Complaints

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

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  Transcard Payments, LLC

  1010 Market Street, Suite 400 Chattanooga, TN 37402

  
• 

  Transcard Payments, LLC

  1301 Riverfront Pkwy STE 200 Chattanooga, TN 37402-2233

  
• 

  Transcard Payments, LLC

  1010 Market St Chattanooga, TN 37402-2650

  
• 

  Transcard Payments, LLC

  PO Box 23886 Chattanooga, TN 37422-3886

  

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:07/26/2024

  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.

  On May 13, 2024, I received a $550 gift card a gift from **** ***** ********. On May 14, 2024, my card was compromised and I immediately initiated a dispute. Despite numerous calls to your customer service line **************** and assurances that a replacement card would be sent, I have not received it. Here is a brief timeline of my interactions with your company: May 16: Followed up on the dispute, and was told to wait for the card. May 21: ***** confirmed my dispute was settled and a new card was being sent. June 3: Spoke with a representative who said a new card would be sent for $12. It never arrived. June 11: Two calls: Spoke with ***** who disconnected the call due to a misunderstanding regarding card information. Spoke with ***** who assured me another card would be sent, possibly expedited. June 26: May confirmed an expedited card with a balance of $430.92 would be sent. It still has not arrived. I received a notice stating a $39.90 credit was applied to my account on June 4th, 2024. However, I have never received any replacement card, and my balance should be significantly higher. Despite asking for tracking or offering us a secure mail carrier I have never received my replacement card. The compromised card number is ****************.

  Business Response

  Date: 08/06/2024

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have caused you. On Wednesday, 7/31/2024, another replacement card was ordered for you, to be expedited at no expense to you, to the address listed in this complaint. The card was shipped out via **** priority mail, with a tracking number, and by the looks of it, you received it late yesterday evening, on 8/5/2024. This morning, you called in, with the same number listed in this complaint, and got the card activated and received your current balance. After reviewing your account, you were never charged for any of the replacement cards nor any shipping costs. After reviewing the call for your original dispute, I did confirm that you were only disputing the two transactions totaling $39.90. If there are any other transactions you are wanting to dispute, or you want to go over your transaction history, please do not hesitate to contact our 24/7/365 customer service team that is more than happy to help you with any of these questions or concerns you may still have. 

• Initial Complaint

  Date:04/01/2024

  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.

  On February 26th 2024 I tried to pay my brothers rent for $76.49, the transaction declined on the website also that day I tried to add money to my securus account for a total of 128.00. Two transactions in the amount of 52.00 and one in the amount of $27.00. The transactions were declined. On February 28th 2024 I tried to pay my rent in the amount of $383.95 13.95. The transaction was declined. I checked my account and seen that transactions settled that were declined because the sites I was using do not take pre-paid or Temporary cards such as the card I was given. It is a virtual card. That when I received the card I asked if it can be used anywhere, per the rep I spoke with it can be used anywhere. Shouldn't be a problem. Well it was a problem and I have waited 30 days for a refund of the money that didn't go to any of the mechants. The first dispute they tod me they found nothing and that couldn't possible be correct because my apartments told me for a fact they did not receive the funds. Also the securus account shows when a balance has been added as it is a phone account. The funds are added right away. I called to have the dispute reopened because the outcome to the "investigation" was incorrect. This time I sent in proof the transaction never went through as in my statements showing there were no transactions cleared for those amounts to the merchants. I believe there was no real investigation. They just let the dispute sit till the 15th day and sent an email stating they found no evidence that supported my dispute. I would like my money returned because at this point all of my bills are past due, due to this situation. I was told in the reopened dispute email on March 15th 2024 that they would review my evidence and reach a decision in 10 business days it has been 15 days. By Monday April 1st 2024 it will be 16 business days.

  Business Response

  Date: 04/12/2024

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have caused you. On 4/2/2024, a total of $460.44 was returned to ******* ******'s virtual card. The refund was for the $76.49 transaction to *** **** ******** and the $383.95 transaction to ******. As of 4/11/2024, all funds have been used on the card except for $10.72. Please do not hesitate to contact our 24/7/365 customer service team that is more than happy to help you with any additional questions/concerns that you may have.

• Initial Complaint

  Date:03/04/2024

  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.

  My last apartment complex was supposed to send me a refund and they decided to send it as a virtual card using trans card. Problem I cannot use the card. There is no vendor accepting these cards . I tried using it at ******* and was asked for a cvv which was not provided. I called tech support and spoke to ******** who told me that I cannot use the card at vendors like *******....if that's the case what's the point of the card?!

  Business Response

  Date: 03/14/2024

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have caused you. When looking through the notes, reviewing the account, and after listening to the call with *******, I don't see any attempts at made at *******. You should have no issues using your virtual card with online merchants. The top two that come to mind are *********** and **********, though there are a lot more. In regards to the CVV, this was provided with the virtual card information. Did you save a pdf copy of the card or did you just write the information down? If you need the card to be resent to you for the CVV or for any further questions, please do not hesitate to contact our 24/7/365 customer service team that is more than happy to help you with any needs/questions you may have.

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service 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.

  I’ve requested this joke of a company numerous times to close my unused ************ account with no luck. I’ve emailed their privacy compliance team as well as customer service. After doing some digging, it appears they are owned by TransCard. However, you would not know this unless you went looking as they don’t put their privacy policy or terms of service on their website. You have to hunt it down. I’ve never used the account, only signed up. They’ve never gotten back to me.

  Business Response

  Date: 02/07/2024

  Hello and thank you for this opportunity to respond. The ************ account associated with e-mail address **************************** should now be deleted. Please let me know if you see something differently. Have a wonderful rest of the week!

  Customer Answer

  Date: 02/07/2024

  
  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

  Date:12/08/2023

  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.

  When I moved out, instead of my apartment refunding me my deposit through a check or through a deposit into my bank account, they decided to use a third party called transcard. I did not want to give this unknown third party my bank information, so I opted for them to send me the money. Instead of giving me a check or something I could deposit in my account, they instead sent me a prepaid debit card. I expected that prepaid debit to come in the mail, but it never came. Instead, they gave me a virtual debit card that I had to click on a link to access. There seems to be no way to deposit this card into my bank account, and without a physical card, I can't spend it in physical stores. I would like to be able to deposit this card without giving them my banking information. But this whole solution is awful and seems like a trick to keep me from actually getting my deposit back. More generally, it seems like one of many changes to apartment living meant to charge renters more for a worse version of service that was once free.

  Business Response

  Date: 12/20/2023

  Hello and thank you for this opportunity to respond. I apologize for any inconvenience this issue has caused you. According to our records, you received your virtual card on 11/1/2023 for $272.60. I am happy to see that you have successfully used the card at multiple places including ******. As of today, your balance is $50.90. When you received the original e-mail regarding your refund, it states that at expiration of the payment, check payment will be sent to all parties at the address provided at move-out. The other option was to click the link and pick between having the funds sent via ACH to the account and routing number of your choosing or to have funds delivered to you via virtual card. The original e-mail also provided a phone number to our 24/7/365 customer service department in case you had any questions regarding your refund or the refund process. If you should have any additional questions or concerns, please feel free to reach out to our customer service department. Have a wonderful holiday season!

• Initial Complaint

  Date:11/29/2023

  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.

  Received a Transcard Gift Card with $62.50 credited. I had no purchases transacted but did combine this card with another one. A merchant then credited a $63 purchase from the other card back to this combined card. Transcard then apparently flagged the credit as fraud, put a hold on the card but neglected to inform me using the contact information I had provided in their system. They then began charging $4.95 in inactivity fees every month even though my wife had been trying to use the card at various stores. I called into Transcard and was told of the hold and that the hold would be removed since it was not fraud. A month later I called customer service again and was told the hold was still on the account as it was being investigated. I asked how do I remove the hold since I never spent a dime, outside of bogus inactivity fees, the customer service rep then spoke with her manager who suddenly decided that the card was no longer valid, even though they had charged an inactivity fee two weeks prior. In the end, I never spent a penny of the $62.50 on any goods or services and it seems as though this company runs a scam to siphon inactivity fees from balances as much as they can.

  Business Response

  Date: 12/09/2023

  Hello and thank you for this opportunity to respond. I apologize for any inconvenience this issue has caused you. On 8/6/2021 an Auto Fraud Block was put on the card due to the card receiving a credit without a corresponding debit. These types of blocks are done automatically, thus no notifications are sent out. Transactions were attempted on the card sporadically from September 2021 to October 2023. The cardholder finally called into our Customer Service department on 10/11/2023 after some declines. At that time, inactivity fees were explained to the cardholder and he was told that they are non refundable. When the card was originally given out by APT, Terms & Conditions as well as a fee schedule were included in the envelope with the card. The fee schedule clearly states that a $4.95 fee will be charged after 12 months of no activity/transaction successfully processed. The card has now been unblocked and the inactivity fee for October 2023 was reimbursed since that is when the cardholder first reached out to our customer service regarding their issue. The balance on the card is now $61.74, which was the balance on the card as of 10/11/2023 when the cardholder originally called in. If there are any additional questions, please feel free to reach back out to our 24/7/365 customer service team.

• Initial Complaint

  Date:10/20/2023

  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.

  On Oct 15 2023, at an in-person vendor, my ********* card was declined. ********* is not permitting me to use my funds. On Oct 07 2023, for a $7.82 purchase on ****, and a different attempt to do an **** purchase prior to that, my transcardgift mastercard with an admin number that starts with "58" and a 16-digit card number that ends with "****" (the final number is censored), did not allow payment to go through. This is a chronic problem with this card. Transcardgift must send to my New York City address a check in the amount of the balance on the card, which should be over $8.

  Customer Answer

  Date: 10/24/2023

  Just now, on Oct 23, 2023, prior to 1pm eastern, I faced trolling by Transcard on the phone. I called transcard at **** *** **** and demanded Transcard allow me to use the funds I have on my card. A man named ****** picked up and instead of helping, told me to "take my time", when in fact it is transcard who has been wasting my time for a very, very long time, and refusing to allow me access to my funds on quite the list of occasions. The admin number for the card in question ends with ***.

  Business Response

  Date: 10/25/2023

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have cause you. A check was issued to ***** ****** on 10/20/2023 and mailed to their preferred address. Due to complaints through the CFPB, it is know that ***** has received the check in question. It has been instructed to ***** that they need to go to bank in order to get the check cashed. The bank, not *****, will need to contact our customer service in order to get the authorization code in order for the check to be cashed/deposited. Please note that we have a 24/7/365 customer service team that is more than happy to help you with any needs/questions you may have, if they should arise. Have a wonderful day! 

  Customer Answer

  Date: 10/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Opposition is stating I need an authorization code to deposit the check. They haven't sent me the authorization code. I have no SMS or email with the code and where to put the code. 

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

  Business Response

  Date: 11/04/2023

  Hello and thank you for the opportunity to respond once again. Once again, I apologize for any inconveniences this may have caused you. As I stated prior, ***** will "need to go to (the) bank in order to get the check cashed. The bank, not *****, will need to contact our customer service in order to get the authorization code in order for the check to be cashed/deposited." In the rejected response, ***** states that they will be sent an authorization code. I have no idea where this information came from. The bank is the only one that is able to get the authorization code. Please note that we have a 24/7/365 customer service team that is more than happy to help you with any needs/questions you may have. Have a wonderful rest of your weekend!

  Customer Answer

  Date: 11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The check states that it requires an authorization code to be deposited into my account. Transcard should transfer to me immediately the sum of $8.01 or provide the authorization code immediately. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/16/2023

  Hello and thank you for this opportunity to respond. I apologize for this continuing inconvenience that this issue has caused you. When ***** originally reached out, a replacement card for the $8.01 was sent out. To ensure that the funds were safe, the card was blocked and it was instructed that ***** call into our customer service team to get the card unblocked. This process usually takes less than 5 minutes. Afterwards, ***** requested a check to be sent considering they were unable to use the still blocked card. A check was mailed and received by *****. In order to help prevent fraud an authorization code must be obtained by a bank representative. It was instructed that ***** go to their nearest bank and get the check either cashed or deposited into their personal bank account by a bank representative. Once the bank calls us, only then can an authorization code be given to the bank representative. Once again, if there is any confusion in this process, our 24/7/365 customer service team is more than happy to help in any capacity that they are allowed. I hope you have a wonderful weekend!

• Initial Complaint

  Date:01/30/2023

  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.

  I was given a Visa gift card through Transcard for a baby shower gift during covid. I attempted to make an online purchase several months later and was repeatedly declined six times before I was finally able to complete my purchase. I didn't realize the card deducts a balance each month of inactivity, although this section is oddly left blank in the Terms and Conditions online. I called today and asked if they could refund the inactivity charges and was told no. Curiously, the address on the account is not even a valid address and I'm not sure where it came from. I have been trying to spend the remaining money on the card and again the card is declined at any retailer I attempt a purchase. I called back to ask why it was being declined and the representative suggested I load it to Apple Pay - which, shockingly, didn't work either. It seems these cards are just a total scam, and likely utilize illegal practices.

  Business Response

  Date: 02/06/2023

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have caused you. In regards to the original address on file, gift cards have a default address of the location of the bank branch that the original card was purchased from. The gift card was purchased on 11/6/2020 for $340. On 1/3/2021, you called into customer service support line and registered the card to your name and the address currently on file in order to use your card online at Wayfair for $272.20. The decline reason from Amazon.com on 1/30/2023 was invalid CVC. As stated by the Customer Service Representatives that you spoke with, we are unable to refund inactivity fees. On the back of the card, it clearly states "A monthly inactivity fee of $4.95 will be deducted from your card balance after 12 months of no activity." Please note that we have a 24/7/365 customer service team that is more than happy to help you with any needs/questions you may have.

  Customer Answer

  Date: 02/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Businesses do not accept this card because they don't require a PIN and then the card is declined anyway for invalid PIN.  I can't find anywhere that will accept this card.
  
  Sincerely,
  
  ******* ******* ******

  Business Response

  Date: 02/17/2023

  Hello and thank you for the opportunity to respond to your rejection. Once again, I apologize for any inconvenience this issue has caused you. In regards to your Amazon transaction, we sadly have no control over what they provide us in regards to correct AVS or CVC/CVV. Amazon is providing the correct AVS in this situation, but not the correct CVC/CVV and this gift card requires both to be correct to process. Please note that the CVC/CVV is located on the back of your card next to the signature area. Typically, gift cards should be run as credit, but this is controlled by the online vendor in how they submit purchases. Please be advised that the pin you use to call into our customer service line is the pin you would use if you went to a department store or supermarket. Once again, please note that we have a 24/7/365 customer service team that is more than happy to help you with any additional questions that you may have.

• Initial Complaint

  Date:01/17/2023

  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.

  I bought a $125 gift card from *******s Rewards. With fees, the charge was for $132.28 and hit my credit card on November 30, 2022. I gave the gift card for Christmas and the recipient went to use the card in January and was told that it expired in December. The *******s Rewards FAQ page says that their gift cards do not expire.

  Business Response

  Date: 01/19/2023

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this may have caused you/ the person who received the gift card. The Caesars gift card was ordered on 11/30/2022 and mailed to your address on 12/2/2022. I am showing that the card attempted to be run twice on 1/14/2023 at ****** **** ATLANTIC CITY NJ. The reason for the decline was not due to the card being expired, but because ****** **** ATLANTIC CITY NJ is not included in the list of restaurants the card can be used at. The list of stores, restaurants, and/or places the card is valid at can be found at www.caesars.com/total-rewards/tr-gift-card/have-a-gift-card. I am also showing the card itself doesn't expire for another 6+ years. If you are still wanting a refund for the gift card, please feel free to reach out to our 24/7 customer service team who are ore than happy to help you with any questions or concerns you may have. Please note that a refund can only be returned to the original card used to purchase the gift card.

• Initial Complaint

  Date:10/24/2022

  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.

  I am in possession of gift cards created for MGM properties Las Vegas, Transcard will not honor them. I have tried on numerous occasions over the past years to get this problem rectified to no avail. They had a data breach years ago and placed my cards as frozen. I have sent them my ID and copes of the cards. They can verify the money is there but when I go to use them, they are denied. They don't return emails or calls, their customer service line just tells me there is nothing they can but call back later. These are called legacy cards by MGM because they started issuing another version on September 10, 2020, these were purchased before that date,

  Business Response

  Date: 11/01/2022

  Hello and thank you for the opportunity to respond. I apologize for any inconvenience this issue may have caused you. Replacement cards for the three gift cards in question were mailed out via USPS yesterday, 10/31/2022. You should receive the replacement cards, at the address you on file, within 7-10 business days. Once you receive the three new cards, all you will need to do is call and activate them. Once activated, they should be ready to be used. Please note that our 24/7 customer service team is more than happy to help you with whatever needs/questions you may have in the future. 

  Customer Answer

  Date: 11/01/2022

  
  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. If indeed it arrives as stated and can be activated upon receipt. 
  
  Sincerely,
  
  ***** *****