Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My supplemental social security income check was direct deposited onto a direct express card back in October and they will not allow me access to it even after doing what they asked like sending a copy of my SS card and birth certificate photos of front and back and receiving a email stating they were approved and still not allowing me to activate my card told me I had to resend them sent the same pictures this time they say they are blurry. Then they said the need a color id which is impossible as the state of Virginia IDs are black and white

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY CARD IS SHOWING A TRANACTION OF ***** FROM ACOMPANY CALLED ON LINE DISCOUNT HOUSE WHICH I HAD NOT MADE OR HAVE KNOWLEDGE OF THIS COMPANY. I HAVE ALREADY SPOKEN TO A REP AND SHE PLACED A BLOCK ON MY CARD AND ORDERED ME A NEW ONE MY BLOCKED CAED #IS **************** THANK YOU HOPE SOMEONE CAN HELP MERESOLVE THIS PROBLEM. TRANACTION TOOK PLACE ON 01/31/2024

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insight **** prepaid cards has been declining transfers and deposits, and charging the decline fee with no publicly-stated reason, or notifying card holders that they are going out of business on February 28 and stopped accepting deposits and transfers on January 15. I only learned about it after waiting days for a deposit from my employer that normally posts within 24 hours, and I sent a message through the app message center. The response received was a notification of no longer accepting deposits and the card is going away February 28. Why didnt they notify customers or issue a public statement about this? And if they are no longer accepting deposits, WHY CONTINUE TO CHARGE A DECLINE FEE WHEN WE KNEW NOTHING ABOUT THIS CHANGE! I want to be reimbursed for all decline fees as of January 15. Thank you.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a prepaid **** card through Insight Services. In sight is closing their card service on 1-15-24. On 12-29-23 I received a text message on my phone a ****** withdrawl al transaction had just took place on my **** card at **********************************************************. I was not in Sacramento, I live in ***** ** and I did not did not do this transaction. The card is still in my possession and I have never allowed anyone to use my card or given my pin number to anyone. So on 12-29-23 I contacted insight customer service for help. They told me the transaction was still pending and I could not file a dispute claim until the transaction posted to my account. I asked why couldn't they stop the transaction from going through since it was still pending and I got no answer. They told me this was an atm transaction. I asked what bank the atm was with and they told me they dont have that kind of information, only that it was an atm and the address where it was located. I called them back the next day and the transaction still had not posted. When I spoke with them on the 29th they cancelled my existing card and told me they mailed me a new one to credit my return on. I still have not received that card. On the 31st of Dec 2023 the transaction finally posted. Their dispute **** sent me an email with the dispute form in it and I was instructed to auto fill out the form and I had to file a police report to attach to the dispute form. The email they sent the dispute form to me in was a no reply email that all I could do is print out the dispute form blank. I contacted my local police **** and they told me the report had to be filed in the ****************** because that is where the crime took place. So I contacted the ********** city police **** and they told me to file the report on line. So I filed it and then recontacted insights customer service to find out how to send them the dispute form and police report. They provided me a fax number to send the forms to. On 1-2-24 I faxed the dispute form and a copy of the police report. After faxing it I contacted insights customer service again to make sure they got my fax. They claimed they had not and to check back. I checked back on 1-3-24 and still they claimed they had not received my fax. On 1-4-24 I spoke to a man by the name of Alder in insights dispute **** and he informed me the dispute form could not be returned by fax, only by email or through the mail. I asked him why did they provide me with a fax number to return the form and he said he did not know but he would send me a new email with a fillable form to fill out and send to him. I still have not received the email from him and I have had it. I feel they are doing everything they can possible to push this issue past the date they are closing their card services so I will have no way to get my money back. Everytime I have spoke to their customer service or dispute **** I have spoke to a foreigner with such a heavy accent you can barely understand them. During one conversation I was having with customer service I heard chickens clucking in the background. I need the better business bureau to assist me in getting my money returned. The funds on the card was direct deposited to the card from the ****************************** because I am on Social security. This was my monthly income to pay my rent and I am facing eviction because of this situation. The case number insight services gave me for this situation is 23123100756C. My card number is *******************.. **************** contact number is **************.

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had someone use my card not authorized by me. 12/28/23. I got 4 notifications on my phone that purchases had been made in ******. I'm in ********** and I had my card with me. This happens to be the the 3rd time this same situation has happened to me. I called customer service and they were rude and didn't help me resolve the matter. One agent even hung up the phone in my face! The other agent did listen but couldn't help me do anything. I've been through this process before only to be denied getting my money refunded. This card is a scam and I need help getting all my money back.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father had an account with **********************. He was the sole person on the account. He passed away in April of 2021. My mother has not been able to attain the funds left in the account. She has sent a copy of death certificate and no response. I had now attempted to contact Insight regarding the matter. When I finally got a hold of someone, they explained I need to send in death certificate and Executor of Estate documents along with ID showing I am the Executor. This is ridiculous. An Executor is assigned when someone has a Will, has items that need to be dispersed, and has large amounts of money, property,ext. This is a Prepaid card account that you have to go to a local pharmacy or ******* to reload. My father did not have property, an estate, or a Will. And any money he had is in this account. Our family cannot afford to register for an Executor of Estate and go through months of court dates for what my mother said is about only $1300. We cannot even access the account due to his card expired in 03/22 and they never sent another card. Note: all address on attached photos are old and not valid. Family has moved since my father's passing.

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  VIA ONLINE SUBMISSION:
  
  Re:       Complaint number: 85084993
  Consumer: *************************** (***************************)   
  
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. The Insight prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to the complaint, you state that your father passed away in April 2021, and there was no secondary authorized cardholder. Further you said your mother has not been able to gain access to his funds. You state you were finally able to speak to an agent, and you were advised of the documents needed. You claim you are the executor and you and your family cannot afford to get a formal document for executor of the estate. You are requesting access to the account to retrieve the funds, or a replacement card be sent.
  
  
  The documents you submitted with your complaint were forwarded for review. This is what is still needed; Executor of Estate document t (Last Will and Testament or ************ Affidavit), Clear copy of the Executor of ********************issued photo ID. If you do not have an executor of estate document, please check with the clerk of courts in your area for information on a ************ Affidavit.
  
  
  We hope this information will help in dealing with this complaint. We appreciate your feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  
  Insight ****************

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20332807
  
  I am rejecting this response because:
  

   While this is a step forward in my process, my issue is not yet resolved. I have emailed the customer service to ask about the required documents needed from them for a ************ Affidavit - a copy of a bank statement proving my father was the person on the account, and a blank copy of a ************ Affidavit form; if they use their own (my inquiries stated most companies use their own form).

  I am now awaiting a response and hopeful compliance to my request.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/27/2023

  July 27, 2023
  
  VIA ONLINE SUBMISSION:
  
  Re:       Complaint number: 85084993
  Consumer: *************************** (***************************)   
  
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. The Insight prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to the rebuttal complaint, you are rejecting the response because you spoke to customer service and provided a blank small claim affidavit.
  
  Records show that as of July 25, 2023, the account was update to the Estate of *************************** and a refund will be issued to Executor of Estate ***************************, for the balance of $1380.28. You were contacted via email and advised that the check can take up to 2 to 3 weeks to receive.
  
  
  We hope this information will help in dealing with this complaint. We appreciate your feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  
  Insight ****************

  Customer Answer

  Date: 08/01/2023

   
  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 up on actual receipt of said refund. Once refund is received, I find the resolution fully acceptable and complete
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my card expired I called several times to change my address email address and I told I can't. I even emailed all my documents and still got no help my money is on my expired card I just want my money

  Business Response

  Date: 07/19/2023

  July 18, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: *****************           
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to *****************, she states that her card expired and that she contacted Insight several times to change her address. ************ indicates that she even emailed all her documents and still no help. ************ is requesting her funds.
  
  Insight records show on June 23, 2023, ***************** contacted customer service to request a replacement card to be sent to her new address. ************ indicated she went to a partner store and the address was changed there. ************ was advised on the call that the address was not changed. On July 3, 2023, ************ contacted customer service again to request a replacement card due to her card being expired. ************ was advised a replacement card could be processed, but updating the address documents would be required. ************ was advised to submit copies of her identification card, proof of address and a notarized letter. On July 5,2023, ************ contacted Insight requesting her replacement card, she was advised no documents were received as of date. ************ contacted Insight again later that day and asked for her funds to be transferred to another card. She was advised that Insight did not have the option to complete the transfer. ************ continued to contact Insight until July 7th for the status of her documents. On July 7, 2023, records further show that Insight received ************** documentation. The documents were deemed invalid due to blurry images. As of date this documentation is still needed. On July 18, 2023, an Insight supervisor attempted to contact ************. A detailed message was left for a return call.
  
  We hope this information will aid in satisfying this complaint. We appreciate ******************* feedback about this matter and the opportunity to supply a resolution.
  
  
  Regards,
  
  Insight **************************

• Initial Complaint

  Date:04/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had this card for over 5yrs and when u call and speak with representatives they charge u a $1 fee if the card declines even with money on the card its $1 fee. Their Overdraft doesnt work its been a week and I cant use my card and all they say is give it 24hours ************ is taking our money with the fees its ridiculous. And when u call them and ask for the charges to be reversed they say they cant reverse the fees.

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: *******************************           
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to *******************************, she has had her card for over 5 years and when she contacts the call center to speak with a representative, she is charged a $1.00 fee. ***************** further states she is also charged a $1.00 decline fee even when there are available funds on the card. **************** indicates her overdraft does not work and she is unable to use her card, but she is advised by Insight to wait 24 hours. ****************** also states Insight is taking her funds and the fees are ridiculous. **************** is requesting to reverse the fees.
  
  The fees are subject to the Accountholder Agreement that was received when **************** applied for the account. Per the Accountholder Agreement, all fees are disclosed and include a detailed description of each fee type. **************** will need to refer to the Schedule of Fees in the Accountholder Agreement which include the referenced non-PIN Purchase Transaction, PIN Purchase Transaction, Domestic ATM Withdrawal, Balance Inquiry, Purchase Decline, Live ********************** Call, Account Inactivity, overdraft fees and Statement fees.
  
  Insight records show the fees that were assessed on **************** card ending in **** are valid.  Regarding the overdraft and decline fees,this was due to transactions made by Metro by ******** on March 29, 2023.  The funds were not available in account at the time therefore, caused the decline fees to occur.   After further research, on March 29, 2023, *************** contacted customer service requesting assistance and was charged a $1.00 Live Agent Customer Call Fee, that was also valid.  On April 9, 2023, the overdraft funds in the amount of $190.00, were placed on the account to cover the overdraft balance on the account. Please note that **************** concerns have been escalated regarding overdraft protection.
  
  On April 13, 2023, an Insight supervisor attempted to contact **************** to discuss her complaint.  Insight was unable to leave a message as the voicemail was full.
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ******************************; feedback about this matter and the opportunity to supply a resolution. 
  
  
  Regards,
  
  Insight **************************

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19872493
  
  I am rejecting this response because: no one reached out to me at all you can try to call me Im open to talk 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/04/2023

  
  May 4, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: *******************************           
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to *******************************, she has had her card for over 5 years and when she contacts the call center to speak with a representative, she is charged a $1.00 fee. ***************** further states she is also charged a $1.00 decline fee even when there are available funds on the card. **************** indicates her overdraft does not work and she is unable to use her card, but she is advised by Insight to wait 24 hours. ****************** also states Insight is taking her funds and the fees are ridiculous. **************** is requesting to reverse the fees.
  
  The fees are subject to the Accountholder Agreement that was received when **************** applied for the account. Per the Accountholder Agreement, all fees are disclosed and include a detailed description of each fee type. **************** will need to refer to the Schedule of Fees in the Accountholder Agreement which include the referenced non-PIN Purchase Transaction, PIN Purchase Transaction, Domestic ATM Withdrawal, Balance Inquiry, Purchase Decline, Live ********************** Call, Account Inactivity, overdraft fees and Statement fees.
  
  Insight records show the fees that were assessed on **************** card ending in **** are valid.  Regarding the overdraft and decline fees,this was due to transactions made by Metro by ******** on March 29, 2023.  The funds were not available in account at the time therefore, caused the decline fees to occur.   After further research, on March 29, 2023, *************** contacted customer service requesting assistance and was charged a $1.00 Live Agent Customer Call Fee, that was also valid.  On April 9, 2023, the overdraft funds in the amount of $190.00, were placed on the account to cover the overdraft balance on the account. Please note that **************** concerns have been escalated regarding overdraft protection.
  
  On April 13, 2023, an Insight supervisor attempted to contact **************** to discuss her complaint.  Insight was unable to leave a message as the voicemail was full.
  
  On May 4, 2023, an Insight supervisor attempted to contact **************** to discuss her complaint at 8:23 AM EST time. Insight was unable to leave a message as the voicemail was full.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ******************************; feedback about this matter and the opportunity to supply a resolution. 
  
  
  Regards,
  
  Insight **************************

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called insight as soon as I noticed my card wasn't in my wallet. When I called I got my balance and immediately freaked out and went through the protocol for a lost stolen card and to lock it at that time. I was really freaking out as it was over $****! I started a dispute process right then over the phone and wasn't aware of it. I kept calling and trying to get a dispute process going. They sent me documents and I filled them out and email them. I also sent handwritten disputes. I asked them to send me the documents that the dispute process used and only received a account statement from months prior!! I couldn't get them to send the dispute process documents. They credited my account for some.measly amount like ****or something but it was **** missing!! I sent them all that they asked for. My frantic phone call which is surely recorded can tell how upset I am. The loss of this $ cost me my home, my phone number I went homeless and am STILL STRUGGLING TO GET A NEW JOB AND PLACE. ITS BEEN NOTHING SHORT OF AWFUL.MANy times I have tried to get a person on the phone other than the tech who answers and I get hung up on every darn time. It's not my fault that *** lost my phone number and address it is theirs!! Oh here's one: all my transactions I used a pin number. I'm sure the card was run as credit because nobody knows my pin. I ALWAYS used it. And there is no ATM transactions I often went to the **** The user couldn't go to ATM BECAUSE THEY DINT KNOW MY PIN!! IT been struggle after struggle with these people. I did nothing wrong. I will gladly press charges on whoever is the theif. They must be in camera. I sent my ID into their ppl as I was instructed to. I'm not even going to ask for every ***** of the dispute at this point I would settle for $1400 or hck even $1200 whatever I can recoup at this point. It's getting cold and we need help. Ease help us (me)

  Business Response

  Date: 09/29/2022

  
  
  
  September 29, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:
  Consumer: ********************
  
  
  To Whom It May ********************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to ********************, states he contacted Insight shortly after he noticed his card was missing from his wallet. **************** further states he called to check his balance and followed the protocol for lost/stolen to change the card status to locked. **************** indicates $1,600.00 was taken from the account and he has filed a dispute. The documents were sent to him, and **************** sent the dispute forms back, along with the handwritten disputes. **************** also states the loss of the funds has cost him his home and his phone. **************** states he has attempted to contact Insight and has been unsuccessful. **************** also states this issue is not his fault and would settle for $1,400 to resolve this issue. **************** has requested the dispute documents and has only been credited for $6.00 instead of the $1,600.00 that was missing from his account.
  
  
  Insight was unable to locate an account for Mr. ******************** with the information he provided. On September 28, 2022, a member of Insight 's corporate team attempted to contact **************** to discuss his complaint. A detailed message was left for a return call.
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ************************ feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  Insight Corporate Customer Service
  

  Customer Answer

  Date: 10/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  it is a copout to say they are unable to locate my account when they alreAADY SAID I FILLED OUT THE NECESSARY dispute forms and was sure to turn them in timely. Also says a member of Insight Team attempted to contact me, how does he have contact info if not my accout. Illl include mu dob ss# and the card number the account is on. Im currently homeless and at the library and happened to check the statuus thats led me this far.
  ******************************* August 13th, ****. SS is 375-88=4604. The insight card number is ****************************. I have no phone and am living in a tent hopefully a tent city ion *****. I can recieve mail at ************************************

  Business Response

  Date: 10/25/2022

  October 21, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:
  Consumer: ********************
  
  
  To Whom It May ********************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to ********************, he contacted Insight shortly after he noticed his card was missing from his wallet. **************** further states he called to check his balance and followed the protocol for a lost/stolen card to change the card status to locked. **************** indicates $1,600.00 was taken from the account and he has filed a dispute. **************** sent the dispute forms, along with the handwritten disputes back, after the documents were sent to him. **************** states he has attempted to contact Insight and has been unsuccessful. **************** also states this issue is not his fault and would settle for $1,400 to resolve. **************** has requested the dispute documents and has only been credited for $6.00 instead of the $1,600.00 that was missing from his account.
  
  
  Insight records show on March 23, 2022, **************** contacted customer service to report his lost card. **************** filed an unauthorized dispute claim for ******************************* the total amount of $1,640.38. Between the dates of March 9, 2022, to March 20, 2022, there were a combination of point of sale and online transactions. The dispute for the card ending in **** was cancelled and determined as a split decision. The dispute resolution indicated 1 transaction in the amount of $5.99 was granted for the ****************************, HTTPSWWW.MEET, DEUS due to no previous history with the merchant. The remaining 19 transactions were denied due to contradictory statements at the time of the claim intake. On April 9, 2022, **************** did not agree with the outcome of the claim and a rebuttal letter was submitted. On May 12, 2022, the rebuttal was reviewed, and the claim was determined that the initial resolution stands as not granted. **************** has the option to request the dispute documents in determining the claim resolution. On October 20, 2022, an Insight supervisor attempted to contact ****************. A detailed message was left for a return call.
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ************************ feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  Insight Corporate Customer Service
  

  Customer Answer

  Date: 11/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If they'd have read my letter through I said that I'm in a tent without a phone! Where was the message left?
  My likely untimely reply is cuz I'm not online and able to check up often.
  I have followed necessary protocol.i however have not received necessary and fair resolution by $1594 ish. I HAVE XALLED AND REQUESTED THE DISPUTE DOCS AND LEFT MY CHANGE OF ADDRESS. I HAVE DONE NOTHING WRONG OR ILLEGAL EVEN BY YOUR OWN STATEMENTS, IM NOT GIVEN THE REASON WHY EXCEPT I WAS CREDITED FOR A VENDOR NEVER BEFORE USED. WELL IVE NEVER BEFORE USED IT AT YHE EXTENDED STAY AND I WASNT CREDITED FOR THEM!!!!! AND DOESN'T IT STAND TO REASON THAT THE FRAUDULENT ACTIVITY WOULD BE AROUND WHERE AND WHEN CARD CAME UP MISSING?? THIS IS ******** AND I WILL NOT SETTLE WITHOUT FAIRNESS.
  IS THE **** BEING BROKE? IS THAT WHY I WAS NEVER SENT ******* INVESTIGATION DOCS??
  
  LOSIN PATIENCE HERE,
  
  HONESTLY *** RESPECTFULLY,
  
  LaFreem

  Customer Answer

  Date: 11/05/2022

  I understand the reasoning of coordination of points of sale. It is not at all unreasonable indeed likely that the perp would use the same places as me as they must be around where card was stolen/found?? It darn well does. I also said I always ran pin purchases. My pin couldn't have been used. THAT BROKEN PATTERN SHOULD TELL A GOOD INVESTIGATOR THAT A CHANGE OF MO INDICATOR OF CHANGE OF IDENTITY

  Customer Answer

  Date: 11/23/2022

  I'm not getting any documents regarding the dispute process as I e requested in writing and over the phone. They said they've denied the dispute due to contradicting statements at time of "claim intake" and I have no idea what they could be talking about.im telling the truth about everything so I can't imagine what they are speaking of. They said they paid the $6due to no prior history with that merchant, however I never at any time have been to the extended stay which I dispute and I wasn't credited for that transaction! In fact I was staying at the ******** hotel which also will be on the not disputed list. Why would I stay at two hotels at once??
  I have had $15,000 with this company insight and it seems a criminal would try to get much more than 1/15th of an amount. I don't know. I'm not a criminal.i am beginning to think that they (insight) may have some nefarious goings on when I read about their customer service with other people and how I'm being treated.
  I'm ready to see an attorney about this and when they win pay them from the added legal expenses and inconveniences of going homeless from the domino effect this has caused.
  The bbb will not offer advise nor tell me if laws or being broken will they?
  It's the holidays,I've been fighting this since March. I'm hurting financially physically and mentally from this. I DID NOTHING WRONG AND FEEL IM BEING PUNISHED OR SOMETHING. They won't even send the requested docs. I'm thinking because said contradiction isn't of any substance if at all existing.
  I will look for a lawyer today that is willing to help me get justice today I think if I've not heard from insight with a satisfactory resolution in the next day or two.

  Business Response

  Date: 12/08/2022

  
  December 8, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:
  Consumer: ********************
  
  
  To Whom It May ********************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to ********************, he contacted Insight shortly after he noticed his card was missing from his wallet. **************** further states he called to check his balance and followed the protocol for a lost/stolen card to change the card status to locked. **************** indicates $1,600.00 was taken from the account and he has filed a dispute. **************** sent the dispute forms, along with the handwritten disputes back, after the documents were sent to him. **************** states he has attempted to contact Insight and has been unsuccessful. **************** also states this issue is not his fault and would settle for $1,400 to resolve. **************** has requested the dispute documents and has only been credited for $6.00 instead of the $1,600.00 that was missing from his account.
  
  
  Per previous response Insight records show on March 23, 2022, **************** contacted customer service to report his lost card. **************** filed an unauthorized dispute claim for ******************************* the total amount of $1,640.38. Between the dates of March 9, 2022, to March 20, 2022, there were a combination of point of sale and online transactions. The dispute for the card ending in **** was cancelled and determined as a split decision. The dispute resolution indicated 1 transaction in the amount of $5.99 was granted for the ****************************, HTTPSWWW.MEET, DEUS due to no previous history with the merchant. The remaining 19 transactions were denied due to contradictory statements at the time of the claim intake. On April 9, 2022, **************** did not agree with the outcome of the claim and a rebuttal letter was submitted. On May 12, 2022, the rebuttal was reviewed, and the claim was determined that the initial resolution stands as not granted. **************** has the option to request the dispute documents in determining the claim resolution. On December 8, 2022, ******************** account has been forwarded to the disputes department to request the dispute documentation.
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ************************ feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  Insight Corporate Customer Service
  

  Customer Answer

  Date: 01/06/2023

  They've sent me nothing.they are scamming me. As I said I always used my pin and the theif doesn't know my pin. Also well **** there's so many failings in their reply that's not coherent to my submitted dialogue. I didn't lie. I didn't try to steal. I've been honest and got stolen from badly
  
  
  

  Business Response

  Date: 01/31/2023

  
  
  January 31, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:
  Consumer: ********************
  
  
  To Whom It May ********************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to ********************, he contacted Insight shortly after he noticed his card was missing from his wallet. **************** further states he called to check his balance and followed the protocol for a lost/stolen card to change the card status to locked. **************** indicates $1,600.00 was taken from the account and he has filed a dispute. **************** sent the dispute forms, along with the handwritten disputes back, after the documents were sent to him. **************** states he has attempted to contact Insight and has been unsuccessful. **************** also states this issue is not his fault and would settle for $1,400 to resolve. **************** has requested the dispute documents and has only been credited for $6.00 instead of the $1,600.00 that was missing from his account.
  
  
  Per previous response Insight records show on March 23, 2022, **************** contacted customer service to report his lost card. **************** filed an unauthorized dispute claim for ******************************* the total amount of $1,640.38. Between the dates of March 9, 2022, to March 20, 2022, there were a combination of point of sale and online transactions. The dispute for the card ending in **** was cancelled and determined as a split decision. The dispute resolution indicated 1 transaction in the amount of $5.99 was granted for the ****************************, HTTPSWWW.MEET, DEUS due to no previous history with the merchant. The remaining 19 transactions were denied due to contradictory statements at the time of the claim intake. On April 9, 2022, **************** did not agree with the outcome of the claim and a rebuttal letter was submitted. On May 12, 2022, the rebuttal was reviewed, and the claim was determined that the initial resolution stands as not granted. **************** has the option to request the dispute documents in determining the claim resolution. On January 31, 2022, ******************** account has been forwarded to the disputes department again to request the dispute documentation.
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ************************ feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  Insight Corporate Customer Service
  

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/14/2022, I called the number on the back of my card to check my balance as I needed to make a withdrawal. It was at that time that I determined that my account was nearly empty. I then went online to check my activity and determined that there was a pending charge of $460, which took place in Antioch, CA; I was in San Francisco, CA at work at the time of the pending transaction. I called Insight Card Services for assistance and to dispute the transaction. They told me that there was nothing that they could do until the transaction was completed. The following day, the transaction did in fact post to my account. When I inquired about where the transaction took place, I was told that it was a withdrawal from a Bank of America ATM in Antioch, CA. The total of the transaction came to $463, including the $3 transaction fee. I had visited that particular ATM the week of 8/08/2022 and withdrew $40+$3; I do not usually travel to this ATM. I filed a complaint/dispute with Insight Card Services who told me they would investigate the matter. I also travelled to the B-O-A location and inquired if anyone else reported any fraud issues; the Bank Manager stated that she was not informed of any issues and that their machines are regularly checked for "card readers." After further discussion with the manager, she clarified that they only monitor the ATM on the wall of the bank and the drive-up ATM on the outer post of the bank (which is the one I used) is not monitored by their security. They assured me that my bank "Insight" should be able to contact them and resolve the issue for me. A customer heard my conversation and informed me that there had been other instances in that parking lot, specifically at the gas station at the corner of the block, where a card reader was found at the gas pump(s.) As of 8/29/2022, Insight informed me that they they completed their investigation and determined that "no error occurred." Therefore, they will not reimburse me.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/28) */ September 28, 2022 VIA ONLINE SUBMISSION: Re: Complaint number: ******* Consumer: *********** To Whom It May Concern: This letter is in response to the consumer complaint referenced above. Insight prepaid debit card program takes customer complaints seriously and strives to supply quality customer service while dutifully protecting customer identities and resources. According to the complaint, you contacted customer service to inquire about your balance and discovered your funds were nearly depleted from your account. After checking your online account, you determined there was a pending charge in the amount of $460.00. You were advised by customer service of the total ATM withdrawal transaction in the amount of $463.00 and filed a dispute. You state you did your own investigation by checking with the ATM bank and they assured you that Insight should contact the merchant to resolve the issue. You state that Insight informed you that the investigation was complete, and no error was found, therefore you will not be reimbursed for your missing funds. Records show that you contacted customer service on August 13, 2022, to file a dispute for an unauthorized ATM transaction in the amount of $463.00 from Bank of America. Unfortunately, Bank of America is unable to provide any information that would validate the transaction due to being an ATM transaction. Therefore, no further research was completed, and no outbound contact was made to the merchant. The results of the investigation were determined no error was found and the claim was not granted. If you disagree with the outcome of the resolution, you have the option to file a rebuttal by providing additional information. On September 27, 2022, a member of the Insight corporate team attempted to contact you to advise you of the above information. A detailed message was left for a return call. We hope this information will help in satisfying this complaint. We appreciate your feedback about this matter and the opportunity to supply resolution. Regards, Insight Corporate Customer Service