The Bancorp Bank

[redacted]
[redacted]
[redacted]
 
RE: Your KEEPS Prepaid MasterCard
 
 
[redacted]
 
This letter is in response to the concern you raised with the Better Business...

Bureau regarding your KEEPS Prepaid MasterCard.  We have reviewed your complaint and our findings are summarized below.
 
Your KEEPS MasterCard was ordered while KEEPS America (KEEPS), the program manager, was working with Binder and Binder on your case back in 2013.  KEEPS has informed us that they have spoken to you regarding the complaint and have also sent you a written response. 
 
We apologize for the experience you had while speaking with the call center team.  KEEPS has already moved forward with a new process to improve the handling of escalated calls. 
 
In the complaint you mention your displeasure with being charged a fee to have your funds sent to you via a refund check.  We do want to point out that the fee is disclosed in the fee schedule of the Cardholder Agreement.  KEEPS did waive the fee as a courtesy based on the circumstances, so you were not charged for the $38,610.55 refund check that was mailed on September 11, 2014.  The UPS tracking system confirmed that the check was delivered to your address and was signed for on September 15.  
 
In regards to the phone conversations you had with the call center representatives and managers; we were able to listen to the call recording with the phone representatives ([redacted]) but were unable to capture the call you had with the manager ([redacted]) due to it being an outbound call.  We understand that you felt that you did not received adequate service from that manager.  The calls have been reviewed and any identified opportunities will be addressed with the agent(s). 
 
We apologize for the inconvenience and frustration you experienced, [redacted], and we’re glad we were able to resolve this matter for you.
 
We hope that this information is helpful.  Please contact us with any additional questions

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
The letter states that my funds are available, however I have yet to receive a PIN to use these funds! In addition, I have now gotten a letter from Bancorp, informing me that they will "resign as custodian of my account" and the ENTIRE month of December my funds will basically be unavailable to me! This is pure insanity that businesses like this one are allowed to exist, which is most likely why this one is "partnering" with HealthEquity Inc. so they can find a way to CONTINUE to STEAL PEOPLE'S MONEY!
 Regards,

[redacted]
 
RE: Your MyVanilla Visa Prepaid Card
 
 
[redacted]
 
This letter is in response to the concern you raised with the FDIC and...

the Revdex.com regarding your MyVanilla Visa Prepaid Card.  We have reviewed your complaints and our findings are summarized below.
 
[redacted], on December 26, 2014 The Bancorp blocked your account due to transaction activity that was considered suspicious.  You were advised that a refund check would be mailed for the full balance, once valid copies of your driver’s license, social security card, and proof of purchase was received.
 
A review of your account shows that you called Customer Service numerous times stating that you had already submitted documentation to InComm and Bancorp.  Unfortunately, we have no record of ever receiving these documents at The Bancorp.  However, on January 27, 2014 some of the requested documents were received at InComm.  They informed you that they needed all of the requested items.  The remaining documents were not received at InComm until April 11, 2014.  Bancorp reviewed the submitted documents and gave InComm the approval to send you a refund check.
 
InComm processed the refund on April 23, 2014 in the amount of $5,571.84.  A check has been sent to the address InComm has on file for you.
 
[redacted], we apologize for the frustration and inconvenience this has caused.  It is always regrettable when we close a customer’s account, but sometimes we must make that decision as part of our commitment to protecting the overall safety of our customer network.
 
We hope that this information is helpful.  Please contact us with any additional questions.

Good morning, [redacted]  Attached please find the customer response letter for Mr. [redacted].  If you have any...

questions please feel free to contact me.  Thank you.  [redacted]

This letter is in response to the concern you raised with the Revdex.com regarding your Univision MasterCard Prepaid Card.  We have reviewed your complaint and our findings appear below.On May 12, 2014, your card was blocked because of activity that was considered...

suspicious.  In order for the block to be removed, that same day you were advised to submit valid photocopies of your photo ID, Social Security card and a utility bill or statement generated within the past 30 days to show proof of address.On June 21, Univision received a copy of your driver’s license and Social Security card; however, the proof of address document submitted was unacceptable.  On June 25, you contacted Customer Service and it was explained that a photo of a statement taken from your computer was unacceptable. That was the last communication you had with anyone at Univision or Bancorp until receipt of this complaint.Your current account balance is $0. The maximum balance on your card was $2,100.  However, numerous transactions occurred in May and when the card was blocked on May 12, the remaining balance was $15.28.  Two Monthly Maintenance Fees have since posted dropping the balance to $0.If you remain interested in reopening your card, please provide a legible photocopy of your proof of address document generated within the past 30 days. Once the documents are received the two Monthly Maintenance Fees will be reversed and released to you.We hope this information is helpful. Please contact us with any additional questions.

Good morning, [redacted]  Attached please find the customer response letter and support documentation for [redacted].  If you have any questions please feel free to contact me.  Thank you.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that will resolve my complaint. I truly believe the only reason they FINALLY sent me my money was because the Revdex.com contacted them. 
I do not believe they ever sent a check in the first place because the first time I called (1/30/15) I was told the money transfer wouldn't even be considered late until 6 weeks had passed and now they say the check was sent before I called the first time...I have placed the new check in our new account and since that is all I really wanted I suppose my complaint can be resolved. I just hope other people don't have issues with them. Revdex.com thank you for being there because without you this would have taken a lot longer. Regards,

[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding your Get It Prepaid MasterCard.  We have reviewed your complaint and our findings are summarized below.
 
On February 14, 2014 four...

cash advance transactions posted to your account.  You state these transactions could not have been made by you since you did not receive and activate your card until February 19, 2014.
 
On February 23, 2014 you filed a lost card dispute, but unfortunately these four transactions were not referenced on that dispute form.
 
On April 17, 2014 you filed a dispute stating that the four transactions that took place on February 14, 2014 were not initiated by you.  On April 22, 2014 a permanent credit in the amount of $1012.00 was issued to your account.
 
[redacted], we apologize for the inconvenience and frustration this caused you.  We regret the delay in receiving your funds, and we are glad we’ve had the opportunity to resolve your concern.
 
We hope that this information is helpful.  Please contact us with any additional questions.

Good afternoon, [redacted].  Attached please find the customer response letter for Ms. [redacted].  If you have any questions please...

feel free to contact me.  Thank you.

[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding your Univision MasterCard Prepaid Card.  We have reviewed the complaint and our findings are summarized below.
 
Your account was...

blocked on February 26, 2014 due to a pattern of suspicious transaction activity.  The security status prevented you from using the card via load or spend transactions.  This status generally prompts an affected customer to contact Customer Service, at which time you will be asked to provide identity documentation. 
 
You did not call Customer Service for Univision, the program manager, until March 22.  You were then informed that your card had been blocked.  You were asked to submit a valid photo ID, a copy of your social security card, and a utility bill displaying your current address.  You agreed to provide the requested information, but they were not received until May 27, 2014.  At that time you were advised that the utility bill was not acceptable because it must contain your name and your full address (city, state and zip code). 
 
Valid copies of all of the requested information were received from you on May 30, and the card was reopened that day.  You currently have full account access including normal spend and load capability.
 
We apologize for the inconvenience you experienced, [redacted].  Pursuant to our obligations under the Bank Secrecy Act, including the USA PATRIOT Act’s Customer Identification Program (“CIP”) requirements, we have put reasonable and prudent identity verification steps in place in order to prevent financial crimes, minimize fraud and protect our customers.  We understand that from your perspective there may be a perceived conflict between our regulatory obligations to protect the account, and the service experience you expect.  Our actions are undertaken with the goal of striking the best possible balance between the two.
 
We trust that the information provided will address any outstanding concerns. Please contact us with any additional questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
I'm having a major issue with Bancorp
That company is not handling my situation! My mother sent her identification and my identification which is expired but should not matter! She is my legal power of Attorney! Why can't my refund check be sent to her ?
If need be she can be reached at [redacted] her name is [redacted] 
Sincerely, [redacted]
Sent from my Verizon Smartphone

Good afternoon, [redacted]  I've attached the response letter and the refund check we sent to [redacted] to resolve his complaint.  I'm sorry for the delay.  Please let me know if you have any questions.  Thank you.

[redacted] The Bancorp Payment Solutions Group   This letter is in response to the additional concern you raised with the Revdex.com regarding your Chime Visa Prepaid Card.  We have reviewed your rebuttal complaint and our findings appear below.   Your initial dispute claim was denied due to a combination of factors that caused the investigators to find that no error had occurred.  The factors that were considered included the following: ·       At no time did you indicate that your card was not in your possession. ·       You stated that your PIN was memorized and not written down, but the PIN was used to complete the disputed transaction, and the card was physically present for that transaction. ·       Another transaction that is not being disputed was completed less than 3 minutes after the disputed transaction.  Both transactions were completed at the same address.   Your previous card was blocked as part of the standard dispute procedures when a customer opens a dispute claim under the Unauthorized Transaction reason code. According to 1debit, the program manager, your existing card was blocked when you opened your dispute claim on February 21, 2015.  The new card was issued on February 23 and was activated on March 2.   Unfortunately we have not received any additional information that is sufficient to indicate that an error occurred.  Consequently, the initial decision is upheld.  We understand that this is not the result you were seeking; however, we are confident that we have reached a correct decision based on a thorough and accurate investigation.   We hope this information is helpful. Please contact us with any additional questions.     Sincerely,

Good afternoon, [redacted]  Attached please find the customer response letter for Mr. [redacted].  If you have any...

questions please feel free to contact me.  Thank you.  [redacted]

[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding your Simple account.  We have reviewed the complaint and...

our findings are summarized below.
 
The terms of the Simple account specify that third party deposits are not accepted.  Accordingly, when your account received an electronic deposit for a state tax refund in the amount of $453.00 on February 10, 2014 that included a third party’s name, your were notified by Simple that the item would be returned to the remitter.  The item was returned to the remitter on February 11, 2014. 
 
In the same email notification from Simple you were advised that if you also had a federal tax refund deposit coming to the account it would also be returned if it was payable to you and a third party.  A direct deposit from the IRS in the amount of $2502.00 was presented to the account on February 12, 2014.  It was returned to the IRS on February 14, 2014.
 
You completed a number of transactions during this period, including a debit in the amount of $2000.00 on February 12, 2014.  Consequently, when the federal tax refund was returned to the IRS on February 14, 2014 it created a negative balance in the amount of $2502.00.
 
When we inquired with Simple about whether a phone agent might have prompted you to quickly withdraw your funds before the restriction was placed on the account, the agent’s recollection was that she had provided this recommendation as an “emergency” fix.  This was an obvious departure from standard procedures, and we have communicated to the Simple management team that advising a customer to knowingly overdraw her account is not an acceptable method of account management. 
 
We have allowed a number of subsequent deposits to post to the account, and as of April 24, 2014 they resulted in moving the account back to a positive balance of $171.73.  You withdrew this amount from the account on April 25, 2014, and on that same day the Bank processed the recovery for the amount of $719.27 that was charged off on April 9, 2014.  The charge off was processed due to a regulatory requirement that precludes us from carrying a negative balance for more than 60 days.  Because we anticipated the ability to recover these funds the account was not closed.  Consequently this situation will not generate any type of derogatory reporting.  If you wish to close the account you may contact Simple at your convenience.    
 
We apologize for the frustration and inconvenience this caused for you, [redacted].  Shortly after this occurred we were able to approve and implement a new policy regarding the receipt of tax refund deposits that are made payable to our customer and a third party.  It is unfortunate that the solution was developed after you had already been inconvenienced, but we did want to let you know that we took your situation and your input very seriously. We truly regret your unfortunate experience. 
 
We trust the information provided above will address this matter.  Please contact us with any additional questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I reject this response.. They need to investigate more . If someone stole my debit card and I reported it stolen how am I responsible ? How is there are no errors when someone stole my card that none of those transaction were mine , I think it's absurd that your " dispute" department found no errors when clearly it was someone completely different making transactions. 2nd I never talked to anyone on March 11th about now getting a provision credit because no government funds? That doesn't make any sense that I can't get a credit because it was a direct deposit and not government money? I never spoke to anyone about that .. If they did you could believe I would have complained then because that's not right . Every time I contacted card customer service I was told 90 days for provisional credit. That's not ok. I want my 2,300.00 it's not right I'm paying for someone stealing my money and getting away with it . Please fix this it's not fair . Regards,

October 1, 2014
 
 
[redacted]
 
RE: Your Balance Financial Prepaid MasterCard
 
 
[redacted]...

[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding your Balance Financial Prepaid MasterCard.  We have reviewed your complaint and our findings are summarized below.
 
[redacted], the transaction referenced in your complaint was regarding a purchase at a gas station.  We were informed that you have already spoken to a phone agent as well as to our Customer Response Manager regarding authorization holds that certain merchants such as gas stations may place on the account when you use your card.  For your convenience we have included the section from the Cardholder Agreement regarding pay at the pump transactions.
 
If you use your Card at an automated fuel dispenser (“pay at the pump”), the merchant may preauthorize the transaction amount up to $100.00 or more. If your Card is declined, even though you have sufficient funds available, pay for your purchase inside with the cashier. If you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. It may take up to forty-five (45) days for the hold to be removed. During the hold period, you will not have access to the preauthorized amount.
 
Your transaction history shows that a debit pre-authorization of $63.34 was placed on your account on September 14, 2014.  The transactions settled on September 16 in the amount of $5.01.  Later that same day the $58.33 that the merchant did not collect on was added to your available balance.
 
We apologize for the inconvenience you experienced.  We’re glad we were able to provide clarification regarding your account.
 
We hope that this information is helpful.  Please contact us with any additional questions. 
 
 
Sincerely,
 
The Bancorp
Payment Solutions Group

Good afternoon, [redacted]  I've attached the response letter we sent to [redacted] regarding the recent complaint we received.  Please let me know if you have any questions.

[redacted]
 
This letter is in response to the concern you raised with the Revdex.com regarding what you characterized as the fraudulent use of your funds.  We have reviewed the complaint and our findings are summarized below....


 
[redacted], we have unfortunately been unable to locate any account for you in our systems.   We have attempted to contact you using the contact information provided in your complaint with no success.
 
Without an account number or some additional account information we are unable to proceed with our investigation.  We understand that this is a very serious matter, and we would like to assist you in any way we possibly can.  If you prefer to contact the Bank directly, please feel free to call or email the Customer Response Manager using the following contact information:
 
[redacted]
[redacted]
[redacted]
 
We will begin our investigation immediately if you can contact us with the necessary information.  If we do not receive the information required to locate your account we will have to consider the complaint closed.  We look forward to hearing from you in the near future.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[First, Chime or Bancorp have the information totally wrong as is to be expected.  I received a letter stating that the refund had actually come through on the 19th and they apologized that it was not posted to my account as soon as it should have been.  Second, why would have been classified "Buyer's Remorse", when the Merchant verified the amount was being refunded.  The Customer Service representative for Chime are mns.  I have decided to resolve the issue myself by re-directing my Direct Deposit.  That will totally solve the problem.  My Credit Union has Customer Service Reps that are competent and intelligent enough to know a pending refund from alleged "Buyer's Remorse".  But, this will not be an issue for Bancorp or Chime. as I will take my business elsewhere and maybe they will have "Customer Service Remorse" and learn from this experience.  If they don't, oh well.  They are not the first company to sink for lack of Customer Service and they definately will not be the last.
 
The only remedy they can give me is a $50 credit for holding my money hostage in order to make a little interest.
 
Revdex.com, I would like to thank you all for your excellent work.  It is so unfortunate, that Bancorp or Chime cannot be trained at your agency.