Global Cash Card Inc

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
Regards,
*** ***

Thank you for your inquiryOur records indicate that you contacted Global Cash Card on November 29, reported your card lost and initiated a dispute claimOn December 1, dispute forms were mailed to you and you were asked to return the completed forms to us within business days to
expedite your claimWe did not receive the forms until December 24, and a no error decision was made before we received the requested formsAs a gesture of good will, after receiving the requested forms we have reopened the claim and have provided you with a provisional credit for the total disputed amount on 1/11/The dispute claim is still under investigation and once finalized you will be receiving a letter with the final outcome. We would like you to understand that even though you reported your card lost to your employer, the card was still active as they do not have the credentials to lock the cardsThe card was never locked by your employer and was not reactivated by Global Cash CardPlease don't hesitate to contact our dispute department at 888-220-ext*** if you have any further questions

Thank you for your inquiryWe definitely empathize with your frustration as we were experiencing high call volume during the time of your initial callThe dispute forms were emailed to you and we did received the completed forms on May 20, As we have spoke over the phone on May 20, the
total amount of $has been credited back to your account due to the fraudulent chargesYou will receive a final letter within the next 7-business daysIf you have any further questions please contact me at *** ext*** and I will be happy to assist you

Our records indicate that the cardholder contacted Global Cash Card on November 12, to initiate a dispute claim on two ATM transactions each for $and two ATM transaction fees each for $1.75, total of $On the same day we mailed the cardholder dispute forms to complete and advised
that per Regulation E the forms must be mailed, emailed, or faxed to Global Cash Card within business days for her to become eligible for provisional creditWe did not receive the forms within business days and Per Regulation E we then had days to complete our investigationOn December 22, we received the funds from the ATM company and credited $to the cardholder’s accountWe welcome her to contact our customer service at *** with any additional questions

It is now going on days since I registered my complaint w/ Revdex.comGlobal has rec'd my receipt from WUI was told Thursthat the Acctdeptwould look intoShe gave me her name and said the supervisor wld handleI asked could she please call me backShe didn't offer it, and well my only option
given was to call back in, go thru there horrible IVR and remain on hold for minsOr moreI got no callbacks, no $No apologyNo EMPATHYI am out my health InsuranceI am out at least hours of my life with this crapI am out more than outthe feeI just don't know? How can I place a value on this situationI'd rather I could wish this fandango on someone I utterly dislikedBut, quite honestly there Is no one in my life that I hold that much contemp forI have spoken to my human resources and will involve my Administrator, and he will get our Corporate Human Resource on the lineRidiculous that it wld come to thisMaybe just an apology would have worked initially: but, days after and nobody even caresThis organization should at least credit me Just on principleBut, that's why they are known as cutthroatI tell every co-worker about this cardI have a *** *** *** on its wayI am advising Everyone at work to open an account thereSo, that is about where it's atMy WU recip attachedThank You

Good morning ***, thank you for your inquiryWe can certainly empathize with your frustration, I was able to to locate your account by the information provided and noticed we have assisted you with opening up a claim on your behalf on December 08,Our records also indicate a replacement
card was mailed out to you on Saturday December 9,If you have any further questions or concerns please contact us directly at ###-###-#### we will be more than happy to assist you

Thank you for your inquiryOur records indicate that you were double charged by the merchant on June 15, 2014. We are not able to stop a merchant from force-posting a duplicate transaction. We are however able to help you dispute the transaction if we are notified in a timely manner
after the duplicate transaction has occurred. As a gesture of good faith, we have provided funds for your card for the additional transactionPlease contact us at 888-220-if you have any questions

We apologize for any inconvenience the customer may have experienced Unfortunately, the customer Tonya *** did not pass a form of non-documentary verification Due to the non-documentary verification results, we required the customer to send two forms of Identification to be able
to process her third party deposit from the IRS Whenever a customer is not receiving a deposit directly from the employer that issued the card, it is considered a third party deposit The requested documentation was received from the customer as of 02/04/and the IRS deposit was posted to the customer’s account the same day Should the customer need further assistance, she can reach me directly My name is *** ***; I am the Fraud/Risk Supervisor Phone 866-395-*** ***

Thank you for your inquiry Our records indicate that you disputed *** transfers on May 21, An investigation was initiated and through that investigation it was determined that no error had occurred Upon further investigation and new details received, a determination was
made that the disputed *** transfers would be credited to your account Your credit should be available at this time Should you have any further questions, please contact customer service at ***

Thank you for your inquiryOur records indicate that we received the requested forms on March 24, and provided a total provisional credit of $to your accountA letter was mailed to you on March 24, informing you of the credit. If you have any further questions please
contact our customer service department at *** *** and one of our customer service representatives will be happy to assist you

We apologize for any inconvenience that *** *** may have experienced Typically we recommend that a customer first try to resolve a transaction with a merchant that they normally deal with, to figure out whether it is a valid charge in order to be able to remediate it Mr ***
was not denied a claim, our dispute agent merely made a recommendation Our dispute department Manager reached out to the customer and left him a message with his contact information Should the customer still need to dispute the transaction he’s more than welcome to contact our dispute department, which is available 24/

Thank you for your inquiryOur records indicate that you contacted our customer service department on February 25, and stated that you did not have your card in your possession, therefore as a security measure we locked your cardSubsequently you asked to speak to a supervisor and you were
transferred to ***Our phone records indicate that *** explained the different options available to you and explained that we are able to send a replacement card to you however you refused speak to her and asked to speak to someone higher than her. At that point she advised you to contact us during business hours to be able to speak to someone higher than herOn March 11, you called and spoke to another supervisor of ours and you agreed for us to send you a replacement cardOn March 31, you called stating that you have not received your cardWe advised that the card was shipped on March 16, 2016 by USPS 1st class regular mail and verified that it was shipped to the correct addressWe advised that it has been weeks and inquired if you would like us to send another card however you stated that you will contact us if you don’t receive it in a week. On April 13, when Agustin contacted you, you stated that you have not received your cardWe apologized for the inconvenience and explained that your card was shipped on March 16, however we are unsure of why you have not received itWe asked if you would like another card to be sent to a different address and you stated that you prefer to have it sent to the same addressA new card was sent to you on April 13, 2016. We empathize with your frustration however we did ship your card to the correct address and once the card is shipped it is the responsibility of the USPS to deliver it to the correct addressIf you have any further questions you can contact me at *** ext*** and I will be happy to assist you

Unfortunately Global Cash Card has not received the dispute forms the customer sent to us as she stated on 11/03/ The fact that Global Cash Card has not received the customer’s dispute forms had no effect on the outcome of her dispute.The dispute department conducted a thorough investigation as required per Federal Regulation-E (EFTA) Unfortunately, upon finalization of the investigation regarding the customer’s dispute claim, Global Cash Card determined the outcome of the dispute was not in Mrs***’s favor If the customer needs further details regarding the dispute investigation, she needs to submit a request in writing to Global Cash Card’s dispute department

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
Dear Representative,
On January 21, 2015, I received the
following message:
"Your Global Cash Card paycard
(***9203) has just been loaded in the amount of Your
new available balance is Thank you and have a nice day."
To date, this deposit was never
received
In their response to my Revdex.com complaint,
Global Cash Card stated the following:
"As a courtesy, we have issued the
requested reimbursement for the inactivity fees as per Mr ***’s
request and sent him a check for the amount of the fee."
To date, this check has not been
received
More importantly, Global Cash Card has
failed to acknowledge my main complaint, which is the complete lack of discipline relating to
customer serviceExamples include:
1) Supervisors *** *** and
*** *** would not reverse the inactivity fee, even though
only days had transpired since money had been refunded to my
account, and only days since the original refund occurred
2) *** *** had previously said
she would return my call within an hour, but never did
3) I was never able to speak with a
supervisor
Even the fact that this organization
has told me that I will be reimbursed resolve this complaint using two different methods
demonstrates the circus atmosphere that the customers must endure
I will not agree that this issue is
resolved until payment is in hand and until a statement is made that
the poor managerial practices will be reviewed
Regards,
*** ***

All of our fees are listed on the Terms & Conditions which are provided along with the Global Cash Card As a courtesy, we have issued the requested reimbursement for the inactivity fees as per Mr ***’s request and sent him a check for the amount of the fee We cannot honor the
customer’s request to provide him $because there’s nothing for Global Cash Card to reimburse in that amount The fees incurred are deemed as valid since they are listed in the Terms & Conditions provided Should the customer require any further assistance, he can call our 24/7-customer service center at 866-395-

Thank you for your inquiryWe can certainly empathize with your frustrationOur records indicate that you contacted us on February 25, and inquired about your tax refundWe advised that since we are not affiliated with *** *** *** anymore the bank will reject your tax refundWe
explained that we had sent out letters to our cardholders during the month of June advising them that we will no longer be working with *** *** *** (***) and asked our cardholders to contact us in order to be switched over to *** *** (***)Therefore we recommended for you to obtain a *** card from your employer, activate, call IRS and provide them with the new account number and routing number that was provided to you so they can resend your tax refundOn March 1, you contacted us again in regards to your tax refund and you confirmed that you provided the old *** *** *** routing number to them and we explained that due to the incorrect routing number *** *** *** will reject the funds again and we have no access to the funds. We do like you to understand that *** *** *** and *** *** have two different routing numbers and unless the correct routing number is provided to the IRS, your refund will be rejected again. We do have customer available hours a day, days a week and encourage you to call with any further questions at ***

Thank you for your inquiry Our records indicate that you contacted Global Cash Card on August 23, to report your card as stolen At that point a card was requested to be overnighted to you, however you did not speak to the disputes department to initiate a fraud claim A
fraud claim was initiated per your call on August 27, and dispute forms were mailed to you to complete Unfortunately we were experiencing phone issues and the call disconnected before we were able to explain the dispute process to you Our records indicate that you called on August 31, and were advised the forms were mailed It also appears that you have a card in your possession and have been successful in using it We apologize for any inconvenience that you have experienced Please complete the dispute paperwork that you should be receiving and return to the address provided If you have any further questions, please contact customer service at ***

Good morning [redacted], thank you for your inquiry. We can certainly empathize with your frustration and would like the opportunity to speak with you in regards to your concern however we were unable to reach you or leave a...

voicemail. Please contact us directly at ###-###-#### ext. [redacted] we will be more than happy to assist you.

Thank you for your inquiry. Our record indicates that supporting documents were used to determine that there was no error within 10-business days from the day you filed the dispute and provisional credit was not honored due to investigation being completed within 10-business days. The final letter...

and the supporting documents were mailed to you on March 7, 2016.  If you have any further questions please contact our customer service department [redacted].

We apologize for any inconvenience the customer may have experienced.  Whenever a deposit is received under a name, which does not match that of our customer’s account, we require an ID and a letter from the individual under which the deposit came through.  This letter must give...

authorization for the deposit to be processed. This policy is a standard practice across all financial institutions.  Global Cash Card takes every necessary step to ensure that all Personally identifiable information is secured.  Regretfully, one of our customer service professionals failed to check the updated status of the customer’s deposit, which had been rejected.   This resulted in the customer having to send us the documentation.  Upon further investigation, our logs do not show any record of the customer holding for a call for more than 13 minutes.  Additionally, our records do show that two different members of our upper management assisted the customer with her request the same day.We will take necessary steps to either provide additional training and or disciplinary action with our customer service professional for the incident.  Global Cash Card takes pride in providing world-class customer service and will always take the necessary steps to continue with this tradition. Should the customer need further assistance, she can reach me directly.  My name is [redacted]; I am the Fraud/Risk Supervisor Phone 866-395-9200 Ext ###.