Sunrise Banks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have faxed them the required information as they requested

July 1st, Dear Mr***, We are sorry for the inconvenience you experienced on our program On Saturday June 11th at 3:PM (EST) you sent an email to our customer support at [email protected] reporting an ATM errorOn Monday 14th at 9:AM (EST) one of our
representatives replied to your email and informed you that your claim was being forwarded to the Disputes DepartmentBoth, Mango terms and conditions as well as Federal regulations, allow us for an investigation period to determine if an error occurred during a transactionOn Friday June 24th 2016, a letter was systemically sent in error stating that the dispute had been deniedAs of Friday July 1st 2016, the dispute was resolved in your favor and the card account has been credited for the ATM non dispense in the amount of $285.00, this credit included the original amount along with any fees assessed for the transactionUnfortunately, when ATM machines are not properly serviced by the financial institutions or the owners, these can cause problems to the consumerOur system captures only what is transmitted by the ATM machines our cardholders useIf you have any additional questions, please feel free to contact us at your earliest convenience, we will be happy to assist you Mango Support ###-###-#### (Available 24Hours/Day, Days/Week)

I am rejecting this response because:Green Dot did not resolve anything awaiting for a picture of the back and the front plus the receiptI did today

Please see formal response letter is attached.The error with the shipping address related to an update being done at the profile level only and not the shipping address. Once we are able to verify that you are the rightful owner of the funds contained in the account, our escalations team will
expedite a replacement card, at no additional cost to you, so that you can receive it within two (2) to three (3) business days

As requested Ms*** was provided a full refund on 2/17/2018, receipt was acknowledged via email. Additionally a full description of the GiftRocket prepaid gift was provided along with contact information if additional question should arise

I am rejecting this response because:This not except by me this reason I talk to the other bank and indicate that there no disputes for me file by Sunrise BankI want my money back it deducted from my account by your bank

We certainly do understand that occasionally cardholders may receive our prepaid award cards and forget to use them prior to the imposition of any inactivity fees. When our prepaid cards are shipped, a copy of the Cardholder Agreements are issued with each card. The same Cardholder
Agreement may be found online within the same web site as required to check card balances-http://www.prepaid-usa.com/visa-award-cards/cardholder-agreement/. The fee imposition stated in this cardholder agreement is as follows: Maintenance FeeThis is a fee that will be deducted from your Card balance monthly after each 9-month period of inactivity or non-use of your CardAn imposition of a fee or an adjustment due to an error or reversal for a prior transaction does not constitute activityThe fee would be identified as either “DR ADJ OTHER” or “SVC CHG-INACTIVITY”. $per month It is important to note that occasionally a cardholder may receive their card many months after the card had been issued. With this in mind, we are always more than happy to refund a courtesy 1X fee reversal. We further believe our customer service policy regarding the issuance of a one-time courtesy fee reversal is very consumer friendly. As such, USA Connect agrees to a courtesy credit of $to appear immediately on customer’s card

Initial Business Response /* (1000, 5, 2015/09/11) */
September 11th,
Via US Postal Mail or equivalent
Mr***
***
Green Bay, WI
RE: Revdex.com Case# ***
Mr***:
Sunrise Banks is in receipt of your complaint and apologizes for the inconvenience(s)
you have experienced
Insofar that it pertains to your access to the funds on your card account it appears PIONEER HOSPITALITY IN MILWAUKEE "Motel 8" on or around Sunday, August 30, submitted four preauthorizationsAny preauthorization will place a "hold" on your available funds in the amount of the preauthorizations until the merchant sends us the final payment amount of your purchaseOnce the final payment amount is received from the merchant, the preauthorization amount on hold will be removedHowever, it appears Motel when settling the preauthorized transactions only settled of the while using the wrong transaction codes which, as a result, left a hold in the amounts of the preauthorizations, this hold was subsequently released on Thursday, September 10,
As it pertains to the mentioning of money being "loaded" to a card product not received or activatedIf a card is not activated any ACH credit going to a card product will be returned to the originator which would result in the originator needing to resend the ACH credit, or possibly work out a different payment arrangement with the cardholderDuring the transition and in an effort to ensure customer satisfaction, ACH credit loads were allowed to card products in transit that have yet to be activated to avoid the circumstance as outlined above as it would result in a delay- the delay being the returned ACH credit resulting in no money being credited to the card account and the need for the originator to either resend the ACH credit or workout a different payment arrangement
Should you have any further questions or concerns, please do not hesitate to contact me
Thank you,
Joan *** Senior Vice President
P: ***

Since your account was suspended and you called outside of working hours (Monday-Friday 9AM-5PM) at 7:A.MEST, our agent did not have the ability of granting you access to your online account for the verification of such transactionYou requested a statement to verify the transaction, to what
our agent escalated your request while providing you the wrong turnaround time of hours, as confirmed by the call recording, the turnaround time for an account statement is two to three business days. Unfortunately, on the following days after you received your statement, our customer service team had some trouble understanding the situation and because of this, your account remained suspended until April 28, when an escalations team member was able to contact youOn April 28, 2017, the funds for the double load were recovered, you transferred all your funds from your savings account to your prepaid account and at 5:P.MEST you withdrew all the funds available in your card accountThe same day at P.M EST, you requested to our customer support team to close your accountThis request was processed on Monday May 1, and your account is closed now.We are sorry that our customer service was not able to fulfill your expectationsWe would like to extend an apology for any confusion and inconvenience arising from your communications with Mango’s customer service.If you were to have any additional questions or concerns, please give us a call at ###-###-#### between 9:A.Mand 5:P.MEastern Standard Time, we will be more than happy to assist

Initial Business Response /* (1000, 5, 2016/01/07) */
January 7,
Revdex.com
Complaint Case: ***
RE: ***
To whom it may concern,
On January 5, 2016, Sunrise Banks, N.A("Sunrise") received a complaint from *** with respect to an authorization
on her Visa Gift CardSunrise issues these cards and their programs are managed by Blackhawk Network, Inc
We apologize for any inconvenience Ms*** may have experienced
On December 29, 2015, Ms***'s daughter attempted to make an online purchase with her Visa Gift cardThe purchase was never completed because the card was not registered; however, an authorization hold was placed on the card in the amount of $The cardholder agreement explains this process:
If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds for up to ten (10) days
On January 7, 2016, the authorization was removed from the card and the $was accessible once againThe customer may use the remaining balance anywhere in the U.Sthat Visa Debit is accepted
Accordingly, we consider this matter closedPlease, reach out to us with any further questions
Best Regards,

The Program Manager- Praxell- is currently in the process of issuing a credit to Ms*** account in conjunction with the dispute amounts cited in her Revdex.com complaint

I am rejecting this response because:
I will accept the new $replacement card which is to be sent, but the response information is not accurate to my circumstance To be clear, this was not a case of forgetting to use the card prior to the expiration The card had no funds PRIOR to the expiration date of 12/Representative Claudia at 2:38pm on 12/confirmed that after months fees are imposed which took all the funds away on the card in question This was not noted anywhere on the actual card On 12/the card per the return response on Revdex.com should have been valid and instead had a zero balance due to fees at NINE MONTHS I will advise when I have received the $replacement card and at that time we may close the case

Initial Business Response /* (1000, 7, 2015/09/09) */
September 8th,
Via US Postal Mail or Equivalent
Mr***
***
Otego, NY
Re: Case # ***
Sunrise Banks is in receipt of your correspondence facilitated through the Revdex.com ("Revdex.com")
received by our office on August 31st, 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
Sincerely,
Nichol L***, CPA, CRCM Holding Company President and Chief Operating Officer
P: ***
Re: *** Complaint Number: ***
Overview of Complaint:
According to Mr***'s complaint, he attempted to make a purchase; however, his Card was declined due to suspicious activityMr*** stated that he contacted Green Dot multiple times and was informed that he would not have access to his funds for ten business daysHe is requesting immediate access to his funds
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 products, including the product referenced in the complaintAccording to Mr***'s complaint, he attempted to make a purchase; however, his Card was declined due to suspicious activityMr*** stated that he contacted Green Dot multiple times and was informed that he would not have access to his funds for ten business daysHe is requesting immediate access to his funds
Upon receipt of Mr***'s complaint, on September 8, 2014, Green Dot provided additional review of his concern and learned that he did not provide the details of the Card in questionGreen Dot attempted to use the personal information that Mr*** provided in his complaint (last name and zip code) to locate his information in its database, but no information was foundAt that time, a supervisor from Green Dot's corporate office attempted to contact Mr*** at the phone number he provided in his complaint; however, the supervisor was only able to leave a messageThe supervisor also contacted Mr*** at the email address provided in his complaint requesting he contact our office for further assistanceWe request that Mr*** contact Green Dot's Corporate Resolution Department at (866) *** ext***, Monday through Friday from 5:am to 6:pm Pacific Time so we can provide further assistance regarding this matter
Green Dot apologizes for any inconvenience Mr*** has experienced
Initial Consumer Rebuttal /* (3000, 9, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After the card was declined for "suspicious" activity, I went to the Walmart where I purchased the cardThe store manager called this company to say he verified that I was the purchaser, had my receipt, drivers license and bank statement showing my purchaseThe representative still declined to release the funds due to an investigationThe phone was then given to me to restate what the manager had saidI was stonewalled and told it doesn't matter what you sayYou will not get the money for ten business daysTen business days would be Sept 8thI don't believe it was coincidence that you responded that dayI spoke with several other representatives after thatEach one said you will not get your money before ten daysThe story was so consistent that I am certain this is policy and not a breakdown in communicationYou should be ashamed to work for such a dubious business

Initial Business Response /* (1000, 5, 2015/10/05) */
Revdex.com CASE#: ***
In order to facilitate proper handling, research and resolution of the complaint, please provide the card number
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
The card number is
***
I have also attempted to make two purchases of plus any fees through AppleThose are not listed as posted or pending
Final Business Response /* (4000, 9, 2015/10/16) */
October 16th,
Via US Postal Mail or Equivalent
Mr***
***
Durham, NC
Re: Case # ***
Sunrise Banks is in receipt of your correspondence facilitated through the Revdex.com ("Revdex.com") received by our office on October 5th, 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
Sincerely,
Nichol L***, CPA, CRCM Holding Company President
P: ***
Re: ***: Complaint Number: ***
Overview of Complaint:
According to Mr***'s complaint, he purchased a gift card in the amount of $to make a purchase online; however, when he made a purchase with a merchant, he did not received his order confirmationMr*** states that he contacted the merchant and was advised they did not receive the order, but when he contacted the card provider, they informed him the order had been processedMr*** is requesting a refund of his funds
The results of Green Dot's investigation are as follows:
This is the response of Green Dot Corporation to the above referenced complaintThe gift Card is serviced by Green Dot Corporation
Upon receipt of Mr***'s complaint, on October 15, 2015, Green Dot provided additional review of his concern and learned that, despite the information provided, are unable to locate the card account in questionAt that time, a supervisor from Green Dot's corporate office attempted to contact Mr*** at the phone number he provided in his complaint; however, the supervisor was only able to leave a messageThe supervisor also contacted Mr*** at the email address provided in his complaint requesting he contact our office for further assistance
Green Dot apologizes for any inconvenience Mr*** has experiencedWe request that Mr*** contact Green Dot's Corporate Resolution Department at (866)*** ext***, Monday through Friday from 5:00am to 6:00pm Pacific Time so we can provide further assistance with the matter
Green Dot apologizes for any inconvenience Mr*** may have experienced

Initial Business Response /* (1000, 5, 2015/09/25) */
September 25th,
Via US Postal Mail or equivalent
Mr*** ***
***
Ozone Park, NY
RE: Case# ***
Mr***:
We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced
Insofar that it pertains to the closure of your accounts - both your Card Account and Savings Account have been closed per your request and checks were issued for each respective account and mailed accordingly to your address information on file
With regards to the disputed transaction in the amount of $10.42, it appears when reviewing your account, the interest being credited to your account was "double posted" and the debit to your account in the afore mentioned amount was simply correcting the double posting consideration
Throughout this process Sunrise Banks has contacted Partner Customer Service Management in an effort to ensure timely resolution of cardholder concerns
Should you have any further questions or concerns, please do not hesitate to contact me
Frank *** President
P: ***

Initial Business Response /* (1000, 5, 2015/09/08) */
September 8th,
Via US Postal Mail or equivalent
Ms*** ***
***
Kansas City, KS
RE: Case# ***
Ms***:
We are in receipt of your complaint and apologize for the inconvenience(s) you have
experienced
Insofar that it pertains to your scheduled automatic deposit in the amount of $110.20; on or around September 2nd of the afore mentioned amount was credited to your Mango account - on September 3rd of Customer Service attempted to make contact with you (ultimately leaving you a voicemail message) in an effort to notify you of this deposit being credited to your Mango account and to ensure you had no additional questions
Should you have any further questions or concerns, please do not hesitate to contact me
Sincerely,
Nichol L***, CPA, CRCM Holding Company President and Chief Operating Officer
P: ***

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.

Initial Business Response /* (1000, 5, 2016/02/29) */
With the information given we are unable to locate the correct program that the card was issued. Could you please have the cardholder give more detail on where the card came from or the first 6 digits of the card so we can locate the...

BIN.
Thanks,

I am rejecting this response because:
The reply did not reflect the truth. The webpage shows Your account has been blocked as I tried logging into my account today. I attach the screneshot.

Initial Business Response /* (1000, 5, 2015/09/08) */
September 8th, 2015
Via US Postal Mail or equivalent
Mr. [redacted]
[redacted]
Wentzville, MO 63385
RE: Case# [redacted]
Mr. [redacted]:
We are in receipt of your complaint and apologize for the inconvenience(s) you have...

experienced.
Insofar that it pertains to your request for a check to be issued; a check, in the amount of the balance on your account, was mailed to your address on file via US Postal Mail on September 4th, 2015. Your Mango account has been closed accordingly, per your request.
Should you have any further questions or concerns, please do not hesitate to contact me.
Sincerely,
Nichol L. [redacted], CPA, CRCM Holding Company President and Chief Operating Officer
P: [redacted]