Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My providers debit card was lost with my pin someone used my card ********************** disputed the transactions but then denied the dispute the same day how was anything looked in when I never sent anything in and I just called the same day it was turned down I want my dispute reopened and looked into and I need my funds back on my card that was taken from me because the transaction's was unauthorized

  

  Business response

  06/28/2024

  We appreciate this opportunity to respond to ********************** concerns regarding her recent dispute.  Below is a summary of events and actions taken:
  
  On June 11, 2024, ******************** reached out to our customer service team to inform that her card had been lost.  She identified several transactions that she wished to dispute.  Two of the charges had already settled to her account while the remainder were still pending settlement.  A dispute was opened on the two settled charges and she was advised to call back once/if the pending charges settled to dispute those as well.
  
  On June 12, the claim for the two settled charges was reviewed.  Our investigator reviewed the claim and was able to determine that no error occurred based on various activity on the account.  The customer was notified of these findings via email.
  
  Also on June 12, ******************** contacted us to dispute the remaining charges that had now settled.  A dispute was opened and referred back to the agent who worked her original dispute.  The agent found the same concerns on these transactions and responded back to the cardholder as no error found.
  
  On 6/18, ******************** filed this complaint with the BBB.  Her request was sent back to the dispute team supervisors to re-examine the case for appeal.  The supervisor reviewed the case and determined that there was evidence to support an error was made.  Therefore, her appeal has been approved and she has received full credit for the items in dispute.  ($1693.50 posted to her account on June ***** expedited refund check will be sent to her.)
  
  We apologize for the inconvenience this caused and appreciate ********************** patience as we reviewed the case.  Please let us know if additional information is necessary.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There was four transactions that I did not do. As soon as I saw them on my account I called **********************. They refused to reimburse me the $210 robbery of my bank card. I called one of the companies that took my money just to find out it was an answering service of multiple companies and that somebody would give me a call back and of course that never happened its a scam company and the second company that took my money I was not able to get in touch with whatsoever. I have no idea who these companies are that took my money and I should not be held responsible for it. Unfortunately providers do not see it the same way for some odd reason I did everything they asked can you take care of the situation and even got a police report but still to no avail. Can you please help me with this situation I am desperate at this point

  Customer response

  05/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  yes I'm writing because I haven't got no provisional credit for my stolen card that was using at dispute on last time I disputed something I got the perversion credit in two days I really need my provers because they took all my money off my card and I have kids to feed my email address is *************************** i need my credit

  

  Business response

  05/07/2024

  We appreciate this opportunity to respond to ******************** concerns regarding his recent disputes. 
  
  On April 22, 2024, ******************** reached out to our customer service team to file multiple disputes.  At that time, he was advised that an investigation would be completed and that hed be eligible for Provisional Credit if the investigation was not completed within 20 days. 
  
  On April 23, 2024, the investigation was concluded and it was determined that no error occurred and no provisional credits were due.  ******************** was notified of these findings via email.
  
  At this time, this dispute is considered closed.  Please dont hesitate to let us know if additional information is needed.

*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. ↩