Global Cash Card Inc

Global Cash Card
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The customer contacted Global Cash Card on February 28,
to verify transactions on their [redacted] cardThe customer advised the representative that their residence
was broken into and their [redacted] card was stolen along with other itemsGlobal Cash Card initiated a claim on the
customer's behalf for all transactions from December 26, 2014-February 28,
Global Cash Card conducted
an investigation and through this investigation have reasonable belief that no
error occurred on the customer's account
A letter advising the customer of the outcome of the investigation was
mailed to them on March 1,
As stated on the letter, the customer has the right to request and
receive the supporting documentation we used in making this determination by
submitting the written request to:
Global Cash CardDispute Department
[redacted]
[redacted]

We apologize for any inconvenience that you may have experienced. We understand your frustration and would like to explain what happened on our end. Regretfully our system generated one of your deposits to another cardholder’s account and we were unable to locate your deposit in a timely...

manner. We will take all 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. Your deposit was processed on 10/13. If you have any questions please contact customer service at [redacted].

Our records indicate that you opened a dispute claim on January 19, 2016 on three transactions two of them being your credit card payments. You stated that you did not recognize the name of the merchant and therefore requested to open a dispute claim. On February 28, 2016 you contacted our dispute...

department again stating that two of the three transactions that you had filed a dispute on were your credit card payments and you requested to cancel the chargebacks for those two transactions. You also stated that the reason you filed a dispute on January 19, 2016 was because you were confused since the processor’s name was not the same as the name of your credit card company. On February 28, 2016 the chargebacks for your two credit card transactions were reversed.  Normally your financial institution receives the funds within 2-3 business days from the day chargeback is reversed. Please refer back to your credit card company for further questions in regards to the two credits and we welcome you to contact our customer service at [redacted] with any additional questions.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} We have received your written request inquiring about the reason on the final decision for your disputed transaction and have mailed the response to the address we have on file. Please contact us at ###-###-#### if you have any further questions.

Thank you for your inquiry. We empathize with your frustration however we have verified that the "cancel” buttons throughout the ACH transfer process on our website are working properly. We have not received any other concerns in regards to this issue. Your funds are available 1-2 business days from...

the day you submitted the ACH transfer request. Please contact us at ###-###-#### if you have any further questions.

GCC
Our records indicate that the customer contacted our
customer service multiple times during the disputed transactions timeframe. On January 19, the customer called
questioning a refund they were expecting from a merchant, the customer also
questioned why their balance was so low.
Current transactions, (including transactions that are included in the
dispute) were all verified with the customer. On February 19, the customer called customer service to
have credits transferred from one of their cards to their active card on
file. The customer stated that
they were online reviewing their account and that is how they realized there
were credits on their second account.
The police report was received and taken into account for
the investigation.In addition, the customer has text alerts set up notifying
them of deposits and if their balance falls below $20.00.
As stated in the prior response to the customer, the
customer has the right to request and receive the supporting documentation we
used in making the determination of the claim. To date the cardholder has not requested this, however we
have mailed the documentation to the customer on April 2,

Thank you for your inquiry. Our records indicate that you contacted our customer service department on June 6, 2016 however you were unable to recall your security identification phrase. For security reasons you were asked to fax documents in order for us to further assist you. We did make you aware...

that it may take up to 45 minutes for the document(s) to show on your account due to the large load of documents that our fax department receives on a daily basis. We would like you to understand that we are required to follow company policy, which is to ask our cardholders to fax the required document(s) instead of using other methods. However in this case because we had not received your documents through fax the customer service representative provided you with his email address in order to avoid any further complications. Our records indicate that we received your documents on June 6, 2016 and spoke to you on June 7, 2016 in regards to your account. Your documents have been verified and your account has been unlocked. We empathize with your frustration and welcome you to contact me directly at [redacted] ext. [redacted] with any further questions.

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.
Regards,
[redacted]

We have attempted to speak with Mr. [redacted] to review his account to no avail.  I called him on 01/28/2015 at 8am PST and Mr [redacted] explained he was busy at the time and requested that I return his call in a couple of hours.  I called him again at 10am PST and was only able to leave...

him a message. Our logs do not show any records of the customer making any phone calls to Global Cash Card; therefore a check was not requested.  We attempted to reach out to Mr. [redacted] to go over his activity.  Our records indicate that Mr [redacted] did in fact receive a deposit for the amount he stated of $40.12 on 11/14/2014, however the funds were depleted by use of the Global Cash Card the following days.  Should the customer need further assistance, he’s more than welcome to reach me directly.  My name is [redacted]; I am the Fraud Risk Supervisor.  Phone number 866-395-9200 Ext ###.

Thank you for your inquiry.  As per the final dispute letter that you have received, you have a right to request and receive the supporting documentation we used in making this determination. You may do so by submitting a written request to: Global Cash Card - Cardholder Dispute Department -...

[redacted]. Our customer service representatives are available 24 hours a day, 7days a week and we welcome you to contact us at [redacted] with any additional questions.

Thank you for your inquiry. Our records indicate that you contacted us on April 18, 2017 and inquired about the transactions that were rejected on March 14, 2017. Per your request we made a 3 way call with the merchant to avoid having you pay for fees on the merchant’s end, however the call got...

disconnected. You contacted us again and spoke to one of the supervisors and he recommended for you to access your account through globalcashcard.com and view the declined transaction history to provide to the merchant as proof. After speaking with you on May 31, 2017 per your request I emailed your statement highlighting the rejected transactions for you to provide to the merchant. As a courtesy we have also credited the $35 Fedex fee that you were charged in your account. Please contact me at 888-220-4477 ext. 315 if you have any further questions and I will be happy to assist you.

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.Please know that 1 call was made to my motel room. No call or calls were made to my cell phone. The reason that you had to verify my funds is interesting, please tell me what your legal authority is for making this statement. Also, I have a printout from [redacted] showing that the transfer was made on the 14th at 12:38 p.m.What you are telling me is that you put a freeze on my funds, and you cannot give me a legal reason why. Can you give me a legal reason why the funds were un-frozen? What information did you receive that allowed that? What process was done to correct the alleged inadequate transfer? What steps are being taken to remedy this in the future? Why was I told many times that the problem was with [redacted]? That there was no record of the transfer? I do not believe what you say. And I reject your offer for a $25.00 gift card. I will be sending it back. Expect a summons for the civil suit that I am going to file for my damages.
Regards,
[redacted]

Thank you for your inquiry. As we spoke with you today our records indicate that one of our cardholders had provided your phone number by mistake to receive text alerts. The error has been looked into and your phone number has been removed from our system. You will no longer be receiving text...

messages from Global Cash Card. We apologize for the inconvenience and welcome you to call me directly at [redacted] ext. [redacted] if you have any further questions.

We apologize for any confusion or misinformation you have been provided.  To clarify, these ATM transactions are coming through the [redacted] network which are not surcharge free.  Per your cardholder agreement, you are able to receive a surcharge free transaction at any [redacted] ATM.  Please find any ATM with an [redacted] logo to receive a surcharge free ATM withdrawal.  As a courtesy the $17.50 in valid fees have been credited to your account today.  To avoid further ATM withdrawal fees please locate an [redacted] ATM.  If
you have any further questions please contact customer service at [redacted].

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sat, May 16, 2015 at 9:00 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]We figured out the problem. They put the funds on a new [redacted] card that they had mailed us...

that was never activated, because we were using the old [redacted]. They told us it was fine to use and to have our funds put on that card. Its two completely different cards and numbers. They didnt inform us at all that they transferred the funds. They just told us and the irs they havent recieved a deposit for the [redacted]. We decided to just activate the card since thats all they were concerned about to try and get some answers and boom theres the money. Im upset at the fact they couldnt tell us the money was there on the [redacted] since march3rd instead we have to go thru all this , irs investigation,  Revdex.com, and frustration. The only reason why we thought to activate it is because I seen anoth post on Revdex.com for the same thing. They put all this guys money on the new card without telling him and his current card was getting declined. He never even knew they sent him a new card, which he never got and then had to wait with no money til they sent a new one. The [redacted] they sent us was mailed over a year ago and we recently  found it during our move.  Its bad business on there part.On May 14, 2015 1:29 PM, <[redacted]> wrote:You have a new message waiting for you from the Revdex.com in regards to consumer complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message. If a response is required, please respond through the system, using the link provided.Click here to see the message If your email program does not support HTML copy and paste the link below into your browser [redacted] Revdex.com of San Diego (San Diego, CA) [redacted] Phone: [redacted] Fax: [redacted] Email: [redacted] Web: [redacted]

The card...

was received today,  September 25, 2017, 12 business days after it was requested,  not the 7 -10 as promised by Global cash card.  
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.
Regards,
[redacted]

We have attempted to reach out to the customer [redacted] numerous times to no avail.  Additionally, our records do not indicate that the customer has attempted to contact the merchant directly to rectify her claim.  We would like to have the opportunity to speak to the customer so that we can make a 3-way call with the merchant in question and further investigate the transaction in good faith for our customer.  We acknowledge receipt of the customer’s dispute forms and the request for further details regarding the dispute claim.  As we previously explained in our last response, the outcome of the dispute claim is final.   Enclosed are further details regarding the customer’s dispute claim, which indicate that the transaction in question is Verified by VISA, therefore there are no dispute rights. Should the customer need further assistance, she’s more than welcome to reach me directly.  My name is [redacted]; I am the Fraud Risk Supervisor.  Phone number 866-395-9200 Ext ###.

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.
[This still is not a resolution for me to receive a refund for transactions I DID NOT make.]
Regards,
[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. Unfortunately, there was an issue when the customer initially faxed the requested documentation.  The documents were too dark, therefore we requested the customer to resend them.  When the customer was provided with this information, his wife took over the call and was not happy with the information provided, she disconnected the call. Our records do not show any dropped calls with the customer.  Additionally, there have been no issues with dropped calls reported to our IT department.  Upon further review, on 02/16/2015 we received the requested documentation from the customer and the deposit was made available the same day.  Should the customer need further assistance, he can reach me directly.  My name is [redacted]; I am the Fraud/Risk Supervisor Phone 866-395-9200 Ext ###.

Our records indicate that you reported your card lost on March 11, 2016. Also the fees that were deducted from your account were POS signature decline fees. Attached you can find the screen shot of few of the $.80 fees that were deducted from your account.