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: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.

• Initial Complaint

  Date:06/18/2024

  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.

  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

  Date: 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

  Date:05/15/2024

  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.

  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 Answer

  Date: 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

  Date:04/29/2024

  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.

  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

  Date: 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.

• Initial Complaint

  Date:04/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/03/2024

  Type:Sales and Advertising 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 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

  Date: 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

  Date:03/28/2024

  Type:Sales and Advertising 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 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

  Date: 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

  Date:02/06/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.