Sunrise Banks

I am rejecting this response because:
If I loaded cash on my card in the morning and my card got lost & was used that same day after I made deposit, does that mean in liable for the unauthorized charges because I'd used my card in loading funds earlier? Does it make any sense? I've contacted two of the merchants in question, and they said my bank should be the one contacting them. When I mentioned there was a Claim being investigated, they said they haven't received any correspondence from my bank. So there's really no investigation. I loaded cash on my card, and it was lost, and there were unauthorized charges. My pin isn't compromised, as I never have it written anywhere. So how am I to be responsible for charges I never authorized? Prestigepay is just a scam. It's a name of a product(card) been managed be another company, and banked elsewhere. You can never get to talk to the support team, because they don't exist. This is purely scam!

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 provided. As 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 message. The 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 experienced. Should 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.

Initial Business Response /* (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

Initial Business Response /* (1000, 5, 2015/07/03) */
we will be providing the following response directly to the consumer.
Thanks for reaching out with your concerns. After further researching the matter, it appears on 6/4 you requested a replacement card with an average fulfillment time of...

7-10 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 6/15-6/18. It appears you called in on 6/11 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 6/21-6/24. At the time of correspondence we have not received any return mail from the US Postal Service.
It appears on 6/25 you acquired a replacement card at the local Plasma Center. We apologize for any unsatisfactory experience you may have had.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

On January 17, 2018, Sunrise Banks, N.A. received a complaint from [redacted] in regards to a refund for two Visa Gift cards. Sunrise Banks, N.A. issues these cards that are managed by Blackhawk Network, Inc.   On November 27, 2017, Mr. [redacted] purchased two $100 Visa Gift cards at his...

local Home Depot store.  That same day, he contacted cardholder services because he noticed that the card numbers were missing from the cards that he had purchased.  At that time, the cards were registered and replacement cards were issued.  Unfortunately, Mr. [redacted] never received the replacement cards so he contacted cardholder services again to request a refund.   We apologize for any delay or inconvenience that Mr. [redacted] may have experienced.  We have issued two separate refunds for Mr. [redacted].  One refund is for the full amount of the cards in the amount of $200.  The other is for the two activation fees in the amount of $11.90.  Both checks will be mailed by the end of next week via USPS.  The checks will arrive in a “postcard” style format.  We have reached out to Mr. [redacted] to provide this information, as well as, a copy of a sample check so that he knows what to expect.   At this time, we consider this matter to be resolved. Please reach out to us with any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

This dispute was denied 8/8/2017 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 8/10/2017 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 8/21/2017.  The account has now been closed with a check issued for the remaining balance.

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17th, 2015
Via US Postal Mail or equivalent
Mr. [redacted]
[redacted]
Tucson, AZ 85705
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 your card account to be "unsuspended"; it appears there was an excessive amount authorization attempts on your card account while the card account had a negative balance leading to the suspension of your card. Your card account was placed in suspension to control any additional authorization attempts by the current merchant or any other merchant which would result in a decline. On September 11th, 2015 it appears you contacted customer service and they informed you that once your account was brought current the suspension would be lifted, later that same day the account was brought current and as such the suspension on your account was lifted.
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]

Initial Business Response /* (1000, 5, 2015/12/14) */
December 11, 2015 ELECTRONIC --- NOT MAILED
Revdex.com
[redacted]
Placentia CA 92870
Re: [redacted]: Complaint Number: [redacted]
Overview of Complaint:
According to Mr. [redacted]'s complaint, he attempted to...

use his Visa Gift Card at Walmart; however, his Card was declined. Mr. [redacted] stated he contacted customer service but he was unable to resolve the issue. Mr. [redacted] states that he was dissatisfied with the customer service he received when he contacted Green Dot regarding his concern. He 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 complaint, on behalf of Sunrise Banks, N.A. (formerly University National Bank). Sunrise Banks, N.A. is the issuer of the Walmart gift card ("Card"), which is serviced by Green Dot Corporation. According to Mr. [redacted]'s complaint, he attempted to use his Visa Gift Card at Walmart; however, his Card was declined. Mr. [redacted] stated he contacted customer service but he was unable to resolve the issue. Mr. [redacted] states that he was dissatisfied with the customer service he received when he contacted Green Dot regarding his concern. He is requesting a refund of his funds.
Upon receipt of Mr. [redacted]'s complaint, on December 9, 2015, Green Dot reviewed his concern and learned that he did not provide the details of the Card in question. Green Dot used Mr. [redacted]'s personal information that he provided in his complaint (last name and zip code) to locate his information in its database; however, no information was found. At that time, a supervisor from Green Dot's corporate office attempted to contact Mr. [redacted] at the phone number he provided in his complaint; however, the supervisor was only able to leave a message. The supervisor also contacted Mr. [redacted] at the email address provided in his complaint requesting he contact our office for further assistance.
Later that day, Mr. [redacted] contacted Green Dot via email stating he contact Green Dot regarding his concern; however, the representative informed him he would receive a callback within 2 business days.
On December 10, 2015, a supervisor from Green Dot's corporate office contacted Mr. [redacted] regarding his concern. At that time, Mr. [redacted] stated he did not have the Card information in his possession. As such, the supervisor requested that Mr. [redacted] contact Green Dot's corporate office once he has the Card information available and Mr. [redacted] agreed. As of the date of this response, Mr. [redacted] has not contacted Green Dot again regarding this matter.
Green Dot apologizes for any inconvenience Mr. [redacted] has experienced. We request that Mr. [redacted] contact Green Dot's Corporate Resolution Department at (866) [redacted] ext. [redacted], Monday through Friday from 5:00am to 6:00pm Pacific Time so we can provide further assistance with the matter.
Initial Response Summary: (via Revdex.com website)
Green Dot apologizes for any inconvenience Mr. [redacted] may have experienced.

Initial Business Response /* (1000, 5, 2016/01/12) */
January 11, 2015 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 2014 and attempted to use the Card on October 17, 2015 at "Sears"; however, there was only $1.15 left on the Card. Ms. [redacted] states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of 2015. Ms. [redacted] stated she did not make said purchase and she was told she would receive a replacement Card of the $23.85. Ms. [redacted] stated she did not receive said Card and was advised another would be sent. Ms. [redacted] states she did not receive the additional replacement Card that was sent to her and contacted Walmart again. Ms. [redacted] states she was informed a replacement Card was never sent and that she would receive a call back within an hour. Ms. [redacted] states she has not heard from Green Dot regarding her concern. Ms. [redacted] is requesting a refund of her $23.85.
The results of Green Dot's investigation are as follows:
This is the response of Green Dot Corporation ("Green Dot") to the above referenced complaint. Green 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 Bank. According to Ms. [redacted]'s complaint, she received a Gift Card in December of 2014 and attempted to use the Card on October 17, 2015 at "Sears"; however, there was only $1.15 left on the Card. Ms. [redacted] states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of 2015. Ms. [redacted] stated she did not make said purchase and she was told she would receive a replacement Card of the $23.85. Ms. [redacted] stated she did not receive said Card and was advised another would be sent. Ms. [redacted] states she did not receive the additional replacement Card that was sent to her and contacted Walmart again. Ms. [redacted] states she was informed a replacement Card was never sent and that she would receive a call back within an hour. Ms. [redacted] states she has not heard from Green Dot regarding her concern. Ms. [redacted] is requesting a refund of her $23.85.
On October 17, 2015, Ms. [redacted] contacted Green Dot regarding her concern. Green Dot informed Ms. [redacted] that there was a transaction that occurred on the Card in the amount of $23.85 with the merchant "THE WEBSTAURANT STORE". Ms. [redacted] stated she did not authorize said transaction and as such, a claim was opened on her behalf. Ms. [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 favor. As such, a credit was issued to her Card in the amount of $23.85 and a letter informing Ms. [redacted] of the outcome was sent.
On November 6, 2015 and November 30, 2015, Ms. [redacted] contacted Green Dot regarding her concern. Ms. [redacted] stated she did not receive her replacement Card. Green Dot informed Ms. [redacted] stated that a replacement Card was sent on October 17, 2015; however, Ms. [redacted] stated that she did not receive it. Green Dot informed her that an additional replacement Card would be issued for her. Green 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 message. Please 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 complaint. Ms. [redacted] should expect to receive her refund check within two weeks.

Green Dot sincerely apologizes for the inconvenience Ms. [redacted] has incurred. Should Ms. [redacted] have any questions or concerns, she 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 Ms. [redacted] for any inconvenience she has experienced.
Initial Consumer Rebuttal /* (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 23.85 in about 2 weeks. This was the first time anyone from the Green Dot corporation had contacted me on Jan 11, 2016 at 5:48 pm eastern time when a voice message was received. I did return the call within the next hour No previous letter was ever received as stated above. After 2 weeks if I have not received the check. I will reopen the complaint

The Mango dispute claim was reopened and evaluated after contacting C [redacted] directly on February 2, 2018.  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, 2018.

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 /* (1000, 5, 2015/09/24) */
September 24th, 2015
Via US Postal Mail or equivalent
Mr. [redacted]
[redacted]
Kansas City, KS 66109
RE: Case# [redacted]
Mr. [redacted]:
We are in receipt of your complaint and apologize for the inconvenience(s) you...

have experienced.
On 8/27/15 it appears Mr. [redacted] completed the transition process and a Mango Prepaid Visa Card (the "Card") was mailed to the address on file via USPS; however, it appears on 9/12/15 Mr. [redacted] contacted support inquiring about non-receipt of the Card and when confirming the shipping address the call center agent identified a discrepancy in the address on file which was corrected during the call and a new Card was ordered at that time.
During that time Mr. [redacted] was presented several options in an attempt to provide relief to his situation while the replacement Card request was being fulfilled. Pursuant to that conversation a prepaid card was sent via overnight express shipping to Mr. [redacted], at no cost, so he would have a prepaid card to use while he awaited fulfillment of the replacement Card that was being sent to the corrected address. In an effort to ensure customer satisfaction the overnighted card product was also set to "no cost" allowing the recipient to use the card at no cost while he awaited fulfillment of the replacement Card.
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 [redacted] President
P: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because you should never complain about a bank who is holding your money and regardless of my testimonies and experiences with this company, it will only fall on deaf ears. Rather than taking ownership of the issues and implementing policy change to prevent this from happening to others, Frank has decided it would be best to maintain the status quo; offering poor customer service and ignoring real issues. 1) On Tuesday Aug. 25th at 8:50 am, I received my first notification email from Mango that I had 6 days to change over to the new Visa card. If the card takes 7 - 10 business days to arrive, then getting a notification this late in Aug. is completely unacceptable. That same day I applied for the new Visa. The quick form did not ask for a mailing address and was just relying on the address that customers already had on file. 2) Back in Feb. after losing my card I received a new Mango card to my address on file and I had the correct address (including my apt. number). In addition, my direct deposit form that is on file with Mango also has my correct address on it (including my apt. number). So when the customer service rep and Frank tells me that I did not have the correct address on file with Mango is a complete lie. Needless to say, even if my address lacked an apartment number, mail still gets to me. So the excuse of why I did not get the Visa card due to the lack of an apartment number (the discrepancy Frank speaks of) is just not upholding. 3) These "several options" that I was presented with is yet another mystery. While it is true I was sent a "replacement" card at "no cost" seemed to be the only "several options" I was offered. In all actuality, it really was not an option at all, merely a "this is what I do for you" situation. So interestingly, "several options" is not upholding as well. 4) While I do appreciate having a card at "no cost" I think it would have been more appealing to me if my late fees, poor customer service and a horrible card roll-out were addressed. But they were not. 5) As of today, 9/29/15 I still have not received the new Mango Visa card. I certainly hope that when I do, it will be set to "no cost" as well. I believe I as least deserve this much.
Mr. [redacted], It is your responsibility to ensure that the pre-paid cards Sunrise Banks sponsors are behaving in the customers' best interests. It is my responsibility to notify you when they are not. This is clearly a case of a poor mismanaged company trying to accommodate its customers with the least amount of effort and foresight. Until you take ownership and fix the issues I am afraid you will lose customer loyalty and above all trust. Businesses can only be as productive and engaging as its leaders and when leadership fails, the business fails. I urge you to read the numerous complaints against Mango on Google Play and at various consumer complaint sites. You just may realize that I am not the only person who has been severely offset by Mango. I am glad my "no cost" replacement card arrived when it did. You cannot imagine having to go three weeks without money. Since it is "no cost" I will probably stick with this card and just give up on Mango. Still with Praxell yes but hopefully you can turn around their customer service. Thank you. This case is closed...for now.

I am rejecting this response because:   I received a voicemail from someone named Patty at pre-paid cards asking for my card number so she could research the expired card further. The card was not expired when I tried to use it.  I had already given my card number, which is how they identified this card.  I called the number today which is ###-###-####.  They took the card number again and said they needed to research it further.  Their response to the Revdex.com was different than their response to me.  As they previously had my card number, they also had my address to send a new card to, which is why I am refusing this settlement until I receive the new usable card.

We certainly do understand that occasionally cardholders may receive our prepaid awardcards and forget to use them prior to the expiration date. When our prepaid cards areshipped, a copy of the Cardholder Agreements are issued with each card. The sameCardholder Agreement may be found online within...

the same web site as required tocheck card balances-http://www.prepaid-usa.com/visa-award-cards/cardholderagreement/.The fee imposition stated in this cardholder agreement is as follows:Expiration of the Card and Funds: The Card has a “VALID THRU” expiration dateembossed on the front of the Card. Once this expiration date has passed, the Card will bevoided and will not be replaced except in our sole discretion. All funds on the Cardexpire on the expiration date shown on the Card. If you do not spend all the funds on theCard prior to this expiration date the remaining funds will not be available to you andwill be returned to the Sponsor. You have no right to the funds except to use them forauthorized purchases prior to the expiration date of the Card.It is important to note that the customer is supposed to use the card before the expirationdate that is embossed on the front side of the card. As a courtesy, we will re-issue areplacement card for the original card load of $10.00 once the expired card has beenreceived back at our office.

On July 22, 2017, you contacted our customer service to alert us of an ATM non-dispense situation. On July 24, 2017, you sent us an email with your dispute letter.    The Electronic Fund Transfer Act (EFTA), as implemented by Regulation E, provides basic protections for consumers who use...

cards to access their funds. These protections include timeframes by which we must investigate and determine whether an error occurred.  For a new account Regulation E requires we investigate and determine whether an error occurred within 20 days of your notice.  If we are unable to complete the investigation in that timeframe, we will provide provisional credit to your account while we continue to investigate.    We are currently waiting for a final response from the ATM Company. It is our hope to resolve this matter as soon as possible, but we will contact you with an update no later than August 18, 2017.

We apologize for any inconvenience that Ms. [redacted] may have experienced.  Funds are loaded to a Visa Gift card at the time of activation.  If a distribution partner, in this case Amazon, accepts payment and a card does not activate, then the funds are never made available on the...

account.  Since there are no funds loaded to the card, we are unable to assist with a refund or replacement.  In this case, Amazon is the payment processor for this transaction and they received the payment for this card.  We encourage Ms. [redacted] to reach out to Amazon for assistance with this matter.

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 to. Thanks,

Based on Mr. [redacted]'s response the complaint was reopened and investigated.  The attached response to Mr. [redacted] will be sent 3/17/17 to explain the additional review process and results of the investigation.  Please contact me if you have further questions or concerns.  Sincerely, Nichol L. [redacted], CPA, CRCM | Bank and Holding Company President P: ###-###-####

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.