Kaiku Finance

Cardholder R [redacted] filed dispute claims for unauthorized transactions on June Anytime unauthorized transactions notified by a Cardholder, there existing Card gets blocked to avoid any further unauthorized transactionsKaiku Team is investigating the reason why a replacement Card was not issued for MrR [redacted] On July 1, MrR [redacted] ’s VA credit was rejected and returned back to the VA Department due to existing Card being blockedOn July 7, MrR [redacted] contacted Kaiku Team via email about his VA depositKaiku Team responded to the email on same day addressing all questions and concerns MrR [redacted] expressedKaiku Team also notified MrR [redacted] to contact the VA Department to re-deposit his funds and offered to provide any documentation that may be required to provide to the VA DepartmentAs of July 20,Kaiku Team confirmed that claims for MrR [redacted] have been reopened and provisional credits have been appliedMrR [redacted] was able to access those funds

The Cardholder initially contacted The KAIKU Cardholder Services team on March 5th, and was advised that his account had been placed on hold due to additional verification needed for a tax return loaded the previous dayAccount monitoring is required by federal law and is an important part of protecting our cardholders and the integrity of our Card program The Cardholder was then advised that verification documentation would be needed in order for the account to be releasedThe Cardholder then advised KAIKU Cardholder Services that he could not provide this documentation, and requested for his funds to be sent back to the IRSThe Cardholder was given a time-frame of 2-weeks for the return to be processed, as the process involves not only simply returning the funds back, but also requires the cooperation of the IRS and the Cardholder On March 9th, 2015, the Cardholder emailed the KAIKU Corporate office explaining his situationThe KAIKU Corporate Customer Relations team reached out to the Cardholder shortly after receiving his email to assist in resolving the matterThe KAIKU Corporate Customer Relations team is still in the process of assisting the Cardholder and obtaining the required documentation to release his account as required to comply with federal regulationsKAIKU sent a reminder email to the Cardholder on March 10th informing him to send the verification documentation at his earliest convenience

Complaint: 10520711I am rejecting this response because:I have been working mandatory overtime and trying to get a good pic of my paper ID with me holding clear is hardI ask people to do and they look at me as if it's ridiculousThey were originally suppose to send it to the IRS now they sending it to their bank and that's stealing my moneyThat was never agreed uponI will contact whoever I have to for my funds to be availableRegards,L [redacted]

Cardholder S [redacted] contacted Card Services Team on Jan13, and filed disputes for transactions conducted on Jan7, Dispute reason was that MsM [redacted] returned purchased items but no refund has been made to the account.> On Jan27, MsM [redacted] called to inquire about her dispute claims and was notified that the Dispute Team is working on her claims and also no dispute forms has been receivedMsM [redacted] was advised that she has one (1) more day to provide a dispute form in order to receive a provisional credit for the disputed transactionsMsM [redacted] was not happy to know about this and stated about contacting Kaiku Corporate Office On Jan28, MsM [redacted] again called Card Services Team and inquired about her dispute claimsMsM [redacted] was advised that the dispute claims are still in process and provisional credit was not posted because no dispute forms were received within business daysThe dispute claim can take up to 45-days for a decision MsC [redacted] then asked to close the dispute claims and the accountShe stated that she is not concerned about getting money back and will consider it a lossPer MsM***’s request the dispute claims were closed The account was not closed due to remaining balance in the accountMsM [redacted] was notified that account can be closed with zero balance only, so the balance can be spent or a check can be issuedMsC [redacted] disconnected the call MsM [redacted] called again on the same day and asked she would like to re-open dispute claimsMsM [redacted] was notified that the dispute claims can be re-opened and dispute forms will be required from herForms can be sent via email to [email protected] or fax at ###-###-#### On Feb1, Kaiku Corporate Team reached out to Ms M [redacted] via email and provided a dispute form to complete and return for a timely resolutionKaiku Team also tried to contact MsM [redacted] via phone number provided in the complaint but was not reachable On Feb3, dispute forms were received by Kaiku Team via fax and were forwarded to Disputes TeamProvisional credits were applied on the same day and dispute claims were reopened Kaiku Team notified MsM [redacted] on the same day about provisional credits were applied and confirmed that MsM [redacted] had access to her funds

Complaint: I am rejecting this response because: Regards, [redacted] ***

Cardholder Justin P [redacted] contacted Card Services Team on Sept30th and reported about his Kaiku card being taken by the ATMMrP [redacted] requested to have a new card delivered to his new address, he was advised that the address needs to be updated on the account before ordering a new cardMrP [redacted] was provided with a fax number to send a proof of addressMrP [redacted] chose the online option to update his addressAfter the address was updated, a replacement card was ordered for MrP***On 10/05/16, MrP [redacted] faxed in his ID only, which gave an impression to the Card Services Team that MrP [redacted] is requesting to update the addressSince there was no proof of address attached to the fax, MrP [redacted] was asked to provide a proof of addressThe replacement card was shipped on 10/06/MrP [redacted] called Card Service back on 10/10/and notified the card has not been receivedAt that point, another replacement card was ordered for MrP [redacted] and that card was shipped on 10/11/The second replacement card was received and activated by MrP [redacted] on 10/15/Kaiku Team confirmed that MrP [redacted] was able to access his funds and successfully using his Kaiku card

MsE [redacted] signed up for the Kaiku Card on SepOnce the application is approved, the card takes 5- business days to arrive at Cardholder’s addressMsK***’s Card was shipped on SepThe Card was returned to Kaiku on Sepas undeliverable by USPSKaiku notified MsK [redacted] on the same day via an email and asked to confirm the addressMsK [redacted] responded back after hours on Sep30, FridayKaiku team respond to emails between 9am to 5pm pst and is closed on the weekends Oct3, Monday, Kaiku team shipped MsK***’s Kaiku Card via FedEx and responded to MsK***’s email by providing her the tracking number of FedEx shipmentIt was confirmed by Kaiku team that the Card was received and activated by MsKnow on Oct

On March 18, Cardholder Shauna C***’s Kaiku Card was blocked as a safety measure to confirm certain transactions that took place on her Kaiku CardMsC [redacted] contacted the Card Service Team and confirmed that transactions were authorized by herCard Services Team reinstated the Card to Active status On March 21, MsC [redacted] contacted the Card Services again and notified that three (3) transactions from March were not authorized by herCard Services Team marked the Card as compromised to avoid further unauthorized transactionsMsC [redacted] was guided to follow the dispute process and to provide completed dispute forms within ten (10) business days On March 24, per account notation, only one dispute form was received and given to assigned analyst working on MsC***’s dispute claims On April 4, a provisional credit for one (1) claim was applied to MsC***’s CardUpon MsC***’s inquiry about only one provisional credit is applied, it was notified to her that only one (1) dispute form was received On April 5, Kaiku Team became aware of this matter through Revdex.com complaint and attempted to reach MsC [redacted] using the phone number but was unable to reachKaiku Team then contacted MsC [redacted] via email to notify that the fax sent by her with dispute forms, only one form was legible and other two (2) forms were overlapping each otherTo resolve this matter, Kaiku Team requested MsC [redacted] to provide remaining two (2) dispute forms at her earliest convenience On April 8, Kaiku Team sent another email reminder to Ms C [redacted] that we are still waiting for the remaining two (2) dispute forms Dispute forms were received on April 11, by Kaiku team and were forwarded to the Disputes Department On April 12, provisional credits were applied for the remaining two (2) dispute claimsKaiku Team confirmed that MsC [redacted] was able to access those funds

The Cardholder contacted KAIKU Card
Services via telephone to report the
unauthorized activity on her Card account
on October 31st, from Avis Rent-A-Car and ATM withdrawal attempts in
South AfricaThe Cardholder was advised that these transactions were
still in pending status and per Network rules once the transactions
post she will be able to dispute themThe Cardholder was properly made aware that the
dispute process can take up to days to resolve and in order to receive a
provisional credit she would need to submit her dispute form in writing within
days of disputing the transactions in accordance with KAIKU’s terms and
conditions
The Cardholder was informed that
KAIKU has network infrastructure that is compliant with Payment Card Industry
Data Security Standards (PCI-DSS) and that KAIKU did not have a breach in data security.
The Cardholder was also advised that she is protected from fraudulent charges
made with her Card or account information in accordance with Regulation E and
Visa Zero Liability Policy
KAIKU took appropriate action
to status the Cardholder’s card as compromised and ordered the Cardholder a
replacement card that was affected by the fraudulent chargesThere is no merit
to any claim that KAIKU had anything to do with the Cardholder’s unauthorized
charges or that KAIKU did not handle the Cardholder’s report of the charges
properly. The KAIKU team will be assisting the
Cardholder with the dispute to ensure it is resolved in timely manner

Complaint:
I am rejecting this response because:
I had my income tax deposit on to my kaiku account because I didn't have the correct documentation they were sending my money back to the IRSThis was done March I contacted Kaiku CS on 4/16/and was given this informationToday is May and past weeks I contacted the IRS I spoke with Agent Dean Agent ID and was advised that you haven't sent anythingShe placed me on hold as I told her that I was told it was sent 3/26/and a matter of them accepting the fundsShe told me that can't accept what has not been sentAn investigation needs to be open as they are trying to steal my moneyI will be contacting the media and whomever else to get my refundI have kids to provide for and bills to payHi Lawrence,As the process involves not only returning the funds back to the sender, but involves multiple steps between KAIKU, KAIKU's issuing Bank (The Bancorp Bank) and the sender of funds (IRS)We understand that you were advised a time frame of weeks for the return to be processed, but the process heavily relies on the IRSThe bank will debit your Card account once they receive approval from the IRSThe request to return the funds was sent to our issuing bank (The Bancorp Bank) and the process is now reliant on the IRS to accept the funds.KAIKU had handled the account as required by the enterprise guidelines and is no longer in the position to provide further information regarding the funds statusFrom here forward the IRS will be your most accurate source for information on the time frame to receive your funds.Sincerely,KAIKU Customer Service Team The Kaiku Visa Prepaid Card is issued by The Bancorp Bank, Member FDIC, pursuant to a license from Visa U.S.AIncand may be used everywhere Visa debit cards are acceptedKaiku Finance, LLCAll rights reservedI want my money returned to the IRS and Kaiku needs to cut me check for the remaining balance of my return which is close to 7,
Regards,
L*** ***

The Cardholder states they never received replacement CardThe Card was sent to the address on file, received and activated using the IVR phone system on August 25th, The Cardholder claims to have not received creditsCredits were issued on September 2nd, and spent by point of sale and ATM on September 2nd , through September 6th , all in the Cardholder’s city and state.
Further, all the claims were handled according to the association and consumer protection rulesThe decision was made based on the investigation findings that were identified on the account. If the Cardholder believes she is a victim of identity theft, we would suggest that she reach out to the Federal Trade Commission and the local authorities for assistance with the Identity Theft claim

The Cardholder signed up for the KAIKU Card on June 1st,
The Cardholder received and activated the Card on 6/9/
On June 24th, 2015, the Cardholder logged into
his KAIKU online account and ordered a
different Card designOn June 25th,
the Cardholder logged into his KAIKU online account again and closed the initial Card unintentionallyWhen a new Card is ordered, a message appears upon
login confirming your recent order and to click the link to activate the new
Card upon receiptThe Cardholder clicked the link and entered his current
active Card numberThe system accepted the request as if it was the new Card
and not the previously activated Card and systematically deactivated the Card
he received and activated on June 9th,
On June 25th, KAIKU Corporate Customer
Resolution Team received the Cardholders complaintThe KAIKU Corporate
Resolution Team immediately reactivated his initial Card and reached out to the
Cardholder to resolve the issueThe Cardholder was not available by phone therefore,
an email was sent to the Cardholder advising of the updated status of his CardAs of June 26th, 2015, the Cardholder has
successfully received his deposit funds as scheduled and is actively using his
Card. No deposit was impacted and no funds have been held from the Cardholder
at any time

On August 19th, 2014, the
" background-">Cardholder contacted KAIKU Card Services via telephone to report eight (8) unauthorized transactions on their KAIKU CardA replacement Card was ordered on August 19th, and was received and activated on August 25th, through the IVR phone system. The KAIKU Dispute Team issued permanent credit for one claim on August 19th, due to being under floor limitsThe Cardholder provided the requested dispute forms on August 22nd, The KAIKU Dispute Team provided provisional credits to the account for the remaining seven (7) claims September 2nd, while the investigation was in process. The Cardholder spent down the balance from September 3rd, through September 6th, using the replacement Card received.On October 3rd, 2014, the KAIKU Dispute Team denied the claim and reversed the provisional credits issued putting the account balance in the negativeThe claim was denied due to the following investigation findings: The Cardholder stated that the Card was lost, however, the PIN was present for all transactions and there were no invalid PIN attemptsThe disputed transactions were performed in the Cardholders city and state. Additionally, the Cardholder is linked to another Cardholder with similar dispute patterns.All disputes were handled according to association and consumer protection rules and based on the investigation it has been confirmed that no additional funds are owed to the customer from KAIKU

The Cardholder
contacted KAIKU Cardholder Services via telephone to report unauthorized
activity on her account on November
30th, The Cardholder was
then advised that these transactions were
still in pending status and per Network rules once the
transactions post she will be able to dispute themThe Cardholder was properly
made aware that the dispute process can take up to days to resolve and
in order to receive a provisional credit she would need to submit her
dispute form in writing within days of disputing the transactions in
accordance with KAIKU’s Cardholder Agreement
The Cardholder
was also advised that she is protected from fraudulent charges made with her
Card or account information in accordance with Regulation E and Visa Zero
Liability Policy
KAIKU took
appropriate action in replacing her Card the same day the fraud was reportedThe
KAIKU team will be assisting the Cardholder with her disputes to
ensure they are resolved in a timely manner and will issue a refund check once
the disputes are resolved, if she chooses

On Feb10, Cardholder *** M*** filed multiple dispute
claims for unauthorized transactions took place between Feband after her
Card being stolenThe disputes were logged and dispute forms were receivedMs
M*** was told that a provisional credit will be
posted on the 10th
business day from the date disputes were filed if a dispute is not concluded
within ten (10) business days
On Feb22, the Disputes Department concluded the dispute
investigation for no error was found and claims were deniedLetters explaining
the outcome of dispute investigation were mailed to MsM***
MsM*** called Card Service Team on Febinquiring
about the claims and was notified of the outcomeMsM*** requested to re-open
the claims on Feband was advised to re-send the dispute forms
On Feb25, Kaiku Team became aware of this matter through
Revdex.com complaintKaiku Team reached out to MsM*** to provide dispute forms
directly, so an immediate assistance can be providedDispute forms were sent
to Kaiku Team on Feb26, Friday after hours and were forwarded to Disputes
Department on Feb29, MondayMsM*** was notified via email about the
forms were received and sent to appropriate department
On March 2, Kaiku Team was advised by the Disputes
department that the claims were denied after the second review based on the
information previously provided concluded that no error occurredKaiku Team is
still in the process of getting more details from the Disputes departmentOnce
details are received, Kaiku Team will update in the response

Account monitoring is required by Federal Law and is an important part of protecting our Cardholders and the integrity of our Card programWe require a valid proof of address and a picture of the Cardholder holding their valid ID when an account is suspendedKAIKU understands the Cardholders frustration in regards to not having access to his fundsTo assist the Cardholder in gaining access to his funds as soon as possible, KAIKU has made multiple attempts to reach out to the Cardholder for the required documentation to release his accountThe Cardholder agreed to provide the required documents to avoid the return of funds, however, has failed to provide all of the required documents to this dateKAIKU cannot release the funds to the Cardholder until complete documentation has been received and reviewed per KAIKU’s Risk PolicyKAIKU advised the Cardholder that if the documentation was not received in a timely manner that KAIKU would need to begin the process of returning the funds to our issuing bank so they may be returned to the IRSKAIKU informed the Cardholder that part of this process involves our issuing bank, the Bancorp Bank holding the funds and processing the return of fundsThe Cardholder was advised that Bank Secrecy Laws govern what KAIKU can do with the fundsAt this point, it appears that the Cardholder is buying time to avoid providing the verification documents since, this issue has been ongoing for almost weeks. KAIKU is now moving forward with sending a request to its issuing bank to have the funds sent back to the originator (the IRS). The Cardholder should now communicate with the IRS for next steps for retrieving funds

Cardholder Heidi R***’s initial Kaiku Card was expiring
on September and a replacement Card was shipped on August to the address
on fileThe replacement Card was returned to Kaiku as undeliverable on
September Kaiku notified the MsR*** at the email
address on file on
the same day about the Card is returned
Cardholders can update certain personal information via
their online Card profile, including their addressThe Kaiku’s system
indicates that MsR*** updated her address on October 15, and no additional
updates were attempted after that date
MsR*** contacted Kaiku Card Services via phone on
October and requested to update the address and re-send the CardAs a
standard procedure, MsR*** was advised to provide a proof of addressOn
Oct8, MsR*** faxed a proof of address to the Card Services Team but the
proof of address was not accepted by Card services and she was advised to
provide the proof of address to the Kaiku Corporate Team at [email protected]
On Oct14, MsR*** emailed the proof of address to
the Kaiku Corporate Client Relations TeamThe address was updated and Card was
mailed via USPS priority mail on the same dayA Tracking number for the Card shipment
was provided to MsR*** and the Card was received on OctFor safety
reasons, a newly issued Card that comes in the mail requires activation before
making purchasesSince the replacement Card was not activated, the
transactions conducted by MsR*** were declined
The Card that was shipped to MsR*** is a permanent Card
Kaiku switched its Card printing style to digital printing, which imprints the
Card number instead of raised numbers
Today Oct19, the Kaiku Corporate Client Relations Team
contacted MsR*** and offered assistance to resolve the matterAfter our
conversation, MsR*** decided to continue her relationship with Kaiku and
cancelled the demand of issuing a cashier’s check for the remaining Card
balance
Our Team assured MsR*** that the Card is “Active“ to
use for transactions and the address on file is the updated addressKaiku apologized
for all troubles and has credited a $credit to compensate for the
inconvenience caused during the Card replacement process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10989109.
This issue has been resolved and I have been issued a refundPlease close the case.
Regards,
E*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11515525, and find that this resolution is satisfactory to me.
Regards,
M[redacted]

Cardholder R[redacted] filed dispute claims for unauthorized transactions on June 27. Anytime unauthorized transactions notified by a Cardholder, there existing Card gets blocked to avoid any further unauthorized transactions. Kaiku Team is investigating the reason why a replacement Card was...

not issued for Mr. R[redacted]. On July 1, Mr. R[redacted]’s VA credit was rejected and returned back to the VA Department due to existing Card being blocked. On July 7, Mr. R[redacted] contacted Kaiku Team via email about his VA deposit. Kaiku Team responded to the email on same day addressing all questions and concerns Mr. R[redacted] expressed. Kaiku Team also notified Mr. R[redacted] to contact the VA Department to re-deposit his funds and offered to provide any documentation that may be required to provide to the VA Department. As of July 20,Kaiku Team confirmed that claims for Mr. R[redacted] have been reopened and provisional credits have been applied. Mr. R[redacted] was able to access those funds.