ComplaintsforStack Mastercard

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  STACK mastercard closed all accounts September 11th 2023 and said all clients would have the remaining funds emailed to them with umin 45 days if closing which was October 26th I have yet to get my money and there is absolutely no way for me to contact them I have 849.15 in that account * ** * ****** ****** ** * *** *********** **** *** ***** **** **** ***** ********. please help me.

  Business response

  27/11/2023

  Good evening,

  This customer received their remaining balance via e-transfer. The e-transfer shows as deposited on our records. 

  Best,

• Initial Complaint

  25/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Stack ********** credit card provider introduced new fee structure and new terms and conditions. Since I chose not to agree to the new fees nor terms and conditions, i decided to close down the account with STACK. Email attempts to close the account *** ******************************************************************************** went unacknowledged and ignored. after a long wait (and a first montly charge of 7.99, I was finally allowed to close down my account via phone call. This is when the agent claimed there will be CAD10 closing fee. Since no closure fees are listen in the terms and conditions, i have requested for agent to point me to a place where can i review the terms and conditions and see the mentioned closure fees in writing. Agent declined and stated the fee is not listed in the contract, but will still be applied against my account which i declined to consent to. I have also replied to the email account closure confirmation email from the agent , again asking for written terms and conditions specifying account closure fees, but my emails were ignored again. Upon receiving an outstanding balance credit from now closed Stack credit card, i noticed that 10$ were indeed deducted without my consent , *** ******. I replied to my previous email again asking for explanation **** ********** *** ** * **** ***, when i finally received a reply to my email. However, I am being told that the closure fee is real, it wont be refunded even if it is not in written in the terms and conditions. I am asking for refund of $10 from Stack **********. The account was finally closed on Dec 28th 2022, refund (minus the ****** $10) was received on January 19th 2023. This complain is not primarily about the ****** ten dollars, *** ** ***** * ***** ** ***** *** ********** ******** ******* ** ***** ********* The new terms and conditions state that "If STACK sends an E transfer out with the assistance of a customer care agent, a $9.99 administration fee will be charged. This includes closure of account transactions, requesting money out, or any reason a care agent has to process an E-transfer out to of an account." However, i have never requested etransfer, nor was given a option to get my balance via cheque or bank transfer, and the only way to close the account is via agent over the phone since they ignore electronic / email requests for account closures. The agents are insisting to do everything over the phone and refuse to provide written confirmation supporting their position. I have never agreed to the new terms and conditions nor agreed to be charged $10 to receive my own money during the account closure.

• Initial Complaint

  16/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Recently, Stack ********** changed their fees structure and informed customers. I decided not to continue with stack and tried closing my accounts to avoid any fees overages. After multiple attempts, I am not being allowed to close my account stating that I have remaining balance on account. As of today, I have no outstanding balances in my accounts and want immediate closure of my Stack accounts. I am not getting any resolution from Stack or its customer care team for closing my account. I have tried contacting the team through chats, email and phone more than 10 times combined.

  Business response

  29/11/2022

  Hi there, please note that there is some processing time required after submitting your account closure request. If your account had a $0 balance at the time of the request, your account should now be closed. If you believe this is not the case, please give us a call at * ***** ********
  

  Customer response

  29/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩