ComplaintsforProviders

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Been trying to get my money back from an *** error for 2 weeks . 7-11 FCTI *** did not dispense my funds, I called the number on the *** and was told the pending amount would be returned which is was not. I contacted providers trying to file a dispute and their phone lines are always down. 14 days is a long time without my funds and I have been a providers customers going on 3 years now . I just want my money returned to my account (400$) and that *** serviced for errors .

  

  Business response

  05/02/2024

  
  We appreciate this opportunity to respond to *** ******* concern.  Please find below a summary of the event and current status:
  
  On April 24, 2024, **************** reached out to our customer service team to advise that he had attempted to withdraw funds from an ATM but the money was not dispensed.  A dispute claim was filed and **************** was sent a confirmation email indicating that an investigation was taking place and that he should expect a response no later than May 8. 
  
  At this time, the investigation is continuing.  *************** will be contacted on or before May 8 with an update on the status of his dispute. 
  
  Please let us know if we can add any additional information.

  Customer response

  05/02/2024

  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

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Providers debt card was used without my permission I had $7 in it to pay for my inhaler Providers wouldn't do anything about it and I'm not waiting 3 weeks to get my money back when I'm having trouble breathing I will *** them and the person who used my card

  

  Business response

  04/10/2024

  We appreciate this opportunity to respond to ******************** concerns regarding a recent transaction.  Please find below a summary of the events:
  
  On April 3, ******************** reached out to our customer service team concerning a pending transaction of $7.12.  He indicated that this transaction was unauthorized.  He was advised at this time that the transaction was still pending and that he could dispute the transaction if the merchant settled.  He was unhappy with this outcome and requested to speak to a supervisor.  The supervisor reiterated that the transaction had not yet settled, and suggested he call back if it did so it could be disputed.
  
  On April 5, ******************** reached out again.  By this time the transaction had settled and a dispute was filed.  A permanent credit was issued to his account for $7.12.
  
  It appears this matter has been resolved.  Please dont hesitate to let us know if more information is needed.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was short of money couldn't figure it out look at my Bank Statements that is email to me I had already had problems with them with Bank Fees again that matter was not resolved with the Fees and **************** was really disrespectful so at end of the day $3.50 of fees was good enough for Providers moving on to the other Problem again **************** was again disrespectful to me I had to call approximately 3/4 times to try and resolve the matter the last call with the **************** a Dispute Form when I said I'm going to Contact the BBB and NAACP and News because the way I was treated I waited Patiently and I had to call back again I feel like if this was someone else this matter would have been resolved since I don't fit the right ethnic profile description that's why I was treated so disrespectful with Providers and it's not right so I'm looking for this to be resolved Thank You

  

  Business response

  04/02/2024

  We appreciate this opportunity to respond to *** ************ concerns.
  
  On February 26 and 27, ************************** reached out to our customer service team concerning recent fees for *** use.  She was informed at that time the *** she had been using was an out of network *** and subject to a fee.  A supervisor responded and she was provided with instructions on how to identify in-network ***s via the app.  ************************** claimed that she was using an in-network *** and sent a screenshot of the location from the app, but the transactions indicate she was actually at a different, out-of-network ***.
  
  Were sorry to hear that ************************** feels she was treated poorly.  Its important that all customers be treated with respect.  We will refer the call to our quality team for review and, if necessary, coaching will be provided to the agents.
  
  Please let us know if more information is necessary.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I been trying to get my account unlocked I'm the consumer and I have no right to get my account unlocked or make a new account are they seriously doing this why if so I have never made a account someone made one in my name fraud check and security freeze has been applied for I have been told I will receive a call to get back in my account but no one calls or cares not even a email back

  

  Business response

  02/07/2024

  We appreciate the opportunity to respond to ************** concerns.  
  We were able to determine that the customer was unable to login to their state EBT account, which cannot be done via the Providers App.  Our customer service agent responded to the customer with instructions on how to reset their credentials on their state EBT portal.  
  If additional information is needed, please let us know!

  Customer response

  02/08/2024

  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:

  [Your Answer Here]

   I still am having trouble with getting my email address changed and updated please help I did follow the instructions giving but I didn't know the email on file was also not a email I have any more so when I tried to reset it sent email to a email address I no longer have or even know what is to say please change email on file I did get my address and phone number updated though thank you just need a little more support with getting the email address updated to finish up and be happy sorry any inconveniences this may bring u all

   

   

   

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

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

  

  Business response

  02/15/2024

  As stated in our previous reply, this issue pertains to the customer's login credentials for their online *** portal, which isn't controlled by the Providers app. We are unable to make any changes or updates to it.The customer response mentioned they followed the instructions we provided, which pointed them to the *** portal's support team, and were able to update parts of personal info associated to their account like address and phone number. They should contact the same team in order to update their email and regain access to their account.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my first step, next is Internet crime report and then police. But Providers card account number ************ refused to abide by their terms conditions pending lawsuit most likely , they refused to investigate fraudulent criminal activity (my phone was stolen and fraudulent transactions were made) I contacted the merchant and they told me to contact the bank and I did my research and found out providers didnt even spend a second trying to recover my fraudulent funds they didnt try a chargeback they did nothing they just judge me and said these are your transacations with 0 proof, all because the transacation had my name on it and occurred multiple times its automatically a denied fraud claim. Its fine tho they think $500 is something Id take lightly but Ill make sure I get my money back or company shut down,

  

  Business response

  02/12/2024

  We appreciate this opportunity to respond to **************** regarding his recent disputes.
  
  **************** initiated multiple dispute claims for transactions on his Providers Card on 12/22/23, 1/21/24, 1/25/24, 1/26/24,1/29/24 and 1/30/24.  Each of these disputes was confirmed via email with the customer. 
  
  **************** received credits for several of his disputes,while others were decisioned as no error.  He is encouraged to review the various emails that have been sent to him regarding his disputes.  He has been made aware of outcomes and decisions and has been provided the instructions for requesting more info regarding the disputes that were found as no error. 
  
  *** ******* account has also been reviewed internally and was closed as he no longer meets our risk appetite.  No further replacement cards will be issued. He has been reimbursed for any credits that were due him via paper check.  We wish him well in finding a banking solution better suited to him.

  Customer response

  02/15/2024

  Better Business Bureau:

  i coontacted the business on 2/15/2024 because they sent me  a non valid check i went to 5 **** of america branches until i decided to give up and call them so i was told i would get a phone call (was told at at 5:49pm mtn time) whether i will get an expedite check because of this issue and the customer service representative never responded back but now i demand for a new check reissued expeditiously theres an obvious cut in the check no **** will process it they rely on this machine  
  
  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]

   

   

   

   

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

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

  

  Business response

  03/11/2024

  We appreciate the opportunity to respond to ******************** follow-up concerns.

  We are sorry to hear **************** had difficulty depositing his refund check.  Our records indicate he did reach out to our customer service department regarding this issue and requested a replacement check.  We show that a response was sent to **************** on 2/21/24 indicating a replacement check could not be sent because his original check had been able to be successfully deposited. 

  Please let us know if there are additional questions.
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with providers for awhile. I had two legit disputes that was given credit and they just randomly closed my account for some reason. It doesn't make any sense but now my money is gone and on hold because of this. It is ridiculous they did not give a reason but I am assuming it is because of just those 2 disputes so you cannot dispute a transaction with them otherwise your account will be closed.??? Disputed nothing but 2 charges so that is crazy.

  

  Business response

  12/15/2023

  We appreciate this opportunity to address *** ******** complaint.  Please find below our response:
  On December 11, 2023, *** ******** account was reviewed by our risk team and it was determined that the account no longer met the risk appetite of this program.  Her account was closed and she was notified in writing of the decision on the same day. We understand that this was not the outcome ****************** was hoping for, and we wish her luck in finding a better solution for her needs.  Please note that the account closure in no way impacts the investigation and resolution of any disputes she may file.
  Please let us know if more information is needed.

  Customer response

  12/18/2023

  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:

  The decision doesn't make any sense to randomly look over my account after I have opned to disputes and they do not include an actual reason. A risk because I have opened two disputes against a company. They're not just going to randomly review my account. That doesn't make absolutely no sense. 

   

   

   

   

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

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

  

  Business response

  01/03/2024

  There is no change in our response; ********************** account was closed in response to a review by our risk team.  Providers reserves the right to close accounts that do not align with our risk tolerance.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 3rd 2023.$920 Of My EBT Benefits Have Been Stolen Within ************************************* Using My Card. August 3rd 2023 $880 Of My Benefits Have Been Stolen within Hours Of Being ******* ********** Using This App. I Have 3 Children, And I Want All My Money Back. Asap.

  

  Business response

  12/06/2023

  We appreciate this opportunity to respond to ******************** concerns regarding theft of his benefits.  Please find below our response as well as a copy of the communication sent to the customer.
  
  On December 3, 2023, ****************** reached out to Providers via email to advise unauthorized activity had taken place on his EBT card. 
  
  On December 4, 2023 we responded to his email (attached) and advised ****************** on how to report this information to the appropriate entity (********** EBT.)  We have not received additional communication from ****************** as of this date. 
  
  We trust this resolves his concern, but please dont hesitate to let us know if you need more info.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Terrible bank I used them off and on for a year or two they closed my account for filing valid dispute and allowed merchant to keep my money I had multiple short term disability deposits from supplemental insurance to go this account they closed my account on September ******* leaving me in a financial bind and having to **** items to pay a very important bill ... I had to Subject myself to verbal mental and emotional abuse to receive the other money or I would have lost my storage unit .I didn't care about the account being closed all I wanted to to was get my money back from the merchant they allowed to keep my money on am out of work due to injuries and have no income . On November 10,2023 I talked to a representative about money going into this account and not being returned that caused additional financial hardships the representative found a balance of $520.00 in the alleged closed account she said she would expedite the refund I told her an additional $200.00 was sent November 7,2023 she claimed it wad returned I was on the phone for an hour the company still has not received the fund back I emailed the representative three times she never responded back I told her I need my bank statements for the history of the account because this is the only account I was using for banking deposits and reloads and i needed tracking number for the expedite check no response...this bank has cause unbelievable financial hardships and stress due to their business practices and the way I wad treated for disputes because I wanted my money back .I called on November 13,2023 the person told me the account was closed I have no balance and when I explained tye previous call and email she then said it take ***** days to get the money that went into this account this is unacceptable business practices and I hope something is done regarding how they treat customers there's not proof the $200.00 was returned and I want my money the full $720.00

  

  Business response

  11/17/2023

  We appreciate this opportunity to respond to *** ****** concerns regarding the recent disputes and closure of his account.  Please find below a summary of events and resolutions for this situation:
  During the time period of July 13, 2023 and September 1, 2023, ************** filed a series of dispute claims against various food and grocery delivery services for a variety of reasons ranging to unsatisfactory food quality and lack of delivery.  Each of these disputes was investigated and declined with evidence from the merchants to support the legitimacy of the charges. 
  On September 11, *** ****** account was reviewed by our internal risk team and determined to not be a fit for his banking needs.  His account was closed and he was notified via email on September 11 and was advised that his remaining balance of $503.52 would be sent to him via a check.  He was also advised at this time to redirect any scheduled direct deposits elsewhere.
  On September 19, a direct deposit of $200 was sent to the closed account, followed by two more for $120 and $200 on November 1.  On November 9 another direct deposit was attempted for $200 but was rejected back to the sender as the account was now closed and no longer accepting direct deposits.      
  On November 10, the customer reached out to our customer service team to claim the $520 deposits sitting on his closed account.  A check was cut and sent to the customer to zero out his remaining balance.  He requested confirmation and bank statements and this information was provided on November 16, showing that the check had been delivered on November 15.
  Please dont hesitate to let us know if we can provide more color.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I have been receiving direct deposit almost every month, I receive my deposit five days early The only problem with that is it posed at random times. So instead of posting at 12 oclock midnight like a bank a post at random times during the day and I absolutely hate that my most recent issue with provider I was supposed to receive my direct deposit at the earliest August 25 and August 25 came no deposit deposits do not post on weekends Saturdays and Sundays so I was expecting to get my deposit at least on the 28th since I didnt get it on the 25th it is now 7:15 PM August 28 most likely because it has not posted all day today. It will not post. My effective date is usually the third, but because the third is Sunday that makes the effective date the first which Friday just like the *** deposits. I was told by customer service that. Today August 28 *** deposits have already posted and because the third falls on a Sunday for September both *** and SSDI deposits effective date is on the first so I dont understand why provider is holding my deposit. I have no food to eat, and lights will be turned off but of course provider dont care I will be filing several complaints. I will be filing a complaint with FDIC. Federal *********************************** and Consumer affairs I can never understand why these prepaid card providers post at random times and on random days but with banks, you know exactly what day and what time you know your deposit is going to post at 12 oclock midnight a.m. in the morning, but with prepaid card providers like provider deposits always post at random times so you dont know when it will post I was told by a supervisor that provider cannot post deposits early every month on a exact date and time I do not believe that it is 2023. You mean to tell me with all this technology they cant make deposits post five days early on the same exact day every month and at 12 oclock midnight. Maybe they should update their technology. Its 2023

  

  Business response

  09/07/2023

  We appreciate the opportunity to respond to *** ****** concerns.  Below, please find a summary of events surrounding this matter as well as a final resolution.
  
  On 08/28/2023, the cardholder contacted our customer service twice by phone to inquire about SSI and SSDI deposits. During the first call, the account was not validated, so the cardholder was given general information regarding deposits.The cardholder was advised that not all deposits had been received yet but once we received it, we would post the deposit to their account. During the second call, when asked to validate the account the cardholder claimed that they would be contacting BBB, FDIC, etc. regarding the deposit. After validating the account, the cardholder was advised that their deposit was not yet received and the cardholder wanted funds to be posted because they were hungry. The cardholder was advised that we predicted to receive SSDI deposits that day,however sometimes deposits can arrive less than 5 days early. The date provided is only a prediction and doesnt guarantee that funds will be posted early. We receive deposits from the *** and post them as soon as they are received to the account and are unable to post funds to the account that we have not yet received. 
  
  After the second call was completed the interaction was sent to a supervisor for review since the customer was very concerned. On 8/29/2023, the supervisor reviewed the interaction and found that the cardholder was given correct information regarding predicted dates for *** deposits. The supervisor sent the cardholder an email to advise that the dates are only predictions and other variables could affect when deposits are received. We do not have specific times for when deposits are received and it was reiterated that the deposit would be posted as soon as it was received from the *** to the account and this is not something we can control. 
  
  Also on 8/29/2023, the cardholder contacted our customer service two additional times regarding the deposit. They were advised that deposits had not been received yet, however, once we receive the deposit, it would be posted to the account.At 09:26:50 on 8/29/2023 the deposit was posted to the cardholders account and the cardholder has been able to successfully transact.
  
  We trust this resolves the customers concern.  Please dont hesitate to contact us if you need more information.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through the ****** EBT program website that is our food stamp benefits program, there was an offer to sign up for a debit card through Providers which is Propel. I found out today after trying to complain to ****** Ebt that there is no association. They seem connected because my food stamp balance appears on the same site. Deception in advertising. Complaint was about an electronic funds transfer which merchant said would be available immediately. This place told me that it was done and if I wasn't seeing it I should check back with the merchant. The agent **** told me I had two options file a dispute or go back to merchant. Dispute with who merchant sent my money back and they were holding it somewhere so where we disputing themselves? When he saw I was not backing down he had another song That it would appear in 3 to 5 days. The merchant sent it back electronically so I could access it immediately. My money is gone and If it doesn't post it cou;pd be 45 days until they decide the dispute. It is not a disputed charge it is that Propel Providers Card is stealing my money. They then started asking me what I purchased??? Assuming I did something wrong because it was cash app. I informed him that it was none of his business what I buy with my money. There is something wrong here, defrauding ******** people using ****** Bank. I thought there was an association with the *************** but that was denied by the State today. I have had disputes denied now it makes sense. This company needs to be looked into.

  

  Business response

  05/05/2023

  We appreciate this opportunity to address *** *************** regarding her Providers Card.

  ****************** reached out to Providers on 4/27/23 to advise that she was expecting a refund for a cancelled transaction to Cash App.  It appears she was told by Cash App that the refund should be instantaneous, so she was expecting to see it posted to her account.  The agent she spoke to was able to identify the original transaction in question, which posted on 4/23 and to determine that shed requested the credit from the merchant on 4/26.  The agent advised ****************** that refunds typically take 3-5 days to post and suggested she wait a couple days for the credit.  In the event the credit didnt post, she could call back to file a dispute.  The refund in question posted the following day, on 4/28.
  

  We followed up with a phone call and email to ****************** on 5/4 to ensure all of her concerns were addressed and to apologize for the misunderstanding resulting in her complaint.  We also wanted to make sure all of her questions about the legitimacy of Providers Card were answered.  We have not yet heard back from ******************, but it appears the underlying concerns have been resolved.

*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. ↩