FSV Payment Systems, Inc.

Company's response below:October 14, 2016 [redacted] [redacted] [redacted] Dear Ms. [redacted]: We received your request for information filed with the Revdex.com (Revdex.com), regarding your [redacted] 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 made a purchase at a [redacted] Gas Station for a total of $38.77.  You advised that you decided to cancel the transaction and use cash instead.  You advised that when you contacted our customer service department several times we advised you that because the merchant did not specify the transaction amount, that you would have to wait a total of 20 days for the funds to be released. Upon receipt of your letter we reviewed our records and found that the original authorization occurred on August 26, 2016.  It does appear that the funds were released on September 5, 2016. We apologize for the inconvenience you experienced during this time; we, in conjunction with requirements from [redacted], have put these authorization holds in place to help prevent overdrafts or fraudulent transactions.  When we authorize a transaction, we may place a temporary hold on the cardholder’s funds for the amount indicated by the merchant. However, the 11 day hold that you experienced is not standard. Because of this, a $25.00 courtesy credit has been added to your account as a sincere token of our apology, which is available immediately. Ms. [redacted], we are truly sorry that your experience with your [redacted] Card was not satisfactory, but we are hopeful this information has been helpful.  Please contact the number on the back of your card if you have further questions or concerns. Sincerely, [redacted] 
[redacted] [redacted]

November 22, 2016     [redacted]  [redacted] [redacted]   Dear Mr. [redacted]:   We received your complaint filed with the Revdex.com (Revdex.com) regarding your [redacted]! [redacted] 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 notified us of several fraudulent purchases on November 2, 2016.  You informed us that you were able to file a dispute on November 15, 2016 after the transactions settled, and that you were advised that it would take 3 to 5 business days to receive your dispute paperwork. You informed us that you have not yet received this paperwork, and you have requested that we refund you the fraudulent purchases.   Upon receipt of your complaint, we reviewed our records and found that a dispute has in fact been opened on your account and that as of today the investigation is completed. A credit will be issued and our disputes team will be mailing you a letter detailing the case.   As to time frames for resolution, please understand that it is our policy to allow 10 days from the time of initial dispute to issue either a provisional credit, or as in this case, to complete the investigation and issue a permanent credit. We have this 10 day policy in place as in some complicated cases a dispute may take up to 90 days to resolve.                   Mr. [redacted], we are truly sorry that your experience with the [redacted]! [redacted] card was not satisfactory, but we are hopeful this information has been helpful.  Please contact the number on the back of your card if you have further questions or concerns.    Sincerely,       [redacted]   CC: Revdex.com - [redacted]

Dear Mr. [redacted],
Thank you for the opportunity to address your concerns. We regret that your account was part of a merchant compromise event and understand the burden that unauthorized transactions can cause. A new card was sent to your address of record at no charge to you. Our records indicate...

that you have received and activated this new card as well. If you did not activate the card, please contact us immediately. Additionally, we have completed the investigation of your disputed transaction and a credit in the amount of $180.00 was applied to your account on 11/26/14. This credit is permanent and you will receive a separate letter confirming this credit.
Sincerely,
Cardholder Services

Complaint: [redacted]
I am rejecting this response because:
They must really think we are stupid! So ONCE again a check did not reach me. Why were the checks in two separate envelopes? And then the better question is, why did they wait so long to send the check out again!!  We have never had a problem receiving mail and having things not reach us, but apparently now on three occasions my mail did not get here?So if indeed a check is mailed on March 27 and I do not receive it in a week or so, what legal action can I take?  This is unacceptable.Regards,
[redacted]

We appreciate the opportunity to address your concerns and apologize for any inconveniences that you have experienced. We have completed our review and have determined that Bill Pay transactions, including this one, were processed on a delayed basis. The $60 late fee claimed was not charged...

through our network and we cannot refund it without confirmation it was charged. Please forward any documentation regarding this fee so we may consider your request for reimbursement. We have attempted to reach out to you outside of this response, but our attempts have been unsuccessful.
Please feel free to contact the [redacted] number on the back of your card should you have any questions in the future.

Complaint: [redacted]
I am rejecting this response because: 1) They can as a company/organization take better steps to have customer services available to actually help the customer...not just give excuses- by actually having service people able to help the customer during their "maintenance" problems with transactions and bill pay system.  [redacted] and other companies do this during their maintenance times.  2) They need to as a company change their "Maintenance" times to off time use.  Do their maintenance during the down times and when the different states they work with to insure customers can get their funds.  3) They receive a lot of money from [redacted] agencies ([redacted], [redacted], [redacted] agencies) so they charge them lots of money and are not providing the BEST service available.  They are taking these programs too lightly.  I would like to see steps listed to correct this issue not just an excuse and a standard apology that does nothing to correct or simplify the problem.  
Regards,
[redacted]

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. One more thing, actually a couple more things, I want my account to be completely closed with the company. Also, the tracing number should have been given to me when I had asked for it this leads to upset clients and unfortunately it had to lead to this. All I wanted was for the money to be put into my bank or give me a tracking number, and it’s upsetting that after a complaint to your company, I was provided with a tracking number, when before no one wanted to give it to me. Please be more informed and try your best to satisfy a client when there is a problem, not have them wait 4 months for a solution or have it goes this far. 
Regards,
[redacted]

We appreciate the opportunity to address your concerns and as a courtesy to you for the length of time it took to reach a resolution a $10 courtesy credit will be applied to your account. Please note in an effort to curb fraud, most card issuers not permit a refund credit to post to the card...

unless the card was debited for the original transaction. To avoid this situation in the future please ensure that you have the merchant credit the same card with which you made the original purchase.
We received and reviewed the documentation you provided with regard to your transaction and were able to reinstate your account on Feb 10th. While we believe appropriate procedures were following in handling your transaction, we will provide additional training to our customer service representatives to ensure that these types of issues can be resolved more quickly in the future.

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 understand it takes a few days to process but I was going on information given to me by the company and the personnel that I spoke with. As of today there is still no credit, I will be awaiting it. Hopefully you keep your word and I am in fact credited for the amount so I can go ahead and close this and close the account with your company.  
Regards,
[redacted]

We are in receipt of the request for information regarding a [redacted] Payroll card. We appreciate the opportunity to review your concerns. Your complaint indicates concerns about card ending [redacted]. On July 17 you called Customer Service to report the card stolen and dispute a transaction in the...

amount of $30.03. You state that you were on hold for an extended amount of time, then disconnected.       After further research we have determined that the disputed transaction for $30.03 was processed and credited to your account on July 26. Furthermore, a replacement card was processed on July 18, the new card ends in [redacted]. Card [redacted] was activated on July 22.  Ms. [redacted], we are truly sorry that your experience with the [redacted] Payroll Card was not satisfactory, but we are hopeful this information has been helpful.  Attached to this letter are the transaction and dispute resolution letter.  If you have further questions, please contact the number on the back of your card for assistance.   Sincerely,  [redacted]
[redacted]

We appreciate the opportunity to address your concerns.
Two checks were issued by [redacted] on 3/5/2015. Check #[redacted] and check #[redacted], both for $50.00. Check #[redacted] was presented for payment on 3/18/2015 and paid.
Check #[redacted] was unfortunately returned by the [redacted] to [redacted] on 3/13/2015. Both checks were sent to [redacted].
The new check will be issued and mailed on Friday, 27th.
Please feel free to contact customer service should you need assistance with anything else in the future.
Sincerely,
[redacted]

We appreciate the opportunity to address your concerns. Thank you for sending in the written confirmation of your dispute. Provisional credit in the amount of $340.05 was applied to your Card on 10/14/14. 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

Company's response below:October 14, 2016 [redacted] Dear Mr. [redacted]: We received your complaint filed with the Revdex.com (Revdex.com) regarding your [redacted] issued [redacted].  [redacted] is 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 about the amount of time it took for you to receive your card, and more importantly the unavailability of funds during this time.  You also indicated some issues with the seeming disconnection between [redacted] and [redacted]. Upon receipt of your letter, we reviewed our records and found that your card was inactivated on August 24, 2016, due to having been reported as lost and you requested that we update your address. At that time you were advised that, due to bank policy, and in order to protect your account; the address update would be completed within five business days.  You could alternately fax in proof of the address update to have this completed more quickly.  We also advised that after the faxed information was received, or after the five business day timeframe, you could call back to have your replacement card sent out. The address change was completed on August 25, 2016 and a Change of Address Letter was mailed to you August 26, 2016. On August 29, 2016 you called into Cardholder Services to access your funds and were advised that you would not be able to access funds until you received the card replacement and to callback after the five day timeframe had passed. On September 2, 2016, when you contacted us, we verified the address and ordered the card replacement advising it will take 5-7 business days to receive a new card. On September 6, 2016 you contacted Cardholder Services for the status of the card and wanted the card to be expedited. At that time you were advised of the fee to expedite it, you agreed and an expedited card was ordered. The original replacement card was made inactive. You called into Cardholder Services later that day to advise that you did not want your card expedited and would like to have the replacement card that was mailed to you on September 2, 2016 to be reactivated, which we honored. It appears that you have had access to your funds since September 10, 2016. Furthermore, to address your concern regarding the unavailability of your funds during this extended period. We apologize for the inconvenience; however, due to the nature of the [redacted] it is not possible to withdraw funds from even a [redacted] branch without the possession of the card. Please understand that the bank made no error, and after reviewing our records it was found that proper policy was followed. As to your visit to the [redacted] branch, we apologize for the incorrect information you were provided by the [redacted], as a card had been mailed on September 2, 2016. Please be assured that coaching will be provided. Mr. [redacted], we are truly sorry that your experience with the [redacted] issued [redacted] was not satisfactory, but we are hopeful this information has been helpful.  Please contact us at the number on the back of your card if you have further questions or concerns.   Sincerely, [redacted]               [redacted]

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]

Thank you for the opportunity to address your concerns. We regret that the service you received did not met your expectations. Through a error, your request that the funds in your card accounts be sent to you by check was not processed. This error has been corrected and a check was issued...

yesterday.
Please contact us if the check does not arrive within 7-10 days.

February 9, 2017     [redacted]   Dear Ms. [redacted]:   We received your request for information filed with the Revdex.com, regarding your 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 returned a purchase to [redacted] to be refunded to your prepaid card.  At that time your card was inactivated without your knowledge, and your paycheck was later deposited to the inactivated card. You advised that you have been attempting to resolve this issue for the last two weeks without success.   After further research we found that the card was temporarily inactivated because the refund applied to the account does not have a matching purchase, as it appears the purchase was made using another card. Because we are unable to validate that the refund is yours it is our process to temporarily inactivate the card until verifying documentation is received.  In order to reactivate the card we will need both the purchase receipt and the return receipt.  This does not need to be the original receipt; a reprint of both receipts from the merchant would be acceptable. This documentation can be faxed to [redacted] via fax machine, or any Fax app on your smartphone. Please understand that the refund cannot be applied, nor can the hold be lifted until we receive the requested receipts.   Due to some of the confusing information provided by our customer service representatives when you contacted us and the inconvenience caused by the timing of the temporary inactivation, we have mailed a check for the remaining balance on your card, so that you will have access to your paycheck.  This was mailed under separate cover to the address provided.  Please allow 7-10 days for this to arrive.           Ms. [redacted], we are truly sorry that your experience with your prepaid 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,       [redacted]   CC: Revdex.com - [redacted]

June 15, 2017[redacted]Dear Mr. [redacted]:We received your complaint filed with the Revdex.com (Revdex.com), regarding your 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 withdraw funds from your card but that you did not receive the funds.  You also noted that an additional $40.00 was withdrawn from your account fraudulently.  A dispute was opened and we advised you to return some completed dispute forms within ten business days. We also advised we would send you a replacement card so that you could have access to your funds. You received the dispute forms on May 31, 2017, but as of June 5, 2017 had not yet received a replacement card. Upon receipt of your complaint we reviewed our records and found that your dispute was opened on May 26, 2017 and that we did receive your dispute forms on June 6, 2017 the eighth business day.  On June 9, 2017 permanent credit of $408.00 and one for $43.00 were placed on your account.  A letter to notify you of this was sent today.  According to our records your replacement card was received and activated on June 3, 2017.We are truly sorry that your experience with the prepaid 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, [redacted]CC: Revdex.com -[redacted]

We appreciate the opportunity to address your concerns. 
 
Provisional credit in the amount of $400.00 was applied timely to your Card on 12/16/14 and you had full use of this credit during the investigation of your dispute. You received a letter in the mail confirming this provisional...

credit and describing the rest of the dispute process.
In the course of our investigation we requested and received documentation from the ATM owner regarding your transaction. The documentation we received from [redacted] bank indicated there were no errors with your transaction. As a result, we concluded our investigation, denying your dispute and reversing the provisional credit as described in our letter of 12/29/2014.

We appreciate the opportunity to address your concerns.  We apologize that the text alert message you received mentioned an expedited delivery option not currently available to you. We regret the confusion that this message caused and hope your new card arrived without further issue....


 
Please feel free to contact the customer service number on the back of your card should you require assistance in the future.

I am rejecting this response because:i am rejecting this response because I have not received any information in the mail regusding my case.  The only thing that I did receive was a letter requesting a written dispute that was sent on janary 1st after the case had already been closed.  I sent more than enough information to have my case resolved and have not received anything from the company showing proof of what they received from [redacted].  I sent the transaction log that came straight from the atm company and it shows clearly an error code for that transaction.  The atm log also shows that $400 was requested and $0 was approved meaning nothing was dispensed from the machine on that day.  The date for today is january 26th and still I have not recieved the letter that was said to be sent on december 29th but I received something else in the mail that was sent on january 1st.  After speaking to the company again on just last week I was advised that the letter was sent on january 14.  Why was it sent on january 14th and the claim was closed and denied in december 29th.  i want my $400 back and I will not rest with either company until I have it.
Regards,
[redacted]