The Bancorp Bank

Review: they have a security policy that they are able to put a hold on your funds as they deem fit and continue to charge monthly fees, until your identity is proven.Which I understand but after I sent in these documents I spoke with a representitive ,she told me that all 4 corners must be present and other wise they will release my $205 the remainder from $250 that was left after I had no problems using the other $800.So I do that resend my California DL , and my social security card,only to call back and be told my address documents are not right by the next agent.I told them the importance of getting the funds released was and they are wasting time I didnt have,I asked for a supervisor and he stated I must send them a copy of my tax return, then I said to close my account and send me the balance he said no,I was lucky he didn't send my money back to IRS,was that a threat? So atleast I would get it. So I sent them the return and I have yet to get my money released.Desired Settlement: they should return the balance I had when they put the hold on and release my funds. I would appreciate an apology Iappeciate the security measures but I did what they asked and still lost my Amtrak tickets

Business

Response:

[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.

Review: Money was taken off of my debit card prior to me receiving it, the company was notified regarding this nothing is being done to get the funds back. It was not brought to my attention prior to me finding out that the card was activated and used prior to me receiving it. 1,000 was taken off and I just want the money back and to find out who did this to me. I feel helpless. Ive contacted customer service amd they say they will call me. I was told a provisional credit would be returned to me while the investigation was going on but I still have not received anything. I feel like ive been lied to and the issue is not being resolved.Desired Settlement: I want the 1000 plus any fees that were charged bu get it card when the money was taken off my card

Business

Response:

[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.

Review: They will not close my account and they have my money.

first you have to request paper work to be sent to you in the mail to fill out

I did that.

Then you have to send it by fax to them.

I did that

Then I called them the day I sent it and then the next day as well and they said there is not way of knowing if they have got the fax or if it is being processed.

I believe being they have my mony they should be able to let me know the status of my request.Desired Settlement: Give me my money

and prosecution if they don't for steeling my money

Business

Response:

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.

Review: Hello,

I have the [redacted] "The Approved Card". I got it almost the day it came out and have been happy with it knowing abouts the fees of a prepaid card. I have run 10s of $1,000s through my "Approved Card" with no issues.

Earlier this year I got a service that was broken into 3 monthly payments. First month was $118.00 and next 2 months was $99 each. However I switched payment methods for the last 2 $99 payments. They have a money back guarantee which I requested when not fully happy with the service.

This merchant refunded promptly the entire $316 amount back to my "Approved Card" in a single refund. My "Approved Card" got blocked for fraud and I called (having to pay $2 to speak to customer service) giving a long list of documents I needs to send in to validate the payments were valid.

I sent in all the documents and got a call saying they can't unblock my card. They said the merchant would need to charge the 2 $99 on my approved card and then refund the other 2 $99 that was done on our Wells Fargo card.

The merchant billing because they refunded in full in not returning my calls and to them the case is closed. I have paychecks coming to my "Approved Card" and I am in effect locked out.

The cardholder agreement does not state this policy and I spoke with customer service reps, supervisors and the fraud department all saying they can't do anything.

I can't control how the merchant refunded me. I am locked out of my money with no recourse.

Please help!

Thanks,

[redacted]Desired Settlement: I would like my card unblocked and the customer service fees reversed.

Business

Response:

November 21, 2013

Re: Revdex.com Case ID [redacted] – Approved Card Prepaid MasterCard

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

Based on current validated risk strategies, there is a security alert utilized by i2c, the processor for Approved Card, that flags any merchant credits that are larger than the initial debit from that merchant. This alert was triggered in this case because the merchant credit of $316.00 to your Approved Card was higher than the original charge of $118.00. As you stated in your complaint there were two payments of $99.00 each that were initially charged to a Wells Fargo card. Ideally, the merchant should have processed a separate credit for $198.00 to the Wells Fargo card.

The agents to whom you spoke were following the established procedure for this scenario. When we received the email directly from you we escalated your concern and took prompt action to resolve it. The block on the account was removed on the morning of November 21, 2013. We contacted you to advise you of the resolution.

We apologize for any inconvenience that this matter may have caused you, [redacted]. We have implemented our security procedures for the expressed purpose of safeguarding our customers’ accounts. We understand that at times this may create a perceived conflict with the level of service expected by our customers. We are sorry for any delays you experienced during the course of resolving this concern. We are reviewing your contacts with our agents in order to identify any opportunities we may have to improve this particular process. Additionally, per your request the fees related to your inquiries about this transaction have been credited to your account.

We trust the information provided above will address this matter. Please contact us with any additional questions.

Consumer

Response:

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

Review: I had my tax return sent to my prepaid account on 3/4/15. They froze my account on 3/5/15 and I didn't have the proper documents to unfreeze the account. I was told on 3/26/15 the funds was being returned to the IRS and that it could take u to 8weeks as it was a matter of the IRS accepting the funds. I waited 7 weeks nothing and so I spoke with agent [redacted] at IS who said the funds was never returned. I contacted [redacted] and Bancorp who kept telling me o contact the IRS. I told them I would be filing a report with Revdex.com and ripoff. After waiting I was told to have the IRS to send an indemnity letter to get my funds released. Never once was this information given to me. I called the IRS abck they stated a letter was not needed for the funds to be returned. It's 8 weeks and no one has taking ownership and my funds have not been returnedDesired Settlement: I want my money

Business

Response:

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

[redacted]The Bancorp

Consumer

Response:

Review: I contacted the bank because online billpay wasn't available and the on screen prompt asked me to call customer service. I called and received a non English speaking agent that told me that it was fixed and there was no problem and that I simply need to log in again. That was not the case. So I called back, spoke to another non English speaking agent who was exceptionally RUDE and wouldn't let me speak. She lied several times, telling me the same thing the first lady told me then trying to feed me some line about an internal email that said ALL online billpay companywide was down and had been down for a week. So I called back and asked to speak to an English speaking agent and this lady on the phone this time fixed it immediately.Desired Settlement: I would like an explanation from Bankcorp and assurance that this type of problem will not happen ever again. I would like them to explain to me how much my time is worth to them and what should be done about having to call three mind-numbing times in order to get a very simple task accomplished.

Business

Response:

Good afternoon, [redacted]. I've attached a copy of the complaint response letter we mailed to Mr. [redacted] today. Please let me know if you have any questions.Thank you.[redacted]

Review: I purchased something from [redacted] in the amount of $96.93. I returned the merchandise on 10/31/14 and was issued a credit onto my [redacted] Balance Financial card (the same card that I made the purchase with). I waited 4 days and when the return hadn't been credited to my account, I called the 888 # to inquire about the problem. I was advised that there was a balance mismatch. It was showing in their system that the amount had been credited to my account but it wasn't showing up on my account balance. On 11/3/14, they advised that they will escalate the problem and gave me an escalation [redacted] and advised that they would have the problem resolved in 1-2 business days. On 11/5/14, they advised that they STILL don't have an "update" on the refund and that it has been escalated to the tech department. They constantly apologize but do nothing to rectify this problem nor will they give me any date that the issue will be resolved! It is ridiculous that I have not received the money on the account 6 days later!!!!!Desired Settlement: I would like the refund credited to my account immediately!!!!!!!!!!! It may seem like a small amount of money for some but this has created a hardship for me. I would like this problem rectified asap!!!! Thank you!

Business

Response:

[redacted] RE: Your Balance Financial Prepaid MasterCard - Revdex.com case [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. Our records show that on November 1, 2014, the credit for the returned purchase at Walmart did post to your account; however, due to a system error, it was improperly displayed. [redacted], the program processor, researched the issue and we are happy to report that the error was corrected on November 7. The current balance is accurate and all transactions are recorded correctly. We apologize for the inconvenience you experienced. Due to the error, we have reversed two monthly fees totaling $5.90. The credits posted to your account on November 11. We hope this information is helpful. Please contact us with any additional questions. Sincerely, The Bancorp Payment Solutions Group

Review: On November 2013, I made a request to receive my payroll on my Excella Card because I was directed to choose a payroll option by my employer. On November 26th, the money was deposited and I could not access my funds. When I called Excella to find out why, I was told that the money was sent as a refund. This happened because I gave payroll the numbers on the front of the card instead of the account and routing number of the card. I immediately went online to my payroll dashboard and corrected the information. In regards to the money already sent, I was asked to have a letter faxed from payroll confirming that the payment was not fraudulent and they would release the money. The fax was sent from my parent company on November 26th and I was told it was not received. So in effort to get paid, I had the parent company and the payroll send the same fax on December 3rd. After having a copy forwarded to me, I also faxed the letter twice that evening because I was told that none of the previous faxes were not received. Impossible!!! I even had confirmation that it was sent emailed to me as well as the confirmations from the one I sent. I want to focus on [redacted], who is a supervisor at Bancorp which backs Excella Card services. I have had many conversations with her . She was the one who told me to fax the letter. At this point, I gave my daughter authorization to speak to this company because I am 72 years old with high blood pressure. This is too upsetting to me that some company could play with me like this. On December 6th, a fax with the same card ID# and information that the payment was not fraud but a direct deposit as requested was sent. Finally, they admit that they received it. Imagine my frustration when [redacted] tells me that the information is insufficient and she can't help me!!! I asked her repeatedly what was missing and like a broken record, all she could say was insufficient. If you can realize that something is missing shouldn't you be able to say what it is? Then MS. McCarthy tells me that my payroll needs to do a "forced stop" and retract the payment to reactivate the card and release my pay.. This will make me incur extra fees which I was told by my payroll. Gabby told me a "forced stop" is free. Who should I believe? After much debating, [redacted] finally conceded to calling my payroll department on a three-way which she should have done in the first place. The contact information was right on the fax. Mr. Charles Troy, who is the Ops and Compliance Officer of my payroll picked up the phone. My lucky day, so I thought. After telling him about this "forced stop" business, Charles told Gabby that they have every authority to release the funds because he is confirming the payment or simply send the money back. [redacted] refused to cooperate and said that she can't do anything. [redacted] even asked her ,after he got frustrated, if this was personal. So here I am On December 11th, almost a month later without my pay of $815 that Bancorp refuses to release. How is this possible for a company to steal from me like this?Desired Settlement: I want my pay immediately. I want [redacted] reprimanded for credit card abuse.

Business

Response:

December 30, 2013

RE: Your Excella Visa Prepaid Debit Card

This letter is in response to the concern you raised with the Revdex.com regarding your Excella Visa Prepaid Debit Card. We have reviewed your complaint and have determined the following.

[redacted] your account was made inactive due to a credit posting to the card without an off-setting debit. This type of transaction triggers a fraud alert, and the card is inactivated until a thorough account review can be completed. In this case you were asked to supply receipts to show proof of the purchase that took place.

In this situation, you acknowledged that you made the error when providing direct deposit information to your payroll company, which is why it was applied to the account as a POS credit and does not have an off-setting debit.

Since you acknowledged the error, and have corrected it, the card was made active on December 19, 2013, so you have full access to your funds.

FSV, the program manager, has reviewed all of the faxes received on both November 26, 2013 and December 3, 2013, and there are several that did not have any cardholder identifying factors that would allow them to know that they were intended for your account, which is why you were informed that the faxes were never received.

We apologize if you feel you did not receive the type of customer service you deserve. We take all feedback, positive and negative, very seriously. We have spoken with FSV and they have assured us that they will review all the calls between you and the customer service team and will address all issues that they find.

We hope that this information is helpful. Please contact us with any additional questions.

Sincerely,

The Bancorp Bank

Payment Solutions Group

Review: I received a $75 debit card issued by this company and failed to realize that the expiration date was 9/13. I contacted the company because it is clearly stated on the back of the card that "there is a monthly maintenance fee of $2.95 will be charged beginning the month following card expiration." I contacted the bank last Tuesday and was told that the grace period of 60 days is over so that this cannot happen. I do have the card in my possession.Desired Settlement: I would like to have the funds added back to the card, minus the $2.95 monthly fee for october and november.

Business

Response:

January 13, 2014

RE: Your Swift Account

This letter is in response to the concern you raised with the Revdex.com regarding your Swift Account. We have reviewed your complaint and our findings are summarized below.

[redacted] the program manager, has informed us that they contacted you to let you know that a new card will be issued to you. That card was mailed on January 10, 2014.

Your new card will expire at the end of May 2014. As mentioned in the call the balance on the new card is $53.20. A $10.00 reissue fee, plus the $2.95 monthly service fees were deducted from the $75.00 that was originally loaded to the card.

We regret any inconvenience you experienced related to your card, and we are glad we were able to successfully resolve this matter for you.

We hope that this information is helpful. Please contact us with any additional questions.

Sincerely,

The Bancorp Bank

Payment Solutions Group

Consumer

Response:

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

Review: I applied for Univision mastercard which is issued by the bancorp bank, I started using this card ending in 4831 which is on my name [redacted] in february 2014 and I used it fine for 2 months and after that they suspended my account saying me that there is unusual activity on my account and are not releasing my funds $1253.92, they are saying me to provide my id, proof of address, why do I need to do that to get my money back and being as a US citizen its my right to deny to provide my personal information. They have been charging $9.95 each months on my account for the monthly fee. I have called their customer services many time and those guys even don't know how to speak in english they are of no help. I don't want to provide my id to you guys because I don't feel comfortable doing so, I don't want to conduct any kind of business with you guys just release my money on my card so I can use it. Here are all my transactions on my account which they are saying is illegal

2/28/2014 2/28/2014 Value Load - Green Dot Pasadena CA [redacted] $452.94

2/28/2014 2/28/2014 Refer-A-Friend reward invitee - REFER-A-FRIEND REWARD INVITEE [redacted] $5.00

2/28/2014 2/28/2014 Monthly Maintenance Fee - MONTHLY ACCOUNT ANNIVERSARY FEE CC0096F1FC65 ($9.95)

2/28/2014 2/28/2014 Value Load - Green Dot Pasadena CA [redacted] $500.00

3/31/2014 3/31/2014 Value Load - Green Dot Pasadena CA 73934570 $334.92

3/31/2014 3/31/2014 Monthly Maintenance Fee - Deferred - MONTHLY ACCOUNT ANNIVERSARY FEE CC00EFC56E22 ($8.64)

3/31/2014 3/31/2014 Value Load - Green Dot Pasadena CA 77239286 $551.48

3/28/2014 3/28/2014 Monthly Maintenance Fee - Partial - MONTHLY ACCOUNT ANNIVERSARY FEE [redacted] ($1.31)

3/19/2014 3/20/2014 Purchase - WU [redacted]DBC01 ($290.00)

3/18/2014 3/18/2014 ATM Cash Withdrawal ([redacted]) - *HOBOKEN MIDTOWN HOBOKEN NJ [redacted]82 ($503.00)

3/18/2014 3/18/2014 ATM Withdrawal Fee - *HOBOKEN MIDTOWN HOBOKEN NJ [redacted]82 ($1.95)

3/17/2014 3/17/2014 Value Load - Green Dot Pasadena CA 72114509 $363.12

3/16/2014 3/16/2014 ATM Withdrawal Fee - [redacted] BANK EDISON NJ 232 ($1.95)

3/16/2014 3/16/2014 ATM Cash Withdrawal ([redacted]) - [redacted] BANK EDISON NJ 232 ($503.25)

3/16/2014 3/16/2014 Value Load - Green Dot Pasadena CA 75228806 $480.00

3/14/2014 3/14/2014 Value Load - Green Dot Pasadena CA 75039488 $451.29

3/7/2014 3/7/2014 ATM Cash Withdrawal ([redacted]) - [redacted] BANK EDISON NJ 20 ($403.25)

3/7/2014 3/7/2014 ATM Withdrawal Fee - [redacted] BANK EDISON NJ 20 ($1.95)

3/6/2014 3/6/2014 ATM Withdrawal Fee - *HOBOKEN MIDTOWN HOBOKEN NJ [redacted]45 ($1.95)

3/6/2014 3/6/2014 ATM Cash Withdrawal ([redacted]) - *HOBOKEN MIDTOWN HOBOKEN NJ [redacted]45 ($503.00)

3/5/2014 3/5/2014 ATM Cash Withdrawal ([redacted]) - [redacted] BANK EDISON NJ 9965 ($503.25)

3/5/2014 3/5/2014 ATM Withdrawal Fee - [redacted] BANK EDISON NJ 9965 ($1.95)

3/5/2014 3/5/2014 Value Load - Green Dot Pasadena CA 70683681 $320.44

3/5/2014 3/5/2014 Value Load - Green Dot Pasadena CA 73966383 $320.44

3/4/2014 3/4/2014 ATM Cash Withdrawal ([redacted]) - *EDISON - TALMADGE EDISON NJ [redacted] ($503.00)

3/4/2014 3/4/2014 ATM Withdrawal Fee - *EDISON - TALMADGE EDISON NJ [redacted] ($1.95)

3/1/2014 3/1/2014 ATM Withdrawal Fee - *EDISON - TALMADGE EDISON NJ [redacted]13 ($1.95)

3/1/2014 3/1/2014 ATM Cash Withdrawal ([redacted]) - *EDISON - TALMADGE EDISON NJ [redacted]13 ($103.00)

3/1/2014 3/1/2014 Value Load - Green Dot Pasadena CA 73527189 $266.88

3/1/2014 3/1/2014 Value Load - Green Dot Pasadena CA 70243406 $225.00

3/1/2014 3/1/2014 ATM Cash Withdrawal ([redacted]) - BCB COMMUNITY BANK HOBOKEN NJ 6323 ($402.00)

3/1/2014 3/1/2014 ATM Withdrawal Fee - BCB COMMUNITY BANK HOBOKEN NJ 6323 ($1.95)

3/1/2014 3/1/2014 Value Load - Green Dot Pasadena CA 70206978 $355.50

4/28/2014 4/28/2014 Monthly Maintenance Fee - MONTHLY ACCOUNT ANNIVERSARY FEE CC00520053B2 ($9.95)

4/23/2014 4/23/2014 Value Load - Green Dot Pasadena CA 77626907 $284.52

4/23/2014 4/23/2014 ATM Withdrawal Fee - NJT-EDISON AVE EDISON NJ 6903 ($1.95)

4/23/2014 4/23/2014 ATM Cash Withdrawal ([redacted]) - NJT-EDISON AVE EDISON NJ 6903 ($503.00)

4/23/2014 4/24/2014 Purchase - NJT EDISON 0233 NEWARK NJ CC002BFA99B2 ($24.50)

4/22/2014 4/22/2014 Value Load - Green Dot Pasadena CA 77479776 $490.00

4/22/2014 4/22/2014 Value Load - Green Dot Pasadena CA 77479143 $265.00

4/21/2014 4/22/2014 Purchase - VOIPO [redacted]00 TX CC002E58D614 ($4.95)

4/21/2014 4/21/2014 Value Load - Green Dot Pasadena CA 80605661 $495.00

4/21/2014 4/21/2014 Value Load - Green Dot Pasadena CA 77298211 $351.63

4/21/2014 4/22/2014 Purchase - WU *1919171636 ###-###-#### MO CC00A5D0D908 ($490.00)

4/21/2014 4/21/2014 Value Load - PAYPAL TRANSFER CC00A68EA4C0 $270.00

4/21/2014 4/21/2014 Value Load - PAYPAL TRANSFER CC0085A06E22 $245.00

4/19/2014 4/21/2014 Purchase - WU *8[redacted] ###-###-#### MO CC00D48540F6 ($360.00)

4/18/2014 4/19/2014 Purchase - VOIPO [redacted]00 TX CC0009AD18F4 ($4.95)

4/18/2014 4/18/2014 Value Load - Green Dot Pasadena CA 76971340 $376.48

4/18/2014 4/21/2014 Purchase - WU *8874597066 ###-###-#### MO CC00318FE327 ($490.00)

4/17/2014 4/18/2014 Purchase - VOIPO [redacted]00 TX CC00275558AA ($4.95)

4/17/2014 4/18/2014 Purchase - WU [redacted]6 ###-###-#### MO CC0016803CB2 ($480.00)

4/17/2014 4/17/2014 Value Load - PAYPAL TRANSFER CC007D72ACAA $250.00

4/17/2014 4/17/2014 Value Load - PAYPAL TRANSFER CC001FCF547E $240.00

4/16/2014 4/16/2014 Value Load - Green Dot Pasadena CA 76655239 $498.22

4/16/2014 4/17/2014 Purchase - WU [redacted]5 ###-###-#### MO CC00D1E3ABC2 ($381.00)

4/14/2014 4/14/2014 Value Load - Green Dot Pasadena CA 76309130 $350.00

4/14/2014 4/14/2014 Value Load - PAYPAL TRANSFER CC00BCC3F01F $10.00

4/10/2014 4/10/2014 Value Load - PAYPAL VERIFYBANK CC00D04B6290 $0.04

4/10/2014 4/10/2014 DD Enrollment Bonus - DD ENROLMENT BONUS CC00967428A3 $10.00

4/10/2014 4/10/2014 Value Load - PAYPAL VERIFYBANK CC00F8A59CE7 $0.02

4/1/2014 4/1/2014 ATM Cash Withdrawal ([redacted]) - [redacted] BANK EDISON NJ 596 ($403.25)

4/1/2014 4/1/2014 ATM Withdrawal Fee - [redacted] BANK EDISON NJ 596 ($1.95)

3/31/2014 4/1/2014 Purchase - WU *7554401660 ###-###-#### MO CC00C28F2B95 ($460.00)

3/31/2014 3/31/2014 Value Load - Green Dot Pasadena CA 73934570 $334.92

3/31/2014 3/31/2014 Monthly Maintenance Fee - Deferred - MONTHLY ACCOUNT ANNIVERSARY FEE CC00EFC56E22 ($8.64)

3/31/2014 3/31/2014 Value Load - Green Dot Pasadena CA 77239286 $551.48Desired Settlement: All I want is that you unsuspend my card so I can use my money on my card and I won't be doing any kind of business with you guys in future.

Business

Response:

Good afternoon, [redacted]. I've attached a copy of the response letter we mailed to Mr. [redacted] regarding his complaint. Unfortunately this one is still unresolved. I don't know if you have any influence with Mr. [redacted], but he is insisting that he will not deliver documentary ID to prove his identity and that he is the person who has been conducting the transactions. Due to our obligations under the Bank Secrecy Act and USA Patriot Act we are required to have such fraud protection in place. We will be unable to release th funds until we receive the requested documents.Thanks, Lexe. Let me know if you have any questions.[redacted]

Consumer

Response:

I never accepted or signed nor I was told about Bank Secrecy Act and USA Patriot Act when I signed up for the univision card, I did signed the univision card holder agreement which doesn't states that I have to provide my photo id, social security card, proof of address at any point. I have already given them my name, ssn, dob, address and the card was sent on my address which I later activated. The card holder agreement I signed clearly states in the Amendment and Cancellation section, “In the event that your Card Account is cancelled, closed, or terminated for any reason, you may request the unused balance to be returned to you via a check to the mailing address we have in our records.”Secondly, I received an e-mail from [redacted] that my card was blocked because the pattern of transactions looks the same as potential fraud, now when I signed up for the univision card no one told me about this that I have to use my hard earned my like they tell me to, it's my money I can use it however I want it to and it's my right. If you guys have these type of rules and regulations you should these things before you start giving services to your customers. First you don't tell me about these thing when I signed up for the card then you just come out of the blue and start saying me that these things are prohibited, so again I am not going to provide my personal information to you guys because I just don't trust you, but if [redacted] gives me a personal guarantee that my personal info wont be misused I can provide that, but if in future my personal info gets compromised in any circumstances if [redacted] will take full responsibility for that whatever the circumstances are I can provide the documents he need me to, otherwise just unsuspend my card so I can use the remaining funds on my card.

Business

Response:

Good afternoon, [redacted]. Attached please find the additional information response for Mr. [redacted]. If you have any questions please feel free to contact me. Thank you. [redacted]

Review: The Platinum Signature Prepaid Master Card The Bancorp Bank [redacted] Customer that needs help!!! ATTENTION to who will listen, hear and assist: My name is [redacted] I received a prepaid card from "The Platinum Signature Card" from my income tax check in 2014. It was a Master Card dated up to 12/2016. After I used all my income tax money on this card; (I loved the card). I began a temporary job in the ending of May, 2014 that I do each summer for three months. I through that I could place my payroll checks on this card; "since it was still available." I called the [redacted] number and retrieved the bank routing number and direct deposit account number for my prepaid card. I then gave this information to my employer "The City of North Miami Beach" which they got all the appropriate approval from the Bancorp Bank. I think my first deposit was 5/24/2014 in the amount of $264.08-----now, I received this amount on my card; so I through that everything was ok. Since there was no problems my next paycheck when direct deposit in the amount of $312.26 but, I didn't check my card that week. The following pay check when direct deposit in the amount of $230.14; was deposited. I needed to pay a bill and that's when I checked my account and found that there were no funds. When I called the card and put my card number in it said, "CLOSED" ----that was it....

I started calling everyone from 6/30/2014 to today 8/6/2014. With many agents they all told me that a new card will be issued and they said to wait for 10 days by mail then 8 days then 5 days-----never received the new card. It has been over 30 days---no new card. They even told me that my address was wrong and that I was not who I said I was. This was a temp job and the only job; the money was to be used for my child school clothes, now I have nothing. After I didn't received it in the mail---they informed me that I could be charge $35.00 for it to come to me by next business, day front door on Tuesday, August 5, 2014, nothing. I called again they said that I need a tracking number to call back to retrieve this information as you know no tracking number. I received the run around over and over again................... [redacted] told me to wait for today August 6, 2014 I'm still waiting. Also, they charge me $3.35 every time I called. The names I got from your agents are: [redacted] and a supervisor.

In closing, I think that the guidelines listed in the agreement/contract should be developed to make someone treatments be as smooth as possible. I was trying to avoid unnecessary complications, I through that they're here to assist me to feel better in trusting them with my money. They didn't treat me with dignity and respect. Thank you in advance, please notify me should anything changes, but "I need my money". My number is [redacted]Desired Settlement: paycheck when direct deposit in the amount of $312.26 but, I didn't check my card that week. The following pay check when direct deposit in the amount of $230.14; was deposited.

Business

Response:

[redacted]

RE: The Platinum Signature Prepaid MasterCard

This letter is in response to the concern you raised with the Revdex.com regarding The Platinum Signature Prepaid MasterCard. We have reviewed your complaint and our findings are summarized below.

We have tried to determine why Advent, the program manager, did not correctly process your initial card request. However, because of the program’s impending shutdown (cards will no longer be operational after November 4, 2014) we could not complete our research.

Rather than cause further delays and more inconvenience for you, we have enclosed two balance refund checks. The first check is for $550.03 and includes reimbursement for two Live Agent Assistance fees of $2.95. We did not see any fees for $3.35 that you referenced in your complaint. After we processed the first check we realized it did not include reimbursement for the $34.95 fee that was assessed to your account on July 28 to send a new card via expedited delivery. Since that card was not received we have enclosed a second refund check for $34.95. You were not charged any fee for the processing of the two refund checks.

We apologize for the inconvenience and frustration you experienced. We hope this information is helpful, and that you find this resolution to be acceptable. Please contact us with any additional questions.

Review: In December 2013, the bank closed a prepaid card of mine with $5,571.84 on it. They requested a copy of my social security card and driver's license and a proof of address. I have now sent these items to various fax numbers and email addresses and keep being given a different story. This is getting to the point of being ridiculous and all I want is my account closed and a check delivered for the amount remaining on my account.Desired Settlement: All I want is my account closed and a check delivered for the amount remaining on my account.

Business

Response:

[redacted]

RE: Your MyVanilla Visa Prepaid Card

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.

Review: I filed a dispute with bancorp on 12/19/13 for my Rushcard last 4 of the card #1548 due to an ATM dispense error, my card was debited for funds not issued. And received confirmation that my documents were received on 12/23/13. I have since then asked for a provisional credit and for it to be expedited. Every day I have called to check the status of my dispute and have been advised to wait 10 bus days for just an approval if the credit can be issued. However I was also informed that my documents haven't even been reviewed. I sent the receipt from the ATM machine showing there was an error yet my card was still debited. Today I asked for this issue to be escalated and was told I would have to wait till 01/05/14 just for a call back. That is outrageous and unacceptable. I need my card to be refunded and this company needs to change their policies and procedures when it comes to escalations.Desired Settlement: I would like my card refunded within 48-72 hrs.

Business

Response:

January 6, 2014

RE: Your RushCard Accounts

This letter is in response to the concern you raised with the Revdex.com regarding your RushCard Prepaid Card. We have reviewed your complaint and have determined the following.

On January 2, 2014 a letter was sent informing you that a provisional credit in the amount of $101.75 was credited to the account. The letter was mailed to a different address than what you provided on the complaint. The letter was mailed to:

The final resolution of your claim will be completed as quickly as possible, but no later than February 2, 2014. You will have the use of these funds for the duration of the investigation.

We apologize that the credit was not given as quickly as you had hoped. We understand that this has caused you some inconvenience, but the provisional credit was given within the timeframe that was given to you when you contacted the bank. This credit was also processed in accordance with current banking regulations.

We hope that this information is helpful. Please contact us with any additional questions.

Sincerely,

The Bancorp Bank

Payment Solutions Group

Review: I hold a prepaid debit card under the brand of "The Approved Card" and I received a letter by Bancorp Bank that this card was being discontinued. On July 1st, 2014 I spoke to customer service and they said I would get a check for my account balance within 1 week. I have not received my refund for account balance. When I call I get "your card is closed" and can't reach customer service. I sent a email to customer service to no reply.Desired Settlement: I would like my account balance sent to me in a check like promised.

Business

Response:

Good morning, Lexe. I've attached the customer letter we sent to [redacted] regarding his recent complaint. Please let me know if you have any questions.

Thank you.

Consumer

Response:

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

Review: My purse was stolen on June 15, 2014 with my wallet inside that include my Mio debit card (MasterCard) that I had used to make a purchase. I called and canceled the card on June 18, 2014 at 9:26 am EST. It was then that the Customer Service Representative (CSR) informed me that a replacement card would cost $6.00. The was the first time that a charge had been applied for a replacement card given the strip wears out and stops working over a period of time and based on usage. The CSR explained that she doubted that the bank would send me a check for the $0.95 balance in my account. I am not going to let a bank that has billions of dollars worth of assets take my "penny bank." There is a proverb that reads, "...he who gives to the rich will become poor" and I am not giving to the rich and will not start and will not give them the permission to take my "pennies" either. This is a "no-brainer" I am not responsible for the thief who loves taking others possessions nor am I responsible for the date and time that it was stolen with a low balance but the fact remains that it is my money and I am entitled and justly due all of my funds in the bank. I want to close my account but I am not giving up my funds and I want my funds in the account mailed to me before I approve the closing of my account.Desired Settlement: The fund in my checking account to be mailed to me before my account is closed. There is a charge for a replacement debit card that was recently enacted for stolen debit cards.

Business

Response:

Good morning, [redacted]. I've attached the customer response letter we mailed to [redacted] today. The check was sent out yesterday. Please let me know if you have any questions. Thank you.

Todd

Consumer

Response:

There was no response to resolve this issue.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that there was no resolution to the complaint of fixing my account.

Review: I have this company's Chime debit card. I transferred $200 from my savings at another bank to this card on Monday July 6th. Chime card states they will post all transfers in 3-5 days. My bank has called them twice because Chime deducted the $200. From my savings acct. last Tuesday, but Chime still refuses to credit the $200 to my Chime card. A representative from my bank's fraud dept. Initiated a call to Chime card this morning and they still refuse to credit my Chime Card and cannot find a ,supervisor or a manager to properly credit my account.Desired Settlement: Immediate credit of my $200. to my Chime card.

Business

Response:

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]

Review: I signed up for a prepaid debit card with kaiku and had my tax return deposited on February 26 2015. I used my card they put a hold on my account . I had to send in Id verification and copies of 1040. I called the within the next 2 business days they stated they did not receive the front copy of my 1040 I then refaxed call again and Customer service states they still didn't receive it. Art this point I knew this company was given me the runaround. Then I had a Customer service rep state I could send an email to their customer to have funds sent back to the originator. I didn't hear anything back as far as a email or a call back, So I called back customer service for status and they told me 6 to 8 weeks to send back to originator. I was then told to email their customer service to get more information when I did that I was told that their process was to send it to their bank which is The Bancorp bank. I was never to that It had to go back to their bank. I was then told that The request was sent over to the Bancorp Bank and from that point their is no timeframe for my monies to be sent back. It is going on 2 months and the Bank is still holding my monies.Desired Settlement: I want my monies to stop being held If this Bank cannot send My monies to the originator as promised I want a refund

Business

Response:

Good morning, [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]

Consumer

Response:

Review: I received a very plain notice from The Bancorp stating that a $20 "Fee amount"had been debited from my "Safe Harbor IRA" account. Only the last four (4) digits of the account were provided. The letter was not signed. There was no company address listed on the letter. This is the first document I have received from The Bancorp. I have never received a statement or any other documentation from them. I am in control of the last two (2) IRAs I have opened in the last ten (10) years and those prior have been rolled over or were cashed out long ago. I am unaware of any IRA The Bancorp may have on my behalf. The first time I called, I was denied any information because I refused to provide my FULL social security number. The second time I called I explained that I was recently a victim of identity theft and would not divulge any personal information. I was told that The Bancorp received my IRA from another company, who agreed to all the terms. The other company was supposed to have notified me of the transfer to The Bancorp. I was also informed that they do not send out any statements of any sort. When I questioned how I was to obtain information if they never provided me a full account number, I was informed I can obtain it online or via Customer Care by providing my FULL social security number, as that is how all accounts are accessed/verified. I stated I was notifying the Attorney General (which I have). The representative agreed to verify my name and address and put in a request for a statement. Two (2) weeks later I called to follow up on the statement I had not received. I was informed nothing was sent because I had not verified my FULL social security number and/or date of birth and addition personal information. I refused to verify anything other than my name and address because I believe this to be part of an identity theft scam.Desired Settlement: I would like a statement with my account information and full account number so I may forward it to my financial adviser so I can roll it over in to an IRA I am actually managing . . . if it is legitimate.

Business

Response:

Good afternoon, [redacted] I've attached the response letter we mailed to [redacted] regarding her complaint. Sorry for the delay. Please let me know if you have any questions.Thank you.

Consumer

Response:

Review: On 9-17-2014 I noticed that a check had been forged in my name for the amount of 180 dollars. I Called the Bancorp bank to let them know what was going on. I was then told that the matter would be taken care of. A few days later I noticed a fee of 32 dollars for apparently an overdraft of my account. I was then subsequently hit with two more overdraft fees related directly to the original fee. I then called them back to see what was going on. I was told that I needed to get an affidavit and that it would be taken care of. I got the affidavit and overnighted it to them. They then told me they recieved the affidavit on 23rd of October. I heard nothing for a couple weeks. I then received a phone call about a week later from a nice young lady apologizing emphatically about my situation. You see during all of this mess I could not even access my account and I was forced to do crazy things like getting prepaid cards and trying to transfer money to those cards which embarassing to say the least. During this conversation this lady told me that (an american) told me that there were mistakes on their behalf. One being that the original 32 dollars I thought was an overdraft fee was actually a stop payment, which apparently they cannot do without my authorization. I was then told after I was told that ALL I needed to do was to get this Affidavit was that I needed a police report. I again told them that I was working offshore and they're was no way that I could get a police report and furthermore 100 dollars was scheduled to come out of my account the following day for a payment to [redacted]. If it was not for these overdraft charges, the money would have been there. After telling me that she would "take care" of the issue, money was not refunded in my account and I subsequently got hit with another overdraft fee plus a 25 dollar fee from [redacted] for a returned payment. The same conversation was held where I was told a freeze was going to be placed on my account but probably not for a "couple days". Then on the 7th of this month, my car insurance tried to take my monthly payment out of the account. Apparently it wasn't frozen, twice, two more overdraft fees. Today on 11-20-2014 I called and Spoke with [redacted] a Supervisor in Manila Philippians and demanded that she close my account to which she said was not possible until she got a police report. This Police report is not my issue, I've done everything asked and they have not held up their end of the deal.Desired Settlement: By my math I was hit with 6 total overdraft fees, correction 5 with one stop payment fee. I've paid 15 dollars to overnight the Affidavit. I now owe [redacted] 25 dollars. This means they owe me 232 dollars. I want the 232 dollars and I want my account closed. As for the police report. The only money I'm missing is the 232 dollars from Bancorp. A company Called [redacted] actually cashed the forged check so I advise the Bancorp Bank to contact them to initiate a police report and I will cooperate with Keesler Financial to the best of my ability and then some. I do not wish to be contacted by the Bancorp Bank again.

Business

Response:

Good morning, [redacted] I've attached copies of the response letter and refund check we mailed to [redacted] regarding his recent complaint.Please let me know if you have any questions. Enjoy your weekend.

Review: I bought a Vanilla gift card to travel in December 2014. Unfortunately I had all my belongs stolen including the vanilla gift card. I had so many troubles because of that. I got in touch with the company by the time hopping that they could sent me a new card. I thought wold be safer to put money in a gift card than actually walk carrying cash around, that was the hole point to by the card.

The company never sent me a replacement card. I was calling the company over and over and they always saying that they will solve my problem. I got tired of it. Because they keep postponing to send me a new card.

So I decided to ask for a refund. They are so disorganized, take days to simply check informations that I gave to then many times. I gave then all the documents they asked.

Now Nine months later this still unsolved. I am planning to get a lawyer to sue this company. I having trying to solve this friendly. I need to travel outside US in the end of the year. I never thought that would take so long to remain unsolved.

I put $500 when I activated it, By the way I had troubles to activate also, and I had around $457 in balance before had it stole.Desired Settlement: Just my money back the $456. Unless this do not get solved friendly.

Business

Response:

Good

morning, [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]

Consumer

Response:

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