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:02/26/2025

  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.

  Business removed funds from gift card for inactivity. As the card was misplaced for an extended time. Upon contact I was informed that after 1 year they remove $5 per month and then close the account. When I informed them that Idaho law prohibits this, I was informed that there were agreed terms when the card was purchased. In the terms it says "Except where prohibited by law". They simply emphasized the terms and conditions and refused to acknowledge the legal conditions. In the end they refused to reinstate funds or replace the card.

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 travel card was charged ****** for items that I did not purchase. I have called in on several occasions to discuss the unauthorized charges only to hear that their investigation determined that the charges are valid. I live in ******* and the charges was made or sent to *******. The ** Money charged an additional $5.00 for calling the customer service line and then another $5.00 for a card replacement. They charged another $5.00 for a replacement card that I never received and the card wasn't activated. Basically they are saying that I am out $300.00 dealing with this company that I had to put money on. The card is a prepaid card that I put money on to use as a charge card to protect my checking account only for the ** Money to not investigate the charges correctly. In my opinion ** Money is not worth the hassle.

  Business Response

  Date: 11/27/2024

  Hello *******, I have informed the CUMONEY fraud team for further review on your dispute. Notes will be added to your account once reviewed again.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22558099
  
  I am rejecting this response because: The issues have not been resolved yet.  I have attached the files that I was requested by my personal credit union. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/16/2024

  We requested a letter because there was a discrepancy on what Mr. ***** was disputing.
  The merchant transactions he was disputing had been done previously and were tagged as recurring transactions. The other transactions were validated using the CVV2 which indicates the card is in possession.
  
  Not all the transactions from these merchants were being disputed. We requested a letter from Mr. ***** to validate the transactions in writing.
  We have received his written documentation and will be reimbursing him for the transactions he is disputing for fraud and the fees he incurred inquiring about the dispute.
  
  The total of $315.91 will be added to his prepaid card.

  Customer Answer

  Date: 12/17/2024

   
  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,
  
  ******* *****

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22558099
  
  I am rejecting this response because: 

  I had accepted a settlement amount, to close a dispute with my credit card in December.  As of today, January 17, 2025, there has been no credit on my account. I would like to reopen my case, since there is no credit applied to my account.

  
  

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

• Initial Complaint

  Date:11/04/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  For months I have tried to use my card by calling customer service and going online. It says card is activated I need to put in username I say I dont have one I add one it says card inactivated. My parents are elderly and in good faith they bought these gift cards for Christmas presents last year and bought them early so they could give personally. I finally got ahold of yet another customer service *** to find out they depleted my account because I havent used it. Mind you I have tried for months and called and they wouldnt tell me balance until I told them what initial balance was. This is ridiculous, my card expires on 09/28 gift cards are NOT suppose to expire. I would like my $100 put back on immediately.

  Business Response

  Date: 11/27/2024

  We were unable to locate an account with your name or phone number. Would you please send us your card number or call the customer service line for a refund? 

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22514178
  
  I am rejecting this response because:
  
  I tried contacting **************** they wont do anything. I tried a few times they do not care I have a BBB complaint and was told to contact them.  Its a vicious cycle.  Here is all the information they should need since this was what I gave **************** stating I did not activate this nor could they provide proof.

  My parents ****** and ********* ****** bought card from their credit union Oklahoma Central this is why my name as previous stated was not connected. My name is ***** ****** they live in ******** I live in *****. They are older and thought this was a safe option.  It was not.

  Card number to have $100 loaded ****************

  ex 09/28

  CCV 789 

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

• Initial Complaint

  Date:10/02/2024

  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 was gifted a $150 CUMONEY gift card for my wedding. I used the card 07/2022 - 11/2022. According to under New Jersey state law (NJ Rev **** 56:8-110), it is illegal to charge inactivity fees on gift cards before 24 months of the last use and after 24 months, any dormancy fee may not exceed $2. CUMONEY began charging me a monthly $5 inactive card fee since 01/01/24. I didn't realize until 9/9/24, which is when I put in an initial complaint via customer service. I called again on 9/26/24 and was told they declined my fee refund request because the card was purchased in ******** which allows the fees. I informed them that it was purchased as a gift card and I am the gift recipient, a NJ resident and have only used the card in **, where their fees are illegal. **************** said they would enter another request. I called again on 10/02/24, and was informed that there was no resolution. I again explained the situation and their illegal behavior. They entered another escalated dispute. The fees have amounted to $50 as on 10/01/24. 

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was given this card as a gift for my baby shower along with a few others. As with most new parents I put the cards to the side and did not think to check for an expiration as I knew I would eventually use it. Here I am pregnant with my 2nd kid and laid off from my job after 10+ years only to find out that my giftors hard earned money was in fact taken by this company due to their deceptive practice that allows them to charge you an inactivity fee which now resulted in my balance as being zero. I must have received about eight different gift cards and none of them have those terms and conditions. I feel that this is incredibly deceptive and horrendous that they can create some awful rule about taking peoples hard earned money. This should be illegal to sell a prepaid card and charge a fee. I really want the fees reversed and the money restored to my card.

  Business Response

  Date: 08/20/2024

  Please provide the gift card number in order for us to refund the inactivity fees. Thank you!

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22155068
  
  I am rejecting this response because: The company is now telling me (today via phone call) that since the card has been closed by their own doing not mine, for 6 months, they cannot reverse the fees. The company responded to the BBB saying for me to provide them with the gift card number and they would reverse the fees. I am getting two different responses now from the company. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/02/2024

  Hello, we would gladly reverse the inactivity fees. Can you provide the gift card number?

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22155068
  
  I am rejecting this response because:
  Hello, complaint has not been resolved and I would like to update status to reject business response. In the several times I had called the business letting them know what their response was to the BBB, they never failed to tell me that there was nothing that they could do to reverse the fees because the card had already been closed for at least six months, even though I never requested that they close the card. I am truly disappointed that its legal for a business to charge these inactivity fees and take advantage of people all because someone might hang onto gift card for a little bit longer than others. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  Ordered a new card back in May, never received it. Called CUMONEY the beginning of July and I finally received card at the end of July. Couldnt activate the card, went to my personal back who had issued and had CUMONEY card sent to me back in October of 2022 to help get my card activated. Im unable to get into my account through mobile app & online. Had $30 loaded on the anytime spend card that a friend let me borrow $10 plus my last $20 out of my own bank account to load and all I get is were sorry **** and we have nothing to do with the mobile app or online. I have been charged up to $10 off my card as of today 8/11/2024. Which I just learned 2 days prior that they charge me $.50 every time I call to get the issue taken care of. But my balance was at $25 on that day. Now its $20 today. I was instructed to spend the money off the card because the money I deposited was on the card. So when I made a purchase the first day I loaded it & today my card purchases has been declined 3xs. But its my money to spend. But theyre charging me so I cant spend it. And to think my ************ is connected to the scamming team of people. Its unfortunate that companies are out here scamming people and their banks for such a small price. Yet, God dont like ugly. They will get what they deserve in the end. Just like cash app thats going through a settlement now. This company will be next and go bankrupt. Plus I had $24 that was on my account when I suspended the card back in May of 2024 as well.do to fraudulent transactions. I wonder what happened to that money they was supposed to return or add back to my account.

  Business Response

  Date: 08/26/2024

  Can you please provide a card number in order to refund the correct card?

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair 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.

  CUMONEY stole the money of four debit cards totaling $105. We did not activate the cards. They are gift cards. When we tried to use them, they claim that the cards have zero balance due to inactivity.

  Business Response

  Date: 08/20/2024

  Please provide the gift card number in order for us to reverse the inactivity fees. Thank you!

• Initial Complaint

  Date:08/01/2024

  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.

  I received a cumoney gift card in the amount of $25. I went to use it today 08-01-2024 and was told there is $0 on it. Over the last 5 months April 1st through today) they charged me $5 a month in inactivity fee for not using my card, despite the expiration date not being until November 2028. This is unconscionable, given the limited disclosures and expiration date shown on the front of the card.

  Business Response

  Date: 08/12/2024

  Funds have been restored

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service 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.

  I have called in and also emailed executives of Envisant, the company that manages CUMoney. I have 6 gift cards that were given to me as an employee gift that have been depleted all of funds simply for inactivity. I did not realize that they deducted funds monthly after 12 months, and this, to me, is a scam. These were prepaid gift cards that I now have no access to use because the company took fees to account for their entire amount. I have officially requested and provided all cards numbers to supervisors and still have not have these gift cards restored to their original amount so that I can use them. Please correct this immediately before I seek legal action.

  Business Response

  Date: 07/09/2024

  Please provide card numbers to review accounts. We will reverse the fees.

• Initial Complaint

  Date:05/25/2024

  Type:Order 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 got a 50 debit gift card from www.cumoney.com/gift and I have zero balance. Several hundred employees that I work with received gift cards during the holiday season with cumoney. I haven't used the card. I called the number on the card and was not able to talk to any one in supervision. There is zero balance even though the expiration date is on the card 04/29. They said that after no activity on the card they deduct $5 per month on the card. Nowhere on the card does it state this. I find this very misleading and deceiving. I was unable to be transferred to supervision when contacting the 800 number. Please refund my gift card.