ComplaintsforOuro

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Netspend sent me an unsolicited debit card. I emailed them instructing them that I did not want the card activated and that I wanted any account closed. They responded with instructions to either call them or use a link go a website. The website required that I create and account, which I do not want to do. When I called, I had to enter the account number and was then told go hold on while the card was activated. I hung up because I don't want the card activated.

  Business response

  08/21/2024

  Thank you for forwarding ************** complaint to us.
  
  We have reviewed this complaint; however, we were unable to identify the details of this complaint using the information you provided.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, did attempt to reach ************** by phone between August 14, 2024, and August 20, 2024. He left a voice message and sent an email but there has been no response.
  
  If you require further assistance with this matter,please contact our Corporate Customer Response Team at ************.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a credit card in the mail today from this company with my name on it and an official card number. When I call their their business number you can only initiate the card they sent me. There are no other choices to speak to anyone. I have recently been a victim of Chime online banking and I believe this organization to be the same.

  Business response

  08/23/2024

  Thank you for forwarding Ms. ****** concerns to our attention.
  
  The offer and accompanying disclosures received were distributed in compliance with the *************** Transfer Act as implemented through Regulation E (12 CFR ******). No Social Security number or date of birth was provided and not connected to this offer in any way. No account or card in Ms. ****** name has been activated as part of this offer. This offer is NOT a credit card and it contains no value. No credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms. ****** credit.
  
  Ouro relies on affiliate marketing services as a source for reaching potential new customers and Ms. ****** information was acquired through these business relationships. Ms. ****** name, address, and email were provided to this third party, and that information was opted in to receive offers and marketing materials from the third party as well as any third party with whom they chose to share the information. Because Ouro feels strongly about customer privacy,we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with us. The information used to create this offer was provided via the following location:
  
  Website visited:                                          *******************************
  Website accessed from IP Address:         172.185.208.202
  Website accessed on:                                Jul ******* 4:32:13 am
  
  Ms. ****** internet service provider may be able to help determine if this IP address is registered to her or if it belongs to someone else.
  
  Again,the offer is not active and cannot be used unless activated. We reviewed the card offer that was mailed to **************, and confirmed that the associated Card Account was not activated. During activation Ouro verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient.
  
  In response to this communication, we immediately blocked the card offer, so that it may not be activated. We also removed Ms. ****** name and address from our mailing list, so that she should not receive any future offers from any Ouro-managed programs. On August 14, 2024, a member of our Corporate Response Team, Landrex, spoke with you and explained the information above.
  
  Ouro appreciates ************** bringing these concerns to our attention. We have internally reviewed the matter and consider it resolved. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have begged these people to remove me from their mailing lists. They always say they do, but every 30 days, I get another "welcome package" from them. It always has a live debit card attached. It is as if they want someone to steal my identity. I have gone through all of the steps to close my account with them, and they always say that it is closed, and then ANOTHER welcome piece. I don't want to do any business with them, don't want to hear from them again and will NEVER do business with them. I want them to stop harassing and stalking me and I just want these criminals to never send me another piece of mail again.

  Business response

  08/19/2024

  Our records show that the six (6) prepaid debit card offers were requested between December 05, 2023, and July 05, 2024, when someone visited the website, ***************************************************; We presented an offer to sign up for a Netspend All-Access Account by ***************************** (the Account).  The offer was accepted and during this visit, the person provided Ms. ***** full name, address, and personal information.  We mailed the offer based on this request.
  
  Our records show that ************ activated an Account ending in 8263 that was opened on February 13, 2023.
  
  Our records show that on April 11, 2024, ************ sent an email requesting that we close the Account ending in 8263. We notified her that she must contact our *************************** for assistance with closing the Account. For security reasons,we do not close Accounts if the request is made by email correspondence.
  
  Our records show that ************ activated an Account ending in 7331 on August 26,2023.
  
  Our records show that on April 23, 2024, ************ logged into the online account center and closed the Account.
  
  The four (4) additional card offers are not active and cannot be used unless activated. We reviewed the card offers that were mailed and confirmed that the associated Accounts were not activated. During activation, Ouro verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipient.
  
  These offers are NOT credit cards, they contain no value, and cannot be used to conduct transactions if they are not activated. No credit report has been or will be obtained in connection with these offers, and these offers do not have any effect on Ms. ***** credit.
  
  In response to this communication,we removed Ms. ***** name and address from our mailing list, she should not receive any future offers from any Ouro-managed programs.We have reviewed the card offers and Accounts, associated with ************ were closed between August 09, 2024, and August 15, 2024.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, attempted to speak with ************ between August 09, 2024, and August 15, 2024, but was unable to reach her. He sent an email that explained the information above. 
  
  Ouro has reviewed this matter and considers it resolved. 

  Customer response

  08/19/2024

  Better Business Bureau:

  It is troubling that the only time they respected my request to cease communications was after I contacted the BBB on my way to the ********************************* I find this type of behavior criminal to be *****. If an American asks a person or company to stop, they should stop immediately. Otherwise, I consider them felons. It is all the same to me, same as these text messages that abuse Americans mental health day in and day out without ceasing, because they know they will never face a day in prison because of it. However, it is on the same level as ALL FELONIES and I will continue to push this issue with my representatives in *******. These people belong behind bars, in prison. They have no respect for me and are only doing this out of being put INTO THE LIGHT, where all cockroaches like them should be. Please, make these comments public and permanent in connection with them. I am sure that there are other Americans suffering mental abuse and pain because of them and this will help establish the patterns necessary to bring the bar of the law, DOWN ever closer to them.

  I will not escalate this any further pending their behavior from this day forth. If I ever receive anything from them, I will not hesitate to escalate to the ************************ and on up from there. Thank you for doing your job well and being a beacon of hope and a stop of rest in this unjust, criminal filled country. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no way to get in contact with an employee anymore. I have tried every combination in the phone system and it goes in circles. I once got in touch with a human to set the card to limited use. I was told I would be transferred to get a PIN to use my card. I was transferred back to the endless loop phone system and cannot get to a human. I do not have a PIN and cannot access my funds. Either provide a PIN or a check for my funds.

  Business response

  08/16/2024

  The card that was purchased is a reloadable, prepaid debit card and not a gift card. This type of product is intended for individuals who wish to have access to an electronic form of payment but would like an
  alternative to a traditional bank account. The front of the card package states This is not a gift card.
  
  We are required by the USA PATRIOT Act, to obtain, verify, and record information such as name, address, date of birth, and government ID number that identifies each person who opens a Card Account with us. The requirement to obtain this information is also displayed on the card package and is visible to consumers prior to purchase.
  
  Our records show that ****************** purchased a reloadable card on May 25, 2024, and loaded the card with $180.00 cash. ****************** attempted to activate the card; however, we were unable to verify her identity with the personal information that she had provided. There was a temporary restriction placed on the Card Account and we notified her to contact our **************** Team.
  
  When ****************** contacted us on August 07, 2024, a member of our **************** Team notified her that we were unable to verify her identity using the personal information that she provided. During the call, the member of **************** requested her personal information to assist with activating the Card Account, but she declined to provide her personal information. The member of **************** offered to place her Card Account in a limited-use state that allows users to spend the money on the card at physical merchant locations but not reload additional money and she agreed to this. She was transferred to the *** (Interactive Voice Recognition) system to set up her PIN for her card.
  
  While in the *** system, ****************** did not set a PIN for her card after going through the *** multiple times, on this same day.
  
  Our records show that on August 08, 2024, ****************** was able to set up a PIN for her card in the ***; however, there is no record of her using the card.
  
  In response to this complaint, a member of the Corporate Response Team, Landrex, spoke with ****************** later that same day. During the call, he explained the information above but ****************** requested that we close the Card Account. He closed the Card Account immediately and requested that we send a mailed check for the remaining balance on her Card Account, to the address that is registered on file. He also notified her that the timeframe to receive the check would be seven (7) to ten (10) business days.
  
  Our records show that on August 09, 2024, our Correspondence Team mailed the $500.00 check to the address we have on file for ******************.
  
  Ouro has addressed Ms. ******** concerns and considers this matter resolved.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Account Number: ********** Claim Number: ******** Claim Date: 07/03/2024 On June I filed a dispute against Netspend for $1,183.70. Through the whole week a filed a total of three disputes because someone was taking money off of my card. After I told Netspend multiple times to close down the account they never did. They gave me 2 of my disputes back but they are saying they don't see any suspicious activity with the last one. The place where the money went to the first time is the same place it went to this time which was BET MGM. I don't know anything about online gambling.

  Business response

  08/16/2024

  Tell us why here...Our records show that on July 02, 2024, someone identifying themselves as ****************** contacted our **************** Team to update personal information on the Card Account, such as an email address. be updated. Because the caller was able to verify her identity,we updated the information on the Card Account.
  
  Our records show that on this same day, ****************** contacted us to notify us that someone had gained access to her Card Account. During this call, she notified us that she was able to access her online account center and update her personal information, and also, she notified us that the virtual card ending in 7622, was not an authorized card on her Card Account. We immediately blocked the card to prevent any additional transactions on the Card Account. There were also unauthorized transactions that had occurred on her Card Account; however, the transactions were not settled so we were unable to open a dispute. We asked ****************** to contact us once the transactions were settled on the Card Account.
  
  On July 03, 2024, ***************** contacted us to report unauthorized transactions had occurred on her Card Account. We opened dispute claim number ******** to report unauthorized transactions totaling $1,183.70, and immediately began our investigation. We requested that ****************** submit a letter of dispute to receive the provisional (temporary) credit if we were unable to resolve her dispute claim on or before July 18, 2024. During this call, she also requested to close the Card Account and our **************** Team transferred her to our Loyalty Team.
  
  While speaking with members of our Loyalty Team, we offered to provide ****************** with assistance to set up a replacement Card Account, but she declined.  We closed the Card Account because ****************** requested that we do so immediately.
  
  Our records show that on July 04, 2024, our *************** Team reviewed ******************** Card Account and identified several high-risk factors. The Team permanently closed the Card Account and marked ******************** information as no longer eligible for Ouro-managed card programs.
  
  On July 18, 2024, our Disputes Team concluded their investigation of dispute claim number ********,and no credits were issued because we did not find that an error had occurred.
  
  On July 20, 2024, ***************** contacted us and requested that we reopen dispute claim number ******** because she did not agree that an error hadnt occurred on the Card Account.During this call, the member of **************** requested that the dispute claim investigation documents be sent to her by email and that a Dispute Analyst contact her by phone. She was notified that this would take up to ten (10) business days.
  
  When she contacted us between July 24, 2024, and August 02, 2024, she was notified of the information above.
  
  Our records show that on August 02, 2024, we sent ****************** the dispute claim investigation documents to the email address that is registered on the Card Account.
  
  Our records show that ****************** contacted us on August 03, 2024, to request that a Dispute Analyst contact her and explain the outcome of dispute claim number ********. She was notified that she would receive a call back within two (2) business days.
  
  Our records show that on August 05, 2024, a Dispute Analyst contacted ****************** and explained the dispute investigation outcome.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, contacted ***************** on August 07, 2024, but he was unable to reach her and left a voice message. He also escalated her concerns to our ******************* Team.
  
  Our records show that on August 08, 2024, our ******************* Team sent a notification that they had completed a second review of ******************** dispute claim. They found that an error had occurred on the Card Account and issued a full payout.
  
  On August 08, 2024,Landrex spoke with ****************** and explained the information above. He also offered to issue her Card Account balance to her by a MoneyGram wire transfer.****************** accepted and we issued a MoneyGram wire transfer of $1,191.20, for immediate pickup.
  
  Ouro appreciates ***************** for bringing this attention to this matter and considers this issue resolved.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately 1 month ago I wanted to ******** located on ************************************************** I also loaded that same card with $350 I then went home downloaded the NetSpend app. There was an issue with activating the card so I called NetSpend at at ************ I spoke to various customer service Representatives in which they told me there was an issue that I was high risk and that I could never use in that spend ever again I have no reason why I did nothing wrong to not spend to get this treatment. NetSpend says I should have gotten a check for $350 on July 22nd 2024 here it is August 5th and still no money My issue is it's been a month now and I haven't gotten my money return to me there is an order number of 7000 1730-276-495 I needed this money badly to pay bills I feel like I am getting scammed as I've heard of this happening to other people please help me and thank you

  Business response

  08/16/2024

  Our Compliance Management Team closed three (3) of ****************** Card Accounts on May 21, 2024, because they identified several high-risk factors that were associated with her Card Accounts. Her personal information has been marked as no longer eligible for card programs managed by Ouro, previously known as Netspend. The specific high-risk factors that triggered the closures are not disclosed to consumers for security purposes.
  
  Our records show that on July 03, 2024, **************** purchased a temporary card at a ******** Convenience Store, there was a cash load of $350.00, added to the balance of the Card Account.
  
  Our records show that **************** attempted to activate her card in the online account center on that same day. While processing her identity, our system recognized that she was not eligible for Ouro-manged services. As a result, we placed a temporary restriction on her Card Account and requested that she contact our **************** Department. 
  
  While speaking with members of our **************** Department later that same day, we explained that we were unable to activate ****************** card because she was no longer eligible for our services. During the conversation, we advised that we could close her Card Account and send a check for the balance within 7-10 business days, but she did not agree to this.
  
  Our records show that ****************** contacted us multiple times on July 04, 2024, to receive assistance with activating her Card Account. During these calls, we notified her about the information above. We also offered to close her Card Account and issue a mailed check for the remaining balance in her Card Account to the address on file. She agreed to this. The members of our **************** Department closed the Card Account and requested that a check be mailed to ****************.
  
  Our records show that on July 05, 2024, our *************** Team reviewed and approved ****************** request to receive a mailed check for the remaining balance in her Card Account.
  
  Our records show that on July 08, 2024, our Correspondence Team mailed a check for $350.00 to ******************************************
  
  Our records show that between July 29, 2024, and July 30, 2024, **************** contacted us to inquire about the status of her mailed check. During this call, she let us know that she had not received the check. We escalated her concerns to our Correspondence Team, to verify the status of the mailed check.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, spoke with *************** on August 08, 2024. During the call, he notified her about the information above, and also, notified her that there was a previous request to verify the status of her mailed check. He also followed up with our Correspondence Team regarding the status of her check.
  
  On August 12, 2024,our Correspondence Team forwarded the request to our ********************* for further review of the missing check.
  
  Our records show that on August 13, 2024, our Correspondence Team provided an update on the status of the mailed check. They notified us that the check had not been cashed and that a stop payment was placed on the check. 
  
  On August 15, 2024,Landrex contacted **************** and explained the information above. He offered to issue a MoneyGram wire transfer for the full balance of the Card Account to *************** and she agreed to this.
  
  Ouro has internally reviewed this matter and considers it resolved.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Netspend stole $51,223.90 from my social securiety backpay check and never deposited it into my netspend account and never returned it to social security as they say they have. I need someone to call me asap and provide proof my money was returned as the social security office has done a thorough investigation and my money is not there.

  Business response

  08/12/2024

  To Whom It May Concern:
  
  Thank you for forwarding **************** complaint to us.
  
  Our records show that on April 25, 2023, ************** received a direct deposit of $51,223.90. However, due to the large amount of the deposit, we pended the incoming deposit and requested that she submit a document such as an Award Letter from the ******************************* The direct deposit would remain pending until the date of settlement (the date that the direct deposit can be credited to the Card Account, as provided by the sender when the direct deposit was sent.
  
  In Ouros policy, prior to the recent changes in our policy and written consumer agreements, if a consumer received a direct deposit that exceeded $15,000.00, we would request a written notice that is printed on the senders company letterhead with the large dollar amount and express written notice that all funds belong to the consumer. These documents were able to be sent by email or fax. If we do not receive documents prior to 8:30 pm,Central Standard Time, the direct deposit is returned to the sender.
  
  On this same day, the members of our ************** provided written notice that requested a document with the senders company letterhead, the large dollar amount, and express written notice that all funds belong to the consumer, within the Account notes for our *************************** to provide to her, should she inquire about the pending deposit, and also, sent ************** an email notification that requested the same document.
  
  Later this same day, when ************** contacted us to inquire about her direct deposits because she had received a text notification.During this call, we notified her of the information above.
  
  On April 26, 2023, the deposit was returned to the sender because we did not receive the necessary documents from **************.
  
  On May 18, 2023, ************** contacted our **************** Team multiple times to inquire about the status of her deposit that had been returned. During this call, she was notified of the information above. She was also provided with the outgoing trace number (the identification number for a returned deposit). However, she also requested that we confirm that the deposit be returned with a representative from the ****************************** during a conference call. We notified the representative about the information above, and also, provided them with the outgoing trace number for the direct deposit.
  
  On June 20, 2023, we received a written notice from The ******************************, that requested the status of the direct deposit. We provided them with a written response, that included additional information about the returned deposit. For security reasons, we do not disclose this document to the consumer. If ************** would like a copy of this request, she must request this document from The *******************************
  
  We also completed a second written request from the ******************************, on January 08, 2024.
  
  In response to a previous complaint, on June 14, 2024, a member of our Corporate Response Team, ****, notified ************** about the information above.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, attempted to speak with ************** between August ******* and August 08, 2024, but he was unable to reach her and left voice messages, and also, sent her an email.
  
  Should ************** have any additional questions regarding her direct deposit, we recommend that she contact the sender to locate her missing returned deposit.
  
  Ouro has internally reviewed Ms. ****** concerns and consider this issue resolved.
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm reaching out because on 7/27 I went to check the app for direct deposit for the account ending in 7915. Once I opened the app it says to call customer service I called customer service and to my surprise my account was shut down with out my knowledge. Not a call or text was sent letting me know that this was going to occur. This is causing severe hardship and a headache on what I have planned with my direct deposit and it's going to cause me to be late on bills. So I need somebody to get in contact with me as soon as possible.

  Business response

  08/13/2024

  To Whom It May Concern:
  
  Our records show that on July 29, 2024, our *************** Team identified several high-risk factors on ********************** Account. As a result, we permanently closed his Account and his personal information was marked as no longer eligible for Ouro-managed card programs. For security reasons, we do not disclose the specific reason(s) that caused the Account closure.
  
  When ******************** contacted our *************************** on July 31, 2024, because he was unable to access his online account center or mobile app. During the call, a member of our notified ******************** about the information above, and also,notified him that any pending *** direct deposits will be rejected and returned to the sender on the date of settlement (the date that the credit should be posted to the Account). He requested to speak with a supervisor during this call.
  
  While speaking with a supervisor of our *************************** on that same day, he was notified of the information above and requested to speak with our ***************** We transferred ******************** to our **************** for further assistance.
  
  While speaking with a member of our **************** later that same day, ******************** was notified of the information above.
  
  Our records show that on August 01, 2024, our Correspondence Team mailed a check for the remaining balance of $55.39, to the address that is registered on file.
  
  On August 02, 2024,when ******************** contacted our ***************************, he requested that we expedite the process to return his *** direct deposit. During this call, the member of **************** notified him that the process to return the *** direct deposit to the sender could not be expedited. We also let him know that the deposit will be returned to the sender on the settlement date, August 02, 2024,and can take up to six (6) business days to be returned. ******************** did not agree and the member of **************** offered to transfer ******************** to our ******************* for further assistance. He declined this offer.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex, spoke with ******************* on August 06, 2024. He explained the information above but while speaking to ********************, the call was disconnected. He sent ******************** an email that explained the information above. He also escalated ********************** concerns to our *************** Team.
  
  Our records show that on August 08, 2024, our ******************* Team reviewed ********************** Account. During this review, they were able to determine that the Account closure was valid and that the Account would remain closed.
  
  In addition, our records show that ******************** has five (5) dispute claim investigations that will remain open and continue to be investigated although his Account was closed. Our records show the following:
  
           Dispute claim number ******** will be resolved on or before September 16, 2024.
           Dispute claim number ******** will be resolved on or before September 17, 2024.
           Dispute claim number ******** will be resolved on or before September 17, 2024.
           Dispute claim number ******** will be resolved on or before September 17, 2024.
           Dispute claim number ******** will be resolved on or before October 24, 2024.
  
  Ouro has internally reviewed ********************** concerns and considers these issues to be resolved. 

  Customer response

  08/13/2024

  Complaint: 22074818
  
  I am rejecting this response because their was no notification about the account being closed. It caused great hardship when my direct deposit was delayed especially when I had a hurricane coming. I won't stop until I'm compensated for the emotional trauma I been through due to NetSpend closing my account without notification.
  
  Regards,
  
  *****************************

  Business response

  08/26/2024

  Our records show that on July 29, 2024, our *************** Team identified several high-risk factors on ********************** Account. As a result, we permanently closed his Account and his personal information was marked as no longer eligible for Ouro-managed card programs. For security reasons, we do not disclose the specific reason(s) that caused the Account closure.
  
  The Cardholder Agreement, that ******************** agreed to by providing his Electronic Signature (E-Sign), states that we may close an Account at any time with or without cause. We may try to notify the consumer in advance, should this be necessary, but we are not obligated to do so unless required by law.
  
  Our records show that on May 18, 2024, ******************** was notified of the updated Cardholder Agreement, by an emailed notification to the email address that is registered to the Account.
  
  In response to this complaint, a member of the Corporate Response Team, ******* attempted to speak with ******************** on August 14, 2024,but he declined.
  
  On August 23, 2024, we provided ******************** with his Accounts Cardholder Agreement. We encourage ******************** to review this document.
  
  Ouro has internally reviewed this complaint and considers it resolved.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a prepaid card not happy that they need all the information. When I called to get my money back they are charging me 5.95$ for the check

  Business response

  08/09/2024

  To Whom It May Concern:
  
  Thank you for providing us with Ms. ****** concerns.
  
  The card that was purchased is a reloadable, prepaid debit card and not a gift card. This type of product is intended for individuals who wish to have access to an electronic form of payment but would like an alternative to a traditional bank account. The front of the card package states This is not a gift card.
  
  We are required by the USA PATRIOT Act, to obtain, verify, and record information such as name, address, date of birth, and government ID number that identifies each person who opens a Card Account with us. The requirement to obtain this information is also displayed on the card package and is visible to consumers prior to purchase.
  
  Our records show that ************** purchased a reloadable card on July 31, 2024, and loaded the card with $40.00 cash. ************** attempted to activate the card; however, we were unable to verify her identity with the personal information that she had provided. There was a temporary restriction placed on the Card Account and we notified ************** to contact our **************** Team.
  
  When ************** contacted us, later that same day, a member of our **************** Team notified her that we were unable to verify her identity using the personal information that she was provided. She declined to provide her personal information and requested that we close the Card Account and provide her with a refund. When ************** requested to close the Card Account, per the cardholder agreement, she would be assessed a closure fee of $5.95. She did not agree to the fee, but proceeded with the request to have the Card Account closed.
  
  In addition, ************** also contacted us by email, on that same day. She requested the balance of the Card Account during this correspondence. She was notified of the information above.
  
  Our records show that on August 02, 2024, our Correspondence Team mailed a check for $40.00 to the address that is registered on file. As a courtesy, the fee to close the Card Account, was waived.
  
  In response to this complaint, a member of the Corporate Response Team, Landrex, spoke with ************** on August 07, 2024. He explained the information above.
  
  We have internally reviewed these concerns and consider them resolved.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My bank account got hacked and I did turn it it and I had $7,941.21 in my account. By the time I got my account closed I was negative ****** in my account and to close my account. That was July 6th and I got a refund of ******* a week later but have not received anything since.

  Business response

  08/13/2024

  To Whom It May ******************* records show that on July 07, 2024, there was a suspicious transaction to DRAFTKINGS SPORTSBOOK for $****** on Ms. ****** Account. This transaction triggered our system to send a transaction verification to *************, by text message. Because she responded that she did not authorize this transaction, the card on the Account was immediately block to prevent additional unauthorized activity on the Account. We also placed a temporary restriction on the Account and requested to speak with her further.
  
  Later this same day, someone identifying themselves as **************, contacted us to update personal information on the Account, such as the email address and the phone number. Because the caller was able to verify her identity, we updated the information on the Account.
  
  On this same day, ************** contacted us to notify us that she her card was unable to use her card. During this call we notified her about the information above and transferred her to our *************** Team for further assistance.
  
  While speaking with a member of our *************** Team,************** confirmed that the request to update her personal information was unauthorized. After successfully verifying Ms. ****** identity, we removed the block and re-secured the Card Account. We permanently disabled money transfer features such as debit card transfers, ************* transfers,ACH external transfers and Account-to-Account transfers. We also issued a new card with a timeframe of seven (7) to ten (10) business days for delivery.
  
  When ************** contacted our *************************** later this same day, she notified us that there were unauthorized transactions on her Account. During this call, she was transferred to our ******************* for additional assistance.
  
  While speaking with members of our *******************,we opened dispute claim number ******** for three (3) transactions that totaled $1, ****** and immediately began our investigation. We requested that she submit a letter of dispute to receive the provisional (temporary) credit,should the investigation exceed the initial tenth (10) business day, to reach a resolution. We notified her that the first update would be on July 22, 2024.
  
  Under Regulation E, financial institutions will attempt to complete the investigation within 10 business days to investigate a dispute claim. Additionally, we ask our consumers to send us a letter of dispute to be eligible for a provisional (temporary) credit during your claim if we cannot close within 10 business days. This dispute investigation can take up to 90 days to be completed.
  
  Later this same evening, someone identifying themselves as **************, contacted us to request that we update personal information on the Account, such as the email address and the phone number. Because the caller was able to verify her identity, we updated the information on the Account.
  
  Our records show that on July 08, 2024, ************** contacted us multiple times, to report that she was unable to access her Account and to notify us that someone had gained access to her Account, and also, processed unauthorized transactions. During these calls, she was notified that we opened dispute claim number ******** to investigate the eleven (11) unauthorized transactions that totaled $4,326.40. We transferred the call to our *************** Team for further assistance. We notified her that the first update would be on July 22,2024.
  
  While speaking with a member of our *************** Department, we closed Ms. ****** Account and offered to set up a replacement Account. She agreed and the replacement Account was opened. We issued a new card with one (1) to two (2)business day delivery and waived the expedition fees.
  
  Our records show that on July 19, 2024, we provided an update for dispute claim number ********. We were unable to resolve the dispute investigation within the first ten (10) business days and provided ************** with a provisional credit on her Account. We notified her by email, of this updated information, and also, that the dispute claim investigation would be resolved on or before October 04, 2024.
  
  Our records show that on July 22, 2024, we provided the first update for dispute claim number ********. ************** had withdrawn one (1) transaction for $200.00 to *********** Caf. We notified ************** that because we had not received the letter of dispute, we were unable to issue a provisional credit at that time.We notified her by email, of this updated information, and also, that the dispute claim investigation would be resolved on or before October 04, 2024.
  
  Our records show that on July 24, 2024, ************** contacted us for an update on dispute claim numbers ******** and ********, and also, she reported four (4)additional unauthorized transactions that had occurred on the Account. During this call, we notified her of the information above. We also opened dispute claim number ********, to investigate the unauthorized transactions that had occurred on her Account. We requested that she submit a letter of dispute on or before August 07, 2024, to receive a provisional credit if we were unable to resolve the dispute claim within the first ten (10) business days.
  
  On July 26, 2024, our Document Review Team received and attached, the letter of dispute for dispute claim number ********.
  
  In response to this complaint, a member of our Corporate Response Team, Landrex,spoke with ************** by phone on August 06, 2024. He explained the information above. During this call, ************** had concerns about not receiving the provisional credit for ********. ******* notified her that he had escalated her concerns to our ******************* Team for further review and would follow up within two (2) business days or on August 08, 2024.
  
  Our records show that on August 07, 2024, we provided an update for dispute claim number ********. We were unable to resolve the dispute investigation within the first ten (10) business days and provided ************** with a provisional credit on her Account. We notified her by email, of this updated information, and also, that the dispute claim investigation would be resolved on or before October 21,2024.
  
  On August 08, 2024, our ******************* Team reviewed dispute claim number ********,and provided ************** with a provisional credit. The resolution for the dispute investigation will remain as October 04, 2024.
  
  On August 08, 2024, Landrex contacted ************** and explained the information above.
  
  Ouro appreciates Ms. ****** feedback and her continued cooperation as we resolve these matters.

  Customer response

  08/15/2024

  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.
  
  Regards,
  
  *********************

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