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:03/10/2025

  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.

  Back in February 24th i incurred four unautherized charges to my providers debit card.i have communicated with them for a week straight, and they are basically refusing to repay the charges back. I had one of them communicate with me, and have resolved that one, but there are 3 others. One is for $56.50, one is for $12.99 and one is for $7.99.they are now making me appeal these charges and i feel that is wrong. Even though i am disabled i try to keep my finances in well kept order. I have been with this debit card holder for about two and half years and have had no problems, then this one time i get four unautherised charges and they are treating me like a criminal. Also if i file the appeal they are going to take 90 days to refund if they choose to do that. It only took the criminals who stole my money 12 hours to take my money but they want to treat me like i am the criminal, it is very unfair. Is there anything else i can do.

  

  Business Response

  Date: 03/18/2025

  We appreciate the opportunity to respond to *** ****** concerns regarding recent disputes on her account.  Please find below a summary of events and current status:
  
  On February 28, 2025, ******** contacted our customer service team to file a dispute for ***************** App (for $12.99 charges billing between 10/28/24 and 2/25/25), and ******************* (for $7.49.)  She also claimed that a transaction from ******* PORTLAND for $100 should have only been $39.95. 
  
  On March 3, 2025, *** ****** dispute for the ****** charges was reviewed by an investigator.  Their examination found no errors and the customer was advised of this via email. 
  
  On March 7, 2025, *** ***** contacted our customer service team to inquire about the status of her disputes.  She was advised at this time that no error was found on the ****** charges and the ******* dispute was still being reviewed.  She was given instructions on how to appeal the resolution of the ****** dispute. 
  
  On March 14, 2025, a provisional credit of $60.05 ($100 less the $39.95 the customer said was authorized)  was posted to her account for the ******* Portland dispute.  This investigation is still ongoing and *** ***** will receive an email when a final resolution is complete.
  
  At this time, the ****** dispute is considered closed pending *** ***** appeal of the outcome, and the ******* dispute is still underway.
  
  Please let me know if any additional information is needed.

• Initial Complaint

  Date:02/12/2025

  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.

  I am so disappointed in this business. I have been a customer of ********************** card for a very long time. I had several fraud charges show up in my account from a weird game app that I had not done business with. I disputed the $88.00 charges that i.dodnt make to this company and it's the worst time for this kind of thing to happen since it's Bill paying time of the month and I now missing almost $100 from my account. Basically they sent me an email from their dispute department less than 24 hours after I filed dispute and they stated they have finished their investigation and found no error so I will not be getting my money back. I was so floored and disappointed in this because yes I was hacked or something because I am missing $88 and by the way I got nothing at all for that they just took _88 from my account and my bank won't give it back to me. Thank you now I will be behind on bills..

  

  Business Response

  Date: 02/20/2025

  We appreciate this opportunity to respond to *** ******* concerns regarding her recent dispute.  Please find attached a summary of events and current status:
  
  On February 3, 2025, *** ****** reached out to our customer service team to dispute several charges to ******.  She indicated that she had connected her card to ****** Pay, but was unfamiliar with the merchant.
  
  On February 4, 2025, *** ******* dispute was reviewed by an investigator and no error was found.  A notice was sent to the customer advising of such.
  
  Also on February 4, *** ****** reached out to customer service and requested information on how to appeal the dispute outcome.  This information was sent on February 5.  She also requested a copy of the documentation used to make this determination, and that information was sent to her on February 18. 
  
  At this time, the dispute is considered closed with no further actions necessary.  Please let me know if you need additional info.

• Initial Complaint

  Date:01/20/2025

  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.

  On January 1/17 I called your customer service and was told that my account was closed without my authorization this was a PRE-PAID CARD NOT A CREDIT CARD I have tried to ask the representitive if they can provide me an email or a customer service number to call this department as to why they closed my card I asked several times and they refused to provide me such an email the representitive kept repeating himself by saying "I'm sorry this is happening I would be frustrated myself" and never provided me the reasons why my account was closed and why they did it I am so tired of this kind of service Provders should be offically out of business they hire these people from foreign countries and they either don't speak english or they just don't want to tell you why they treat there customers like this I have had pre-paid cards before and I still have them and haven't had any problems with these companies I want Providers to apologize for here actions and to pay back EVERY DIME ON MY ACCOUNT OR I WILL TAKE LEGAL ACTION AGAINST THEM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 01/23/2025

  We appreciate this opportunity to respond to *** ***** concerns regarding the closure of her account.
  
  *** ***** Providers Card is owned by ***************** and managed by Propel.  As such, the account is subject to closure at any time in accordance with the cardholder agreement. 
  
  In this case, *** ***** account was reviewed by our internal Risk team and it was determined that she was not a fit for the program and did not meet our risk tolerances at this time.  Her account was closed on January 17, and an email was sent to the customer advising of such. 
  
  Later on January 17, *** **** reached out to our customer service team requesting more information about the closure.  She requested to speak to the risk team and was informed that they do not take incoming calls, but she could respond to the email she received with any questions.
  
  At this time *** ***** account is closed for further funding or spending as a result of the above concerns and that decision is final.  We wish her luck in finding a solution that better meets her needs.
  
  Please don't hesitate to let me know if additional info is needed.

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] if I wasn't "fit for the program" then why do you advertise on the "Providers App" and plus the card is ONLY a PRE-PAID CARD not a regular ********** were the company gives you a certain "Credit Amount" for the consumer to spend and pay the availabe balance and an extra free and I have not been informed about the "Terms And Condictions" thats offered for thsi particular card if this card was a real card then I wouldn't have applied for this card considering it was a pre-paid card I also want to say that I will tell all of my friends not to apply for this card due to the fact that your company considers "certain people with certian incomes" and for those that are struggling like myself you certain have no regard for those that have to live off of "limited means" so you can take your company and SHOVE IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  

  Business Response

  Date: 01/28/2025

  Anyone who uses the Propel app is eligible to apply for the Providers Card.  ************* applied for the card, she agreed to the terms and conditions, and was provided with a link to review the cardholder agreement.  This agreement is also available at all times on the Propel app and website.  Again, it sounds like *** **** agrees that she would be better served by a different product.

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It sounds to me that YOUR CONFUSED by you saying this "Again, it sounds like *** **** agrees that she would be better served by a different product" I do not agree whatsoever because your So- Called " Terms And Conditions" I have to say again that YOUR COMPANY NEVER GAVE ANY ANSWERS REGARDING YOUR TERMS AND CONDITIONS AGAIN YOUR CARD IS A PRE PAID CARD NOT A REGULAR CREDIT CARD SO IT SOUNDS TO ME YOUR THE ONE THATS CONFUSED 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

• 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.

  This is about the Providers App. They have receding began allowing users to take surveys within their app and get paid for taking those surveys. Great concept only its all very scammy. More often then not the surveys are twice as long as they claim to be and they wait until the last question to disqualify you so they do not have to pay you. Also the price they claim to pay at the beginning of the survey is never the price you actually get if you're lucky enough to get paid at all. On more than one occasion, I've spent over 40 minutes taking a survey just to be told once I am finished that it appears I've already completed the survey. (Not true) and then no payment. Or it will claim technical issues, or the survey will wait until you've finished and then tell you to look for your benefit in the next few days, and it never comes. I can only imagine Providers is getting some sort of kick back for these surveys. So it's bogus. People who use the app are already low income, and get food support benefits. So it appears like their very much trying to take advantage of low income folks who are desperate to earn a few dollars. Only people are putting in the work by taking the surveys just to not be paid. I know I've personally been fooled for $12.82 because I have kept track. Also there is no one to contact regarding any of it because once finished you're closed out of the screen and have no idea who survey even came from. Some surveys leave tracking cookies on devices. Good concept. TERRIBLE execution. And I think they need to do something about it. People just like me are leaving videos about it all over social media.

  

  Business Response

  Date: 08/21/2024

  We appreciate this opportunity to respond to ******************** experiences with the Survey feature on the Providers App.
  
  First, I want to express gratitude to ****************** for using the feature and providing us valuable feedback.  That feedback has been shared with the team who manages this feature and will be considered for future enhancements.
  
  Im sorry to hear her experience with the surveys has been frustrating!  We can see that ****************** has been an active participant on the feature.  Unfortunately, its not always possible to know if the survey contents will be applicable to each respondent until some questions have been answered.  This sometimes results in a survey not being completed due to disqualification or lack of applicability to the respondent.  However, when that happens, customers will still receive partial payment for their participation.  I reviewed ******************** statement (attached)and can see consistent payouts for each survey she participated in since June,with the latest date being August 19.  Payout amounts vary depending on how far she was able to get through a survey before either completing or being disqualified. 
  
  Surveys change frequently and are provided by third party partners, so user experiences may vary depending on the survey.  In addition, at the end of each survey, an option is provided to report any broken surveys, and the *** provides contact information for our customer support team to report any issues with the process. 
  
  Once again, we apologize for this frustrating experience and hope ****************** will continue to participate in surveys and provide her feedback.

• Initial Complaint

  Date:08/06/2024

  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.

  Providers.Com has refused dispute claims from **** eats while they overcharged my account for the services that they did not provide!!! do not use this service since they failed to dispute fraudulent charges on my account! I will be reporting this company to FTC as well! for bogus business practices!!!

  

  Business Response

  Date: 08/15/2024

  We appreciate this opportunity to respond to *** ********* concerns regarding his recent dispute.  Please find attached a chronological summary of events and resolutions:
  
  On August 1, the cardholder contacted our customer service department to dispute several **** related charges.  A confirmation email was sent to him indicating next steps.  (See Exhibit 1.)
  
  On August 2, the case was assigned to an investigator who reviewed the dispute.  It was determined that the charges were valid and no error was found.  The customer was notified of this outcome via email. (See Exhibit 2.)
  
  Later on August 2, the cardholder responded to the email indicating he would file a claim with the FTC.  (See Exhibit 3.)  On August 5, a response was sent to him indicating his options for appealing the dispute resolution.  (See Exhibit 4.)
  
  The cardholder responded back indicating he would not be pursuing an appeal, but would file with the FTC.  (See Exhibit 5.) 
  
  At this time, the matter is considered closed and resolved.  Please let us know if additional information is required.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I'm rejecting their all fake investigations! and resolutions! this company does not protect their customers from fraudulent transactions. their responses makes no sense and are robotic. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 08/15/2024

  We are sorry to hear that *** ********* is unhappy with the results of his dispute.  As mentioned in the prior response, he was given an opportunity to have the investigation re-reviewed if he has additional information to share.  Otherwise, the matter was investigated and results have been communicated. 

• Initial Complaint

  Date:07/30/2024

  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.

  My card was lost and my pin ********************** sent me out a new card and also disputed transactions I did not recognize but denied my dispute and I can't get in touch with anybody my money is just gone and I can afford to take a loss like this I have bills and kids I would like my dispute opened back up and help me get my money back.

  

  Business Response

  Date: 08/08/2024

  We appreciate this opportunity to respond to *** ****** concern regarding his recent dispute.  Please find below a chronological summary of events and resolutions:
  
  On July 19, the cardholder contacted our customer service department to file a dispute.  He claimed he lost his card.  A dispute was filed and the customer was sent a confirmation.  (See Exhibit 1.)
  
  On July 22, the dispute was reviewed by an investigator who determined the transactions were legitimate and no error was found.  The customer was notified of these findings via email.  (See Exhibit 2.)
  
  On August 6, the customer reached out to customer service to inquire about the status of their dispute.  They were advised that no error was found and advised customer on their options for appealing the decision.  A follow-up email was sent to them.  (See Exhibit 3.)
  
  At this time, the customer has not responded with additional documents to support an appeal.  If he is interested in doing so, he is encouraged to respond to the email above. 
  
  This matter is considered closed.  Please let me know if more information is needed.

• 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 am disabled and my social security back pay was deposited on a providers debit. I now need immediate access to withdraw a large sum of the money. No one is returning my calls or emails to give me information on how to withdrawal a large sum. This is unacceptable to hold my money and no way to get it. Please help!

  

  Business Response

  Date: 07/11/2024

  We appreciate this opportunity to respond to *** ******* concerns regarding her recent request to withdraw funds from her account.  Please find below a summary of events and resolutions:
  
  On July 1,**************** reached out to our customer service team indicating that she needed to make a large withdrawal.  She was advised of ATM and cash withdrawal limits.  She indicated she wasnt sure what to do, so the agent offered to have a supervisor call her back.
  
  On July 3,a supervisor followed-up with ****************.  It was decided that the best solution was to have a check cut and expedited to her home.  She was advised that there may be a delay because of the holiday.
  
  The check was cut and sent via ***** on July 10 to *** ******* address and is expected to arrive on Friday July 12. 
  Please let us know if additional information is required.

• Initial Complaint

  Date:07/01/2024

  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.

  On June 25th there was ****** deposited in my account with ********************** from social security. Right after the deposit. Providers closed my account so I couldn't get my money I have bills to pay and lost everything in my storage because they held my money. No reason why. Don't know where my money is. Just would like to get my ****** back from them

  

  Business Response

  Date: 07/08/2024

  We appreciate this opportunity to respond to *** ******* concerns regarding the recent closure of her account.  Please find a summary of events below:
  
  On June 17, the account was temporarily suspended due to suspicious activity.  An email was sent to the customer requesting that they contact us to validate information. 
  
  On June 25, the customer contacted support regarding the account.  They were advised of the suspension and the email and asked to reply to the email with the requested documentation.  A response was received and reviewed by our risk department.  It was determined that the account had indications of compromise and the customer was emailed instructions on how to relink their account to a new email address.  She was advised that this would need to be completed in order to restore access to her account. 
  
  The customer failed to complete these steps, even though attempts were made to assist her.  It was then determined that she was no longer a match for our banking product and the account was permanently closed.  A check for her remaining balance was sent to the address on file on June 26.
  
  Please let us know if additional information is needed.

• Initial Complaint

  Date:06/28/2024

  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.

  I have used the providers debit card for my payroll deposits for a while and not once had any issue, I always receive my paycheck on my card the night before my payday around 9pm. But here today is and it is my official pay date, I still do not have my paycheck, my payroll provider says it was sent to my account on Wednesday (2 days ago) and customer service is still telling me they have not received my deposit which is clearly not true. I've had my paystub since Wednesday with all of the correct account information still with no paycheck. I will be switching my direct deposits as this is absolutely ridiculous. People can't just wait days for their pay when it's supposed to be there on a certain day and it's not.

  

  Business Response

  Date: 07/11/2024

  We appreciate this opportunity to respond to ************************** regarding their recent deposit.  Please find below a summary of events and current status:
  
  On Friday, June 28, Providers Card was notified by our partner,****** Bank, that several ACH files containing credits (deposits) and debits (payments) were processed incorrectly.  This resulted in an error causing many customers deposits to be returned to the sender or delayed in posting.
  
  *********************** deposit of $1107.78 from Genesis ******* is confirmed to have been part of that error.  The deposit was delayed but posted on July 2.  An additional credit of $100 was applied to the account to help cover any late fees, etc, that *** have resulted from the delay.
  
  We have worked closely with ****** Bank to address this error and deeply regret the impact it had on ****** and other customers.  Please let us know if additional information is needed.

• Initial Complaint

  Date:06/25/2024

  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.

  they have closed my debit card 2 months ago! and suppose to mail me a new one! i waited till end of the may! card was never mailed to me! I reordered card again and it was not shiped again! customer service is useless! ******* answering the support phone does not speak english at all and does not understand life conversations!!! they are so horrible at support that I have no other choice, but to file a complain!!!

  

  Business Response

  Date: 07/03/2024

  We appreciate this opportunity to respond to *** ***************** regarding his recent requests for a new card.  Please see a summary of events below:
  
  On May 7, the cardholder reported their card lost through the Providers App and requested a new card sent.  Typically it takes about ***** days for a new card to arrive.
  
  On May 30, the cardholder reported this new card lost through the Providers App and requested a new card sent.  It would take another ***** days for this new card to arrive.
  
  On June 24, the cardholder contacted us via phone to report that they still had not received a new card.  A third card was embossed and sent to the cardholder via expedited delivery (which takes about 3-5 business days.)  The tracking number for this delivery was ************ and it was sent by Fedex.  The tracking number shows it was delivered on 6/27 at 3:08PM.
  
  Were sorry to hear that ********************** had difficulty receiving his card.  Please let us know if more information is required.