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Futura Card Services Reviews (33)

Corrective action will be taken Thank you, [redacted]

Corrective action will be takenThank you [redacted]

Dear [redacted] Please find our response below in reference to complaint ID # [redacted] dated 11/8/ In summary, during the month of July 2016, [redacted] returned an item to a merchant by the name of [redacted] [redacted] processed a refund to his debit card used in the original purchase transaction in March of this same year Unfortunately, [redacted] ’s original card had already reached a zero dollar balance and had closed and purged from our system months earlier on 4/2/so the refund was never posted to his original card account Since his original card had purged from our processing software and we were unable to post the refund to it, the credited funds received for him from this merchant was placed in a secure, liability account held at our issuing bank for [redacted] ’s safekeeping After receiving this complaint, dated 11/8/and successfully locating the refund in the liability account, I contacted [redacted] via telephone to inform him his fund were available and that we would be sending a cashier’s check for $for the refund [redacted] stated that he would prefer to receive the refund in the form of a debit card, and not on a check This is not our refund process for credits to a purged card, but in an effort to accommodate [redacted] on 11/9/2016, [redacted] sent [redacted] the refund for $in a form of an instant issue prepaid debit, along with the corresponding terms and conditions per his request I confirmed for [redacted] that we would be mailing out this card to him on 11/9/and advised him on how to use the card without incurring service charges or feesLastly, I requested [redacted] to call me directly when he receives the new debit card to ensure that the card was delivered successfully During my call with this cardholder on 11/09/2016, the resolutions stated above were communicated clearly to [redacted] , thereby resolving and closing this complaint ID # [redacted] Please call if you need anything further or if you have any questions Sincerely, [redacted] Legal & Compliance Director [redacted] ***

Re: ID# [redacted] Dear Ms. ***, After reviewing the complaint and the calls, as Mr. [redacted] stated that the [redacted] Web transfer for $125 on 2/8/2015 was processed. The account re***ed a $0.00 balance on 2/11/... 2015 and closed the account. The [redacted] transfer was rejected by the receiving bank, returned the funds and was credited back to his account 2/11/2015 already on a closed status. The communication on the escalation process caused the delay re-activating the account. I send email and called and left Mr. [redacted] messages to inform him that we are reviewing his complaint Mr. [redacted] did not respond or return my calls. After reviewing the complaint the account was re-activated on 2/23/2015, weekly service charge of $0.53was reversed and credited back to the account, at the same day Mr. [redacted] made all his transactions to bring the account to $0.00 balance. This resolved and closed this complaint. Please call us if you have any questions at [redacted] ext ***. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I just wanted a refund; I'm not going to jump through all of this businesses hoops to get it though I have the same opinion of this company as in my initial complaint They are preying on people essentially forced to do business with them and could not operate as a legi***ate business otherwise! Very poor response and terrible customer service but what do you expect from a company that takes advantage of people in a vulnerable situation.] Regards, [redacted]

We received the complaint and will be reviewing and resolve the complaint within the time frame requiredWhen the resolution is completed we will email a copy for your recordThank you, [redacted]

If you ever receive a debit card that comes from Numi Financial (a subsidiary of Master Card), be sure to read the "very small" print on the back of the card since this is the only place you will learn of the service fee of $deducted WEEKLY from the balance on the card This quickly eats up your balance! Unethical in my book

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For
your reference, details of the offer I reviewed appear below
[I just wanted a refund; I'm not going to jump through all of this businesses hoops to get it though I have the same opinion of this company as in my initial complaint They are preying on people essentially forced to do business with them and could not operate as a legi***ate business otherwise! Very poor response and terrible customer service but what do you expect from a company that takes advantage of people in a vulnerable situation.]
Regards,
*** ***

Re: ID# ***
Dear Ms***,
After reviewing the complaint, I have send Mr*** an email and also called and left him a message
The resolution was communicated to Mr*** via
email (attached) This resolved and closed this complaint
Please call us if you have any questions at *** *** ext ***
Sincerely,
*** ***
Legal & Compliance Director
From: *** ***
To: "***"
Subject: FW: Revdex.com Complaint
Date: Thursday, March 12, 2:20:PM
Mr***,
Numi Financial is a prepaid *** card program manager and card servicer for the *** *** ***Numi Financial does not own or operate ATM or Kiosk machine at *** *** *** or any facilities
Your complaint that “the ATM machine issued a *** Debit card for the balance of $48.00” this process was communicated to *** *** *** by emailPlease see Sgt***’s response belowIt is *** *** ***s policy to return trust & commissary funds to released individuals in the form of a prepaid *** debit card
*** *** *** provides each cardholder with a cardholder agreement, also known as the card’s Terms and Conditions, as well as a card usage tip sheetThese documents outline the conditions surrounding the usage of the card as well as illustrate how one may retrieve all of their money off the card for no charge at allIn addition, these documents provide clear instructions on how to avoid fees, such as ATM surcharge fees, and how to use the card to make purchases
Your transaction history indicates that you did not follow the instructions contained in the materials provided to avoid incurring the service chargesDespite these indications, we are refunding the weekly service charges to Ms*** *** to resolve and close this matterPlease note that processing this refund is in no way an admission of guilt or an acceptance of any of the meritless allegations in your complaint regarding the card program or our business practices Please contact me if you have any questions
*** ** ***
Legal & Compliance Director
*** *** *** *** *** ***
*** ** ***
Office: *** *** x***
Fax#: *** ***
***
From: ***, *** [mailto:***]
Sent: Tuesday, March 03, 9:AM
To: *** ***
Subject: RE: Revdex.com Complaint
There was a Numi card issued on 10-22-with the ending numbers ***However, the card would not have been issued by the Kiosk Machine in the lobbyThe card containing $would have been issued directly to *** *** upon her release from our facilityThe terms and conditions as well as the wallet card would have been issued as well per policyIf you have any other questions please let me know
From: *** *** [***]
Sent: Monday, March 02, 3:PM
To: ***, *** Cc: *** ***
Subject: Revdex.com Complaint
Hi Sgt***,
We received a Revdex.com complaint from a *** ** ***, the complaint is the “changed issued on a debit card” when he posted bail for his girlfriend *** ***Mr*** indicated that “Upon posting bail for my girlfriend at the *** *** *** which uses an ATM type machine run by NUMI Financial, I inserted $for her $bail and a $fee was disclosedThe machine then issued a Master Card Debit card for the balance of $48.”
In order for Numi to resolve the complaint I would like to confirm if the Prepaid Debit card was issued from an ATM machine and the date the Prepaid Card was issued, and was given to the complainant or to *** *** the released inmate? Also were the Terms and Conditions and Wallet Card given with the Prepaid cards? He stated that this happen on 10/29/the last four # of the *** activated on 10/22/We appreciate your assistance in resolving this complaint when you return from your vacationPlease call me if you have any questions at *** Ext *** and if I can call you at your convenience to discussed some other minor issues with this complaint, please let know the date and time that I may call youAgain, thank you!
*** ** ***
Legal & Compliance Director
*** *** *** *** *** ***
*** ** ***
Office: *** *** x***
Fax#: *** ***
***

Please see attached response letter via email to Mr*** ***.Thank you,*** ***

Re: ID# ***
"MARGIN: 0in 0in 10pt">Dear Ms ***,
After reviewing the complaint and the transactions, on 1/21/Mr*** *** was contacted to discuss the non-usage of his card account that resulted to the feesMr*** *** authorized Mrs*** *** to explain the non-usage of the card account that resulted to the feesI also informed Mr*** that an account disclosure and a wallet card that explain the fees and instructions how to use the card to avoid service charge should be handed with the card, Mr*** said he does not remember, he stated that he was also given some other paperwork
To resolve and close the matter the fees for $was reversed and credited back to the card accountOn 1/21/2015, the resolution was communicated to Mrs*** ***
Please call us if you have any questions at ###-###-####
Sincerely,
*** ***
*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *

Re: ID# ***
10pt;">Dear Ms ***,
8/26/the da* we received the complaint, I was in
constant contact with Mr*** *. b*
emailMr*** provided additional information regarding his card
accountAfter reviewing the timeline of the date and time of transaction, on
8/26/at 3:PM PST, it was concluded that the card was lost and that
there was a miscommunication in the reporting of the lost card
To resolve and close this matter a refund check for $was
requested and mailed on 9/2/to Mr***
Please call us if *ou have an* questions at *** *** ext ***
Sincerel*,
***
***
*** * *** ***

We received the complaint and will be reviewing and resolve the complaint within the time frame requiredWhen the resolution is completed we will email a copy for your record.Thank you,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved. That’s fine…I just want my money back.
Regards,
[redacted]

Dear Revdex.com:First, it is important to note that here at Numi Financial we take all cardholder complaints very seriously and we appreciate you bringing this item to our attention.We received Complaint ID # [redacted] submitted on 10/25/2017 by [redacted], who is related to a customer of...

ours, but who is not herself a [redacted] cardholder.The facts surrounding this matter are as follows:On behalf of our card issuing bank partners, we are the prepaid [redacted] debit release card service provider for the El Paso County Sheriff's Office (the “Releasing Facility”).  Under our contract with the Releasing Facility, we have no control over which method or methods El Paso County Sheriff's Office uses to return inmate trust funds to individuals being released nor do we determine which individuals, if any, will receive a prepaid [redacted] debit release card. This property management policy is set at the sole discretion of the El Paso County Sheriff’s Office.  Numi has made El Paso County Sheriff's Office aware of this complaint and they responded informing Numi that it is their procedure that “When an inmate is released from our facility out to the general public they are released with a Numi Card. The card is inserted into the green folder along with the tri-fold information sheet (Cardholder Agreement) and the Numi information wallet card. Also, they have to sign a release showing what the amount being released to the inmate. So when [redacted] left our facility he knew how much he was leaving with and all the rules, regulations, and fees involved.” A signed release receipt by [redacted] was provided by El Paso County Sheriff’s Office.The Cardholder Agreement clearly states that the use of the card is voluntary and that Cardholder may choose to “opt out” within the three (3) days grace period after the card is activated and can request a paper check be mailed at no fee from Numi Financial.  In addition to this “opt out” provision, it is very important to note that there are multiple options available to the cardholder for spending and withdrawing their funds from their card account at no charge. In addition, card account and balance information can be accessed anytime for free at the Numi Financial website or by calling the toll free number printed on the back of the card. We believe the allegations in this Complaint are meritless for the reasons set for the below. With regard to the specific allegations in the Complaint and the requested resolution, our response is as follows.The complainant [redacted] stated in her complaint that:1. “When my son was released from jail he was given a card with the balance of the funds I had given to him. He was returning my money to me.”  This company took fees which neither my son nor I were informed about nor consented to. This is theft and the fees should be refunded.  I called the company and they took my information. Then a man named [redacted] called me back with a ticket number [redacted] and told me to call back. The cardholder [redacted] is the adult son of [redacted].  The complainant, [redacted]  is not a Numi cardholder and never received a Numi card. El Paso County Sheriff’s Office provided Numi with a copy of the signed release receipt which clearly displayed the amount loaded in the card (balance). This signed receipt dated 6/16/2017 is an acknowledgement of receipt by [redacted] of the card and acknowledgment of the balance of the card on the card of $67.87. [redacted] received the card inserted into a green informational folder that also contained the tri-fold cardholder agreement (information sheet) with the list of fees and charges, the Numi information wallet sized tip sheet that includes usage tips that explains how to best use the card to avoid fees. In addition, the $2.95 weekly service charge is clearly printed on the back of the card.   2. The woman we spoke to refused to speak to me and I had to get my son to talk to her. The woman told my son that the card was simply used up in fees. The woman said there was no other person to speak to and just hung up saying, "have a good day." This is theft and I want the money returned. [redacted] was told on her second call on 10/25/2017 that the card information cannot be disclosed to a non-cardholder without authorization from the cardholder. Mrs. [redacted] then called her son [redacted] to speak to the agent. The agent verified [redacted]’s information. The agent then read the transactions to the cardholder and also offered to mail a copy of the transaction register.  [redacted] responded by asking if he can contest the fees and that no one told him about the fees, then he asked for the main office address, telephone # and the full name of the company, the agent provided the information. [redacted] ended the call by saying “thank you”.  During the call, which we have a recording of, [redacted] the cardholder did not mentioned or request to authorize [redacted] to access the card information. The agent did not “just hang up”, [redacted] ended the call.  3.  Complainant Desired Settlement:My son had $76.00 on the balance of his account in jail from the $100 that I had placed on his books. This is MY money and he gave me the card to I could have my money back. This company has stolen this money from me. I want it back. They need to send me a check with my money.  [redacted], the owner of the card, did not contact Numi at any time after receiving his card with $67.87 loaded onto it in June of 2017. [redacted] the complainant and a non-cardholder/not a customer of Numi  called on October 23, 2017. According to the telephone calls [redacted] is in possession of [redacted]  card and stated during the first call on 10/23/2017 that she performed the signature transaction for $45.07 on 8/3/2017. On 8/17/17, the mother [redacted], despite knowing that there were not sufficient funds available on the card,  attempted two additional transactions for $129.99 and $12.98.   These transactions were declined for insufficient funds.  All the fees and service charges incurred by the cardholder are clearly outlined and noted in the Cardholder Agreement.  Receipt of the Cardholder Agreement was acknowledged by Brain [redacted], when he signed his property receipt stating the $67.87 balance on the card.  [redacted] chose not to use his card and did not remove his funds within 3 days after the card was activated to avoid any weekly service charge fee.  The lack of use of the card resulted in weekly service charges being imposed from 6/16/2017 to 8/1/2017. The weekly service charges brought the card balance to $0.00 and closed the card account on 8/15/2017.  The $2.95 weekly service charge is clearly noted in the cardholder agreement and is also printed clearly on the back of the card. All weekly service charges incurred are valid and binding under the terms of the Cardholder Agreement.For the reasons set forth above, Numi will not be refunding any services charges to this card account nor to [redacted]. Thank you again for bringing this matter to our attention.Sincerely,[redacted]

Please see attached response letter via email to Mr. [redacted].
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this...

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I just wanted a refund; I'm not going to jump through all of this businesses hoops to get it though.  I have the same opinion of this company as in my initial complaint.  They are preying on people essentially forced to do business with them and could not operate as a legi[redacted]ate business otherwise!  Very poor response and terrible customer service but what do you expect from a company that takes advantage of people in a vulnerable situation.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved. I have received  my 40 dollars today from numi financial.
Regards,
[redacted]

We received the complaint and will be reviewing and resolve the complaint within the time frame required. When the resolution is completed we will email a copy for your record.
Thank you,
[redacted]

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Description: Financial Services, Prepaid Debit/Credit Cards

Address: PO Box 235889, Encinitas, California, United States, 92024

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