Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My retired Mother purchased a Serve, Pay as you Go Visa as a Birthday gift for myself and my Brother. These cards were placed where the gift cards were, so my Mother assumed the were gift cards adding $50 of her fixed income to each one. On the card the sticker on the front reads, " Start making piurchases right away - NO NEED TO ACTIVATE. That is false advertising, as the card does not work. I have tried this at ***** ***** ********** ***** gas station, **** *** **** works and five other stores without one successful transaction. The second line on the sticker on the card reads, " Register quickly for full account benefits at serve.com/payasyougo as well as what is suggested by the customer service representatives. The problem is in order to register, you must enter your social security number and other personal information. I have never and should not have to provide any information in order to use the $50 my Mother gifted me. In addition, Serve deducts a fee every month the card is not used. So now the $50 loaded onto the card is now down to $35 or less. This is a rip off and should be illegal. They make is so you either provide personal information in order to use free money, not activate the card until you do, then charge you a fee for not using money that does not belong to them. I would like the full $50 sent to me in a check or usable card.

  Business response

  01/08/2025

  The Card Account noted in this complaint is a Visa. They are issued by Pathward, N.A. It is a product managed and serviced by Pathward, N.A. Please forward this complaint to Pathward, N.A. for research and response.
  

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  1. The card has a sticker attached that clearly reads the card is ready to use, this is false advertisement.

  2. I did not purchase, nor would I purchase a third party reloadable card when Navy Federal has one. This was a gift from my Mother, who was confused and unaware of the false advertisement and stipulations attached to this card. I didn't want her to lose her money. I will never provide any of my personal information for a gift card, makes no sense. That's how I protect my information from theft or selling.

  3. How can a $50 card be declined for insufficient funds when the purchases were below that account? 

  4. I'm not able to take a phone into where I work, I can make and receive calls after 4 p.m. EST. I called Sarah back at the number she left on my voicemail, *************, and it's not a working number. 

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

  Business response

  01/23/2025

  Hello ***** *******

  Thank you for your response and further questions regarding the previous resolution. We'll address each point.

  1. The card was ready for use. The reasons it was declined will be addressed below.

  2. We understand your frustration with feeling misled.  Nowhere on the card or packaging does it say it's a gift card. The terms of the card are readily available.  When you go to the website to register the card, there's a Benefits and FAQ section that outline several functions of the card, including adding money and direct deposit.  We appreciate you not wanting to include your personal information which is why your card is now in an active unregistered status.  You may use the card and once the balance is depleted, you can disregard it like a gift card.

  3. It was declined for insufficient funds because there were inactivity fees on the card and there is a $1.50 retail purchase fee.  The fees on the card have been waived so the full $50 balance has been restored.  Again, this is not a gift card and fees are associated with the card.  To make things simple, we encourage you to use the card for a one-time purchase of $48.50 as soon as possible. That combined with the $1.50 retail purchase fee will deplete the balance and prevent inactivity fees.  We understand you may disagree with this retail purchase fee, but it is a valid fee and is included in the terms.

  4.  We apologize that you were unable to reach Sarah.  If you have any questions and are unable to call the number on the back of the card, email columbusadmin@incomm.com.  Include Better Business Bureau Case ********** in the subject your email.  They'll be able to answer any questions you have.

  We understand it was not your mother's intention to purchase a prepaid debit card.  The front of the packaging says it's a Visa Prepaid Card with other details referencing the type of card is on the back of the packaging.  There is no reference to it being a gift card.  The website you went to for registration fully explains the type of card this is.  The back of the card does not say gift card and says "Use of the card is subject to Cardholder Agreement".  Your original complaint expressed your unwillingness to register the card and disagreeing with fees.  The card is available for use without registration and the fees have been waived.  We consider this matter closed.

  Thank you,

  Pathward Customer Service

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Obtained a gift card from Pathward sometime ago. Expired recently and assumed I could request a new card to use the funds. $600 worth of funds was zeroed out when the gift card expired. California law states that gift cards sold in the state cannot have an expiration date, and those which do need to have an expiration date. But there is no indication from Pathward that the funds on the account also expire when the card expires.

  Business response

  01/02/2025

  Hello ***** *****

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or routing number and account number used for deposits. For direct assistance and a quicker resolution, call Pathward directly at *************
  

  Thank you,

  Pathward Customer Service

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a prepaid gift card for Christmas, I activated it like normal and immediately went to the grocery store. It was declined. When I called to see what was happening I was told the card had been shut off due to fraudulent activity. All they said was that they can send me a new card in 5 days. The money on this card was meant for food for my family, which we don’t have now. They kept saying their advanced fraud algorithm determined the grocery store was fraudulent even though that was the only attempted transaction on the card.

  Business response

  12/30/2024

  Hello ***** ******

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or images of the front and back of the card. For direct assistance and a quicker resolution, call Pathward directly at *************

  Thank you,

  Pathward Customer Service

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A purchase was made on my debit card fraudulent, and I notified Netspend they gave me credit for the amount and did their investigation just for them to take back the money they credited saying that I in fact made the purchase when I know for a fact I didn’t. I’ve been with Netspend for 10 years so the fact that they did is is absurd. I’m getting a real bank account today and will never use Netspend again.

  Business response

  01/03/2025

  Hello ******** ********

  Thank you for contacting Pathward via the Better Business Bureau regarding your issue.  Attached is the response from Netspend.
  
  Should you have continued concerns, please do not hesitate to reach out to Pathward at ************ or utilize the contact information on the attachment.
  
  Sincerely,

  Pathward Customer Service

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were issued 5 $25 Visa Gift Cards not even a year prior to trying to use them, yet for waisting our time to view a timeshare in Vegas. We took them with us when we went back to Vegas in September and tried to use them, only to find out they did expire in August. We called the number on the back of the card and were told that they should still work regardless of the expiration date. I want my hard earned money back. and expect a balance to be put back on these cards or to have them reissued promptly. This is theft. No different than you dirty filthy billionnaires sticking your hands in my purse and taking my money out. The card numbers are listed below. If you refuse to settle this give me your address so i can file with the BBB and the Attorney Generals office. You filthy billionnaires thing you can murder my father, and dip your gruppy paws into my pocket book, think again. I want my $125 back. Contact me to tell me how you plan to do this. If not send me your mailing address. ************* **** **** **** **** $25 **** **** **** **** $25 4*** **** **** **** $25 **** **** **** **** $25 **** **** **** **** $25 I will escalate this to the Attorney Generals office if they do not send me the money they stole and blast this on Social Media warning everyone to not participate in any timeshare.

  Business response

  01/13/2025

  Resolution is attached 

  Customer response

  01/17/2025

  I expect Pathward Venture Capital, LLC to provide the timeshare companys details such as name, address, phone number. My time was wasted on this timeshare, I expect compensation.

  Business response

  01/24/2025

  Hi ****** ************

  The merchant that purchased the cards and chose the terms was ****** ***** *********.  Address is **** ********* ****. Orlando, FL 32835 with a phone number of (407) 722-3100. 

  Thank you,

  Pathward Customer Service

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received visa reward card from Spectrum as part of their buyout program for new mobile Spectrum customers. Paying off mobile phones balances up to $2500 as a new customers. I paid 3 phones off and received a $1500 prepaid card. I utilized the card to make an online payment with my city which accepts Visa and MasterCard payments. I have attempted to use the card at least six other times and each time it was declined. I finally traveled to the city to use the card in person and the city payment accepted but then declined by PATHWARD. This led to a financial hardship for me. I had planned to utilize the card for my payment to my city. I used my city own funds to pay off the mobile phones. The prepaid card was intended to pay the city and to utilize the entire balance to prevent PATHWARD from being my card custodian as the card agreement stipulates. The card terms are as follows: “ABOUT YOUR CARD The Card is a prepaid Card loaded by the Corporate Sponsor, redeemable to buy goods and services anywhere Visa debit cards are accepted. The Card is NOT a credit Card. The Card is not a checking account or connected in any way to any account other than a stored value account where your funds are held. Pathward, N.A. will act as custodian of your funds upon its receipt of your funds. Once your Card is activated, you will be able to provide Pathward, as custodian, with instructions about the funds accessible through the Card. Activation of the Card authorizes us to hold your funds at Pathward or as custodian to place your funds at one or more participating banks (each a “Program Bank”). If you do not agree to your funds being held by us at Pathward or placed by Pathward as custodian at other Program Banks, please immediately spend all the funds on your Card. Card funds are not FDIC insured. “ PATHWARD has denied my rights to immediately spend all my funds on my card. I am requesting that PATHWARD immediately release my funds as the terms of the card agreement.

  Business response

  12/09/2024

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or routing number and account number used for deposits. For direct assistance, call *************

  Business response

  12/31/2024

  Hello ****** *****

  We're unable to identify the account with the name, address, and details provided. Please provide the 16-digit card number so we can locate your account and research your complaint. For direct assistance and a quicker resolution, call Pathward directly at *************

  Thank you,

  Pathward Customer Service

  Customer response

  01/09/2025

  Pathward is referenced in each declined transaction.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 30, 2024, I received a Premium Visa debit card in the mail from Pathward. I did not apply for this card and am concerned my personal information has been compromised and used to create this account.

  Business response

  12/09/2024

  Resolution is attached 

  Customer response

  12/09/2024

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

• Initial Complaint

  11/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a pre-paid debit/gift card from this company. Their website is shut down and directs customers to call the number on the card. When I call the number, my card security number does not match what the company says it should be. When speaking to a live person, I cannot provide a correct/matching address or the 2 last purchases made to this card, so they can't help with information. 1) I can't provide an address as this is a PREPAID CARD and not registered to customers. I cannot access any information, and the company refuses to help. I asked for the agents name the full company name and she said she said she can only give her name and not the company name, because I cant verity the card. I am not even sure if there is money left, but I am also not able to check on the status because the company refuses to talk to me.

  Business response

  12/02/2024

  Hello ****** ********

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or routing number and account number used for deposits. For direct assistance, call *************

  Thank you,

  Pathward Customer Service

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My funds from the Stimulus were deposited on a debit card in which I was saving for an emergency. I attempted to access the funds early July and learned they were in the process of escheatment. I expressed I had children with severe chronic illnesses as, do I. In need to repair my central unit. I was told there's no escalation process, that I would receive my refund by October. I made multiple calls, I did not receive my funds in October, finally I spoke with one empathetic person who submitted a request to expedite in November, she requested my check be issued to me. I had to send a letter and a utility bill with my address on it in early July, I have verified my address several times. I was advised my check was issued early Novemeber, after not receiving it, was told it was sent to the address i confirmed to allow more time. I called again today 11-20-24. I was told that the check was returned. The check was sent to the incorrect address and there is no way to expedite, not even out of my own pocket. I have a son in ICU, my car has been in a accident, Im disabled, and I cant get my heating and air unit repaired because of the delay of several months of no access to my 4000.00. I do not believe that I should continue to be delayed by the processes of the organization. The initial delay was due to their backlog or overwhelming responses to the escheatment. The process for them to not begin working on the refunds until October was unreasonable. Now they have made another mistake, they did not proactively review the check return to make corrections until I called them again. Please escalate this matter to the appropriate party, I am in serious need to have access to these funds and these errors are of the organization and not of mine.Although I shouldnt bear the cost of rush delivery (FedEx) I am willing to pay it myself due to my circumstances. I myself am disabled and cannot get to and from the hospital as needed without major expense and complication.

  Business response

  11/26/2024

  Please review attachment. Pathward received your complaint from the Better Business Bureau (BBB). Thank you for reaching
  out to Pathward to clarify the action on your account.
  We apologize for the inconvenience with the delay in receiving the refund check from your stimulus
  funds. While we understand the frustration with having to wait longer to receive your check, we
  simply do not have the option to expedite escheatment checks.
  A check has been reissued to the correct address on 11/21/24. Please allow 7-10 business days
  from that date for it to be delivered.
  Should you have continued concerns, please do not hesitate to reach out to Pathward at the contact
  number below.

  Business response

  12/04/2024

  Hello ********

  Thank you for confirming your check has been received.  We do apologize for the inconvenience this has caused.  We take your feedback seriously and have forwarded it on to management for review.

  Thank you,

  Pathward Customer Service

  Customer response

  12/05/2024

  Hello,

  I appreciate your efforts to aid me in this complaint.  The organization is apparently incapable of acknowledging their many errors, their failures to comply with their own loose processes and or procedures.
  They are also reckless as not only did I receive the refund check, but included I received a levy statement regarding the IRS for another individual that includes their personal identifying information name ssn ect, 

  I would like to inform the powers that be , whomever I regulates this organization of the problems that they are having as to avoid this type of service / experience in the future.  
  they are unconcerned about the impacts of their operations and it is evident in their responses/ interactions and the outcomes.

  the Are operating in a capacity of a financial institution without having the parameters or responsibility or obligations that compel financial institutions to comply.  They need to be fined or have penalties accessed in order to act reasonably and responsibly.

  If you can provide any reference or resource to aid in a official complaint it would be appreciated.

  Thank you, 

• Initial Complaint

  11/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a mastercard prepaid debit card issued by Pathward N.A. I have attempted to use this prepaid debit card at locations accepting master card but it gets rejected. I checked and there is sufficient funds on the prepaid card to cover these transactions. I tried calling the number on the card but it is only a recording and no options allow you to speak to a customer service representative to see why they are blocking the transactions.

  Business response

  11/04/2024

  We're unable to identify the account with the name, address, and details provided. Please verify on the back of the card that the bank name is Pathward or MetaBank. If so, provide the 16-digit card number or routing number and account number used for deposits. For direct assistance, cal* *************

*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. ↩