Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a virtual prepaid card from Opencare, who redirect me to Tango Card, who directed me to Peoples Payments and Cards, who then directed me to ONBE to be the card issuer. What the fuss? Anyway I contacted ONBE customer support line to reactive the expired card since it still has full value in it, CAD$150, but they refused. And because this is a virtual card, it doesn't have the back of the card and nobody provide the cardholder agreements to my email address. I know it is the law that "If your prepaid card expires while you still have money on it, you may be able to request a replacement card to access the funds. You may also try to close out your account by requesting that your balance be mailed to you in the form of a check."

  

  Business response

  02/04/2025

  February 4, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  Davinci Payments, as the program manager for prepaid cards issued by ******************* N.A., Member ****, on behalf of Tango, received the complaint number referenced above on January 25, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder contacted the customer support line to reactivate the expired card with the full value of $150 CAD but alleges customer service refused. The cardholder states because this is a virtual card, there is no back of the card and alleges nobody provided the cardholder agreements to their email address. 
  
  After reviewing the account, the cardholder received a virtual prepaid card. The cardholder can access and view the cardholder agreement at any time by logging into the MyPaymentVault wallet. The card has been reissued and the cardholder was notified via email.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.   
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am extremely frustrated and disappointed with this company. I had a prepaid card with a balance of $2,500, which never worked from the beginning. I reached out to their customer service multiple times, requesting a replacement card. Every time, I was assured that I would receive it, but nothing ever came through. Despite my repeated attempts to resolve the issue, I was left waiting with no follow-up or resolution.??When I escalated the issue by contacting ***, they directed me to contact the company via email. However, my experience only became more frustrating as I went back and forth in communication. Initially, they told me that a replacement card would be sent after mentioning Canadian consumer protection laws regarding gift card expiry.??Hi, and thanks for getting in touch with us about your expired card.???"Good news, your card is eligible to be reissued! Your expired card can be reissued for a fee of $10.00.??Please reply to this email confirming your mailing address, once received we will reissue a new gift card which you can expect to receive within 7-10 business days.? Hello and thank you for contacting us.??To better assist you, please provide us with a call at ************ or ************.??If you have any other questions, reply to this email and well be happy to help!??Take care,? Prepaid Customer Support "??And now they are changing their stance. This was a clear attempt to sidestep my valid concerns and deny me access to my funds. The way this company operates seems dishonest, and it feels like they are simply trying to take advantage of customers and steal money by making it nearly impossible to get a replacement or refund.? Mind you this is happening since one year now??I am writing to formally dispute the forfeiture of funds on my prepaid card and to request a fair resolution in accordance with Canadian consumer protection laws. The funds on the card are my property. 

  

  Business response

  02/05/2025

  February 5, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  Davinci Payments, as the program manager for prepaid cards issued by ****************** N.A., Member ****, on behalf of National Gift Card, received the complaint number referenced above on January 21, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder had a prepaid card with a balance of $2,500, and states it never worked from the beginning. The cardholder reached out to customer service multiple times requesting a replacement card. Despite the cardholders repeated attempts to resolve the issue, they were left waiting with no follow-up or resolution. When the cardholder escalated the issue by contacting ***, they directed them to contact the company via email. However, the cardholder states their experience only became more frustrating as they went back and forth in communication. Initially, customer service advised the cardholder that a replacement card would be sent and now the cardholder alleges they are changing their stance. 
  
  After reviewing the account, the cardholder had a total of five (5) cards each worth $500 but only three (3) have an unused balance. We are currently working with the cardholder to obtain information from them in order to send a wire in the amount of $1500.  In addition, we also provided steps to the cardholder on how to file a dispute if they choose to do so for the two cards which show a zero balance. 
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.   
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a debit card used by ******* *************** to load funds onto. Starting on December 12, 2024, a series of fraudulent transactions occurred totaling nearly $600. I noticed the transactions on December 15, 2024 and locked my card. The following day I contacted the company to have a new card issued and was told to fill out a fraud form and send it to them via either fax or mail. On December 17, 2024 I faxed the documents to them (of which I have the receipt it was sent), and the following day I contacted them to confirm they received the fax. They stated they had not, so on December 19, 2024 I sent the documents through the mail. On January 6, 2025 I contacted the company again to ensure my documents were received, and was again told they were not received. On January 8, 2025 I again sent the documents by fax (again, with receipt), and contacted the company to ensure they were received. I was told again they were not received, but to wait 1-2 days. I contacted them once again on January 20, 2025, and again was told they have not received anything. At this point I have faxed the documents twice and sent physical copies by mail. They never seem to be received, and the only response I get is to send the documents again. They also refuse to let me send them via a more reliable method such as email. At this point Im not sure what to do as resending the documents seems like a pointless exercise.

  

  Business response

  01/27/2025

  January 27, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of BioLife Plasma, received the complaint number referenced above on January 21, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder has a debit card used by ******* *************** to load funds onto. Starting on December 12, 2024, the cardholder states a series of fraudulent transactions occurred totaling nearly $600. The cardholder noticed the transactions on December 15, 2024 and locked their card. The following day the cardholder contacted the company to have a new card issued and was told to fill out a fraud form and send it to the company via either fax or mail. On December 17, 2024, the cardholder faxed the documents and the following day the cardholder contacted the company to confirm they received the fax. The company allegedly stated they had not, so on December 19, 2024, the cardholder sent the documents through the mail. On January 6, 2025, the cardholder contacted the company again to ensure the documents were received and was again told they were not received. On January 8, 2025, the cardholder states they sent the documents again by fax and contacted the company to ensure they were received. The cardholder was told they were not received, but to wait 1-2 days. The cardholder contacted the company on January 20, 2025, and again was told they have not received anything. 
  
  After reviewing the account, we contacted the cardholder to email the forms directly to our customer service department so the claim could be escalated. The investigation has been finalized and a fraud credit in the amount of $591.70 was applied to the cardholders account on January 23, 2025.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

  Customer response

  01/27/2025

   
  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

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been donating blood plasma at ******************************* for three years. The payments that I receive for each donation is put on a debit card managed by North Lake Technologies****** North Lake Technologies****** Have been stealing money from me for the past three years! For example, My last donation, January 16, 2025, I received payment of $60 sent to my debit card for the donation. My card had a previous balance of 16 cents. When I made my donation, I had a balance of $60.16. I withdrew $60 from an ATM machine that does not charge any fees whatsoever. I always use the same ATM that does not charge any fees! Which left me a balance of 16 cents. This is where the theft is happening. Instead of having a balance on my card of 16 cents. My card have a deficit of $1.37. Which means, at my next upcoming donation, North Lake Technologies****** will take $1.37 off the top! This has been going on for three years now. A $1.50 here $2.00 there! I am sick of if it! I want a full accounting and I want all of my money that North Lake Technologies, **** have unlawfully taken from me!

  

  Business response

  01/23/2025

  January 23, 2025
  
  BBB Complaint
  Complaint #********
  
  To Whom It May Concern:
  
  North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of Octapharma Plasma, received the complaint number referenced above on January 21, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
  
  Per the complaint, during the cardholders last donation, January 16, 2025, they received a payment of $60 sent to their debit card for the donation. The cardholder states the card had a previous balance of $0.16. When they made the donation, the cardholder had a balance of $60.16. The cardholder states they withdrew $60 from the same ATM machine they always use that does not charge any fees. Instead of having a balance on their card of $0.16, the cardholder states their card had a negative balance of $1.37.
  
  After reviewing the account, the cardholder is charged $1.50 for each domestic ATM withdrawal made. This $1.50 fee is outlined in the Schedule of Fees section of the Terms and Conditions that they received with the card. Every time the cardholder uses their card at an ATM, the $1.50 fee will apply.
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below.
  
  Sincerely,
  
  Onbe Compliance Office
  ***************************************************************

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I realized my card number was stolen on 7/23/24. I immediately called the number given on the card. I was given a complete run around. When I finally received the fraud form, I tried to fax the fraud form to them but the fax wouldn't go through. I called multiple times and was told that I couldn't email it...I had to MAIL it. I mailed it on 8/5. I called multiple times and was told that they didn't have it but I needed to give it more time. I re-mailed it registered mail on 8/29. They finally received the form and denied most of the charges (except one) due to the time frame. It is a complete lie and fraud on their part. This was so frustrating and a complete scam dealing with this awful business. I've contact an Attorney and I'm also planning to contact a TV station. I have ALL the documentation with the number of times and people that I've contact them by phone and email. They continuously had my incorrect information, on my account, from the wrong address, wrong telephone number, wrong name and even after I corrected them, the information would change incorrectly again. 

  

  Business response

  01/22/2025

  January 21, 2025
  
  BBB Complaint
  Complaint #********
  
  To Whom It May Concern:
  
  North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of Cabinetworks, received the complaint number referenced above on January 17, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
  
  Per the complaint, the cardholder realized their card number was stolen on 7/23/2024. The cardholder states they immediately called the number given on the card and alleges they were given the run around. When the cardholder finally received the fraud form, they tried to fax the fraud form, but the fax wouldn't go through. The cardholder states they mailed it on 8/5/2024. The cardholder states they called multiple times and was told the company didn't have it, and the cardholder needed to give more time for the form to be delivered. The cardholder states they remailed it registered mail on 8/29/2024. The company finally received the form and denied most of the charges, except one, due to the time frame.
  
  After reviewing the account, the fraud form was received on September 16, 2024. The investigation was finalized on October ******* and a fraud credit in the amount of $979.99 was issued to the cardholders account. It was determined that the cardholder was liable for all other charges totaling $1,940.62 as the cardholder reported more than 60 days' worth of fraudulent transactions and is liable for any transactions made on day ******************************************************************* the amount of $1,940.62 was issued to the cardholders account on January 21, 2025. Regarding the incorrect information on the account, it was determined a bad actor was attempting to change the address, phone number and email so the account was locked until the cardholders identity could be verified. The cardholder submitted their drivers license and a utility bill, and the account information was updated.
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below.
  
  Sincerely,
  
  Onbe Compliance Office
  ***************************************************************

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December this company issued a debit card as a result of a refund from ********. I tried to use the card and the vendor told me Insufficient funds. i have shared this with them both via email and ****. they have not responded. The amount is $47. They asked me to validate with the vendor if the amount was charged on the day they said it was used and i did where the vendor said there were no transactions for that amount. The run around i have received from this company is awful. All they need to do is reissue a card or credit my bank account. They refuse to do either and they refuse to talk to anyone. No one should do business with these people. It is disgraceful.  

  

  Business response

  01/13/2025

  January 13, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of ********, received the complaint number referenced above on January 8, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder received a debit card refund from ********. The cardholder states they tried to use the card and the vendor told them they had insufficient funds. The cardholder states the amount of the card was $47. The cardholder states he was asked by customer service to validate with the vendor if the amount was charged on the day the card was used and alleges the vendor said there were no transactions for that amount. 
  
  After reviewing the account, a check has been issued and sent express in the amount of $46.27. The cardholder was notified via email.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

  Customer response

  01/14/2025

   
  Complaint: 22779135
  
  I am rejecting this response because:

  this company has failed to take steps to understand that they have records showing that there was a transaction although the transaction is not available by the vendor where the card was used.  They seem as they do not care that they may have an internal problem.  I do believe they should be more proactive in this resolution to ensure it does not happen to other people by determining if they have corrupt records on their side indicating a care was used and the recipient of the card is saying otherwise.  
  
  Sincerely,
  
  *** *******

  

  Business response

  01/14/2025

  January 14, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of ********, received the complaint number referenced above on January 14, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder is rejecting the response because they feel the company has failed to take steps to understand that they have records showing that there was a transaction although the transaction is not available by the vendor where the card was used.  
  
  Upon reviewing the account, we can see from the account records that funds were taken out as part of the transaction. The company did provide the cardholder with the amount claimed to be owed via check.   If the cardholder wants fraud to investigate, they will need to submit a fraud form.  Otherwise, there is no further action the Company can take with regard to this matter. 
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

  Customer response

  01/14/2025

   
  Complaint: 22779135
  
  I am rejecting this response because: the business has not provided evidence of a transaction that was successfully executed at the vendor where i tried to use the card.  When i call the vendor where i tried to use the card they have no evidence that the card was used.  I would prefer that they take this action so that other customers of theirs do not have to go through what i have had to go through. They should be responsible enough to take this action.  I understand they have sent a check but the fact remains they did issue a card where it was not used by the recipient successfully.    
  
  Sincerely,
  
  *** *******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received 16 gift cards totaling $400 from an employer as a bonus. I used a portion of 1 of the cards and was not able to finish using the card because subsequent transactions declined. A call to the number on the card revealed that the cards had all been involved in some fraud. The remainder of the cards were in my home still attached to the paper they were issued on and unused. Per the company's instructions, I completed fraud forms and faxed them. After waiting the required 45 days, I attempted to check the available balance of one of the cards. The automated system tells me the card is not recognized and terminates the call. There are no options to speak to a live person or means of pursuing this further. A call to Onbe's corporate office in *******, ******** yields comparable results. A review of Onbe's ****** business profile shows nearly 40 similar complaints. I would like the gift cards replaced with valid cards.

  

  Business response

  01/18/2025

  January 18, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of Employee Rewards Program, received the complaint number referenced above on January 6, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder states they received 16 gift cards totaling $400 from an employer as a bonus. The cardholder used a portion of one of the cards and was not able to finish using the card because subsequent transactions declined. A call to the number on the card revealed that the cards had all been involved in some fraud. Per the company's instructions, the cardholder completed fraud forms and faxed them. After waiting the required 45 days, they attempted to check the available balance of one of the cards. The automated system said the card was not recognized and terminated the call. 
  
  After reviewing the account, the fraud investigation has been finalized and a fraud credit of $357.02 was posted to the cardholders account. The fraud claim results were mailed to the cardholder on Monday, January 13, 2025.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

  Customer response

  01/30/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello and thank you for your efforts to resolve my complaint, #********. 
  
  The Onbe ***************** tendered a reply to this complaint while I was caring for a hospitalized relative. Upon my return home, on 1/27, I wanted to verify that the fraud credit was applied to each card for which documentation was supplied before submitting a response. I was verifying the credits when the complaint was closed. One of the cards, account number *******************, was not issued the $25 credit. The information for this card is included in the original documentation I provided.    
  
  On January 28th, I spoke to a BBB **************** agent to explain these circumstances and request that the complaint be reopened until Onbe completes the fraud resolution by issuing the credit for this card. 
  
  Again, I appreciate the efforts to rectify this situation and await Onbe's reply. 
  
  My best, 
  
  ******* *****
  

  
  

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

  

  Business response

  01/31/2025

  January 31, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of Employee Rewards Program, received the complaint number referenced above on January 30, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the rejection, the cardholder states Onbes ***************** tendered a reply to this complaint while they were caring for a hospitalized relative. Upon the cardholders return home on 1/27, they wanted to verify that the fraud credit was applied to each card for which documentation was supplied before submitting a response. The cardholder was verifying the credits when the complaint was closed. The cardholder alleges one of the cards was not issued the $25 credit. On January 28th, the cardholder states they spoke to a BBB **************** agent to explain these circumstances and request that the complaint be reopened until Onbe completes the fraud resolution by issuing the credit for this card. 
  
  After reviewing the account, the transactions on the card in question were not fraudulent. There are administration fees on the card and as a courtesy we have reversed these fees and the balance is now $25.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our **************** department is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe ***************** 
  *************************************************************** 

  Customer response

  02/04/2025

   
  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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a prepaid credit card as a result of a promotion I purchased. I just went to use the credit card now and it says that the credit card has expired. I asked for the company to please issue a new credit card that is valid, or please transfer the funds into my bank account, and they said they could not do that. I have put the credit card number below: ******************** - *********, **; Conshohocken, PA Sunrise Banks N.A. - ******************* This request is asking the company to please reissue the credit card, or transfer the money directly into my bank account. I am due these funds, and it isn't fair or honest that they are taken away from me. Please contact me to discuss the situation, and include your full name, direct phone #, email address, hours you are available, and the best time to reach you.I received correspondence from the company stating they would issue a check within four business days, but nothing has arrived. That was back in mid-December. Please have the representative contact me in writing, but also to call my phone as well. Have them include their full name, direct phone number, direct e-mail address, the hours are available, and the best time to reach them, in case I'm not in. That way I know how to contact them back. Thank you and Happy New Year!

  

  Business response

  01/09/2025

  January 8, 2025
  
  BBB Complaint
  Complaint #********
  
  To Whom It May Concern:
  
  North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of MI_Mastercard, received the complaint number referenced above on January 4, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
  
  Per the complaint, the cardholder received correspondence from North Lane stating they would issue a check within four business days back in mid-December and alleges nothing has arrived.
  
  After reviewing the account, the first check that was issued was cashed on December 24, 2024, however, the name on the signature line of the check did not appear to match the cardholders name. The cardholder notified customer service of the fraud on January 3, 2025. To resolve the issue while the fraud investigation is pending, we have credited the account in the amount of $100. A check has been sent express to the address confirmed by the cardholder and should arrive in four (4) business days.
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below.
  
  Sincerely,
  
  Onbe Compliance Office
  ***************************************************************

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has ties with Northlane ********************* Banks, who is the card issuer for the BioLife Plasma pre-paid debit cards. I discovered fraudulent charges amounting to over $100 on my card and promptly contacted Northlane customer service on 11/3 about the matter. They instructed me to fill out a document and send it back to their fraud department via fax or mail. I faxed the completed document back on 11/4 and received a receipt that the fax was successful. During my initial call, they let me know that the investigation would take 40 days and I would hear back after that timeframe. I did call Northlane customer service back a few times during that 40 day timeframe to inquire about any updates they may have, and they told me on each occasion that there is no information they can provide until day 40. Today, 12/21, I called Northlane on day 47 of the provided timeframe. They let me know that they never received my faxed documentation and I will need to resend it. This is unprofessional and unacceptable handling of this matter, as fraudulent charges are sensitive and require attention and prompt resolution. Northlane has failed to perform and provide me with resolution after I followed their clear instructions. They have not offered me any other option, empathy, or solution on how this could be rectified since there was major error on their end for mishandling my documentation.

  

  Business response

  01/03/2025

  January 3, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of ******* Plasma, received the complaint number referenced above on December 21, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the cardholder discovered fraudulent charges amounting to over $100 on their card and contacted Northlane customer service on 11/3/24 about the matter. They instructed the cardholder to fill out a document and send it back to their fraud department via fax or mail. The cardholder allegedly faxed the completed document back on 11/4/24 and received a receipt that the fax was successful. During the cardholders initial call, North Lane let them know that the investigation would take 40 days and the cardholder would hear back after that timeframe. On 12/21/24, the cardholder called Northlane on day 47 of the provided timeframe. North Lane allegedly told the cardholder that they never received the faxed documentation and the cardholder will need to resend it. 
  
  After reviewing the account, we contacted the cardholder regarding the fraud form and advised it was not received.  The cardholder stated they would email it directly to customer service for processing so that it can be received before the timeframe expires.  
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
  *************************************************************** 

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service with Frontier in the fall. They went ahead and billed me after the service was disconnected. I have gotten nothing but a runaround from Frontier. I was assured over and over again the refund would be coming soon. It has not Now Im being told this situation has been turned over to North Lane. I called them and they said they need a DEATH CERTIFICATE to move forward. The account holder DIED 2 years ago. Ive been paying the bills up until we cancelled the service.

  

  Business response

  01/02/2025

  January 2, 2025 
  
  BBB Complaint 
  Complaint #******** 
  
  To Whom It May Concern: 
  
  North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of ********, received the complaint number referenced above on December 20, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner. 
  
  Per the complaint, the complainant cancelled their service with Frontier in the fall. The complainant states Frontier billed them after the service was disconnected and has gotten the runaround from Frontier. The complainant states they were assured repeatedly the refund would be coming soon. The complainant states the refund has not arrived. The complainant called North Lane and they told the complainant that a death certificate is needed for the cardholder to move forward. The complainant states the cardholder died two years ago. 
  
  After reviewing the account, we contacted the complainant who is requesting a name change on the account. The complainant is aware that a death certificate is needed to update the name and claims that they spoke to higher management at ******** who stated they would process the requested name change without needing a death certificate. The complainant is still expecting Frontier to do that as they do not want to send us the death certificate. We contacted Frontier on December 27, 2024 regarding this issue and on December 31, 2024, ******** stated they will initiate the request for a manual check to be issued.   
  
  If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.  
  
  If the BBB should have any additional questions, please feel free to contact us at the email found below. 
  
  Sincerely, 
  
  Onbe Compliance Office 
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