The Bancorp Bank

Review: My Vanilla Visa card was used at a Target store on 4/18/2015, the register locked up during the transaction and the store, along with the corporate offices said the funds were placed back onto my card. Incomm says they were not. Target stated if I filed a dispute with my bank they would not deny it. I submitted documentation via fax and email on or around 4/27/2015. According to their agreement, a resolution would be done within 10 days or 45 days. I have contacted the company and was told my claim was closed with no notes or reply. It was reopened again but no updates were given. I was told I would need to call in weekly if I wanted any updates. As of 7/5/2015 my funds have still not been returned.Desired Settlement: $200 refund check, if that is not possible, credit back to card.

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. [redacted]

Review: I have an IRA account setup w/ Bancorp through a previous employer and have recently attempted to switch from an IRA to an HSA account. I've called multiple times, and every time I speak w/ a Bancorp Customer Service Agent, I'm told to printout & fax additional forms or information. I've faxed documents twice and was told that I initially sent the wrong form, and that the 2nd fax was never received. I've come to the conclusion that this bank is either inept/or doing this on purpose, and what would seem to be a simple process has turned into an incredibly frustrating situation due to the fact that I've been in need of Medical Care for 2 months and haven't been able to transfer account. Today I spent over an hour on the line w/ their CSR agents telling me to send more documents, and when I told them I'm done w/ that and simply wanted to speak w/ a manager - No manager was available. I've therefore contacted another bank which I'd prefer to handle my HSA needs, and all they need is my Bancorp account number. Apparently if you have an IRA w/ Bancorp, you don't have online accessibility to your account information. So I contacted Bancorp yet again to simply get my account number for transfer purposes and they are saying that they cannot provide that information because they've already provided it to me once. This may be true but I've apparently lost the piece of paper that I (possibly) wrote this number on. Now I've left a message w/ management to get my account number and have still not gotten any response today and am quite frankly fed up w/ these people. I'm amazed at how difficult this process has been and how my situation is no better off than 2 months ago when I started the request to transfer funds.Desired Settlement: All I've ever wanted to do was to simply transfer my IRA to an HSA, but now I'm convinced that their might be fraud (or at the very least - deception) involved with how they handle these types of requests.

Business

Response:

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

Review: I purchased a $500 prepaid card from Bancorp. I tried to use it to pay my electric bill with Energy Plus for $233.93 on 4-22. The transaction was declined 4 times (I also tried a 5th time for a smaller amount just in case) On 4-22 I was told by a supervisor that the issue would be resolved by 4-26. As of today 4-27 Energy Plus is still showing the transaction to be declined and have not received any funds from Bancorp and has required me to pay my bill in another manner. Bancorp is still showing the transaction as complete and the funds 'spent'/not available on my card. When I call the number to challenge the transaction, they state that the transaction is complete and valid and refuse to give me the $ back. How can it be complete if the merchant does not have the $? They also refuse to contact Energy Plus to try to resolve the problem I have made multiple calls to check, but obviously I can't resolve the problem - Bancorp must contact Energy Plus for it to be resolved and they refuse to do that

This is not the first problem I have had using this companies prepaid cards - they should not be allowed to sell themDesired Settlement: At this point I should have $250 on the card. In that they can't seem to get the funds to merchants and in that they refuse to adequately service the card and resolve their errors I would like my $250 in cash

At the very least I want my $250 They have no right to it and have a responsibility to service the product they sell (they charge for the purchase of these cards over and above the amount on the card)

Business

Response:

[redacted]

RE: Your Swift Non-Reloadable Prepaid Visa Card

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

[redacted] on April 22, 2014 Energy Plus charged your Prepaid Card in the amount of $233.93. The following day Energy Plus settled the transaction and received the funds for your transaction. The funds were deducted from your card account at that time.

On May 1, 2014 Swift, the program manager, contacted you to advise you that the merchant had settled the transaction. You were advised that you would need to submit a dispute in order to reclaim the funds. You insisted a check be cut for you immediately because the bill had been paid twice; however, Swift was unable to do this as the funds were no longer in their possession. Energy Plus received the funds on April 23, 2014. You were advised that the only way to reclaim your funds was to file a dispute. Swift then flagged the transaction in question for dispute.

[redacted], we apologize for the frustration and inconvenience this has caused. It is regrettable that we were not able to immediately resolve your concern. We will be glad to assist you with the dispute process if you have any questions.

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

Consumer

Response:

Review: I am trying to close out my IRA account due to the monthly service charges that it is incurring. I have faxed documentation over 4 times, have made several calls and each time I'm told that one form or another is wrong. Why wasn't this all addressed the first time? This has been an ongoing problem that I've been dealing with for over 3 weeks.Desired Settlement: To close out the account and deposit my funds immediately.

Business

Response:

Good

morning, [redacted] Attached please find the customer response letter for

Mr. [redacted]. If you have any questions please feel free to contact me.

Thank you. [redacted]

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 innetded to make an online purchase at www.39dollarglasses.com which DID NOT go through, it never gave me any confirmation number or order aor any form of confirmation, my Univision card endind in 2255 was charged 3 different times for the same amount of $42.39 (3 times) so I called 39Dollar glasses and they explained to me NO charge was made.I then called Univision Card and they said my money was put on hold until 39dollarglasses confirms or not the order and it would be returned to me in 7 days. That is unacceptable since I never received any confirmation and my account should not be charged unless otherwise

Product_Or_Service: NO PRODUCTDesired Settlement: DesiredSettlementID: Other (requires explanation)

Immidiate funds refund. and Univision customer serviced to be enhanced, their language and forms of treating the customer are VERY poor and do not meet necessary standars

Business

Response:

Good afternoon, [redacted]. I've attached the customer response letter and supporting documents we're sending to Mr. [redacted] regarding his complaint. The transactions in the complaint were from May 2012, and all three were declined. His account has been closed since the end of 2012 with a zero balance. I suspect he got confused by look at an old pending transaction list and thought that he'd been charged, but these transaction never posted to his balance. Please let me know if you have any questions. Thank you.

Review: I received a letter from The Bancorp Bank, located at 409 Silverside Road Suite 105 Wilmington DE 19809. This company manages our Health Savings Account, endorsed by Blue Cross Blue Shield. Inside the envelope was our letter, along with a second letter containing personal information for another man. I now have the social security number, birth date, address, driver's license number, e-mail address, and phone number. I called the Bancorp bank and spoke with a representative named Recel, who was very nonchalant about my receiving this personal information. Recel first told me that she could not help me with this issue because I was not attached to my husband's health savings account. However, the issue has nothing to do with my husband's account, it has to do with the company mailing out personal information to non-involved parties. Finally, Recel told me that, "if you are so concerned about it, just mail the letter back." I told her I was going to lodge a complaint with the FCC and she told me that wasn't necessary. Please contact me if any other questions or information needed. If I have chosen the wrong medium for reporting this, than please direct me to the correct entity to lodge this complaint. I had difficulty in finding the proper institution.Thank you.Desired Settlement: I would appreciate an acknowledgement of their error and an explanation of how it will be prevented from happening in the future. I would also like to know how the issue of their employee was handled, she clearly did not recognize that this was an event of some magnitude.

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: Went to a Walgreen store near Chicago with the rest of my money to purchase a debit card used thru the said above bank to pay bills on line. I have receipts from purchasing and loading the new card. My card was activated but not usable. No replacement of my money. I was out right stolen from and given the corporate run around. I have never been taken from in my life and it feels horrible. Now I am going to lose my water and heat and electric. Have to move to shelter now because of my unwise choice of trusting them with my money.Desired Settlement: I would like my money back but they said in the contract there is no return! VERY UNHAPPY getting stolen from.

Business

Response:

Dear[redacted]

This letter is in response to the concern you raised with the Revdex.com regarding your prepaid debit card. We have reviewed the complaint and our findings appear below.

Based on the information you provided, we have unfortunately been unable to locate an account for you in our servicing systems. We have left you numerous messages using both the email address and phone number listed in your complaint; however, you have not yet responded to any of our messages.

Your concern is extremely important to us. We would like to discuss your card account with you but we need you to provide an account number. This will enable us to locate your account and perform the necessary research. Please contact our Customer Response Manager, [redacted]%3

Review: I had a 401K through a previous employer that was rolled over to Bancorp bank on 12/17/2014 without my knowledge and consent. When I inquired about rolling the funds over to an account with my new employer, I was informed that I would be REQUIRED to pay a $25 early closure fee.

I don’t understand why I have to pay to get MY funds returned to me when I did not authorize the transfer to begin with. Bancorp bank is, for all intents and purposes, holding my money hostage and demanding payment to get it back.

I spoke to a representative named [redacted] and she could not help me. I requested that she transferred me to a supervisor and she transferred my call to a manager named [redacted]. He also informed me that he could not help me and he eventually disconnected the phone while I was still on the line. He also informed that there was no one else I could speak to about this matter.

It is absolutely appalling how representatives are treating customers. It is also appalling how this bank is requiring that people PAY to retrieve funds that were sent to the bank without their knowledge. I kept asking the representatives how that seems fair or right. It’s unconscionable. I now have to a RANSOM to get my money back.Desired Settlement: I would like to have my $25 fee refunded. I did not authorize my funds being sent to this bank and I should not have to pay to get my money back.

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.

Review: I purchased two visa $100 gift cards (total worth: $200) through target issued by Bancorp bank. These cards weren't activated and not filled with the amounts according to a rep. The rep told me to email [redacted] with my case number is [redacted]dentification card, and back and front of both visa gift cards along with a copy of the e receipt I got from target. I was told if I didn't receive a confirmation within 10 minutes then to email them again. I messaged you guys on 12/18, the 19th and the 20th but haven't received a confirmation or reply since then and the cards aren't still working. I'm pretty upset with your customer service ad that I purhcased products but weren't properly given to me. I just request that you fill up both cards with the respective amounts of $100 for a total worth of $200. If you have any questions then please contact me.Desired Settlement: I wish to receive filled up visa gift cards with a total worth of $200.

Business

Response:

[redacted] RE: [redacted] Visa Gift Cards Revdex.com Case ID [redacted] This letter is in response to the concern you raised with the Revdex.com regarding two [redacted] Visa Gift Cards. We have reviewed your complaint and our findings appear below. The two [redacted] Visa Gift cards were purchased via [redacted].com. When you received the cards, you were unable to use them. When you contacted Customer Service for [redacted], the program manager, you were advised that an error during the fulfillment process caused the cards to be sent with no value associated with them. The [redacted] agent asked you to provide copies of the purchase receipts for the cards. When the receipts were initially received, multiple cards and denominations appearing on them made it difficult for [redacted] to confirm the value of the [redacted] Visa Gift Cards. Upon receiving your complaint, [redacted] was able to activate the two cards. Our records reflect that both cards have been spent down to zero balances since they were activated on January 9, 2015. We apologize for the inconvenience you experienced. We hope this information is helpful. Please contact us with any additional questions. Sincerely, The Bancorp Payment Solutions Group

Consumer

Response:

My issue has been solved with a delay but I have received it. SO you may close my complaint.

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 have been waiting for my direct deposit to be available in my Univision Card since Friday July 18, 2014 and today is Tuesday 07/2/2014 and still is not available. My wife [redacted] and I had called numerous times inquiring about this and they keep telling me that due to an update on their system the direct deposit is not yet reflected on my account. They keep telling me to wait for 24 hrs. so it can be reflected on my card, however is not like that. They keep promising that the funds will be reflected on the card at the end of each day, and every time I had checked the funds are not there. My wife [redacted] spoke to a supervisor today and he told her that he cannot tell her when the funds will be available and he does not know when the update will be finished. I am wondering how long can this update take, unlike other banks updates do not take more than 24 hrs. He did suggest for me to call my employer to request the direct deposit back, but in this case if he asks to get the deposit to be returned to him it will be process and still my money will not be available soon. I need this money now!

This is a very inconvenient situation:

1) I had worked very hard a week to earn this money and I trusted it was going to be available on Friday as usual.

2) I had already planned to pay some bills once with this money that now is not available. I keep getting phone calls from my creditors asking where are the payments I promised.

3) My wife is unemployed and I have 2 kids . So there is no other income but mine in my family. I have a family to feed and bills to pay.

I need to resolve this situation ASAP!Desired Settlement: I need to take this issue seriously. I need my money back ASAP! This is my money which I worked hard for a week to earn. I need this money back.

Business

Response:

[redacted]

RE: Your Univision MasterCard Prepaid Card

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 are summarized below.

Univision, the program manager for the card, has attempted to contact you numerous times via phone since your complaint was received and after confirming that an error was made regarding the posting of your direct deposit. Univision has been trying to get in touch with you so you can have immediate access to those funds.

Since Univision has not received any return calls, it presumes your employer found an alternate way to pay you, possibly via a paper check.

We would also like you to know why the error occurred. On July 16, Univision moved their account data to a new processing platform. The new platform works a bit differently than the previous one and while it did match the direct deposit information with your account it tried to match it up with the secondary cardholder listed on your account instead of with you. Since this program does not allow secondary cardholders to load the card, the direct deposit was rejected.

This problem with the platform was detected and quickly fixed but unfortunately your account was affected. We apologize for the inconvenience you experienced.

We hope this information is helpful. If you have any questions or if your concern is not yet resolved, please contact Customer Service at [redacted]

Sincerely,

The Bancorp

Payment Solutions Group

Review: This institution uses the name of Visa in such away as to damage the credibility of the name Visa and the product it supplies to CVS/pharmacy. The product is the prepaid Visa card Bancorp has entitled "Vanilla".

I purchased this product through CVS thoroughly reviewing the packaging of this prepaid card leaving it's display kiosk with the understanding that it was a card I could keep adding money too in order to protect my primary bank accounts from hacking by adding money to this card when needed for internet purchases.

As soon as I opened the card, I was angered to find that the bearer of the card could not reload, or add more money to the card when monies were depleted for the next purchases I needed to handle. The back of the card at the top above the magnetic stripe reads "NON-RELOADABLE".

I immediately took the card back to CVS and informed them on how this advertising was misleading, The manager reviewed the packaging and agreed with my discovery and hurt/disgust. BUT he informed me as printed on the receipt that "Activated prepaid cards are non refundable." I reminded him of how the packaging was misleading and how could he or CVS back up/support such misleading advertising. He apologized and informed me to take it up with Visa.

I immediately contacted the number on the back, Bancorp would only give me two options; use the card and be out the $5. activation fee and then toss it in the trash or they would send me a check in the mail. I felt used and cheated

My anger interfered with me asking one follow up question in regards to the refund: "Will the refund also include the $4.95 activation fee the plus tax."

I inquired as to why they could not immediately refund the amount to the card I used to make the purchase. They politely refused my request. I would have to wait 2 to 3 days for the check to arrive in the mail. (I reside in a homeless shelter; this is not a trustworthy option.),

She informed me the type of card I needed to purchase through Bancorp. I asked her if I could transfer the money from the card I just purchased to the card I actually needed; She politely said no.

The name of the Visa sponsored cards by Bancorp are the "OneVanilla" and the "MyVanilla".

I purchased the "OneVanilla"

The OneVanilla packaging reads from top to bottom, left to right:

Visa, $20-$500, $4.95 purchase charge, OneVanilla, Prepaid Visa Card, "Use every day for-, online shopping, pay bills, travel, & more!", Vanilla, OneVanilla, Prepaid Visa Card, "No Registration Required", "No Fees After Purchase".Desired Settlement: Visa should be notified about Bancorp misleading advertising, Bancorp should be forced to place on the front of the packaging:

OneVanilla

NON-RE-LOADABLE

For RE-LOADABLE

PURCHASE

MyVanilla

I would also preferred if Bancorp would tell me where I may pick up, FOR FREE, a MYVANILLA card in New York City and have that location contact Bancorp in MY presence, so that Bancorp can place FORTY DOLLARS on it and an additional TWENTY Dollars for the time and aggravation it took me to deal with this situation. As you will recall, I am homeless and live in a shelter. I have been having trouble on occasion with my mail not being delivered.

I am scheduled to be moved into my own apartment with a secure mailbox sometime after October 14th, 2015 if this will make a possible monetary restitution easier for Bancorp then this change of address should be completed, hopefully, sometime during the next three weeks.

Also, I feel CVS should to be held accountable, because I believe a company should protect it's customers by carefully reviewing all the merchandise it wants to stock in it's stores,

No store should stock an item that needs the disclaimer "Activated prepaid cards are non refundable." CVS is supporting, in my opinion, a business,,,,or, maybe even business' intentionally or carelessly taking advantage of their clients.

The definition of the term client is a "person seeking the protection or influence of someone powerful."

How was I protected when I made this purchase of an item supplied by a company who just sullied me by a misrepresented product, and just damaged their reputation by supplying such a product that has to have a disclaimer "Activated prepaid cards are non refundable." The cashier and the management at CVS never even informed me that activated gift cards are non-refundable.

As the card was rung up it became activated. By these rules what option does the client have? Also it was not exactly the product I needed. If they supplied the proper information about the item and the condition that go along with the item before the transaction was completed none of this would have occurred.

I feel CVS needs to change their information policies regarding these cards up front. CVS is only sullying their name by not taking the time to review and request changes of its suppliers in the cases of misleading advertising.

CVS is not setting an example of good citizenship by allowing their suppliers and by not informing other retailers of these intentionally or carelessly misleading advertising practices. The definition of the word citizenship is:

"status, rights, privileges, and responsibilities of a citizen; the condition or status of a citizen, with its rights and duties "

My conscious feels

CVS should be upfront with their clients when dealing with misleading advertising.

Gift Card policies should be attached to proper readable signage and attached to the gift card kiosks, at the check out counters and mentioned by the store staff before purchase.

They should request that the manufacturer change the advertising or CVS will no longer carry the item.

All products CVS caries are refundable, especially if they were returned twenty minutes after purchase,

CVS should establish a review bored to make sure all products carried do not have misleading advertising,

CVS should notify the proper authorities and other retailers when questionable advertising is noticed or brought to their attention, and

I should be entitled to a fifty dollar gift card

Business

Response:

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

Review: I would like the unused balance of $4315.94 in my [redacted] visa prepaid card(which is issued by the Bancorp Bank and serviced by [redacted] network) to be refunded to me via a check.

I have been a [redacted] Visa prepaid card customer since Feb,2015. The card was issued by Bancorp Bank,Delaware and serviced by [redacted] Network, California, Inc.

On July 6th 2015, I called customer service to request to close my [redacted] Visa prepaid card and get a refund for the remaining balance. I spoke to [redacted] in the risk management department, he asked me to send the following documents via email to [redacted]:

photo of front and back of my [redacted] visa prepaid card;

photo of my Driver's license;

photo of my social security card;

photo of a recent utility bill showing my name and address;

photo of me holding my driver's license (similar to a mug shot).

I complied to his request and send the documents via email. On July 11th, [redacted] called me again. After asking a series of questions from my credit report to verify my identity, he requested further documents, including the store receipts for the last two Reloadit packs I used to add funds to my account. I could not provide these documents because I threw them away after using the Reloadit packs. [redacted] said he could not issue me the refund without the documents.

Per the cardholder agreement,

'In the event that your Card Account is cancelled, closed, or terminated for any reason and you have registered your Card with your personal information, you may request the unused balance to be returned to you via a check to the mailing address we have in our records. There is a fee for this service. See the fee schedule above. We reserve the right to refuse to return an unused balance if the balance is less than the fee for sending a check.'

They already have enough information to verify my identity. Nowhere in the cardholder agreement did it say that the consumer need to keep all the used Reloadit packs for verification. In fact they are assuming the money in my account is illegal and ask me to prove it is legal, which is in contrary to one of the most basic legal principles "innocent until proven guilty".

Again I have provided enough documentation to establish my identity. I would like my money refunded to me.Desired Settlement: I would like the unused balance of $4315.94 in my [redacted] visa prepaid card to be refunded to me via a check.

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. [redacted]

Review: I have a T-mobile Visa card that is issued by The Bancorp. As far as I know, this is the correct company with which to file this complaint. I have been using the T-mobile card for a few months with no problem. I lost my job and got put on unemployment. I started sending my unemployment direct deposits to this card. There was not a problem. The week of Thanksgiving, I was waiting for my unemployment check to appear on my card. It took a long time so I thought it was because of the holiday. When I looked on my unemployment claim status, it said that the payment had been cancelled and reissued. I thought this was just a weird unemployment holiday blip because state unemployment isn't always the most efficient. However, then I went to withdraw some of the $300.76 that is still on my card so I could pay my rent. Even though my last unemployment check was not there, I would be able to pay for my rent with the money in my T-mobile account plus some money I had saved. The ATM kept saying it was declined. At first I though that I could not withdraw it because I was trying to withdraw too much, so I tried $280. I was not able to do that either. I called the customer service and they said that it was frozen because of a security concern and that someone would get to me in 1 to 2 business days. They had no information on the security concern. Since my deposit was blocked over a week ago from when I called, that means that my account was frozen for a week or more without me being notified at all. I waited until the next day and got nothing so I called again. I was told a totally different department handled that and that department would contact me in 1 to 2 business days. I also sent a message online. It has now been 3 business days and I have heard nothing. After reading some of the other complaints, it seems that I will not get a response from them and will have to take bigger measures. I've not done anything wrong with the card. I've not bought anything illegal. Nobody has stolen it and used it to buy anything. I've not even used it in a different state. There is no reason for my card to have a security block. It's Christmas time...I just want my money so I can do the whole Christmas thing. Also, I need to buy new computer before mine dies so I can look for a job and continue writing.Desired Settlement: I would like my card to get unfrozen and all of the money returned to me. I want to be compensated for the amount of stress and the fact that is my computer dies before I can buy a new one I'm in trouble. Seriously, the amount of stress I've gone though over this is beyond what should ever happen with a banking service. It's worse than dealing with US Bank and they were terrible. I also want to close out my card and never have anything to do with Bancorp or their affiliates. Unfortunately, I think my other prepaid cards are also affiliated with them.

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.

Review: that filed and requalation e on my account instead of give my back to my acount as stated within 10 business days and they just hung up the phone wouldnt get me to supervisor and the said the money will be back into my account by friday as they assured me for the atm withdrawl and now the giving me the runn aroundDesired Settlement: my money back

Business

Response:

Dear Ms. [redacted]:This letter is in response to the concern you raised with the Revdex.com regarding your RushCard Prepaid Visa Card. We have reviewed your complaint and our findings appear below.On June 2, 2014, you called to file dispute claims for $600 and $173.79.The $600 transaction took place at a [redacted] Supercenter. On June 2, you filed a verbal dispute. On June 3, after your written dispute form was received the dispute was classified as a Regulation E claim and provisional credit posted to your account on the tenth business day, June 16. On June 17, a letter was mailed informing you of the provisional credit. That same day you called Customer Service and received verbal notification of the provisional credit. Although [redacted] ultimately provided documentation establishing that the funds had been dispensed, the provisional credit had been made permanent and the claim was closed in your favor.The $173.79 transaction also took place at a [redacted] Supercenter. On June 2, you filed a verbal dispute claiming Non Receipt of Goods or Services. On June 3, your written dispute form was received and the matter was classified as a Non-Regulation E claim for which provisional credit is not provided. A chargeback was filed with Visa. [redacted] confirmed the transaction was valid and a letter was mailed to you on November 5 informing you of the outcome.We hope this information is helpful. Please contact us with any additional questions.

Review: I put $2, 700 hunderd on univision mastercard and they lock my card and it has been blocked for months and I sent unvision mastercard everything they told me to send and they still havent unblocked my card and I just want a refund check so I need u guys help to get my money back.Desired Settlement: I just want a refund check cause my money shouldnt be blocked its no reason for it to be blocked so I just want a refund

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 your complaint and our findings are summarized below.

On June 19, 2014, Univision, the program manager for your card, placed the card into blocked status for security reasons, i.e., your recent pattern of the load transactions caused this action.

That same day, you were advised by a Univision phone agent that in order for the block to be removed you needed to provide valid copies of your photo ID, Social Security card and a proof of address document dated within the previous 30 days.

On June 20, you submitted copies of a photo ID and Social Security card to Univision, but they have not yet received a valid proof of address dated within 30 days of when it is submitted. After a review of the photo ID and Social Security card Univision has determined that they cannot accept them due to some non-matching aspects in the documents. A refund check cannot be mailed to you until you provide acceptable verification documents as well as the proof of address document.

Univision has made multiple attempts to contact you by phone (most recently on October 10 and 13) and left voice messages informing you that a current proof of address document is needed. When you have obtained the requested document please fax it to Univision at [redacted]

We apologize for the inconvenience you have 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 hope this information is helpful. Please contact us with any additional questions.

Sincerely,

The Bancorp

Payment Solutions Group

Review: I have an HSA with The Bancorp Bank. I've had it for three years. Two years ago, I moved abroad, but decided to keep the account open in case I returned to the US. I realized I've been being charged $2.50/month for the entire time (compared to about +$.22 interest). I decided to close my account and pay the 20% penalty to the IRS rather than watch my account be picked away at.

The trouble started then. I tried to withdraw the funds to my external account, but there is a daily minimum of $500. The entire purpose of this is so they can take $.50. I cancelled the process and was charged $.50 anyway, plus an additional $.50 for the cancellation. I called and asked about cancelling (which is an additional $20) and they said I had to send an e-mail, so I did. I called back and was told the e-mail would be read in about 3 business days. After that, the process would take 20 business days. This guarantees they get to collect an additional $2.50, and possibly another $5.00 fee, before I can stop them from robbing me quarters at a time.

I've had investment, credit card, mortgage, savings, bonds, and many other types of accounts over the years. A month processing time to close an account is absolutely unheard of. I was told I could withdraw my money piecemeal, but that also requires an additional $2.00.

They're clearly dragging the process along to ensure stealing just a tiny bit more money before I can finally be free of them.Desired Settlement: The job being cancellation of my account and returning my money, what's left of it as of my requesting cancellation on July 29th. (Including the two $.50 fees that I can't begin to see justified.)

Business

Response:

[redacted]

RE: Revdex.com Case No: [redacted] Health Savings Account

This letter is in response to the concern you raised with the Revdex.com regarding your Primeflex Health Savings Account (HSA) at The Bancorp. We have reviewed the complaint and our findings are summarized below.

We were unable to locate the recording of the call during which you were incorrectly advised that you could request the closure of your HSA by sending a plain text email. Our procedures for an account closure require a signed request unless the account balance is less than $20. The signature is required because it will be compared to the signature we have on file on your account signature card. The matching of the signature is required for account security in order to release funds to a customer.

Regarding the timeframe for the account closure, it is a fact that this process is often completed in less than 20 business days; however, our HSA accounts generate spikes of seasonal activity related to annual tax deadlines. Although we often complete an account closure in far fewer than 20 business days, we always want to err on the side of caution when providing a timeframe.

We apologize for the inconvenience and frustration you experienced. We have provided an update to our agents providing them with the additional coaching needed based on the error you describe. The account closure was processed on August 9, and a balance refund check in the amount of $1375.75 was sent to you. The $20 fee was inadvertently assessed during the closure process. We have refunded this fee and a check for $20 is enclosed. We apologize for the delay and we thank you for the opportunity to fully resolve your concern.

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

Review: On January 22, 2014 I submitted the proper documentation to Bancorp to begin an HSA rollover to a new bank. I contacted customer service who informed me I needed additional information. I provided the requested additional information on February 5, 2014. It took nearly a month to process that request - which is an excessively long time in my opinion. On February 28, 2014 Bancorp closed my account. The remaining balance in the account was $2574.40. They claim to have sent a check to my new Bank on March 1, 2014 - however they mailed the check to an address that I never provided. They claim that the check was returned to them on March 22, 2014. I called their customer service department near the end of March and learned that the check had been returned to them. I confirmed the correct address to them different from where they sent it. They claim to have sent out a new check on March 25 2014 but they cannot provide me with the address where they sent it. My new bank has not yet received the check. For more than two months now I have had no access to my $2574.40. Basically they have stolen that money from me. On April 25, 2014 I once again called the customer service department. I spoke with a representative and I spoke with a supervisor. The best that they could promise me is that they would launch an investigation into why the check had not yet cleared. They told me a manager would contact me within two business days. While my wife received a call from a manager - [redacted] on Friday, APril 25 in the afternoon, I called her back within five minutes, have left three messages and have yet to receive a response. I have requested that the Bank wire the money to my new account and they will not do that without the approval of their Management. Additionally, their customer support is Non-service. I have spent hours and hours on the phone in off-shore support with people whose first language is not English. While everyone was kind to me and apologized many times - nothing has been resolved. We have been trying to have the money transferred since January 22 and still have not received the money we deposited with their bank. Only twice in these four months did I receive any call from the customer non-service department. One was in March to confirm that my issue had been addressed, and the other was on Friday, April 25 when [redacted] called. I called her back within 5 minutes. I have left three messages and she has failed to return my calls. I am very very angry with this company for giving me no access to my deposits for more than three months. This is completely unacceptable and amounts to stealing.Desired Settlement: At a minimum, I want bancorp bank to wire at their own cost my remaining balance ($2,574.40) to my new account with ANB Bank [redacted]. I do not want to wait any more for them to re-issue a check for my money I have waited long enough.

If they sincerely want to demonstrate that they make this right and compensate me for my lost time and effort, they can include the interest (a paltry 0.20%) that we would have earned in the last three months as well as refund the account closing fee of $20 and the money transfer fee of $5.

It would also be nice to have an apology from a manager instead of insignificant apologies from customer service agents. who have no authority and do not follow-up with the customer on problems.

Business

Response:

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

Our records indicate that you contacted the bank on February 3, 2014 asking to have your funds rolled over to a new HSA you had established with ANB Bank. You were advised to fill out and submit the HSA rollover form. You called back on February 21, 2014 to verify that we had received the form, which we were able to confirm.

On March 1, 2014 we mailed a rollover check in the amount of $2,574.40 to ANB Bank to the address printed on their rollover form. Our standard practice is to use the address the external bank provides on their rollover form unless a different mailing address is specified. While the ANB Bank fax cover sheet had a different address, our experience has been that the address listed on the rollover form is typically the address reserved to receive correspondence related to such requests.

The rollover check was unexpectedly returned to The Bancorp as undeliverable on March 25, 2014. You contacted Customer Service on April 3, 2014 and provided the preferred mailing address for ANB Bank, but there was a delay of several weeks in the processing of the rollover when our agent erroneously closed the case. The error was undiscovered until you called again on April 25, 2014 to inquire about the status of your new rollover check.

After your call on April 25, 2014 an internal request was generated to expedite the check process. This was escalated for management review on April 29, 2014. After a thorough account review we agreed to send the funds to ANB Bank via wire transfer, at no cost to you. Due to the delay you experienced, the HSA rollover fee of $20.00 was credited back to your account on May 1, 2014, and an additional $5.00 courtesy credit was also posted to the account. The final adjusted balance of $2,599.40 was sent to ANB Bank via wire transfer.

We apologize for the inconvenience and frustration this matter caused, [redacted]. We have reviewed our opportunities to improve what was clearly a substandard customer experience. Additional coaching has been provided to our agents in order to avoid a recurrence of this error in the future.

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

Review: Not sure where to begin. I will try to make this long story short. I had a person write a bad check to me and the bank stamped Refer to Maker on the check. I contacted the person & they knew that the check was bad. The person had no intension to honor the check. After several lies by the person I decided to prosecute. The Prosecuting Attorney's office said they could not prosecute with the check stamped "Refer to Maker" it had to say "Closed Account", "Insufficient Funds", "Fraudulent Account", etc. I called The Bancorp Bank and they said they could not discuss another persons account, that I needed to have my bank contact them. This was probably the end of May 2014. I took the check to my bank and they called and my bank also suggested sending the check back through that maybe it would be stamped correctly. We sent it back through on first week of June and it came stamped the same "Refer to Maker". My bank called several times and had to speak with a different person every time and tell the story again & again as they would never follow up and call her back. She finally requested a supervisor & talked to "Kirby" who had her fax the check over to him, which she did, and he was suppose to follow up & did not. She called again & asked for him and he told her the account was fraudulent and did not have enough numbers in the account number to be valid. He was suppose to get back with her & never did. She always tried to speak with the same person on the phone, but was told over & over again that they can not connect to this person as their are different call centers & they do not have a way to transfer. They same went for the so called supervisor "Kirby". Never did they call her back. Brenda, my banker, called me and said she is not having any luck and can not believe they can not perform a simple task to correct the stamp on the check and/or call her back. Then I started to call and when I asked questions I found out I and Brenda were always routed to an overseas call center. After over 5 or 6 calls talking to someone different every times and them not following up with me as promised I asked to be able to have a number that would connect me with an American and they said they could not do that. I found a number on line that was for the home office of The Bancorp Bank in Delaware. 09/02/2014 I was finally able to talk to an American only to find out that they said they can not discuss the person's account with me due to the privacy issue. I said all I need is the bank to stamp the check the true way . That is all I need. She said she could not discuss. I asked to talk to a supervisor and she said they would call me back in 24 hours. My banker & I have heard this now over 10 times and nothing is being done. I am starting to suspect this is some kind of conspiracy with this bank and some shady people. I can't quite put my finger on it and after talking with my bank and other bankers, they have never heard of such a thing. This person is going around and knowing they can not be prosecuted because of the way their bank stamps a check on "prepaid" checks.Desired Settlement: Stamp the check that was returned to my bank correctly as it relates to the account. [redacted] the account is Fraudulent so stamp the check in that manner.

Business

Response:

[redacted]

Re: Revdex.com Case ID [redacted] – Invalid Bancorp Check

This letter is in response to the concern raised with the Revdex.com regarding the invalid check you recently received. We have reviewed the complaint and our findings are summarized below.

You advised us that you recently received as payment from an individual a $160 check that was purportedly drawn on an account at the Bancorp. You deposited the check at your local bank and the check was subsequently returned marked Refer to Maker.

You contacted the person who wrote the check, and after that person confirmed that she knew it was an invalid check, you chose to bring criminal in order to recoup your loss. You were informed by the [redacted] Attorney’s office that in order to move forward with charges they must have confirmation from the Bank that the check was invalid or fraudulent. The Refer to Maker stamp does not meet their needs.

According, our Fraud Manager faxed a letter to [redacted] Attorney’s office on September 16, 2014. This letter confirms definitively that the check you received is invalid. A copy of the letter is attached for your reference.

We apologize for the inconvenience and frustration you experienced while attempting to escalate your concern to the appropriate parties at the Bank. We have provided additional instructions to our agents regarding how to properly escalated similar concerns to our Fraud Department.

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 satisfies my needs, but I hope that this bank does not continue to direct their calls to the Philippians knowing that they are never getting resolved if processed through this center. It was almost as if they were told to blow people off in a very polite way. I have never seen anything like it in my life nor has my bank.

Review: I have a Balance Financial card that is owned and operated by The Bancorp Bank. I initially called in to inquire about charges that were on my prepaid card that I was unaware of.The customer service rep states that she has to cancel card because I didn't know what the charge as. I repeatedly asked her not to cancel my card until I remove my funds from the card. She states she can not do that. I asked to speak with a manager and while on hold I realized that the charge was indeed mines. I advised the manager of that and she still cancelled my card against me advising her not too. I later asked if I could transfer funds to another Balance Financial card and was advised that I could. I logged into my account while I was on the phone with the manager with no issues. I called back approximately 2 hrs later requested to speak with another manager to see exactly why my card was cancelled.No resolution. I called back 3 hrs after that when I attempted to log in my account online and it was blocked.I got the message invalid credentials when this is the same exact information I entered many times before. I attempted to reset my password and got a message stating my card was not attached to any account.I then proceed to call balance financial back and spoke with a manager who states she will reset password.That didn't work.I called back after that and manager states he will turn it over to IT still not allowing me access to my money.I called the bancorp bank because they are the bank behind balance financial and the rep acts as if there is nothing they can do.Desired Settlement: Access to my account

Business

Response:

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

Review: I have been disabled since Aug. 2011, I was awarded my case May 2014. Through a mistake from my lawyers they sent had my money awarded to me sent to an account with the Bancorp Bank. I have never had an account with them, so I had to have a card sent to me to access my funds. They charged me $9.95 for this. Unfortunate I am not able to pay all of my bills with a debit card, some only take cash or a check. I asked to have my money transferred to my personal checking account. It can only be done with a max of $5000.00 at a time thus I receive a transfer fee for each one until my full amount has been transferred. I asked them to send me refund check off of the card paid in full they again require me to pay $9.95. I asked them to please wave the fee. Customer service rep said he could not it would need to be done by a manager. There are no managers or supervisors to talk to, they will call you back in 24 business hours. I did receive a call from a manager by the name of [redacted], from the very first word to me she was talking down to me and stated there is nothing they were going to do I must pay the $9.95 transfer fee. I tried to help her understand that my lawyers made a mistake and it was not suppose to be put on the card. [redacted] stated that it was not their problem and they will not remove the fee. I did express with her attitude I will be going to the Revdex.com to let people know what kind of customer service they will be dealing with if they go to this financial institution. [redacted] said she will not discuss it and with the threats she will not continue the call and hung up on me. I called my lawyers and they did not know the Bancorp Bank charged these fees. They will review the Bancorp Bank customer service policy and stated to me they will not due business with a bank that is suppose to be handling funds for persons with disabilities. So now the Bancorp Bank is possibly going to loose millions of dollars because of there very poor customer service and not helping a disabled person to remove a $9.95 fee.

I don't have a lot of money with this bank and seeing how they do not care about the customer and only want their money I would never recommend them to anyone.Desired Settlement: A letter showing how procedures from a manger on customer service skills will be corrected and how to handle complaints. I have worked in a call center before with a very large company in the US. It is unimaginable that there are no supervisors or managers on duty that can help a customer if the service rep is stuck and cannot help. It should not take 24 business hours to speak with one. I would really appreciate an opportunity to speak with the CEO or a President of the Bank Corp.

Business

Response:

[redacted]

RE: Your KEEPS Prepaid MasterCard

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

Your KEEPS MasterCard was ordered while KEEPS America (KEEPS), the program manager, was working with Binder and Binder on your case back in 2013. KEEPS has informed us that they have spoken to you regarding the complaint and have also sent you a written response.

We apologize for the experience you had while speaking with the call center team. KEEPS has already moved forward with a new process to improve the handling of escalated calls.

In the complaint you mention your displeasure with being charged a fee to have your funds sent to you via a refund check. We do want to point out that the fee is disclosed in the fee schedule of the Cardholder Agreement. KEEPS did waive the fee as a courtesy based on the circumstances, so you were not charged for the $38,610.55 refund check that was mailed on September 11, 2014. The UPS tracking system confirmed that the check was delivered to your address and was signed for on September 15.

In regards to the phone conversations you had with the call center representatives and managers; we were able to listen to the call recording with the phone representatives ([redacted]) but were unable to capture the call you had with the manager ([redacted]) due to it being an outbound call. We understand that you felt that you did not received adequate service from that manager. The calls have been reviewed and any identified opportunities will be addressed with the agent(s).

We apologize for the inconvenience and frustration you experienced, [redacted], and we’re glad we were able to resolve this matter for you.

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