Complaints

This profile includes complaints for Pathward Venture Capital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pathward Venture Capital, LLC has 25 locations, listed below.

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• 

  Pathward Venture Capital, LLC

  5501 S Broadband Ln Sioux Falls, SD 57108-2253

• 

  MetaBank

  3448 Westown Pkwy West Des Moines, IA 50266-1151

• 

  MetaBank

  PO Box 1307 Storm Lake, IA 50588

• 

  MetaBank

  121 E 5th St Storm Lake, IA 50588-2339

• 

  MetaBank

  3624 6th Ave Des Moines, IA 50313-4155

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:09/18/2023

  Type:Customer Service 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 went to *********, I got the ******* card. No one knew how it worked. No one could show me any explanation or give me a support number, nothing. I load the card finally, took literally multiple hours after 3 hours now I've been o the phone for over an hour & the card still doesn't work. I was tricked by the agent who did a manual activation & now the card won't work anywhere. They keep making excuses & now say they're just going to send me a check. They've now wasted my time that will takes weeks. How is a company operating like this? Why does it not say $7.95 monthly fee ANYWHERE? I havent had the fee, just got it today, but people say theres a fee. Also when i first wnet to activate, they created a SECOND card then for me & immediately said they were mailing it to me. Why? Why did they not activate my current card & instead create another card & mail it? Then Im told I need to make yet another account that I cant add this card to that account. then Im told I can use it online & in store purchases then when I go to, it doesnt work & they say oh its because they activated it and not me & I said welll w anted to activate it and they argued & yeah it is still not resolved after nearly 4 hours with these people.

  Business Response

  Date: 10/05/2023

  Hello ****** ********

  We apologize for the delay, but ****** is requesting more time to resolve your complaint.  We will have a resolution uploaded by 10.13.23, if not sooner.  

  Thank you,

  Pathward Customer Service

  Business Response

  Date: 10/06/2023

  resolution is attached 

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a tax office I go thru ****** ********* but they use Pathward bank so I’ve been locked out my account and been instructed to go to Pathward and send email to Risk Assessment well this past Friday I’ve sent 4 emails with no answer requesting to get into my account to get reports because I check my reports daily and that **** have been compromised and IRS issued a new number I have over 200 clients still waiting on refunds and I can’t see who’s going funded or not they can never pay me and I wouldn’t know because I can’t log into my account using **** number ******   I like to eat last continue to log into portal with **** ****** to see payments made and who’s getting funded because I can’t at all next step to contact CEO of company

  Business Response

  Date: 09/07/2023

  Resolution is attached 

  Customer Answer

  Date: 10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: They can easily say close this company know darn well these are all my clients and the bad part they disqualified me from getting any type of tax loans because my loan loss is high due to them sending the refunds back I emailed the people they told me to contact for info week n half ago with no response to get an updated refund list since I can’t see anything but I won’t be going back and forth with this company if need be I’ll file law suit for money lost 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/11/2023

  Please reference the resolution provided on 9/14/23.  There is no further information to provide.  Pathward considers this complaint closed and will no longer be responding via the BBB.  There is a direct contact number for ******* ******* as well as a customer service number that the consumer can call with any questions or information that he needs on the 9/14/23 resolution.  As there are issues outlined in the response with the email registered to the ***** we advise *** ***** to call instead of email.  Any further steps *** ***** decides to take will be addressed then.
  

  Thank you. 

• Initial Complaint

  Date:08/25/2023

  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 received a replacement card, in the mail, from ******** on 8/24/23. I have never applied for an account with them. When I tried to contact them, I was directed to supply my full SSN, I did/would not. Therefore, I was unable to proceed to talk with anyone to resolve this issue. I then contacted their parent company, *******. They informed me that they could nothing, since it was not one of their accounts. I was instructed to call back the next day, during office hours. I called both companies and was unable to proceed, since I was again asked to provide my full SSN. As of now, I am unable to resolve this issue and CLOSE my ******** account that I did not request. Please help.

  Business Response

  Date: 08/28/2023

  Pathward is not the sponsoring bank for the account mentioned in this complaint.  Please forward the complaint to *******, Inc.

  Customer Answer

  Date: 08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been unable to contact ******* to close the ******** account opened fraudulently in my name.

  Please forward my original complaint to *******, or ********, whichever’s  necessary. Other complainants have similarly complained and have been successful in closing their ******** account(s). I am in a seemingly helpless situation, since neither contacts to ******* or ******** have been successful.
  Sincerely,
  
  **** ***

  Business Response

  Date: 09/05/2023

  We understand your frustration with this situation, but ******** is unable to assist you because your account is not a ******** sponsored account. Your information has been forwarded to ******** but they are prohibited from providing ******** any details about the card due to it being a ******* account.  Basically, they can't provide account information to a third-party company.  We recommend calling ******** at 209-789-5728 or filing your BBB complaint directly with ******* or ********.

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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.

  We received a gift card from refinancing our home. This totaled $2040. The card issued expired in 5 months so we had to order a new one. I've attempted to get the new card 5 times and they keep claiming they sent it but I know they never have as I've been checking mail every day. They claimed 7-10 business days, 5 different times now. We have quite a bit of money left but can't access it, total scam. All they need to do is send a new card from SD to MN and apparently they can't figure out how to do that, or it's on purpose. I have detailed notes from each call and have escalated this to a manager but apparently their management can't figure it out either.

  Business Response

  Date: 10/04/2023

  A Pathward representative contacted you via email and an agreement has been made to send a refund check.  Please allow 7-10 business days for delivery.  Contact the same representative if you do not receive the check.  We appreciate your patience in resolving this matter.

  Customer Answer

  Date: 10/04/2023

   
  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

  Date:08/09/2023

  Type:Billing 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.

  On 5/26/23 7:51pm I purchased a $200 Visa Gift Card from Target location **** * ***** ** ******* ** *****. Days later i attempted to use the card but it would not allow any transactions while physically swiping the card or manually typing the card information for online purchases. I reported this issue with customer service where i was requested for personal information along with proof that the card was in my possession along with proof of purchase via email. All documents were sent to [email protected] on 5/31/23 at 4:36pm i was provided with a case number #******** as of today 8/8/23 I have yet to receive my replacement card in the mail. I have contacted customer service numerous time regarding issue with no resolution. Whenever the call is requested to be escalated I’m a left on hold for 30mins-1hr before the call is disconnected. I am long overdue for a resolution and i will be moving soon I would like my refund to be expedited if possible.

  Business Response

  Date: 08/21/2023

  August 21, 2023
  
  ******* *******
  **** * ****** **** ** **** *** ***
  ******* ** *****
  
  Re: BBB Complaint
  Case # ********
  
  
  Dear Name,
  
  Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
  out to Pathward to clarify the action on your account. The response from InComm is attached
  herein.
  
  Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
  contact information on the attachment.
  
  
  Sincerely,
  
  Pathward Customer Service
  
  Pathward, N.A.
  **** * ********* ****
  ***** ****** ** *****
  O: ************
  F: ************
  
  **** ****** *** ***
  ******** ******* *****
  Fax: ***** ********
  
  August 17, 2023
  
  ******* *******
  **** * ****** **** ** ***** *** ****
  ******* ** *****
  
  Re: Complaint No. ********
  
  Dear Ms. *******:
  
  Receipt of the above styled inquiry is hereby acknowledged. We have reviewed the issue with your
  Target Visa Gift Card.
  
  Unfortunately, you were a victim of a form of fraud known as package tampering. This means that your
  card was fraudulently compromised prior to activation. At this time, we have completed our
  investigation. We have issued a replacement card totaling the amount of $200.00 via USPS. An email
  was sent to you with this information.
  
  The timeframe it took foryour case to be resolved is not our standard. We are providing this feedback to
  the leadership team and appreciate you bringing this to our attention.
  
  We place a great deal of importance on customer satisfaction and want to be sure that our customers
  have a positive experience with our product. Please contact us if you have any questions, or if we may
  be of further assistance in any way.
  
  Sincerely,
  
  Complaints Research Team
  InComm Financial Services, Inc.
  **** ****** *** ***
  ******** ******* *****
  ************************
  

  Customer Answer

  Date: 08/21/2023

   
  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

  Date:08/02/2023

  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.

  On the the date of 7/ 31/23 I purchased a $200 vanilla Visa gift card when I tried to use it, it wouldn't work so I called the customer service umber on the back of the card. I spoke to an agent who told me" I should try to buy something somewhere else if it doesn't work". Which is crazy it says nothing on the card about limited use or that the card can only be used at certain locations. I asked why I just couldn't register the card with my zip code and was told they couldn't do that. So I have a $200 gift card that I can't use it for what I bought it for. Shouldn't there be some.I tried calling back and I was hung up on by Chester.

  Business Response

  Date: 08/10/2023

  **** ** ********* **** * ***** ****** ** *****
  ****************
  
  Member FDIC
  
  August 10, 2023
  
  ***** ***
  ** ***** ******* *** *** **
  *********** ** *****
  
  Re: BBB Complaint
  Case #********
  
  Dear ***** ***
  
  Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
  out to Pathward to clarify the action on your account. The response from InComm Financial Services,
  Inc is attached herein.
  
  Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
  contact information on the attachment.
  
  
  Sincerely,
  
  Pathward Customer Service
  
  Pathward, N.A.
  **** * ********* ****
  ***** ****** ** *****
  O: ************
  F: ************
  
  **** ****** *** ***
  ******** ******* *****
  Fax: ***** ********
  August 10, 2023
  
  ***** ***
  ** ***** ******* *** *** ***
  *********** ** *****
  
  Re: Better Business Bureau # ******** – ***** ***
  
  Dear ***** ***:
  
  Receipt of the above styled inquiry is hereby acknowledged. We investigated the issue with your Vanilla
  Visa Gift Card.
  
  We have reviewed the card account ending **** and the card has a balance of $200.00 that is active
  and ready for use. We have measures in place for the safety and security of our cardholder’s funds,
  which is why some of your transactions were declined. We have sent you an email advising of this
  information and you have our direct contact information should you have any additional questions or
  concerns.
  
  We truly regret that you had a less than pleasurable experience while speaking with our customer
  service team. Please know that all calls are recorded for quality assurance. We are reviewing your
  interactions with customer service, and if your calls were not handled with the appropriate level of care
  and accuracy, we will t*** corrective action where necessary to ensure better future results.
  
  We place a great deal of importance on customer satisfaction and want to be sure that our customers
  have a positive experience with our product. We sincerely apologize for any inconvenience this matter
  has caused. Please contact us if you have any questions, or if we may be of further assistance in any
  way.
  
  Sincerely,
  
  Complaints Research Team
  InComm Financial Services, Inc.
  **** ****** *** ***
  ******** ******* *****
  ************************

• Initial Complaint

  Date:08/02/2023

  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.

  A deposit was and is being held since 7/26/23 the hotel provided a folio and authorization code confirming they have released the funds. The financial institution ******** continues to advise the transaction is pending and wont be released until 8/5/23 im have been stranded for the past 3 days due to the lack of professionalism i have been hung up on by multiple agents starting 7/30/23 from 11:52am to present 7/31/23 i would also request that the calls be reviewed for any fcc violations, quality assurance violation and training purposes. I would also request diciplinary actions taken against any agent that has accessed the account since 7/30/23 .. Each of the agents have disconnected the call and not resolved this emergency situation. I know my rights as a consumer and the behavior and lack of professionalism is somehting that needs to be addressed. The merchant released the deposit amount on 7/30/23 Folio number *************** MC refund authorization number #****** ******** is refusuing to release my funds back to my card and multiple agentshave hung up when I have called to resolve this issue. One agent even advised she would sub,it a escalation ticket for my concerns and email me a copy of escalation ticket, That never happened. I need something to be done either thru the FCC for the horrible customer service skills and for the continued actions of disconnecting calls.. Thank you and I hope that this complaint will prompt ******** that deceptive business practices are not legal andactions can and will be taken to ensure Quality and accuracy for said products .

  Business Response

  Date: 08/10/2023

  **** ** ********* **** * ***** ****** ** *****
  www.Pathward.com
  
  Member FDIC
  
  August 10, 2023
  
  ****** *****
  *** * ****** **
  ********** ** ****
  
  Re: BBB Complaint
  Case #20401143
  
  
  Dear ****** *****
  
  Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
  out to Pathward to clarify the action on your account. The response from ** ***** is attached
  herein.
  
  Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
  contact information on the attachment.
  
  
  Sincerely,
  
  Pathward Customer Service
  
  Pathward, N.A.
  **** * ********* ****
  ***** ****** ** *****
  O: ************
  F: ************
  
  August 10, 2023
  
  ****** *****
  *** **** ****** ******
  ********** ******** *****
  
  Re: Pathward®, N.A., Better Business Bureau Complaint
  
  Dear Mr. *****:
  
  As program manager for Pathward, National Association, the issuer of your *** ***** Emerald Prepaid
  Mastercard® (Emerald Card®), Emerald Financial Services, LLC (EFS) is responding to a complaint registered
  on July 31, 2023, with the Better Business Bureau (BBB). The BBB forwarded the complaint to Pathward on
  August 2nd, and we received a copy of your complaint from the bank on August 3rd.
  
  Upon receipt of your complaint, a management review commenced immediately. I was sorry to learn of the recent
  customer service experiences you described in your complaint. Although this may not alleviate your frustration,
  our team is looking into this piece and will provide any necessary training and/or coaching to the responsible
  agents.
  
  As a result of my review, I believe your concern regarding a $150.00 pending refund transaction from ********* **** ***** *** (Merchant) has already been resolved. Our records indicate that the Merchant notified us of the
  incoming refund transaction to your Emerald Card ending in **** on July 30, 2023. As you are aware, this refund
  transaction was then reflected as a pending transaction on your Card Account, but only until the Merchant finished
  processing the transaction and settled the funds on August 1st. As soon as the funds were received from the
  Merchant the transaction no longer reflected as pending on your Card Account and these funds became
  immediately available for your use.
  
  Thank you for bringing this matter to my attention and allowing me the opportunity to respond to your concerns.
  If you have any additional questions, please do not hesitate to contact me using the information provided below.
  
  Sincerely,
  
  ******* ******
  ******* ******
  Senior Finance Specialist
  ******* ********* ********, LLC, an *** ***** Company
  *** *** ***** ***,
  ****** ***** ** *****
  ***** ********

• Initial Complaint

  Date:06/28/2023

  Type:Customer Service 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.

  Card by Pathway sent me a Visa/Debit card in the mail on 6/27/23. Unable to contact sender without giving Social Security number, which I’m not doing. I’ve had my identity stolen recently and had other bank accounts opened in my name, which I have since resolved. I froze my credit weeks ago with 2 different bureau’s and have a notification on 1 so I’m not sure how this even happened. I didn’t open this account and want it closed without having to give my social security number. Any assistance would be appreciated.

  Business Response

  Date: 07/03/2023

  Resolution attached.

  Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
  out to Pathward to clarify the action on your account. The response from Partner is attached herein.
  
  Should you have continued concerns, please do not hesitate to reach out to Pathward or utilize the
  contact information on the attachment.
  
  

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 son received a gift card from ******* **** Gift issue by ******** in the amount of $75 but I was unable to activate the card and/or use the funds since the card came with the missing Security Code. I called customer service multiple times waiting for more than 1 hour at one time and they were unable to resolve my issue since I did not have the original purchase receipt (since it was a gift and not purchased by me). Then, the person told me that they could only tell me the balance on the card ($75), but that the card WOULD work on PHYSICAL purchases. This proved to be false when I tested out my son’s card at 2 different locations and it was declined at both. When I called customer service again once this happened, I waited for 30 minutes on the line before being presented with the first person who told me that they could not do anything without the receipt and referred me to their supervisor (and the same thing happened again in regards to how they answered my predicament). After asking 2 more people, I was once again left waiting on the line with no answer and being felt like I did not matter with my son’s present being rendered useless. Overall, it was a waste of time and energy trying to resolve this problem with a customer service incapable of caring. Their Customer Service Department is extremely bad and incapable of resolving my issue. I DO NOT recommend this company for anyone. They stole $75 dollars from a kid that received it for his birthday and just don’t care about it.

  Business Response

  Date: 07/05/2023

  resolution is attached 

  Receipt of the above styled inquiry is hereby acknowledged. We have investigated the issue with your
  Vanilla Visa Gift Card.
  
  Unfortunately, you were a victim of a form of fraud known as package tampering. This means that your
  card was fraudulently compromised prior to activation. Our fraud team continues to investigate this
  issue. We reviewed your case and a replacement card in the amount of $75.00 was issued to the address
  you provided our office. We contacted you via email advising of this information.
  
  Please know that all calls are recorded for quality assurance. We are reviewing all of your interactions
  with customer service, and if your calls were not handled with the appropriate level of care and
  accuracy, we will take corrective action to ensure better future results.
  
  We truly value our cardholders and want them to have a pleasant experience with the product. We
  sincerely apologize for any inconvenience this matter has caused. Please call if you have any questions,
  or if I may be of further assistance in any way.
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Thru the federal court was issued one of these cards for a class action lawsuit The card is invalid. Cannot use it at all. They have no cust svce as i cant call anyone

  Customer Answer

  Date: 06/26/2023

  SITUATION RESOLVED THRU FEDERAL DISTRICT COURT - EXPECT MANY MORE OF THESE AGAINST THESE ********

   

  Business Response

  Date: 06/26/2023

  We are unable to locate an account with the name and address provided that matches
  the details in the complaint. Please verify on the back of the card that the
  bank name is Pathward or MetaBank. If so, provide the 16 digit card number or
  the routing number and account number used for deposits. You may also call
  ************ to speak directly to a Pathward representative.