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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Sutton Bank stole $150 from me. They closed my card account without my authorization. No one else uses my card but me. They did not give me an explanation. I get my direct deposits from my job on this card. I need my money back.Business response
07/11/2024
Hi ************,
We are in receipt of your complaint to Sutton Bank regarding the closure of your card without your authorization. Unfortunately, we are unable to research your complaint without the following information:
1. Whole account number2. Whole card number
3. Name of Program or Application you are using for your transaction (e.g. Cash App, Robinhood, ******, etc.)
4. Date of the transaction in question
Please provide the above information at your earliest convenience.
Please note, Sutton bank does not have access to any records related to program accounts. All complaints are forwarded to the program for a response. Please be patient while the program responds. If you would like a faster resolution to your complaint, please reach out to the program directly and speak with one of their agents.
Thank you.Customer response
07/11/2024
Complaint: 21971682
I am rejecting this response because:
I am sending the business my information.Card #- *******************
Plata-Pay
Exp: 04/27
Date the card was cut off 7-10-2024
I would like a FULL refund for the money that was left on the card. This card is where I receive my direct deposit for my job. The card was cut off without my consent for no reason.
Sincerely,
*************************Business response
08/09/2024
P.O. Box 505 ************************; ****************
************ Fax ************
August 9, 2024
*************************
Via BBB Portal
Dear ************:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your request for a refund and the ePlata Program. Sutton Bank shared your complaint with Priorty, the entity that manages and oversees the ePlata Program.
Priority located the account and card in question. Your card was inadvertently terminated due to clean-up efforts to close inactive cards with a $0.00 balance. Your card and account were closed in error. You contacted customer service and Priority confirmed that your card was reactivated on July 15, 2024. Priority confirmed you were able to use the card multiple times after reactivation.
Priority reviewed the clean-up efforts to ensure no other customers were similarly affected. Priority confirmed this is the only known case of inadvertent termination. This was an isolated incident and the result of human error. Priority apologizes for any inconvenience this may have caused you. Thank you for bringing this to our attention.
Sincerely,
*********************
Compliance Manager
Sutton BankCustomer response
08/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was supposed to have gotten paid every Friday but they were paying me Thursday nights around 8:40 pm. On June 27,2024 on Thursday I never received my check so I thought it would come Fri the next day I never received my check and still havent received my check been trying to call them and email them they only answered one time after calling for two days and told they are pushing the situation quickly the support sevice closed for the weekend and I still havent received my check and right now Im living from check to check to take care of my family so this is a really big inconvenienceBusiness response
07/23/2024
July 23, 2024
*************************
Via BBB Portal
Dear ****************:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your direct deposit and the Providers Program. Sutton Bank shared your complaint with Providers.
On Friday, June 28, 2024 Sutton Bank notified Providers that several ACH files containing deposits (credits) and payments (debits) were processed incorrectly.This resulted in the delayed posting of several customer deposit and some customer deposits returned to the sender. ****************** and Providers have worked closely to address this error and apologize for the impact this error has had on you and other customers.
Providers confirmed your deposit in the amount of $335.61 from ********** Defen was a part of this processing error. The posting of your deposit was delayed.Providers confirmed that your deposit posted on July 2, 2024. An additional credit in the amount of $50.00 was applied to your account to help cover any late fees that *** have resulted from the delay.
Sincerely,
*********************
Compliance Manager
Sutton BankInitial Complaint
07/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello, I have an account with Sutton bank via its subsidiary Providers card. I’ve been a customer of for over two years and have constantly received my payroll via my Providers card. However on 6/28/2024 my payroll deposit was not put on my account. Myself as well as customer support from Providers have put in an inquiry with Sutton bank to find out where my money is but neither of us have had any success in reaching the bank. They do not answer phones or return calls and there is no way to email them directly. I would like to know where my money is and have it put on my Providers bank account immediately.Business response
07/29/2024
P.O. Box *** * ***** **** *****t ******, OH *****
***/******** Fax ***/********
July 29, 2024
********* *****-******
Via BBB Portal
Dear ********* *****-******
This letter responds to the complaint we received from you via the Better Business Bureau regarding your payroll deposit and the Providers Program. Sutton Bank shared your complaint with Providers.
On Friday, June 28, 2024 Sutton Bank notified Providers that several ACH files containing deposits (credits) and payments (debits) were processed incorrectly. This resulted in the delayed posting of several customer deposit and some customer deposits returned to the sender. Sutton Bank and Providers have worked closely to address this error and apologize for the impact this error has had on you and other customers.
Providers confirmed your deposit in the amount of $717.78 from HMH HOSPITALS CO was a part of this processing error. Providers initially advised you that your deposit was rejected and returned to the sender however, it was later determined that your deposit was delayed. Providers confirmed that your deposit successfully posted on July 2, 2024.
Sincerely,
******* ***
Compliance Manager
Sutton BankInitial Complaint
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Robinhood Spending Card transaction is holding my money the merchant says the transaction was cancelled.June 14, 2024 XSOLLA *STFC XSOLLA.COM CA $99.99Business response
07/16/2024
This letter responds to the complaint we received from the Better Business Bureau regarding your transaction error issue with the Robinhood Program. Sutton Bank shared your complaint with Robinhood.
On June 14, 2024, you contacted Robinhood Support via chat in regards to a transaction error involving a pending transaction with the merchant Xsolla in the amount of $99.99. The Robinhood support agent explained that pending transactions usually settle in four (4) days and that merchants can authorize charges without an expiration date causing the authorization to remain pending and hold funds in the complainants account. Further, the agent explained that if the transaction remains pending for more than five (5) days,Robinhood Support can manually expire the transaction to return the funds.
On June 16, 2024 you contacted Robinhood Support via chat expressing the same concern regarding the same transaction and added that the merchant did not provide the digital goods you had paid for. The Robinhood Support agent then filed the dispute on your behalf and informed you that a member of Robinhoods dispute team would contact you within the next two business days.
On June 17, 2024, a member of Robinhoods Dispute Team contacted you to advise that her claim was under investigation and that it could take up to one-hundred twenty (120) days for resolution. One-hundred twenty (120) days is the standard network timeline for processing a chargeback. You were also informed that your claim was not eligible for provisional credit based on the dispute reason. At the time of writing, the dispute is still pending.
Sincerely,
*********************
Compliance Manager
Sutton BankInitial Complaint
05/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I disputed the transaction at sudden bank on March 26 Because it was thought of to be unauthorized charge the next day I talked to my wife and find out that I had already authorized That charge to come out of my bank. They sent me a letter and told me that it would be refunded back to summit electricity. Since they have not Giving me money back on either emergence and every time that I call they give me the runaround saying that a manager will call me back or email me and they never do always tend to call early in the morning as soon as the business opens up. All I want is for my money to be placed onto my account my Providers account which is sudden bank.Business response
06/24/2024
**** *** *** * ***** **** ****** ******* ** *****
************ Fax ************
June 24, 2024
Christopher *****
Via BBB Portal
Dear Mr. *****:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your transaction and the Providers Program. Sutton Bank shared your complaint with Propel, the entity that oversees and manages the Providers Program.
On March 11, you contacted the Providers customer service department to advise that you did not authorize the $269.16 transaction made that same day to Summit Utilities. A dispute was filed and Providers sent you confirmation the dispute was filed.
On March 25, you contacted Providers via phone to advise that you were mistaken, the transaction was in fact authorized and requested to have the dispute withdrawn. The dispute was withdrawn and a confirmation email was sent on March 26.
On April 3, you contacted Providers by phone inquiring about the dispute status and requested a provisional credit. Providers confirmed the dispute had been withdrawn and that no credit was forthcoming.
On April 18, you contacted Providers by phone claiming that the merchant had not been paid for the transaction and was advised again that this dispute had been withdrawn and no funds were taken back from the merchant. You requested to speak to a supervisor and a callback request was submitted. The supervisor called you back on April 19 and requested you send documentation to support your claim that the electric company had not been paid. On April 20, you provided an email from Summit Utilities dated April 19 showing the payment had been returned. On April 25, Providers reviewed the documentation and they responded to you confirming that the dispute had been withdrawn and that attempts to recover the funds from the merchant had been reversed. A screenshot was provided to you confirming these actions and you were advised that the funds would have been returned to the merchant’s bank via the payment network.
On Friday May 3, you contacted Providers and requested to speak to a supervisor. On Monday May 6, a supervisor contacted you and left a voicemail asking you to respond to prior emails. You were advised on May 7 and May 9 to respond to the email sent on April 25. To assist with this, Providers resent the email with instructions to respond.
Upon receipt of this complaint, Providers reviewed your case and examined the chargeback reversal and noticed that the card brand (Mastercard) still shows the reversal as “pending.” Providers is unclear on the meaning of this and have contacted Mastercard for clarification. To date, Providers has not received a response and are awaiting additional information. Providers called and left you a voicemail on June 13 advising you this matter is still under investigation.
Sincerely,
******* ***
Compliance Manager
Sutton BankInitial Complaint
05/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was issued a GameStop debit for $146.30 The card charged me but I never received the $146 I was also charged additional fees but I never received anything. I have receipts for card and receipt showing transaction was denied. I was told to dispute with card company listed on card. Sutton Bank. First time I called, no one helped. I went to GameStop so they could speak to them. Rep from Sutton Credit card took my information and said they would send form to my email. I never received the email. Called again with someone else and spoke to ***** who claimed to be a supervisor. ***** thought it was funny. ***** first said he would mail form. Then finally agreed to email it but for some reason he couldn't email it with us on the phone. I still haven't received a refund which should not take 45 days and I still haven't received email. I tried calling to file complaint and no one is helping. My mom spoke to a manager named ******* who was no help.Business response
06/05/2024
Good afternoon,
In order for Sutton Bank to investigate your complaint we need additional information. Please provide an image of the front and an image of the back of your card. Please also provide the full card number as it is displayed on the card. Thank you.
******* ***
Compliance Manager
Sutton Bank
Customer response
06/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******Business response
06/24/2024
June 24, 2024
**** *******
Via BBB Portal
Dear Ms. *******:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your GameStop card. Sutton Bank shared your complaint with InComm, the entity that oversees and manages GameStop cards.
InComm reviewed your complaint. On May 29, 2024, you contacted InComm to inquire as to why your ATM transaction was declined. You attempted to withdraw funds at an ATM and the transaction was not successfully completed however, $143.00 was removed from your gift card. InComm advised you that dispute case would need opened. On May 30, 2024, a dispute was officially opened. On June 7, 2024, InComm submitted a chargeback to the merchant in an attempt to recover the funds on your behalf. InComm advises to expect a final resolution no later than September 4, 2024. InComm will submit the results of their investigation to you in writing within three (3) business days after the investigation is completed. InComm shared this information with you on June 7, 2024.
Sincerely,
******* ***
Compliance Manager
Sutton BankInitial Complaint
05/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Refusing access to funds bc entity is unwilling to verify my identityBusiness response
06/06/2024
We received your complaint to Sutton Bank regarding access to your account. Unfortunately, we are unable to research your complaint without the following information:
Whole account number and whole card number
Name of Program or Application you are using for your transaction (e.g. Cash App, RobinHood, ******, etc)
Date and amount of the transaction for which you are seeking a refund
Please provide the above information at your earliest convenience. Sutton Bank is unable to research your complaint without the above information.
Sincerely*********************
Compliance Manager
Sutton Bank
Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 11, 2024, i loaded $500.00 on to my card. I paid three bills, then about a half of an hour later went to use my card, and it would not work. I called their number and was given the runaround. At first, they said that there was a fraudulent load, and they closed my account, After speaking to the first representative i was told that they would refund the balance by check, but now they say that they returned that balance to the store that I had the money loaded to the card. Now tonight they say that my utility company double charged the card, which is impossible, so now I have more than $166.77 floating around somewhere, and I don't know how to get this resolved. This is for card ending in ******************** 6764Business response
06/05/2024
P.O. Box 505 ************************; ******, ********
************ Fax ************
June 5, 2024
*********************
***************
*******************
Via BBB Portal
Dear **************:
This letter responds to the complaint we received from you via the Better Business Bureau. Sutton Bank shared your complaint with InComm, the entity that manages and oversees the Vanilla Gift Program.
InComm confirmed the product used to load the card and the prepaid card itself are not products issued by Sutton Bank. The product you attempted to load is issued by ************* and Trust.
Sincerely,
*********************
Compliance Manager
Sutton BankCustomer response
06/06/2024
Complaint: 21519071
I am rejecting this response because:I loaded $500.00 cash not a gift card the receipt i submitted shows that i only loaded cash!
Sincerely,
*********************Initial Complaint
05/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I signed up with a subsidiary company of Sutton Bank called GoDo Life. It was meant to give me a cash advance on my worked wages and that’s what I thought I was signing up for. I agreed to deposit $500 in the hopes that would be available to me before payday so I can pay my rent a day earlier. That money was not deposited until the actual payday and I can’t even access any of it. The terms of usage are not explained in a great way and I can’t contact anyway directly for information or to discuss. More than anything I want the money that was taken from my check given back to me in whole and I want to discontinue usage because I was misled in how this worksBusiness response
06/03/2024
Dear Ms. ********:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your payroll direct deposit and the and the GoDo Card. Sutton Bank issues the GoDo Prepaid Card (the “GoDo Card”). The GoDo Prepaid Cardholder Agreement is located here: ******************************************. The GoDo Terms of Use are located here: **********************************. Please find attached Section 9 The GoDo Wage Advance Service for information related to your complaint.
GoDo confirmed that you opened your GoDo Card account on April 30, 2023. You did not use your account until May 3, 2024. You received a $50.00 payroll advance on May 3, 2024. These funds were transferred out of your GoDo cash account. Note, a user must agree to the following terms and conditions before they are able to request a wage advance funds transfer to their GoDo Card account:Please see attachment for image.
The user must check the box or the ability to transfer is g***ed out. Once the user checks the box accepting the terms and conditions, the transfer button is live:
Please see attachment for image.
On May 6, 2024, you received your payroll direct deposit in the amount of $500.00. Per the section 9 of the GoDo Terms of Use, each advance given to you is then repaid when you receive your next direct deposit from an Employer. Therefore, the $50.00 payroll advance provided on April 30, 2024 was repaid from your May 6, 2024 payroll direct deposit. You received another payroll advance in the amount of $50.00 on May 3, 2024. On May 3, 2024 you inquired with GoDo customer service how to get your funds out of your GoDo account. Customer service provided you with instructions and on May 4, 2024, you transferred $500.00 out of your GoDo Card account leaving a $0.00 balance.
Sincerely,
******* ***
Compliance Manager
Sutton Bank
Encl.Customer response
06/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ********Initial Complaint
04/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have canceled my debit and order a new one a month ago and never receieved.. then canceled that one and they mailed me another one but haven’t received it and it’s been two weeks ago…Business response
04/29/2024
Dear Ms. *****:
This letter responds to the complaint we received from you via the Better Business Bureau regarding your debit card. Based on the information provided in your complaint, Sutton Bank is not able to identify an account associated with your information.
Sutton Bank is the issuer of many prepaid cards through numerous payments partners. Customer support for these card programs is provided by the applicable partner. Sutton Bank does not have access to individual account or card information associated with our payments partners.
It is possible that your issue involves one of Sutton Bank’s payments partners, however, Sutton Bank needs additional information in order to investigate your complaint. Specifically:the full account number in question,
the name of the program or application you are using,
and the date of the transaction.
We have attempted to contact you via email to obtain this information. To date we have not received information that would allow Sutton Bank to investigate your complaint and to identify the applicable payments partner.
Please provide the above information as soon as you are able. Without it we will not be able to investigate your complaint and may have to close the complaint file. You may send it to this email address: *********************************
Thank you and we look forward to hearing from you.
Sincerely,
***** ********-******
Complaints Manager
Sutton Bank
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Customer Complaints Summary
135 total complaints in the last 3 years.
24 complaints closed in the last 12 months.