Global Cash Card Inc

We are accepting this as a written request for documentation and we will send you the documentation as to how the determination of no error was completed

We apologize for any
inconvenience the cardholder may have experiencedWhenever a customer is
attempting to file a dispute claim for a potentially unauthorized charge, we
block the card as a security measure to avoid further unauthorized charges to
occur on the accountIn this case the
cardholder claimed that there were
fraudulent charges on both of his cards therefore we locked bothWhich after
further investigation the outcome of his *** disputes did not end in his
favor and documents supporting the final decision have been mailed to himOur
records indicate that we have not overcharged the cardholder in fees and that
he has only been charged $ATM Transaction (domestic) Fees and $POS
Decline (domestic) FeesThe list of standard fees can be found in the
cardholder agreement that has been sent to him along with his cardOn September 16,
cardholder contacted us to set up an ACH transfer to his bank accountCardholder
was advised that he can set up the transfer through our website, however if the
system does not allow him to proceed with the transfer (due to the cards being
locked), he can contact us and we will send him a card via *** overnight delivery
with no chargeCardholder called on September 17, and asked to speak to a
supervisor to have his card unlockedWe explained that due to fraudulent
charges on the account we are unable to unlock the card however we would be
able to send him a card via *** overnight deliveryA card via *** was sent
on September 18, and was received by cardholder on September 19, Cardholder contacted us
on September 19, at 8:43pm and stated that his funds were not available on
his new cardWe apologized and advised that we will manually process the
transfer from the cancelled card to the new card and will notify himAt 9:33pm
cardholder was contacted and informed that the issue had been resolved.On October 29,
cardholder contacted our dispute department to initiate an ATM claim given that
ATM had only dispensed partial fundsCardholder was advised that this error did
not occur on our end however we would be pleased to assist him with the dispute
claimDispute forms were sent to cardholder the same day and cardholder was
advised that the forms must be signed and returned within business days in
order for him to receive provisional credit, per Regulation-EOur records
indicate that we have not yet received the form requested from the cardholderPer
Regulation-E we now have days to investigate this matterWe would
like Mr*** to understand that we have not blocked him from contacting our
dispute departmentWe can certainly empathize with his frustration and do apologize for his negative
experience with Global Cash Card
Global Cash Card takes pride in providing world-class customer service and will always take the
necessary steps to continue with this tradition We welcome Mr***
to contact customer service at *** with any questions

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 attached the police report I submitted the day I realized my money was goneI been gone sense Dec in Bismark ND working and so fourthI had got a voice mail from my land lord saying my credit card on file was denied for paymentThen I got another message from my cable company stating the same thingI drove home assuming that maybe I linked the wrong card to my accountsWhen I got home thats when I found my apartment was broken intoAmong other items that was stolenMy Debit Cards, Social Security Card and other important documentation was stolenMy Pin to my card was wrote on the envelope it came inOnly because I new I wasnt going to use it and I didnt want to forget itI called in to cancel my card and asked the representative for my balance and was informed their was dollars in my accountI should of had around dollars on thereI asked how is it that this much cash can be spent without informing meI got alerts everytime a deposit was made but none to inform me of that much money being spent? I filed a dispute that same day and the response that came back was that nothing seemed to be wrong with my account and was sent papers with numerous transactions that was chargedIm baffled on how they did an investigation and the results was thatdollars has been spentNothing I approved ofNothing I spentI even sent them the police reports explaining the situationSo now we are at this point to where I was informed to write a letter and thats totally unfairEspecially when I sent the documents they asked of me and nothing was done to resolve thisI would like a proper investigation done and I would like to have my cash refunded back to my account! I worked hard for it and to not refund me is so unjust! thank you
Regards,
*** ***

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
At no time did they say the fax was to darkFor two days the told me it would be in my account and the only reason they posted it to my account was because I contacted metabank the bank who this card is thruThey told me for two days that it would be in my account in mins then by this afternoon then by the close of business I did incur the charge because of themThe customer service department lied to me would not give me the corporate office information their whole attitude was we have your money and we are not giving it to youThey should have to pay my late fee
Regards,
*** ***

Thank you for your inquiryOur records indicate that on January 19, you called and inquired about the card that was ordered and you had not receivedWe advised that the upgrade card was shipped on January 13, and explained that you would receive the card within 7-business days of
when it was shippedOn February 14, you contacted us again inquiring about your upgrade card since you had not received your cardYou requested to speak to a supervisor and at that time the supervisor advised that we are able to send you another card through regular mail (7-business days) and explained that we can only send upgrade cards to cardholders of this specific employer and upgrade cards cannot be sent overnight however you stated that you would be contacting Revdex.com if we don’t agree to overnight a card and wave the feeOur records indicate that on February 14, a card was sent to your address however as we discussed today you have not received it yet Per our conversation today we are requesting another card to be sent to you which will take up to 7-business days for you to receiveWe apologize for any inconvenience you have experienced and we like you to understand that we do not disconnect the call on our cardholders unless profanity is being usedIf you have further questions please contact customer service at *** and one of our customer service professionals will be happy to serve you

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 recieved and I read the message those fees were not declined purchases those were as they call them monthly "inactivity fees" which I was unaware of and I did call and report my card stolen when I called and notified them about the unauthorized transactions
Regards,
*** ***

We apologize for the confusion and frustration that has occurred We have been unable to locate an account based on the information you provided to the Revdex.com It appears that the issue has been resolved however we strive for excellent customer service and would appreciate if you could kindly call us at *** ext *** to discuss where we could have further assisted prior to this escalation

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 have taken every necessary step and they still have yet to explain why my claim is denied
Regards,
*** ***

Thank you for your inquiryOur records indicate that you had a card with Global Cash Card, opened in that was not reported as stolen. There have been multiple POS signature decline feesThe fees total up to $which have been deducted when you received your payroll on March
10, 2016.We would like you to understand there are no hidden fees as those fees are decline fees which are disclosed in your cardholder agreement. Additionally, it is the cardholders responsibility to notify customer service if your card is stolen. As a gesture of goodwill, we credited $to your account on March 11, If you have any additional questions please contact customer service at *** and one of our customer service representatives will be happy to serve you

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
am not satisfied with the response mainly because it was quite difficult to even contact someone regarding my issue and also because I do not feel a fee should be involved for someone who is a new customer I can understand if I were a customer who lost there cash card.it was very much implied that the global cash card would be initiated by my employer and activated buy them no where did I read that it would take to days
Regards,
*** ***

Thank you for your inquiry Our records indicate that you contacted Global Cash Card on August 11, to advise that there was an unauthorized transaction on your card At that point the card is blocked and a dispute claim is initiated on your behalf Dispute forms are sent to
you to help assist us with your claim Our records indicate that a transaction was not made minutes before the fraudulent transaction, it was approximately twelve hours prior We mailed dispute forms to you on August 12, and to date the forms have not been received back to Global Cash Card Our records indicate that you have had your card for quite some time and have not experienced and issues prior to this transaction We can assure you that the security questions that you had to complete prior to logging into your online account had nothing to do with your unfortunate experience Although the investigation has not been completed, as a gesture of good will, we have issued credit to your account for the transaction in question as well as any fees associated with your claim If you have any further questions, please contact Global Cash Card at ***

We certainly empathize with your frustrationOur records indicate that due to a system failure the funds did not load to your account immediatelyWe would like you to know that $was loaded to your account on May 23, 2016. If you have any further questions you can contact me at *** ext*** and I will be happy to assist you

We apologize for your frustration, hopefully you can understand that if a 3rd party who isn't listed on the account calls in and asks questions, we have to assume that the card is potentially not in the customer's possession and have to take security measures to ensure the rightful person is in possession of the card We do allow the documentation to be faxed or emailed, we apologize for any misunderstanding you may have experienced

We would like to take this opportunity and once again apologize for any inconvenience the customer may have experienced The 7-business day time frame is provided to customers whenever a new card is ordered Unfortunately, Global Cash Card does not control delivery times for the USPS Global Cash Card takes pride in providing world-class customer service; it is the foundation upon which Global Cash Card was built upon, which is why we offer 24/customer service During a conversation with one of our customer service supervisors, Mrs*** expressed her displeasure with one of our e-mail support representatives because she did not receive a response from that representative for over 14hrs Our customer service supervisor apologized and explained that our e-mail support representative received the e-mail while she was not at work Mrs*** was Rude to our supervisor and felt that our e-mail support representative should have made it clear to her that she was not available at work 24/ Furthermore, Mrs*** used profanity with our supervisor and abruptly ended the call All e-mails are responded to as quickly as possible Unfortunately, hours did not meet the expectations of Mrs***.Once again, if Mrs*** wishes to discontinue her direct deposits to her Global Cash Card, she would need to contact her employer and request for them to stop sending deposits to her Global Cash Card Should the customer need further she’s more than welcome to reach me directlyMy name is *** ***; I am the Fraud Risk Supervisor Phone number 866-395-Ext ###

Thank you for your inquiry Our records indicate that you contacted customer service on March 9, to update your address Prior to that, the only address we had on file was the one that was provided to us upon receiving the card Our records also indicate you received your
commission load on February 12, and withdrew the funds on February 13, The commission load on March 13, was FedEx overnighted to you via a convenience check The tracking number was provided to you and we show the package was delivered on March 17, There is a commission load on April 2, We have attempted to reach out to you to confirm that you have your card in your possession, unfortunately we have been unsuccessful in speaking with you Please contact us at your earliest convenience at *** to discuss your options on receiving your funds

I, *** *** filed a complaint about a charge of $that occured on 10/21/I discovered it on 10/24/I sent all the papers Global Cash Card mailed me (10/28/2014) on 11/02/and per my tracking number they received on 11/05/I spoke to someone on 11/21/after being ignored by *** *** all that time I was told by the customer service rep that because they did not receive my papers they found the charge was not fraudulentI then contacted the Revdex.com and my states Attorney GeneralI give permission to Global Cash Card to release details of dispute outcome to the Revdex.com*** ***

Thank you for your inquiryAs stated in the agreement that was sent to you with your card there is a $withdrawal fee at non *** ATMs and in the parentheses it states that surcharge fee may applyThe $is the fee that the particular ATM charges and not Global Cash Card
Normally the ATM machine displays the fee and has you confirm that you agree to the ATM feeUnfortunately we are unable to reimburse you for these feesPlease refer to the cardholder agreement for more information or contact our customer service department at *** and we will be happy to assist you

Thank you for your inquiryWe empathize with your frustration and apologize for the long wait time as we were experiencing higher call volume than usualOur records
indicate that you filed a dispute on April 9, and the dispute forms were mailed to you on the same day however as you have stated the apartment number was missingWe have updated your address on our system for future and on April 18, as a courtesy we emailed the forms to you and advised for you to complete and email or fax back back to usProvisional credit for the total dispute amount has been loaded to your account until the investigation is finalized. Our records indicate that you spoke to ***’s manager on April 18, 2017, the same day that you requested to speak to her manager. We will review the calls and take all necessary steps to provide additional training with our supervisor for your negative experience. Global Cash Card takes pride in providing world-class customer service and will always take the necessary steps to continue with this tradition. Please don’t hesitate to contact me at ###-###-#### if you have any questions

Thank you for your inquiryOur records indicate that there were pending authorizations for the amount of $from TMO*** MOBILE WEB on April 26, The merchant reversed one of the pending authorizations and the other one was expired on May 1, by the systemUnfortunately we don’t
have a record of these two pending authorizations in your transaction history since neither one was finalizedWe recommend for you to review your transaction history for further verificationIf you have any further questions you can contact me at *** ext*** and I will be happy to assist you

We received your dispute call on 12/20/and initiated the dispute. Our system generated forms to the address on file on 12/22/ We received a follow up call on 01/05/and manually sent forms to the address requestedWe apologize about the hold time, we have experienced high
call volumesUnfortunately the dispute did not end in your favor. The final letter was mailed on 01/11/ Please see the final letter with instructions on receiving supporting documents