PEX Card

There are a number of concerns in the complaint and we have addressed them below.1.? ? ? ? ? Conflicting and unprofessional communications about the status of the account.Our goal is to provide outstanding customer service, and, in this case, we fell short by providing confusing feedback.? As a provider of financial services to companies across the country, we flag activity that is unusual or suspicious, close those accounts and notify the customer of that fact.? We did that appropriately.? However, not everybody on our service and sales teams were aware of the real time status of the account and we provided incorrect information as a result.? We have changed our internal processes to ensure that all departments are aware of current account status.We apologize for the confusion about the status of the account2.? ? ? ? ? Account was incorrectly closed for fraud.PEX Card reserves the right to close any account for any reason, as clearly stated in the Term and Termination section of our Services Agreement ( [redacted] ).? In general, to have an account with PEX Card, the customer must have a verifiable business in good standing, provide funding from a business checking account, and use the cards that we provide for legitimate business expenses.? Our compliance team determined that at least one of those criteria were not met and closed the account.3.? ? ? ? ? ? Small amounts of money deducted from the account for the purposes of refunding less than entitled.The micro deposits were initiated by another financial services company for the purpose of validating the PEX Account.? Since the account was being closed, those micro deposits were returned to the account from which they came.4.? ? ? ? ? Funds were not returned to the account of choice.PEX Card did not accept certain deposits into the account and returned those deposits, in full, directly to the account from which they came.? This policy is clearly stated in the Deposit Policy section of our Services Agreement ( [redacted] ).5.? ? ? ? ? PEX Card’s physical location.Our physical address is prominently displayed on our company website and is the working headquarters of our company.? ? The assertion that PEX Card does not have a “brick and mortar location” is incorrect

There are a number of concerns in the complaint and we have addressed them below Conflicting and unprofessional communications about the status of the account.Our goal is to provide outstanding customer service, and, in this case, we fell short by providing confusing feedback As a provider of financial services to companies across the country, we flag activity that is unusual or suspicious, close those accounts and notify the customer of that fact We did that appropriately However, not everybody on our service and sales teams were aware of the real time status of the account and we provided incorrect information as a result We have changed our internal processes to ensure that all departments are aware of current account status.We apologize for the confusion about the status of the account Account was incorrectly closed for fraud.PEX Card reserves the right to close any account for any reason, as clearly stated in the Term and Termination section of our Services Agreement ( [redacted] ) In general, to have an account with PEX Card, the customer must have a verifiable business in good standing, provide funding from a business checking account, and use the cards that we provide for legitimate business expenses Our compliance team determined that at least one of those criteria were not met and closed the account Small amounts of money deducted from the account for the purposes of refunding less than entitled.The micro deposits were initiated by another financial services company for the purpose of validating the PEX Account Since the account was being closed, those micro deposits were returned to the account from which they came Funds were not returned to the account of choice.PEX Card did not accept certain deposits into the account and returned those deposits, in full, directly to the account from which they came This policy is clearly stated in the Deposit Policy section of our Services Agreement ( [redacted] ) PEX Card’s physical location.Our physical address is prominently displayed on our company website and is the working headquarters of our company The assertion that PEX Card does not have a “brick and mortar location” is incorrect

There are a number of concerns in the complaint and we have addressed them below.1. Conflicting and unprofessional communications about the status of the account.Our goal is to provide outstanding customer service, and, in this case, we fell short by providing confusing
feedback. As a provider of financial services to companies across the country, we flag activity that is unusual or suspicious, close those accounts and notify the customer of that fact. We did that appropriately. However, not everybody on our service and sales teams were aware of the real time status of the account and we provided incorrect information as a result. We have changed our internal processes to ensure that all departments are aware of current account status.We apologize for the confusion about the status of the account2. Account was incorrectly closed for fraud.PEX Card reserves the right to close any account for any reason, as clearly stated in the Term and Termination section of our Services Agreement (***). In general, to have an account with PEX Card, the customer must have a verifiable business in good standing, provide funding from a business checking account, and use the cards that we provide for legitimate business expenses. Our compliance team determined that at least one of those criteria were not met and closed the account.3. Small amounts of money deducted from the account for the purposes of refunding less than entitled.The micro deposits were initiated by another financial services company for the purpose of validating the PEX Account. Since the account was being closed, those micro deposits were returned to the account from which they came.4. Funds were not returned to the account of choice.PEX Card did not accept certain deposits into the account and returned those deposits, in full, directly to the account from which they came. This policy is clearly stated in the Deposit Policy section of our Services Agreement (***).5. PEX Card’s physical location.Our physical address is prominently displayed on our company website and is the working headquarters of our company. The assertion that PEX Card does not have a “brick and mortar location” is incorrect

There are a number of concerns in the complaint and we have addressed them below.1.      Conflicting and unprofessional communications about the status of the account.Our goal is to provide outstanding customer service, and, in this case, we fell short by providing confusing...

feedback.  As a provider of financial services to companies across the country, we flag activity that is unusual or suspicious, close those accounts and notify the customer of that fact.  We did that appropriately.  However, not everybody on our service and sales teams were aware of the real time status of the account and we provided incorrect information as a result.  We have changed our internal processes to ensure that all departments are aware of current account status.We apologize for the confusion about the status of the account. 2.      Account was incorrectly closed for fraud.PEX Card reserves the right to close any account for any reason, as clearly stated in the Term and Termination section of our Services Agreement ([redacted]).  In general, to have an account with PEX Card, the customer must have a verifiable business in good standing, provide funding from a business checking account, and use the cards that we provide for legitimate business expenses.  Our compliance team determined that at least one of those criteria were not met and closed the account.3.       Small amounts of money deducted from the account for the purposes of refunding less than entitled.The micro deposits were initiated by another financial services company for the purpose of validating the PEX Account.  Since the account was being closed, those micro deposits were returned to the account from which they came.4.      Funds were not returned to the account of choice.PEX Card did not accept certain deposits into the account and returned those deposits, in full, directly to the account from which they came.  This policy is clearly stated in the Deposit Policy section of our Services Agreement ([redacted]).5.      PEX Card’s physical location.Our physical address is prominently displayed on our company website and is the working headquarters of our company.   The assertion that PEX Card does not have a “brick and mortar location” is incorrect.

Review: Pex Card is a one of the most unbelievable businesses you can ever deal with as a company owner I expected decent customer service plus professional resolutions when faced with a issue or concern, after establishing an business prepaid account with pex card for approx 2 months their sorry [redacted] compliance team decided to close my account due to suspicious fraudulent activity which indicated that the funding of the pex account didn't come from a a company or personal account with my personal name and business name attached. However I received a call from Anthony S[redacted] a sales representative from pex card whom I never had an encounter with decided to contact me and simply verify what account I was using within the pex card system I advised him of the correct account I was operating out off then he disconnected the call, I figured from there that it was an issue with them. I contact pex card administrative support to question the email I received that stated that pex card given the right to close my account due to false funding which isn't correct due to the fact as tho I used a personal and attached a business account via pex card ach process. The representative instructed me that they didn't know why the account was being closed and transfers me to a Sonya B[redacted] which wasn't professional at all she decided to investigate the situation after repeatedly telling me that the pex card wasn't closed. I advised her I received an email then she instructed me to read the email to her which I did and and she said " [redacted], I advised her that I was extremely upset also that pex card demanded that the funds get transfered back to the bank or orgin I advised her that send the funds without my authorization wasn't professional business ethics she then asked me the account information that I would like the refund to be sent to (refund) money left in the account and I gave her the routing number and account information she then said her compliance team advised her that she would have to do a bank verification call or verify that I am indeed a signer on the account we successfully verified the information on a 3 way call. Later on during the day I logged into my pex card account and noticed several unusual micro debits that were being debited from the account I quickly emailed Sonya B[redacted] and contact pex card administrative support and spoke to a Laurie/ Lauren and was told that this wasn't a usual process so I asked to speak to a supervisor upon the representative placing me on hold she did't put me on mute or hold and I heard her say that they were deducting small amounts from my account to send me a lesser refund I recorded the whole conversation and directed the tape to the corporate office which they said she didn't say that at all. I went to their business office location in New York and they don't even have a brick & mortar location they are a false company out to steal money from large and small businesses I would recommend not using them and I will be slandering there name everywhere until justice is served.Desired Settlement: I want my refund sent to the desired bank account of my choosing and a written apology from the company CEO Toffer G[redacted] for the disrespect he has shown me also a written apology from the staff including Sonya B[redacted] from [redacted] and the entire management & administrative support team. I will be be pursuing civil charges for embezzlement and fraud.

Business

Response:

There are a number of concerns in the complaint and we have addressed them below.1. Conflicting and unprofessional communications about the status of the account.Our goal is to provide outstanding customer service, and, in this case, we fell short by providing confusing feedback. As a provider of financial services to companies across the country, we flag activity that is unusual or suspicious, close those accounts and notify the customer of that fact. We did that appropriately. However, not everybody on our service and sales teams were aware of the real time status of the account and we provided incorrect information as a result. We have changed our internal processes to ensure that all departments are aware of current account status.We apologize for the confusion about the status of the account. 2. Account was incorrectly closed for fraud.PEX Card reserves the right to close any account for any reason, as clearly stated in the Term and Termination section of our Services Agreement ([redacted]). In general, to have an account with PEX Card, the customer must have a verifiable business in good standing, provide funding from a business checking account, and use the cards that we provide for legitimate business expenses. Our compliance team determined that at least one of those criteria were not met and closed the account.3. Small amounts of money deducted from the account for the purposes of refunding less than entitled.The micro deposits were initiated by another financial services company for the purpose of validating the PEX Account. Since the account was being closed, those micro deposits were returned to the account from which they came.4. Funds were not returned to the account of choice.PEX Card did not accept certain deposits into the account and returned those deposits, in full, directly to the account from which they came. This policy is clearly stated in the Deposit Policy section of our Services Agreement ([redacted]).5. PEX Card’s physical location.Our physical address is prominently displayed on our company website and is the working headquarters of our company. The assertion that PEX Card does not have a “brick and mortar location” is incorrect.