Kaiku Finance

The Cardholder contacted the KAIKU Card
Services team to report her dispute claim on Wednesday, February 4th,
2015. A replacement Card was ordered and the Cardholder was advised to...

submit
the completed transaction dispute form, once received. On Tuesday, February 10th,
2015, KAIKU received a transaction dispute form from the Cardholder, however
the form was not legible and a clear copy was requested.
A dispute investigation case is created
upon receipt of the completed and signed transaction dispute form. Since a
clear copy of a transaction dispute form was never received as requested, the
case was closed and credit was not issued.
The KAIKU Corporate Customer Relations team reached out to the Cardholder via email on Saturday, May 16th,
2015 to assist in resolving the matter. A clear copy of the dispute form was
requested again and the Cardholder was provided with two methods to send her dispute
transaction form (email or fax). KAIKU did not receive a response, so the
KAIKU Corporate Customer Relations team made another attempt to
contact the Cardholder via telephone and resolve the issue on Tuesday, May 19th,
2015.  During the phone call the
Cardholder refused to discuss the issue and demanded a refund check for her
disputed claim, requested for her account to be closed, then disconnected the
call.
In order for KAIKU to comply with it’s
issuing bank (The Bancorp Bank) and enterprise policies, a clear copy of a transaction
dispute form must be received in order to process the disputed claim.

Cardholder Justin P[redacted] contacted Card Services Team on Sept. 30th and reported about his Kaiku card being taken by the ATM. Mr. P[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...

card. Mr. P[redacted] was provided with a fax number to send a proof of address. Mr. P[redacted] chose the online option to update his address. After the address was updated, a replacement card was ordered for Mr. P[redacted]. On 10/05/16, Mr. P[redacted] faxed in his ID only, which gave an impression to the Card Services Team that Mr. P[redacted] is requesting to update the address. Since there was no proof of address attached to the fax, Mr. P[redacted] was asked to provide a proof of address. The replacement card was shipped on 10/06/16. Mr. P[redacted] called Card Service back on 10/10/16 and notified the card has not been received. At that point, another replacement card was ordered for Mr. P[redacted] and that card was shipped on 10/11/16. The second replacement card was received and activated by Mr. P[redacted] on 10/15/16. Kaiku Team confirmed that Mr. P[redacted] was able to access his funds and successfully using his Kaiku card.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11744048, and find that this resolution is satisfactory to me.
Regards,
[redacted]

On March 1, Cardholder Alandra C[redacted]’s Card was blocked as
a safety measure to confirm a large transaction that took place on her Kaiku
Card. Ms. C[redacted] contacted the Card Service Team and confirmed that
transaction was not authorized by her. Card Services Team notified...

Ms. C[redacted]
that the existing Card is being replaced to avoid further unauthorized transactions.
Ms. C[redacted] was guided to follow the dispute process once the transaction is
settled and was notified that it can take up to 7 days for a transaction to
settle.
On March 3, Kaiku Team became aware of this matter through Revdex.com
complaint and reached out to Ms. C[redacted] and assured to assist her with this
matter. Kaiku Team ordered another replacement Card and shipped it via an
expedited shipping method.
On March 4, the transaction was settled and a dispute claim
was logged. A completed dispute form was also received and forwarded to the
Disputes Department.
As of March 7, Kaiku confirmed that Ms. C[redacted] had received
and activated her replacement Card.
March 8, Kaiku Team emailed Ms. C[redacted] addressing her concerns
about unauthorized transactions and assured her that any unauthorized
transaction that takes place on her Kaiku Card is covered under Regulation E.
Currently the dispute investigation is in process and a
provisional credit for the disputed transaction will be posted on the 10th
business day.

Kaiku has a safety feature where logging to the Kaiku account
profile online at www.kaiku.com is
restricted from a foreign IP, prior to an initial load to the Card account.
Once the load is made to the account for the first time,...

Cardholders can then
successfully log in to their Kaiku online profile.
If the Card account is placed on hold due to a log in
attempt from a foreign IP, the Cardholder receives a message online sign on
screen to call the 24/7 Card Services Team (###-###-####) for further
directions to have the account reinstated.
Cardholder H[redacted]’s Kaiku Card was placed on hold on
August 18, due to a log in attempt from Netherland based IP address. Cardholder
called the 24/7 Card Services Team and was advised to email Kaiku Risk Team at [redacted]@kaiku.com. An email was
sent by the Cardholder on August 18 and was responded to on the same day. In
the email, Kaiku requested Cardholder to confirm if he is travelling outside
the country, so Kaiku Team can assist the Cardholder accordingly. No response
was received in regards to Kaiku’s request but another email was sent by the
Cardholder to reinstate the account. 
Kaiku responded to the second email on the same day requesting to
confirm what was asked in the previous email.
As of August 19, Kaiku Risk Team reached out to the
Cardholder and inquired if Cardholder is travelling, to which Cardholder
confirmed he is not travelling, but uses different WIFI connections and one of
them may have generated an IP address from Netherland.
At this point, the Card account has been reinstated and the
issue has been resolved with the Cardholder. Cardholder now have full access to
his account.

Complaint: 10564915
I am rejecting this response because:
Regards,
[redacted]

Kaiku apparently went out of business. I have no idea. My 88 year old mother went to make purchases and the amount was denied. I called the number and the person has no idea why Kaiku is out of business and they say that it will take 45 days for the amount on my card to be refunded. I cannot believe this at all. I did not receive any notifications and I am so mad that my mother had to go through this!

Tried using kaikus prepaid services and upon my initial load to my card....my card has been blocked and there customer service number cannot provide any help and just refers me to email "[email protected]" and have sent atleast 10 emails and still have to receive even just an acknowledgement.....I want my money so stop being criminals and release me my funds

Review: Kaiku closed my account and refuse to mail me a paper check to the address they have on file. I've provided a photo copy of my California state identification card and my credit card statements from Jan~March. My address has been the same since I first got this card. They refuse to provide me monthly card statment as well as the reason why they're closing my account. I've also provided them with a copy of my driving record from department of motor vehicles of California that clearly has my current address on it, the same address kaiku has on file. It also clearly states on their kaiku "cardholder agreement" that ".....if we cancel your card privileges for any reason, we will send a refund of the balance remaining on the card, after deducting fees and charges owed to us and any outstanding transactions, to you at the address shown in our records". They did not honor their cardholder agreementDesired Settlement: I have a balance of $681 on kaiku prepaid card account. I want them to send me a paper check in the amount of $681 to me asap.

Business

Response:

KAIKU followed standard banking practices to block an account when there are multiple factors which suggest potential fraud. Account monitoring is required by Federal Law and is an important part of protecting our Cardholders and the integrity of our Card program. On 4/5/13, the account was blocked because there were factors indicating fraudulent use of the account; therefore, proof of identity and address were requested. On 4/6/13, the documents were received by KAIKU. On 4/11/13, after a review of the documents received and an evaluation of the spending pattern of the Cardholder, he was advised that the account would be closed and the funds would be sent back to the originator. The Cardholder was also told that he could obtain a statement of the reasons for the decline by contacting us in writing at the following P.O. Box 3129, Thousand Oaks, CA 91359 within 30 days of receiving the notification. At this time, KAIKU has not received the required written request. Per the cardholder agreement, we may refuse to issue a Card, revoke Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. The portion of the cardholder agreement that the cardholder is referencing is being used out of context. The quoted portion refers to a card that is in active status and has a balance but the card has expired. The full text of that provision from the cardholder agreement is “If there is a balance remaining on the Card upon expiration, the balance will be transferred to a new Card. If we do not choose to issue a new Card to you or if we cancel your Card privileges for any reason, we will send a refund of the balance remaining on the Card, after deducting fees and charges owed to us and any outstanding transactions, to you at the address shown in our records.” This cardholder is in a fraud status. 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.

Review: I recently decided to get a Kaiku Prepaid debit card to have my pay deposited on, when I received the card via US mail I activated it, and set up direct deposit. my pay check is set to be issued on friday when I went to go check the card balance it told me to activate my card online, so I followed the steps, but when I got to the final steps it told me that the account was closed, I called customer service and they said that the System ordered me a new card, I did not want a new card and I told them that on the phone, the guy on the phone told me that their was nothing that they could do I would have to wait 5-7 Busness days for the new card, now here I am sitting on my couch, no gas in my car to get to work because my account was closed for some reason that they dont even know.Desired Settlement: I would like to seek justice with this Company, here I am no money because I trusted them with my money by putting it on their prepaid debit card that has such a great rating, now I am late on rent and its going to go to the collections if I can not pay it, I have no gas in my car to get to work because this Card Company took my card and basically set it on fire, how do you tell someone that they have to wait 5-7 days to get their paycheck because of a mess up you did.

Business

Response:

The Cardholder signed up for the KAIKU Card on June 1st,

2015. The Cardholder received and activated the Card on 6/9/15.

On June 24th, 2015, the Cardholder logged into

his KAIKU online account and ordered a different Card design. On June 25th,

2015 the Cardholder logged into his KAIKU online account again and closed the initial Card unintentionally. When 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 receipt. The Cardholder clicked the link and entered his current

active Card number. The 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, 2015.

On June 25th, 2015 KAIKU Corporate Customer

Resolution Team received the Cardholders complaint. The KAIKU Corporate

Resolution Team immediately reactivated his initial Card and reached out to the

Cardholder to resolve the issue. The Cardholder was not available by phone therefore,

an email was sent to the Cardholder advising of the updated status of his Card.

As 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.

Review: On 12/12/13 I had $500.00 loaded onto the Kaiku Visa Prepaid Card. I immediately went to the ATM where I tried to withdraw $480.00 using the card. The ATM didn't dispense the cash and stated an error message. I received no cash and my card was charged the $480.00 plus a $3.00 fee the ATM charged and a $1.45 Kaiku ATM fee. In all my card was charge $484.45 and I received no cash. I contacted Kaiku customer support although it seems they outsource their support to a Cardholder Services company who supplies support for multiple prepaid cards. I explained what happened and was told I needed to file a dispute form. I filed the dispute form the next day faxing it over to them. I was told this dispute should take 30-45 days to complete and may take up to 90 days. How is it reasonable that I'm supposed to wait a month if not three months to be reimbursed? It's the holidays and I entrusted my money with this company and they are telling me I need to wait till they complete their process. This is not fair and it's obvious there is a serious flaw in customer service by these card companies. They were very quick to charge my card a monthly maintenance fee the second I had money loaded onto the card but aren't so quick to reimburse me credit for money that was never received.Desired Settlement: I would like $484.45 credited to my card account ASAP (42[redacted]3662 Card#/83[redacted]08 Direct Deposit#). This is hard earned money and also the holiday season. This is a large amount of money for me to be without at this time. This card company claims your money is safe and you aren't liable for losses in instances like this. My money should be refunded within days, like banks do, not 1-3 months. This is taking advantage of and exploiting people who don't use traditional bank account.

Business

Response:

On 12/12/2013, Mr. A[redacted]n received a deposit for $500.00. On the same day, he went to Chase Bank and performed an ATM transaction for $480.00. Chase Bank charged Mr. A[redacted]n $3.00 for using their ATM. There was a $1.45 ATM transaction fee assessed by KAIKU. It is a fee at the time of the ATM transaction.

On 12/12/2013, Mr. A[redacted]n called KAIKU’s Customer Service Center to inform us that he did not receive the cash from the ATM. The verbal dispute was notated on the system. He was given the dispute timeframes and informed that a temporary credit may be applied to his account. If Kaiku is unable to complete the investigation within ten (10) business days of the verbal dispute, a provisional credit is issued to the Cardholder. Mr. A[redacted]n was told that a dispute form would be emailed to him and an investigation of the dispute would occur. In accordance with Regulation E, a financial institution may require the consumer to give written confirmation of an oral notice of error within 10 business days of receipt of the oral notice. Kaiku has forty-five (45) calendar days to complete the investigation in most instances.

On 12/13/2013, the dispute form was emailed to Mr. A[redacted]n. On 12/16/2013, the dispute form was received and the investigation begun. If the investigation is not completed by 12/ 25/2013, which is ten business days from the date he called and disputed the ATM transaction, a provisional credit will be given to Mr. A[redacted]n. Kaiku is in compliance with Regulation E requirements and followed the guidelines in this situation.

Review: On October 31, 2014 at around 9am EST I was online checking my account balance. I notice that I only had an available credit of $1.01. I was alarmed by this observation. I noticed there were several charges to Avis rental car. I have never in my life rented a car from Avis rental car. In addition, the charges originated from Virginia. I live in Orlando, FL. and I was at home in Orlando, FL. and nowhere near Virginia when these transactions occurred. In addition, my Kaiku card has been in my possession the entire time until now. I immediately called Kaiku to get a resolution to this dilemma. I called a few times and spoke to a few different representatives. Each time the representatives told me it would take up to 10 days or longer to clear the matter. I was told because the transactions were in pending status I had to wait for them to clear before I could dispute the charges. There are about 15 transactions that are pending. I was also told that I would have to dispute each charge separately. My paycheck also deposited this day. I am depending on my paycheck to pay my bills and to survive. Each representative that I spoke to had the same nonchalant demeanor. I am in distress that I only have $1.01 to live on until I either get paid again or this matter is cleared up. This matter is very serious and the Kaiku representatives didnt care to do anything to investigate my issue. I am already stressed out because I have no way to pay bills and no money to survive on. The Kaikus representatives made my situation even more stressful. In addition, to the charges pending to Avis rent a car there are a couple of other charges that someone in Johannesburg, South Africa attempted to make with my account. One transaction is of someone trying to use my card to get cash from an ATM machine. Again, I was at home in Orlando, Fl. and nowhere near Virginia and even further away from Johannesburg, South Africa. Clearly my account has been compromised with obvious indication of fraud. I also called Avis rent a car to get a resolution in this matter. Avis rent a car has no record of anything under my name or under my credit card number. I am lead to believe these fraudulent activities are a result of activity within the Kaiku organization.Desired Settlement: I want my money available to me immediately. I also want to know that there will be safeguards in the future to prevent this. In addition, I am asking for credit monitoring paid for by Kaiku. Also, compensation for my hassle and distress.

Business

Response:

The Cardholder contacted KAIKU Card

Services via telephone to report the unauthorized activity on her Card account

on October 31st, 2014 from Avis Rent-A-Car and ATM withdrawal attempts in

South Africa. The 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 them. The Cardholder was properly made aware that the

dispute process can take up to 90 days to resolve and in order to receive a

provisional credit she would need to submit her dispute form in writing within

10 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 charges. There 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.

Review: I found out today that my EA Origins account got hacked and the person made an insane amount of purchases on my Kaiku Visa card. So I call Kaiku and tell them that someone has made fraudulent purchases on my card & that they need to stop the charges and cancel them. Then Jasmine asks me if I've made purchases from EA before, which I have. Jasmine tells me I have to wait for the purchases to go through in order to dispute them. Then I have to file a dispute form for each purchase.I'm pissed. I'm telling her that I got hacked and you're making it harder for me to get my money back than you made it for the hacker to steal from me.So, Jasmine is like: Well the purchases were approved. Jasmine starts warning me to not use language and that should would handle this more calmly and professionally. I'm livid.I'm like that's not what VISA would do, they would halt the charges and tell EA that I didn't make the charges. So I go to her supervisor, Lisa. She basically regurgitates the same BS logic which is: "Since you've purchased from there before, you obviously have done this." BS.Lisa pretty much rehearses her staged responses and tells me to just wait for the purchases to go through.Now, I'm asking to close this account, to which Lisa is like, well the only way to close the account is to spend all the money in your account. We can give you a new card to do that.I just hung up.So basically, Kaiku has told me: Since I've made purchases at EA before-- I deserved to get hacked and robbed. Wow.Desired Settlement: I want my account closed permanently, & my money restored and put in a check and returned to my address.

Business

Response:

The Cardholder

contacted KAIKU Cardholder Services via telephone to report unauthorized

activity on her account on November 30th, 2014. 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 them. The Cardholder was properly

made aware that the dispute process can take up to 90 days to resolve and

in order to receive a provisional credit she would need to submit her

dispute form in writing within 10 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 reported. The

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.

Review: I use the company's card for my direct deposit. However, they switched banks(red flag), requested all card holders to either cancel there current account, or update to a whole new card with the new bank they're doing business with. Furthermore, all customers who were receiving their direct deposits to the card, had to update by November 19th, due to the bank being unable to process the payment. This, I FULLY UNDERSTOOD! I didn't switch my direct deposit to the new card until a few days after. So I was aware that the old bank they've dealt with was going to reject my funds. I was paid on the 27th. It is now the 12th and my employer and I still have not received the funds. I called them numerous times, trying to figure out the issue. Constantly to the point when today, the woman was EXTREMELY RUDE to me, put me on hold and still gave me nothing to work with. This is unfair. I want nothing but my hard earned money. My employer was also beginning to become concerned because usually with cases like these, the funds are usually delivered within a few business days!Desired Settlement: I just want my money, as soon as possible. I been patient with them long enough. I have bills and other expenses that have yet to be paid and they still haven't because of this incident. Which is why I call them just about every two days.

Business

Response:

To support Kaiku’s growth and provide our customers with new features Kaiku changed to a new issuing bank, The Bancorp Bank, a leading issuer of prepaid products on September 1, 2013. On August 15, we began communicating to all our Cardholders that Kaiku was changing banks as of September 1, direct deposits would end on September 20, and the old KAIKU Card issued by Pacific Western Bank would be closed on October 1. Further, existing Cardholders would need to re-apply for the new Card with the new bank if they wanted to maintain their relationship with KAIKU. These were sent both via email and via postal mail. Email communications were sent on August 15, 22, 26, 28 and a closure notice sent via postal mail on August 30. We resumed the communications in September. To further assist Cardholders and to provide them more time to transition to the new Card and change over their direct deposit, KAIKU extended the transition period. Existing Cardholders were given a two-month extension to change their direct deposit by November 26 and the old KAIKU Card accounts would not be closed until December 31, 2013.

Mr. [redacted] applied and was approved for the new KAIKU card on September 9, 2013. The account approval page on the website has the direct deposit information to download. It is pre-filled and easy to set-up. In November, KAIKU sent out bi-weekly email communications titled “Two Weeks Left for Direct Deposit” and “One Week Left for Direct Deposit” so our Cardholders would not experience delays in their payroll or any other deposit. Direct deposit ended on the old account on November 26, 2013.

Mr. [redacted] had a deposit on November 27 for $396.06 from CLARA MAASS MEDI. It was returned by Pacific Western Bank to the Company on November 27. The trace number that Mr. [redacted] should provide his employer is 021000026477617, which will allow them to locate the funds. We attempted to contact Mr. [redacted] to provide him with this information; however we received an automated message saying “the line is not accepting calls at this time.”

Kaiku provided Mr. [redacted] with ample time and opportunity to switch over his direct deposit information to avoid a problem with his direct deposit.

Business

Response:

KAIKU's Response:

The direct deposit was sent on 11/25 from Clara Maass Medi to Pacific Western Bank with an effective date of 11/27. On 11/27, the funds were electronically returned to Clara Maass Medi. Mr. Willis’ payroll department can locate the funds by using the following trace # [redacted]477617.

It is KAIKU’s goal that all Cardholders have a positive experience using the Card and with interactions with our customer service representatives. Any rudeness or unprofessionalism in our call center is not tolerated and will not be ignored. This situation has been brought to the attention of the Customer Service Manager and additional training will be provided to the individual(s) you spoke with.

Consumer

Response:

Review: 9838802

I am rejecting this response because:

Regards,

We can go back and forth with this. But my Payroll company(contact information in the last message) can be reached and they can confirm when the payment was really sent back. Furthermore, each time I called, Kaiku was unable to tell me this information. They were just counting down business days(they told me a total of 10 days) as of when my company would receive the funds, including weekends and the Thanksgiving holidays. So I had to patiently wait until the 13th of December. When my employer called to inform me that the fund were still not returned, that's when I filed the complaint with the Revdex.com. Kaiku DID NOT send any funds on Novermber 27th. I have evidence and proof!

Review: I had my tax refund deposited onto my card which was Feb 26 2015. I made 1 transaction when the froze my account. I called customer service and they told me to send in documentation to verify my identity. I faxed my documents which was my state Id and my 1040 form. I called to check the status and they claimed that they were missing the front page of my 1040 form. Then I refaxed the document and the claimed that they still did not receive the document. At this point the company started to give me the runaround. They then said that I could send an email to the risk service department to have my monies sent back to the originator which is the IRS. I heard nothing back from that department and called back customer which I was told that it could take 8 weeks for this to happen. Then it was told to me to send an email to [redacted]@kaiku.com to get more information. I was then told that the monies had to be sent back to the Bancorp bank and from that there was no time frame. I was originally told from customer service that monies would be sent back to IRS. Then customer service stated that they have the right to hold my monies for 90 days per the IRS. I ask for them to provide a publication since their now acting as a representative for the IRS and where does it state that in their contract. Well they never responded with that answer. This company is still holding my monies and have not sent my monies back to the originator. This company has not given me a straight forward answer with timeframe.Desired Settlement: I want this company to stop holding my monies and keep their word and send back to the originator If that cannot happen then I need a refund

Business

Response:

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.

Consumer

Response:

Review: 10564915

I am rejecting this response because:

Regards,

Review: I have not received my card from this place. I have 5 paychecks in this account and have yet to receive my card.Desired Settlement: I just want to get my money out of the account and close it.

Business

Response:

On Thursday, November 21, 2013, Mr. [redacted] applied and was approved for the KAIKU Visa Prepaid Card. At the time he signed up, he was informed via confirmation email that his Card would be received in 7-10 business days. It was sent to him the following Tuesday, November 26, 2013 via USPS First Class. Prior to receiving the Card, Mr. [redacted] logged in to his account to access his account and routing numbers to set up Direct Deposit. On December 6, Mr. [redacted] received a deposit on the Card. On December 9, Mr. [redacted] contacted us because he had not received the Card. He was advised that it usually takes 7 -10 business days for the Card to be received, which would be that day or the next. On December 11, Mr. [redacted] informed us that he had not received the Card. We disabled that Card so it could not be used in case someone else obtained it, and ordered him a new Card. As a courtesy, KAIKU waived the customary $3.95 Card replacement fee. Another Kaiku Card was sent on December 16 to the address on file with an expected delivery date to be no later than December 27. In the meantime, two other direct deposits posted to Mr. [redacted]’s account. On Friday, December 27, Mr. [redacted] requested another Card to be sent to his address. On Tuesday, December 31, KAIKU requested a new card to be sent express delivery with an anticipated arrival date of January 3, 2014. The customary express delivery fee of $15.00 was waived. We have contacted the Card Procurement Center and due to the busy holiday season, the Card is scheduled to be delivered on Monday, December 6 via FedEx. The FedEx tracking number is 59614229352. FedEx does not provide a Saturday delivery in the area that Mr. [redacted] resides.

It is not known why Mr. [redacted]’s Cards were not received. Kaiku has not received the Cards back as marked "return to sender". KAIKU has made every attempt to send him his Card and in the circumstance of lost Cards, expedite the shipment of his new Card. Unfortunately, due to the holidays; the earliest we can get the Card to Mr. [redacted] is on Monday, January 6, 2014.

Review: I am unable to cancel a payment made by their bill payment service. I am unable to reach anyone who will say they can handle this simple problem. In six phone calls I have spoken to ###-###-#### and ###-###-####. Both say they are not responsible an that the other is responsible for the bill payment service and stop payments. This is unacceptable. Kaiku's bill payment clearly list ###-###-#### as the contact for this service as stated in https://www.kaiku.com/legal/billpay

I believe this payment has been stolen and cashed by a third unknown party. The payment information is

M[redacted], *E NE

Notes

Category: None

Amount: $495.00

Payment type: Check

Payment option: AUTOMATIC

Paid from: Prepaid Account, *6203

Sent on: 11/25/2015

Delivered by: 12/02/2015

Confirmation: NB[redacted]IN3

Sent to: [redacted]Desired Settlement: 1. I want one of these services to to accept responsibility and stop payment and issue a replacement check for the amount lost of $495.00 and mailed to M[redacted]

2. I want a valid contact number and department or other information needed to reach someone to cancel any checks in the future.

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10989109.

Review: I had my tax return deposited into my account. I made 3 transactions when they froze my account. I called they told me to send in the documents. The address I sent the card to was my job so I wouldnt have a utility bill but it was on my W2. They said I could send an email to [redacted]@fisglobal.com to have my funds sent back to the IRS. I sent an email and didnt hear anything so I contacted them. The 1st agent 3/5/15 gave me general information said it could take up to 2-3 weeks to send back. I called back today 3/9/15 to make sure my email was received. The agent I spoke with put me on hold for 5 mins said the email was received a ticket was open to have the funds sent back to the IRS and it will take 8 weeks. I told them that was ridiculous and I needed to speak with a supervisor as I was told 2-3 weeks and that was even too long. After holding for 5 mins again I spoke with Heather who had no information. I asked for the ticket number she didnt have it. I asked for the turn around time to have the funds sentback she didnt know. I asked her how could there be no ticket number unless a ticket wasnt submitted. She then placed me on hold. I dont like getting the run around about my money. I will contact the IRS I will contact the Revdex.com and I will contact the news stations adn the corporate office of Kaiku. They say risk management is to help us more like a way for them to steal our money. Its ridiculous how they give you the run around and put you on hold.Desired Settlement: I want my redund to be returned to the IRS and not held by the company. I did my part and now they need to send it back.

Business

Response:

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.

Consumer

Response:

Review: 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]

Business

Response:

Account monitoring is required by Federal Law and is an important part of protecting our Cardholders and the integrity of our Card program. We require a valid proof of address and a picture of the Cardholder holding their valid ID when an account is suspended.KAIKU understands the Cardholders frustration in regards to not having access to his funds. To 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 account. The 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 date. KAIKU cannot release the funds to the Cardholder until complete documentation has been received and reviewed per KAIKU’s Risk Policy.KAIKU 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 IRS. KAIKU informed the Cardholder that part of this process involves our issuing bank, the Bancorp Bank holding the funds and processing the return of funds. The Cardholder was advised that Bank Secrecy Laws govern what KAIKU can do with the funds.At this point, it appears that the Cardholder is buying time to avoid providing the verification documents since, this issue has been ongoing for almost 3 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.

Consumer

Response:

Review: 10520711

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 IRS. This was done March 26 I contacted Kaiku CS on 4/16/15 and was given this information. Today is May 12 and past 6 weeks I contacted the IRS I spoke with Agent Dean Agent ID 10.00246564 and was advised that you haven't sent anything. She placed me on hold as I told her that I was told it was sent 3/26/15 and a matter of them accepting the funds. She told me that can't accept what has not been sent. An investigation needs to be open as they are trying to steal my money. I will be contacting the media and whomever else to get my refund. I have kids to provide for and bills to pay. Hi 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 8 weeks for the return to be processed, but the process heavily relies on the IRS. The bank will debit your Card account once they receive approval from the IRS. The 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 status. From 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.A. Inc. and may be used everywhere Visa debit cards are accepted. 2015 Kaiku Finance, LLC. All rights reserved.I 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 7,000

Review: It started early Sept. 2015. I called to find out when my new card would arrive. I was told it was sent out and returned to them. I moved in April and had changed my address numerous times but now it seems it was never saved. Now they wouldn't accept the info I faxed them w/ the new address. Dreadful customer service - something different I needed to do with each call, no one knew what the other had done, lost faxes, etc. This week I had been going back and forth via emails with customer service. Their last email promised that my new card would arrive Fri 10/16/15. I did receive a "card" but it wasn't a regular card with raised numbers it was what looks like a temporary card. When I went to use it on the evening of the 15th it was declined. This morning at 9:22am I called customer service yet again. During this 22 minute call after the original representative was unable to help me I was transferred to yet another floor supervisor. It turns out that after everything that I have been through with this company and after being promised a new card - 1) THEY SENT ME A TEMPORARY FOR MY PREVIOUS CARD THAT KAIKU HAD REPORTED AS LOST OR STOLEN AT THE BEGINNING OF SEPTEMBER WHEN THEY SENT IT TO THE WRONG ADDRESS 2) this section of customer service stated that I needed to update my address as the fax I sent on 10/7/15 had been declined even though I had already had everything corrected with the email customer service. This now leaves me yet again without access to any of my money and since I was promised everything was taken care of on 10/14/15 I did not stop the direct deposit of my next check due to be deposited on 10/22/15. I have no money to pay bills, put food on the table to feed my children, or put gas in my car to get to work.I have copies of all of the emails which have been forwarded directly to the Santa Barbara Revdex.com. I forwarded all of the emails directly to Kaiku corporate as well.Desired Settlement: All I want at this time is for them to immediately send me an overnight (not 2 day expedited) cashier's check for all of my current funds as well as my upcoming payroll direct deposit. Furthermore, I want Kaiku to write a letter to all of the companies that I have not been able to pay explaining that it was Kaiku's fault for refusing to grant me access to my funds and to pay said companies any late fees I have been charged due to Kaiku's incompetence.Please, I am begging for help!

Business

Response:

Cardholder Heidi R[redacted]’s initial Kaiku Card was expiring

on September 30 and a replacement Card was shipped on August 19 to the address

on file. The replacement Card was returned to Kaiku as undeliverable on

September 4. Kaiku notified the Ms. R[redacted] 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 address. The Kaiku’s system

indicates that Ms. R[redacted] updated her address on October 15, 2014 and no additional

updates were attempted after that date.

Ms. R[redacted] contacted Kaiku Card Services via phone on

October 7 and requested to update the address and re-send the Card. As a

standard procedure, Ms. R[redacted] was advised to provide a proof of address. On

Oct. 8, Ms. R[redacted] 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 Oct. 14, Ms. R[redacted] emailed the proof of address to

the Kaiku Corporate Client Relations Team. The address was updated and Card was

mailed via USPS priority mail on the same day. A Tracking number for the Card shipment

was provided to Ms. R[redacted] and the Card was received on Oct. 16. For safety

reasons, a newly issued Card that comes in the mail requires activation before

making purchases. Since the replacement Card was not activated, the

transactions conducted by Ms. R[redacted] were declined.

The Card that was shipped to Ms. R[redacted] is a permanent Card.

Kaiku switched its Card printing style to digital printing, which imprints the

Card number instead of raised numbers.

Today Oct. 19, the Kaiku Corporate Client Relations Team

contacted Ms. R[redacted] and offered assistance to resolve the matter. After our

conversation, Ms. R[redacted] 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 Ms. R[redacted] that the Card is “Active“ to

use for transactions and the address on file is the updated address. Kaiku apologized

for all troubles and has credited a $25.00 credit to compensate for the

inconvenience caused during the Card replacement process.

Review: I filed a dispute about my card being lost they gave it to me then my house got robbed sent the info they did nothing but put my account in a negative its Been months and I still havent received my moneyDesired Settlement: The money thats owed to me

Business

Response:

The 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.