The Bancorp Bank

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

Review: I was given a $100.00 Visa gift card. Meaning Visa was paid $100.00 plus a processing fee to purchase this card. The card has a 10/21 expiration date. I called last Novemeber to verify that the card was still worth $100.00. It was. Recently, I went to office deport to purchase school supplies for the needy, and was told the card was only worth $75.00. Today, 10/02/15, I called [redacted] to request the $25.00 be restored to my card. They promptly advised me that there is a $2.50 per month fee that is deducted from the card each month after the thirteenth month, thus $25.00 of my $100.00 had been reduced from the card.In my opinion, this is the same as me putting a $100.00 bill in my wallet, and because I didn't spend it in 13 months, visa reached in and took $25.00 of it. It's theft. It's fradulent. They already got their $100.00 plus fees up front, and now they're taking more of my money.The expiration date on the card issued was listed as 10/21. By their policy standards, my $100.00 gift card would completely devaluation 53 months after the initial purchase date, by 2018. Why would the expiration date show 10/21. Oh, and the card is non-reload able. And again, there is no issue date on the card, and since it was given to me as a gift, I had / have no idea of the date of issue.Lastly, I would be very interested to see how the Visa company is declaring this additional income? I wonder, are they claiming it as income? Are they paying taxes on their extra amount of money they're basically stealing?I will also be posting this on social media and I am going to do the very best I can to petition everyone out there to quit using Visa's open form of theft. This practice is the equivalent to legalized "Loan Sharkink. it is a scam in the truest definition of the word.

Product_Or_Service: Visa Award Card

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the $25.00 that was deducted from my card that was given to me as an award, that I was saving to help needy schools and teachers, put back on my card balance immediately.I would like to see Visa prosecuted for theft and fraud, not to mention Loan Sharking practices.

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: It seems to be clear to me that the Representative at 1debit gave did not have the correct account information when ever they attempted to complete further verification. I have my bank statements/documents that will clearly show there was an error on their part which I will be more then happy to share with you and them also.

I do believe that I have already mention in my prior emails, in full detail of the 3 different transfer amounts and dates. I am completely aware that only 2 out of the 3 transfer were completed. I am not looking to be refunded something that was never taken from my account with Banco Popular, as I previously stated and continuously requested for is what was actually transfer from my account that is now with 1debit is 150.00. In all of my communication to 1debit the only thing I ever requested for was the refund of my money that actually transferred over, even after the account was already closed. I have also previously mentioned that 1debit supervisor/ and phone Representative advised and guaranteed me that any bank transfers pending on that account will be canceled out once the account is closed. That is obviously not the case.

Banco Popular, prior to my request to terminate our business dealings took the liberty of contacting me to the time of the occurrence to let me know that the $60.00 transfer request would not be honored because of insufficient funds. Thus being the reason I never mention a refund for $60.00 nor anything else only what was actually transferred.

I would not have this ongoing issue with Chime Card, "1debit" if the statement that "all pending transfers would be canceled once the account is closed" was in-fact an accurate and truthful statement. My money would be with my current Financial Institution First National Bank Of Omaha and these emails to chime card "1debit" and yourself would have never taken place but unfortunately that isn't the caseDesired Settlement: The only thing I am looking for is a complete refund of what is currently in my now closed account with Chime Card "1debit" , that is all.

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: bankcorp obtained funds fom an unauthirized stort term loan with my money in my account without notifying me or my consentDesired Settlement: DesiredSettlementID: Refund

put my money back on my bank card

Business

Response:

October 1, 2014

RE: Your Balance Financial Prepaid MasterCard

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

[redacted], the transaction referenced in your complaint was regarding a purchase at a gas station. We were informed that you have already spoken to a phone agent as well as to our Customer Response Manager regarding authorization holds that certain merchants such as gas stations may place on the account when you use your card. For your convenience we have included the section from the Cardholder Agreement regarding pay at the pump transactions.

If you use your Card at an automated fuel dispenser (“pay at the pump”), the merchant may preauthorize the transaction amount up to $100.00 or more. If your Card is declined, even though you have sufficient funds available, pay for your purchase inside with the cashier. If you use your Card at a restaurant, a hotel, for a car rental purchase, or for similar purchases, the merchant may preauthorize the transaction amount for the purchase amount plus up to 20% or more to ensure there are sufficient funds available to cover tips or incidental expenses incurred. Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. It may take up to forty-five (45) days for the hold to be removed. During the hold period, you will not have access to the preauthorized amount.

Your transaction history shows that a debit pre-authorization of $63.34 was placed on your account on September 14, 2014. The transactions settled on September 16 in the amount of $5.01. Later that same day the $58.33 that the merchant did not collect on was added to your available balance.

We apologize for the inconvenience you experienced. We’re glad we were able to provide clarification regarding your account.

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

Sincerely,

The Bancorp

Payment Solutions Group

Review: I have requested a statement or verification of account on 5 separate occasions over the course of the last month and a half and I have received nothing. Each time I have been promised action, and nothing has been done. I asked for account closure and was told 21 days for processing. This company is basically not allowing me access or information to my retirement account. Every aspect of this is unacceptable as a consumer.Desired Settlement: Receive requested information so account can be transferred to a different financial institution.

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]

Consumer

Response:

Review: The Approved Card, which is [redacted]'s project, has lost $3700.00 in online bill payments to my landlord.

I have asked them for proof that the payments were made, such as photostats of the backs of the deposited checks, and they have not been able to provide this to me.

I have had six 1-3 hour long conversations with heavily-accented managers/supervisors with names like "[redacted]," "[redacted]," and "[redacted]." They have all assured me that this is unacceptable and they will get with their "back office" and have it fixed within 24 hours. No such luck.

It is impossible to find a physical address to send them a certified letter or a lawsuit. They will not disclose any physical address or PO box on the phone, and I have so far been unable to find one on the internet.Desired Settlement: Either:

(1) providing me immediately with photostat copies of the backs of all 6 checks showing they were deposited by my payee's bank, Fifth Third Bank, into my payee's account; or

(2) Immediately crediting my card balance with $3700.00.

Business

Response:

[redacted]

RE: Your Approved Prepaid MasterCard

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

You called Customer Service on March 1, 2014 regarding five of the bill payments you had made to your landlord. Details of the payments initiated are as follows:

April 24, 2012 in the amount of $625.00

May 4, 2012 in the amount of $625.00

November 2, 2013 in the amount of $600.00

November 17, 2013 in the amount of $600.00

January 14, 2014 in the amount of $600.00

Approved Card moved its processing services from TxVia to i2c on September 17, 2013. I2C, the current processor, continued to work with TxVia to gather account information until December 2013. Since you called three months after TxVia stepped away from the program we are not able to obtain documentation regarding the two bill payments from 2012.

The current bill payment processor only issues a computerized slip for the proof of payment for the paper checks that are not cashed. They are only able to provide an actual copy of the checks after they are cashed. In this case, i2c was able to provide you with the computerized slip for each of the three most recent bill payments you made to your landlord in 2013 and 2014.

You called Customer Service on March 10, 2014 to ask for check copies as a proof, stating that the previously provided computer slips were not accepted as a proof of payment. Until that time the checks were not cashed. You were advised to check with your mailing services to ensure that there was no problem with the payee's address. You had already confirmed the address with the payee.

You initiated another bill payment to your own address on April 4, 2014 and you stated that you also had not received that check. You again requested copies of the checks. While researching this matter further, i2c found that the previous three checks had in fact been cashed by the payee and that they were now able to provide copies.

i2c retrieved the copies and provided them to you. You were advised that they will be unable to provide copies of the two checks from 2012. You were also advised that the copy of the most recent check will be available after it has been cashed.

We regret the inconvenience this has caused you, Ms. Bock, and we’re glad we’ve been able to assist you with a resolution for your concern.

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

Sincerely,

The Bancorp Bank

Payment Solutions Group

Consumer

Response:

Review: On July 14th, 2014 I loaded $1000 onto my Univision MasterCard Prepaid Card. About 4 hours later I decided I did not want so much money on the card, so I withdrew $480 from the card via an ATM. The next day my account was suspended, and I called customer service. I was told that I needed to send documents to verify my identity, specifically my photo ID, social security card, and proof of address. I sent the requested documents the same day, called to make sure they were received, and was told that my phone bill was insufficient for proof of address because it was in PDF format. So I took a picture of a statement from my investment account and sent it to them that evening. The next day (7/16) I called to make sure the statement was sufficient proof of address. The CSR told me it was not because it had to be from within the past 30 days. This was a quarterly statement for April 1-June 30th. I tried to explain that quarterly statements are only issued at the end of the quarter, and that the statement was in fact less than 30 days old, but my efforts failed. The next day (7/17) I sent a copy of a medical bill and was told that it was sufficient and that it would be reviewed within "48 business hours". I'm not really sure what 48 business hours is. I called them back on 7/29, and was informed that my medical bill was not sufficient after all because there was a shadow from my camera over the picture. So I sent them another. I called them back on 8/5, 8/11, and 8/13. All three times I was told it would be another "48 business hours". I just checked this evening, 8/24, and my account is still suspended. To add insult they've charged me a monthly fee for having a suspended account for a month. They have taken my money and they refuse to give it back, even after I have complied with their requests. I never violated the terms of service.Desired Settlement: I have given them $1000, and received back $480. There was a $3 fee from the ATM owner. I desire them to give me back the remaining $517 and close my account. I want no further business with them beyond this.

Business

Response:

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

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: An erroneous charge to my card was reversed by the merchant on 10/14/15. I was told it would be back on my card within 3 days. I contacted Chime Customer Service regarding the matter and sent in the dispute form; as well as, the proof of reversal for what was suppose to be an immediate provisional credit. That never occurred and the time has lapsed for the company credit, which was sent on the 14th. My money should be on my card and now, I receive an email from Chime alleging that the 10 days had not started because they have not received the dispute (I verified the receipt on 10/15); not, to mention the reversal is credit coming from the company and does not require a dispute. I am fed up with Chime's tactics. If this is not resolved today, I will be moving my money to my local credit union.Desired Settlement: Immediate credit to my account.

Business

Response:

Good

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

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

Thank you. [redacted]

Consumer

Response:

Review: I have a Health Savings Account with this bank and due to many factors I issued the form to transfer my account to another bank in the middle of December. A few days after I noticed that my account had been charged the account closure fee (which I wasn't happy about but at that point I just wanted to be done dealing with this bank), so I knew that they had received my transfer form and would be closing my account and transferring my money. In January when I received my statement from my new account at the different bank I noticed the money still wasn't there. When I called they tried to give me the song and dance that they hadn't received my transfer form. When I drew their attention to the fact that they had already charged me the account closure fee they changed their tune and said they would look into it and get back with me in 3 days. So a week later I follow up with them as speak with a "supervisor" and she assures me that it will be taken care of right away. A week+ later I get an email asking if I would resend my form and a voice mail with directions to call a number and extension so they can get more information. I emailed the form and asked for a reply that they had received it. Nothing. So I decided to call the number from the voicemail and asked to be transferred to the extension that was given. Low and behold the people contacted at the 800 number left in the voice mail have no clue at to how to go about transferring a call to the extension I was given. The level of incompetence with this bank are well beyond any other entity I have done business with. The fact that 1) they loose my form AFTER they charge me the account close fee and then try to cover it over is bad 2) they give me the round and round while they are holding my money.Desired Settlement: I want my account money transferred to my new account along with a complete statements dated back from November of 2013 so I can see what the activity was while the account was in limbo.

Business

Response:

February 24, 2014

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

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

We received paperwork from you in late December 2013 requesting that we complete a rollover of your account funds to another institution. According to the terms of the account the rollover fee of $20.00 was applied as the rollover was being processed. The fee was posted to the account on December 24, 2013.

Unfortunately the agent filed the rollover form before he completed the actual rollover, so the funds remained at our bank. You contacted our call center on February 19, 2014 and were transferred to the HSA Ops team, but it was after regular banking hours and you were routed to their voicemail message. The team manager pulled the message on February 20, 2014 and immediately assigned the original agent to locate your rollover form. The agent had misfiled it, but he was able to locate the form late that day.

The rollover process was completed on February 21, 2014. A treasurer’s check in the amount of $12,469.33 was sent via certified mail to Happy State Bank (for the benefit of [redacted] The tracking number for the check is [redacted] we apologize for the inconvenience and frustration you experienced due to the delay in his rollover. The agent who caused the error has been addressed appropriately through our disciplinary procedures. In addition, the team leader has completed an overview of the process to ensure that similar errors do not occur in the future.

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

Sincerely,

Consumer

Response:

After 2 months they did finally get my money transferred. I'm happy to no longer being one of their customers.

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

What a poor excuse for a business!! Have waited 2 months for a distribution check. First asked to wait 7-10 business days for them to "process" paperwork; then the check was not mailed to the right place. Found out where they sent it. They asked that I wait to see if it shows up there. Did not! Now they have to cut another check. Again wait 7-10 business days. We will see if it shows up this time.

Does anyone answering their phones use English as their 1st language?

Review: I received a letter from The Bancorp Bank of Wilmington, DE stating they are holding my inactive property classified as wages, payroll, or salary in my name in the amount of $4XX.xx. I called the Unclaimed Money Discovery today. They hung up on me several times. Eventually, the answering machine asked I give my name and phone number and someone will contact me.

I am concerning this may be a scam. How would I trust the letter when they can simply send me a check the amount owed to me?

Please advise.

Thanks.Desired Settlement: I would like for them to just send me the check in the mail. Thanks.

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: This company handles the pre paied Visa card from Account Now. The problem is I have back pay on SSD in Idaho that was released 3 days ago that was confermed by myself and my atterny yet the keep telling me that they have not received any info on it. Now parden me but benefits were to kick in yesterday 4/3/15 and 26,188 is a lot of money to be floating around.Desired Settlement: Find and give me my benifits, so I can drop your servicies.

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 made a stock trade via the Bancorp Bank ("Bank") partner website and was given neither a trade confirmation page nor receipt page with associated fees. Several days later I received a mailer from the Bank with an extremely high fee for the trade. Note that I will have to again pay this high fee to sell the security. I called the Bank and complained because from my understanding of recent Dodd-Frank legislation, finance companies need to provide a confirmation page-- at the time of trade on the website-- with all fees, as well as a receipt page, again at the time of the transaction, not several days later via mail. (Had I known the fees to be so high, I would definitely have made the trade elsewhere.) The Bank asked me to call their partner website about the fees. I called the Bank's partner. The Bank's partner said all fees were charged by the Bank, not the partner, and I should call the Bank back. I called the Bank back and ended in their almost infinite loop of classic terrible customer service. My first calls were answered cordially enough in the call center in the Philippines. However this call center was unable to execute any decision and placed me in an almost infinite loop of calls, hangups, holds, and callbacks. All attempts to escalate to management were rejected. I finally went to the Bank's website and filled out a "Contact Us" form with my complaint. In reply I received a series of generic emails. I eventually got a call from one Bank employee that couldn't assist me. She said another Bank employee would call me back. Finally, another Bank employee in Delaware, Mr. [redacted], called at an odd hour and left a rude message on my voice mail stating the fees were valid. He said I could call him back, but left me with only the same Philippines call center number where I started my almost infinite loop. Morrison's cowardly move was what led me to file this complaint.

I would like to take my business elsewhere, but the Bank said they will charge me a further fee to close and transfer my account.

Thank youDesired Settlement: I would like the Bank to refund my fees.

I would like to suggest the Bank implement a trade confirmation and receipts page, in line with other financial institution.

Business

Response:

[redacted]

This letter is in response to the concern raised with the Revdex.com regarding the investment platform attached to your Bancorp HSA. We have reviewed the complaint and our findings are summarized below.

The investment platform to which you have access through your Bancorp HSA is designed to be entirely self-directed. Our employees are not licensed brokers and cannot assist with the execution of online trades except to provide assistance with navigating the online portal and explaining the steps required to setup and utilize the investment option.

As you may be aware, we work with National Financial Services (NFS) in order to offer the HSA investment option. Because NFS works with numerous partners who set their own fees, they cannot always offer a customized fee reminder at the time of the trade. This is one of the reasons Bancorp asks accountholders to sign the Investment Requirements Acceptance Document (IRAD). The IRAD clearly discloses that the standard fee for executing a trade is $25.99 with the exception of a group of low-cost mutual funds listed on the website which can be traded for $5.99 per trade. A copy of your signed IRAD has been enclosed for your reference.

The trade you executed on May 23, 2014, involved a common stock and as such is not among the list of low-cost mutual funds mentioned above. The trade was appropriately assessed the disclosed fee for a trade of this type, i.e., $25.99. If you believe the stock you purchased was listed among the low-cost mutual funds on our website, please provide details, and we will revisit this and continue our research.

We have reviewed the Dodd-Frank requirements related to providing trade confirmations and are confident our practices are in compliance. The rule requires that a confirmation be sent within one business day of the execution of the trade. Because you have not elected to receive e-notifications, a confirmation was mailed to you on May 24, 2014, the next business day after you completed the trade. Should you choose e-notifications, trade confirmations will be delivered to you via email so you can view the information much sooner.

We have reviewed the recorded outbound message you received from our Call Center supervisor on June 10, 2014. We regret that [redacted]’s message created the impression that he was being rude. It is ordinarily his intention to set realistic expectations when he contacts a customer, and he was correct in his assertion that valid fees that have been applied per the terms of an account are generally not waived. [redacted] also stated he would be happy to speak with you about your concern.

We apologize for the inconvenience and frustration you’ve experienced. If we made an error we will be happy to rectify it; however, our review of your account does not indicate there was any error.

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

Review: MY NETSPEND ACCT DISPUTE

I opened an account with Netspend February 2014 to use for personal reasons. I needed to start using the card so I had funds transferred from my Prepaid Global Cash Card (First Citizen Bank and Trust) to my Prepaid Netspend Card (The Bancorp Bank) on March 24, 2014. Global Cash Card representative informed stated the process takes 3-5 days. On March 29, 2014 I contacted Netspend after checking my online Global account to ensure that the transfer was successful and to see why it was not noted to my Netspend account.

They stated that they never received the payment. I called again from March 29 through to April 1, 2014. Each representative stated that the funds were never received. I contacted Global representatives again and they stated that Netspend did receive the funds and gave me tne confirmation number and I checked my Global online account to make certain that it was on record. I had Ann the Netspend representative Email Accounts office regarding my concern. I emailed The Bancorp Bank on March 31, 2014 regarding the situation. I have heard nothing further from them via email or phone.

I closed my Netspend account in hopes that the funds might be retrieved that way March 30, 2014. I transferred $265.00 from my Global Cash Card to Netspend under the title 'Bill Payment'. I have no bills with Netspend. My balance is $3.95 from monies sent from Ohio State Income Tax of $10.00. I completed the same process with other financial institututions to whom I have no bills under the same heading/title 'Bill Payment'. They each immediately placed the funds in my accounts. Netspend is the only one that I have had complications with.

I have verified with Global card company again to ensure that Netspend in fact did receive the funds. Confirmation number 52527, amount of $265.00. I am inquiring the my much needed funds.Desired Settlement: I would like my $265.00 returned back to my Global Cash Card asap.

Business

Response:

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

[redacted], below is a timeline of events regarding your NetSpend Premier Prepaid Visa Card.

- February 20, 2014

o The account was opened.

- March 6, 2014

o A tax refund from the State of Ohio in the amount of $10.00 was credited to your account.

- March 29, 2014

o You called customer service to inquire about the status of a transfer you made from another bank account to this NetSpend account. The NetSpend agent informed you that a transfer had not been received and advised you to obtain the ACH trace number.

o You called back to close the account.

- April 1, 2014

o You called several times to check the status of the transfer from your Global Bank card to this NetSpend account. Multiple agents advised you that NetSpend had not received anything yet and to check with the other bank. Due to the fact that your account was closed on March 29, 2014, any transfers received would have automatically been returned. You were advised to cancel the transaction with the other bank.

- April 8, 2014

o NetSpend received check #1458 for $265.00 which they believed to be the funds you had been searching for. NetSpend does not accept checks for deposit to an account so they returned it via US Mail to you with a deposit rejection letter.

[redacted], we apologize for any inconvenience or frustration this may have caused you. We’re glad we had the chance to help resolve your concern by returning your funds to you.

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

Sincerely,

The Bancorp Bank

Payment Solutions Group

Review: On March 5th 2014, I disputed a transaction that shouldn't have occured to my account. I was told that I was eligible for a provisional credit that would be issued within 10 business days. After 10 business days goes by., I contacted the prepaid services card bank again, who informed me that he would send a request to have this expedited so that they could add this provisional credit as they investigate the dispute. After I asked to speak to a supervisor, he informed me after "double-checking", I am not eligible for a provisional credit, after I was already told that I was on more than one occasion, and that there was nothing they could do about it. After speaking with the supervisor and informing him of what I was informed of, he stated he apologized that I was misinformed, and although he acknowledge the breach of their terms and agreements, was nothing he can do.Desired Settlement: Provide credit for dispute transaction as I cannot wait 90 days for this investigation to process, and follow through with what was told to me on several occasions, in which they stated they would be providing this credit within 10 business days.

Business

Response:

[redacted]

RE: Revdex.com Case No.: [redacted] – RushCard Prepaid Visa Card

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

On March 4, 2014 you called to dispute a charge that posted on February 19, 2014 in the amount of $199.99 from Asurion Wireless. The reason for the dispute was that the merchandise was damaged. You were informed of timeframe possibilities and were told that if the dispute qualified for provisional credit it would be posted within 10 business days of receiving the written dispute. Unfortunately, the nature of your claim does not fall under the Regulation E guidelines and is therefore ineligible for provisional credit.

On March 8, 2014 you called to inquire about the status of your dispute and provisional credit. During the call, the phone agent reiterated the dispute timeframes and the provisional credit process but stated that the claim’s qualification for provisional credit would be determined by the Dispute team within 10 business days from the date the verbal dispute was received.

On March 18, 2014 you called again. The phone agent explained the process of allowing the 10-business day timeframe to receive credit, if eligible. You then requested to speak with a supervisor, and the call was appropriately escalated. The Tier 2 representative explained the provisional credit process and described the timeframe of 10 business days. The Tier 2 representative informed you that he was going to transfer the call to the Dispute team so you could leave a voicemail for a Disputes Agent to call you back during their regular business hours. You disconnected from the call rather than leaving a message.

On March 21, 2014 you spoke with a Bancorp representative and were advised that the dispute was a non-Reg E claim and that it was ineligible for a provisional credit. You did not wish to continue the call and you disconnected.

The recordings of each of the calls described above have been reviewed by UniRush, the program manager, to ensure that accurate information was given to you. At no time was provisional credit guaranteed, nor were you told that you were eligible to receive provisional credit. The phone agents each stated that “if” you qualified for a provisional credit, it would post within 10 business days. UniRush acknowledged that while their agents did not promise a provisional credit, they did provide inconsistent information regarding the timing of the granting of provisional credit. They have committed to deliver coaching to all phone staff to ensure they understand the timeframe for provisional credit starts from the date of the initial dispute, regardless of whether it was delivered verbally or in writing.

On April 11, 2014 the UniRush Disputes team wrote to you and asked you to provide proof that the merchant had received the returned item. On April 17, 2014 Bancorp received a copy of your package return tracking receipt; however, as of April 28, 2014 the UniRush Disputes team states that the merchandise is still in transit. Once we have confirmation that the damaged merchandise has been received by the merchant, the merchant is allowed 15 days to credit your account. If they do not credit the account, we will process a chargeback. The merchant will then have 45 days to respond to the chargeback request. If they do not respond or cannot provide proof that the charge should remain on your account we will reverse the charge and credit your account.

We apologize for the inconvenience and frustration this has caused, Mr. Natal. We understand that you are anxious to regain access to your funds; however, in addition to the banking guidelines regarding a customer’s dispute claim, we must also abide by the merchant association rules that dictate how we may proceed with a chargeback request. Our Dispute team will notify you as soon as the investigation has been resolved.

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

Review: I applied and received a aarp foundation prepaid card. At the time I received the card I looked over all of the conditions and terms. I

activated the card and started adding money on the card and paying the $4.95 processing fee. When I tried to make a purchase I started

noticing that it was telling me that I had insufficient funds. I contacted customer service and the lady told me that there was an additional

$5.95 charge to keep the card activated. I inquired and asked her why the customers were not notified. She stated that it went into effect

in April. She then told me that she would waive the fee if I would put $1000 onto the card. This company has been going into customers

account without their knowledge. I do not see why customers should have to pay $5.95 and then $4.95.Desired Settlement: I would like someone to call me and to refund my money back, because I was not aware that this was going to take place when I

received my card. I also like to cancel my card.

Business

Response:

[redacted]

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

[redacted], in your complaint you mentioned your inability to use your Card because the funds had been consumed by Monthly Maintenance Fees.

The Monthly Service Fee is clearly described in the Cardholder Agreement that is included in the Card package and can be reviewed online at www.greendot.com/aarpfoundation. The Monthly Service Fee, as well as other fees, are also disclosed on the Card packaging and are reviewable prior to purchase and include the following information:

Monthly Charge:

$5.95 per month

[redacted], the reason the phone agent offered to waive the Monthly Charge if you loaded the card with $1,000.00 is because Green Dot, the program manager, offers cardholders options in which they can have their fees waived. The Cardholder Agreement discloses that the $5.95 Monthly Charge is waived in any monthly billing cycle when you:

load at least $1,000.00 to your Card;

have 30 posted purchase transactions (excludes all ATM declined withdrawals, ATM balance

inquiries, teller cash advances and online bill payments at www.aarpfoundationcard.com); or

load at least $250.00 to your Card using direct deposit.

In addition to the Monthly Charge you may be charged fees to reload your Card. In the How to Reload Your Account section of the Cardholder Agreement, it states “A reload fee may apply for each reload other than through direct deposit of your wages or benefits.”

Upon receipt of the complaint, Green Dot provided further insight into your concerns. Green Dot confirmed that you contacted their offices on March 8, 2014 and upon disagreeing with the fees associated with the Card, requested to close your Card. Pursuant to your request, Green Dot closed the Card.

[redacted], we apologize for any inconvenience you have experienced. If you have any questions, you may contact Green Dot directly at [redacted] Monday through Friday from 6:00am to 6:00pm Pacific Time.

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

Review: I had my tax refund scheduled to deposit on My ready debit card. I had recieved my state refund with no problems and that was also a joint account. The bank declined my federal refund. The information was the same as it was on the state refund so if they accepted one they should have accepted the other. Now I have wait 8-10 weeks for my paper check from the irs when I really could have used the money now.Desired Settlement: I would like a settlement on this because now I have to wait when I shouldn't have and I have to pay bills.

Business

Response:

March 13, 2014

RE: Your READYdebit Accounts

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

[redacted], the reason your federal tax refund deposit was rejected was because we have a process in place that will reject an IRS deposit if the primary cardholder’s social security number is not on the tax deposit. This process was put in place is to help prevent tax refund fraud, which has become a prevalent crime.

The state deposit that we received came under the names [redacted] States do not place the social security number on the deposit so our process does not reject the state refund.

[redacted], your READYdebit account is not a joint account; you are the sole cardholder so if the tax return had [redacted] social security number listed instead of yours the tax deposit would be rejected.

Unfortunately, since the return was rejected we are unable to pull it back and load the funds to the card. You will need to contact the IRS directly to confirm the status of your refund. We apologize for the inconvenience and frustration this has caused for you, [redacted]. Please understand that our procedures are in place to protect the security of your account. We do our best to balance that need with our goal of providing the best possible customer experience.

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

Review: on october 4 2013 I submitted a dispute in regards to not receiving my funds from my employer from an atm,this company verbally told me that once I fax in documentation I will receive a provisionary credit to my account and this information was given from a supervisor who called me and left no name but the info on my voicemail which I have now that was recorded,I spoke with several superviors and reps from bancorp and rushcard in regards to this matter and they continue to tell me that I have not submitted any fax when I have documentation that proves I have and also this was confirmed from previous reps in rushcard customer service,I spoke with a rep name elaine a. with id numbe[redacted] and a supervisor name [redacted] who left a message on my voicemail to call,him bck which I did but still could not get in touch with him as the reps keep saying he is away or in a meeting,this has to be resolved because I had verbal confirmation from this company that this will be resolved once documents have received and the documents have been sent at their discretion and still they fail to honor their commitmentDesired Settlement: I would like my credit of 400.00 added to my account so that I can get out of this hardship this company has caused me

Business

Response:

Good morning, I have attached our response letters and account documentation for complaint #[redacted] from our customer [redacted]. His dispute has been resolved and provisional credits were posted to his account on 10/29/13. Please let me know if you have any additional questions. Thank you.

Review: Bancorp Bank,. My card was use fraudulently and now I can't get my money..the worst bank ever!!!! they say one thing and do another. just a overall crooked bank. never do business with them....

I file a dispute in december of 1014 and now its march 2015 and still nothing is happening and I know after 120 days they will tell me I'm not getting my money back.Desired Settlement: I just want my money back, I file a dispute and I have waited 90 days and now I have to wait an additional 30 days

Business

Response:

Good afternoon, [redacted]. Sorry for the delay on this one. We had a lot of research. We did determine that the Dispute analyst made an error. The dispute was resolved and we posted a $50 courtesy credit on 3/30/15. Thanks. Have a good weekend.

Review: I purchased an item in the amount of $125.47 with my Univision prepaid Master Card at Macys in [redacted].and two weeks later returned it with my original receipt. Two days later my direct deposit account with Univision pre paid card was frozen. I contacted the customer service of the card and they stated I had to go to Macys and have a manager call them to verify there was a return made. I went to Macys and spoke to [redacted] store Manager his direct telephone number is above. He called the card service and they instructed the store manager to call another number for risk management [redacted]. He then called the other number and spoke to a representative named [redacted].He verified the transaction was returned. [redacted] told him there was nothing he could do for him at this time that he needed to call him back on Monday to resolve this matter. The manager told me he has never had to do this ever. This company did not return the funds to my account from the return made at Macys and they have frozen my account. I use this Univision card as my direct deposit and they have frozen all my money. Please help me with this situation they don't have an office I can go to. I am working and can not take time off to go ask a manager from Macys to call them again. This is ridiculous. This company is stealing money. Please help. The card states it uses Bancorp bank.Desired Settlement: I want my account unfrozen so that I can remove my funds. I want my money from my return released. I no longer wish to do business with this company.

Business

Response:

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 appear below.On January 23, 2015, your account was systemically blocked after a suspicious credit of $125.47 from Macy’s posted to it. The block was prompted because no matching purchase from Macy’s appeared on your account.On January 25, you contacted Customer Service for Univision, the program manager, who advised you to have the merchant contact its Customer Service or Risk Department to discuss the transaction.On Monday January 26, the investigation was completed and the block was removed, granting you full access to your card. The next day, Univision tried contacting you by phone to advise you of the removal of the block but there was no answer.We apologize for the inconvenience and frustration you experienced. In the future, please ensure that the card presented for a merchant credit is the same card used when the purchase was made. By doing so, you can prevent future account blocks from occurring.We hope this information is helpful. Please contact us with any additional questions.