Kaiku Finance

Cardholder N[redacted] initiated an ACH transfer from her
Kaiku Card to her American Express account on Feb. 26. Ms. S[redacted] contacted the
Card Services Team on the same day and inquired about the time-frame for an ACH
transfer. Ms. S[redacted] was advised that the exact time frame...

cannot be provided
but generally between 3-5 business days.
On March 1, Ms. S[redacted] contacted Card Services Team and
notified that the receiving card (American Express) rejected the transfer. Ms.
S[redacted] inquired about how long for the funds to reflect back in her Kaiku
account balance. Again, Ms. S[redacted] was told about 3-5 business days as it will be returned as an ACH transfer as well.
On March 2, Kaiku Team became aware of this matter through
Revdex.com complaint. Kaiku Team reached out to Ms. S[redacted] and assured to assist with
this matter in a timely manner.
On March 3, the transfer was reversed and the funds were reflected
back in Ms. S[redacted]’s Kaiku account balance. The transfer was rejected with a
reason “DDA transfer returned for no account”. Kaiku Team notified Ms. S[redacted]
about the transfer reversal and confirmed that Ms. S[redacted]s access to those
funds.
In regards to Ms. S[redacted]’s concern about Card being rejected
at multiple ATM machines, Kaiku Team emailed Ms. S[redacted] and suggested keeping her
Card away from any magnetic device including any magnet on the purse/wallet.
Most likely a Card with magnetic stripe will become unreadable if it gets
demagnetized after coming in contact with a magnet. Kaiku Team also ordered a
replacement Card for Ms. S[redacted] and notified her existing Card will remain
active until she receive and activates the replacement Card.

The Cardholder initially contacted KAIKU Card Services on
Friday, May 15th, 2015 to inquire about an authorization hold that
was pending.  The Cardholder was
initially provided a time-frame of 8 calendar days for the funds to be reversed.  However, when...

the Cardholder called back on Tuesday,
May 19th, 2015 to inquire about the hold again, she was advised an
incorrect time frame of 30 days.
The KAIKU Card Services Management Team has been notified to
educate the associate who assisted the Cardholder on May 19th, 2015
and evaluate if further training is needed..
The Cardholders complaint was then received by the KAIKU Corporate
Customer Relations Team on Tuesday, May 19th, 2015. The Cardholder
was then advised that authorization hold time-frames are put in place per network
rules to ensure there is not a shortfall of funds.
To resolve the matter, on Thursday, May 21st,
2015, The KAIKU Corporate Customer Relations Team has released the
authorization hold two days prior to the original reversal date upon receiving
a confirmation letter from the merchant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11821142, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Cardholder Kara S[redacted] initiated a Card to bank transfer
from her Kaiku Card to her Fiancé’s account at the Suntrust Bank on Jan. 15. Ms.
S[redacted] contacted Card Services Team on Jan. 23 and requested a dispute form to
dispute the above mentioned transaction as the funds never...

reflected on the
receiving end.  Ms. S[redacted] was provided
with a dispute form.
A dispute form was received on Jan. 27 and was handed over
to appropriate team. Ms. S[redacted] contacted on Feb. 3 and was notified that the
dispute is being investigated.
Ms. S[redacted] was notified on Feb. 5 by Card Services Team that
the transfer cannot be disputed due to no chargeback rights.  Ms. S[redacted] was referred to contact the
receiving bank.
On Feb. 12 Ms. S[redacted] provided a direct debit dispute form
to Kaiku’s issuing bank The Bancorp Bank and that was declined as well. But,
Ms. S[redacted] was offered assistance by The Bancorp Bank to assist her if she has
a number to a local branch she was working with. The Bancorp bank was willing
to reach out directly to that local branch.
On Feb. 18 it was brought to Kaiku Team’s attention about
this matter via Revdex.com complaint. Kaiku Team reached out to Ms. S[redacted] and assured
a resolution as soon as it can be.  Kaiku
Team contacted The Bancorp bank and our transaction processing partner to
provide any details on this matter.
After communicating back and forth with The Bancorp Bank,
our account contact person at The Bancorp Bank reached out to the ACH
department of Suntrust bank at 1-800-221-9792. From what they were told by
Suntrust ACH Dept., the funds were deposited two (2) days after Ms. S[redacted] made
the transfer which seems about normal time frame. Then the $180.00 was spent
from the account. Therefore, it was concluded that this transaction was valid
and it was advised that Ms. S[redacted] should contact the ACH department at Suntrust
bank.
Ms. S[redacted] was notified of the outcome via email and was
also contacted by the Kaiku Team on Feb. 19.   
At this point, Kaiku is not holding any funds of Ms. S[redacted].

This complaint was being handled by our issuing bank Bancorp. I will reach out to them to follow up. I had...

provided them all the details to include in the response about 2 weeks ago.
Sincerely,
S[redacted]

Cardholder Schantel Hall filled a dispute claim for an unauthorized transaction of $200. The dispute was filed in the manner it was received. Due to the unauthorized transaction Mrs. Hall’s existing Card was replaced to avoid any future unauthorized transaction. Since the Card was blocked, Mrs....

Schantel’s direct deposit was rejected and was not credited to Kaiku Card. On Nov. 11th, this matter came to Kaiku Team’s attention. Kaiku Team ordered a replacement Card and initiated an expedited delivery. Also, a credit of $25.00 was applied to Mrs. Hall’s account balance to compensate for the troubles and inconvenience that led to this negative experience. Kaiku Team confirmed that same day a provisional credit for the disputed amount of $200.00 was applied to the account balance. As of Nov. 18th, Kaiku Team confirmed Mrs. Hall have an Active Card in her possession and an access to her funds.

The
Roman"">Cardholder
contacted KAIKU Card Services via telephone to report eight (8)
unauthorized transactions on her initial KAIKU Card (Card#1) on April 28th,
2014. KAIKU Dispute Team issued a provisional credit to the account on May 12th,
2014. This dispute was found to be valid and a permanent credit was applied on
June 1st, 2014 and most of the funds were spent with the replacement
card (Card #2) that was issued. This claim was resolved and closed.
On July 6th,
2014, the Cardholder called Card Services again to report additional four (4)
disputes, this time on the replacement card (Card #2).
Provisional credits were applied on July 18th, 2014 and the Card was
replaced with another replacement card (Card #3). This claim was denied based
on two investigation findings: There were transactions that were made on the
Card (Card#2) that were never disputed by the Cardholder that match the ATM
location and withdrawal amount of the disputed transactions. In addition, the
Cardholder claims to have never received the replacement Card (Card#3), however,
our system indicates that the card was received and activated. Provisional
credits were then reversed on August 4th, 2014 and a letter was sent to the Cardholder
clearly explaining the reason for the denied claim. Provisional credits were
reversed on August 14th, 2014. This claim was closed.
On July 21st, 2014, the
Cardholder called KAIKU Card Services again to report an additional fifteen (15)
disputes, this time with Card #3. Provisional credits were issued on August 15th,
2014 and another replacement card (Card #4) was issued. Fourteen
of the fifteen disputed claims were granted in the Cardholder’s favor and
permanent credits were applied on September 30th, 2014 and November
14th, 2014 and a letter was sent to the Cardholder clearly
explaining the reason for the denied claim. Most of the funds were spent with Card #3 that was issued. This
claim was resolved and closed.
Based on the investigation
it has been confirmed that no additional funds are owed to the customer from
KAIKU.

On Tuesday, March
11, 2014, KAIKU Customer Service received an email from the Cardholder
inquiring the status of his disputes forms. The Cardholder stated that he had
sent in his dispute forms weeks prior; first on February 13, 2014 and for...

the
second time on March 3, 2014 and was told by Customer Service that the dispute
forms were not received. KAIKU confirmed that the dispute forms have not been
received and advised the Cardholder to send the dispute forms to the corporate
office email ([redacted]@kaiku.com) so our in-house team could forward them to the external dispute team
to ensure delivery. KAIKU received the dispute forms from the Cardholder on
Wednesday, March 12, 2014, and forwarded them to the dispute team for
investigation and processing. The investigation began on March 11, 2014, the
date the Cardholder notified KAIKU of the disputed transaction. We confirmed
that our external dispute team received the dispute forms from the Cardholder
on March 18, 2014.  The Cardholder
received provisional credits for all disputes mentioned on March 25, 2014.
KAIKU fully complies with Regulation E to investigate claims of disputed
transactions and issue provisional credits if warranted within 10 business days
from receiving notice of the perceived error.

Complaint: 11156470
I am rejecting this response because I was not mailed the reason I was denied.
Al I receved un mail was that an error did not occur.
I dont have the reason I was denied.
I read my kaiku policy and it states I am not liable for unauthorized charges.
I know the investigation is not correct I never authorized these transacción.
I emailed kaiku to tell me why I was denied and no answer.
I called right away when I could not find my debit card.
Why was an error not occured? Thats what I dont understand .
Why am I not protected?
My  money was never safe.
I now  See I was denied again? 
This needs to reopen I want my stolen money back.
I worked a whole month to pay the rent because I was left behind I got evicted I have proof
Of my eviction I have proof of emails about me making the promise to pay it con time days before my card was stolen I have proof of date and time and messages
Regards,
[redacted] M[redacted]

Cardholder S[redacted] contacted Card Services Team on
Jan. 13, 2016 and filed disputes for transactions conducted on Jan. 7, 2016.
Dispute reason was that Ms. M[redacted] returned purchased items but no refund has
been made to the account.
class="MsoNormal">
On Jan. 27, 2016 Ms. M[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 received. Ms. M[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 transactions. Ms. M[redacted] was not happy to know about this and
stated about contacting Kaiku Corporate Office.
On Jan. 28, 2016 Ms. M[redacted] again called Card Services Team
and inquired about her dispute claims. Ms. M[redacted] was advised that the dispute
claims are still in process and provisional credit was not posted because no
dispute forms were received within 10 business days. The dispute claim can take
up to 45-90 days for a decision.
Ms. C[redacted] then asked to close the dispute claims and the
account. She stated that she is not concerned about getting money back and will
consider it a loss. Per Ms. M[redacted]’s request the dispute claims were closed.
The account was not closed due to remaining balance in the account. Ms. M[redacted]
was notified that account can be closed with zero balance only, so the balance
can be spent or a check can be issued. Ms. C[redacted] disconnected the call.
Ms. M[redacted] called again on the same day and asked she would
like to re-open dispute claims. Ms. M[redacted] was notified that the dispute claims
can be re-opened and dispute forms will be required from her. Forms can be sent
via email to [email protected] or fax
at ###-###-####.
On Feb. 1, 2016 Kaiku Corporate Team reached out to Ms.
M[redacted] via email and provided a dispute form to complete and return for a
timely resolution. Kaiku Team also tried to contact Ms. M[redacted] via phone number
provided in the complaint but was not reachable.
On Feb. 3, 2016 dispute forms were received by Kaiku Team
via fax and were forwarded to Disputes Team. Provisional credits were applied
on the same day and dispute claims were reopened.
Kaiku Team notified Ms. M[redacted] on the same day about
provisional credits were applied and confirmed that Ms. M[redacted] had access to her
funds.

The Cardholder initially contacted The KAIKU Cardholder
Services team on March 5th, 2015 and was advised that his account had
been placed on hold due to additional verification needed for a tax return
loaded the previous day. Account 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 released. The
Cardholder then advised KAIKU Cardholder Services that he could not provide
this documentation, and requested for his funds to be sent back to the IRS. The
Cardholder was given a time-frame of 2-8 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 situation. The KAIKU Corporate Customer
Relations team reached out to the Cardholder shortly after receiving his email
to assist in resolving the matter. The 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
regulations. KAIKU sent a reminder email to the Cardholder on March 10th
2015 informing him to send the verification documentation at his earliest
convenience.

Account monitoring is required by Federal Law and is an important part of protecting our Cardholders and the integrity of our Card program. The c
'Verdana','sans-serif'; mso-fareast-font-family: 'Times New Roman';">omplainant exceeded the transaction limits for ATM withdrawals. One of our fraud analysts reviewed the account in its entirety and determined additional account verification was necessary. The complainant was unable to answer the security question on the account nor did he supply the documents that were requested to reinstate the account. The issuing bank determined the account fraudulent and the remainder of the funds will be returned to IRS if the verification documents are not provided. Federal law and our issuing bank restrict us in what we can do about giving the cardholder access to the funds, when there are red flags surrounding the Cardholder and the source of the funds.

On March 18, Cardholder Shauna C[redacted]’s Kaiku Card was
blocked as a safety measure to confirm certain transactions that took place on
her Kaiku Card. Ms. C[redacted] contacted the Card Service Team and confirmed that
transactions were authorized by her. Card Services Team...

reinstated the Card to
Active status.
On March 21, Ms. C[redacted] contacted the Card Services again
and notified that three (3) transactions from March 18 were not authorized by
her. Card Services Team marked the Card as compromised to avoid further
unauthorized transactions. Ms. C[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 Ms. C[redacted]’s dispute claims.
On April 4, a provisional credit for one (1) claim was
applied to Ms. C[redacted]’s Card. Upon Ms. C[redacted]’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 Ms. C[redacted] using the phone number but was
unable to reach. Kaiku Team then contacted Ms. C[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 other. To resolve this matter, Kaiku Team
requested Ms. C[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 claims. Kaiku Team confirmed that Ms. C[redacted] was able
to access those funds.

The Cardholder initially contacted The KAIKU Cardholder
Services team on February 28th, 2015 and was advised that her account had been
placed on hold during the Account monitoring process. The Cardholder was
advised that verification documentation would be required in order...

for the
account to be reinstated. The Cardholder was unable to provide sufficient
documentation upon numerous attempts. The Cardholder then inquired about other
available options and was advised that if unable to provide the sufficient
verification documents, the funds would be sent back to the originator. The  Cardholder requested that the funds be sent
back to the originator (IRS).  The
Cardholders request was processed and she was then given a time-frame of 6-8
weeks for the return to be processed, as the process involves not only
returning the funds back to the originator, but involves multiple steps between
KAIKU, KAIKU’s issuing Bank (The Bancorp
Bank) and the sender of funds (IRS).
The Cardholder then contacted the KAIKU Corporate Customer
Relations Team who confirmed that it can take up to 8 weeks for the return to
be processed as the process heavily relies on the originator (IRS). The Corporate Customer
Relations Team suggested that she contact the originator (IRS) directly to
expedite the process, however, the Cardholder refused. KAIKU clearly explained
to the Cardholder that 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 status. The Cardholder continued to email the
Corporate Customer Relations Team inquiring the time frame and other
information regarding the account funds. Once again, the Cardholder was advised
that the request to return the funds has been sent to our issuing bank (The
Bancorp Bank) and the process is now reliant on the originator of funds (IRS)
to accept the funds. The Cardholder was advised to contact the originator for
all further inquiries regarding the funds if she is the true owner.
Account monitoring is required by federal law and
is an important part of protecting our cardholders and the integrity of our
Card program.

Cardholder David C[redacted] sent a dispute form to Kaiku Team
on Jan. 15, Friday after hours. The form was forwarded to Dispute Department on
Monday, Jan. 18.
Mr. C[redacted] reached out to Kaiku Team multiple times in
regards to speed the...

dispute process and was advised that the dispute process
can take up to 30-90 days to resolve. Provisional credits are issued on the
10th business day from reporting your dispute claim.
On Feb. 2 it was brought to Kaiku Team’s attention via Revdex.com
complaint that the provisional credit had still not been issued. Kaiku team
responded to Mr. C[redacted] assuring a timely resolution and asked to allow 24
hours to get this rectified. Kaiku Team then reached out directly to our
Dispute Team and provisional credit was issued the same day.
Kaiku Team notified Mr. C[redacted] the following morning that the
provisional credit was applied and confirmed that Mr. C[redacted] had access to his
funds.

I have no problem with making a police report.
I don't agree with the findings.I have already placed alerts with all three credit bureau's. This is such a hassle. I don't want to even deal with the company anymore they just rip people off. I would like this issue resolved as soon as possible so I can be done with it.

An account gets blocked systematically after a large transaction is posted to the account. This is a precautionary step where a transaction is verified by the cardholder. If the transaction is not authorized by the cardholder, they are guided to follow the dispute process. If validated, the...

account gets reinstated. Cardholder Michael G[redacted]’s account was blocked to validate a large transaction. The transaction was not authorized by Mr. G[redacted] and a dispute claim was filed. Mr. G[redacted]’s existing card was also replaced to avoid any future unauthorized charges. Per Reg E guidelines, a provisional credit was applied on the 10th business day of reporting the transaction and Mr. G[redacted] was able to access the funds. On June 28th, another unauthorized transaction was posted to Mr. G[redacted]’s account. This was charged on the secondary card on Mr. G[redacted]’s account. Kaiku Team filed the dispute claim for that transaction and replaced the card for the secondary cardholder on Mr. G[redacted]’s account. Per Reg E guidelines, a provisional credit was applied on the 10th business day of reporting the transaction. Kaiku Team had been working closely with its issuing bank and discovered that many cards were affected by a breach that had charged some cards fraudulently. Kaiku have replaced all the cards that were impacted. As of today, July 12th, Kaiku confirms that Mr. G[redacted] was able to access the funds.

Cardholder Matthew A[redacted] sent dispute forms to Kaiku Team on Saturday, June 4th. Kaiku team business hours are Monday through Friday, 9:00 AM to 5:00 PM PST, except holidays. The dispute forms were forwarded to the Dispute Department at our transaction processing partner on Monday,...

June 6th. Mr. A[redacted] was notified via an email that forms are received and forwarded to Disputes Team. Dispute forms are handled in the manner they are received at the Disputes Department and sometimes can take 2-3 days. Dispute claims were filed on June 10th.  It came to Kaiku Team’s attention via Revdex.com complaint on June 21st about the provisional credit has not been applied. Kaiku Team reached out to Mr. A[redacted] and assured a timely resolution to this matter. Provisional credits were applied on June 23rd and Kaiku Team confirmed that Mr. A[redacted] was able to access the funds. Kaiku Team is in the process of determining the possible reason behind this delay caused by our transaction processing partner that handles dispute claims.

Ms. E[redacted] signed up for the Kaiku Card on Sep. 13. Once the application is approved, the card takes 5-7...

business days to arrive at Cardholder’s address. Ms. K[redacted]’s Card was shipped on Sep. 19. The Card was returned to Kaiku on Sep. 30 as undeliverable by USPS. Kaiku notified Ms. K[redacted] on the same day via an email and asked to confirm the address. Ms. K[redacted] responded back after hours on Sep. 30, Friday. Kaiku team respond to emails between 9am to 5pm pst and is closed on the weekends.
Oct.. 3, Monday, Kaiku team shipped Ms. K[redacted]’s Kaiku Card via FedEx and responded to Ms. K[redacted]’s email by providing her the  tracking number 7773 7916 3374 of FedEx shipment. It was confirmed by Kaiku team that the Card was received and activated by Ms. Know on Oct. 4.

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 hard. I ask people to do and they look at me as if it's ridiculous. They were originally suppose to send it to the IRS now they sending it to their bank and that's stealing my money. That was never agreed upon. I will contact whoever I have to for my funds to be available. Regards,L[redacted]