ComplaintsforFSV Payment Systems, Inc.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My girlfriend called today 12/19 to try to get her monthly bank statement emailed to me for dependent verification purposes for a time sensitive issue. Theyrep she spoke to literally told me there was nothing she could do but have it mailed and she couldn't even request it to be emailed or expedited. I should have been receiving her statements for months anyways but they have never sent her one. She requested a super and was told they where on a call and he was going to tell us the same thing. We requested a call back and get told they don't do that, she would have to call back. She was already hung up on four times and was on hold for 45 minutes at this point. They are withholding her bank statements that we need for health insurance. This company is horrible and causes nothing but issues

  

  Business response

  12/28/2022

  **** ******** ****** 
  
  We received your request for assistance filed with the Better Business Bureau (BBB) regarding a Darden Inc. Visa. We are committed to the products and services we provide. More importantly, we are committed to the customers we serve each and every day, and we value the opportunity to address your concerns. 
  We apologize for any frustration or inconvenience experienced due to this matter. We reviewed our records and confirmed that you are not listed as an authorized third party on the account mentioned in your request. We are prohibited from providing any card information to an unauthorized third party. This policy is to protect the security of the cardholder’s account, and we are unable to make exceptions. The cardholder may contact the call center at 877-659-1881 and either authorize you to speak on their behalf, at which point we would be able to discuss the account with you, or request assistance themselves.
  
  
  
  
  *** *** * ********

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to access my card, I have had it over a year and never made one transaction. Every time I call the company, they tell me to wait and call back in 5 business days something went wrong with their system. They would not provide me their agent number or their corporate's office address. I cannot seem to resolve this issue on my own. I am asking if you can please assist me with granting access to my card. Thank you

  

  Business response

  06/20/2022

  Hi *******.  Sorry for your poor experience.  However, I believe you are confusing our company, Paychecks Plus, for a much larger national company called Paycheck Plus.  We are a small, regional office servicing Roanoke, VA.

  If you feel like this compliant may be in error, would you kindly delete the review so we are not negatively impacted here in Va.

  Thanks.

   

  

  Business response

  07/07/2022

  Response attached. 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a Paychek Plus card by Tyson Foods to receive my paychecks. My income tax return and stimulus check were also deposited there. My card was stolen so I tried to get a replacement card. However, the only thing I have been getting for the past 3 years is the runaround. I keep getting told to fax my driver's license and proof of residency. I've done it several times from Staples and faxes I bought online. Yet, everytime I ask about the replacement card, they tell me something different. Lately they've been saying the documents are illegible and to resend them. Before that, they said the documents were perfect, but I didn't put the new case number on the fax. (I had to get a new case number because the 1st replacement card was sent to my old address and returned to them with my new address provided by the post office.) When I ask to speak to a supervisor, the operators "accidently" hang up on me time and time again. Then, the supervisors I speak to say they were told by the "higher department" to tell me to refax my documents. They said it wasn't possible for me to speak to the "higher department" about my money, yet they keep taking money out of my account every month. I've mailed the documents to them and tried to send them by email or text, but they only accept faxes. It's obviously a scam because nothing is going to be good enough for them. I've spent a lot of money sending the documents over and over, as well as spent hours and hours waiting on the phone only to hear the runaround when I finally get to talk to someone. That's if I don't get hung up on. I've enlarged and brightened the faxes in every way possible because at 1st they said the documents were too small and dark. Now they'll only say the higher department says documents are illegible with no other explanation, and that I can't get in contact with the " higher department" which "has no name or way to contact them."

  

  Business response

  06/09/2022

  Dear Sa** ******** 

  We place a high value on working with our customers and apologize for any frustration you’ve experienced. Our goal is to provide efficient, accurate and courteous service. We share your disappointment if we have not lived up to these expectations. Please know we are working to assist customers as quickly as possible and appreciate your patience and understanding.
  
  After reviewing our records, we can confirm that the first replacement card, ending in 5001, was ordered on November 16, 2020, to be mailed to the address you confirmed on the call. On December 22, 2020, you informed us that you had not receive the card and we advised that your account was inactive due to needing identity verification and a replacement card could not be ordered until we received the requested documentation. We do not have a record that you called between January 4, 2021, and March 6, 2022, at which time you were asked to resubmit your documentation. Your identity verification was completed on April 7, 2022, as that is the date we received the complete and legible documentation. On the same date, a new card ending in 8033 was ordered to be to be sent regular delivery. On May 28, 2022, we received an additional fax to update your address and the maintenance was completed. On May 31, 2022, another replacement card, ending in 6441, was ordered to be sent expedited delivery and the $25 expedite delivery fee was refunded on June 9, 2022. The tracking number for card was 1Z9Y86460120481722 and we confirmed that the card was delivered on June 6, 2022.
  
  We contacted you June 9, 2022, to confirm that you received the card as it has not yet been activated. During that call you confirmed to our agent that you did receive the card but when you attempted to activate it the system would not let you. The agent offered to assist, and you informed them you were driving and therefore could not access your card at that moment. The agent asked for you to attempt to activate it again at your earliest convenience and to return their call if you are still unable active it. They asked if you would like them to call you back and leave their contact information on your voicemail and you approved that request. The agent called back immediately but received a message that your voicemail was not set up. If you are still having problems activating your card, please call the number on the back of the card for assistance.
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2021, I applied for a Visa Rapid debit card alleged issued by "Metabank." Several times this company has fraudulently charged me significant amounts of money for suspicious entities that I do not recognize. Recently this March 2022, I received a suspicious and fraudulent letter in the mail from this company calling itself "Cardholder Services" at P.O. Box 551617, Jacksonville, FL 32255 threatening to cancel my debit card unless I provide my social security number and other personal information and threatening legal action against me as well if I do not comply. As instructed, I called the phone number on the reverse side of my Visa Debit card. I was given the run around without any explanation, and the human operator that I tried to resolve the situation refused to cooperate and would only talk in a very, very low whisper so that nobody could determine what was being said. This operator absolutely refused to answer any questions that I had.

  

  Business response

  03/21/2022

  **** ****** ******** we have received your request for assistance with the Better Business Bureau. We have reviewed our account records with the information provided in your request and we were unable to locate an account with the information provided. As such, we are unable to provide you with detailed information regarding your concerns. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  More than 4 months ago, I accepted a refund to a card that doesn't accept money from anywhere except Unemployment. I have been fighting with them ever since. They wanted a receipt, I sent the receipt. The wanted another copy of the receipt. I sent that. They were going to mail me a check and close the account. They can't do that because they don't have the receipt. Unfortunately, the copy of the receipt isn't extremely readable because the kid pulled it through the receipt machine and it blurred. When I call the card, it shows that I have a positive balance of the correct amount. I just want my account closed and a credit check issued.

  

  Business response

  10/05/2021

  Dear ****** ******: 
  
  We received your request for assistance filed with the Better Business Bureau (BBB) regarding a U.S. Bank ReliaCard. We are committed to the products and services we provide. More importantly, we are committed to the customers we serve each and every day, and we value the opportunity to address your concerns. 
  
  After reviewing our account records, we confirmed the account was restricted due to POS credit without matching debit transaction, which is a security measure U.S. Bank has in place to protect the cardholder and requires the cardholder to provide copies of the receipts.  We did review the documents you provided and the account restriction was removed October 5, giving you have access to your funds.
  
  Unfortunately, Oregon Department of Employment does not offer a request a check; however, you may contact them directly at ************ and request the account be closed or you may simply use the card as you would any debit or credit card and spend the available funds on the card.
  
  We attempted to contact you on October 5 to advise the restriction was removed, however, we were not successful.
  
  We regret that your experience with the U.S. Bank ReliaCard has not met your expectations, but we are hopeful we have addressed your concerns. Please reach out to us directly Monday through Friday, 8 a.m. – 5 p.m. EST at ************ if you have further questions or concerns in relation to our response.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 1st 2021 I paid my car insurance that was fine. I got ti work webt to get a drink and my card was declined. I called and they said they deactivated my card because it was set up with a po box and they can't use those. I've had this account since either January or February of 2020 there was no reason for them to deactivate my card. They're holding all of my money until I can verify my address. I sent my ID and change of address card they said it wasn't good enough. This is ridiculous they're keeping all of my money from me for no reason. I can't pay my bills because of this. I have 990 dollars on there and no way to access it they refuse to just reactivate my card.

  

  Business response

  10/04/2021

  Dear ****** *****: 
  
  Dear ****** *****: We received your request for assistance filed with the Better Business Bureau (BBB) regarding a U.S. Bank ReliaCard. We are committed to the products and services we provide. More importantly, we are committed to the customers we serve each and every day, and we value the opportunity to address your concerns. 
  
  After reviewing our account records, we confirmed the account was restricted due to an invalid address which caused the card to decline.  The cardholder’s address on record was a PO Box; however, we must have a physical address listed on the account.  
  
  We located the documents provided by the cardholder, a valid government ID and address change document sent in by the cardholder.  We had the documents verified and account restriction was removed on October 4 and we updated the address in our records to:
  
  **** ***** ***** ***
  ********* PA  *****
  
  We attempted to contact the cardholder on October 4 to advise the restriction was removed, however, we were not successful at reaching the cardholder. We left a voicemail message and provided a call back number with any questions.
  
  We regret that your experience with the U.S. Bank ReliaCard has not met your expectations, but we are hopeful we have addressed your concerns. Please reach out to us directly Monday through Friday, 8 a.m. – 5 p.m. EST at ************ if you have further questions or concerns in relation to our response.

  Customer response

  10/05/2021

  From: *** <*******************>
  Sent: Monday, October 4, 2021 1:40 PM
  To: Info <*****************>
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #********.

   

  Thank you I'm guessing you contacted them because I just got a call my card is back on.

   

   

  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. 

  Regards,

  ****** *****

   

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband was killed on October 14, 2020. He had an employee paycard with PaychekPLUS with a balance of 274.20 on the date of his death. His estate was small and I was able to use Order of Refusal of Letters to Surviving Spouse through the 16th Judicial Circuit Court of Jackson County, MO (filed probate records December 15, 2020). PaychekPLUS (through US Bank) closed the account on September 9, 2021 for $131.45 with no explanation of why they withheld $142.75. They say they will not speak to me unless I go through probate court and will not even look at the Order of Refusal Letters.

  

  Business response

  09/27/2021

  Dear ****** ****: 
  
  We received your request for assistance filed with the Better Business Bureau (BBB) regarding a U.S. Bank ReliaCard. We are committed to the products and services we provide. More importantly, we are committed to the customers we serve each and every day, and we value the opportunity to address your concerns. 
  
  We researched the account and confirmed the balance of $274.20 at the time of Mr. ****’s death.  We showed there were (3) $4.95 monthly inactivity fees that occurred May-July 2021, in addition to an Amazon purchase on July 25, 2021 in the amount of $127.90.  We contacted you by phone and you confirmed you were not aware of the Amazon transaction. We initiated a dispute case# ****** on your behalf and the claim was found in your favor; because your husband’s account is deactivated a new card was requested and the money from the monthly fees and the dispute was placed on the card in the amount of $142.75.  We have submitted a request for a check to be mailed to you at the address above.  Please allow 7-10 business days from Tuesday, September 28 to receive.  A permanent credit letter was mailed September 27.

  Customer response

  09/28/2021

  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. 

  Regards,

  ****** ****

   

*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. ↩