Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cant believe I used this service put trust into this company. They have given me nothing but false information in regards to my transaction. I went through their process and they took $500 from me and they advised that the transaction was approved and that I would get my money by ***** but that never happened. I received emails indicating my funds were sent to my Venmo which never happened and they even included a confirmation number on the email received. But immediately after that email received then I got another email saying the transaction was rejected by their system and it was up to my gift card provider to be able to re-input the money they withdrew in 5-7 days. This company is misleading and this is a clear example to not trust sites like this. I have emailed them proof of everything that shows the transaction was approved to them email me confirmation but their response is they will get back to me. This company does not have a phone number and this is the reason they dont based on what explained. I have proof of every email sent to me from this company and they took my money leaving with hope that they would honor the exchange for them to send me my money based on how their company is advertising but this never happened.

  

  Business response

  01/30/2023

  Hi *****,

  Per our Terms of Service, until your transaction is reviewed, the funds subject to the Hold will not be available to you for other purposes. In the event either you or we decide not to consummate a transaction, the Hold will be canceled, and funds will be returned to your card.

  Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.

  Thanks,

   The Prepaid2Cash Team

   

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my **** gift card stolen. It was redeemed on your site on 1/23/23.I would like my money returned. How do you verify ownership of the card. You are aiding and abetting criminals.The transaction was PHIRCSOLNS484729939

  

  Business response

  01/30/2023

  Hi *******,

  Thank you for reaching out to inform us of this information as we take fraud very seriously. Can you please reach out to us at *********************************** We will need some more information from you so we can locate this transaction and suspend the user.

  We look forward to hearing from you! 

  The Prepaid2Cash Team

  Customer response

  02/01/2023

   
  Complaint: 18944506
  
  I am rejecting this response because: It is ongoing. They have requested I contact their support department.
  
  Sincerely,
  
  *******************************

  

  Business response

  02/01/2023

  Hi *******,

  Thank you for reporting this information. This transaction was initiated by *************************. Unfortunately, the transaction has processed, but I have suspended the user from using our services.

  The next step is that you will need to contact **** to report this transaction.
  

  Thanks,
  

  The Prepaid2Cash Team

• Initial Complaint

  01/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I submitted a transaction to have my funds transferred from my prepaid **** gift card to my bank account. I submitted all necessary information. Scanned my prepaid card. Scanned my drivers license and even enter my debit card info. I received an email stating it was under review. Immediately after I checked my gift card balance. They had already removed the funds from my gift card within 2 mins. When I went back to log into the app, the app gives me an error message that my account has been disabled. After emailing the company, I have only gotten automated responses. No phone number listed to contact them. So currently Im just out that money.

  

  Business response

  01/02/2023

  Hi ********,

  Per our Terms of Service, until your transaction is reviewed, the funds subject to the Hold will not be available to you for other purposes. In the event either you or we decide not to consummate a transaction, the Hold will be canceled, and funds will be returned to your card
  

  Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.

  Thank you,

  The Prepaid2Cash Team

  Customer response

  01/03/2023

   
  Complaint: 18666597
  
  I am rejecting this response because:
  
  I contacted the card company which is vanilla ***** And they stated the transaction by you guys was completed and has not been reversed. 
  mad of right now the company shows no refunds made to the card either. 
  Sincerely,
  
  ***************************

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a ************ Gift Card on 11/30 worth up to $50 and I went through all the motions for the transaction. I chose Instant Transfer and was supposed to receive $41 in return for the card. Almost immediately after I confirmed the transaction, I received an email saying that it was pending and then I received a prompt saying that I needed to confirm my identity. I did that. I used my ID and I confirmed my identity for instant transfer. Everything seemed good after that so you know I left it alone, went to sleep. Woke up to review my progress and found out that not only was my account DISABLED, but no money was transferred to my account either. This is truly a load of Bull and I WANT MY MONEY!!

  

  Business response

  01/02/2023

  Hi ******,
  
  We apologize for the confusion. Your transaction from 2022-12-30 at 16:10:10 PST was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.
  
  Thank you,

  The Prepaid2Cash Team

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Prepaid to cash buys prepaid gift cards from the client obviously at a lower cost to what the gift card is worth... Besides the point not even super relevant... So I had a vanilla gift card ending in **** in the amount of $25 dollars and I was supposed to get paid $21.94 for it... I uploaded the gift card, they removed the entire balance for it they said your transaction has been approved should arrive in 3-4 business days. Only thing was that i ended up discovering that the account where my payment for the gift card was supposed to go had been closed without my knowledge and they said they had returned that particular payment to the sender. I tracked it down, called the gift card, called the deposit account several times, point being it could only have gone back to prepaid2cash and they didn't believe me when I was telling them this they actually said anyone can just turn around and say their payment was returned... Then after nearly a whole month they finally got back to me and said we have your returned payment and I said I know you do!!! I'd been telling for the last month that that payment was returned to you... They were very quick dismiss me. And basically made it like well you've got one time and one time only to update to a active deposit account or were just sending it out again... Not even a chance... They just sent it out again and now my $21.94 has just been sent out somewhere for at least 2 months and they've even blocked me from within the app from contacting them. So now they just got to keep themselves a $25 dollar **** prepaid gift card and me... No payment, no gift card, no apology... Just dismissed... But yet I've sold quite a few hundreds of dollars to them in gift cards. I just want either the money that is owed to me or my **** prepaid card back and because it's taken 2 months I must be compensated for the time frame and the dismissal I received as a loyal client. I proof for everything I just said here in the form of screenshots and emails.

  

  Business response

  12/02/2022

  Hi *****,
  
  Below is the Bank Information where we sent your payment:
  
  Bank: Metabank
  Routing: 073972181
  Account: 273109754419
  Trace ID: ***************.
  
  Please verify the information is correct.  If there are any corrections needed on your account please update them in the Prepaid2Cash app.
  
  The Trace ID for your payment can be given to your bank to locate your funds.
  
  Thank you,
  

  The Prepaid2Cash Team

  
  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is an ongoing unresolved issue of inconsistencies. This has happened repeatedly, no matter which card l use it is the same issue even tho l was told in an email that the issue was resolved it is not. This has happened repeatedly ove the last several weeks. So far the money was not put on hold. So l have not lost money. However, l would like an explanation as to what is going on.

  

  Business response

  11/17/2022

  Hi Bea,

  Last week, we were seeing high decline rates for some of our prepaid card programs. This was only a temporary issue, and our development team worked to resolve this issue as quickly as possible. We are seeing better acceptance rates now, and I recommend retrying your card in the app.
  
  Please note: we accept as many gift cards and prepaid cards as possible. However, we are unable to accept 100% of all transactions due to various restrictions or limitations. Additionally, Instant payout is not available for all prepaid cards and all transactions. If your transaction can't be processed instantly, we recommend choosing a different processing method instead.

  Thank you,

  The Prepaid2Cash Team

  Customer response

  11/18/2022

   
  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.
  
  Sincerely,
  
  Bea Liothake

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a Vanilla Visa gift card and within the hour I have a fraudulent pending charge on the card for the full amount of the card, $250, from Prepaid2cash. I want them to refund my money.

  

  Business response

  08/23/2022

  Hi ****,
  
  I was able to locate and cancel the fraudulent transaction; additionally, I suspended the user (Desiree Diamond) who fraudulently attempted to transfer this card. The funds could take a few days to return to the card, but in the meantime, I would contact the prepaid card issuer to see if they can issue a new card number to you since someone has the card information.
  
  Please be cautious of sharing your card information with anyone and thank you for making us aware of this fraudulent transaction so we could suspend the fraudulent user and help protect others. Let us know if there is anything else we can do to help.
  
  
  Warmly, 
  
  Prepaid2Cash 

  Customer response

  08/23/2022

  
  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.
  
  Sincerely,
  
  **** ** *******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Some else used m card fraduleny without my permission at company prepaid2cash on 4/25/2021 with card number *************** I called tie company and requested a refund back to my debit card and they simply will not provide me a refund and said to contact the card holder bank for a refund the bank says that because there a prepaid card bank they do not give refunds for this type of billing charge and to contact the vender that took payment of my debit card I want a refund immedietly

  

  Business response

  05/09/2022

  Hi ****,

   

  Thank you for reporting this information. We have disabled the user who sold this card; however, since this transaction is over a year old, you will need to contact the prepaid card issuer.

  I apologize for the inconvenience.

   

  Thanks,

  *****

  Customer response

  05/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The cc comfy wil not sue refund they said the vendor must do it
  Sincerely,
  
  **** ********

  

  Business response

  05/10/2022

  Hi ****,

  Since this transaction is over a year old, you will need to contact the prepaid card issuer for help.

  I apologize for the inconvenience.

  Thanks,

  *****

*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. ↩