Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was about to use a virtual credit card issued by the company above when I noticed that the balance was $0 when it used to be $75. I have no other word but theft to qualify what happened. Upon calling the company, they were not helpful and rude (they hung up on me twice). They did not want to resolve the problem. At some point, they directed me to the cardholder agreement, which I never agreed to. And furthermore and anyway, in this agreement, I can read "This Card will expire on the "Valid Thru" date identified on the front of the Card. The funds on the Card will not be available to you after expiration, so you should use the funds prior to the expiration date on the Card.", and not "must use the funds". In my honest opinion, it is the perfect example of what President Biden is calling price and fee gouging by Big Business. I want my money back and ready to dispute this.

  Business response

  09/04/2024

  To whom it may concern,
  
  ** ****** ****** called our support center several times on 8/27 and was provided with the same information upon each call,  the card had expired over a year previous and the funds were no longer available.
  As he did not feel his concern was being addressed he was provided with the email address to our Support inbox,  which is responded to by members of the supervisory team.
  
  We responded to his complaint on the same date,  providing the below dialog:
  
  Thank you for reaching out with your concerns about your ********* promotional card.  Please know that the ********* card is a promotional/award/loyalty card and is not a gift card. 
  The Prizelabs cards are funded for a 12 month period only.  Unfortunately once the promotional card account expires the funds are no longer available and the card is no longer usable.  We do not have a way to extend the date nor fund a new card.
  For further information regarding the terms and conditions of the ********* card please visit www.getmybalance.com to access a copy of the Cardholder Agreement
  
  
  Per the attachments ** ****** has provided with his complaint the valid thru date of 6/23 is clearly provided on the Virtual Rewards card email.  The terms and conditions are available for the customer to access through the link provided on the same page.
  
  The fact that the account will expire on the date provided and that the funds will no longer be available to the customer is explained in detail in the Cardholder Agreement that ** ****** also attached to his complaint.
  
  As the customer was provided with all necessary information to utilize his promotional card there will be no further action taken in this matter.
  

  Business response

  09/10/2024

  Hello,
  Please know that by accepting, using, signing, activating, or allowing another to use the Rewards card you agree to be bound by the terms and conditions contained in the Cardholder agreement.
  The ********* card is a ********* product, and is a loyalty/promotional/rewards card, not a gift card, as disclosed on the Virtual card email.  The promotional funds provided by the corporate sponsor of the card expire 12 months after activation, upon the Valid Thru date also provided on the Giftogram Mastercard Rewards Card email. Once the card account expires the funds are no longer available and the card is no longer usable. 
  This card account expired on 6/30/2023 and the card is no longer valid.

  Customer response

  09/12/2024

  Hi,

  you have stated that this matter was closed, but I have stated that I was not satisfied with the business' answer, and that I wanted to pursue out joint action.

  Please reopen the case, and help me reach an agreement.

  We are dealing with a matter that's illegal in nature. Please take into account my position and arguments.

  Thank you so much.

  Best regards,

  ****** *******

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was gifted an LA Phil gift card in December 2022, with the value of $50 on the card. I called the LA Phil box office to see when I needed to use it by, and was informed it only expired in 2028, so I saved it until I found a concert I was able to go to (I have a toddler to look after so time is tight). I found one this week and tried to use the gift card, only to find out the amount on the card is now only $32.50. I was confused and looked at why, and saw that there had been monthly deductions of $2.50 reducing the value of the gift card by nearly half! At no point was I informed, I had saved it preciously to pay for a concert and they just took the money off my gift! I tried calling them with no luck, I just want the full value of my gift back to $50.

  Business response

  06/28/2024

  We disclose the information about the Account Maintenance Fees that may be assessed against the LA Philharmonic card in a variety of ways so that both the purchaser and the end recipient may have access to the information:

  
  On the back of the card itself
  In the cardholder agreement provided to the purchaser of the card  (This agreement is also available at www.getmybalance.com) 
  On the receipt that is provided to the purchaser of the card.
  Via a sign displayed where the card is purchased.
  Via verbal disclosure to the purchaser at the time of sale.
  Via a required to view e-form disclosure for online sales.
  
  There is also a toll free number on the back of every card that a cardholder may call to inquire about the terms and conditions of the card.
  
  As our records did not show any communication with this customer we reached out to the LA Philharmonic on their behalf for assistance.   They were also unable to find any record of the customer contacting them regarding the fees assessed to their card but have stated they will take on the responsibility of contacting the customer directly to see if they can provide an acceptable resolution to the matter.
  
  We consider this escalation closed but are available to the customer should further assistance be needed.
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was gifted an ** **** gift card in September 2019 in the amount of $150. I intended to use it at one of the ** ****** various concert venues in LA (my preference is for the ********* ****, a seasonal venue open from June until October). The card is affiliated with EML payments and states on the back of the card that after one year the company has the right to deduct a monthly fee of $2.50 for inactivity (the card itself does not expire until 2026). However, the concert venues were closed for both the 2020 and 2021 seasons due to the pandemic. I was still charged $2.50 per month for the months when it was impossible to book tickets to any concerts at these venues. My $150 gift card is now worth $60 purely due to the EML service fees. I complained to the ********* **** box office and they agreed that I should be refunded for fees charged by EML during the months when they were not in operation. They put in a direct request to EML requesting these charges be reimbursed. However, EML is refusing to return the money to my gift card as they say these charges are legitimate. I do not find this practice of deducting fees from gift cards lawful in general- particularly during a pandemic. I think this company should be investigated and forced to reimburse patrons for fees charged during periods when it is not possible to use the card. Thank you for your time.

  Business response

  08/22/2023

  When we received ***** ********* email we responded with an explanation of the fees, the information regarding which is provided to the consumer in several ways at the time of the gift card purchase.  We also explained the fact that we are required to follow the terms and conditions that the gift cards are activated under.  When the customer contacted us again we forwarded her communication to the ** ************ ******** ******** for further assistance.

  Sincerely,

  Client Support Supervisors

  EML Payments USA, LLC
  **** ****** ******** ***** ****
  Overland Park, KS 66211

  Customer response

  08/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have been in contact with the LA Phil/ ********* **** box office since August 7th and called again yesterday, August 22nd. They have made numerous attempts requesting that EML payments reimburse the service  fees charged on my gift card during Covid (when venues were closed) but EML has not complied. It is up to EML to reimburse these charges- not the box office. They should not be profiting off of customers during a pandemic when customers are not able to use their gift cards. 

  Regards,
  
  ***** *******

  Business response

  08/29/2023

  Please know that we have not received any communication,  email or phone call, from The ********* ****.  Additionally, they do not have the authorization to request a refund of any fees assessed to the ** ************ gift card.
  As per our standard process this escalation was forwarded to the ** ************ ******** ******** for further assistance,  the customer will need to work directly with them for further resolution.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an EML prepaid mastercard in 2021 from ****** ******. I used this card for redemptions and purchases for two years. On 3/17/2023 I tried to make a redemption to the card when I noticed the account was locked. I never received any request or notification from EML, so I contacted their customer service dept, and was advised to contact Compliance. I sent a request to Compliance, and I was advised the card was locked due to unusual activity. I recently won a lot of money on ****** and redeemed a portion of the money to my ****** prepaid card. Some of the items I purchased, I later returned because I wasn't happy with them. EML requested receipts from all of the purchases and returns I made on 3/10/2023. I complied with their request and provided receipts from every purchase and return made on 3/10/202. After submitting the requested information, I was notified within 2 days that my card would be permanently closed. I received no explanation or reason for this decision. I find it troubling that this company will close your account for no reason. The purchases I made were from funds I redeemed to my ****** card. I don't understand why a credit card company would allow you to redeem money to a card that you cannot use to make purchases or returns, the way most credit cards are used. To add insult to injury, they didn't have the courtesy to explain why they were closing the account. I have never used this card inappropriately or fraudulently, I have never allowed anyone else to use the card. I am truly disappointment in EML payments for closing my account for no reason. I have provided the same receipts to this complaint to prove that I complied with their request.

  Business response

  03/27/2023

  We diligently monitor all accounts for unusual activity.  Due to concerns regarding a number of purchase returns where the original purchases were documented to have been completed using different and/or unknown funding sources we have permanently closed this account in accordance with our terms and conditions provided for within the cardholder agreement (see attached) for the complainant’s utilization of the card at issue in this matter as same was previously communicated to the complainant.
  

  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our company purchased many gift cards for employees for Christmas and we noticed one of the $50 gift card that we purchased from ********** ******** ****** and facilitated by EML payments Europe Limited had deducted 20x $2.50 service fee. Our employees told us she did not even use the card once. When she call the customer support they told her her card was activated over 19 months that’s why the service fee kick in. Our employees has no idea about the activation date and all the policies behind this. All they think is they got a gift card and can use them at their convenience. The fee they charged are a scam and they legalize it by putting a small disclaimer at the back. I find this is not ethical and not fair. We paid the card with cash and they just took the money. What service they provided? They didn’t even provide the purchaser any statement of all card activities, at least we can warns our employees about their card is being deducted for service fee. Very unethical practices. I’m sure this this not only case as many of them maybe shy to tell us. Please advise for solutions

  Business response

  12/22/2022

  We have provided the customer with our response describing the multiple ways the fees are disclosed for the ***** ***** gift cards.  As she did not provide any card details we were not able to give her any specific information for this card.

  As we are in full compliance with the gift card regulations we consider this complaint closed
  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a gift CC w/$25 value from my employer. $11 of the amount was hacked online, out of my control. ***** *** **** banks have reimbursed fraud charges to my CC in the passed w/out issue. EML Payments USA LLC, who provided the CC will not reimburse the funds even though ******* ************** ** ********* has bought hundreds of gift cards from them for their employees.

  Business response

  06/06/2022

  Mr ******** called our support center twice regarding unrecognized charges on his gift card.  Both representatives explained to him that as the card is unregistered we would not be able to open a dispute case for him.

  The customer then reach out to us via email for the same issue and we explained again that as the card was not registered at the time of the transactions we would not be able to file a dispute as the gift cards are anonymous until registered.  The dispute needs to occur between the cardholder and the merchant(s) involved. 

  I have attached a copy of the email chain we had with this customer,  please let us know if you need further information.

   

  Customer response

  06/06/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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.
  
  ******** ******* ********

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My lucky land prepaid card was locked in September of 2021 because I selected an outdated debit card as a funding source on my profile (forgot to remove it and replace with the new one). I never got a notice it was locked and sent an email regarding same. 2 months later I see an email pop up in my spam requesting verification of the card etc, which I provided . EML payments was told in the reply that I never got the request for verification and even though I sent proof they closed my account due to no response! I am appealing this decision since I never got any email until months later and think it’s crazy since I am able to furnish proof it was me.

  Business response

  03/04/2022

  The EML ********* account was restricted in September 2021 due to the owner using a funding source that was marked by the issuing bank as lost/stolen. An email was sent to the email address on file ********************** on 09/30/2021 where EML ********* requested cardholder Identification and funding source verification in order to verify the account.

  The cardholder did not respond to the original email request until November 2021. Per our internal policy, if an account verification is not responded to by the account holder in 30 calendar days, the account is permanently closed. When the cardholder responded to our initial request, they were informed that the account was closed due to lack of response to our investigation. The cardholder was told that the account was permanently closed.

  The cardholder then reached out to EML ********* again in March 2022 asking for EML ********* to reconsider its decision to permanently close the account. EML ********* responded showing proof that the account holder did not respond to our original investigation in a timely manner. The account holder was then informed that the decision to permanently close the account stands.

  We have attached our original correspondence to the cardholder as well as replies to her follow up emails in Nov 2021 and March 2022.
  

  Customer response

  03/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I shouldn’t be penalized for not receiving the only communication sent. No followup attempts, no written correspondence in smil, not deadline, nothing.
  
  Regards,
  
  ****** ******

*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. ↩