Sunrise Banks

Initial Business Response /* (1000, 5, 2016/02/26) */
February 26, 2016 ELECTRONIC --- NOT MAILED
Revdex.com
[redacted]
Placentia CA 92870
Re: [redacted]: Complaint Number: [redacted]
Overview of Complaint:
According to Mr. [redacted]'s complaint, he...

purchased a Walmart Visa Gift Card in the amount of $500.00 but has not been able to access the funds. He states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $0.26. Mr. [redacted] is requesting a replacement card or reimbursement of $500.00.
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") referenced in the complaint. The gift Card is serviced by Green Dot Corporation. According to Mr. [redacted]'s complaint, he purchased a Walmart Visa Gift Card in the amount of $500.00 but has not been able to access the funds. He states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $0.26. Mr. [redacted] is requesting a replacement card or reimbursement of $500.00.
On December 21, 2016, Mr. [redacted] contacted Green Dot regarding a pending transaction in the amount of $499.74 on his Walmart Visa Gift Card. Green 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 $499.74 posted to Mr. [redacted]'s Card later that day; however, Mr. [redacted] did not contact Green Dot to initiate the dispute process.
Following receipt of Mr. [redacted]'s complaint, on February 23, 2016, a supervisor from Green Dot's corporate office provided further review into his concerns. At 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 message. As 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 concern. A supervisor filed a dispute claim on Mr. [redacted]'s behalf and provided him with the ten business day timeframe for an update. Mr. [redacted] will be contacted with a resolution once available.
Green Dot sincerely apologizes for the inconvenience Mr. [redacted] has experienced. Should Mr. [redacted] have any 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.

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.At this time I will wait the required 7-10 business days for the checks. I want to mention that I find it troubling that these replacement gift cards and checks are not tracked in anyway so its hard to say whether they have even been sent or if they have they are not being stolen. When it comes to money this should be handled better in my opinion. Thank you for your help Revdex.com. If the time lapses and I still do not receive anything I will let you know again and be filing a civil suit.

I am rejecting this response because: Thank you for your response, I have received an response in the mail from your company as well. I 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 2 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 mailed. Now as of 2/27/2017 I have called over 17 times to both listed customer service numbers and have been told different stories why its taking so long. With that being said I have forwarding the mailed letter and this formal response though Revdex.com to my attorney. I have mailed your company formal documents please review and respond accordingly. I wish to have this resolved without the need for litigation.  Thank you for your time. [redacted]

February 24th, 2017   [redacted] Farmington Hills, MI 48334     Dear Mr. [redacted], On February 8, 2017 at 11:16 A.M. EST, we attempted to contact you in order to verify the validity of incoming transfers to your account. A message was left in your voicemail...

requesting a callback. On February 8, 2017 at 11:56 A.M. EST, you returned our call. Later 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 license. We acknowledged receipt of this email and this was escalated to our disputes department On February 9, 2017 at 11:46 P.M. EST, 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 statement. On the email communication from the previous day, we advised you otherwise on the replacement card and no mention of statements was ever made. On February 10, 2017 at 8:43 A.M. EST, we replied to your email message, reiterating that it would not be safe to send a replacement card for your allegedly compromised account. At this time, we offered to send you an account statement and asked for the time frame needed. You answered our request by saying that you wanted all transactions as you were going to dispute all transactions since you never received your account card. On February 13, 2017 at 4:12 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 request. This statement is false since the request was made only once on Friday February 10, 2016. On February 13, 2017 at 9:14 A.M EST, we sent you an account statement as promised. On February 16, 2017 at 2:45 P.M. EST, we attempted to contact you in order to perform security question to protect the integrity of your account information. A message was left in your voicemail requesting a call back.  You returned our call and we were able to perform the security questions. During 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 form. After 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 this. We 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, 2017 and sent to you on January 9, 2017. ·         The card account was activated on January 23, 2017 at 2:07:32 P.M. EST. ·         The card account was activated by phone number ###-###-####. ·         The mentioned phone number called Mango’s automated system on January 23, 2017 at 2:05:20 P.M. EST. With 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 file. Furthermore, it was activated by your personal phone number on January 23, 2017. This number has been verified by you in 4 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, 2017 and finally when you called Mango’s customer service on February 20, 2017 to verify the status of your dispute. Your dispute was denied on Monday February 20, 2017 after we finalized our investigation and a letter for the denial has been sent to your address on file. If you were to have any questions, please call us at our customer service line ###-###-#### (Available 24Hours/Day, 7 Days/Week), we will be more than happy to help you.   Sincerely Mango Support

Good Afternoon Ms. [redacted],   My name is Danielle, I work for Sunrise Banks, N.A. Member FDIC and I am contacting you in regards to your Revdex.com Complaint #[redacted]. I called your phone number this afternoon at approximately 12:45 pm CST time and left a voicemail to contact me at your...

convenience to resolve the Revdex.com Compliant. As stated in my voicemail I’m following up via email. In the Revdex.com complaint details you advise the following information: “I received a 50.00 award card valid thru 11/17. Called customer service on 11/25/17 to check my balance and there was only 38.15 left on card. Tried to use card on 11/25/17 and it was denied. I called customer service on 11/26/17 and was told there was a security issue and was given another number to call. I called that number numerous times of the day on 11/28 and 11/29 and always got a message that it was after hours. I called customer service again on 11/30 and they attempted to call the "other" customer service for me but also got a recording. I was told to leave my name and number and they would call me back. I did this and was never called back. Now my card is expired and I never got to use it before the expiration date listed and with no explanation of where my money went.”   Sunrise Banks, N.A. is the issuer of multiple card programs with different customer service providers—in order to assist you with your Revdex.com Complaint I will need some more information. At your convenience please provide one of the following: First Six Digits of the Card Number. The first six digits will help us identify the card program.A copy of the Terms and Conditions you received with the card.   Thank you for your time, Danielle

We are sorry for any inconvenience or misunderstanding you experienced with Mango Support. On January 28th 2017, you contacted Mango’s customer service line to alert us of an unauthorized transaction in your account. Since we became aware of this situation for you, we have been investigating your...

case in an effort to bring a resolution to the disputed transaction. We are sorry that Mango customer service was not able to fulfill your expectations. We would like to extend an apology for any confusion and inconvenience arising from your communications with Mango’s customer service. Please call Mango Support at ###-###-#### between 9:00 A.M. and 5:00 P.M. Eastern Standard Time, for assistance with any additional questions or concerns related to the account, or Sunrise Banks at ###-###-#### between 9:00 A.M. and 5:00 P.M. Central Standard Time.

Initial Business Response /* (1000, 5, 2015/09/09) */
Good Afternoon,
Re: [redacted]
We are in receipt of, and have read, the complaint - however, Sunrise Banks N.A. does not, nor have we, issued any credit card products - however, the complainant may have a General Purpose Reloadable...

Prepaid Card as opposed to a credit card and if that is the case, in order to investigate this further the Card Number needs to be provided.

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 6 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 20 business days (August 18, 2017), whichever comes first.  As soon as we have a final response from our processor we will update you.

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 26 Jan @ 1644, so I was unable to reach back until Monday.Now I have been charged $28.30 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 $25 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 $1 charge once before (2 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 2 month delay that was the policy at the time for unlocking 6% interest.  So a $1 disputed charge cost me $34 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.

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 2016
Via US Postal Mail or Equivalent
[redacted]
[redacted]
Columbus, GA 31904
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, 2016 and appreciates you taking the time to reach-out with your concerns. Please 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 $100.00 but lost the Card two days later. Mr. [redacted] states that he has been unable to get assistance from the store, online or over the phone. He states that there is no option for assistance by phone without the Card number being entered. Mr. [redacted] is requesting that Green Dot contact him to obtain the transaction information available on his receipt of purchase. He 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.A. is the issuer of the Walmart gift card ("Card") referenced in the complaint. The gift Card is serviced by Green Dot Corporation. According to Mr. [redacted]'s complaint, he states that he purchased a Walmart Gift Card in the amount of $100.00 but lost the Card two days later. Mr. [redacted] states that he has been unable to get assistance from the store, the website or over the phone. He states that there is no option for assistance by phone without the Card number being entered. Mr. [redacted] is requesting that Green Dot contact his to obtain the transaction information available on his receipt of purchase. He 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 question. Green 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 found. At 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 message. As 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 review. A supervisor reviewed the submitted documentation and processed a refund to the address listed in his complaint for delivery no later than February 16, 2016. Mr. [redacted] was notified of this in an email response per his request.
Green Dot is sorry for the inconvenience that Mr. [redacted] has experienced. Should 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 /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have been able to settle this issue. I thank the parties involved for correcting the issue and I am satisfied with the resolution. The 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 adequate. Sometimes even in the world of technology we live in it is necessary for a customer and business representative to talk to one another directly.