remaining balance, but she could not refund the expedite feeOn receipt of your complaint we reviewed our records and found that when you stated that the expedited replacement card was unauthorized by you, we inactivated the account to prevent further fraud. Please understand that the person who called and claimed to be you was able to verify into your account. This indicates that your identity may have been stolenIn this case the fraudster was unable to gain access to your funds, but we can suggest that you contact the credit bureaus to report the identity theft. They can assist you in setting a fraud alert on your credit bureaus to help prevent more fraudAs to your concerns about sending in your personal identifying information; this was requested because the fraudster was able to access the account with your information. In order to determine the true owner of the account and reactivate it, we would have needed a copy of your ID and SSN card. On October 27, a supervisor did send a check to the address aboveIn an effort to resolve this matter, we refunded the expedite fee of $and sent a check for this additional amount on November 2, The balance on your card is now $and the card is still inactive. If you would like to reactivate the card you may send an email containing a copy of your valid photo ID, and SSN card, to [email protected] if you do not wish to fax this this information to the customer service teamMs***, we are truly sorry that your experience with the PaycheckPlus card was not satisfactory, but we are hopeful this information has been helpfulPlease contact the customer service number on the back of your card if you need further assistance.Sincerely,Viktoria Wilber Cardholder ServicesCC: Revdex.com - ***

We are in receipt of your recent request for assistance in regards to your *** *** *** payroll cardWe appreciate the opportunity to review your concernsYour complaint indicates a concern regarding a dispute you initiated with us for $on October Our records indicated we
received the dispute documentation on October Permanent credit in the amount of $was credited to your account on October After further review we have determined the proper dispute process was followed and credit was given in the appropriate timeframeMs***, we are truly sorry that your experience was not satisfactory, but we are hopeful this information has been helpfulPlease contact the number on the back of your card if you have any further questions

Dear Mr***: We received your request for information filed with the Revdex.com (Revdex.com), regarding your *** *** *** Payroll CardWe are committed to the products we offer and to the services we provide; but more importantly, we are committed to the customers we
serve each and every day Your complaint indicates a concern that after making an address update on your account, and despite numerous attempts to obtain a replacement card, you still have yet to receive oneTo rectify this situation, you are requesting that we mail an expedited replacement card to the correct address on file as soon as possible. After further research, we have determined that your address was updated on March 23, and corresponds with the correct address provided within your complaintIt was also determined that since the time of the original address change, you have not received a replacement card, despite having requested one on multiple occasions On August 10, 2016, a replacement card was expedited to your new addressIn addition we have also added a $courtesy credit to your account as a sincere token of our apology, which is available immediatelyYour claim is now approved and closed. Mr***, we are truly sorry that your experience with the *** *** *** Payroll Card was not satisfactory, but we are hopeful this information has been helpfulPlease contact the customer service number on the back of your card if you need further assistance

September 7, *** ** *** *** *** *** *** *** ** *** Dear Mr***: We received your request for information filed with the Revdex.com (Revdex.com), regarding your *** *** *** *** CardWe are committed to the products we offer and to the
services we provide; but more importantly, we are committed to the customers we serve each and every day Your complaint indicates a concern that after numerous attempts to obtain a replacement card, you still have yet to receive oneTo rectify this situation, you are requesting that we mail an expedited replacement card to the correct address on file as soon as possible. On August 29, 2016, a replacement card was expedited to your addressDue to the inconvenience you have experienced we have refunded the $expedite fee as a sincere token of our apologyThis credit is available immediatelyYour claim is now approved and closed. Mr***, we are truly sorry that your experience with the *** *** *** *** Card was not satisfactory, but we are hopeful this information has been helpfulPlease contact the customer service number on the back of your card if you need further assistance Sincerely, *** *** *** *** *** *** * ***

We appreciate the opportunity to address your concernsWe can assure you that we began investigating the unauthorized use of your card as soon as your reported the issue
Please note, provisional credit in the amount of $was applied to your Card on 3/4/You will have full use of this
credit while we further investigate the disputed transactions
You will receive a letter in the mail confirming your provisional credit and describing the rest of the dispute process
Please feel free to contact customer service should you need assistance with anything else in the future

We appreciate the opportunity to address your concerns and apologize for the inconveniences you experiencedIn the course of our investigation, we requested, and received, documentation from the ATM owner regarding the disputed transactionUnfortunately, we reviewed the wrong transaction, which indeed was a completed transactionWe subsequently received documentation from the ATM owner regarding the correct transaction and concluded an error had indeed occurredOn January 28, 2014, your account received a permanent credit of $plus an additional $credit as a courtesy to you in recognition of our error and the inconveniences you sufferedOur dispute team reached out to you by telephone on January 28, to communicate with you regarding this matter
Please feel free to contact the customer service number on the back of your card should you have any questions in the future

February 5, 2018 *** *** * *** ** *** *** ** *** Dear Ms***: We are in receipt of your recent request for assistance in regards to a prepaid card forwarded to us by the Revdex.com (Revdex.com). We appreciate the opportunity to review your
concerns. Unfortunately, we are unable to identify any specific account using your name and address provided. In order to identify an account, we ask you provide us with the full digit card number of the Prepaid product. Please reach out to us directly via email at *** As soon as the requested information is provided, we will be happy to research your concernsWithout this information, we are unable to submit a research request, and cannot respond further to your concerns Sincerely,
*** ** *** *** CC: Revdex.com - ***

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.
Hi,My apologies for the email you did not receive. I received an email reply back from sending one to you saying my email was undeliverable to the email above. Enough of my babbling, I did finally receive my money after days. I am still not satisfied not happy with the Financial Institution that supports *** *** *** debit card. I am also still investigating the day wait on a debit card hotel security hold. Thanks goes out to Revdex.com,I appreciate your time making sure this issue was resolved,My best to you and yours,*** ***

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.
Regards,
*** ***

[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 [redacted], and find that this resolution is satisfactory to me. I have received the 35.00 but they took 37.00 from me. It’s fine I would like to close out my case. I will never open an account with them again. Thank you for your help.
Regards,
[redacted]

December 6, 2017[redacted]Dear Ms. [redacted]:We received your complaint filed with the Revdex.com (Revdex.com), regarding a [redacted] prepaid card.  We are committed to the products we offer and to the services we provide; but...

more importantly, we are committed to the customers we serve each and every day. Your complaint indicates that you attempted to transfer money from your [redacted] card to your [redacted] bank account.  These funds were successfully deducted from your prepaid card but never appeared in your personal checking account. You contacted cardholder services on several occasions and after waiting the recommended timeframe, and contacting your bank, the funds were still not posted to your checking account.  At the suggestion of your bank you requested a tracking number from cardholder services, but were advised we could not provide one.  You have requested further assistance to help locate the fundsUpon receipt of your complaint, we reviewed our records and found that cardholder services had been able to escalate your case to our [redacted] team.  [redacted] has confirmed that the funds were transferred to the provided routing and account number on September 29, 2017.  We have confirmed that the routing number used is correct, but we recommend that you review your [redacted] card online and confirm that the checking account number is correct.   We also can provide you with the Trace number to provide your bank.  Please advise them that the tracking number for the transfer is [redacted].As to the customer service assistance provided throughout your experience, we were able to confirm that our procedures were followed properly.  When you called back on October 16, 2017 after waiting the recommended seven to ten business days, we submitted a ticket to an [redacted] team.  Customer service escalated the research request on several occasions. On November 6, 2017 the [redacted] team was able to provide the tracking number above.                    We are truly sorry that your experience with the [redacted] was not satisfactory, but we are hopeful this information has been helpful.  Please feel free to call the number on the back of your card if you have further questions or concerns.  Sincerely, [redacted]Cc: Revdex.com - [redacted]

We appreciate the opportunity to address your concerns and we can assure you that we began investigating the unauthorized use of your card as soon as your reported the issue. Please note, provisional credit in the amount of $2,250.00 was applied to your Card on 12/09/14. You will have full use of...

this credit while we further investigate the disputed transactions. Applicable law requires we complete our investigation within 90 days, and unfortunately, requests to merchants for transaction records can take a significant amount of time.
 
As a courtesy we will also provide a credit of $25.00 to your account. Please feel free to contact customer service should you need assistance with anything else in the future.

[redacted]
April 8, 2016
[redacted]
RE: Revdex.com Case #[redacted]
Dear Ms. [redacted]:
We received your correspondence in our office on March 28, 2016, forwarded on your behalf by the Revdex.com of...

Northeast Florida (Revdex.com) regarding a pending authorization on your account for a hotel purchase. Thank you for affording us the opportunity to provide clarification in this matter.
After further research, we have determined that the authorization made by the merchant [redacted] for $43.59 on March 14 was still pending. Hotel and similar transactions are held up to 20 days per network guidelines regarding how long hotel type merchants are allowed to send the final amount of the transaction. We had not received any automated or manual communication from the merchant indicating that the authorization has been reversed nor a final amount of the transaction.
Our call notes indicate that during your initial calls; the call center agent should have provided you with the option to fax documentation to us to release the pending authorization. The [redacted] team has since attempted to contact you to provide that same information however, those calls have been unsuccessful. Additional training and coaching on the process has been given to the agents involved.
Utilizing your written inquiry to the Revdex.com as the documentation we need to proceed with the pending authorization release process, we have released the pending authorization as of April 1. Those funds are now available to you and your current balance as of April 1st was $44.58.
Ms. [redacted], we are truly sorry that your experience was not satisfactory, please contact the number on the back or your card if you require further assistance.
Sincerely,
[redacted]

We are in receipt of your recent request for assistance in regards to your [redacted]! account. We appreciate the opportunity to review your concerns. Your complaint indicates a concern regarding a dispute you filed with us on September 24 for $119.78. We received the dispute documentation from...

you on October 4. No provisional credit was provided due to the nature of the dispute. On October 25, we mailed a letter to you requesting additional information. Specifically, we asked for a detailed explanations of how the actual vacation plan differed from what was promised, the date the services were to be provided Copies of any written documentation supporting your dispute Advertisement, information from website, emails sent to the merchant or received from them regarding this matter, the date you contacted the merchant to try to resolve the dispute. Once this information is received, we will be able to continue processing your dispute. Mr. [redacted] we are truly sorry that your experience with the [redacted]! was not satisfactory, but we are hopeful this information has been helpful. Please contact the number on the back of the card if you have additional questions.

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