Futura Card Services

Dear [redacted]
Please find our response below in reference to complaint ID #[redacted] dated 11/8/2016.  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  4/2/2016 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 11/8/16 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 $29.51 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 normal 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 $29.51 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 11/9/16 and advised him on how to use the card without incurring service charges or fees. Lastly, 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]

Corrective action will be taken.
Thank you,
[redacted]

Re: ID# [redacted]
Dear Ms. [redacted],
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[redacted]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 [redacted].
Sincerely, [redacted]

Corrective action will be taken. Thank you.
[redacted]

Dear [redacted]
Please find our response below in reference to complaint ID #[redacted] dated 11/8/2016.  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  4/2/2016 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 11/8/16 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 $29.51 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 normal 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 $29.51 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 11/9/16 and advised him on how to use the card without incurring service charges or fees. Lastly, 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]

Review: On 2/8 I was released from Polk County jail with a Numi Financial card with 127.53 cents. I was unable to locate a pin number to use my card. When I called the number on the back I received an automated recording with no help to contacting a representative. I then proceeded to make a wire transfer from my numi financial online banking to my bank [redacted] account in the amount of 125$.

Having worked credit card disputes for [redacted] I am aware of the necessary precautions to take. I called numi the following morning to make sure they had a dispute process in place in case my transfer did not go thru. They informed me they do and told me it would take 3 days. I waited 3 days. On Wednesday I called back to numi, no money had been transferred, and they told me to wait til Friday.

On Friday I spoke to a Mr. [redacted]. He informed me the transfer did not go through, also that my account had been closed. He would not go into details or tell me how my account was closed when there should have been cents in it. Also I was under the impression that it was too be left open until the transfer went through. He told me he would place a request to open worth their accounting department.

On Monday 2/16. I contacted numi and spoke with [redacted] again. He informed me there was no request paved and we had never spoken before. I called back and spree to a manager named [redacted]. She told me she herself would file the request, get it handled and would call me back in the hour. Which took place at roughly 11:30 a.m.

Today is Tuesday 2/17 6:15 p.m. I have contacted numi multiple times with no success of activating my numi card in order to retrieve my funds. Not a single promise has been kept on their part, customer service is of the worst quality and nothing has been done to solidify my knowledge that my money is safe or something is being done to retrieve it.Desired Settlement: I only want my card activation to be completed. As for their shotty customer service, I have seen that I am not the only one with a bad review, that is on the part of Numi Financial.

Business

Response:

Corrective action will be taken. Thank you.

Business

Response:

Re: ID# [redacted]Dear Ms. [redacted], 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[redacted]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 [redacted]. Sincerely, [redacted]

Review: I got arrested in Maricopa county I had 85.13 cash when I went to jail. When I was released the jail gave me a card stating Mt money is on that card. Well I didn't want this card I went to an ATM to with drawl my cash I could take it out insufficient funds. So I check the balance they charge for that so already 2 dollors and some change was already take from me. So I go to the cashier ask for cash back 40 nuni changed for that. I try to pay for something and get the rest of my cash out insufficient funds again. Numi charged for that. So I tryd to move the remaining 40 to my card were as they will not charge me to use it. So transaction completed. But doesn't show up on my card. I call numi one employee tells me its going to be 2 days. 2 days go by and nothing. I call again the employee tells me its going to be 2 businesse days. I asked to speak to a supervisor he tells me its gonna take 3 to 5 business days. And he also states that's the standard to for all financial services process. No where does it say on the website it will take that long to transfer money. I wanted to avoid a 2 day service fee so that why I tryd to transfer to my card but numi card still changed me. A service fee. I am really upset that numi card took money from me eveytime I used the card and I didn't ask for this card. I just want all my money back for all the fees they take but they do not not state on the card that they charge for. I still have gotten my remaining 40 as of today.Desired Settlement: All my money back that lost because of this card. I would like a check not this card.

Consumer

Response:

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,

Review: I was arrested when my license was suspended AND I DIDN'T KNOW. They stole $20 out of my car that is helpful when people ask for money (like when you meet them on the street) the jail stole $1.50 and left $18.50 on this card. I DID NOT AGREE TO THE TERMS OF THE CARD. Now the money is gone because they charge all these fees on the card. I want my money back. This is theft, and they know it. Give me my money back.Desired Settlement: I want my $18.50 back...and I am VERY [redacted]...it's the principle of this. They are thieves who [redacted] themselves out to police agencies. It's [redacted] disgusting.

Consumer

Response:

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,

Business

Response:

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.

Review: When I received the companies card the same day I was unable to use it. It didn't come with any directions so I stuck it in my wallet thinking that it was like other cards and need to be activated. When I called numi financial [redacted] a supervisor stated they could not do anything do to their is a service fee. I told her the card did not come with directions and I did not know. She said I could not get my money back. I feel like this is unfair and unlawful.I will want to request for my money to be retired so I can properly remove my money off the card.Desired Settlement: I will like the money to be returned so I can remove the my money off the card.

Business

Response:

Re: ID# [redacted]

Review: I was arrested in Vegas for some minor identity issue. When I was released all my cash was placed on the MasterCard Numi Financial. On the way home I lost my card and called to the customer service I was told my PIN multiple times, every time I had to repeat that I lost my card, however, the Customer Service kept ignoring my suggestion, telling me my PIN over and over again. Finally, I was told that I'd be issued a check. Two weeks later no check was received. I called to Customer Service, and I was told that my card balance was "zero", that was why no check was issued. I asked for transaction history, and I was explained that that was $2.50 weekly charge, plus I had some other unauthorized transactions for which I was advised to file a police report. The police officer I applied to file a report refused to file it since it was less than $10, and without police report Numi Financial refused to refund any money, even though my card was supposed to be cancelled the day I reported and all transactions including weekly service charge should of been refunded.Desired Settlement: MasterCard covers all unauthorized purchases, so since my card was lost or stolen all transactions including service fee must be reversed and another check should be mailed to me.

Business

Response:

Re: ID# [redacted]

Dear Ms [redacted],

8/26/2014 the da* we received the complaint, I was in

constant contact with Mr. [redacted]. b*

email. Mr. [redacted] provided additional information regarding his card

account. After reviewing the timeline of the date and time of transaction, on

8/26/2014 at 3:20 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 $8.35 was

requested and mailed on 9/2/2014 to Mr. [redacted].

Please call us if *ou have an* questions at [redacted] ext [redacted].

Sincerel*,

Consumer

Response:

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.

Regards,

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 $2.50 deducted WEEKLY from the balance on the card. This quickly eats up your balance! Unethical in my book.

Review: I was arrested in [redacted], Oregon where the county took my money upon booking. There were no fees on my money that they took as it was U.S. currency. There is no option for me not to have them take my money from me as they do whatever they want when they book you. When they released me, they did not announce that this company that they use to pay me back would be stealing my money from me starting in 5 days if I didn't find someway to jump through there hoops and figure out a way to get my money back free of charge. I don't remember signing anything saying I agreed to the terms and conditions of the card. It doesn't make any sense why they wouldn't ask you if you want the card activated or not as fees incur five days after activation. I'm sure Numi's response to this will be that it wouldn't be efficient to have to activate each card for released inmates on request. Here's an idea, why don't you give the counties you have contracts with a stack of cards that are not activated to give someone a chance whose last worry is getting $13.48 that the county took from me without my permission. I did attempt to use this card at an ATM twice upon release with no luck so this was a far cry from the convenience of the money that was taken from me; My money that was taken could be used anywhere in the U.S., there wasn't a list of ATM's or banks that I would have had to go to in order to use my money, and I'm sure most people would prefer the ease of not having so many limits to what is rightfully theirs!

They are taking advantage of people who are having their rights stripped away from them by the corrupt counties that contract with them. When you are in jail, it doesn't mean you are guilty of anything, it only means the jurisdiction that has had you arrested believes that you may have committed a crime. Something about "presumed innocence" and are forefathers ring a bell?Desired Settlement: I want my $13.48 in easy to use U.S. currency that was taken from me. I would venture to guess that this company could not sell these cards in a normal market under the same conditions and exorbitant fee structure they use. Yes, it is the principal and GIVE ME MY PROPERTY BACK!!!

Business

Response:

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

Review: Upon posting bail for my girlfriend at the [redacted]unty jail which uses an ATM type machine run by NUMI Financial, I inserted $800 for her $750 bail and a $2 fee was disclosed. The machine then issued a [redacted] Card Debit card for the balance of $48. When we left, I attempted to use it at a nearby gas station for fuel at which time it did not work. The following day, I called NUMI and went through their lengthy phone system and finally got a customer service rep who reset the pin. I again tried using the card to no avail then called back to explain the situation, this time a rude customer service agent told us "there's no reason the card won't work". After many calls to the [redacted]. jail and NUMI it's obvious their system does not work and they commonly rip off the recipients of their refund cards. If anyone needs to pay something through and atm machine operated by NUMI be forewarned to have the EXACT change! Their machine issued cards DO NOT WORK and their customer service is the Worst!! Avoid This Company !!!Desired Settlement: $48 USD received in a manner that can be spent, not one of their useless cards.

Business

Response:

Corrective action will be taken.

Thank you,

Business

Response:

Re: ID# [redacted]Dear Ms. [redacted], After reviewing the complaint, I have send Mr. [redacted] an email and also called and left him a message. The resolution was communicated to Mr. [redacted] via email (attached) This resolved and closed this complaint. Please call us if you have any questions at [redacted] ext [redacted]. Sincerely, [redacted] Legal & Compliance Director From: [redacted] To: "[redacted]" Subject: FW: Revdex.com Complaint Date: Thursday, March 12, 2015 2:20:53 PM Mr. [redacted], Numi Financial is a prepaid [redacted] card program manager and card servicer for the [redacted]. Numi Financial does not own or operate ATM or Kiosk machine at [redacted] or any facilities. Your complaint that “the ATM machine issued a [redacted] Debit card for the balance of $48.00” this process was communicated to [redacted] by email. Please see Sgt. [redacted]’s response below. It is [redacted]s policy to return trust & commissary funds to released individuals in the form of a prepaid [redacted] debit card. [redacted] provides each cardholder with a cardholder agreement, also known as the card’s Terms and Conditions, as well as a card usage tip sheet. These 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 all. In 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 charges. Despite these indications, we are refunding the weekly service charges to Ms. [redacted] to resolve and close this matter. Please 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. [redacted] Legal & Compliance Director [redacted] Office: [redacted] Fax#: [redacted] From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 03, 2015 9:00 AM To: [redacted] Subject: RE: Revdex.com Complaint There was a Numi card issued on 10-22-2014 with the ending numbers [redacted]. However, the card would not have been issued by the Kiosk Machine in the lobby. The card containing $48 would have been issued directly to [redacted] upon her release from our facility. The terms and conditions as well as the wallet card would have been issued as well per policy. If you have any other questions please let me know. From: [redacted]] Sent: Monday, March 02, 2015 3:54 PM To: [redacted] Cc: [redacted] Subject: Revdex.com Complaint Hi Sgt. [redacted], We received a Revdex.com complaint from a [redacted], the complaint is the “changed issued on a debit card” when he posted bail for his girlfriend [redacted]. Mr. [redacted] indicated that “Upon posting bail for my girlfriend at the [redacted] which uses an ATM type machine run by NUMI Financial, I inserted $800 for her $750 bail and a $2 fee was disclosed. The 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 [redacted] the released inmate? Also were the Terms and Conditions and Wallet Card given with the Prepaid cards? He stated that this happen on 10/29/2014 the last four # of the [redacted] activated on 10/22/2014.We appreciate your assistance in resolving this complaint when you return from your vacation. Please call me if you have any questions at [redacted] Ext [redacted] 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 you. Again, thank you! [redacted] Legal & Compliance Director [redacted] Office: [redacted] Fax#: [redacted]