Sunrise Banks

The Mango dispute claim was reopened and evaluated after contacting C [redacted] directly on February 2, Confirmed the card was lost, acknowledged misunderstanding of the circumstances noted in the original email Once the details were clarified, the refund was posted to the account February 6,

This dispute was denied 8/8/based on an investigation noting the card was in fact not lost but in the possession of the cardholder and used the day of the dispute The customer service team made an error when noting on 8/10/that the dispute was still open, when notification had in fact already been sent via mail As requested the additional card fees were reversed on 8/21/ The account has now been closed with a check issued for the remaining balance

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ we will be providing the following response directly to the consumer Thanks for reaching out with your concernsAfter further researching the matter, it appears on 6/you requested a replacement card with an average fulfillment time of 7-business days from the date of the request for a replacement card, putting the date of expected receipt of said replacement card on or around 6/15-6/It appears you called in on 6/stating your card did not arrive and in an effort to ensure customer satisfaction the customer service representative requested an additional replacement card to be sent to the address on file, putting the date of expected receipt for the second replacement card on or around 6/21-6/At the time of correspondence we have not received any return mail from the US Postal Service It appears on 6/you acquired a replacement card at the local Plasma CenterWe apologize for any unsatisfactory experience you may have had Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Unfortunately with the information given we are unable to locate the Prepaid Card in question Can we please get the Program name and the card number along with the person the card is registered toThanks,

I am rejecting this response because: I used the card less than a week after I got it If they have inactivity fees after that short amount of time, they have issues Furthermore, inactivity fees are a violation of the Credit Card Accountability Responsibility and Disclosure Act

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ With the information given we are unable to locate the correct program that the card was issuedCould you please have the cardholder give more detail on where the card came from or the first digits of the card so we can locate the BIN Thanks,

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ January 11, ELECTRONIC --- NOT MAILED Revdex.com of Minnesota and North Dakota Re: [redacted] : Complaint: [redacted] Overview of Complaint: According to Ms [redacted] 's complaint, she received a Gift Card in December of and attempted to use the Card on October 17, at "Sears"; however, there was only $left on the CardMs [redacted] states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of Ms [redacted] stated she did not make said purchase and she was told she would receive a replacement Card of the $Ms [redacted] stated she did not receive said Card and was advised another would be sentMs [redacted] states she did not receive the additional replacement Card that was sent to her and contacted Walmart againMs [redacted] states she was informed a replacement Card was never sent and that she would receive a call back within an hourMs [redacted] states she has not heard from Green Dot regarding her concernMs [redacted] is requesting a refund of her $ The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation ("Green Dot") to the above referenced complaintGreen Dot is a Bank Holding Company for Green Dot Bank and provides customer service for certain Green Dot Bank products, including the product referenced in the complaint, which is a reloadable prepaid debit card ("Card") issued by Green Dot BankAccording to Ms [redacted] 's complaint, she received a Gift Card in December of and attempted to use the Card on October 17, at "Sears"; however, there was only $left on the CardMs [redacted] states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of Ms [redacted] stated she did not make said purchase and she was told she would receive a replacement Card of the $Ms [redacted] stated she did not receive said Card and was advised another would be sentMs [redacted] states she did not receive the additional replacement Card that was sent to her and contacted Walmart againMs [redacted] states she was informed a replacement Card was never sent and that she would receive a call back within an hourMs [redacted] states she has not heard from Green Dot regarding her concernMs [redacted] is requesting a refund of her $ On October 17, 2015, Ms [redacted] contacted Green Dot regarding her concernGreen Dot informed Ms [redacted] that there was a transaction that occurred on the Card in the amount of $with the merchant "THE WEBSTAURANT STORE"Ms [redacted] stated she did not authorize said transaction and as such, a claim was opened on her behalfMs [redacted] was informed that her Card was reported as compromised and that she should expect to receive her replacement Card within two weeks On October 27, 2015, Ms [redacted] 's claim was closed and the claim was granted in her favorAs such, a credit was issued to her Card in the amount of $and a letter informing Ms [redacted] of the outcome was sent On November 6, and November 30, 2015, Ms [redacted] contacted Green Dot regarding her concernMs [redacted] stated she did not receive her replacement CardGreen Dot informed Ms [redacted] stated that a replacement Card was sent on October 17, 2015; however, Ms [redacted] stated that she did not receive itGreen Dot informed her that an additional replacement Card would be issued for herGreen Dot provided Ms [redacted] with the two week timeframe for delivery Upon receipt of Ms [redacted] 's complaint on January 11, 2016, a supervisor from Green Dot's corporate office reviewed her concern and attempted to contact Ms [redacted] at the phone number she provided in her complaint to confirm if she had received her replacement Card; however, the supervisor was only able to leave a messagePlease note, the supervisor was able to confirm the credit issued to Ms [redacted] was available and as such, the supervisor issued a refund check to the address Ms [redacted] provided in her complaintMs [redacted] should expect to receive her refund check within two weeks Green Dot sincerely apologizes for the inconvenience Ms [redacted] has incurredShould Ms [redacted] have any questions or concerns, she may contact Green Dot directly at (866) [redacted] , ext***, Monday through Friday from 5:00am to 6:00pm Pacific Time Initial Response Summary: (via Revdex.com website) Green Dot apologizes to Ms [redacted] for any inconvenience she has experienced Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response that I will be receiving a check for in about weeksThis was the first time anyone from the Green Dot corporation had contacted me on Jan 11, at 5:pm eastern time when a voice message was receivedI did return the call within the next hour No previous letter was ever received as stated aboveAfter weeks if I have not received the checkI will reopen the complaint

Following the receipt of Ms [redacted] ’ complaint, on September 25, 2017, a supervisor from Green Dot’s corporate office reviewed her concerns and found that Ms [redacted] provided the Card number in her complaint; however, Green Dot was unable to locate an account in its database using the information providedAs such, that same day, the supervisor attempted to contact Ms [redacted] at the phone number she provided in her complaint; however, the supervisor was only able to leave a messageThe supervisor also contacted Ms [redacted] at the email address provided in her complaint advising her to contact our office for further assistance Green Dot apologizes for the inconvenience that Ms [redacted] has experiencedShould Ms [redacted] have any additional questions or concerns, she may contact Green Dot directly at ###-###-####, Monday through Friday from 5:00am to 6:00pm Pacific Time

Sunrise Banks works with Praxell as the program manager for the Senor prepaid card program We have requested documentation of the chargeback process to provide as much clarity as possible to the process The chargeback was submitted on 7/31/17, NYCE requires a day wait prior to submitting a chargeback for an ATM non-dispense (Please see attached) We will update you either when the processor finalizes the dispute or we have reached the maximum allowed time of business days (August 18, 2017), whichever comes first As soon as we have a final response from our processor we will update you

It has always been our standard to offer a consumer-friendly customer service policy As such, USA Connect agrees to replace and issue a new replacement card

February 24th, [redacted] Farmington Hills, MI Dear Mr***, On February 8, at 11:A.MEST, we attempted to contact you in order to verify the validity of incoming transfers to your accountA message was left in your voicemail requesting a callbackOn February 8, at 11:A.MEST, you returned our callLater that day you sent us a dispute email to [email protected], this email contained a handwritten letter disputing all transactions in your account along with a copy of your driver’s licenseWe acknowledged receipt of this email and this was escalated to our disputes department On February 9, at 11:P.MEST, you sent us an email to [email protected], stating that we advised you that a replacement card would be sent to you along with your account statementOn the email communication from the previous day, we advised you otherwise on the replacement card and no mention of statements was ever madeOn February 10, at 8:A.MEST, we replied to your email message, reiterating that it would not be safe to send a replacement card for your allegedly compromised accountAt this time, we offered to send you an account statement and asked for the time frame neededYou answered our request by saying that you wanted all transactions as you were going to dispute all transactions since you never received your account cardOn February 13, at 4:A.M., less than one business day after you made a request for your account statement, you sent us an email to [email protected] claiming that this was the fourth time making this requestThis statement is since the request was made only once on Friday February 10, On February 13, at 9:A.M EST, we sent you an account statement as promisedOn February 16, at 2:P.MEST, we attempted to contact you in order to perform security question to protect the integrity of your account informationA message was left in your voicemail requesting a call back You returned our call and we were able to perform the security questionsDuring the call, you mentioned a dispute form that was allegedly sent by us and that you returned to a fax number reflected on the same formAfter we advised you that we do not send dispute forms and requested to see the document allegedly sent to us, you changed the version of the events and claimed that you never sent the form and refused to share further information on thisWe have done a thorough investigation and have come up with the following facts verifiable with our technological resources: · The card account was issued on January 8, and sent to you on January 9, · The card account was activated on January 23, at 2:07:P.MEST· The card account was activated by phone number ###-###-####· The mentioned phone number called Mango’s automated system on January 23, at 2:05:P.MESTWith all the information obtained and the investigation made for this case, we have been able to verify that the card was sent to your address on fileFurthermore, it was activated by your personal phone number on January 23, This number has been verified by you in different occasions: At the moment of ordering the card, when you sent us an email to [email protected] on February 8, 2017, when we contacted you on February 16, and finally when you called Mango’s customer service on February 20, to verify the status of your disputeYour dispute was denied on Monday February 20, after we finalized our investigation and a letter for the denial has been sent to your address on fileIf you were to have any questions, please call us at our customer service line ###-###-#### (Available 24Hours/Day, Days/Week), we will be more than happy to help you Sincerely Mango Support

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Thanks for sending - per the complaint "My mango money account was closed due to not using Sunrise bank" - as sated she is "not using Sunrise Banks" as such this is not a Sunrise Banks' customer/consumer - you need to contact the previous issuing bank - First Bank and Trust / REV Worldwide

I am rejecting this response because: Thank you for your response, I have received an response in the mail from your company as wellI want to let you know first and forthright that the listed phone number you have mentioned as activating the card is NOT my phone number, I have also called separate numbers you have listed for customer service or praxall customer service regarding the right to have the documents provided to me that determined the outcome of the investigation as per the letter you mailedNow as of 2/27/I have called over times to both listed customer service numbers and have been told different stories why its taking so longWith that being said I have forwarding the mailed letter and this formal response though Revdex.com to my attorneyI have mailed your company formal documents please review and respond accordinglyI wish to have this resolved without the need for litigation Thank you for your time [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ February 3, Via US Postal Mail or Equivalent [redacted] Columbus, GA Re: Case # [redacted] Sunrise Banks is in receipt of your correspondence facilitated through the Revdex.com ("Revdex.com") received by our office on January 27, and appreciates you taking the time to reach-out with your concernsPlease see the attached response from Green Dot Corporation ("Green Dot") on behalf of Sunrise Banks regarding your complaint related to our prepaid card product offering Please contact me if you have further questions or concerns Overview of Complaint: According to Mr [redacted] 's complaint, he states that he purchased a Walmart Gift Card in the amount of $but lost the Card two days laterMr [redacted] states that he has been unable to get assistance from the store, online or over the phoneHe states that there is no option for assistance by phone without the Card number being enteredMr [redacted] is requesting that Green Dot contact him to obtain the transaction information available on his receipt of purchaseHe is requesting that Green Dot provide him with a replacement Card The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint, on behalf of Sunrise Banks, N.A(formerly University National Bank)Sunrise Banks, N.Ais the issuer of the Walmart gift card ("Card") referenced in the complaintThe gift Card is serviced by Green Dot CorporationAccording to Mr [redacted] 's complaint, he states that he purchased a Walmart Gift Card in the amount of $but lost the Card two days laterMr [redacted] states that he has been unable to get assistance from the store, the website or over the phoneHe states that there is no option for assistance by phone without the Card number being enteredMr [redacted] is requesting that Green Dot contact his to obtain the transaction information available on his receipt of purchaseHe is requesting that Green Dot provide him with a replacement gift card Following receipt of Mr [redacted] 's complaint, on January 27, 2016, a supervisor from Green Dot's corporate office provided further review into his concerns and learned that Mr [redacted] did not provide the details of the Card in questionGreen Dot used the personal information that Mr [redacted] provided in his complaint (name and email address) to locate his information in its database; however, no information or accounts were foundAt that time, the supervisor attempted to contact Mr [redacted] at the phone number provided in his complaint; however, the supervisor was only able to leave a messageAs such, an email was sent to the email address provided in his complaint advising Mr [redacted] to contact Green Dot for further assistance regarding her concerns Later that day, Mr [redacted] returned the supervisor's call and confirmed that he would send in a copy of the front and back of his Card and his purchase receipt via email for further reviewA supervisor reviewed the submitted documentation and processed a refund to the address listed in his complaint for delivery no later than February 16, Mr [redacted] was notified of this in an email response per his request Green Dot is sorry for the inconvenience that Mr [redacted] has experiencedShould Mr [redacted] have any additional questions or concerns, he may contact Green Dot directly at (866) [redacted] ext [redacted] Monday through Friday from 5:00am to 6:00pm Pacific Time Initial Response Summary: (via Revdex.com website) Green Dot apologizes to Mr [redacted] for any inconvenience he has experienced Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have been able to settle this issueI thank the parties involved for correcting the issue and I am satisfied with the resolutionThe companies should possibly take this opportunity to provide a customer service number that can be contacted in cases such as mine where the interactive phone system is not adequateSometimes even in the world of technology we live in it is necessary for a customer and business representative to talk to one another directly

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ February 26, ELECTRONIC --- NOT MAILED Revdex.com [redacted] Placentia CA Re: [redacted] ***: Complaint Number: [redacted] Overview of Complaint: According to Mr***'s complaint, he purchased a Walmart Visa Gift Card in the amount of $but has not been able to access the fundsHe states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $Mr [redacted] is requesting a replacement card or reimbursement of $ The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint, on behalf of Sunrise Banks, N.A(formerly University National Bank)Sunrise Banks, N.Ais the issuer of the Walmart gift card ("Card") referenced in the complaintThe gift Card is serviced by Green Dot CorporationAccording to Mr***'s complaint, he purchased a Walmart Visa Gift Card in the amount of $but has not been able to access the fundsHe states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $Mr [redacted] is requesting a replacement card or reimbursement of $ On December 21, 2016, Mr [redacted] contacted Green Dot regarding a pending transaction in the amount of $on his Walmart Visa Gift CardGreen Dot advised Mr [redacted] of the authorization release date should the merchant not post the transaction and informed him of the dispute process should the transaction post to the Card Please note, a "Walmart" transaction in the amount of $posted to Mr***'s Card later that day; however, Mr [redacted] did not contact Green Dot to initiate the dispute process Following receipt of Mr***'s complaint, on February 23, 2016, a supervisor from Green Dot's corporate office provided further review into his concernsAt that time, the supervisor attempted to contact Mr [redacted] at the phone number provided in his complaint; however, the supervisor was unable to leave a messageAs such, an email was sent to the email address provided in his complaint advising Mr [redacted] to contact Green Dot for further assistance regarding his concern On February 25, 2016, Mr [redacted] contacted Green Dot's corporate office regarding his concernA supervisor filed a dispute claim on Mr***'s behalf and provided him with the ten business day timeframe for an updateMr [redacted] will be contacted with a resolution once available Green Dot sincerely apologizes for the inconvenience Mr [redacted] has experiencedShould Mr [redacted] have any questions or concerns, he may contact Green Dot directly at (866) [redacted] , ext***, Monday through Friday from 5:00am to 6:00pm Pacific Time Initial Response Summary: (via Revdex.com website) Green Dot apologizes to Mr [redacted] for any inconvenience he has experienced

I am rejecting this response because: Letter written as it would be to institution I submitted this request at the beginning of the month (Jan 4th) after trying to resolve the issue over the phone with the customer service representatives I now am getting a response at the end of the month (Jan 30) I still don't have access to my money, although I did receive an email at the very end of the day Friday Jan @ 1644, so I was unable to reach back until Monday.Now I have been charged $for the cash advance that was forced on me because my money was not transferred out by ACH, and I still haven't been able to pay that cash advance off so the bill is still accumulating On top of that, I could not even keep my money in my savings account costing me another $because I was barred from any control Not only is all of this criminal, but instead I'm the one being treated like a criminal, and having my money held hostage until I jump through your hoops If my initial card was sent to my home address, or if I was even asked where I wanted it sent, we wouldn't be here I had disputed a $charge once before (years ago) and I was barred from all access to my account then too Not only that but instead of simply issuing a new card number, the entire account number was changed re-starting the month delay that was the policy at the time for unlocking 6% interest So a $disputed charge cost me $and my first headache induced by unexplained policy.The next headache is constantly finding out the policy for the 6% return that is so vigorously advertised is constantly changing without notice This causes people to not qualify anymore, and not know until after they have already lost out for the month (hopefully the two month delay isn't still intact...).I need access to my money, and I need to have all the excessive cost resulting of these egregious blunders in policy to be credited to my account

The dispute claim in question remains denied, and denial documentation is provided in the attached letter Ms [redacted] noted in her letter that she had not been to Texas Upon contacting Americas Best Inn regarding the transaction it was noted that a reservation was in the cardholder's name, and that the hotel checks ID of guests upon arrival Additionally a pattern of card transaction indicate Ms [redacted] was in Texas

Please call us at our customer service line ###-###-#### (Available 24Hours/Day, Days/Week) we will be more then happy to help you log onto your account

Mr*** reported a dispute on 2/6/2018, after investigating the complaint it was denied 2/15/after verifying the disputed transactions were in fact valid. It was additionally noted the card was closed

Once we became aware of this unfortunate human error, we took immediate steps to make sure that you receive your fundsSince your account was compromised, we escalated with urgency the issuance of a check for $1,894.00, the full amount of your dispute, after our escalations team contacted you to
verify your addressAs of today April 26, 2017, your check has been issued and expedited to your address In multiple occasions, you asked for the identity of the cardholder your funds went toHowever, as our escalations team informed you on April 19, and April 24, 2017, we are not allowed to disclose information of other accounts due to strict privacy and confidentiality lawsOnce again, please accept our apologies for any inconvenience you may have experienced