The Bancorp Bank

Review: NYState of Health had MVP Bronze option chosen with a HSA(health savings account) evidently needed. Representative of that insurance say there is no option out of using that bank. They mailed account check books but no welcome packet explaining they were coming. I went to local police, called one of my local banks asking what to do about someone stealing my identity. Only to find out later there was a packet to say that in 5 to 10 days checks would be coming and a debit card. Ouch, that was backwards. With many fees if the account is not used every month, ouch again.Desired Settlement: MVP stops using this bank altogether and uses local NY banks or our own individual choices per state!

Business

Response:

January 23, 2013

Re: Revdex.com Case ID [redacted] – Health Savings Account (HSA)

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

As indicated in your complaint, the Bank did establish a Health Savings Account on your behalf on December 24, 2013. This account was established as a result of information that was passed along to us per an ongoing relationship we have with multiple business entities through our Alegeus/Wealthcare solutions platform. In this case the staff at MVP incorrectly identified that you should be referred to us for an HSA even though you were applying for a health insurance plan through the New York public insurance exchange set up in conjunction with the Affordable Care Act. In this case a standard referral generated the normal HSA enrollment and fulfillment process at the Bank.

Our contacts at MVP have acknowledged the oversight that caused this account to be opened in error for you, [redacted]. MVP has confirmed that they caught this issue very early in the process after the public exchange began processing applications. They have suspended the auto enrollments and they are actively coordinating efforts to close the accounts that were opened in error. This includes a formal communication to the impacted customers advising them that their accounts were opened in error and that they will be closed.

[redacted], we apologize for any inconvenience that this matter may have caused you. We have taken prompt and decisive action to resolve this matter with as little impact as possible to you. We are glad that we were able to fully resolve your concern.

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

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

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: Uhaul put a hold of $113.22 on 8-1-15 for a truck rental & they released it 8-3- as I was standing there upon bringing the truck back. checked my My Vanilla card later & didn't have it on my card yet. I gave it a couple of days & on 8-5-15 I called them & they told me I had to have a merchant's lien release faxed to them & they couldn't tell me why they didn't tell me that before now. So I called [redacted] & got them to send it while I was on my he phone on 8-5-15. My Vanilla mgr. said it would take no more than 24 hours to get the money put back on my card but there was a lot of managers on the floor so it should be done right away & I then verified that the release was received. 24 hours later & still no money. The next person told me it would be another 24 hours. It's another 24 hours & I still don't have it back and I am still getting the run around & different stories so I'm filing a complaint because I still do not have the money back after I did everything they asked me to. Product_Or_Service: Prepaid Debit Card Account_Number[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) MY MONEY... $113.22

Business

Response:

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

Review: On October 2, 2013, I made a debit transaction with the merchant GTL aka Global Tel Link for the amount of $25.00. This is merchant GTL provides phone service for inmates. I was later informed that I would not be needing the merchant's service, therefore; I requested a refund from the merchant GTL. I was refused a refund by the representative. So on

October 19, 2013, I contacted Rushcard Prepaid Services to inquire about a dispute because I was having issues with a merchant. I was asked several questions about the this transaction and I was advised by Rushcard that the process for handling a dispute would take 30-90 days. I advised the representative at Rushcard that I did not want to peruse this dispute because 30-90 days was to long to wait for a $25.00 refund. I advised this representative that I would contact the merchant and try to resolve this is with them. I contacted GTL on October 21, 2013, and I agreed to a $21.49 refund, however; I was also advised by GTL that their refund process was from 30-60 days. I agreed to wait. On November 14, 2013, The Bancorp contact the merchant and informed them (GTL) that there was a dispute. On December 5, 2013, Rushcard/The Bancorp took $25.00 from my GTL account WITHOUT MY PERMISSION. MY ACCOUNT IS NOW IN THE NEGATIVE WITH GTL AND I HAVE NOT RECEIVED THE $25.00 BACK TO MY RUSHCARD ACCOUNT. NEITHER OF THE THREE COMPANIES CAN TELL ME WHAT HAPPENED TO THE $25.00.

I WAS ADVISED THERE ARE SIGNED DISPUTE FORMS WITH MY SIGNATURE . I DID NOT AUTHORIZED THE BANCORP OR RUSHCARD TO PROCEED WITH THE DISPUTE, NOR DID I SIGN ANY FORMS REGARDING THIS DISPUTE.Desired Settlement: I WOULD LIKE MY $25.00 TO BE PLACED BACK ON MY RUSHCARD.

Business

Response:

December 31, 2013

RE: Your RushCard Visa Prepaid Card

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

[redacted] we have spoken directly with the merchant, GTL, and they confirmed that they took the $25.00 out of your account when they received the chargeback from Bancorp. Since Bancorp accepted their representment, the merchant initiated a refund on December 5, 2013. They informed us that the refund can take 7-10 business days to process. Since we are past 10 business days, the merchant is escalating the refund request.

On December 20, 2013, one of our Fraud Analysts contacted you to explain what had happened and that the merchant will be refunding the $25.00.

We regret any inconvenience you’ve experienced related to this error claim, and we’re glad that we were able to help resolve this matter in your favor.

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 been advised by [redacted] a corporate supervisor at UniRush on 01/09/2014 that this is an issue to be resolved with The Bancorp reasons of The BanCorp initiating the dispute. This issue has not been resolved. The $25.00 as of Thursday January 09, 2014 has not been credited back to my account.

Review: I used My "Approved Card" through The Bancorp Bank to pay for a hotel room in Kentucky. As expected, Bancorp Bank did charge me a holding fee for my room, but I was very confused when I was charged again for my room and the holding fee when I checked out the next morning. This double charge was a total of $104.73. Which isn't much, but it is still my hard earned money. I called customer service immediately to inquire about the charge. I was told It was the holding fee until the hotel settled the charge. which didn't make sense because My holding fee was included in the total when I checked into the room. The representative was unable to provide me with a valid reason as to why I was double charged by The Bancorp Bank other than it being a holding fee. I was also told I wouldn't get that holding fee back for 30 DAYS even after the Hotel settled the charge. This situation has left me stranded in another state with my son and I am incapable of financially getting myself back to Michigan.Desired Settlement: I simply would like to receive the money back that I am being double charged.

Business

Response:

February 13, 2014

RE: The Approved Prepaid MasterCard

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.

On January 27, 2014 there were two authorizations made on your account by the merchant Sleep Inn located in Lexington, KY.

You called into Customer Service and spoke with a phone representative to inquire about the extra pre-authorization on the card and how to get it released. The representative informed you that they needed to have the merchant fax over the information stating that they would not be charging the card for both authorizations.

On January 29, 2014 the merchant settled one transaction, but the extra pre-authorization was still on the card as the required documents had not yet been received from the merchant. A phone representative called you and a three way call with the merchant was completed. The merchant stated that the fax may not have gone through since they did not get any confirmation on their end. The merchant was asked to send the fax again.

The fax was received and the funds were released back on to the card after proper verification by the Fraud Team.

We regret any inconvenience you’ve experienced related to the pre-authorizations. Although in this instance it proved to be frustrating for you, this process is in place in part in order to help the customers avoid the inconvenience of creating a negative balance on their accounts. Before we can release an authorization we need the merchant to provide proper documents confirming that they will not be submitting that transaction for payment.

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

Sincerely,

The Bancorp Bank

Payment Solutions Group

Review: I am a disabled army vet who recently was awarded a 14000 compensation claim which I deposited in to the Bancorp acct, on 12/26/2013 as of 05/01/2014 my acct is completetly drained of funds and I do not understand why. I did not spend that money,.. and Bancorp do not send out statements and do not give "a running balance" over the phone. These people are thieves and I do plan on getting the U.S. Distrisct atty office involved in this matter.Desired Settlement: I want these people to replace the $8-9 thousand they have stolen from me

Business

Response:

[redacted]

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

[redacted], we have unfortunately been unable to locate any account for you in our systems. We have attempted to contact you using the contact information provided in your complaint with no success.

Without an account number or some additional account information we are unable to proceed with our investigation. We understand that this is a very serious matter, and we would like to assist you in any way we possibly can. If you prefer to contact the Bank directly, please feel free to call or email the Customer Response Manager using the following contact information:

We will begin our investigation immediately if you can contact us with the necessary information. If we do not receive the information required to locate your account we will have to consider the complaint closed. We look forward to hearing from you in the near future.

Review: Bancorp handles the paypal prepaid mastercard. Paypal prepaid risk department decided there was fraud activity on my card, which there was not! and shut off my card holding hostage $452.60 of my hard earned money. They are refusing to overnight a new card or turn on my existing card. I need access to my money ASAP 7-10 business days is not okay. I will go to every government agency and report both companies if I do not have access to my money in the next 24 hours. Card ending [redacted]Desired Settlement: I want a new card overnighted or my existing card reactivated.

Business

Response:

[redacted]

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

On Tuesday, September 2, 2014, a security block was placed on your account by NetSpend, the program manager, after your card number was believed to have been potentially compromised. The block was intended to prevent any financial loss from your account.

On September 4, a new card was mailed to you via overnight mail. You were not charged any fees for having the card sent to you via expedited delivery.

We apologize for the inconvenience you experienced. Please be assured this action was taken in order to maintain the security of your account by reducing your risk to potential fraud.

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

Sincerely,

The Bancorp

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.

I would like like to add that the company should probably notify their customers of potential frauds before shutting the card down. Yes, it was overnight delivery sent Thursday received Monday that is not overnight delivery and I should not pay a fee for that! Actually for this inconvenience I should have my monthly fee waived! I understand you were protecting me, however to completely shut me off from my money with warning is pretty bad.

Review: I have a prepaid card with Rushcard. They bank with bancorp. I did a dispute a no detailed results. I spoke to Paul Garcia from bankcorp who did not let me speak to his manager and did not give additional info in my dispute.Desired Settlement: Provisional credit and to reopen my dispute.

Business

Response:

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

Review: I loaded 320$ on to my Ready Debit Platinum Visa card issued by Bancorp on 1/4/15 when I went to use my card it was not working so I called customer service and explained to the agent how important it was for me to make that card work since earlier that day my purse had been stolen. I guess the agent took it as I was trying to report my card stolen. When I found out my card was still not working I called back and was told my account was locked down and I would need to verify my identity, I have sent copies of my ID, birth certificate, utility bill, photos of both non-working cards that I have, copies of my W2, and even my last year's tax return and still I am unable to access my money we have been working with this for over a month... And now I am being charged a monthly fee for a card I DON'T EVEN WANT! THE ONLY THING I WAS UNABLE TO PROVIDE WAS A SIGNED COPY OF MY SOCIAL SECURITY CARD WITH WAS IN MY WALLET WHEN IT WAS STOLEN. I filed for a new one but that takes 6-8weeks... Is there any other way to get my money to me? I work for [redacted] I can fly somewhere to identify myself in person. I appreciate your help with this matter Thank you [redacted]Desired Settlement: I would like to get the 320$ I originally loaded onto my card back asap. I was told that of the situation gets resolved I would still be waiting 7-10 business days for a check or a card in the mail. Unacceptable.. I would like to transfer funds directly to my new account

Business

Response:

This letter is in response to the concern you raised with the Revdex.com regarding your READYdebit Platinum Visa Prepaid Card.

Our research shows the phone agent concluded you had lost your card and required a new one. The request for verification documents was driven because of an address change.

AccountNow, the program manager, received valid copies of your identification card and birth certificate. The other documents submitted were considered invalid: the bill you provided showed [redacted] Street with a portion of the street number cut off, while the W2 form showed W [redacted] Street and only a partial street number.

On February 5, 2015, you spoke with a manager and it was established that while you lost your purse you still had your card. The manager reinstated the card that day.

On February 6, you began using your card again. On February 12, as a courtesy, the $14.95 service charge that posted to your account on January 26 was reversed.

We hope this information is helpful. Please contact us with any additional questions%3

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 denied my claim for unauthorized fraudulent ATM withdrawals/transactions totaling approximately $3,200.00. Their explanation for denying my claim and/or dispute was because the transactions occurred straight up the coast of Homestead, Florida where I used to live, to an unknown area to me and my family named Melbourne, Florida which is approximately 3.5 hours away from Homestead, Florida. The Bancorp Bank and Netspend cited a few other ridiculous readons for denying my such as the fact that my son previously had an account with Netspend/Bancorp and filed a dispute for unauthorized transactions in 2014, which was honored in his favor. Bancorp not only has breached our contractual agreement but they are in violation of the Electronic Funds Transfer Act (REG E). The reference number and card number are as follows:Desired Settlement: I would like The Bancorp Bank to reimburse me the approximate $3,200.00 that was stolen from my account. If the Bank did their due diligence, they would see through the surveillance video that neither my son or I authorized these fraudulent ATM withdrawals. Unfortunstely, if Bancorp is not willing to reimburse me the money, I will be filing a separate small claims lawsuit and Federal Lawsuit against them in Lee County, Florida to recover my money. By retaining my money, they are being unjustly enriched and thmus in violation of contract and law. I would like The Bancorp Bank to email me at [redacted] to amicably resolve this matter once and for all. Reference [redacted] and the last 4 digits of the card # 3789. Thank you in advance for your kind and prompt response to this urgent matter.

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: The tax form (5498) for 2013 taxes regarding total distributions was just mailed out and received on May 23, 2014.Desired Settlement: I would like to know why required tax forms were not sent out by the end of January as per tax requirements ?

How do I report this to the IRS ?

Business

Response:

This letter is in response to the concern you raised with the Revdex.com regarding your My Smart Saver Health Savings Account. You expressed concern that you only recently received your Form 5498-SA from the Bank. We have reviewed the complaint and our findings are summarized below.

Each year, the Bank is required to produce two tax-related forms for HSA customers: Form 5498-SA that you just recently received and Form 1099-SA. We complied fully with the specific timeframes required by the IRS. Form 5498 reports all contributions into your HSA for the prior tax year. Per current regulations this form must be mailed annually to each HSA customer by May 31st for the prior tax year. HSA custodians are required to wait and send this form in May. Keep in mind that individuals may continue to contribute prior-year contributions into a health savings account right up until the April tax filing deadline. Therefore, financial institutions cannot possibly send the form any earlier without the risk of missing potential contributions. All account holders receive this form in May and it is simply used for record-keeping and reporting to the IRS. It is not a required form for filing your taxes.

Form 1099-SA is mailed annually to all HSA customers by January 31st. This form reports all distributions from the HSA for the prior tax year. This form would not be mailed if there were no distributions from the account in the prior year. Please note that per IRS guidelines and banking regulations we provide copies of these forms to the IRS.

Strictly speaking, you are not required to attach physical copies of either of these forms when you file your taxes. Contribution and distribution totals that you need when filing your tax returns are housed on your online banking account. You can also easily obtain the information by calling our 24/7 customer service toll-free number. In addition, our website contains updated tax-related information which includes details about when customers can expect to receive these tax reports.

Please view [redacted] and select “HSA Resources.” From there, you will find valuable information you can use for future reference.

I hope this letter explains the timing of the reports and how we furnish you with copies according to the current reporting guidelines so you may have them for your records. If you did not receive your form 1099-SA please contact Customer Service at [redacted]n order to request an additional copy.

We apologize for the inconvenience you experienced. We trust the information provided above addresses this matter. Please contact us with any additional questions.

Review: I had received a letter from the fraud department of Bancorp Bank. It notified me there has been an address change on my debit card. I never had a debit card from this company nor applied for one. I had mistakenly given them personal information. I need to know if this is a real co. and if so what will be done with my info. The call back number they provided is [redacted]Desired Settlement: to find out if this is a phishing scam

Business

Response:

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

Review: 6 Months ago I applied for the card, this is a pre paid card where you have to make deposits in order to use it as a credit card of Master Card.I used it one time taking $500.00 out. The next day I tried to get some more money out and the card was blocked. I called the company to ask what was the problem that the card had money in it and it was blocked. They told me that they didn't know. I asked what do I need to do to dis-blocked my account and to be able to use the card, and get all my money out. They told me I needed to give them a lot of information; I

faxed them 18 pages of information about myself, since 3 days went by and not hear nothing from the company, I called them, to just tell me that the faxed came to light, that they couldn't see nothing, and they asked me to fax it again, and so I did. I have call 6 more times, I have talked to supervisors and nothing has been done.Desired Settlement: I want all my money left in my account and I want to closed the account.[redacted]

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.

On February 25, 2014, the account received a tax refund deposit from the IRS in the amount of $1288.00. For security reasons the card was blocked by Univision, the program manager, on March 27. The following day you were informed by a phone agent that the card would remain blocked until you provided valid copies of your photo ID, the first two pages of your tax return, proof of address and Social Security card. When you informed the agent you did not have a Social Security card you were advised to provide two forms of photo ID.

On March 31, Univision received copies of your photo ID, birth certificate and tax identification number; however, they were illegible so you were asked to resend the documents.

On May 5, Univision reviewed the additional verification documents you submitted which included a copy of your photo ID, the proof of address document(s), and your 2013 Tax Form 1040. The tax return was validated but the proof of address was not accepted and a clearer copy of your photo ID was requested. You were informed by the phone agent on May 6 that you needed to resend a copy of your photo ID in color along with the proof of address that matched the address on file. You were also advised that the proof of address documents needed to be from within the past 30 days.

A review of your account shows no further communication with Univision since May 6, and no additional documents have been received.

Bancorp reviewed the verification documents that you sent and agrees that additional documents were needed. While you provided two forms of ID they were both foreign-issued and the image quality was very poor. In addition, acceptable proof of address documents (matching the account) were not provided.

Your account has been closed per your request. We have submitted a request to the IRS to allow us to send the remaining funds to them. This is done when the remaining funds on the account are from a tax refund. If the IRS accepts the funds they can issue you a refund check. If they do not accept the returned funds then the funds will remain on the now closed account until you provide valid copies of all the requested identity documents. At that point the account will be reopened.

We apologize for the inconvenience you experienced. 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 the customer’s perspective there may be a perceived conflict between our regulatory obligations to protect the account, and the service experience the customer expects. 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: The consumer sent $750 via Western Union to receive a prepaid debit card. She later sent around $740 via Western Union to Univison. To send the money she needed to show the card she rec'd from Univison (mastercard) as well as photo ID. The consumer has never been able to activate the card. When the consumer calls the company they tell her that she has not provided adequate verification to use the card so they will not unlock it. When the consumer asks them to close the account, they tell her they cannot do so without the verification. The only way they are willing to unlock the account is with a bill, banking statement, or something from school. The consumer has provided them with something from her school but was told it was not good enough. The consumer says she sent the business information about her student loans. The company tells her there is no phone number for the verification department. The consumer has been told that the card will be unlocked within 72 hours but that was on 8/4/14.Desired Settlement: The consumer would like the company to give her the money back. She no longer has interest in doing business with them. The consumer feels the company should not let people add money to the card without proper verification. She does not feel it is fair she could add money before she had been verified.

Business

Response:

[redacted]

RE: Your Univision Prepaid MasterCard

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

On June 19, 2014 your card was blocked for security reasons. You were asked to provide valid copies of your photo ID, Social Security card and proof of address.

To date we have not received a valid proof of address document. The document received was incomplete, as it did not contain a date and the full body of the letter was not included.

Your account has been closed and a refund check in the amount of $1480.10 (the remaining account balance) will be sent to you at no cost once a valid proof of address document is received. We ask that you please provide a utility bill, medical bill or a paystub that is dated within the past 30 days. Please ensure that you send the entire document containing all the required information.

We apologize for the inconvenience you have experienced. It is regrettable when we close a cardholder’s account; however, at times this is the most prudent action to help maintain the safety and soundness of our network.

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

Sincerely,

The Bancorp

Payment Solutions Group

Review: I would like the unused balance of $3312.46 in my T-mobile 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 T-mobile 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 T-mobile 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 T-mobile 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. Later Danial called me again and quested 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 $3312.46 in my T-mobile visa prepaid card(which is serviced by [redacted] network) to be refunded to me via a check.

Business

Response:

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

Review: Bancorp refuses to refund unauthorized transaction on credit card. I did not authorize a charge and they have refused to give my credit.On May 23, 2013, Someone at [redacted] charged my card 335.66. I did not authorize the charge and the company refused to refund the charge on my card. I called the police and reported the incident and received a police report [redacted] I called Rushcard (Bancorp) and started my dispute. I was told that it would take 90 days to complete. I contacted Rushcard on 07/28/2013 only to find out the dispute had not been started. Very upset I started the process again. Today on 07/30/2013 - I contacted Bancorp and spoke to a representative who stated that the dispute was closed. I did not authorize those charges and want my money back. I should be protected from charges like these and shady and unfair business practices of businesses. Bancorp did not protect me as their customer. No other credit card company mistrusts their customers. I am very upset and want a resolution. My account number was [redacted] before they cancelled the card now it is [redacted]Desired Settlement: Please refund or credit my account the unauthorized amount of 335.66

Business

Response:

Good morning, [redacted] I have attached the response letter to your office as well as the customer response letter we sent to [redacted] regarding his recent complaint. I have also attached the supporting documentation regarding the dispute claim. Please let me know if you have any questions.

Review: I made multiple calls to this company due to a deposit missing from my account, three different people told me three different stories about my deposit and where it was. When I was told a supervisor was available for me they placed me on hold with a "supervisor" then I was disconnected and had to call back. The next person I spoke with then told me there was no supervisor that worked there.Desired Settlement: I need to know where my money is and why they have customer service reps working there that have no idea what the job is and where the information is coming from. I would like Elaine and Hubert fired. These calls were made at 1:15 pm, on aug. 31 2013 and 12:38 pm on aug. 31, 2013. I need compesated for the time and money missing for these days as well.

Business

Response:

Good afternoon, [redacted] I have attached our response letter for complaint [redacted] from our customer [redacted]. I've also attached her recent statements and the cardholder agreement for her account. Please let me know if you have any additional questions. Thank you.

Review: I had a dispute going on and univision credited my account but restrict my card so I couldnt use the funds then univision closed my account and wouldnt send me a refund check and I just want a refund thank you.Desired Settlement: 2,952.00

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]

Review: On June 12 I contacted the Bancorp to request a card and was told that it would arrive in 5-7 business days

. I still have not received the card. I then called the bancorp to see if they can resend another card and yet again nothing. I have but in the order for my card 3 times and finally had to call and expedite the cars and am still waiting. I have two boys to feed and can't access my money without my card and I just want it to arrive and to get my expedited fees refunded for the hassle.Desired Settlement: I want r he delivery of my card asap and want to be refunded foe the expidited service due to long period of wait and hassle

Business

Response:

[redacted]:

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

On June 10, 2014, you requested to have a new card issued to you. The card (ending in 9881) was mailed on June 12, 2014. You contacted AccountNow, the program manager, on June 16 to report that you had not received the newly issued card. AccountNow processed a new card order and mailed the card (ending in 1707) on June 17.

On July 3, you reported that you still had not received the card ending in 1707, so AccountNow processed an expedited card order. Our records indicate that the third card (ending in 5507) was delivered and activated on July 7. The $25.00 fee for expedited card delivery was credited back to your account on July 10.

AccountNow has informed us that the card ending in 1707 was returned by the post office with the return reason of “undeliverable”. There is no record of the card ending in 9881 being returned by the post office. Unfortunately we cannot explain why you experienced such difficulty in having cards delivered by the post office when all the cards were sent to the same address, including the card successfully delivered by Federal Express. You may want to contact your local Postmaster to see if they can determine if there are any issues with your mailing address according to the US Postal Service.

We apologize for the inconvenience and frustration you experienced, and we are glad we were able to resolve this matter to your satisfaction.

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

Sincerely,

The Bancorp

Payment Solutions Group

Business

Response:

[redacted]:

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

On June 10, 2014, you requested to have a new card issued to you. The card (ending in 9881) was mailed on June 12, 2014. You contacted AccountNow, the program manager, on June 16 to report that you had not received the newly issued card. AccountNow processed a new card order and mailed the card (ending in 1707) on June 17.

On July 3, you reported that you still had not received the card ending in 1707, so AccountNow processed an expedited card order. Our records indicate that the third card (ending in 5507) was delivered and activated on July 7. The $25.00 fee for expedited card delivery was credited back to your account on July 10.

AccountNow has informed us that the card ending in 1707 was returned by the post office with the return reason of “undeliverable”. There is no record of the card ending in 9881 being returned by the post office. Unfortunately we cannot explain why you experienced such difficulty in having cards delivered by the post office when all the cards were sent to the same address, including the card successfully delivered by Federal Express. You may want to contact your local Postmaster to see if they can determine if there are any issues with your mailing address according to the US Postal Service.

We apologize for the inconvenience and frustration you experienced, and we are glad we were able to resolve this matter to your satisfaction.

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

Sincerely,

The Bancorp

Payment Solutions Group