The Bancorp Bank

Review: I purchased a gift card from this organization, card number ending in [redacted], and was unable to use it. Within the cardholder agreement it is stated " Your Card will be active when you receive it. You will have access to your funds and may begin using the Card within twenty-four hours after purchase. The card was purchased from Walmart in Tucson, Store #4264, on 02-Dec-2013 at 19:24, and the card was still not usable on 03-Dec-2013. On contacting the merchant about the card the representative confirmed the card was not activated and not in the system. The receipt from Walmart says the card was activated. The merchant wanted information from the receipt that was not present on the receipt and refused to activate the card or deal with Walmart concerning the issue. Instead, the merchant said absolutely the only way they would refund the card was for me to use my own resources to photocopy the front of the card, back of the card, the receipt from walmart and as well fill out a letter requesting the refund, signing it, noting the amount paid, citing the reference # in the subject line of an email for the request. The merchant was aware that all of this was being requested of me while they were in breach of the advertised functionality of the card. I understand the card, or the purchase process via Walmart can have some issue, but I think I am being asked to do something that exceeds what is reasonable to resolve this issue, with consideration to the merchants claims of when I can use the card. It is so much of a hassle that it will eventually cost me more than the card is worth. I understand Walmart has a no-refund policy so I cannot approach them directly about it, and it is my opinion that disputes about card activation should be handled between the merchant and the marketplace retailer when an issue like this comes up. The major supporting point I have for this is, Walmart gave me a receipt showing only the last 4 digits of an account number, while the merchant was requesting all 16 digits, and these digits are apparently not on the card itself. Further, the last four digits of this account number on the receipt only appear on the exterior envelope encasing the card, which could easily be discarded and subsequently belabor a refund or activation process.Desired Settlement: I think the merchant should have dealt with this in it's entirety and resolved it in a timely manner(not 3-4 weeks as they have said it would take once my letter was received). They have effectively asked me to resolve their problem, I think they are expecting I will not pursue it because it is such a hassle, which is evasive and essentially a scam. Further, the inconvenience to me is substantial and I feel that more than a refund is warranted in this situation. As of right now, I have been robbed. I paid for the gift card with legal tender and the product I paid for was not delivered. To deliver the complaint to the merchant on their terms will require the remainder of my evening, only because I can make my way to access the resources required to deliver what the merchant is asking. If I could not deliver the requested material, the merchant is essentially telling me it is not their problem and this is not ok. If I was a person whose every minute is valuable and costly, then the time it takes me to deal with this issue would be quite expensive and I would expect compensation for the inconvenience. I estimate this will take at least another 5 hours of my time, which I must spend in anticipation of this not being resolved, and want reasonable compensation for this at a minimum of what one would expect to lose working minimum wage for 5 hours. I understand not everyone makes 6 figures every hour, and there are many unemployed people in the country so this estimate may possibly average out as.. adequate and generous from my point of view. Another desired outcome is that the merchant must change the way they handle claims or be barred from selling gift cards.

Business

Response:

December 18, 2013

RE: Your Vanilla MasterCard Gift Card

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

This was an activation issue at the store level, at Wal-Mart. It is unknown why the activation failed at the Wal-Mart as there were no reported terminal issues on that day and for that particular merchant.

On December 3, 2013, you contacted InComm, the program manager, regarding the issue with activating your card. Unfortunately there was a communication failure that resulted in a delay in activating the card. The request to review the account was sent to the wrong folder by the customer service representative. The account was reviewed and the card was activated by InComm on December 11, 2013.

This issue has since been discussed with the customer service department to ensure escalations are being sent to the correct individuals. We apologize for any inconvenience you experienced. We truly regret the delay that was caused by the mishandling of your request.

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

Sincerely,

The Bancorp Bank

Payment Solutions Group

Review: I have been dealing with this company trying to close my account since 7/8/2015 in regard to a retirement account forwarded to their corporation by a previous employer. I have made 9 phone calls, and have faxed my personal information at their request 8 times with no resolution. They have made several promises, none of which they have kept. They have demanded my SS#, DOB, complete address, phone and email EVERY time I call even though I have a reference number they are suppose to use. I fear what will happen to the information since I have given it now to 8 employees.Desired Settlement: I want my account closed and my money sent to me, expedited as promised a week ago!

Business

Response:

Hello[redacted] I've attached the complaint response letter we sent to Ms. [redacted], as well as the FedEx tracking confirming the delivery of her distribution check. 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: I was an account holder at an online bank called [redacted] Financial. This company offered a debit card in which customers could accrue "perks" by using the card. These perks were denoted in terms of US dollars and could be redeemed for gift cards to popular retail companies or could be redeemed for cash. This company had several celebrity endorsements, including one by Dave Ramsey. Almost one year ago, the company folded and stated that they would refund all account balances, but would not be redeeming any unredeemed perks. I got my account balance back, but not my perks. I had a little over $120 in unredeemed perks at the time of their closure. After much arguing with them about this, I chalked it up as a lost cause and never expected to see the perks again. Well, I just got a letter from "The Bancorp Bank" in Wilmington, Delaware stating that they were paying out the perk balances and had enclosed a check to me of a little more than $120, which about what I had unredeemed. I recall the Bancorp Bank being involved with [redacted] when they collapsed and buying up a partial share of the company and another institution buying the rest. So, this letter and check appeared to be legitimate to me. I just tried to cash the check and it was a phony check. My bank's scanner wouldn't accept it and the bank personnel examined the check and determined it to be false. Obviously, I was very embarrassed at this outcome and I had to explain to them where it came from so they wouldn't think I was trying to be fraudulent. The Bancorp Bank, or someone posing as them, is preying on innocent former customers of [redacted] and this could end up being very bad for some of them. I am very concerned now about this organization having my information. I never gave it to them, so they had to have gotten it from [redacted]. This has been a very bad situation for me and I highly regret ever doing business with them.Desired Settlement: I want "The Bancorp Bank" to lose all of my information and for them to be shut down. Customer reviews on the internet are very negative for them. I have not called them yet because I'm afraid that everything about them is fraudulent. I'm afraid a call to them would be some additional phishing scam. I'm very concerned right now.

Business

Response:

[redacted]

This letter is in response to the concern raised with the Revdex.com regarding your [redacted] Financial account. We have reviewed the complaint and our findings are summarized below.

In addition to your complaint, The Bancorp received other complaints regarding problems encountered when attempting to negotiate the checks we sent to [redacted] customers in lieu of unredeemed rewards. As a result, we recently arranged to print and mail replacement checks to affected customers.

We have been advised by our Deposit Operations Team that you should receive your replacement check within 5-7 business days.

We apologize for the inconvenience and uncertainty created by the initial check. We appreciate the opportunity to fully resolve your concern.

We trust the information provided above addresses 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: The Bancorp Bank has my Approved Card (prepaid card) on hold since December 2013. I am unable to access my funds (total balance of $236.98 as of December 8, 2013) or my account information. After serveral emails and calls, the Bankcorp requested a letter from my bank to verify the transfers from my bank account to the card. On January 28, 2014, I faxed the letter from the bank and a copy of the bank statement with the last transfer made to the card. I also sent an email with the evidence on January 29. The transfers were made from a joint bank account under my husband's name and mine.

On February 18, I called customer service and they asked for additional 24 hours to resolve the situation. As of today I have not been able to resolve this matter with the customer service representative, and every time I call a service fee is charged to my account.Desired Settlement: Please send me a refund check in the amount of $ 236.98 with the balance on my account and cancel the card.

I request no service fee be charged to my account for the calls made to customer service representative, since they were not able to resolve this situation. I also request no monthly service fee be charged to my account since it has been placed on hold.

Business

Response:

March 5, 2014

RE: Your The Approved Card Account

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

[redacted], your card was blocked on December 11, 2013 due to a Bank-to-Card transfer that posted to the account. The block was due to a name mismatch between the external bank account and your Approved Card account. You were asked to provide a letter from the bank verifying that proper authorization was given to transfer funds from that account.

Our Fraud team attempted to contact you between December 11, 2013 and February 18, 2014 but they were unsuccessful.

On February 18, 2014 you called into the call center asking why the card was still blocked. The phone agent was unsure of the status so they asked you to allow 24 so the issue could be researched by the processor. The processor’s Fraud responded that they had never received the requested documents from the transferring bank. Accordingly, the block remained on the account.

After your complaint was received a Fraud Analyst contacted the transferring bank and verified the account information. On February 21, 2014 the block on the account was removed. An attempt was made to contact you by phone at [redacted] but the number was invalid. An email was then sent informing you that the card was reopened.

[redacted], in the complaint you mention that you have received a fee each time you speak to a phone agent. We wanted to make sure that you are aware that you have not received any fees for speaking to a Customer Service Representative regarding the fraud block. Live Agent Support Fees are not charged to cardholders when they are calling in regard to fraud block inquiries.

There was a monthly Account Maintenance fee charged to your account on January 26, 2014. That fee was reversed on February 21, 2014 (Below is the screen shot for reference.)

We understand that frustration and inconvenience that this has caused you. In the future, we ask that if something like this happens again that you provide the requested documents as soon as possible. This will speed up the review process and you will regain access to your funds much more quickly.

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.

Please make sure that personal information included on the business response (my phone number) is not published.

Review: I have had nothing but issues trying to register a rechargeable debit card since yesterday at 2:00 pm CST. I had placed the incorrect address on the enrollment and was told to fax in copy of drivers license, social security, and proof of address. I had done this without success. I called 5 different times to attempt to get resolution!!! I was told that it would take up to x 4 hours to resolve after faxing the documents. I was then called a couple of more times and was told to be patient by agent Jasmine. I continue to get pushed off on trying to get this card registered!

The final attempt was just a few minutes ago and now I am being told that I can not go further, since I am not the card holder. I was not advised this on previous calls to the customer service. I am the card holders brother, and she attempted to have her card registered online with my assistance for a few hours yesterday but eventually had to go home. We had incorrectly attempted to register the card with the incorrect (old address) but failed the registry after too many attempts. I was never once told that I had to have the cardholder present.

While I have all of the necessary information, including the balance put on the card, all of her personal information, etc. the current customer service agent now tells me that he has to talk to her. While I understand the need for security, we were not told this on the previous calls, including when the card holder was present. Now I am told that they could not assist me further and the merchant may have the option to refund balance on the card at their discretion if the desire is not to use the product.Desired Settlement: Full refund on the deposit that was placed on the card, without penalty or charges.

Business

Response:

Good morning, [redacted]. Attached please find the customer response letter and support documentation 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 the MyVanilla Visa Prepaid Card. We have reviewed the complaint and our findings appear below. On January 26, 2015, you contacted InComm, the program manager, on behalf of Jennie Avila, your sister, after efforts to register her MyVanilla account failed. Because your sister did not participate in the call, account information could not be provided to you. While we understand the inconvenience this causes, the policy is designed to protect the cardholder and must be adhered to. Upon receipt of your complaint, Wes Burton, an InComm Compliance Manager, contacted you and Ms. Avila and it was decided to close the account and mail a refund check. On January 29, a check for $70 was mailed to Ms. Avila via USPS. We trust this information is helpful. Please contact us with any additional questions.

Review: I received a notice from The Bancorp about a privacy practices for my Paylution Visa Prepaid Card. This notice was sent to my new address that I just moved to in July. I am not aware of and do not use a prepaid Visa Card, so I am concerned that someone might be using my information or might have set this account up without authorization. I have called the number published on the letter 877-644-1516, they have sent me to a second number 877-546-8220. I called the second number and they said there was nothing they could do or look into and sent me to a third number. I looked up Paylution prepaid card on the internet and called the credit card services number from their web site. Same thing, they could not help and wanted to send me to another number.

This is rediculous and potentially a serious matter. Yet, no one appears to be able to help.Desired Settlement: Start with a phone call. Can someone with 1/2 a brain call me so that we can figure out what is going on here?

They can call my cell [redacted]

Business

Response:

Good morning, [redacted] I've attached the response letters for the [redacted] complaint. In addition to the letters the bank also contacted [redacted] by phone on November 21, 2013 to advise him of our findings. He is satisfied with the resolution.

Thank you.

Review: My husband has an account with their prepaid service account now! We had our tax refund deposited to the account only to have it rejected because they said it had both our names on it and their system can only accept one name! That is completely ridiculous considering most people file joint returns and as long as the account holders name is on it it should be deposited. They advertised and pushed us to deposit our refund never disclosing this information. Then when we begin calling customer service due to this we kept speaking with people in another country who were no help and kept giving us the run around. By the time we spoke with bancorp the rep there was rude and brash. I explained to her how that made no sense to reject a check with both our names if it's a joint return. She kept talking over me and then procedded to blame the IRS saying they rejected it and not only them. That is a lie because I spoke with the IRS and had they rejected it it would have been before they sent the check. Bancorp/Account Now are scam artist. They refuse to acknowledge their faults and take action for misleading people to deposit their refunds. No where on their site does it say only one name can be on the refund! I plan to get a lawyer involved for misreprentation of products and services.Desired Settlement: Fix your so called computer system that rejected the check because it had two names on it. It's a joint return therefore it will have two names. As long as one is the primary cardholder it should accept it. Now me and my husband are in the position of eviction and car repossession because of your companies policies that were not and are not clearly stated on your website or told to you by your reps

Business

Response:

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

Review: Failure to refund my money they locked on a card 2500 dollars I complied with them and sent them all info they asked for and they still didn't give me my money back I have suffered I was evicted out my house due to this problem and I need my money back as soon as possibleDesired Settlement: it has a responsibility to pursue what they advertise if they are not going to do so they don't need to be in business

Business

Response:

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.

Review: I filed a dispute with Rushcard in March for a fraudulent charged I was advised I would get a credit for this charge, and did not.

I filed a dispute for a fraud charge in March. I was advised to fill out paperwork and return within 10 days. I did this, however the US Postal service did not deliver in a timely manner, and I was advised that I would not get my credit because of someone else's error. I have requested that the account be closed with RUSHCARD which they refused and I have a current open investigation with the FDIC and Federal Reserve. I want this resolved and want nothing to go to this card, as they will not close the account and will send a bill pay check that can not be cashed anywhere, and not an account closure. I want this addressed immediately. This was not my address, my residence, nor my account that was paid with my card. It is quite evident.Desired Settlement: I am looking for a refund od the $150.00 in fraudulent charges, mailed to me in a check immediately, as my 30 days of waiting have expired.

Business

Response:

[redacted]

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

On March 23, 2014 you contacted RushCard via email to file a dispute regarding an unauthorized transaction in the amount of $151.95 from the merchant billing as IPL/EZ-PAY [redacted] US that posted to your account on March 15, 2014. Your card was blocked and you were advised to contact RushCard’s Customer Service center via phone to have your card replaced. You were also provided with the written dispute forms and instructed to complete them and return them via fax or mail. You have yet to return the written dispute forms. Consequently, no provisional credit was posted to your account.

On March 26, 2014 you called to have your remaining funds transferred; however, because the card was blocked a card-to-card transfer could not be completed. The Customer Service agent advised you of the situation and explained that your card could be replaced. You then requested a supervisor. When speaking with the supervisor you requested to have your account closed and your remaining funds sent to you.

On March 28, 2014 a refund check in the amount of $590.51 was issued to you. This check was cashed on April 8, 2014.

On April 2, 2014 a credit for $39.65 was applied to your account from merchant GREATGLAM.COM. A refund check for $39.65 was issued to you on April 16, 2014.

The dispute investigation for the $151.95 unauthorized transaction claim is still ongoing. A Disputes Analyst attempted to contact you but has been unsuccessful so far in reaching you by phone. We did submit the chargeback on May 1, 2014 but the merchant has not yet responded. The merchant has until June 15, 2014 to respond. If they do not respond we will credit your account and submit the funds to you via bill payment check. If the merchant does respond we will evaluate their response and take the appropriate action. We will notify you in writing when the dispute case is closed. We truly regret the inconvenience and frustration you have experienced.

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

Review: My husband ordered a Mastercard through Univision.Well 2 days after that Univision sent him an email saying his account was closed "due to suspicious activity" on the card.Well, on july 18th he had his first paycheck direct deposited onto his card in the amount of $658.66. He called that morning to check the balance and it said the money was in his account so he stopped by the gas station to fill up for work and the card wouldn't work. So he immediately called Univision and they told him that he needed to send in documents to verify his identity. So they told him to send in a copy of his social security card and a copy of his driver's license and proof of his address. So he sent in the documents they requested in that same day. He called back later and they told him that his documents "weren't clear" and requested he send them a copy of his tax return and his social security card again! They told him once he did that that it would take 72 hours for him to process his identity documents. He called back the next morning and they told him that his documents were accepted now all he has to do is give it 72 more hours and call back. So he called them back on July 21st and they told him to "call back tomorrow", that they were still processing it. So like they said, he called back the next day, and the next day, and the next! They kept telling him the same thing! They would change it up and say "call back in 48 hrs" or "call back tomorrow". By then, it was getting ridiculous and frustrating to be told the same thing over and over again. They told my husband that their system was doing an update and of course, "call back in 48 hrs". So he waited and he called back and they used the same line. Finally my husband told the customer service representative that it should not take that long to verify his identity because they have all the necessary information. They keep giving us the run arnd and wont let him have access to his money! This has put us in a bind and something needs to be done!Desired Settlement: I would like for my husband to have his account unlocked so he can have access to his money. We have children that have needs and bills that must be paid. He worked hard for that paycheck and it is entitled to him.

Business

Response:

Good afternoon [redacted] Attached please find a copy of the complaint response letter we sent to [redacted] regarding her recent complaint. We have also attached a copy of the refund check that was mailed to the customer to resolve the 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.

I put money in my T-mobile prepaid visa card for purchases and bill payments. When I still have a big balance on the card, they closed my account and refused to refund my balance. I got a ticket number but no one ever contacted me as they promised me.

Review: On 9/5/13 I purchased a Green Dot MoneyPak for $250. I then loaded the funds onto my Univision MasterCard Prepaid Card which is issued by The Bancorp Bank. The next morning I received an email that my account had been suspended because of suspicious activity. I called Univision Card Services and was told I needed to send them documents to verify my account. In total, I have sent them a copy of my state ID, social security card, a billing statement, my most recent tax return as well as a copy of my Experian credit report. I was then told to call back in 3 business days. After 5 full days I was told they needed more time and I had to call back in another 48 hours. Then on 10/23/13, I was told I needed to resend several of my documents because they were “not clear.” I did exactly what was asked of me and later on that same day I received an email acknowledging the documents I had sent and stating “The department in charge has reviewed the documents you sent and the resolution is that the account will remain closed” from Marlon of Univision Cardholder Services. I then called Univision and a person who identified himself as “Alex” confirmed that my account was now closed and I will now need some type of verification letter from American Express to have my funds returned to me. I explained to Alex that American Express had never been used and the account was loaded by a prepaid MoneyPak that I had purchased with cash. I offered to send the receipt as proof. I was then told that their verification department did not accept my documents and I needed to “go to the Police Department or Courthouse and get a letter from them verifying my identity.” I then had to remind this person that I have already submitted a valid ID, social security card, tax return and credit report to them. After being placed on hold again the customer service agent apologized and said what he had told me beforehand was wrong. He then informed me that I would not be able to get any of my money returned to me. I was never given a reason and when I asked to speak with “the department in charge” I was told that wasn’t possible. I then asked to speak with a supervisor and Carolina just gave me the same lines I had gotten before. She indicated that my money would be sent to the State of California and I had to claim it from them. I cited the Amendment and Cancellation section from the Cardholders Agreement that clearly states, “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.” When I asked them to close my account and mail me a check for my remaining balance, they refused. She stated that my account is not closed but rather just suspended and will continue to be charged a monthly service fee of $9.95 every month for as long as there is a balance. When I asked when they would send my balance to California she could not give me an answer. When I asked to speak with anyone from the United States, she offered me a fax number. When I asked for the name of the person I spoke with earlier she said his name was Jairo, not Alex as he stated. I have continually been given inaccurate and confusing information from this company. So as of right now I am currently stuck in limbo with no foreseeable way to get my money returned to me. After 52 days, 263 minutes on the phone and 9 emails for verification documents I still have not been given an explanation as to why my account had been suspended and closed. Univision Card Services has wrongfully seized my funds and is committing fraud through their unfair and deceptive business practices.Desired Settlement: $221.21 available funds at the time they suspended my account. Plus $9.95 for monthly maintenance fee.

Business

Response:

Good morning, [redacted] I have attached the response letters and the monetary documentation for [redacted] complaint. Please let me know if you have any questions. Thanks, and have a nice weekend.

Review: I had a card with univision card services and I had money on my card and I ordered some stuff and did not get the stuff or the money my account was closed and I just want my money back thank youDesired Settlement: 1,236.85

Business

Response:

Good afternoon, [redacted] Attached please find the customer response letter for Mr. Harris. 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 June 7, 2014 you called Customer Service for Univision, the program manager, to report your card lost. During that call you also opened a dispute claim for two transactions that took place on June 6, in the amounts of $1,003 and $282. On June 17, your Univision account was blocked due to suspicious transaction activity. When you called Customer Service that day you were asked to provide copies of your photo ID, Social Security card and a proof of address document from within the past 30 days. The documents were received on June 21; however, the Risk Department advised Customer Service on June 23 that although the photo ID and Social Security card were acceptable, the proof of address document was not and a different document was needed. The block remained on the account. On July 3, provisional credit was posted to the account for $1,235. This total represented the $1,003 and $282 transactions minus the $50 customer liability disclosed in the Cardholder Agreement. A letter was sent to you on July 3 to advise you of the credit, and a second letter was sent to you on July 8 confirming that the credit was permanent and the dispute claim was closed. After additional review of your account activity was completed, Univision permanently closed your account on July 14 and sent you a letter explaining the decision. On August 8, you called Customer Service and were given details regarding the closure of the account. That was the last communication you had regarding the account with either Univision or Bancorp until we received your Revdex.com complaint. The balance remaining on the account is now $1,177.15. In order to fulfill your refund request, valid copies of all the verification documents are required (photo ID, Social Security card and a proof of address document from within the last 30 days). We apologize for the inconvenience you experienced. It is always regrettable when we must close a customer’s account; however, at times it is the most prudent action to help ensure the safety and soundness of the customer network. We hope this information is helpful. Please contact us with any additional questions.

Review: I was in the hospital having surgery on 2/13/2014 and my debit card was stolen and funds removed. I filed a police report and a report with the hospital and disputed the charges over $2500.00. I sent all documents to BanCorp via Rush Card and it took over 2 weeks to get a word of my dispute status. On 3/21/14 I got a message that my card was blocked with $480.00 still available. When I called I was told that my account was closed due to filing a false dispute claim. My claim was not false! I was in the hospital on the days that my card was used and I called immediately once I realized it was no longer in my possession and had been used. I sent all documents that were requested for my dispute. There is no physical way that I used the card! I filed a police report and informed I wanted to press charges on whoever stole my card! Now I have no access to my money for at least 2 weeks, I have bills to pay, 2 small children and my direct deposit has been cut off! I should be able to withdraw my money before they close my account without notice! I call and no one helps me! I have been victimized twice!!!

Product_Or_Service: Prepaid Card

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my card available to me so that I can withdraw my funds immediately or have my money wired to me! I need my money for my kids! This is not my fault! They can close the account once I have gotten my money!

Business

Response:

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 our findings are summarized below.

[redacted], on February 14, 2014 you called Customer Service and verbally initiated a dispute for numerous unauthorized transactions that you alleged had posted to your account while you were in the hospital. You were informed of the dispute timeframes and also told that a replacement card would be mailed to you since the card that was used for the unauthorized transactions has been closed as a security precaution. The following day, an unauthorized transaction dispute form was sent to you. We received the completed written dispute form from you on March 6, 2014.

On March 20, 2014 we mailed the final determination letter to you letting you know that the investigation had been completed and that we did not find that an error had occurred. Your card was closed on March 21, 2014 due to security concerns about the account.

[redacted], on March 22, 2014 the remaining balance in your account was returned to you via a refund check in the amount of $479.02. The check was mailed to same address provided on the complaint:

We apologize for the frustration this has caused. It is always regrettable when we close a customer’s account, but at times it is the most prudent action in order to help maintain the overall safety and soundness of our customer network.

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

Review: I was gifted a Visa Vanilla Gift Card many months ago. I don't remember who gave it to me. I am being told that the card should have been activated upon purchaser but it was not.

Now since I do not have the contact who bought the card or a receipt with the "activation" code, I am being told that there is nothing that can be done.

It is totally unfair and probably happens everyday. Someone buys a gift card assuming it is in working order, only to never realize that it was not properly activated. They throw out the receipt and give the card.

I have heard that millions of dollars are wasted each and every year on gift cards and I am sure this has something to do with it.Desired Settlement: I want my $50 activated.

Business

Response:

December 18, 2013

Revdex.com of Delaware

60 Reads Way

New Castle, DE 19720

ID No.: [redacted] – Vanilla Visa Gift Card –[redacted]

This letter is in response to the concern raised by our customer [redacted] regarding his Vanilla Visa Gift Card. We have reviewed the complaint and our findings are summarized below.

According to InComm, the program manager, their system indicates that this card was never activated. There is no documentation showing any attempt to activate the card. The first sign of activity on the card account was an attempt to make a purchase using the card on December 4, 2013. We encourage [redacted] to direct any questions to the party from which the card was received. If he can obtain a receipt from the party that gave him the card or from the location where the card was purchased, Bancorp and Incomm will be happy to assist him.

We trust that the information provided will address any outstanding concerns. Please contact us with any additional questions or concerns.

Review: I noticed a fraudulent charge on my Rushcard. I called the card and they took my information and also encouraged me to call the merchant-Safeway- where the fraudulent charge took place. Rushcard informed me that they will contact the merchant to attempt a resolution to the matter. Since I have not used that store, I was confident that the matter will be resolved in the 45-90 days quoted to me. When I called the merchant, I was told there was no way they could resolve the matter since they needed an aisle or cash register number. I would not have that information since I did not shop there ! What I did have was the amount fraudulently used : $ 366.54, the day-November 9th, time 1:42pm EST and location of the store- [redacted]. I shared this information with the store, and still they could not help me ! I now know that they will not resolve the matter with the credit card company. I am not willing to wait 90 days to be told this ! I would like the matter resolved asap with the funds returned to my account. I have bills to pay that cannot wait 90 days.

Product_Or_Service: groceryDesired Settlement: DesiredSettlementID: Replacement

Since the card has been blocked after I made the claim of fraudulent use, I would like the amount either placed on my new rushcard ( which I will get in a week or so)or the amount mailed to my address.

Business

Response:

December 4, 2013

RE: Revdex.com (Revdex.com) Case ID No.: [redacted] – RushCard Prepaid Card

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

You contacted UniRush, the program manager, on November 11, 2013 to inform them that you did not authorize the $366.54 transaction from Safeway Store that posted to your account that day. The card was blocked due to the unauthorized transaction claim and a new card was mailed to you. The written dispute forms were emailed to you and you were instructed to return them within 10 business days.

On November 27, 2013 a letter was sent to you confirming that your dispute had been received and was being investigated; however, provisional credit would not be issued because written confirmation was not received within 10 business days of receipt of the dispute claim.

The Bank is still in the process of investigating the claim, and this will be completed as quickly as possible, but no later than February 9, 2014, which is consistent with the requirements of Regulation E. The results of the investigation will be communicated in writing within three business days of our determination. Though we are not required to do so, we have extended provisional credit to your account in the amount of $366.54 so that you will have use of the funds until the investigation is completed.

We understand that any unresolved financial matter can be frustrating. We will work through this matter as quickly as possible on your behalf.

We trust that the information provided will address any outstanding concerns. Please contact us with any additional questions or concerns.

Review: I have a Safe Harbor IRA with this company that I need to cash out for a pending home purchase. The Bancorp has repeatedly failed to check their fax machine/email inbox for my paperwork and confirm receipt. I have sent it 3 times by fax and twice by email. Every time I've called to confirm it arrived and will be processed, I've been stuck on the phone for 10-20 minutes, and they can never confirm if they have it or not. Promises to call back are never kept. A promise that if I indicated my email as urgent and a rush request I'd hear back was not honored either. This company has been tiresome. They've dragged their feet, and at this point I'm pretty sure they're just waiting for an ideal market day to process my transaction. It's unethical and places a lot of stress on the client.Desired Settlement: I need this IRA cashed out and the check sent to me in the next 5-7 business days.

Business

Response:

Good afternoon, [redacted] Attached please find the customer response letter and support documentation 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. It is very disappointing that they are incapable of keeping track of correspondence coming in. The timeframe that they completed the transaction within was, in fact, very satisfactory. However it was disturbing to make one phone call after another with no confirmation that they had gotten the forms and were processing. So glad to be done doing business with them.

Review: I had a checking account that was closed without notice and another one was opened and then again it was closed without any notice nor warning. Due to immigration regulations I have to submit my full banking history concerning year 2012 and 2013 including all check images with which rent that established California residency was paid.

Company is asking $5 per statement plus $2.5 per check image. I do not have the funds for all of that. Not one but two different Governments from two different countries are asking for those info. My account was shut down without notice. The terms and conditions did change but was not told how and as a foreign alien on a non immigrant visa I had no idea what I was signing. I lost all the points I accumulated and all out of the sudden my account was not free anymore. Bank claims they waived 4 inactivity fees while they never shipped my debit card so I could never swipe it so of course I could not use the account. I have extensive evidence. On top of that they closed the account with my money in it and didn't send a check. Those were my money. I disputed all the fees and they waive them because they could see my card was never activated because they never shipped it! So now they are using that as an excuse to make me pay for my full banking history while I wasn't even given one single warning to go online and download all my statements and check images before they disappear.Desired Settlement: To fulfill legal requirements The Bancorp need to send ASAP and free of charge:

1) All bank statements;

2) All check images;

For both account ending in 4235 and 1995 and for all years of banking of 2012, 2013 and 2014.

Bank also need to send a check with all the unused money that they ingested when they shut down my account without notice.

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]

Consumer

Response:

Review: Called to inquire about a declined charge. Because I made reference to myself not personally authorizing the charge, but could have been MY children I was trying to find out more information about the declined charge. Before I finished my sentence as soon as [redacted] (the customer service agent employee ID[redacted]) heard me say unauthorized, she started a compromised account action, which I DID NOT ask her to do, but she repeatedly stated was banking policy. This was a NON reversible action, It is going to end up costing me hundreds of extra dollars because of her action of going ahead and marking my account compromised. I had auto draft bill payments coming off that card and now before I get my replacement card those bills will be late..adding late fees to me. [redacted] offered no sympathy..neither did the supervisor [redacted] (employee ID[redacted] they did not offer any solution other than an apology and stated it was my fault for mention the word "unauthorized". They would express ship the replacement card, but it wouold cost me $27.95, they would not pay the cost for their mistake. Oh and it is also costing me $2,95 for a replacement card, becaus [redacted] took action that I DID NOT ask her to take.Desired Settlement: I wish for The Bancorp Bank to handle their customer calls by LISTENING to the customer BEFORE taking action and ASKING the customer if the action The Bancorp Bank intends to take is actually what the customer wants.

I also want The Bancorp Bank to reimburse me any additional charges I incur due to late or returned payments (I will supply the proof directly from the company who adds additional charges) because the card will now be declined by the companies I had auto payments set up with.

I also wish for The Bancorp Bank to NOT charge me the $2.95 replacement card fee as I DID NOT request this action by them to begin with.

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]

Consumer

Response:

Review: Bancorp, or the Bancorp has a website and an office. Bancorp pays rent. But during their rent hours, they decided to tell me in writing none of their computers is good enough to keep my account open. The office keeps many hours, but their computers couldn't find room for one more file, or gigabites. They decided with Bancorp employees and passwords to not let me get open access to an account I went through trouble and publicity to open and spend and keep occupied and full of account numbers and commerce evidence. Bancorp should have transferred my account indents to collateral arguers. My account from Bancorp base was supposed to provide my choices to lawyers who argue supreme commerce amendments, if it was going to be closed. The fact Bancorp says that my account closed but does not tell me if it was challenged to be closed, or requested. Part of the disclosure should be what is the curve of people that week closing their accounts through Bancorp closings. It seems if the store has enough items, my account should be open and extended and I still give money at each register. Bancorp did not get in touch with me in front of any Casio registers on commerce parking lot regions.Desired Settlement: DesiredSettlementID: Other (requires explanation) The Bancorp needs to rely less on computers and more on store registers.

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.