Plastyc, Inc.

Review: I requested to have my card replaced because it was lost. I requested this card on 3/**/14. The website shows it was shipped on 3/**/14. To date I have yet to receive the card.

I then requested express shipping (as stated by representative express shipping is 2-3 days) that I was told I had to pay for on 4/**/14 and as of 4/**/13 I have yet to receive the card or a tracking number.

The customer service from this company is disgusting. I work for a major wireless company and if I spoke to my customers as they spoke to me I would not be employed by my company. I was shown no empathy or care for the issues that I have had to endure from the mess they created by not sending me my replacement card. One representative even told me that it is not their concern what happens to the card AFTER it leaves their business and if I had a problem I needed to speak with the postal service.

The last representative that I spoke on to on this morning (4/**/14) was THE WORST representative out of all of them I spoke to.

I was informing her that today is the [redacted] of the month and that tomorrow if I do not have my card I will be given late fees if I do not have my card. She told me that I don't need to worry about tomorrow that I need to worry about today.

I have NEVER dealt with such incompetence from a company.Desired Settlement: I want to be credited for the charges I was given for shipping of the replacement card and the express shipping for the second replacement card sent.

I want to get the card that I was told TWICE I was going to receive and have not received.

Business

Response:

We apologize for the inconvenience [redacted] has incurred. There was indeed an agent error who forgot to escalate the expedited card. [redacted] received a call on 4/**/4 from a [redacted] who advised him that we would reship a new card with expedited shipping and waive the $30 fee. As this was a Friday, the card will ship today via UPS. A tracking number will be provided to [redacted] tomorrow once we receive the updated information from the card production house.

Review: I applied for the Upside debit card for my teen daughter. Upon receipt of the card, I tried to set up a parent login as well as a teen login as advertised by the card. We had problems doing this and so I called the customer service number. First, we were immediately notified that the call would cost $2.00 to go any further. Not very happy about that. The representative advised that he could not help and my daughter needed to wait 24 hours for her account to unfreeze. I was not happy with this and asked to speak to a [redacted]. I had preloaded the card with money and couldn't use it and they couldn't help. The person advised me all [redacted]s were busy and they would try to call back within 4 hours. SO, I waited. After 5 hours and no call I decided to call back. I spoke with another representative and she as well could not help. Then she said we do not have a [redacted] here. Clearly I am not happy. this card is for a teen and if she were in trouble NO ONE can help. Again, I expressed my displeasure. The girl then put me on hold and came back telling me she did speak with a [redacted] but she was leaving in 15 minutes so to call back tomorrow. I lost my cool. She lied to me then said well I have a [redacted] here but essentially won't help me. At that point, I decided this was not the company for me. I asked her to cancel my card and refund my money. The girl said fine. When asked for a confirmation for the canceling of the card she said we do not send confirmation and that I would just have to take her word for it. Oh it gets better... After 72 hours I saw no refund of my funds and decided to call the credit card I used to prepay for this card to notify them that I want to disputer the charges. After waiting awhile week, Still no refund. At this point, the dispute department of my Capitol One master card is helping me dispute the charges. The lady from chase called the Upside card and we had a three way call. Again, the representative from Upside was vague and rude. He kept asking why would you want to cancel and they had no documentation that I was angry and tried to call. Meanwhile, he said he would not confirm that they cancelled my account and then proceeded to tell me that they will keep all of my personal information and daughters, including social security numbers, for LIFE. That is crazy. Also, he said it would take up to 45 days to get they money back to me and it would be mailed not credited back to the original payment. He was so abrasive to me and the people from the dispute department. he wouldn't answer any of our questions and lied on several occasions. Bottom line, he hung up on us and I was in tears. The way it was left was my Capitol One master card people are fighting this for me and have refunded our money. HOWEVER nothing to Upside has been done. This is fraudulent company and they have all of my identification and I want it removed No company should be able to keep this for Life RidiculousDesired Settlement: I want my personal information as well as my daughters removed from their systems. I do not want them to have the ability to access my information.

Business

Response:

We apologize that the call center was unable to assist you with these issues; though [redacted]s are always on duty, we request what is typically a four-hour wait to receive a call back from a [redacted]. This provides us time to research a matter instead of having the customer wait on the phone or get no answer until such research can be completed.

Your account is currently closed and all call fees have been refunded to the card. Per our terms and conditions, we do require up to 45 days to send a refund check for any balance remaining on the card but, for this case, we have found a work-around to get the funds back onto your funding credit card ending in [redacted].

We are working with product services to see if we can get your information scrubbed from the system; something we do not like to do for fraud prevention purposes (and something that banks typically don't do). But, you can be assured in the meantime that all information is securely stored with tightly encrypted databases and servers.

We are sorry that we were not able to provide you with the services you desired. If you have any further questions, please don't hesitate to contact [redacted] for free.

Review: I have a checking account with this company, and I did not have my apartment number on file when ordering replacement cards. For that reason, the cards were returned to the company and my account was marked as Potentially Fraudulent. Why it is their practice to mark accounts as potentially fraudulent in such situations is beyond me. At any rate, I attempted to contact them by phone, but their interface does not give you any option to proceed without first entering a card #, and I did not have access to my card (obviously) from which to enter the #. I contacted their customer service department by email and received this instruction: "Please fax over a clear copy of your ID, your SS card and a current utility bill (not a cell phone bill) with your name and current address on it to our Risk team at ###-###-####" I did not wish to fax over such personal information, especially when being directed to through an email message--that seemed like a textbook phishing scheme--so I responded and said that I was not comfortable doing so. 4 days later, after no response, I emailed them again. They finally responded 9 days after my initial message and wrote the following: "Your card is flagged as Potentially Fraudulent. We cannot release your account without you faxing a copy of your license, SSN, and utility bill to our RISK team. This information is completely secure, and is destroyed once your information is received and confirmed. Without these documents we cannot release your account." I attempted to call them again, and this time I found that if I simply waited on the line for a long time, I would then be given the option to speak to a representative (the option to do so was not given at the outset, and the company discourages phone calls in favor of emails; in fact, it charges customers for each phone call). The representative told me I would in fact need to fax the information to them but that I could obscure all but the last 4 digits on my SS card and that the alternative would be to have the company send the funds back to the originator but that that process would take 6-8 weeks. I debated both options and decided to fax the information. However, the fax would not go through, despite my trying 4 times. The fax machine I used is one I use all the time, and it completed several other faxes that same day, so the error appeared to be on PLASTYC's side. I then responded to the ongoing email chain to ask whether I could send the information by email instead. That was on January **. It is now February 6, 10 days later, and I still have not received a response.Desired Settlement: PLASTYC should (a) have a policy of responding to customers within 48 hours, (b) should not mark accounts as potentially fraudulent because of a returned card without first attempting to contact the customer, and (c) should provide another means of account resolution in such situations besides requiring the customer to fax over personally identifying information.

Consumer

Response:

Hi [redacted],

Review: I decided for many reasons to close my account with this organization which handles their Upside Pre-Paid card. First, for the unprofessionalism and secondly, for their horrible customer service this company provides. I closed my account with this organization on October [redacted], 2013, and wanted to have a check sent to me for the balance on my account. I had spoken to many people within their organization, including the [redacted] and a [redacted] by the name of [redacted], who both told me 2 different stories regarding my refund check. I have emails regarding my account, stating that the check was returned back to them after being sent out, and then a conversation with the [redacted], stating that it takes 45 days for a check to be delivered to me after closing an account, and the multiple conversations I have had with their customer service department regarding my check and when I would receive it. I had many different stories about the time limit and when it should arrive. I just want my moeny back from this company, and be done with it. They owe me $6,080.11. I need this investigated for bad banking practices.Desired Settlement: I want my money returned.

Business

Response:

We understand the frustration of [redacted] with this matter. Per our Terms and Conditions, we request 45 days for a cardholder to receive a check due to the process it takes to request and send the check - unfortunately, this is out of our hands as a card program manager and is handled by a third party's bank. The check was sent in a timely manner per those terms and conditions, but was returned to the issuing bank due to it being undeliverable at the address that [redacted] has on file. Once [redacted] contacted us, we worked diligently to find out what happened to that check and requested that a new check be sent out as soon as possible to the new address that [redacted] advised us of. This took under a week (not another 45 days) to research and request a new check. The check was sent on Wednesday 11/**/13 via USPS and should be with [redacted] very shortly, if it is not already.

Review: The problem started on March 1[redacted] when I went to the UPside card website to load my prepaid phone with minutes. I purchased minutes in the amount of $50.00, but then my cell phone froze. It started working a couple minutes later, but had made 3 transactions in the amount of $50 each instead of just one. Here it is almost a month later and no one seems to know when I'll be getting a refund. I was told it only takes 24 hr for a refund after a [redacted] has confirmed my phone number,name, and the card that was used in the transaction, but now the story has changed, I was told now some one from corporate has to look at the problem and it is going to take some time. I don't understand how it can take second's for them to take your money out your account, but when you are requesting a refund it takes months. I will be closing my account soon, I WILL NOT RECOMMEND ANY USING THIS CARD!!!!!!!!Desired Settlement: I would like my money back A.S.A.P. I also feel like they should compensate me in some type of way for waiting this long, not getting any answers and getting the run around.

Business

Response:

We understand [redacted]s frustration but unfortunately we are not able to refund the $100 as the transactions went through as purchases to [redacted] will have to speak with [redacted] directly to cancel those PINs and refund her card, just like if returning goods in a store. But, if [redacted] would like to add those minutes to the recipient cell phone, the following three PINs can be used from [redacted] so she is not "out" of any funds - [redacted] has also been advised via email.

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[redacted] can not give me a refund because the transaction was not made through their payment center and [redacted] card can not give me a refund until I find the Authentication Key that was used when the transactions went through. Here are the 3 codes [redacted]

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

Sincerely,

Business

Response:

Unfortunately we are not able to do that. This was a purchase made, we do not hold the funds. [redacted] received the money. If [redacted] would like to start a dispute we have attached the dispute form for her but be advised that most likely the dispute process will have the same outcome. We recommend that [redacted] use the PINs provided and paid for.

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 would just like a refund

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

Sincerely,

Review: My card has been block for more than 90 days I have contacted customer service about my balance 8 different times . Every Time the giving me the run around saying Green Dot needs to send Release email about case. I called Green dot to confirm case is closed dispute for $120 load my account balance was $650 before card was blocked and monthly fees this company is a scam rip off . Customer service rep said I need contact Green dot I have a account with upside not Green dot why is this company pushing customers off . My card Number last four [redacted]Desired Settlement: I am requesting a full fund check for my remaining balance and close my account

Business

Response:

We have contacted Greendot to see if this card can be released. Greendot responded with: The account will remain blocked because the CH has suspicious reload activity, one pin dispute (willingly provided) and the account was flagged by RPO due to unusual activity on the card or across multiple cards. We cannot release the card at this time. If [redacted] would like to close his card, we would be happy to refund the balance of the card less any openly disputed amount from Greendot. [redacted] can contact ###-###-#### or [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:

I would Like to know the full amount that I am going be refunded in Dollars and cents . And when are you going to processes Refund it has already been 4 months ?

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

Sincerely,

Business

Response:

The contested moneypak load is for $400. Per Greendot, we need to retain those funds until the case is resolved by them. In the meantime, we will return all other funds ($253.61) to [redacted] at his address he has on file. If [redacted] has any further questions or concerns, he can contact us at [redacted] or ###-###-####.

Review: I am a card holder of this company...using the Upside prepaid card. They authorized an ATM withdrawal ($100 plus atm fee of $2.95 and their fee of $1.95) that I did not make nor receive any funds for. So I filed a dispute. I have called their customer service center several times...when it came to verifying my personal information, it was shown they have incorrect information that I did not provide them. They have my zip code as [redacted] when its really [redacted]. A mistake on their end that they refuse to fix without me faxing proof! It costs money to fax and I feel as though since they made the mistake they should fix that, not me! When I first applied for the card I entered all my info correctly...that is how I received my first card! So how they suddenly changed my zip code without my permission baffles me and on top of that, I will not get the new card because the post office will not deliver to an incorrect zipcode. So now my direct deposit from my employer, the money I worked hard for will be lost in limbo until they decide to fix this problem. If they do at all! Every rep I speak to has a different story of how the dispute process works, I asked for a supervisor on 3 different occasions and was told I would be called within 4 hours and never was contacted by a supervisor. They are abusing me as a consumer of their product and I just want ALL of my money back and then terminate my business with them!Desired Settlement: I wish to have the fraudulent charge of $102.95 and $1.95 returned to me and for them to correct my personal information that they incorrectly entered into their system so I can get my card and my deposit!

Business

Response:

We apologize for any inconvenience in regards to this issue. The zip code was changed as the old zip code didn't verify at that address. We have gone ahead and changed it back. The card was shipped on 11/*, so please email us if you do not receive it within 10 days from that date.

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:

only part of my complaint was tended to. There is still the matter of $102.95 + $1.95 fee that I did NOT authorize and did NOT receive any funds from this transaction. Nobody knows my private pin, so how did this happen?

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

Sincerely,

Business

Response:

Our apologies for missing this part of the complaint. In order to dispute any transaction, please fill out an return the attached dispute form to start the dispute process - this is required by new federal government regulations.

Review: I filed a dispute due to an unauthorized charge on my bank card and it has caused me to overdraw my account due to automatic debits hitting my account. I asked to speak to someone in the dispute department to find out if I would be receiving a provisional credit and I was told they had no way of contacting the dispute department. Ive been with this company for almost 6 years and Ive spoken to someone in the dispute department before. This charge was unexpected and unauthorized and it has caused a major inconveince to me and my family I just want the provisional credit to be applied or someone from the dispute department to contact meDesired Settlement: Either the provisional credit to be applied or someone from the dispute department to contact me

Business

Response:

In order to complete a dispute, please use the attached dispute form and fax it to the number on the document. Provisional credits will be issued within 10 business days of receipt of this document. Please note that our chargebacks team has up to 120 days to research the dispute after the temporary credit is given and will either change it to a final and permanent credit or reverse it if the dispute is declined. You will be contacted by the chargebacks team either by phone or post once the documentation is received.

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] I've already sent over my dispute forms twice

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

Sincerely,

Business

Response:

A temporary credit for the $299.83 was issued onto [redacted]'s account today. Please note that this is only a temporary credit while the team researches the disputes, for which they have up to 120 days. At that time, the dispute will either be reversed or settle to a final and permanent credit.

Review: I signed up for a upside prepaid debit card months ago. I used the card to pay bills and to have a safe place to put my money being that I do not currently have a bank account. One day I tried to withdraw 150.00 from my account but the atm used had a transaction error so it took the money out of my account without actually giving me the money. At first I was furious because I needed to pay my electric bill but after speaking with several customer service rep I was reassured that if the atm company did not refund the money back to my account within a few days the upside card company would personally refund the money to my account. After a few days I contacted upside because the money had not been refunded and I needed them to replace the money into my account . That is the moment when things took a turn for the worste. I was then told that they would not refund my money and I would have to file a dispute which could take up to 30 days . I could not understand how they completely changed their story after I had been reassured by several customer service reps prior to this that they would without a doubt refund the money into my account. At this point I was furious and not only were the customer service reps disrespecrful, I was constantly hung up on , given misinformation and was unable to speak to a manager; they still to this day have refused to refund my money. After the dispute was settled and the company refunded the money to my account they marked my account fraudulent and refused to let me take the money out of my account . I told them to close my account and they claim they did but they will not cut my check for the money remaining in the account and they are still charging me monthly service fees ! The supervisers who have called me have been extremely rude and refuse to give me a valid reason as to why my account is fraudulent . They make all of these accusations but give me absolutely no proof to the claims. This card company is a scam and needs to be closed down .Desired Settlement: I would like my money back immediately and I should be compensated for my pain and suffering. I would like to see this card company shut down. I am currently seeking a lawyer to find out what my options may be . My electricity did get turned off because of this and I lost 200 dollars worth of groceries. They also have been the worste company I have ever dealt with to this day.

Business

Response:

This dispute for the ATM transaction was given a full and final credit for the full amount on 5/*/13. Access was denied to the card as the address or phone number was linked to 133 prepaid cards according to our issuing bank, MetaBank. After reviewing this complaint, we have gone ahead and released the account and [redacted] is now able to use her card again but we highly recommend that she file an ID theft report with her local police. Please note that the activity on card, loading funds via MoneyPak (cash) and then using ATMs to unload the card immediately is seen as fraudulent behavior by the federal government and this card will be closed permanently if [redacted] continues this activity.

Review: On 7/**/2013 and then again on 10/**/2013 I had requested checks be issued to pay bills to a credit card and to a co-worker. Neither of these checks arrived to the parties they were addressed to. I was told on both occasions that the only recourse I had was to stop payment on the checks. This would be fine except for the fact that there is a $25 fee that I have to pay to do so. I could accept this if it was a 1 time random occurrence, but twice in 90 days in absolutely unacceptable. In both cases I gave the checks almost 30 days to arrive. Since clients are required to have checks sent directly from the bank and not delivered by myself directly, how am I to know the check even left the facility and that this is not just another way for a bank to charge clients unwarranted fees? It is ridiculous that my only course of action is to pay $25 while Upside sits on my money.Desired Settlement: I would like the fees refunded to my account as these issues did not arise because of anything that I as a client did.

Business

Response:

We apologize that two of your checks did not reach their destination. As you have written many other checks that were fine, you are aware that this service typically works well. We got confirmation that your checks did issue and were sent on the requested dates, so they must have been lost in the USPS mail system. We have gone ahead and reversed one of the stop check fees for $30.00. If you have any further questions, please don't hesitate to contact us.

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 will be resolved once the $30.00 is refunded.

Sincerely,

Review: I am a holder of a prepaid debit card issued off of MetaBank called UPside debit card. I have used this card with no problem until 2weeks ago. I have my payroll check deposited to this card. Reading the guidelines of how to use the card and its online statement it states you can withdraw $400.00 per transaction up to $500.00 a day with a limit of 20 transactions a day. Ok, fair enough. I dont use the card that much. I went to withdraw $400.00 off my card at a local [redacted] and it declined me (March **,2014). I called the UPside customer service line which they charge .99 cents to use per call and $2.00 to speak with a person. I called to verify my PIN and speak with a rep ($2.99 same day). Rep reasured me I should have no problem. Went back next day, same thing. Called back (another 2.99) to discuss issue and was told someone would cal me back. THEY NEVER DID!! Let a few days pass and tried it again, no funds. Called back, this time its a "glitch" that needs to be reviewed (3/**/2014) no call back. I try emailing to them and no response to the previsou request but was told more info was needed to assist me. I cant pay my rent because of this issue and now I am being evicted because I wanted to pay with a money order and coulsdt all becuase they dont know what they are doing or couldnt help me get my money off of this card!!Desired Settlement: I want all of my fees refunded that are associated with this issue that they have charged me. I want my eviction fees paid and the late fees associated with this issue.

Business

Response:

After reviewing [redacted]'s account, there was no attempted ATM on 3/**/14 at [redacted], but there was attempted cash back at point-of-sale on 3/**/14 and three on 3/**/14 in the amount of $400. The attempt on 3/**and the first attempt on 3/**were declined as, per our Terms & Conditions, exceeding the accepted amount of cash back - which for our program is $60 per transaction, up to 15 transactions in 30 day period. The second and third attempts on 3/**were declined due to an incorrect PIN used. If [redacted] would like to take out $400, she will need to find a physical ATM machine that accepts [redacted] or [redacted] network cards. As a one-time courtesy, we have credited [redacted]'s account $9.96 for the calls she has made to customer service (4x $0.99 IVR fe`e + 2 x $2.00 live agent).

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 reviewed UPside's explanation of your terms and conditions but YOUR CUSTOMER SERVICE REPS advised I could use the [redacted] counter to obtain my funds. The issue is YOUR reps informed me I could use this particular service to retrieve my funds. At no time during all of the calls I made did any of your reps advise to use an ATM if your transactions keep bieng declined. I was told the [redacted] counter was like using an ATM without incurring all of the fees. I received every excuse from "Reset your PIN to its a "glitch" in our system. Because I TRUSTED the advice of your customer service who are obviously uninformed of what your limits are and how to resolve issues. I am now being evicted because I was told to wait on "US" to contact you because you may not be able to use your card. The issue is not the of the ATM and fees being incurred, the issue is I was told one thing while the issue was something different and couldve been resolved alot sooner had I been directed to OTHER options of getting my money. At no point did anyone say...USE AN ATM MACHINE TO GET YOUR FUNDS OFF OF YOUR CARD!! At one point I was told I used my card 20times in one day when I had never used it that day at all and that was the reason why I couldnt get my money. The legal fees I have been charged are $171.00 which I feel need to be refunded to me to cover the court costs I have incurred "waiting" to get access to my funds.

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

Sincerely,

Business

Response:

We had stated that we would pay all late fees incurred, not other fees. As mentioned previously, we have listened to all of [redacted]'s calls to the call center and it was never mentioned to [redacted] that she can take money out at a [redacted] counter, and in fact our T&Cs and FAQs state explicitly what money withdrawal capabilities the card allows. As [redacted] had other means to pay her rent but chose not to, even after it was late, we feel that it is not our responsibility to pay the eviction fees; but as a better business practice, we have credited [redacted]'s account another $205.

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: I've been a cust for 5yrs my card expired and they want too much personal info DLS as and a light bill I faxed it 10 times from several places kinkos fed ex I get paid this week and was told all my faxes were too dark and they wouldn't update my address I always plan ahead on my expiring cards I never had an issue till now they charge to talk to their customers they charge a dollar to call or 2 to speak to a live person u have to wait four hours to have a supervisor call u they denied me to change my address after numerous faxes on [redacted] on their page people have the same issue freezing money u can verify your name d.o.b as number and address before they tell you anything you can't change your address they always remind you to use online for access they are lazy careless I switched to netspend had a issue paying online had this card for three days and called them for free they fixed it and called me back to make sure my phone bill got paid that's customer service and I have my info over the phone and they called to say my personal card will be here in one day upside needs investigation or to be closed heartless we almost lost our car because I knew what I had coming and committed to my debtors I told them this wasn't a concern all they say is 48 hours my fridge and cars would be empty by thenDesired Settlement: I think they owe me the fees for that month and I've charges

Business

Response:

Typically we would not ask for the verification documentation [redacted] speaks of, but in this case we were required to by our bank as the card, when shipped, had been intercepted by a fraudster and according to [redacted] on a phone call with the call center stated that he had not received the card. As [redacted] is a Premium cardholder, he is not charged for the call fees or live agent fees that he mentions so no reimbursement is needed there. We have, however, gone ahead and reversed the $9.95 card replacement fee on the account.

Review: I filed a dispute 2 weeks ago and I haven't heard any news on the status of my claim. What they have done was caused more inconvenience by placing my card on blacklist and fraud with no explanation!! I asked why my id, social security card,and utility bill had to be sent in and I was told it was to verify. My identity, but I also asked why my catch was blocked and the "manager" Ryan refused to give me a reason stating he himself didn't know. When I then requested to speak with the "risk" department he lied to me saying they don't have a contact number. I've been with this card service for 5 years and I'M tired of the lack of communication within the departments and the lack of customer service. I have the RIGHT to know what's going on with my account and why I need to send confidential information via FAX without knowing why I'M sending it. I have been a victim of fraud and they show no compassion or concern.Desired Settlement: Want to know why my account was marked for fraud and I want someone from the risk department to contact me.

Business

Response:

We apologize for the delay in getting the temporary credit to your account. It appears that the chargebacks team had not received the dispute information requested via fax and therefore could not continue the dispute research. The temporary credit therefore took 14 days instead of the 10 days required. Please note that this is only a temporary credit and we have up to 120 days to research the dispute further, at which point the credit will either become permanent or removed.

Regarding the potentially fraudulent status on the card, this was done due to Visa regulations were the companion card did not have a valid date of birth attached to it. We have released the account as [redacted] verifies as the primary cardholder, but we will need the date of birth for [redacted] soon or the account will be marked again. Please provide that via email to [redacted] or by calling ###-###-####.

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 Answeyr Here]

that is a load of bull crap. I have my FAX records where I sent my dispute information the next day after I filed the dispute and was told by the same manager Ryan that I wouldn't be receiving the provisional credit. It was marked on my account. I also was not given the information about my companion card I was informed that it was because my identity needed to be verified. UPside card needs to accept responsibility for what they've done, the unprofessionalism and the lack of customer Service. I'M appalled at the managerial positions and how Ryan handles or doesn't handle important situations like this.

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

Sincerely,

Business

Response:

A temporary credit for the dispute was issued to the account on 1/**/14 in the amount of $95. If [redacted] would please resend the dispute form attached to [redacted], we will make sure that it gets to the chargebacks team as quickly as possible. All of [redacted]'s accounts are now open. But as requested previously, please provide the date of birth for the companion card in the name of Richard Wayne Adams, or the accounts will be marked potentially fraudulent again by our issuing bank per government regulations.

Review: I've been doing tax individual returns for 15 years . In the past I have had problems getting my money from certain people after they would receive their refund so those individuals allow me to have my payment sent to my account direct deposit. The day their refunds gets deposited my fee gets deposited into my account too. I had four deposits in February totaling $985 from four different people.The bank froze my account on February [redacted] when the first deposit came through. I didn't know the account was frozen right away because its nit me only bank account. When I contacted them I was told why the hold had been placed and that iI had to send my social security card,driver's license,and a bill in my name which I submitted almost three weeks ago. They charge you you call and they charge a monthly fee of two dollars,they claim the account is frozen but they take those fees out. I have written over four emails asking what is going on and that if their going to send the funds back to the [redacted] to go ahead and do so because I have another hundred dollars in there that's not from any of those refunds.Desired Settlement: Release the hold on my account so I can access my money and send the money back to the [redacted] so that the money can go back to my clients so they can then pay me for my services.

Business

Response:

We are regulated by the federal government to no longer allow tax returns on prepaid cards that are not in the cardholder's name. These multiple loads need to be returned to the [redacted]. This can take up to 8 weeks for the [redacted] to complete. Do to this activity, we must receive the cardholder's ID, SSN and utility bill to release the account once the funds are removed. There is no memo on the account that a fax has been received. Please fax this to ###-###-#### for verification. We have reversed the $0.99 monthly fee that was charged for March.

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]

I faxed what they wanted since 2/**/15 and I have attached proof that the fax was successfully sent. I had to pay for the fax and I am not sending it again.I was told it would take five business days for the account to be removed from the hold. They also say on their website that they respond to emails within 48 hours but I have sent numerous emails that have yet to be responded to.So don't believe that they are sincere in what they are saying because they are not.I want them to close the account,refund my money that's not associated with the deposits and send the funds back to the [redacted] so my customers can receive the money from the [redacted] so they can pay me for job.Upside can go to hell.

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

Sincerely,

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]

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

Sincerely,

Business

Response:

There was nothing in the response denial from [redacted] so we have no action here to take.

Review: Before this company closed my account, I was due a refund check and never receive a refund check. There should not be a negative balance on my account, there should be a credit of over $1000.00. Where is my refund check. These charges need to be reverse.Desired Settlement: Before this company closed my account, I was due a refund check and never receive a refund check. There should not be a negative balance on my account, there should be a credit of over $1000.00. Where is my refund check. These charges need to be reverse.

Business

Response:

[redacted] has now been told on multiple occasions (email, phone and physical mail) that her disputes have been denied after researching the disputes with the merchants and ATM providers. We have closed her account due to this misuse and sent a letter from our issuing bank, MetaBank. The disputes were denied due to ATM use immediately after funds were loaded onto the card ($866.45 and $222.67). There was no PIN attempt made (i.e. someone trying an incorrect PIN), no PIN query made on the IVR, and no further attempts were made once there was not enough funds on the card to make an ATM withdrawal. As well, [redacted] stated that she never lost the card and has had it in her possession. That being said, temporary credits were initially given for the disputes and [redacted] spent those funds. She is not "out" any money as she spent the temporary credit funds - when the temporary credits reversed, the account went into a negative balance. We are not asking [redacted] to reimburse our bank for those funds that she spent and will not pursue any further reclaimation. We are considering this matter closed.

Consumer

Response:

What are you talking about, the card was stolen and a new card was issue. If you notice the transaction was made in another state. I do not live in another state. I live in California. So you are accusing me of something I didn't do. On the card, I was owe money and before the money was even issue to me, the card was closed. Of course I am not paying any money back because I don't owe you any money. YOU OWE ME MONEY!!! I would like my money before the card was closed by your company. What a joke, you took fees out my account and now your stealing my money!!

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

Sincerely,

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 person who is writing the Revdex.com is not understanding the issue. There was an Amazon credit to the account. When I look to get my money from the Amazon deposit, the account was negative. If you do not owe me nothing, why is my account in negative balance, why is not in zero balance. Why did I not receive my Amazon funds???? That money is not yours but mines, even the agents were confused because they even said, the account went negative all of a sudden when the day before it was a credit on my account. This makes no sense. I have documents from your company crediting my account so why is it negative????? You accused me of a dispute when charges were clearly made in another state. How can I make these charges when I live and work in a different state??? You are not addressing the issue and not telling me on why I was not able to obtain my money when the account was positive with a credit: 09/**/14 Credit Amazon.com Marketplac +$69.47. If I do not owe any money, why was I not able to obtain the funds which was the last deposit. I want my money that belongs to me which is $69.47. This company is clearly ripping me off. If you are confused, please have someone works on this matter, thank you!!

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

Sincerely,

Business

Response:

We have explained to [redacted] multiple times since July that we do not owe her any funds. She spent funds on her account that were temporary credits for disputes that were later reversed due to our finding with the merchants. But, in order to close this Revdex.com complaint, we will be sending [redacted] a check for the amount of $69.47. She can expect the check within 45 days.

Review: I filed a dispute on September [redacted] I was told I'd receive a provisional credit in 10 days I still have not received my credit. Where's my creditDesired Settlement: My 250$ credit

Business

Response:

Temporary credits are provided within 10 business days. We received [redacted]'s written claim dispute form on 9/*/14 and she received the credit on 9/**/14, within the 10 business day guidelines.

Review: I filed a dispute on my card ending in [redacted]back in February and now in April saw the reversed provisional credit meaning the claim was denied. I need to know why this company has allowed someone to steal 299.00 from me and get away with it? Why I don't have an answer as to why my claim was denied and no one knows why?Desired Settlement: I want a call or response as to why money was allowed to be stolen and why it's acceptable to not let a customer know why their claim was denied. I also want the money back onto my card I had 74$ in my account

Business

Response:

[redacted]'s dispute claim was denied and reversed on 4/**/14. With further research, the merchant sent us the signed sales draft of the purchase, meaning the card was swiped at the time of purchase and the receipt was signed. As other charges existed on the account after that purchase (between 2/**-2/**) that were not disputed, it is apparent that [redacted] had the card in her possession and made the purchase on 2/**for $299.83. [redacted] has been sent a letter and a copy of the sales draft as proof. If [redacted] has any further questions, she can contact us at ###-###-####.

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 called into y'all and was told I couldn't file a dispute or replace the card until the transaction posted to my account it didn't post on the [redacted]. I placed orders online and continued daily living until it posted then had the card expedited to my home. A receipt is not proof that the transaction was done by myself. I don't shop at homegoods and I never have in my whole 5 years having been with this card company. I called and had my card replaced as soon as funds cleared, and it had all my money on it. Someone needs to reevaluate this dispute because I [redacted] did not make a purchase at homegoods, I will take legal action against UPside if this is not resolved. I also want my account closed, I'm tired of UPside card and the lack of compassion for their long term customers.

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

Sincerely,

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:

It has been 4 days that my account has been suspended, I am now late on rent and this is causing major financial problems in my life. Ive had a direct deposit hit my account this morning, the account is only overdrawn by 85 $ now I will fund the account as soon as my card is released from being suspended

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

Sincerely,

Business

Response:

We received authorization from [redacted] to transfer funds from her active card to cover the negative balance on her other account. $85.05 was transferred and [redacted]'s card was reactivated on 5/**/14. If [redacted] has any further questions or concerns, she can contact us at [redacted] or [redacted]

Review: My husband and I activated our account with upside visa and both of us used the direct deposit form given on their web site for our direct deposit. The direct deposit on the account was closed and so neither of the deposits went throuh to the account. I called the company that am to see if there was a problem and was told no it was an active account and she could not tell me if a deposit was pending until it hit account. My husband and I contact both of our employers to ensure that direct deposit went to right account number and it did. So my husband called upside back and that when we found out that the direct deposit gateway was not turned on to the account even though upside had a form on account for me to print off for direct deposit. My husband was told that it would be correct and if deposits were not on account in 4 hours to call back. In 5 hours it was still not on account so he called back and was told that it did show where he had called and they were working on it and some one would call us back in an hour. well no one called back so he called them back and was told that it was being worked on. He asked to speak with a supervisor and was told that a supervisor was not there and it was being worked on. They tell us it is being worked on and when we told them that we know why it did not go thru they start saying well and umm alot. The deposits were over 1500 dollars and it is the only sources of income for us and they will not help us we just keep getting told it is being worked on. We have young children and now no money for groceries. This is an uncaring and unhelpful company. When direct deposits get taken care of this account will be closed. They have our money and say it is being worked on but do not return calls to me.Desired Settlement: I want both my deposit to be in my account

Business

Response:

[redacted]'s account was closed due to inactivity after 120 days so the account would not incur the monthly maintenance fee. This caused the direct deposit to be turned off as well so no direct deposits could be loaded onto the card. We have confirmed with our issuing bank, MetaBank, that the two loads in question were indeed returned back to the funding bank and did not load onto the card. Below is the reversal information from the bank:

$ 746.00 was returned on 8/** RTN TR #[redacted].

$ 855.29 was returned on 8/** RTN TR #[redacted].

[redacted] will need to confirm with the funding bank that they have the funds. We have turned the direct deposit function back on and if [redacted] would like to attempt these loads again onto her UPside card, she will not incur any issue.

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:

This company has repeatedly sent me email staing that it was not on their end and did not know what I was talking about. They are rude and was told numerous time my account was active and there was nothing wrong with my direct deposits. Now they finally say that it was because my direct deposits were turned off after stating repeatedly that my direct deposit was indeed on. They did nothing to investigate this issue or assist in correcting it. Infact [redacted] sent me email stating he was one that activated my direct deposit and it was working and now we see that this was untruthful. I have attached all correspondence between myself and company for your information. This has cause me to be late on several bills as my car payment was due also my phone and also this has left my family with no money for several days as now I have to have deposits reissued. I informed Upside of this issue and was again told it was not on their end so now I have no money and have to pay late charges on 3 bills that are now late. I printed out the voided check from my account and gave it to my employer as so did my husband. I done nothing wrong and was made to feel like it was all my fault. I intend to contact an attourney and see if there are legal actions I can take as Upside doesnt seem as they want to take responsibility for THEIR mistake and it has caused a hardship for me and my family.

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

Sincerely,

Business

Response:

We apologize that our customer service representative misspoke - he did indeed reactive the card account, but this unfortunately does not reactive the direct deposit account. This was done in our previous response to the Revdex.com complaint. We would be happy to pay any late fees [redacted] incurred from 8/** to 9/* - the period in which the account was made active again, but the direct deposit account was not. Please provide billing proof of these late fees to fax number ###-###-####.

Review: I was traveling from the west coast to the east coast on 10-**-14 and had dinner prior to my departure. Upon giving my UPside card to the server, she ran it through and notified me it was declined several I times. Puzzled, I checked my online account and there was $1800+ in my account at that time. I called UPside card and was told my account was marked as fraudulent and the only way to remove this was to fax in my drivers license, a social security card and a copy of a utility bill. Here I am in an airport about to get on a 6 hour flight and my account is on hold ( and I will have to pay for my car parking upon arrival into Philadelphia). The account rep '[redacted]' id #[redacted] told me there was nothing anyone could do to assist me and I had better fax that information in.

I am smart enough that I use e-fax and I had my social sec card on me and my DL and could pull a utility bill online. I faxed all that information in to UPside and received confirmation from e-fax that my information was successfully sent. I called UPside card to tell them I had sent the requested information and they then informed me it would be reviewed and faxes were reviewed very 4 hours. The story then changed to it would take 24-48 hours for review and would I like a [redacted] all all back. Iq very clearly told the most unhelpful customer service rep that I was now boarded on a plane and could not be reached for 6 hours at least and I had completed the required information and why was my account still marked as 'fraudulent'

I was told "sorry-but we can't do anything"

What a poor excuse for a company. I have been a card holder for over 2 years and I am sick and tired of their shoddy customer service and will be terminating may account with them once this has been resolved.Desired Settlement: I expect my account to be cleared of suspected 'fraudulent charges' it's very simple. I have no desire to continue business with UPside

Business

Response:

We apologize for any inconvenience this hold on [redacted]'s account has caused. We received a call from the [redacted] police department regarding [redacted] contacting them about fraudulent checks being written off of this account. We do request [redacted] fax the information to release the account as verification that it is not someone else trying to use her account. We have expedited the request to release the account to our Risk Team who would receive the fax (our agent misspoke - it takes 4 hours for a [redacted] call back and up to 48 hours to release an account after verifying the sent documentation). We recommend that [redacted] contact the Risk Team directly at ###-###-#### if she has any further questions on her documentation.

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]

My request has not been expedited and when I called AGAIN today to speak with someone-they provided no information and said I would have to wait an additional 48 hours. I requested a call back from a [redacted] yesterday and as of 10:15am EST, there has been no call back. Upside is unable to confirm a fax has been received. Very poor business service and an additional complaint has been filed with the FTC for questionable business practices as I have provided the required information and UPSide continues to hold my money.

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

Sincerely,

Business

Response:

We recommend that [redacted] contact the Risk Team directly at ###-###-#### - this is the team that would receive the fax and who we have requested the expedite from. The number on the back of the card is customer service, who will only know about the status of a release hold once the internal Risk Team has posted it to the account. Again, we apologize for this inconvenience.