Plastyc, Inc.

Review: I have an account at [redacted]. I pay bills with this prepaid card have direct deposit on this card. On 03/**/2015 there was two charges placed on my card by [redacted]'s Sales and Lease both for $93.98 I was charged $93.98,- 2 times the money was taken off my card. [redacted]'s made a mistake and charged me twice. [redacted]'s immediatly returned $93.98 to my account the money was taken by [redacted] and being held. I called [redacted] at least 7 times and was told they had already returned the money to me this wasn't true. My account still shows this money was taken off my card and never returned.. [redacted] then told me it would be 5 days before I got my money back. Then on anther time I was told it would be a month or more before my money was returned. The last Time I called [redacted] I was told they didn't know where my money was sorry nothing we can do for you.Desired Settlement: I want my money returned it's that simple [redacted] owe's me $93.98.

Business

Response:

[redacted] is not missing any funds on his account. On 3/* there were indeed two "purchases" from [redacted]'s Sales, both of which were in pending status on that date. One of the purchases dropped off the account on 3/* and the other cleared as a final posted purchase on 3/*. We have attached the dates in question showing that there is only one final purchase on [redacted]'s account and the running balance is correct. We apologize if our agent misspoke and will make sure to retrain that agent on pending/posted transactions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. My money was returned to my account this morning so I'm happy.

Sincerely,

Review: On the morning of 5/**, I went to the store to purchase items using my Upside Card. Imagine my surprise when my card was declined. I sttempted to withdraw cash and my card was once again declined. I went home to log in to my account and saw there was money in there. I then noticed at the left hand side of the log in page, there was a note saying my account had been suspended due to suspected fraudulent activity and I needed to call customer service.

I contacted customer service and asked why my account was suspended. After being put on hold for at least 5 minutes, the customer service representative came back on the line and said she saw my account was suspended but she didn't know why and couldn't help me. I asked her to explain WHY she was unable to help me and her response was she could send a message to a [redacted] and they would get back to me. I asked if this was normal practice to 'suspend' an account and for them not to be able to tell me why and for me not to be ab le to access my account. The CS rep had no response and told me a [redacted] would get back to me. When asked a time frame for when I could expect a call back, she said she didn't know and told me to have a good day.

It is incomprehensible that a 'bank' can hold my money with no explanation and cause me to have to wait without access to my money for an unknown time frame.

I have been a customer for over 2 years and once this is respolved, I am terminating my account with Upsidecard and will caution others to do the same.

Their service boarders on unethical and illegal.Desired Settlement: I expect Upsidecard to contact me ann 1) explain why a random suspension was put on my account and 2) remove the suspension so I can access MY MONEY asap.

Business

Response:

Our apologies that the customer service agent was unable to assist [redacted] - we have spoken with the agent and advised how to correctly read memos on the account. The issue for [redacted] occurred due to an online check that she had requested and then later asked to stop. Our back-end system has monitors and alerts on it to assure that cardholders are not being defrauded. In this case, the credit back to the account for the stopped check was greater than the velocity we have set up which in turn flagged the account. The account was reactivated on 5/** and [redacted] received a call from the call team [redacted].We have also credited [redacted]'s account $10 for the inconvenience.

Review: I have called over and over again and still no one has email me or call back. I have been charge twice to talked to a customer rep and still I cannot log in to my account. I wish for the charges to be removed. My login id does not work and I have reset this many times and still I can not log in. Please help.Desired Settlement: I have called over and over again and still no one has email me or call back. I have been charge twice to talked to a customer rep and still I cannot log in to my account. I wish for the charges to be removed. My login id does not work and I have reset this many times and still I can not log in. Please help.

Business

Response:

We don't see any attempts to try and retrieve the username or password via email to log into the account. Your username is your email and you can get your password by going to [redacted] and selecting the "Forgot password" link on the login page. Please make sure that you have whitelisted [redacted] on your email platform so our email does not get spammed. Regarding your call fees, these were already reversed for you on 11/** and no other fees have occurred since then.

Review: Since September [redacted], I have been trying to get a new debit card. The strip on my current card is old and I have to use extensive measures at the checkout when I try to use it. I have emailed numerous times with no response whatsoever! I even sent an email stating I was going to cancel my account if I did not receive a new card....no luck. My second issue is changing my address with them. For the last few weeks again, I have been requesting an address change. I did receive one email stating to verify my address, which I did and no response once again. My THIRD issue is a fraudulent charge of $153.21 on my account September [redacted]. I explained to them I did not authorize this charge and I want it looked into and refunded. I emailed them and told them about the charge twice. This is very important to me that they take care of this matter especially, let alone my other two requests! I have been with Upside for years and find this absolutely unacceptable customer service. I want these matters resolved.Desired Settlement: At this point, I would like my address to be changed, a new card I can use to access my money, and the fraudulent charge looked into. I want an explanation of what is going on. I need to know the status of my unauthorized charge inquiry, I do not want to wait for these things any longer.

Business

Response:

Hello,

Review: Upside Visa is continuing to charge EFTs to my bank account even after cancelling the EFT.I cannot access my account online because the account is locked, and there seems to be no way to unlock it. I called customer service and they can't unlock the account. By the way, every time you call customer service, they charge several dollars in fees.One month ago I called and asked them to stop an EFT from taking any more money out of my checking account. They said the autodraft was cancelled. So this month I was very surprised to see them charge my account yet again. I called their customer service several times (each time probably getting charged with a fee) and was told a variety of different things. One person said the account was actually closed, and he couldn't see anything at all about the EFT. He said he needed the card number to do anything else. So after obtaining the card number from my mother-in-law (we got the card for her) I called back again and this time was told that there was no information on the account and this would have to be escalated to a supervisor. No supervisors were there so I would have to get a call-back from them. I was told that I would be called before noon the next day.I never received a call the next day, so around 1:30 pm I called them. I was basically told the same thing and also told that they would not reverse the charges for the phone calls. Even though I have no choice but to keep calling them. I asked repeatedly to speak to a supervisor and was repeatedly told that they would only call me, I could not speak to one directly. They said that a supervisor had tried to call me at 12:30 that day (I never received any phone call, nor did my phone show any missed calls). They wouldn't tell me what number they supposedly tried to call me at.I am currently waiting again to see if this time they actually call me.Desired Settlement: I would like to see a refund of the EFT from this month, and a reversal of any charges for the customer service phone calls.

Consumer

Response:

I finally did hear back from the company and they helped me to reset my account so I could cancel the EFT from happening again in the future. I already contacted my bank to get them to reverse the earlier charge. So as far as I can tell, the problem is resolved, even though I hadn't heard back from them yet in reference to complaint ID [redacted]

Sincerely,

Review: On October **, 2013 my account with UpsideCard was marked as a potentially fraudulent. I have been talking to the Customer Service since that day with no luck. No reason for my card being blocked was given. The Rep would say the same thing over and over again asking me to fax the copy of SSC, ID and the lease. I have faxed all requested docs last week. Today my card is still blocked and the Rep cannot even tell me if their so-called Fraud Department even received my personal sensitive information. My rent is due this week and I cannot afford going back and forth with the Customer Service that is unprofessional and cannot assist or help me in any way. For some reasons I cannot call directly to the Fraud Department or speak with a manager which looks very suspicious to me. I hope you would help me to solve this matter. I have faxed all requested documents and it is not reasons for such as delay in unblocking my card. Considering the high number of complains against this business I hope you will investigate this company's practices further.Desired Settlement: My desired outcome is my card being unblocked and my funds are available for access and withdraw.

Consumer

Response:

Review: Purchased convenience debit card for my son, have not be able to use card because a PIN is required. Company never issued PIN at activation of card. With you call customer service there is a .99 fee to use to the over the phone service, which I was aware of then a $2 fee to talk to the representative, which I was not aware of but agreed to in order to correct the PIN issue. Once the rep connected, the rep did the hello...hello caller....hello then disconnected. This happened twice as I gave them the benefit that there may have been a technical issue only to find it is nothing more than a tactic to charge another fee.....So far I have loaded $100 dollars on the card, never to use it and been charged over $16. It is small potatoes I understand, but I am sure I am not alone.Desired Settlement: refund of all funds loaded and full release from card contract

Business

Response:

We apologize for an inconvenience that [redacted] has incurred. The PIN is given at the time of activation, but only if it is the cardholder (i.e. the teen) that has called in and verified their customer service access code, not the parent. This is for the security of the cardholder. That being said, it appears that the cardholder has not created his online account yet at [redacted] The cardholder's unique enrollment code is [redacted]. Once done, the teen will have access to their online account, mobile app, and will create a customer service access code with which he can call to received his PIN. All call fees have now been reversed on this account as well.

Review: I had an unauthorized charge on my upside visa card account on 1/**/2014 that I have had with this company for over 2 years the charge was in the amount of $79.0 from Lifetime fitness, I called into the customer service number that was listed on the back of the card and was told to fax in the dispute form and it was going to be investigated I faxed in the form and called back and was told by a customer service representative that the form was too dark to re fax the form. I once again fax in the form to the # provided to me with all of the information that was requested of me. I never heard anything back from Plastyc inc, metabank or upside card holder services concerning my dispute. There was no email sent, no letter sent or a phone call that was place so after waiting 2 weeks for a response and not receiving a response I decided to close the account. I closed the account and got rid of the card, on 1/[redacted]/2014 I just happen to log into the account to find out if they had re issue me the funds from the dispute to find out that there was a direct deposit that they had allow to come through even though the account was closed. I emailed their customer service and did not receive a return email or a phone call so I decided to call the customer at which time I spoke to [redacted] agent id # **he then told me that they will send me a refund check of my $88.58 that was deposited for my daughters child support into that account after I had closed they account he told me the refund will arrive to me in 45 days and they will charge me a fee of $12 for sending me my money. I requested a supervisor and was told that a supervisor would call me back in 4 hours no one has ever contacted me from this company and I am still missing my disputed amount of $79.09 + $88.58. I need this company to give me back my money.Desired Settlement: I need a refund of $167.78 for my money.

Business

Response:

We apologize for any inconvenience [redacted] has incurred. We have initiated the dispute process, but will need the dispute form to complete the temporary credit. We have attached it here. If faxing doesn't work, please email the form to [redacted]. The temporary credit can take up to 10 days. Regarding the value load, though the prepaid card was closed, the actual direct deposit was not. It is recommended that [redacted] contact the funding bank or employer to make sure that she provides different bank account information for the deposit. We can either wait for the temporary credit to appear on the account to write a check for the full amount including the dispute, or we can request two separate checks. Please advise. We will forego the $12 check issuance fee for the check.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Review: There are several transactions that were charged to my account when I tried to make a purchase months ago. The purchase was unsuccessful and I had to pay with a different method, but the transactions stayed on my account. I have spent hours on the phone, spoken with multiple customer service representatives (though most of the time on the phone is spent pressing buttons to navigate an absurd automated system and sitting on hold) and I have sent emails, as the company urges all customers to do. I have been promised on multiple occasions that all charges would be dropped within 24 hours, however over five months have passed since I started this grueling process and I still have not been refunded. The charges sum to $170.86. I was trying to make a purchase at [redacted] online. [redacted] has spoken with the bank as well.Desired Settlement: The absolute minimum the company should do, is reverse or remove the mistaken transactions from my account, or refund them. This would mean I receive $170.86 on my account.

I think Plastyc, Inc. should also cover interest and pay extra for all my time I had to waste on this. If the company has been charging me for the phone calls I have made to customer services (it is unclear whether or not I am being charged), all of the fees associated with those calls should also be reversed/ refunded. This company should also be investigated to have their policies changed, as they scam lots of people.

Business

Response:

The transactions in question occurred on 1/**/14. All five transactions had "purchase reversals" completed on the same date which refunded the money back to [redacted]'s account. We have attached the transaction log for [redacted] depicting the purchases and the purchase reversals. [redacted] is not missing an funds due to this incident.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The attachment provided by the company's reply does not match my account statement. The attachment they provided does in fact show reversals being approved, however, on my online account, no such reversals exist. Only the initial payments are there, no reversals ever follow. The balance I had before these transactions occurred was not restored. Every month I receive a $100 deposit to my account, those still go through so my balance has increased since the transactions, however, not because they were reversed.

Note that in the attachment provided from the company, the values assigned for the transactions (payments and reversals) are not assigned a (+) or (-) sign and the total balance of my account is not included, making the transactions slightly unclear.

I have attached an image of my account as I see it. There are no reversals on the date that the company's statement said there were reversals (1/**/14). There are two more additional attachments which show all other transactions on the account to date. You will see from these three photos that in the 6 months since the initial mistaken transactions there have been no reversals.

Apologies for having to attach 3 separate photos, I cannot access my account online and can only access it through the phone app. This is another unresolved issue with the company that shall be reserved for another complaint.

I need to see these reversals appear on my statement, not in an attachment from the company that does not match my account statement or balance.

Sincerely,

Review: I am on day 5 with the UPSIDE trying to get them to send me a new card that was lost. I initially called on Monday and asked that I have a new one send and btw I have moved. the rep asked me to show proof with a lease/pge/water/garbage, all I have is dish cable, he begins to say unless I have one of those documents faxed over I won't be able to send you a new one to the address you want me to . I said ok then send it to my old address, my dads house. Rep says I'm sorry, I can't send you a new card knowing you moved w/out showing proof. After all I verify my social /address/birthday/email address? that wasn't an answer to my problem. I have direct deposit linked as well as electronic debits attached to this debit account. Day 2 I called for a [redacted] and got another rep, who wouldn't put the [redacted] on the phone unless I disclosed what I needed to speak to her about. After EXPLAING what is going on and more frustrated than the day before he says too, sorry maam but yes that's right unless you have a bill in your name then we can't send you a card to the new or old address. I said SO how am I going to access my money? he says well, you only have 9 dollars in your account. ARE YOU KIDDING ME? so what if I have JUST 9 dollars in my account. A message was put out to the [redacted] to call me, which in about 20 min she did. She listened to what I had to say about my situation and how her reps just didn't try and help in no way. She then says yes they are both are correct we CAN'T do anything unless you can show proof of your address, I said I do, I have DISH bill and she said no, we can't take that. Maybe send us a paycheck stub that has your address on it, OK now we're getting somewhere. Who do I send it to you I asked and she said to [redacted]. I faxed [redacted] twice and in between time complained through the UPSIDE site. Day 3 [redacted] emails me and says the same as everyone else I've mentioned, I told her I've faxed in the paycheck stubb. Day 4 I get an email from [redacted], have not received your fax please email me. UGH!! I reply with the paycheck stub/fax confirmation/ fax cover letter. Day 5 [redacted] emails I haven't received your email or fax. You already know by this time I've flipped out!! 2 faxes 2 emails and still no changes. No one has even apologized for any inconvenience or let me see what I can do for you or apologize that the fax / emails haven't been received let me check our fax / email again. NOTHING!! and I want my 9 dollars.Desired Settlement: would like my 9 dollars to be sent to my new home address that I've faxed and emailed them 2x's. I would also like an apology and a guarantee that if ever someone else has an issue like mine or not treat them with respect / care and be humble people!

Business

Response:

We apologize for any inconvenience that [redacted] may have incurred. Ultimately, we request documentation when I cardholder moves as part of our terms and conditions provided by our bank:

The USA PATRIOT ACT, a federal law, requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card account. When you open a Card account, we will ask for your name, address, date of birth, social security number and other information that will allow us to reasonably identify you. We may also ask to see your driver's license or other identifying documents. We may limit your ability to use your Card or certain Card features until we have been able to successfully verify your identity.

This is done to protect the consumer - if [redacted] had moved and old mail was still being received at her old address, someone else could have used her information; this is why we request the documentation.

That being said, unfortunately, it appears that we have not received any fax as of yet. All faxes are responded to within 24 hours (usually much more quickly) and notations are made on the account. Below, we have provided an alternate fax number and email that [redacted] can fax her ID, SSN and new utility bill to:

As well, we have noted the account that [redacted] should receive the card via FedEx at no extra cost ($9.95 replacement fee and $30 express shipping fee to be waived).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have confirmed faxes that show I sent my paycheck stub to UPSIDE, per their request, to have

a new card sent to my new address.

I also have emails confirmed sent that I attached my paycheck stub to show proof of address change as

well as the confirmation fax/cover sheet/paycheck stub.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize the delay in getting your address changed. It still appears that a fax was never received, but we did receive your email on 11/**, which unfortunately ended up in the spam folder. It is no excuse for the delay and please accept our sincerest apologies. We found that email and have now changed your address on your account. We have replaced your card and requested expedited shipping at no charge to your ($9.95 + $30). We have also loaded $20 on your account for our error.

Review: I had been with upsidecard.com and they provided me with a prepaid cedit card. I have had issues in the past where they will for some reason give me my paycheck a week late with my bills stacking and ruining my credit all around. I stuck with the company thinking that they had fixed the problem. And the last time that I had done business with upside was when I went to check my balance. To my horror I seen that it was under 900$. So called them up and they said their computer screwed up and that they had been paying me like 20$ to much on everytime I would get paid and that they had to take the money back... I just don't understand why I have to suffer so bad for something they screwed up, they don't care I'm just one person and I only make 350 every 2 weeks. I lost my apartment and car. I called them everyday trying to get more info and they would say I'll let the supervisor call you back like tomarrow morning, well they never would call back. Please stay away from this service they got me bad and I'm still recovering. :(Desired Settlement: I would like to get at least half of that 900 back.

Business

Response:

An error occurred at our issuing bank where cardholders' direct deposits on 4/*/13 were loaded three times instead of once. This gave cardholders extra funds on their accounts. In order to reconcile this error, we were required by our bank to debit the two erroneous loads off of the account. For cardholders like [redacted] who spent the funds on the account that weren't his, this made the account go negative. Cardholders were advised by physical mail about the issue and were asked to load funds onto their account to cover the funds spent that weren't theirs. [redacted] had a direct deposit load onto the account for approx. $466, which covered about half of the negative balance. We then decided in September to "take the hit" for any of the remaining funds missing (in this case, $431.52) to cover the negative balance and bring the account back to $0.00 as a good faith measure for cardholders that were affected.

Review: I have several on going disputes with this banking service have lodge many complaints and have faxed on more than one occasion documentation they requested and still no resolve to the problem and now they have given me a fax number that is not in service I am trying to get my money and they will not let me have it it cost 3.00 just to talk to them and they have charged me 37.00 in hidden fees or have taken that much in some away that is not shownDesired Settlement: to left hold on my account to give me my money and to warn others of the questionable service this card has

Business

Response:

[redacted]'s account was put in potential fraud status due to sharing an address with another card that was put in potential fraud status. We therefore request documentation. [redacted] did indeed send documents on 7/** but unfortunately the fax was illegible. She sent documents again that our Risk Team could read and the account was released on 7/**/14. We have reversed the $2.00 live agent fee and $0.99 IVR fee that [redacted] incurred.

Review: Since March 2012 I have been using a prepaid debit card provided by [redacted]. On Thursday, September **, 2013, my card usage was blocked and marked as “potentially fraudulent.” I telephoned the company at ###-###-#### and was informed that due to a “load” that was over $10,000, I needed to provide proof of where the load came from. The load was for $10,241.00 which was a student loan refund made by the university I attend. On the evening of Thursday, September **, 2013, I faxed a copy of my student account showing the student loan refund and other information contained in the print out. That evening, my wife, who has a separate account with [redacted], checked her card and it was also marked as being “potentially fraudulent.” She called the same number and was asked to fax a copy of her driver’s license and social security card. On Friday, September **, 2013, my wife’s card was unblocked and the “potentially fraudulent” mark was removed. When I inquired about my card, I was informed that the” risk assessment “ could take from 24-48 hours to review my card status and given that they do not work over the weekend. The reason I was provided for this inconvenience was that pursuant to the terms and conditions agreement, the maximum load amount is no more than $10,000. This was not the first time my debit card was loaded with a large amount from my student loan refund. I enroll in three semesters per year and every January, May, and September of the year, my university loads my student loan refund into this card for amounts ranging from 8,000 to over 10,000. This pattern is demonstrated in my card usage activity. In fact, in May 2013, my university loaded my card with an amount exceeding $10,000 and this did cause my debit card to be blocked and marked as “potentially fraudulent.” The other major loads to my debit card are from my employer on a monthly basis. In fact, the first load from my employer in March 2012 caused my debit card to be blocked and marked as “potentially fraudulent.” In this occasion as well, my wife’s debit card was marked and blocked as well. Prior to the block on September **, 2013, my debit card was blocked and marked “potentially fraudulent” and I was required to fax my driver’s license and social security card, which I did. Interesting to note are three issues with these facts: (1) my debit card was marked and blocked as “potentially fraudulent” twice in the same month and my personal identification and proof of the load was requested, making this the fourth time since March 2011 that this has happened as well as my wife’s debit card although our accounts are separate; (2) [redacted] has in the past accepted load amounts from my university in amounts over $10,000 with no block or “potentially fraudulent” status being had; (3) my wife’s [redacted] debit card is always blocked, and vice versa, although we maintain separate accounts for payroll deposits and the reason for this offered by [redacted] is merely because we reside in the same household; (4) proof of non-public personal identity information was never requested by [redacted] at the point of requesting a debit card and is now requested more than a year and a half later; (5) [redacted] allowed for the $10,241 load in September to go through and blocked it and marked it as “potentially fraudulent” only after more than $5,500 of the funds were used; (6) I have no idea how my non-public personal identity information , driver’s license and credit card, is being protected nor where this fax number and machine is located, nor how my identity information is being shared. When I contacted the number on the back of the card to request an update on my card status, the only information I am provided is a record of the calls I have made and the generic responses I have been provided. After calling multiple times on Friday, September **, 2013, the only information I was provided was that the “risk assessment” department had received my fax. I informed the customer service rep that my wife’s card was unblocked and requested a reason as to why mine wasn’t. At all times during my calls on Friday, the responses appeared to be generic and read from a script, to wit, “the risk assessment department is still completing their assessment and this can take from 24 to up to 48 hours.” During the last call I made on Friday I requested, at their suggestion, for a manager to call me back. I requested to speak to a manager at the time of my call and/or to someone in the “risk assessment” department and was informed that any communications beyond a customer service representative had to be made in writing or I can have a manager call me back. On Friday, I received a call from a manager named [redacted]. She could only provide her first name and an ID number which was [redacted]. When I asked when my card would be unblocked [redacted] flip-flopped on not knowing the status of my card and finally acknowledged that the documentation faxed was received. She then proceeded to provide the generic script response, “the risk assessment department is still completing their assessment and this can take from 24 to up to 48 hours.” Annoyed, when I pressed for more information as to where this “risk assessment” department is located, [redacted] then became annoyed and in a rude tone reversed her original position from “most likely it’ll be unblocked today” to “it’ll be unblocked on Monday.” After the call with [redacted], I again called and requested that I be contacted by a manager. I was informed that a manager would call me on Saturday. On the morning of Saturday, September **, 2013, I missed a call from a manager named “[redacted]”. The number identified on my caller ID was ###-###-####. I pressed the call back button on my phone and was surprised to hear a recorded message from [redacted] line. I have no business at all with this company. The voice mail message from [redacted] informed that I should call the number on the back of debit card. I immediately called the number on the back of my debit card and the voice of the customer service rep sounded like the manager’s voice who just minutes ago left me a voice mail message and they had the same name. I asked [redacted] for his ID number, which is [redacted], and inquired whether he was also a manager. [redacted] refused to answer my question and upon being told that he had the same name and the same voice as the [redacted] who just left me a voice mail message, he than acknowledged that he had in fact called me and left a message as a “manager” but that he doesn’t usually disclose this fact. When I asked [redacted] about the status of my card and the expected time when my funds would be available to me, [redacted] informed that by Monday, September **, 2013 it would be clear. When I asked [redacted] about the “risk assessment” procedures he informed that Plastyc, a company located in New York is where “risk assessment” is located. I continued to make calls on Monday, September **, 2013 when my card was still in “potentially fraudulent” status and was still blocked. I spoke to [redacted] and [redacted] or [redacted], who were rude when I made inquiries about the “risk assessment” process. I was informed once that “risk assessment” was located on another “floor” and another time I was informed that “risk assessment” was located in another building. When I informed that I was told that “risk assessment” was located in “New York,” the response was “I don’t know why you were told that”. When I asked where they were located they responded “South Dakota”. Both told me to read the “terms and conditions” policy on their website. However, this policy does not inform about these procedures nor does it provide any information as to what triggers a “potentially fraudulent” block on the debit card and how to avoid it. It neither informs about privacy concerns with regards to my non-public personal identification information that was faxed to them. Upon asking further questions, they both replied with a standard script response, to wit, “I see that this conversation is not moving forward and I will no disconnect our call”. I am not familiar with the intricacies of banking processes but I do know that the bits and pieces of information I have been able to obtain from my conversations with [redacted] customer service representatives points to some shady and possibly fraudulent business practices. My email account is flooded with payday loan vendors and I receive numerous shady phone calls since I’ve been with [redacted] since March 2012. Looking up reviews on this company o the Internet has turned up dozen of similar incidents on sites such as [redacted], and [redacted], all with customers, such as myself and my wife, having access to their legitimately deposited monies into their debit cards blocked as “potentially fraudulent”. [redacted] policy is not to protect customers from others attempting to obtain access to their debit cards. [redacted] policy is not to email or telephone customers in this possible situation and legitimate situation. Their policy is to block customers from having access to their own legitimate monies loaded either by the IRS, Social Security, Employer Payroll, or as in my situation, government issued student loan refunds. At this point, I greatly fear that I will lose my 4,725.04 balance on my [redacted] debit card. The [redacted] debit card is issued by [redacted] and it should be seriously investigated as well as their connections to Plastyc and [redacted].Desired Settlement: While I would appreciate my debit card being unblocked and having access to my student loan refund, I understand from the contents of my complaint that probably Plastyc, supposedly the "risk assessment" department for [redacted] or [redacted], will not provide any assistance towards this outcome. This issue is larger than me and the privacy concerns, lack of transparency, and others, are quite troubling.

Business

Response:

The documentation was indeed received but unfortunately ended up in a spam folder for the agents that review it. The documentation was found and the account has been released. We apologize for any inconvenience that error has caused.

Review: After reviewing my bank account online on 2/**/14, I noticed several transactions that were not mine. While I am here residing in Maryland, somehow, someone used my bank/credit card to make 2 purchases at Walgreens in Miami Address: [redacted]. One purchase for $**.00 and another for $4.59. On this same date of 2/**/14, someone made two cash withdrawals from an ATM called Cardtronics lpc Miami & one withdrawal was for $403 and the second was for $103, both costing me 2 fee's of $1.95 for the transaction. I also noted that someone called my credit card company (Upside/Visa/Metabank) on 2/**/14. This is noted by an IVR fee which is only charged to my account if you call the bank/creditor to ask questions about your account. I DID NOT call them that day, so someone must have called them, acted as if they were me and somehow got my PIN number so they could use my card/information. I immediately called Metabank/Upside to have my credit card cancelled and filed a dispute. I also called the Montgomery County Police Dept whom I filed a report with. The report # is [redacted] filed on 2/**/14. I was told to call Metabank/Upside back and give them this report number, as they would need it to further investigate my dispute. When I called back the next day to give them the report number for their records, they told me "they didn't need it, they have already sent my information to the dispute department and it's too late to add it". I also asked for whom I could speak with to give me updates on when I might get my account refunded the amount that was fraudulently stolen from me (a total of $534.85). I was told "you need to speak to the dispute department, but we don't have a phone number for them, only a fax number". This DID NOT SEEM PROFESSIONAL or REMOTELY acceptable to me, but I had no choice but to just FAX the dispute department a letter requesting someone call me to discuss the status of my account. I have this letter and proof of successful fax transmission on file if requested/needed. NO ONE REPLIED! I believe it is the financial institutions responsibility to refund the amount stolen from me since there is clearly lack of security issues when someone calls to get information about your account. Even with that not being the case.....it is very clear that this is FRAUD....as I can not be in Maryland AND Florida in the same day making these transactions. There had to be camera's at the ATM to show who made these withdrawals as well as camera's in Walgreens where they made purchases on my card. AS WELL AS A RECORDED CONVERSATION of the person who made the fake phone call in my name on 2/**/14. SURELY one would agree I deserve to have my money back by now??? I am requesting a refund of $534.85 back to my account in full without further delaying what is owed back to me! Horrible customer service from this company and complete lack of security!

I have filed credit fraud protection with the Federal Trade Commission and have also filed a complaint with them. I also made another call to the police department today, 2/**/14 in which they told me any other financial institution would/should have refunded my money by now. They are trying to investigate the case, but Metabank is non responsive to them which makes things further delayed which is unacceptable!Desired Settlement: I am requesting a refund of $534.85 back to my account in full without further delaying what is owed back to me!

Business

Response:

After reviewing this account, we see that we have not received the physical dispute forms from [redacted]. We request these form per government regulations in order to fully research the disputes and apply the temporary credits to the account. We have attached the form to this response for [redacted]. Please fax them back to the number on the form. Once we receive these forms, temporary credits will be applied within 10 days.

We have also reversed the IVR fee on 2/** as [redacted] states she did not call on that date. And as a courtesy, we have reversed the $9.95 card replacement fee and the $30.00 expedited shipping fee for [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is completely unacceptable since I DID file a dispute with Metabank and they DI NOT TELL ME I needed to fill out any forms that needed to be faxed in! I was told my complaint has been filed with the dispute department and the only way I could follow up with them is by faxing them a letter asking for someone to contact me with an update to the status of my refund. I have attached a copy of the letter I faxed to the number they provided WITH the fax confirmation proving it was succesfully transmitted. I still have never received a response. I have just completed the forms they requested and faxed it to their disupute department as they requested in this Revdex.com response, but I still find this unacceptable and insist that my account be refunded ASAP! I should not have to wait "up to 10 days" in light of the situation AND due to their horrible customer service and lack of communication as to proper procedure in getting my dispute settled. Attached is the police report I filed and the letter sent to the dispute department in which no one replied to.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately, the Revdex.com does not forward attached documents, so we are unable to view what you had provided. If you would please forward your dispute documents to [redacted], we will make sure that they are forwarded to the correct team. In the meantime, we have contacted the chargebacks team who handle disputes to try and expedite your dispute without these documents in hand. We apologize for the inconvenience.

Review: after ordering an upside card over two weeks ago and contacting the business multiple and requesting to talk to a supervisor and being denied the ability to speak with one. I am now complaining. I have yet to receive the card and it has a large amount of money already deposited onto it, without the card, my money, I am unable to pay bills, gas, ect..Desired Settlement: to receive my card and money ASAP without getting charged for replacement or overnight shipping!!

Business

Response:

We apologize [redacted] didn't receive the first card - it shipped on 6/** so it appears to have been lost in the mail. [redacted] called in on 7/* and spoke with a live agent who advised him on the delivery timeframe - 7-10 days. The card could still arrive within the next day. When it didn't arrive [redacted] called back on 7/* and a new card was shipped on 7/*. We reversed the $9.95 replacement card fee. [redacted] activated this new card on 7/** and has been using it since. If any further assistance is needed, [redacted] can contact ###-###-#### or email us at [redacted] for free.

Review: Last month my debit card was hacked and funds were fraudulently taken from my account. The charges were made in Texas. (I live in Illinois). Anyways, I received an email about faxing dispute forms to a phone number with a Florida area. After faxing the forms twice, I received a letter in the mail 10 days later stating the chargeback unit had not received anything. So this morning (4/**) I called customer service and stated I had faxed those forms. The rep said they had not been received, so I faxed them two more times after I hung up. Before the call ended, the customer rep said a "supervisor" would be calling me within 4 hours. It's not 6 hours later and I have heard nothing. Since I haven't heard anything, I faxed the requested dispute forms (even asked for receipt) 4 more times. I then called Upside customer service and was told there is nothing they could do and do wait for a supervisor to call which is within 4 hours, even though the 4 hours time has elapsed. I don't understand why it's so difficult to dispute charges that are clearly not mine. I don't live in Texas, I have never been nor any desire to travel there. And why is it taking Upside so long to contact me. I don't understand why my faxes aren't going through when I am receiving confirmation that they have been faxed to that number. I even have a copy of the fax that was sent, as the efax service provides this.Desired Settlement: I want an Upside representative to contact me and let me know they are refunding me this money for this fraudulent charges.

Business

Response:

We apologize but the agent misspoke and documents were received on 4/* but the signature on the dispute forms was an electronic signature and not the cardholder's signature. This is not allowed due to regulations. [redacted] can either trying faxing the forms again with an original signature on it or can forward the disputes via email to [redacted] and we will make sure they get forwarded. [redacted] was contacted by a [redacted] yesterday and today and received an email response from [redacted].

Review: My [redacted] prepaid card provided by Plastyc Inc, was blocked once again for who knows what reasons (the manager did not provide the reason). I talked to the Customer Rep first on Friday last week. He assured me that my card will be unblocked by Monday (I faxed all documents twice (My SC, passport and lease). Note that my address has been successfully changed, but my debit card is still blocked while I still have 300$ on it and need to use to make an online purchase. After talking to the Customer Service twice we achieved nothing and now at 10:26am my card is still blocked and I cannot access my funds. This is just unacceptable. I think this business uses fraudulent business practices by holding money illlegally and for a prolonged period of time. Moreover, for some reasons you cannot talk to their Fraud Department and have to deal with Plastyc customer service, which is far from a good one.Desired Settlement: My card is unblocked immediately and funds are available for use.

Business

Response:

This account was blocked due to sharing an address with another card on file that had an excessive credit loaded onto the card. We did indeed receive the fax this morning, but it appears that the fax cut off and we were not able to see the ID, SSN or utility bill / lease. Please refax the documents and we will push to have this account reopened asap. We apologize for the inconvenience but this is ultimately done in order to assure the account is not compromised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Lies and more lies. The person who shares the same address with me is my husband, whose card was blocked as well, but unblocked immediately after he called. By the way [redacted] card Rep told him that it was blocked because canceled [redacted] charges and not due to the the big load of money. Moreover, I see no connections between my husband's load of money and my card that only has 300$ by the way in savings. [redacted] card was aware that we are married since October 2013, when they first blocked my card and requested to fax identification documents.

Furthermore, the [redacted] card response did not provide all details, which are:

On October **, 2014 I have faxed my identification documents together with my lease to 600 number to change my address. My address was changed successfully the next day around 10:30 am. Around 11:00 am [redacted] forwarded these documents to their Fraud Department, which the rep I talked to on Friday confirmed and said that I should not worry and my card will be unblocked by Monday. Just to make sure I faxed the same documents again later on Friday. On Saturday I spoke to the Rep again and she told me that the rep I talked to before gave a wrong info and the block cannot be lifted off on on the weekend and I should wait until Monday. However, she confirmed that the [redacted] forwarded the docs and that it should be unblocked on Monday or Tuesday the latest. On Sunday I spoke to the [redacted] and she was unable to provide the reason behind blocking my card, but said the same thing:wait until Monday and it should be unblocked.

Monday comes and at 11:00am my card is still blocked. I call [redacted] again and they tell me that the fax I sent to them was cut off... Just ridiculous, considering the fact that it has been sent to them by both me and their own [redacted]. I was mad beyond any words, but faxed the docs again at 11:10am or so, but my fax failed due to the problem with [redacted] or [redacted] fax machine issue. I called the [redacted] again and they told me that the machine was out of paper and asked me to fax it again. I did. I faxed it 4 more times (see attachements) with the same result. I called [redacted] again and finally after the hold for like 15 minutes they told me that they will email these docs themselves to [redacted] Fraud Department. When I asked how long it would take - they said - around 48 hours. Are you kidding me? I have my card blocked for over 48 hours, it is their fault it is still blocked and they tell me to wait 48 hours?! They should jump on this issue and unblock it right away. That's what companies who care about their customers usually do. I cannot wait 48 hours. I need to pay for my [redacted] purchase before it is too late and the non payment strike has been issued against my account. I am beyond mad. Who is going to compensate 5 hours off work to handle this issue?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] is correct. There were memos on the account that once her documents were received, the card was to be shipped. And, she should have been offered expedited shipping. This was missed and we apologize for the inconvenience to [redacted]. We have reversed the $9.95 replacement card fee and [redacted]'s card was shipped on 11/*/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: After giving it a lot of thought, I have decided to file a complaint against this awful business. Even if my case doesn't get resolved, at least I could warn everyone else out there not to use upsidecard. My troubles started on 11/**, when I tried to log into my account, suddenly the status was changed to "potential fraud" and asked me to contact customer service. I called customer service right away. and a lady told me that they just flagged my account because of a refund in the amount of $200. I never heard of any bank or business doing a such thing. Especially in my case, I have had this account and have been a premier member for a few years now. She wanted me to provide the receipt. I told her that I might have thrown the receipt away, as I never imagined any use for it. She was very rude and unprofessional. She pretty much told me that it was my problem and she didn't care one bit. Then she told me that she would not do anything for me, and hung up the phone. I called a couple days later, when I told the guy that I couldn't find the receipt in the trash can he suggested that I drive 800 miles to get it, or pay money for the restaurant owner to send me a copy. I was very upset by their funky way of doing business, so I told him to close my account or just refund the money back to the restaurant. He then said that he can't close my account or send the money back to the business. After hanging up the phone, I spent hours digging though my own trash again and found the receipt. I e-mailed them the receipt and a lady named Laura replied back to me saying that was not enough and asked me to provide a charge receipt too. Despite all of their crappy way of doing business and terrible service, I somehow managed to remain calm and told her that I just spent hours digging through the trash. That was all I could find. She told me that she does not care. I had to beg her to close my account or send the money back to the restaurant. I called the restaurant at least 20 times over this receipt thing, now they are even blocking my calls. Once again I begged the customer service lady to contact the restaurant , they will provide whatever they need. She just continued to tell me no, and that she would not do a thing for me. Further more, she told me that my money now belongs to them. I could not believe what I heard and how terrible they are as a business. It is not legal for them to keep my money. They blocked my use of the card and my money, now they have started to charge me a fee every month as well. Just like that lady said, they are keeping and stealing my money. This business is fraud. Here is my account info as shown below,

Name: [redacted] Account #: [redacted]

I need them to either return my account to normal status or close my account.Desired Settlement: I need them to either return my account to normal status or close my account.

Business

Response:

We are mandated by [redacted] and our issuing bank to review any and all purchase returns on accounts in which a purchase was never made. It is best practices in the financial industry that any credit to an account (in this case called an excessive credit) that we need to see the purchase receipt in order to allow the credit. This cardholder in fact had two of these purchase returns on his account for which he cannot provide the purchase receipt. In order to release this account, the merchant will have to force a purchase transaction to remove the funds from the account ($200 and $450). We apologize that this is an inconvenience but we are not able to release the account until that time. If the cardholder has any further questions, he can contact [redacted].

Review: I was charged twice for the same item, the initial charge , I was told was a pending charge, I was told by a representative that I'd get the money back. Another rep told me the money was put back which was incorrect. I spoke to several representatives and no one was consistent with information regarding my account.Desired Settlement: I'd like my 103.45 owed to me

Business

Response:

Pending transactions are removed from the cardholder's online account on the date that a pending transaction is reversed (versus being approved - which the transaction would still show on the account). This is the case for [redacted] I have attached transaction details for both the pending transaction that was reversed on 12/**/13 and the transaction that was approved on 12/**/13. [redacted] can see on her online account that on 12/**/13 there is no transaction there for the PayPal debit and conversely there is no transaction on 12/**/13 for the reversal - they cancel each other out and are removed from online transactions. The running balances on her statement for these day is correct as well. There are no funds missing from this account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has

I have proof that I was charged twice, I was never credited the pending charge of 103.45. I was debited on 12/* and 12/** for the same item and was told by a male rep that I'd have my money in 24-48 hrs.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have attached another document showing transactions as per our response before. The transaction in question on 12/* was reversed and is noted as such in grey and italicized font on our processing application. As you can see, there is another transaction from Walmart that was the same and was reversed. There are no missing funds on this account unless [redacted] did not authorize the second transaction on 12/**. If this is the case, she can use the attached dispute form to dispute that approved and final transaction.

Review: My debit card information for my Upside debit card was stolen and used fraudulently on 10/*/2014. Three separate transactions were issued to my account from an ATM in Miami Florida, when I live in Wisconsin and have physical possession of my card here. I found out of the transactions when I went to use my account at a gas station on the morning of 10/*/14 and it was declined. Upon calling the automated system I was told my available balance was only $5 so I continued on to speak with customer service. She made me aware of the three ATM transactions and I told her that it was not me using the card, I am in Wisconsin. She assured me that I had nothing to worry about and that we needed to start the dispute process. She said she could mail me the forms, but I told her I would just go online and get them. I filled them out and faxed them the very same day. To date I am out $814.75. I called yesterday 10/**/14 to find out the status of my disputes and was told by the rep that there weren't any notes on the account since I filed my dispute. This is unacceptable. Pretty much my whole paycheck was stolen from my account and I have been living on basically nothing for almost two weeks with no end in sight. I had direct deposit with this company and spent A LOT of money through their card and am unhappy with how this has been handled.Desired Settlement: I want the amount that was stolen from my account refunded as well as the 3 ATM transaction fees for a total of $814.75.

Business

Response:

Our apologies, it appears that an agent misspoke. We did receive your forms on 10/*/14 and the dispute is in process. Per Regulation E (government regulations), we have up to 10 business days from receipt of that form to issue a temporary credit. This allows us to do research and chargebacks in the network. The 10th business days is 10/**/14. We have advised our chargebacks team to see if they can expedite this claim but we are not able to guarantee it. If [redacted] has not received her temporary credit by 10/**, please advise us at [redacted] or ###-###-####. Please note that this credit is only temporary and per regulations we have up to 120 days to research the disputes further and may decline the diputes if found to not be fraudulent.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The 10th Business Day would be tomorrow, 10/**. The dispute form was faxed and received on Saturday 10/*, and should have been received right at the beginning of business on 10/*.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

It could possibly be that the funds will be returned tomorrow. But the fax was logged on 10/* (Monday) and 10 business days from that date is 10/**. We will do all we can with the chargebacks team to expedite this request for [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,