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:11/15/2024

  Type:Service or Repair 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 tried to order a gift card and was told can't complete transactions but the money was taking off my card

  

  Business Response

  Date: 12/11/2024

  Thank you for contacting RPG Card Services. After review of Mr. ****** complaint we can state that any possible purchase attempts may result in a pending transaction IF the transaction's payment method does not receive a successful authorization back from the issuing bank of the credit card used for payment. RPG has no control over the issuing bank's decisions and only has fraud prevention measures in place to avoid the risk of unauthorized purchases taking place. After review of Mr. ****** specific purchase attempts, we can confirm the issuing bank provided a declined response and we were unable to accept his form of payment. We do apologize Mr. **** was unable to successfully complete his purchase, but any pending transaction funds would be released back to his account since his purchase attempts were unsuccessful (the length of time for a transaction attempt to settle is determined by the credit card's issuing bank and we recommend he follow up with his credit card customer service team). 

• Initial Complaint

  Date:11/03/2024

  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 purchased three Hilton gift cards from this business in the past year and attempted to use them at a Hilton property to pay for some room charges. One of the cards worked, the other two did not. I then contacted this business about the issue and they tried to direct me to another company instead of resolving the issue themselves.I paid $50 (plus $1.95 shipping/handling fees) for each gift card, so $150 + fees total. As a reseller of gift cards, the company should be providing cards that actually work. These cards can ONLY be used at Hilton properties, so it's not like I can go try and use them at a grocery store or anywhere else. Two of them didn't work at the one place they're supposed to, but one of them did. So, there's clearly an issue with the other two cards and I can't count on using them in the future. I need refunds or replacements. I would prefer refunds because I assume I'll just receive more cards that don't work if I receive replacements.The three gift cards were purchased on:-March 28, 2024 ($51.95)-April 9, 2024 ($51.95)-July 19, 2024 ($51.95). 

  

  Business Response

  Date: 11/20/2024

  Thank you for reaching out to RPG Card Services regarding complaint ID ********. After reviewing the customer's complaint, RPG can confirm that the customer did contact our customer service team for assistance. However, as a reseller of the product, we do not have access to detailed transaction information and, as such, cannot review the specific reasons for transaction declines. We explained this to the cardholder on 9/11/2024 and advised them to contact **************** support at ************.
  Upon receiving this case, we requested that **************** provide any information they could share, and they confirmed that all cards were activated and funded. The declines occurred due to fraud protection measures triggered by certain activities. These declines were the result of ****************'s decision, and unfortunately, RPG is unable to offer any further details.
  As the customer agreed to our terms and conditions during the purchase of their gift cards, all sales are final, and we are unable to issue refunds for the gift cards in their possession. If the customer continues to experience issues with redeeming the cards, we strongly recommend they contact **************** customer service at the number provided. Thank you.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22507151
  
  I am rejecting this response because:

  If you "do not have access to detailed transaction information" then how was **************** able to confirm that my specific cards (which you said you don't have the information for) were activated and funded? How were they able to check that my cards were activated and funded? I thought you didn't have that information to be able to provide to them?
  
  So if you didn't have that information, what cards did **************** check? Or are you saying that, in general, all cards are activated and funded? 

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/26/2024

  As previously stated in our first response: Upon receiving this case, we requested that **************** provide any information they could share, and they confirmed that all cards were activated and funded. The declines occurred due to fraud protection measures triggered by certain activities. These declines were the result of ****************'s decision, and unfortunately, RPG is unable to offer any further details.

  RPG went directly to **************** customer service support and requested the details that were shared. These details were only shared due to proof of the BBB complaint field with RPG. RPG does not have viewing access to these details and this information was shared directly from the **************** support team. The customer needs to follow up directly with **************** customer service support as suggested in prior correspondences to obtain any additional information.  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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.

  RPG card services took my money and says the transactions were declined but my card company says they were successful

  

  Business Response

  Date: 08/29/2024

  Thank you for contacting RPG Card Services.
  After review of complaint ********, RPG can confirm any transactions that were unsuccessful and are listed on the cardholder's card are pending transactions only, and we ask to allow 7-10 business days for funds to release back to the credit card. The length of time it takes for a pending transaction to be released is strictly determined by the issuer (issuing bank) of the credit card. We do apologize that the cardholder was frustrated with their recent experience, but should they require additional customer service, they can reach out to our customer care team at ************. 

• Initial Complaint

  Date:07/12/2024

  Type:Order 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.

  Failed transactions should not result in pending charges. I made attempts to purchase a gift card, and am facing pending charges for an indefinite amount of time. **************** unavailable to help, and would prefer a message to maybe get back to you. Should be simple, if you cannot provide a service, do not collect payment information.

  

  Business Response

  Date: 07/26/2024

  Thank you for contacting RPG Card Services. A third-party gift card program management company. After review of ******************** complaint we can state that any possible purchase attempts may result in a pending transaction IF the transaction's payment method does not receive a successful authorization back from the issuing bank of the credit card used for payment. This is simply a pre-authorization call/review and ensuring the payment details are accurate and funds are available to complete the purchase. RPG has no control over the issuing bank's decisions and only has fraud prevention measures in place to avoid the risk of unauthorized purchases from taking place. After review of ******************** specific purchase attempts, we can confirm the issuing bank provided a declined response and we were unable to accept his form of payment. We do apologize **************** was unable to successfully complete his purchase, but any pending transaction funds would be released back to his account (the length of time for a transaction attempt to settle is determined by the credit card's issuing bank) since his purchase attempts were unsuccessful. 
  

• Initial Complaint

  Date:07/03/2024

  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 ordered two $100 gift cards from Hilton.com and they utilized RPG Card Services to process them for me. However, I never received them. I then called RPG multiple times and each time was told they would send the cards but never did. I want either my cards delivered or my money returned.

  

  Business Response

  Date: 07/18/2024

  Thank you for contacting RPG Card Services, a third party gift card distribution center. After a thorough review of **************** complaint, RPG can confirm we have previously been in contact with ************ and provided notification that the replacements and/or a refund he requested could not be completed because the gift cards in question have been redeemed. Due to cardholder privacy rights, RPG does not have access to redemption information. However, due to the escalation of opening a BBB complaint, we were able to obtain the month/year and state in which the gift cards were redeemed. Both gift cards were used back in March of '23 in ********. Should the customer feel these transactions were not authorized he may contact the brand's customer service team at ************ to obtain further details regarding the redemptions that took place.  

• Initial Complaint

  Date:05/03/2024

  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 am writing to express my dissatisfaction with my recent gift card purchase from your company. Despite payment, I have not received the tracking number for delivery. Despite multiple attempts to contact your company over the past month, including notes taken by representatives and promises of higher management contact, there has been no response or resolution. I kindly request immediate attention to this matter and prompt provision of the necessary information regarding my purchase. Thank you for your prompt action in resolving this issue.

  

  Business Response

  Date: 05/15/2024

  To Whom It May ******* -
  
  RPG Card Services has received and thoroughly reviewed BBB complaint ******** and has resolved this matter with the complainant directly. 
  
  RPG Card Services can confirm **************** had reached out to RPG customer service support prior and our agents were following up via email, but unfortunately our emails were being filtered and dropped into a spam folder of ********************. One of our agents did reach out via telephone and was able to fully resolve the issue. Despite our records showing a successful delivery of the complainant's original order, RPG issued out a replacement gift card via expediated ****** 2nd day) service to ensure **************** had his gift card time in time for his trip. The replacement order was successfully delivered and activated on Tuesday, 5/14. 
  
  If we can be of any additional assistance, Mr ******************* contact RPG customer service support at ************.

• Initial Complaint

  Date:02/26/2024

  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 used a reward card to try to purchase a Shell e-gift card. The purchase was rejected for whatever reason, but Shell has a pending hold on the card and I can't use the funds for something else. The hold has been pending for over 48 hours now. If I can't get the gift card, I want my funds released immediately.

  

  Business Response

  Date: 03/01/2024

  Thank you for contacting RPG Card Services.
  After review of complaint ******** RPG can confirm with 100% certainty that we did not capture funds. During our investigation it was found that the complainant attempted to purchase an eGift card and the transaction was declined. The transaction listed on the prepaid card is nothing more than a pending transaction, and we ask to allow up to 7-10 business days for funds to release back to the prepaid card. The length of time it takes for a pending transaction to be released is strictly determined by the issuer (issuing bank) of the prepaid card. RPG does not dictate nor has access to prepaid card hold times for failed transaction attempts. If the cardholder's funds are still not released, they will have to contact their prepaid card customer service team for further information and assistance.

• Initial Complaint

  Date:02/26/2024

  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.

  This company declined my purchase yet went ahead and charged my card for $20.00. They held my money pending for a total of 11 days. I called them they said the purchase was declined. I asked them if it was declined what right do they have charging me. They could not answer and they held on to my money for 11 days. This is criminal, how many people do they do this to? How much of people's money do they hold on to in pending status for nearly half a month and then make money off people's money they are fraudulently holding on to. If they do not intend to make a sale they should not charge. This is a fraudulent practice they are doing it's a scam, as u can not even dispute it with ur bank because it has not posted it remains in pending status I'm sure you can see the implications here. They stole my money for half a month before giving it back and caused me a lot of trouble. They owe me the money they stole and held as far as I'm concerned.

  

  Business Response

  Date: 03/01/2024

  Thank you for contacting RPG Card Services.
  After review of complaint ******** RPG can confirm with 100% certainty that we never captured nor held any funds of the complainant's. During our investigation it was found that the complainant attempted to purchase an eGift card and the transaction was declined. The transaction listed on the prepaid card was nothing more than a pending transaction, and we asked to allow up to 7-10 business days for funds to release back to the prepaid card. The length of time it takes for a pending transaction to be released is strictly determined by the issuer (issuing bank) of the prepaid card. RPG does not dictate nor has access to prepaid card hold times and regulations. We do apologize that the cardholder was frustrated, but this matter needed to be addressed with his prepaid card's customer service team. All these details have been previously provided to the complainant when speaking with RPG customer service prior. 

  Customer Answer

  Date: 03/11/2024

  Complaint: 21348192
  
  I am rejecting this response because: i would like to respond to this.  first of all the company contradicts themselves they said that they did not hold any money then they later state there was merely a pending transaction okay that's what holding money is and that's what I was talking about is them placing a pending transaction on someone's card when they're not doing any kind of sale so is it okay for companies who are not involved in any type of transaction or sales just go around and just start placing pending transactions on people's accounts holding their money would that be okay no of course not there is no valid reason for any company to be placing a pending transaction okay holding on to somebody's money unless they are doing a sale of something which they confirmed 100% or quote that they did not so therefore that is and illicit business practice and it needs to be stopped it's fraud they have found a loophole and a way to basically steal people's money hold on to it for half a month and then as long as they bring it back they think that's okay well that's not okay it's the same thing if it's physical I do not authorize someone to just come and take money out of my my wallet and as long as they are bring it back to me half month later that it's okay no that's not okay I need my money to be available to me at the time when I would like to use it so this company needs to be investigated and they need to be shut down like this this illicit business practice of placing pending transactions on people's accounts need to stop before we see other companies start to do this and he comes a huge problem I'm sure anyone with half a brain cell can see what the implications are here anyone who's been in banking nose that's one way Banks make money they have people's money that they're holding on to and they do things with that money to make money we invest in stuff so this company is thinking they're going to try and do something similar and that's not okay because I we do not have an agreement where we're allowing them to be holding on to our money for any set period of time none and they found a way to try and do this without a consumer's permission that's not okay and I'm going to file another complaint on this for the other matter and I'm going to get the card credit card company involved on this because they are placing the blame on them so in that case we need to allow them and opportunity to respond and see what they say cuz I spoke to them and that's not true what RPG is saying that they have no control over it's all on the card companies and no it's not the company that charged depending authorization has to release it so that is dictated 100% by them they are the ones who placed a pending charge on my account holding up the money and it stayed on there until they RPG initiated the release they're not going to try to put this on the credit card company and act like they have no no fault in this so I'm going to forward this to the credit card company so they can respond and I would like this to be included so we can everyone can be on the same page here and we can see what type of a shady company RPG is.  
  
  Sincerely,
  
  **************************;   

  

  Business Response

  Date: 03/22/2024

  As previously provided, RPG reviewed complaint ******** and can confirm with 100% certainty that funds were never captured and the transaction was only pending. During our investigation it was found that the complainant attempted to purchase an eGift card and the transaction was declined. The transaction listed on the prepaid card was nothing more than a pending transaction, and we asked to allow up to 7-10 business days for funds to release back to the prepaid card. The length of time it takes for a pending transaction to be released is strictly determined by the issuer (issuing bank) of the prepaid card. RPG does not dictate nor has access to the prepaid card hold times and regulations. We do apologize that the cardholder was frustrated, but this matter needed to be addressed with his prepaid card's customer service team. All these details have been previously provided to the complainant when speaking with RPG customer service.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair 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.

  purchased a shell gift card at a shell station in **********, ** and it has no value. tried to call and the manager said she is too busy. submitted dispute to shell and they said they could snail mail me a replacement card, but i need to use it asap and collecting my address is anothet identity theft tactic. an egift card to replace it or activating a replacement card asap would be reasonable.

  

  Business Response

  Date: 01/10/2024

  To Whom it May *******
  
  RPG Card Services is a third party gift card distribution center. This particular gift card was purchased directly from a ************* Station. While we understand the customers frustrations, this isolated event does not pertain to RPG Card Services or any order placed via our websites. RPG did reach out to *************************** and we were informed that the customer has already worked with the Shell dispute team and has received a replacement gift card. Since the customer worked directly with the Shell Dispute team, RPG does not have any access to review her case or any email exchanges that took place with Shell. During RPGs follow up with *************************** she expressed that she no longer wished to spend time on her customer service issue and that she has already received a replacement card. RPG did attempt assist in this matter, but if the customer would like to share additional details and information with us for further review, she may contact our customer care support team at ************ or rpg-****************** for assistance. Thank you. 

• Initial Complaint

  Date:11/25/2023

  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.

  On 11/23/23, I noticed one of my Wisley by ADP cards (where I receive my tips and paychecks from my job) had two $100 charges on them from RPG Card Services, which I had absolutely not authorized. I had never even heard of this company before these charges came out of my account. I immediately locked my card and got multiple more notifications after saying a purchase of ($25-150) has been declined due to current lock status. They were still going to allow whoever stole my card information to continue making unauthorized purchases. I tried calling RPG on the ************* number they have on their website to try to get these charges cancelled and refunded to my account and waited hours on hold, left multiple voicemails, sent an email, and got no response. I read a complaint on this exact BBB site where RPG claims to have high security against fraud and preventing unauthorized charges, but that couldnt be further from the truth. All they care about is making money and have no concern about taking stolen money, as long as it goes into their pockets. **************** is a disgrace along with the integrity of this scam of a company. Do better.

  

  Business Response

  Date: 12/05/2023

  Thank you for contacting RPG Card Services.Upon review of **************** notification RPG can provide the following details:

  RPG was alerted to this matter via email on Friday, 11/24 @ 8:40 pm. RPG responded the next business day, Monday, 11/27 @ 10:06 am.
  

  Upon a thorough investigation into what occurred it appears the complainants card and personal details were compromised as all transactions are ran across multiple levels of payment and fraud security tools. All payment details including billing address must be 100% match, which was true in this case and allowed two successful transactions to take place. Any attempts thereafter were stopped due to security safeguards in place.
  

  RPG immediately cancelled and fully refunded the two orders placed upon confirmation from complainant that unauthorized use had taken place. Communication and confirmations were provided to ************** via email.

  Please note, RPG direct customer service support is available M F, 8 am 5 pm CST via phone, email, and online chat support options. Callers are unable to sit on hold for lengthy periods of times as our system will provide our voicemail option after 10 minutes of waiting. Voicemails are checked multiple times a day, and all calls are returned within 1 business day.

  RPG takes security and customer service very seriously, and we fully understand the magnitude of a situation when unauthorized transactions take place. We are always readily available to assist in such matters during normal business hours. We sincerely apologize for the trouble and inconvenience that ************* experienced. If RPG can be of any further assistance, please let us know.