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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/04/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
For some reason I'm not able to use the remaining $54 on my gift card. I call the customer service and I just get the run around. ********* ** ***** **** **** ***** **** **** ** **. I was told in order to access this money, before I use it I need to call for the balance. I told her the recording says that I will be charged $.25 every time I check my balance. She said that recording is incorrect and I will not be charged. **** *** * *** **** ** ** ******* *** ***** * ******* *** **** *** *** **** ** **** *** ********** I also asked, why would I need to call in for my balance when I know what the balance is. She said this activates the card again and then I could use it. I also asked what was the pin number that is set up for this card because the card keeps declining. She said to use credit. I reminder her that I said I already tried this and my purchase was still declined. She ***** **** ** *** said JUST US CREDIT!! **** ****** ***** *** * ** ******* *** * ********** ********** *** ** **** ** **** ** ******** **** ***Business response
12/04/2023
Attempted to call the cardholder at the number that is provided. She has also put a complaint on our ***** ***** account. We have attempted to get her contact information on that platform as well without response from the cardholder. When I just called at 1:30 PM EST the phone call was rejected to voicemail, I have left a detailed voicemail with my contact information. To clarify, our system does NOT charge $0.25 to check your balance through the automation. This is a free service that is available 24/7. We unfortunately cannot removed the message due to the nature of its application. The card will only work as credit for its value or less. It will not work any other way. We do not have an employee by the name Charlotte Russo, I will assume she was speaking about our Call Centre Supervisor, who i have followed up with in regards to the escalation that was issued to her. This card often in the US gets processed as Debit by merchants on a frequent basis as well it gets over authorized due to the presentation of the card by the card holder as a Gift Card. The card will not just deduct its value from the bill and ask the Cardholder to pay the difference. The amount processed must be exact and this is the importance of monitoring your balance and account if you do not use your account in one transaction.Customer response
17/04/2023
Better Business Bureau:
I have reviewed the response made by the business and find that this resolution is satisfactory to me.I called her back shortly ***** * ******** * **** **** * ******** **** ******* * *** *** ***** **** *** * ******** ******** She was able to explain to me that their system is out of date and provides incorrect information to customers. *** **** ******* ** **** **** ***** *** **** * ***** ** ************* **** **** ** *** ***** ****** ** ***** **** **** ********* ** *** **** ***** ******* *** *** **** **** **** ********** *** ******** by the end of the call we had an understanding. *** ****** ********* **** *** **** *** ****** ****** *** ******* **** *********** ** *** ****** **** ** **** *** **** **** ******* ** ***** ** ********** *** **** ** ***** ** *** *** **** **** ************ ** **** ********* **** **** ** ******* *** ******** ***** **************** ***** **** *** ******* *** ******* ******** **** ** *** ** *** ***** ********* ** ** **** **** ** *** ***** ********** I appreciated her transparency as it provided more insight, ******** **** ******* ** *** ****. She was able to unlock the card for 7 days, * ** *** **** *** *** ***** * ***** **** ****** ******* * ****** ******** ** ***** I have used the remaining balance on the card, and I am glad I am finished with this company.
Sincerely
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Contact Information
Customer Complaints Summary
28 total complaints in the last 3 years.
4 complaints closed in the last 12 months.